Received empty package, reorder still pending

[Jp77]

I placed on order 10/27, received the package on 11/3. The box was completely empty! I called customer service that night and they reprocessed the order in which I requested it to expedited. Was told I would be sent a tracking number soon. The order status still says pending. 

[JamilaBT]

Hi @Jp77. So sorry about this! We're experiencing a high volume of orders due to the Holiday Bonus promo. If you still haven't received your order, you should receive tracking information this week.

xo,

jamila

[michkmich]

I'm also having a similar problem! They combined my two orders in one parcel and forgot to pack one of the items. I also called customer service and was told that they'd ship out the missing product shortly. It's been 3 days now and the status still says 'in progress'.

[ZannaBT]

Hi @Jp77,

I apologize for the delay! I'm going to send you a PM now so I can look into this for you. Thanks!

[ClassicallyFab]

I’ve actually had an egregious number of missing items from packages. I called, and the solution that I was given- “Sephora will no longer ship to your address. You may use an alternate address, or you may shop in store.” I pressed on to try to help her understand that the missing item that I was calling about was missing from a package that wasn’t tampered with. That it must’ve occurred within the warehouse. Still, she (a supervisor, of whom I ‘d requested to speak with after 2 orders to replace the item were cancelled without explanation, and several hours of phone calls) told me that she would simply no longer ship to my home. She was actually pretty hurtful and uncaring. I was also promised a refund for my missing item, and no refund was ever delivered. I’m deeply saddened by Sephora’s lack of care or professionalism. I havent purchased anything in over a month, now, which is a LONG time for me. I was so close and excited for hitting Rouge status, too. Now, what’s the point? It’s not always convenient to shop in-store, and purchasing online has special offers not available in-store. I wish Sephora cared. So saddened by the lack of concern, or the want to rectify the issue. Really, really disappointed. I loved Shopping at Sephora. Now so many people have just told me that I shouldn’t support a company that doesn’t respect my hard-earned money, nor can give me the respect to warrant my spending. It’s been a hard withdrawal to minimize my shopping here. Very sad. I used to only shop in-store, and only bothered to join the rewards program approximately a year and a half ago when I was convinced of how worthwhile the perks are. I’ve spent SO much money at Sephora over the years. *shrug* I wish it wasn’t like this. I work with people every day, and could/ would never treat anyone in as callous of a manner as the CSR’s that I called at Sephora. Just so disappointed.

[JamilaBT]

@ClassicallyFab, so sorry to hear about your experience. I'll send you a message to follow up.

xo,

jamila