Sephora refused to refund a missing packages.

[violet00cn]

As a ROUGE member, I purchased so many times online during 20% off discount time. However, one of the order package couple days ago as a gift to my friend was missing. The deliver info said outside the front door of her house, but she was unable to find it. So I contacted Sephora customer services live chat for help. Unfortunately, the advisor said my account is 'so many reship' and unable to reship or refund. I asked what exatly the times of reship I asked. The advisor was unable to answer and passed me with no reason.

I called and waited almost half an hour and finally talked to someone as a 'supervisor'. He told me the reship happened under my account within 2022. But the reship happened because Sephora missed items I ordered online. He said because of the reship amount is over $400, so they are unable to do anyting but override a request. How ridiculous is this?！ The reship was because of Sephora's awful package mistakes, and it turns out I am the one who has to afford this mistake? If Sephora could package the items well, there will be no reship requests happened!

I am extemely disappointed with this online shopping company, even though I have being ROUGE for over 10 years! 

[keelybt]

@violet00cn I'm sorry to hear about your experience. I will send you a PM to help. 

[gkskingirl]

Report to BBB

Dispute charge on your credit card

Report to FTC

Sephora's refusing a return for a lost package based on your account history is a violation on CA Consumer Laws.

See Universal Citation CA Civ Code 1723

[angeemarie]

Something similar is actually happening to me as well right now! They won’t help me , they sent me a prepaid label to send what I received instead so they can process the refund but now I’m afraid I’ll never see this money again that I paid! Any claim I have ever made with Sephora as far as I can remember is things being broken due to the lack of them using bubble wrap. I agree that this is disheartening as I’m also a rouge member for years straight so just like you spend a lot of money there I’m very sad about it and have been upset all day . It wasn’t cheap . Also I canceled an order within the timeframe it was within minutes! After pay was immediately charged and now I have to wait 10 days for the reversal they stated and had to open a claim . Over another $100. This is my first bad experience with Sephora so I’m very sad I can’t even say I’m angry because it’s just upsetting 

[bunbeauty]

Sorry to hear this! I’m having a similar experience too. Good recommendation to call customer service instead of the chat, though! Good luck and thanks!

[violet00cn]

The shopping experience with Sephora is so disappointed. I called and insisted to talk to a supervisor and finally got someone. But the online chat is useless. Online chat never pass you to the right person instead bounced you around like a ball.

Really mad at what the supervisor said about the reship or missing package problem. Most of the reship reasons were Sephora didn't do its job properly to pack right items. Otherwise, Sephora asks customers to take responsibilities for its mistakes. Such an annoying things.

And the supervisor said in the email after the call:

Sephora is dedicated to providing you with an excellent experience each time a purchase is made online.

We appreciate that you chose to shop with Sephora for your beauty needs, but given this type of order issue you have reported to us is extremely uncommon, we are unable to extend a reshipment or refund.

We welcome you to continue shopping with us, but if you place orders for delivery to this or other addresses, please note that this will be at your own risk.  We will not offer a replacement, refund or accommodation for any potential order issues.

As an option, you may consider shopping in store.

So ridiculous! So we should stop shopping online but go to store only in case Sephora packed your staff wrong or you didn't get your package??!!  

[angeemarie]

oh my! this is hard for MY eyes to see! I am so sorry!! I wonder whats going on, why we are all being treated this way? 

[violet00cn]

[excellenceisme]

Exactly same thing happened with me just couple of hours back. Customer service becomes extremely rude once they see red flag... my order shows delivered with a note that the shipment is delayed due to extreme weather conditions....looking all above reply I am sure I will get similar response. I don't know for how long will this be but I am thinking to avoid sephora for future. Indie brands are better anyways

[fernandaz]

I CANNOT believe how common this issue is. I'm going through the same exact thing. I also received my package with 100% incorrect products and the customer service rep told me she couldn't help because of previous instances and then refused to tell me what the previous instances were. I am infuriated because it was hundreds of $$ worth of stuff and now I'm afraid to return everything because they might still charge me.The stuff they sent is only a fraction of what I paid. I am never ever shopping with sephora again. Ulta has better rewards anyway.