Replacement Order Cancelled - No Recourse or Refund

[OakParkV]

I placed my order # on 12/31/2024, and it was delivered to the wrong address.  Completely different state than I live in, even though I confirmed when I ordered that Sephora has my correct address.

I used the Chat feature on the website to report this on 1/8/2025, and the rep "Alina" told me she would process a replacement order for me, and I'd receive confirmation shortly.  I never received a confirmation email, and the next day I see my replacement order # was cancelled.

Again, I used the Chat feature to ask what happened.  The rep told me it was because they couldn't confirm my order information and payment details.  I gave her my name, address, email, and let her know I had paid for my order on Paypal.  She said a manager would review the order and they would send a replacement shortly.  

Today, I got an email from Sephora that the reason my order # was cancelled is because they couldn't verify my payment issues.  This is because I used Paypal to make the initial purchase, rather than the credit card I have on file with Sephora.  There was no mention of a replacement or refund.  

I paid close to $200 for the order and Sephora has done nothing to credit me.  I am planning to file a chargeback with Paypal, but definitely would like some answers.  I've been shopping with Sephora for close to 20 years.  This is my first time having an issue with an order and I'm getting ZERO help from customer support!

[LaurieBT]

@OakParkV, I'm so sorry for this experience! It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with your order number(s), I'll look into this. 

Please kindly note that for security purposes, the order numbers have been removed from your post. We are only able to assist with order-specific information privately. Thank you! 

[OakParkV]

@LaurieBT I keep trying to send you a PM but I'm getting an error message. 

[keelybt]

@OakParkV You can adjust your account settings (the gear icon) on a desktop or mobile web browser, not the app.