Order Missing Items

[StevieMarieL]

I recently made a purchase through the Sephora app. Waited my 2 days for flash shipping and I was ecstatic when I received my package. Only to find out that the item I purchased was not in my package. It is clearlylisted on the packing slip but it was nowhere to be found. I immediately called customer service and they will be shipping out a replacement item. However, this is the 2nd time this has happened in a few months. This is definitely discouraging and it will probably detour me from ordering from the app or online in the future. Hopefully Sephora can make the necessary changes to keep this from happening again.

[winterishere]

This is my first harsh review and my first longest review ever. So here goes:

I have placed online orders with Sephora before and never had issues...until the last 5 days. So I placed an online order for two eye shadow palettes (paid $75 ish , valued at $150) on the 21st of December, 2018 and the order was due to be delivered around the 9th of January, 2019. So I give them a call on the 13th of January, to see where my order is at (note I gave them well over 3 days for the benefit of the doubt) and the service rep tells me that my order was misplaced. At this point, one of the palettes that I had ordered was out of stock (it was a Christmas only edition), so he offered to refund me for the entire order or offer a partial refund and express ship the other palette. Now this was going to be a gift for my sister back home in India, and I leave on the 20th of Jan (in 7 days from when I first called Sephora), so I chose to go with the second option and have the one available palette EXPRESS reshipped. This package was due for delivery yesterday - 16th of Jan, and I have not seen or received notifications on this yet. At this point, I am not enjoying making this purchase anymore, so I call Sephora again, only to hear that my package is misplaced AGAIN and they can reship my order or refund me. Please note, they do not have this product in any nearby stores, and this is a gift for my sister as I am going back home after 2 years. Frustrating, much?! So not only am I one palette short, I actually do not have ANY of the two palettes I ordered a month ago and they are not available in- stores in my city and the ones that are, are full priced now (I am 3 days away from flying and at this point my budget is tight) and Sephora VALUES MY INCONVENIENCE AT $7.90 (CAD) and gives me a credit for this absurd amount. Way to go for customer service and customer experience. 

And that is not all.

I purchased an Origins moisturizer ($36 before tax = 36 points) back in June 21, 2018 from one of the Sephora stores. For some reason, the points did not go through for this transaction, but I received the receipt in my email. Now, I was very close to reaching VIB status so I called Sephora around September/October 2018 when I realised those points were not reflected in my account and the person said that after I make the next purchase I can call them back and they will update these missing points to achieve my VIB status (not sure why he couldn't do that then, if he could do it later). So when I called today about my missing order, I also mentioned my missing points because now my profile has gone back to sqaure one and I have to shop for $350 again to be able to reach VIB whereas, in December 2018, I was only 9 points short without the 36 missing points to reach VIB status. So the guy now tells me that this will not be possible because the new year cycle has begun. So, basically what Sephora is saying is that they cannot update my status to VIB, even though I spent more than the qualifying $350 in 2018 because there was a glitch in their system when my points didn't go through back in June, and their customer service person could not help me back in October to reflect those points towards my Beauty Insider profile.

If I could buy all the brands from another store from here-on, I would, because it seems that the people at Sephora are just a bunch of snobs because they offer these "Sephora Only Exclusive" brands, but it is the customers problem if Sephora cannot follow through their service.

[RebeccaBT]

@winterishere I am so sorry to hear this. I will send you a PM to assist you. 

Best,

Rebecca

[Jay320]

I’ve ordered from Sephora a good amount and I’ve never had a problem with things missing but today was a disappointing morning when I finally opened my package and noticed the one thing I needed ( I have 2day flash shipping) was missing this was highly disappointing and I got so frustrated because I really needed my foundation I did call customer service and they right away send me my item but I do wonder how do you send a package scan the so called item and then not send it it’s definitely inconvenient and they should do something about this. 

[irishcowgirl]

I dont think I have had a missing purchased item before but MANY times I have had missing deluxe samples that I used a coupon code or points for.  A few times when it was points I called in to complain and although they couldn't send out the item they did credit me the points.  But it's too much of a hassle to call in for a missing sample so I haven't called in a while.   

In my most recent order i was missing both the promotional item (foundation sample bag) and an item I purchased with points (sephora solid cleanser) which is what lead me to search here if others were having the same problem. 

I love sephora and its 2 day flash shipping but missing samples has become such a common thing that I now order from ulta mostly.  Their shipping takes longer but they do a lot of gwp samples and I have never once had a missing item. 

[LaurieBT]

Hi @irishcowgirl,

I'm so sorry that these items were missing from your recent order, and thank you for sharing this feedback with us. I'll take a look now, and I'll send you a private message to help shortly.

Best regards,

Laurie

[VashleySassy]

Yes, this has happened to me. My $47 foundation and promo foundation samples were not in my order. I ordered on August 9th and after calling customer service 20 times they finally reordered the items for me on August 17th, I received my package August 20th. 11 whole days after initially ordering. I have Flash 2 days shipping by the way. I really wonder what goes on in these Sephora Warehouses, are the workers stealing the items? It makes no sense. I do not think that I will ever order from Sephora online again. 

[starz123]

The same thing just happened to me and I am beyond upset. My package was delivered without the 1 thing I paid for. I knew something was wrong the moment I picked up the box because it was empty.  The only things inside it were 2 samples and a promo item- not even the one I requested. I called their customer support and the agent I spoke with offered a refund or to reorder which I asked for the item. She processed the order before I could ask if they could expedite the shipping since the error was on their side. Now it is the following Tuesday and I still don't have the item I paid for. I emailed their customer support the following day when the order had yet to be shipped to ask about expedited shipping but no one ever responded to me. Sephora says VIB Rouge members receive upgraded service but not once have I found that to be true. I am really disappointed. 

[LaurieBT]

Hi @starz123,

I'm so sorry that an item was missing from your order, and I'm glad to hear that we were able to assist with having the item reshipped to you. I apologize for the prolonged inconvenience caused, and if any further assistance is needed, please feel free to send me a private message with your order number. Thank you!

Best,

Laurie

[RichardBT]

Hello @StevieMarieL,

First and foremost, I sincerely apologize that we neglected to include this item in your order. Although I am happy to see that we were able to fix this, I will share your feedback to our Orders Team so that we can continue to grow and improve the services we offer! Thank you for taking the time to reach out to us!

Best,

Richard

[sweetie430]

This has happened to me as well. I have to call customer service as I never received the item I used my points for. I never got the samples neither. This never used to happen until recently. 

[HelenBT]

Hi @sweetie430,

I'm sorry to hear that and will send you a PM to assist you shortly. Thank you!

-Helen