Received a damaged and leaked package

[katm73]

Ordered a package and it arrived with something leaked from the inside out. I contacted Sephora and sent them pictures of the package without opening it. I did not open it because I didn’t want to be blamed for the damage. She assured me to open it and send pictures. Upon doing so I was told that because there was a prior adjustment to my account they can’t help me. Another agent told me to return the damaged products and box after the previous agent told me to discard…

The prior adjustment was an hourglass product that arrived damaged - the powder popped out of the container…how is that my fault? That’s a manufacturing issue.

Another issue I’ve had is a Sephora employee making a false claim that I never received my package. I spoke with a Supervisor and requested chat transcripts for proof that I never said that. On the Sephora chat it is possible to request then get the supervisor RAISED his voice and continued to argue with me. I recorded the 7 minute long call because no customer service should be speaking to anyone that way. Due to the Sephora employee reporting a false claim, UPS showed up to my building THREE times…to report a received package as missing is a FELONY. How can you accuse me of that and decide to walk off like you did nothing?? And no one at Sephora ever got back to me with the chat transcripts.

The issue at hand was that I returned the full order and the warehouse messed something up on their end and I never received my refund. EVEN THOUGH there is a tracking number saying someone received the return package.

Back to this specific issue…How is a customer liable for items that weren’t packed correctly. My job is to pay and wait for the package to arrive in the right condition - the right condition is how the brands send/sell their products to Sephora.

I will be contacting each brand I purchased items from and sending them evidence of what happened. This has happened with other customers at Sephora and I hope my experience and plans to figure this out is helpful. I suggest everyone go forward and contact those brands and share your attempts to contact Sephora.

It’s shocking how many people have issues with Sephora looking through the community….very sad.

[LaurieBT]

Hi @katm73,

I'm so sorry to hear this and I'll send you a message shortly so I can look into this further. 

Best,

Laurie