STOLEN SEPHORA PACKAGE DELIVERED BY FLEETOPTICS

[jeannemtl]

I was supposed to receive a 230$ order on Tuesday. Then the delivery got changed at the last minute to Monday, when I was at work. When I got home there was no package on my doorstep even though I got the email saying it was delivered. I've been a Rouge Member for years, I've spent thousands of dollars at Sephora. Still they won't send me the products again or reimburse me. I've called the police and the Consumer Protection Bureau, they told me that by the law in my province (Quebec), Sephora is legally obligated to reimburse me. I've contacted customer support several times. They refuse to help me.

Official OPC guideline : When the contract provides for the delivery of goods, the merchant is required to take the necessary steps to ensure you receive your order. If the merchant chooses to leave the parcel at your door, they must take responsibility if it disappears.

I've read online that a lot of people had this issue, especially when the delivery was handled by Fleetoptics. Sephora is a big company and they should be accountable for not using a more reputable entreprise for their deliveries. The fact that they do not want to help a customer in that situation, even though it is their legal obligation baffles me. I'm contemplating contacting the medias since I saw that this was a big issue with them. The next step suggested by my lawyer is to send them a formal notice. Can't believe I will have to resort to such measures.

#stolenpackage

[Kaylamagz00]

The same thing happened to me today. Delivery was expected for Monday and then all of a sudden it changed to this Saturday.

i didn’t even know Sephora does weekend delivery! They should really request a signature at the door to avoid this. It seems like it happens a lot!

[keelybt]

@Kaylamagz00 I'm sorry to hear that!  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

[keelybt]

@jeannemtl I'm sorry to hear about this experience.  It looks like your private messages are currently turned off. Please send me a private message with your order number or you can contact Sephora privately on Facebook or Instagram for further assistance.

[maheentariq]

The same happened with me today and they’re unwilling to help and I’ve lost my money. I’m extremely upset and have been crying.