Unable to issue a refund or reshipment due to “previous accommodations.”

[smyx]

I recently moved out from a house and into an apartment. All my Sephora orders have either been delivered to my door by FleetOptics or in my box from Canada Post. I’ve placed several orders during Sephora’s Savings Event and the first 3/6 orders have been delivered to my doorstep. Today, I received an email saying FleetOptics “delivered” my package but no one came to my floor and when I went to the lobby, I couldn’t see any Sephora package. They uploaded a photo of the sign of the building with no indication of where they left my package. Live chat and email reps told me that they are unable to issue a refund or reshipment due to “previous accommodations.”

I understand that Sephora is trying to be careful but missing products and packages are circumstances out of my control. This seems like a packaging and distribution concern. 

For those who have gone through a similar experience, did you continue to shop with Sephora? If so, how did they regain your trust? I’m finding it difficult to shop confidently with Sephora, knowing that I could possibly risk never receiving my order and not getting my money back. 

[mikaelatannn]

Same I bought the gisou hair mask and they said  At this time, we cannot process a reshipment or refund because of previous accommodations that were made to you for order issues. like what?

[keelybt]

@mikaelatannn I'm sorry to hear that and we'll be happy to take a look.   It looks like your private messages are currently turned off. Please send me a private message with your order number and the details or you can contact Sephora privately through Facebook, X or Instagram. 

[caathy]

This same thing happened to me as well, and when I tried to contact sephora they told me their decision was final and basically I tried too many times to defraud them since I did it once when an order was out for delivery for a week and never came. The agent was so rude and dismissive as well when I tried to explain to her why I previously tried to use an accommodation. It makes no sense since I'm rouge as well and spend a lot of money at Sephora. 

All I got in my box was 2 free samples and the Ouai Free birthday gift and my concealer. Missing my spray!! Clearly the person packing chose the wrong item to go in my box and put the free sample instead of the tower 28 spray.

Ugh so frustrating and now I am out $40 dollars.

[DaneeBT]

Hi @caathy I'm sorry to hear about this! I'll send you a PM.

[Nikitaavalon]

Hey just noticed your post and dealing with the exact same issue! I have only ever had shipping issue when Sephora ships with FleetOptics, over the years I have now learned that I never place orders of more than $300 and instead break up what I want to buy in multiple orders especially during the savings events. It’s absolute stupidity and the idea that Sephora can’t help because of “previous accommodations” is nonsense because they aren’t accommodating us as consumers they are fixing their own carrier or distribution errors, but we as consumers get penalized.

[LaurieBT]

Hi @Nikitaavalon,

I'm sorry to hear this! I'll send you a message shortly so I can take a look further.

Best regards,

Laurie 

[DaneeBT]

Hi @smyx oh no! I'll send you a PM.