Worst Customer Service by Sephora

[Sammy2381]

Worst customer service by Sephora, placed an order on 23 Dec, 2025 -  and It was mentioned to get it delivered in 1 day and it's 9 Jan, 2026 I still don't have the order. While following up numerous times with Sephora and Purolator, they asked me to reship the order or place it online. I tried placing online so they can honor the holiday pricing and pick it in store but guess what Sephora agent told they can't do that because they need verification and it will take 3 business days. I wanted the order by 10 Jan, 2026 as gift to grand mom and now I can't have the order. I can order and pick in store today but they can't honor the pricing. My question is what kind of verification is required for Sephora as payment was already made and now a days even bank don't take 3 days for verification and it's been more than 2 weeks and I didn't get the order.

Also, please have a process in place between Purolator and Sephora. To sort out the issue I had to get Sephora agent and Purolator agent on the call to speak and resolve the issue, yet Purolator messed it. If Sephora would have provided the information to Purolator at right time we could have avoided this full situation.  

After all now, neither I have the money nor I the order in hand. To all those reading please please be very careful placing order online with Sephora. Firstly, shipping service is bad, secondly their customer service doesn't help to resolve. 

[keelybt]

@Sammy2381 I'm sorry to hear about this experience and I will share this feedback with our team to review further. I see a refund has now been issued for this order and I'm truly sorry for the delay in resolution.