Unreliable and Irresponsible Delivery Service AND Terrible Customer Service

[MickeyF90]

I received two separate Sephora packages yesterday delivered to my front door (in an apartment building). One of the orders was a LARGE order that was HIGH in value, yet I had tons of missing items from the box. Firstly, I do not understand why on earth Sephora would think it's appropriate to deliver a shipment like this WITHOUT  a signature. This box was left sitting open in my apartment building for hours "delivered" before I actually came home from work to retrieve it. 

Nonetheless, once I received it and saw that nearly all my items were missing, alongside damage to the items I did receive - I called customer service immediately. The lady said she tried to place a reshipment but could not due to previous reshipments on my account. This is completely false as I have never had a previous reshipment or replacement done on my account. At this point she said there was nothing she could do.

I asked for her supervisor because that is a bit ridiculous. The supervisor was kind enough to look into it further and she then said she would be placing a reshipment request, and that my order would be reshipped in 24-48 hours, and to keep an eye out for an email confirmation.

Literally 2 hours after that call, I got an email saying they would not reship because "Based on the tracking information, the order has been delivered and with no notes of damaged or missing items. You are welcome to escalate this issue with your financial institution or with the carrier as we are unable to accommodate." .... I am just in shock regarding the lack of accountability and lack of customer service that actually took place here. In addition, at no point of the call did the supervisor say they could deny the reshipment.

I went to the UPS distribution center and they said since they are the carrier, they cannot fulfill any requests for reshipment. They also told me they have a contract and Sephora has insurance with them, and that as the MERCHANT they should be fixing any issues found upon retrieval of my package.

I am extremely disappointed and disgusted in this company, but from what I can clearly see, I am NOT the only person this has happened to. Sephora is clearly falling down the wrong path, and soon enough they won't have any loyal customers.

[anushka93]

I really hope Sephora terminates their contract with UPS.

This is the worst courier service ever. I've been waiting for my package and since Saturday they keep "attempting delivery" and "missing me" while I'm literally home all day and waiting for it. The same happened today and UPS customer service is not willing to help or escalate it. There's 95F heat and I am seriously worried my cosmetics come overheated and spoiled as they've been on a courier van for a couple days now. 😫

[keelybt]

@anushka93 I'm sorry to hear that! I will send you a PM. 

[MickeyF90]

Disgusting company and disgusting customer service all around. They have yet to resolve this issue. In fact, they refuse to resolve this issue. And they will constantly lead you on saying they a manager of corporate will call you back in 3 business days. It has been 6 business days with NO calls, even though I have followed up TWICE.

[fwangelina]

you are completely right.

[MickeyF90]

As we can clearly see at this point. Sephora will continue to put their paying customers LAST. And will only accommodate and resolve issues of those who are "influencers" and those they pick and choose. 

SEPHORA - You cannot pick and choose what customers/orders you send out replacements and refunds for. Especially when someone like myself does NOT have ANY history of this on my previous orders, and the oversight and mistake was due to you all.

This is a disgusting corporation.

[MickeyF90]

FYI to all - I am STILL waiting on a resolution for this issue. The moderator reached out to me on Friday only to take HOURS to say "let me check on this" and "we are unable to assist you with this issue". How can you be a multi billion dollar corporation and refuse to take accountability for your oversights. Absolutely disgusted. 

[MickeyF90]

If you are expecting Sephora to assist you regarding damaged package or missing items, DO NOT COUNT ON THEM. They will REFUSE to take accountability, and on top of that WILL REFUSE TO PROVIDE ANAY INFORMATION.

[MickeyF90]

bumping this because clearly the moderators pick and choose which posts they want to respond to, while leaving the posts with order delivery issues unresolved and un-responded to.

[LaurieBT]

Hi @MickeyF90,

I'm sorry for this issue with your order and I'll send you a message. Please note that we respond to all posts in the order they are received, and we work to respond as quickly as we're able to. Thank you for your patience.

Best,

Laurie