Why is my order not shipping

[ktttt221]

I placed my order well over 3 weeks ago and haven’t received any emails or helpful updates since placing my order. Tracking info isn’t available. I’m going away soon and need my products that I order wayyyy in advance. I am going to be very mad if my package is delivered when I’m not home and have no one toake sure it isn’t sitting at my front door while I’m away. I received several different delivery dates and still have no idea where my order is. Finally got an answer fromcustomer service. Very unhelpful. They said that it has been shipped andthat everything is resolved. Well I can’t get any sort of tracking info. Update June 2 I literally had to copy and paste the USPS tracking number for my order into the USPS website. There I found that my order has been in “pre-shipment” since May 28. So basically USPS is waiting for my package to arrive to their facility from Sephora. In my experience when it is stuck in pre-shipment like this, usually means that the package was lost. Contacted Sephora again asking about this and once again received no actual help. Even though my package is seemingly no where to be found, this morning I did see a new charge for this order posted to my bank account. So naturally I am concerned that my package will never arrive and basically lose my money. I’m honestly getting more annoyed and angry with Sephora every single day. Highly doubt my package will arrive by the new delivery date it says which is June 4.

[SKCanada]

Wow! Same! My order was placed almost a month ago, still waiting, now no accurate tracking info, was supposed to be here already. I’ve had such terrible shipping experiences with Sephora for the last while that it’s really making me rethink shopping here.

[ZakiyaBT]

Hi @ktttt221,

I am sorry to hear this! I will send you a PM for further assistance. 

Best,

Zakiya

[bartschclan]

I ordered on May 4th and just received it yesterday May29th!!!

[MaryJane13]

I ordered mine since May 8th and it's June 2nd and it's still processing

[MaryJane13]

I'm not sure how to reply as I'm new to the Sephora app.... my boyfriend placed the order on the 8th... I'll get the order number and reply back. we are in no rush btw

[keelybt]

@MaryJane13 To find your PMs, please click the bell on the top right. You should be able to select and reply to the message there. 

[keelybt]

@SKCanada @MaryJane13 We are working diligently to get all placed orders filled while prioritizing the safety of our employees. I will be happy to take a look at your orders and will send you a PM.