Sephora refused to refund/reship a small item with no explanation

[Meredith68]

I am a Rouge for a couple of years, and have about 20k points. 

I recently made an order of over 200 dollars, I was missing a Nars mini light reflector, and it was worth about 18 dollars before the discount. (definitely one of the least expensive items that I purchased)

I tried to contact customer service online and they said couldn't do anything about it, and then asked me to email, and the email responded that they cannot reship/refund because they've accommodated me in the past, and I asked them to provide proof that they did include the item in the shipment because it was not in the box or provide proof that I've been abusing the system or something, It's been 4 days and Sephora has yet to respond. I plan to finish using my points and never look back, especially since other companies are offering sharper discounts (BOGO from lancolm and estee lauder, 30% off from kiehls) and better customer service. 

See email below: 

I am sorry to hear your order was missing the NARS Mini Light Reflecting Setting Powder.

At this time, I am unable to accommodate the setting powder due to previous order issues. You are free to continue shopping with us on Sephora.com(😱 who the f would want to continue shopping with a company that just steals you money without providing the product?), although please mind accommodations for order issues aren't guaranteed.(😂, this is like saying, hey sorry you purchased 1k worth of product that we never shipped, but too bad for you cause we'll just take the money and run with it)

I apologize for the inconvenience incurred and appreciate your understanding.

Regards,

Casey

Sephora Client Services

[Tasha6231]

Same thing happening to me now. Sephora customer service is crap!

[Izzra]

I have literally experienced the same exact thing right now, and it was literally an order over 1000$. Mind you they lied on top of stealing my money that they have accommodated me before which is not true, maybe one time someone else in my house for a small order that Sephora screwed up which is still not that many times. And then they blocked my account completely, refused to help me also they use a delivery carrier that almost everyone who complaint here has said isn’t a reliable source at all. I personally have never heard of them until right now. 

[DaneeBT]

Hi @Meredith68

I'm sorry to hear about this! I am sending you a PM to assist.

Always,
Danee