Problem with shipping from online Sephora or Canada Post

[Anonymous]

So I was supposed to get my package today and I was home all day. I checked the tracking and it said "Recipient not located at address provided. Item being returned to sender. Scarborough, ON". and now it says "In transit to Sender"

So I checked the shipping address I provided you guys and it was 100% correct.

So is this a problem with sephora employee putting in the wrong address or the Canada Post. I will like to know who to contact about this.

I can not even order again because I used a gift card so I have to wait till you guys finished refunding the money (and by then the sale and everything might end). I just want to know which side made a mistake

[Anonymous]

Here's an update for anyone experiencing the same issue; since the online customer service did not reply with any suggestions for help.

I just finished being on call with Canada Post and then Sephora.

Canada Post suggested that Sephora made a mistake with the address and now there's nothing I can do while they sent the package back to the sender. 

While Sephora suggested to wait till Monday to call them again for a refund because "wait till 3 days for package to arrive" is their policy. Just in case the deliverer made a mistake. Even when Canada Post without a doubt said that the package will not arrive and to order again.

Both Canada Post and Sephora confirmed that the address I gave them was correct so Sephora posted the wrong address on my package or it was read wrong by the post (really unlikely since I always order online and this isnt even my first order from sephora online but still possible). The post will check the package just in case to see if the address was right but they read it wrong; after I made a ticket with them.

Either way now I have to wait till monday to make another call to Sephora when they would just give me a refund at best (from what the customer service on phone said) so I can reorder. There's no chance for a reshipment or compensation or anything for my hassle. Hopefully the items I wanted are still in stock/on sale. if not I would not be able to order. I would honestly not order again but since I have a gift card I would probably use it up (in store most likely).

I am disappointed in Sephora's lack of response and lack of responsibility. 

[Anonymous]

a moment ago

Final Update: Solved

I just got off the phone with Sephora Customer Service and they refunded the full amount (in store credit for the giftcard) and gave me 150 Insider points as compensation for my hassle. But only after I had to ask if I would receive anything because it was a mistake on Sephora's end and not mine.

I ordered again the same order with the same address hopefully this time it will reach me. Anyone else who has this problem I hope this post helps you out.

[Anonymous]

Final Update: Solved

I just got off the phone with Sephora Customer Service and they refunded the full amount (in store credit for the giftcard) and gave me 150 Insider points as compensation for my hassle. But only after I had to ask if I would receive anything because it was a mistake on Sephora's end and not mine.

I ordered again the same order with the same address hopefully this time it will reach me. Anyone else who has this problem I hope this post helps you out.

[StephanieBT]

Hi @Anonymous, I'm so sorry to hear about this experience, but very glad to hear that you were able to call in and resolve this over the phone! If you need any further assistance, please feel free to reach out!