made me return a damaged item after telling me kindly to throw it away

[wanghui138138]

I'm at a loss at what to do here. I've made consistent purchases at Sephora online for 4+ years, and had two back-to-back issues with their fragrance shipments in the past month. One time, the fragrance caps were shattered in a really weird manner. See pic. I was not even asked to send a pic but I did anyways.  

Another time, perhaps I got a bit mixed up and the shipment was sent to the wrong address. I caught this so early that they were able to return the shipment back to sender. 

Now, I finally received the shipment andddddd a 160$ perfume is shattered and leaking. I didn't even open it because I heard clinking and saw the liquid leaking. A free gift I was looking forward to getting was also not there. Of course I had to contact customer service again. Lo and behold, they say that I asked for assistance on "multiple previous orders" so they could not do anything to help. How is that my fault??? On top of that, a Sephora beauty advisor first urged me to immediately throw the shattered glass away, which I did, and then they wanted me to put the perfume in a ziplock bag and ship it back to the Sephora warehouse. This is my first time dealing with this kind of issue from Sephora. I'm really confused. I'm afraid to make other online orders in this holiday rush season because what if another item comes damaged??? Be careful everyone...don't buy too much online from sephora during the holiday season...

[DaneeBT]

Hi @wanghui138138 I'm so sorry to hear about this. I'm sending you a PM!

[florencep14939]

I just want to say that I never had this experience but unfortunately some of my girlfriends had two items damaged in a row, and when a third item is damaged or missing, sephora suddenly doesn't want to take responsibility. Many of my friends are like, Rouge members too, so it doens't make sense. Maybe sephora could make its policy a tad more lenient, especially for consistent customers. 

[wanghui138138]

Thanks for such a quick response. Yeah, while I understand if Sephora decides to cut off reshipments or refunds after 5-6 “damaged items” or “missing items”, two (during holiday season when I’m spending 500$ on this site) is crazy.