Refused return exception after being hospitalized

[rachelmae]

I am deeply disappointed by my experience with Sephora support today. I initiated my returns and printed my shipping labels on time. However, I was unexpectedly hospitalized, making it impossible to physically drop the packages off before the 30-day window closed.

When I reached out to chat support to request a simple courtesy extension, Agent Amyrah completely refused to help or even escalate my case to a supervisor. I have been a loyal customer, and being treated this way during a medical emergency is incredibly disheartening. Can a community moderator please step in, look at my account logs, and help me resolve this with a supervisor exception?

[keelybt]

@rachelmae I'm sorry to hear about your experience. It looks like your private messages are currently turned off. Please send me a private message with your order number. You can adjust your account settings (the gear icon) to enable private messages on a desktop or mobile web browser, not the app.