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Post in Customer Support

Stolen Packages No Longer Reimbursed

I made an online order to my apartment complex on () and waited for the product to arrive. However I don't know if this is an issue with OnTrac or an issue with my area or building. But needless to say the package never arrived, but my tracking said it was delivered. I was in my building the whole day it was supposed to be delivered, and actually received mail from other carriers that same day. However my sephora package never arrived.


Now I hate to say but this has happened before, and I was always worried that at some point if this kept happening then I would end up getting blacklisted or banned from refunds or reshipments. I'm frustrated that this keeps happening but I felt that customer service would be more understanding. I've filed police reports for the stolen packages in my building so it's not like this is a falsified claim.

But I just wanted people to know that if something similar has happened to you, that it is possible for you to just end up losing your money because of someone's selfish actions. 

I contacted Sephora Customer support about this issue and I was essentially told "too bad this happened, we won't give you your money back because this happened before. you should buy our items in store."


As a disabled woman who isn't always able to make it out to stores, I felt hurt and offended. I'm not trying to start anything with this, I just thought it was tone deaf.

Either ways, I'm hesitant to order from the site ever again.

Re: Stolen Packages No Longer Reimbursed

Hi @reevehs,


I'm sorry to hear this and I will take a look in more detail. I will send you a private message shortly. Thank you!


Best regards,


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