Shipping Delay

[monicamsalazar]

I have been trying all morning to get an update on a pending order that was ordered on December 27th and shipped as of January 2nd. I ended up receiving a refund for my purchase however this was not the resolution I was looking for. The item purchased was a special edition item that was on sale which is out of stock. The agents suggestion was to sign up for re stock alerts, however there is no option to do so and the second agent could not confirm if it will be coming back in stock. I don’t understand how Sephora is not able to escalate these inquiries to the warehouse? How does Sephora manage their inventory and product orders placed? There should be a department available for agents to escalate pending orders to the warehouse so that orders can be shipped with an alternative courier if the initial one used is not a reliable company. 

[monicamsalazar]

My original purchase was prepared for shipment however was pending pick up from courier. Can we not have my original purchase reinstated then? 

[keelybt]

@monicamsalazar  It looks like your private messages are currently turned off. Please send me a private message with your order number. You can adjust your account settings (the gear icon) on a desktop or mobile web browser, not the app. 
 

[keelybt]

@monicamsalazar I'm sorry to hear about this experience. If the item is no longer available online, we would not be able to send out a replacement. I understand that this is disappointing and will share this feedback with the appropriate department for future improvements.