Same Day Delivery, Clueless Customer Service

[sunsign]

Placed a same day delivery yesterday before the cut-off time because the Sephora website says plainly that if I place an order before the cut-off time, I will get the order the same day. Nope. Never got it. This morning when I talk to customer service, they tell me they can’t do anything, just to call the store to cancel it. Okay, I call the store. The manager there says nope, they can’t cancel, the order has been ready since yesterday to be picked up, they can’t do anything, just to wait and maybe a driver might show up around noon to deliver it. Maybe. Call customer service again. This time a girl says ummm well it might take up to three days for a same day delivery to be delivered and that same day delivery isn’t actually same day. What? Then says if I don’t get it by 3 or 4 to call. I then ask what will happen if I call by that time if it hasn’t been delivered, will I get a refund? She then goes “ummm” again and then says “maybe, I don’t know.” What?? Then says maybe the system will let them cancel it, maybe not. Again, what?

Why did I order same day delivery? How did I order this through Sephora yet everyone is saying they can’t do anything and it’s entirely up to the third party delivery system. I ask who will be delivering it. “I don’t know.” Awesome help. Wish Sephora was more transparent about this because I ordered same day because I needed something the same day, not “maybe” three days later, or “possibly today.”

Can someone just cancel this order. 

[LaurieBT]

@sunsign, I'm so sorry for this order 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, I'll look into this. 

Alternatively, 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! 

[sunsign]

Sent a message.