Sephora’s Failure to Address Order Issues and Poor Shipping Choices

[aranyadw]

I am incredibly frustrated with Sephora’s handling of my recent order and the poor level of customer support I received.

Here’s what happened: Shortly after placing my order, I realized the shipping address was incorrect. I reached out to customer service just a few hours later to fix the issue. I was told it was "too late" to update the address or cancel the order, even though it hadn’t shipped yet. This seemed absurd, as most retailers provide at least a small window to make adjustments for mistakes.

The agent assured me they would submit a cancellation request to their distribution center, which might take 1–3 business days for review. I waited, only to receive a notification 2 days later that the package had been shipped—using OnTrac, a service notorious for delivery issues and poor customer reviews.

Now, my package is being sent to an old address, and I’ll likely lose the products and my rewards item. This entire experience has been a nightmare, and Sephora’s lack of care for loyal customers is glaring.

[keelybt]

@aranyadw I'm sorry to hear that! I regret that we don't have a way to make any modifications to your order once it has been placed and I apologize for the inconvenience.  It looks like your private messages are currently turned off. Please send me a private message with your order number or you can contact us by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service