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I placed an order on October 22nd for just under $500 worth of makeup products that I needed for the Halloween weekend. It shipped on the 23rd, and was supposed to arrive on the 24th. However, the 24th passed by and it still just said it was "On Its Way", and so on the evening of the 25th I contacted customer support. I was told:
So, I waited into the 26th, and there was no delivery. Upon contacting support again, I was told the package was actually delivered on the 24th. I was sent to a new tracking info page, one different than the sephora tracking page, that showed it was delivered on the 24th, with this delivery photo:
That's the side entrance to my apartment, completely open to the street. There is a mail room and buzzer directly above where the parcel was delivered, yet the buzzer was not used and I was not called about this delivery. Of course by the time I checked for this parcel 3 days later it was long gone.
I contacted support and was told to file a claim with FleetOptics, the courier. It took a few days to get in contact with them but I after getting a response I was told they weren't liable because the order was delivered. So, I contacted Sephora support again. After telling them all this, I was told they could do nothing to help because the system said it was delivered -- so I asked to talk to a supervisor. This supervisor told me:
No help there. At this point I don't know what to do, if I should keep pushing with the support team, go to small claims court, or just give up and accept that I paid $600 for absolutely nothing.
I have the full transcripts for all of these conversations. Posting here is a final effort to get help, because this just isn't acceptable. To make matters even more frustrating, after all this it even still says on the Sephora tracking site that the delivery is "On Its Way".
