Worst Customer Service Possible, Refusing to Refund after sending wrong order. THEFT!

[AlissaMack]

I'm done with same day delivery as of today and honestly, Sephora in general. Anytime they send me a wrong item they always expect me to bring it back, when I live an hour away from the nearest Sephora and is the entire reason I pay for delivery. I have never been asked by any company other than Sephora to bring them back items they mistakenly sent to get a refund. This has happened three times now. The other two times after fighting with them till I was blue in the face I just gave up because it was one product. This time I'm out $200. This is THEFT. I placed an order with same day delivery for items totalling $186, it says my order was delivered I go outside to get the bag it has the correct tag on the outside, I open it up and another order receipt is inside with all the wrong items, approx $40 worth of stuff nothing worth me wanting to keep. I contact customer service, explain with pictures I got the wrong order. It takes me about 5 times telling/showing them I got the wrong order for them to say "Oh it appears you got the wrong order" YUP.

She then does what they're known for, and asks me if I can bring the items back I say no if I had time to pick things up or go to the mall I would have. She says no worries, but then comes back to tell me their entire refund system is down and she cannot give me a refund and to contact them in 24 hours. So I did. Guess what? Refund isn't working for some reason, contact us in 24 hours again. I called the store location itself to explain what happened and they blamed Uber said this isn't their problem once it leaves the store. I said the ticket you placed on the outside of the bag had my address on it, the delivery driver did what they were suppose to do it was Sephora that packed all the wrong items and wrong receipt into the bag this is without question Sephoras fault. So here I am, beyond angry and tired of dealing with the worst customer service I've ever experienced letting everyone know that once you need a refund you're probably SOL because they fight hard not to give you one. I'll be sending an email to corporate today and once again contacting customer support for the third time. I'll continue calling them every single day upon opening until I get my money back, I realize they are trying to force customers to get tired and give up but it's the principal for me, I will be getting a refund or I'll be doing a charge back atleast my credit card company will listen.

[keelybt]

@AlissaMack I'm so sorry to hear about this experience. I will send you a PM.