Refund denied for package and product mismatch

[js00]

Could you kindly review the internal processing of my return? I believe there was a mix-up when the return was received in your warehouse. I returned a Fenty tint exactly as I received it and they denied the return stating it was the wrong shade in the box. I'd appreciate it if you could look into this more thoroughly, including reviewing any photos or records of my return package.

[keelybt · Accepted solution]

@js00 I have removed your order number as we do not allow that information posted publicly.  It looks like your private messages are currently turned off. Please send me a private message with your order number or you can contact us by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service

[octiM]

I am writing regarding a missing item from my recent order. I contacted customer service and was told I could not receive a refund or replacement due to “previous accommodations.” I want to clarify that this is my first time shopping at Sephora. I usually shop at the Navy Exchange since I am in the military and receive discounted pricing there.After explaining that this was my first purchase, I was then told that no accommodation could be offered because the shipment weight reflected the items sent. However, I provided clear video screenshot proof of my unboxing showing the item was missing, along with screenshots. Despite providing this evidence, my claim was still denied.It is very disappointing and frustrating to lose my hard-earned money even after submitting proof that the item was not included. I did nothing wrong and followed all steps to show evidence of the issue. if i could send you the video somewhere so i could get help out