Same day delivery not delivered, Sephora doesn’t even know what third party service they are using.

[Domilopez]

I placed an order yesterday around 2:30 PM and paid for same day delivery. By 5:30 it stills said in progress. By 6 I called Sephora who guided me to call the store. They told me I had only 5 clients ahead of me to package my order. 8PM comes, the next day of the delivery window.

I called again and the very nice customer service apologizes and says it must come tomorrow morning.

Well it’s now tomorrow and the order is still stuck at processing. I called the store and they tell me the order has been ready since the day before but no one has been assigned to it, to call customer service. At this point I’m getting upset because it’s a high ticket item and I am a stuck in limbo. The nice customer service man apologizes and issues me a refund of my fee and a small credit and confirms no one has been assigned to pick up my order. What is ridiculous of this system however, is that they don’t even know what third party service it’s been sent to.  He instructs me to call the store again and see if I can arrange a pick up. I call the store and they told me they cannot do that as they need to scan the item to a barcode that only the third party delivery has.

At this point I even ask if I can just cancel and re order and pick it up myself. Which apparently I cannot as it’s sent to be fulfilled with a third party service. The manager was polite and understood my frustration but their hands are tied as well. 

Although the customer service from everyone I spoke was 10/10. The actual policy of Sephora gets a 0. I did not order my order through DoorDash or Uber Eats or Favor. I placed this order with Sephora itself. It’s insane I don’t even know who to contact of the three and the matter of the fact is, I did not pay them. I paid Sephora.
Do not offer a service if you can’t at the very minimum tell me who is delivering this service. 

[keelybt]

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