Veho is HORRIBLE - PLEASE GET A NEW DELIVERY PARTNER

[Liz414P]

I recently placed an order from Sephora that was delivered last week. I live in a big city where packages are often stolen, so I use a delivery service to make sure that packages are delivered right to my door when I'm home. I had my Sephora package sent to the delivery facility - as I do with EVERYTHING that I order. My city girls get it - why risk having it stolen if I'm at work when I know the package will be safely delivered right to me in a certain time window of my choosing.

Anyway, the Veho driver left the package in the MIDDLE OF A PARKING LOT. He did not place it near the package drop-off location. You can literally see his shoes and a car in the "proof of delivery" photo. That being said, the package was not actually delivered to the facility! 

I saw that the package should have been delivered a few days ago, but I never got a notification from my delivery service. After a long email exchange, I come to find out that they never received the package because the driver did not place it at the drop-off door (which is always monitored). Because they never received the package, they will not issue a refund or help me resolve it. 

So, I decided to call Sephora. And they basically told me that it's my fault for using a delivery service. the Sephora rep said that because I had the package "delivered" to a forwarding facility rather than my own apartment, that I bore the risk that something would happen to it. Basically, they told me I was out of luck - even though THEIR DELIVERY SERVICE NEVER ACTUALLY DELIVERED THE PACKAGE. I informed the rep of this clear fact - that the package was not received by the facility because it was not delivered to the correct location. So then i was told to contact Veho and see what they could do. 

Veho does NOTHING. I have an open investigation with them currently to prove that the package was not delivered. However, once this is proven Veho will still NOT issue me a refund. So now I'm out $70 worth of product and have spent hours emailing and calling with the delivery service, Sephora, and Veho to resolve this. Someone it seems like I'm the only one to get screwed over in all this. 

I have loved Sephora for years, but this is making me question my loyalty. I have never experienced worst customer service - especially for an issue that was the driver's fault! If I had put in the wrong address, that would totally be on me. But I didn't. Sephora just chose to partner with an incompetent delivery service, so now it's customers are the ones getting screwed over.

Please see the "proof of delivery" photo below. It's actually laughable. 

 

[kadz1]

SAMEEEEE THING WITH ME! I USE A FREIGHT FORWARDER ! SEPHORA / VEHO shipped the package to Fort Lauderdale as opposed to OAKLAND PARK, FL as requested and they're not doing a reshipment or refund because they're blaming ME for using a forwarder. I'll never shop with Sephora, I'm $90 less. I'm back and forth with them in emails for my money. I hate them soooooo much now! 

You deserve better, that shipping rep is awful. The "proof of delivery " pic you posted is b.s! Smh 

[keelybt]

@kadz1 @Liz414P I'm sorry to hear that you haven't received your orders.  It looks like your private messages are currently turned off. Please send me a private message with your order number or you can contact Sephora privately through Facebook or Instagram.