Sephora Order Never Arrived Or Stolen! No Help From Support!

[ElizabethSch18]

Hi everyone,

Sorry that my first post on here is a complaint, but I actually can’t believe what just happened. So I ordered some cologne for my husband for his birthday, 3 different designer bottles mind you, and never received them. They said they were delivered but they weren’t, I asked around and nobody even saw the delivery trucks recently. Now, today is the day, and I only have a small gift that I had to run and grab last minute for him instead. After many days of checking back and the Customer Service chat still being unavailable, today it was finally open. I was working all week so I couldn’t call during their hours, but I finally was able to chat with someone, and I’m more defeated now than ever. The customer support agent was far from helpful, and wouldn’t even hear me out on a human level. I don’t even think the person I talked to was a person, everything read like it was a chat bot. Eventually I just asked if there was a supervisor, and when I did, they told me they already tried an appeal and it didn’t work? But it was literally 2 seconds after I asked for help? The whole customer support experience seemed fake honestly. I honestly can’t believe it. Apparently there’s nothing at all they can do about a missing package. Nearly $400 down the drain, and nothing but a pack of socks and underwear for my husband on his birthday. I even asked if they could just reach out to the delivery people or something, but no, nothing. There’s no way that Sephora can’t do anything about this. Has anyone else had better support, or any solutions? If not, this company might be the worst. I simply cannot justify spending any more money on items from their store. Why would I support a brand that couldn’t care less about their customers? I’ve seen many of you have the same or similar stories about items not arriving even though they say they had, then Sephora doing nothing about it. I’m at such a loss, financially and mentally. Exhausting! #PoorCustomerService #Scammed 

[LaurieBT]

Hi @ElizabethSch18, I'm so sorry to hear of this 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 and shipping address, I'll look into this. Thank you!