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Post in Customer Support
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Package return to the Sender

Hello,

I have read several other posts with a similar issue that I am experiencing. I ordered from Sephora online and checked the status of my package on UPS and saw that the package was undeliverable due to incomplete address. I called Sephora and verified that they had the correct address for my order and re-ordered the same items and had the same issue happen a second time when tracking the UPS package. I called Sephora again to confirm the address was correct and this time they tried shipping via USPS instead of UPS. Now for the third time I am checking the tracking and USPS tracking is showing unable to deliver item, problem with address and returning to sender. I order other items online from other retailers and never have a problem with the shipment using USPS or UPS, I think the problem is how Sephora is marking the address on the package label but the carriers never explain in detail why there is a problem with the address. Can anyone please help me receive my order?

 

6 Replies

Re: Package return to the Sender

Hi @minhY113,

 

I am sorry to hear this! I will send you a PM shortly to assist you further. 

 

Best,

Rebecca 

Re: Package return to the Sender

Hi,

I posted my problem here with a hope that you guys can find out what the issue is and delivery my package to me, I am NOT asking for a REFUND. I was really upset this morning receiving your email saying that you have cancel my order without even asking me. How can that solve the problem that my package can never be delivered to me? 

Re: Package return to the Sender

SAME EXACT THING HAPPENED TO ME TODAY!!! I was very upset that they told me first my package was going to arrive last Wednesday then they said it was going to arrive yesterday I told Sephora about this and I told them specifically I JUST ONLY wanted to know when it was going to come for real this time but instead they refunded my order WHICH I DID NOT WANT TO DO and replaced it again, I have been waiting 2 complete weeks for this to arrive for a special occasion that passed and I am very disappointed with Sephora today and their choices of carriers. They replaced my items because USPS has been on TRANSIT FOR THE PAST 3 DAYS!!!! It’s beginning to look a bit LOST!! I am just very upset they refunded me for it when I told them I specifically didn’t want to refund it that I just wanted to know when my order WAS ACTUALLY GOING TO COME!!!

Re: Package return to the Sender

Hi @buciom,

 

I'm sorry to hear about this and I'll send you a message shortly.

 

Best regards,

Laurie

Re: Package return to the Sender

Hi @minhY113,

 

I'm sorry to hear this and thank you for your feedback. I'll take a look and I'll send you a PM shortly.

 

Best regards,

Laurie

Re: Package return to the Sender

Hi,

Like I say in my post, I have called Sephora and confirmed the address for three time and it always correct. They sent the package through the UPS for the first 2 times and it couldn’t delivery because the address doesn’t have street name. Then they sent the package through the USPS because they said it would be more secured, but again it couldn’t get here because of the problem with the address. So I conclude that the problem isn’t from UPS ir USPS, it’s from Sephora. I’m trying to find out the reason why, so I can make more purchases online. Right now, I couldn’t buy anything on Sephora online because I worry that it will not never delivery to my apartment. Hope you can help.
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