Order never arrived

[CandyNoel]

I placed an order on December 3rd, and the last tracking info was updated on Dec 19, package was in my area. Nothing has been delivered and nothing has been updated. If the package never updates or arrives, are you just going to keep my money for merchandise never received? I’m a rouge member and I’m constantly ordering. I’ve received other packages but nothing this one. If nothing can be done, I’m too afraid to order from Sephora again. My order number is .

[DaneeBT]

Hi @CandyNoel,

I'm sorry for the delay receiving your order! I'll look into this then send you a PM.

Always,
Danee

[qpsam]

I've been on the phone and chat with customer service all morning about a shipment that was ordered 12/13, last updated 12/26, and still hasn't arrived. They are saying that until the package is officially marked lost, they cannot issue a refund or replacement. I had to contact USPS to start an investigation, which is supposed to take over a week.

I have never experienced delays like this, and then been told that I need to go contact the carrier on my own. Other companies would have taken care of this and issued a refund/replacement weeks ago. Terrible way to treat your customers

[DaneeBT]

Hi @qpsam,

I'm sorry for your order experience. I will look into this then send you a PM.

Always,

Danee