Think twice about same day delivery - do NOT recommend

[EB43]

I recently placed a same-day delivery order totaling approximately $250 that was marked as delivered but was never received. I thoroughly checked my property, mailbox, surrounding areas, and even confirmed with neighbors, and the package is nowhere to be found. Although the driver provided a delivery photo, it does not change the fact that I did not receive the order.
I contacted customer service for assistance and was extremely disappointed with how the situation was handled. I was told that I could not be accommodated because there had allegedly been a prior accommodation associated with my address. I am completely unaware of any such accommodation. Denying assistance based solely on an address, where multiple individuals may reside, feels both unreasonable and unfair.
Expecting a customer to accept a $250 loss without any investigation, support, or resolution is unacceptable. If Sephora maintains a policy that limits protection for higher-value orders, it would be more than reasonable to require signatures for deliveries over a certain dollar amount. Without safeguards like this, customers are left vulnerable to significant losses through no fault of their own.
Based on this experience, I would strongly caution others against using same-day delivery. Unfortunately, it appears there is little protection or resolution available if an issue occurs and it falls outside of their policy. It is disappointing to feel unsupported as a customer, especially after placing an expensive order. While I understand that a delivery photo was taken, this alone does not verify successful delivery to the correct recipient or secure location.

As a customer, this experience has significantly impacted my confidence in Sephora’s delivery services and customer support standards. 

[LaurieBT]

@EB43, Thank you for reaching out! I'm sorry to hear about your experience. It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with your order number, I'll look into this. Thank you!