Requesting Urgent Update

[an1216]

Hi,

I’m reaching out because I’m extremely disappointed with my recent purchase. This is my first time ordering from Sephora and honestly, it has turned into the worst experience. I bought a special gift for my mom and even used the online greeting option. The greeting was sent in advance but the actual package which is the most important part is still undelivered.

I clearly wrote the delivery instructions with my exact address and specifically noted that it MUST be delivered to the basement. The family on the main floor is on vacation, so no one can receive it there. The basement is the only safe place and my mom has been waiting for this package. This is very frustrating and upsetting, especially because this gift was important. I really need answers and an urgent update on where my package is. Please help! Thank you

[LaurieBT]

@an1216, I'm sorry to hear this! 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 and shipping address, I'll look into this.

Alternatively, for immediate assistance, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available. Thank you!

[an1216]

It’s been a week, but I still haven’t received any updates regarding this matter.

[LaurieBT]

@an1216, my apologies, it doesn't look like I received a private message from you with the requested information. I'll send you a message shortly to follow up.