Sephora Returns w/FedEx SmartPost. BEWARE

[CrysnMakeup]

(Edited to say after many efforts my issue was thankfully resolved.)

I’m writing in hopes of helping other customers avoid this or at least know they aren’t alone. I don’t like to jump to conclusions, but it appears this is deliberate and a pattern on Sephora’s part. I sent a return *5 weeks ago* with Sephora’s FedEx economy shipping label. It stays in an endless loop of scanning but never gets delivered.

Fedex keeps saying there’s no guaranteed date (today they said just tell Sephora to file a claim) Sephora gives various answers like: just wait, it’s the shippers fault, etc.

To add insult to injury, Sephora even sent me a refund rejection email and said make future online purchases “at my own risk”. Mind you I’m “Rouge” and have almost never returned. 

It seems Sephora deliberately provides a shipping method/label that they know will “run the clock” out on your return window. Truly troubling and disappointing.

[TriniAngie]

I'm trying to find some assistance with a package I paid for and did not receive.

I contacted FedEx and explained that Sephora already said that they couldn't do anything once it's a freight forwarding address. FedEx let me know it's only those who produce the shipping label can file a claim - Sephora. I used the chat to discuss the matter and was told they basically do not send out claims.

Can anyone help or ahead some light? 

[LaurieBT]

Hi @TriniAngie,

I'm sorry for the trouble and I'll send you a message.

Best,

Laurie 

[TriniAngie]

Got the message - however I'm not seeking a refund or reship or replacement. FedEx requested a claim to be filed and only Sephora can do so. Help?

[TriniAngie]

...I mean - all I'm getting is the generic ...no one to really provide customer service, only "Unfortunately we cannot assist with this and I do apologize for the inconvenience this may cause. Please find more information here:

Parcel Forwarding Services

If you choose to use a parcel forwarding company, we will not be liable for any damage, defect, or loss that occurs. We will not offer replacements or refunds for orders or items that are reported missing or damaged that we reasonably believe to have been delivered to a parcel forwarding company. Any order addressed to a parcel forwarding company is placed at your own risk. Sephora is not responsible for lost or stolen packages.

What if it was Sephora who made an error on the label?

What if FedEx made an error?

I paid for the items, there was my birthday gift as well in there....

I am not asking for a refund or a reship - I just want to get my items... and the only way FedEx can investigate is if Sephora sends a claim...

I guess Sephora will not do that for me.... and I suppose I should cut my losses as there is a 90-day limit for FedEx to investigate 

This really hurts Sephora

...really hurts 

#disappointed  

[TriniAngie]

I should start my own discussion....

But I just noticed that my missing order was sent via FedEX - all others were fine with UPS....

Yet somehow - I cannot be assisted by Sephora 

How can I have any control over this? And why will you take a customer's money - but not deliver? 

I paid in full - but I am still empty handed...

Shame on you Sephora 

[Kalasmom3]

Wow I just happened to stumble across this as I was reaching out to get some help for a package that never arrived. I'm also Rouge and a Skeepers influencer. I ordered back on the 9th i believe and it arrived in Florida (state where I'm at) the 10th but not in my area. It hasn't moved since. There's no FedEx updates other than arrived at their station or whatever. I tried to file a claim and had to wait until this morning (21st) to be denied as Sephora needs to file or give me an affidavit. I've seriously been having SO many problems with Sephora of late. Mostly with my credit card. I have told them I refuse to pay until they give me the rewards they owe me. Anyway, I believe you're correct. Something is up with them...  Let's see if  they straighten us out,shall we?

[keelybt]

@CrysnMakeup I'm sorry to hear about this experience. I will send you a PM to help. 

[CrysnMakeup]

Thanks so much for helping to get this issue resolved. I genuinely appreciate it!