Terrible customer service

[ambowma]

I have received the WORST customer service from Sephora. The last year or so, I have had several orders that have been marked as delivered, but have  never shown up at my house. I even have delivery pictures that show a home that are very clearly not my house. I have contacted Sephora several times, and each time they act like I am lying and for this most recent order, there is nothing they can do. They won’t refund, reship, give a credit… nothing. The supervisor only refers to their “system” not allowing them to do anything. So basically Sephora is run by some mythical system with not actual ability to offer support when there are real-life issues. I’ve open a fraud claim and won’t shop here again, but I hope someone sees this and thinks before they order. It is a shame that the assumption is that the customer is lying and that there is no alternative for those of us who don’t live super close to a physical store. I will shop elsewhere in the future. 

[DaneeBT]

Hi @ambowma I'm sorry to hear about this! It looks like your private messages are currently turned off. You can adjust your preferences in your settings on a browser, not the app. Please send me a private message with your order number or you may contact us via phone at 1-877-737-4672 or via our live chat for assistance. 

[ambowma]

I turned my private messages on. I have contacted customer service both on the chat and the phone, thus my comment about the customer service being a terrible experience. 

[keelybt]

@ambowma I have sent you a PM for more information.