Same-day delivery never shipped

[Anonymous]

I placed 2 regular shipping orders on 12/11 and 12/15 that still haven't arrived and are floating around out there. I gave up and signed up for same-day delivery thinking it would help save some time during this season and re-ordered today with same-day delivery. The order stated it would be delivered by 8pm. I contacted customer service around 7:30pm and was told the store was preparing my order and I would receive an email when the store shipped out my order.

At 8:30pm, I contacted customer service and spoke again with the same representative who copy-pasted the same response as before. I inquired further whether there was a way to tell if the order would still arrive tomorrow as I am leaving shortly to go out of town and this was time-sensitive. I looked at my local store's hours at it said they would close at 9pm, which I also told the rep. He then stated that he checked the store's hours and they were actually closed so it might arrive tomorrow. This is really frustrating and the representative was not at all helpful or apologetic and did not offer any solution. This is really unacceptable.

[keelybt]

@Anonymous 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