Stores & Services
Find a Sephora

Happening at Sephora

View all


From makeovers to personalized skincare consultations

Free Classes

Get inspired, play with products & learn new skills

Showing results for 
Search instead for 
Did you mean: 
Post in Customer Support

TF Lost Cherry, Missing from package!

I am beyond disappointed by my experience with Sephora. I placed a large fragrance order for Christmas and upon unboxing I noticed they failed to mail me the most expensive fragrance (TF Lost Cherry). To my surprise, customer service told me it wasn’t eligible to reship or refund and tried to tell me to have a happy holiday?! 

It’s completely infuriating and unacceptable; especially this close to Christmas! This is the definition of fraud! If they are unable to accurately fulfill orders when they run 20% holiday promotions, they shouldn’t have them. I have honestly lost faith in this company’s fulfillment operations and customer support after this experience; I requested to escalate as I am now out $340+ dollars (discount price) and I am supposedly waiting on an email w/o a case number. $340+ is a lot of money, it should be noted that while my issue isn’t resolved; I still expect full remediation, as I refuse to accept the consequences of either overworked seasonal labor, employee theft, poor QC and/or computer validation error. 

Sephora, to be a customer who has spent well over $30k with you over the past couple of years and not having a pattern of returning or reporting an items missing in the past; this is a completely and utterly uncalled for and unfounded. 

Word of advice: if you are shopping online, there are usually better deals on the brand websites that will ensure you receive your merchandise vs occasional 20% and unreliable fulfillment. I will no longer risk it! 

Re: TF Lost Cherry, Missing from package!

@aselam I'm sorry to hear about your experience. I will send you a PM for more information. 

1 Reply
Conversation Stats
  • 1 reply
  • 0 Hearts Given
  • 2 Contributors