Uber Same-Day Delivery Nonsense

[Cuteyuppie]

On September 17th I placed a Same-Day order with a scheduled delivery window of 12-2pm on September 18th.  Uber delivered the order to the wrong address and when I contacted Sephora I was advised that the only resolution was a cancellation of the order (with a refund within 3-10 business days) and to place a new order.

At 6:37 this morning I re-ordered the items for delivery today between 12-2pm and this is how the order has proceeded today:

1.  When I checked the status of the order at 12pm it showed the order as being processed with a delivery time by 9pm.  

2. I contact Sephora using the chat function as the package was to be delivered to an office and wouldn't be open at 9pm.   I was told to contact the store where the order was coming from.  I was not thrilled with this response, but proceeded to call the store.

3.  I place a call to the store and am advised that they are unable to assist as they have no control over Uber pickup times.  I am told to contact customer support.

4.  I contact customer support through the chat and the agent had the order pushed so it would arrive as soon as possible.

5.  Uber proceeds to deliver the package to the same wrong address again.

6.  I contact customer support for the fourth time and you guessed it, the only resolution was a cancellation of the order (with a refund within 3-10 business days) and to place a new order.

The delivery of the order to the wrong address is not Sephora's fault, but the solutions are incredibly flawed and beyond frustrating.  

Needless to say I have cancelled my Same-Day Delivery membership.

[LaurieBT]

Hi @Cuteyuppie,

I'm so sorry to hear of this experience and appreciate you sharing this with us. 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 most recent order number, I'll be happy to look into this. Alternatively, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available. 

Best regards,

Laurie