Sephora refusing refund

[JoanBob]

Spoiler

I am actually highly disappointed right now Sephora. I’ve tried doing many chats and each person has ended it for no reason. I just log off the site and when I come back it says “start a new chat button”. I just recently moved into this house and I was always a Sephora in store shopper and decided to try shopping online for the first time because in store was out of stock in a lot of items (since it was the sale) I was so excited to open my package when I got home because I saw it was delivered and there was proof of delivery. When I got home I picked it up and noticed it was really light for some reason. The box was only .75 lbs on the shipping label which if you add all my items up together it would be well over 2lbs. I opened up the box and sure enough it was empty, NOT EVEN A FREE SAMPLE?? I have all video evidence yet they’re refusing to a refund due to “previous accommodations” My only previous accommodation was contacting them about it and they just left the chat? This was literally my first time ever ordering online before so I don’t know what pervious acclimations they’re talking about. It’s crazy that yall are a huge business yet you refuse to refund a customer that has VIDEO EVIDENCE OF OPENING THE BOX. Do better Sephora because I am highly disappointed. This was my first time online ordering with you guys. I have all video evidence and I’ve heard my neighbors say it happened multiple times to them when I brought it up in a conversation with them. Now I have $75 down the drain thanks to you guys. I do not know if anyone packaging my order stole it or what because the shipping label is clear proof of missing items in the box.

[saij92]

I’m deeply frustrated with Sephora’s handling of my very first online order. When my package arrived, several paid-for items were missing. Rather than offer a simple reshipment or refund, I was told—without any details—that “prior accommodations” prevent them from doing so.

I asked for clarification on these mysterious accommodations, and was flatly refused any explanation. It feels like Sephora has taken payment for products I never received, with no valid justification and no transparency. This is unacceptable. I expect the missing items to be shipped or a full refund issued immediately, along with a clear account of what “prior accommodations” they claim to have made.

[LaurieBT]

@JoanBob, I'm sorry to hear this! 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, I'll look into this.

Alternatively, for immediate assistance, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available. Thank you!

[JoanBob]

Private message for no help? Ok! 😂 I will never be shopping with you guys again. They accused me of past accommodations when this was my first time ever buying online. When I asked them what accommodations, they refused to answer the question. Stealing from customers is an all time low!