Stolen package

[dkmc913]

My Sephora package got delivered yesterday and I couldn't find it anywhere in the mail room. I live in an apartment building and the mail room is not very secure. I am really upset cause it is all the things I got during the VIB rouge sale. I spent a lot of money and it got stolen. Please help! One more thing, I don't understand why Sephora package has Sephora logo on it. Anyone who is familiar with makeup/skincare would know that things from Sephora are pricey and I think making the packages that recognizable can be a reason why Sephora packages always get stolen. I have never got any of my other packages stolen before.  I am really frustrated right now.

[Anonymous]

I also ordered products from Sephora and been waiting weeks for it to arrive. I though due to covid the order was delay but I recently went to track the order and it says it’s been delivered but I never received the product. 

[DaneeBT]

Hi @Anonymous,

I'm sorry to hear you haven't received your package. I will send you a PM in just a moment.

Always,

Danee

[dojodaisy]

Yep, just came home to a missing package as well. This is the third time this has happened in the past year or so and I can't tell if they are being stolen by delivery service, neighbors or some other mysterious thief. I'm trying to figure out how to send packages to a drop-off location but I can't find any helpful info on the site of how to set that up. Either way, that was another $100 down the drain of things I had saved up for and was excited to receive ...

[manishagupta529]

Okay, so I live in London, ON and the sephora store here usually have things out of stock, so I went to Yorkdale mall on the weekend to buy stuff from sephora, thinking I will buy what ever need as I don't prefer ordering it online. there also they were out of stock and the assistant asked me to order it through the store and it will be delivered at my house, I told her I don't prefer it and not sure its safe or not,  but after her assurance I decided to order it online and here I am, my package is gone missing. it got stolen. I don't even know what to do next. I usually buy a lot stuff from sephora in store and this was my first time and I am not sure whom should I blame, sephora packaging, THE LOGO or the canada post. Never ever I had package gone missing and this is the first time ever. Advice to people who are thinking to order stuff online, Dont its a headache if the package is stolen. Prefer to go in store and buy it. 

[ZakiyaBT]

Hi @manishagupta529,

I am sorry to hear this! I will send you a PM for further assistance.

Best,

Zakiya

[ZakiyaBT]

Hi @dojodaisy,

I am sorry to hear this! I will send you a PM for further assistance. 

Best,

Zakiya

[MSZzz]

Just had three packages go missing. I did some research, had an investigation for each package done by the delivery service and am 95% sure the delivery service stole the packages. If anyone else has used OnTrac please be cautious. I have only had one package stolen in my life (when I was living in NYC) and now live on a quiet street in the PNW... I never post things like this, but I really feel like people should be aware of this company and urge Sephora to stop using them for deliveries.

[Zoezq]

Yes， I bought three waves of stuff during this discount. Two parcels are missing! One of them is ontrac. I don't know what to do. I am so angry.

[kevinbt]

Hi @Zoezq, I am sorry to hear that! I am sending you a private message to further assist. 

Regards, 

Kevin

[koshka2487]

My sephora packages almost always get stolen!!! I dont understand either why they have the logo on their boxes??? I stopped ordering for the address where I live and started ordering to my friend's address where almost always ppl are home, but guess what?? They get stolen from that address too!!! so frustrated right now :(((

[ZakiyaBT]

Hi @koshka2487,

I am sorry to hear that you did not receive your package. If you have not been assisted already, please send me a PM with your order number and I will look into this further for you. 

Best,

Zakiya

[Gingerlolipop]

The issue of missing package happened on me too. Sephora gave me a reshippment but the second package was also missing!!!!! I suspect the package was stolen, but 911 could not help me with it. Now I just contacted Sephora. Hope they can give me a refund and do something helpful to stop future package stealing.

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@dkmc913 wrote:

My Sephora package got delivered yesterday and I couldn't find it anywhere in the mail room. I live in an apartment building and the mail room is not very secure. I am really upset cause it is all the things I got during the VIB rouge sale. I spent a lot of money and it got stolen. Please help! One more thing, I don't understand why Sephora package has Sephora logo on it. Anyone who is familiar with makeup/skincare would know that things from Sephora are pricey and I think making the packages that recognizable can be a reason why Sephora packages always get stolen. I have never got any of my other packages stolen before.  I am really frustrated right now.

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[LaurieBT]

Hi @Gingerlolipop,

I'm so sorry about this and thank you for sharing this feedback with us. If you still need assistance with this, please feel free to send me a private message with your order number.

Warm regards,

Laurie

[Gingerlolipop]

Hi Laurie, I contacted Sephora Facebook page then the result was my account being banned for future online shopping. I didn’t even get a promotion email since then. I guess I’ll just use up all my points on this account and shop somewhere else.

[musicbliss]

Sorry to hear that! I definitely agree Sephora should remove their logo from all the boxes.

[RichardBT]

Hello @dkmc913,

So sorry to see this. If you are still experiencing issues with this order, please send me a PM and I'd be happy to assist!

Cheers,

Richard

[Anonymous]

I bought a PO Box because of stolen packages. Its worth the investment and your packages are more secure, its around $25-$50 a year. 

[Himeru]

@dkmc913 The same thing happened to me on Thursday! I had two packages delivered; one package was missing and another was literally opened (no tape and all). Luckily, that package had nothing missing while the other was completely gone. I ended up calling Sephora and ended up getting a refund because some items in my order were out of stock.

It really doesn't help that I live in an apartment too. When it's left on the in front of the door, anyone can walk up to it, pick it up, and leave. It was the first time that happened to me.

Maybe try contacting them again? I know that in some cases, they need to open an investigation before continuing on with the refunding/reshipping. 

[ClassicallyFab]

@dkmc913 I have A friend that works for UPS. He told me that any company (Sephora) that gives UOS a “release” directive, meaning the order to leave a package without requiring a signature, is the responsible party for the package. This means you’ll need to contact Sephora to inquire if they’ll make this right for you. It was Sephora’s choice to leave the package.

[mmmiu]

Check your credit card benefits, some offer purchase protection security and may help you replace certain things