Postal strike

[luwhit]

Wondering what happens to my order that was in transit when the Canada post strike began? 
thank you

[Romeas]

Something that is not being addressed is the topic of degradation/alteration re: contents of the products that have been shipped out and are now sitting in warehouses across the country. Nobody knows if they are climatized to the point that the ingredients are not affected. Normally, cosmetic products are formulated to be stored at room temperature and degrade when subjected to the cold. Personally I doubt it very much that Canada Post heats their storage facilities to the balmy temperatures that cosmetics 'enjoy'...

Just sayin'...

[Addisyn]

This entire situation is ridiculous. The possibility of a strike has been known for months! Sephora did not get their ducks in a row. I also placed an order this week. No mention anywhere on their website of a possible delay (I assumed like sooooo many other companies, Sephora would have arranged for alternative delivery services). Nope.. they process your order, take your money.. and then say they apologize for the delay. I’d prefer that they apologize for clearly being a poorly managed company who had no plan in place.. again.. the strike has been a possibility for months.. many many many other companies were prepared. 

[FaHQsephora]

Placed order without being informed it would be shipped via Canada Post 🤮🤬 next day I get tracking number for Canada Postal service! Then am told I can’t get order cancelled or refunded! Got screwed by Sephora Online shopping! Biggest scam ever! Don’t recommend online orders from this company at all, even after the strike 

[Romeas]

Well... once CP is working again, I will be refusing delivery and, thus, the parcel will automatically be returned. Not knowing how and where my order was stored for weeks, I am not going to accept a product that is sensitive to temperature changes. (The ingredients of cosmetics are formulated to be stable @ room temperature. Anything above or below can & most likely will alter them - and I am not going to put the health of my skin at risk for the sake of a company's sales records.)

[GillieM]

Exactly the same happened to me - absolute BS. They should not be accepting orders they are knowingly not fulfilling. But to not even refund us is brutal. This is certainly going to lose them some customers. 

[LeanneB123]

This happened to me as well. I’m very unhappy! 

[taylormagee]

wondering the same thing - I placed an order november 12th and still have not received it.

It was shipped via canada post AFTER they announced the strike, so it still has not been picked up and there is no tracking updates - it says the order cannot be found. Is there a way for me to pick up my order in store instead of continuing to wait and hope the strike ends? 

Seems a little crazy that another shipping courier was not utilized and I have gotten no update on the order whatsoever. 

[SportsMom19]

It is very frustrating. I placed an order Nov 11, they did not process the order until Nov 15 and shipped it the same day, the day the strike started. Now we have no option but to simply wait?? Not ok. They should have had alternate arrangements for shipping at that point. 

[LLBean87]

Sephora literally processed and shipped my order to Canada Post on November 15th the day of the postal! Now it has not moved at all. Like WTF is that. Completely unacceptable.

YOU KNEW CANADA POST WAS ON STRIKE THAT DAY AND YOU SHIPPED IT THERE ANYWAYS!!

DO BETTER!!! 

FED EX, PURALTOR, UPS, INTELCON, DRAGON FLY all options to ship products. 

[Wenaj]

I agree. Canada Post has been in labour negotiations since November 2023, so a potential strike shouldn’t have been a surprise. They issued a 72-hour strike notice, yet Sephora continued using their services, showing a clear disregard for consumers in favour of revenue. Any business focused on its customers would have proactively pivoted in anticipation of an actual strike. Also, why is the customer service chat feature in the app now unavailable?  

[LaurieBT]

@taylormagee, regretfully we're unable to change an order to a store pick-up order. We understand how disappointing this can be, and we truly appreciate your patience and understanding during this disruption. 

[taylormagee]

So can it not be shipped via another courier? It hasn’t even been picked up by Canada post yet - or can the order be refunded so I can reorder and pickup in store? There has to be a better solution than just waiting till the strike is over 

[dodomax]

Ok so what are your plans? fedex?

[CharlotteOmm]

Wondering the same thing. My order from 11/4 is literally sitting in the post office down the street and I can’t collect it. So frustrating. 

[dodomax]

Break in it’s yours lol

[keelybt]

@luwhit We’re doing everything we can to minimize any delays, but for packages shipped via Canada Post, the exact timing is hard to predict. We recommend keeping an eye on your tracking info for the latest updates. Thank you for your patience during this time.

[DrZubcic]

Very vague and disappointing response to your loyal customers. 

I sent a gift on November 7th. The estimated date of delivery has been changed several times: November 11th, 15th, 18th, 20th, 21st and today — the 21st — it now offers NO ESTIMATED DATE OF DELIVERY!

That is totally unacceptable for the following reasons:

1. Sephora stopped delivering to secure community mailboxes. All my shipping is now randomly left out on my front porch for anyone to steal. This also applies to my gift recipient. At least with “estimated dates,” one can try to be vigilant about deliveries. Why is this important?
2. Sephora changed its shipping policy AND also changed the policy on responsibility for lost or stolen property. It is the consumer’s responsibility now, not Sephora’s. In other words, if my package goes missing or is stolen or anything else, oh well — my loss! 

Given Sephora’s changes in shipment policies and policies concerning lost/stolen property, it’s 💯 unacceptable for client service representatives to offer no meaningful response to our serious queries regarding our shipments. I, for one, made this purchase over a WEEK PRIOR to the strike. It’s now been 2 full weeks. This brings me to my last issue…

3. Is Sephora changing its policies on refunds/exchanges? This delay means my gift recipient’s window of opportunity to return the gift or request a credit in exchange continues to get shorter and shorter. What is Sephora going to do about these policies and the stated timelines therein? 

I think these are reasonable questions and frankly, I’m shocked and disappointed that Sephora sends me several emails fails with new product recommendations and marketing; however, there has not be even ONE email officially detailing how customers will be accommodated and what we can expect from your corporation. Very disappointing business ethics and standards. NO WAY OF KNOWING WHAT SHIPPING METHODS YOUR COMPANY IS USING!!! I received a package today that I ordered a couple of days ago. Very, very ambiguous communication and disappointing shipping responsibilities, and return/exchange deadline policies. 

Sephora wants my money—and for me to take all the risk and responsibility while Sephora reaps all the rewards. Unreal. 

As a loyal client for decades it’s unfortunate that moving forward I will be exploring other shopping store’s policies and quality of communication/client care.

[dodomax]

What exactly is : we are doing everything….! Please be specific for your loyal customers

[dodomax]

Can you elaborate please

[MOJ24]

I had this similar issue - after zero help on the chat. I called the 1877 number and got Tia (she was fantastic) she is processing cancelling my order through the warehouse so I can go in store and buy it/other sites. It's frustrating that Sephora as a whole can't do more... I mean I ordered during the strike thinking they wouldn't use a courier on strike and they did... I find it also frustrating how small businesses are made to bend over backwards to help their customers... But Sephora can't seem to do anything. 

But Tia was an amazing rep and literally said my order will be cancelled in 24 hours.