missing package!!!!!! no refund or replacement

[ssss111]

this is ridiculous. so i’ve always ordered from sephora or just went in store to buy most of the time but i never created an account. then i decided to create an account this time to order to collect points. i went outside of my house as soon as i received the delivery notification, but the package was not outside my house. i contacted the customer service team and even spoke to a supervisor on duty regarding this issue. they all said it was declined due to “confirmed delivery” which i know the tracking said delivered, but i really did not receive my package. i wouldn’t be wasting my time contacting the agents nor would i be writing this post as if i have nothing better to do. the first email they responded me with the decline of reshipment or refund was due to “high value of your order and the account creation date.” mind you, my order was $290 but this is nothing when you shop at sephora as one moisturizer that i got was already $45 and serum was $69 the values add up so fast. i had only 5 items in cart. whenever i shopped in store, i always spend minimum $150 for like 3 items. And i can guarantee that this was my first missing sephora package ever, but they can’t even accommodate me on this one incident that is out of my control. if i could control all deliveries, i would wish that my package would be outside my door when i went out to check, but sadly it wasn’t. this is really upsetting as i’ve always shopped at sephora spending hundreds and hundreds of dollars yet no one can help  

 

[LaurieBT]

Hi @ssss111,

I'm sorry to hear this and thank you for reaching out to us. I'll send you a message shortly.

Best regards,

Laurie 

[beautyconsuma]

What happened with this? What did Sephora do to make you whole? 

I would escalate this issue beyond the customer service rep you spoke with. It’s simply unacceptable for them to say you order at your own risk and they don’t stand behind anything. They’re reading/sending an issue- generated script rather than actually applying critical thinking skills or engaging in abstract thought. 

Do they say they have Proof the item was delivered? Of course not

It’s concerning to hear this and will definitely impact where I order my products from. 

[ssss111]

damn… so i read the other posts just now and i see that sephora was able to accommodate other customers at least once minimum with missing package…. yet they can’t give me a one time exception as they said it was declined to “confirmed delivery.” this is extremely upsetting knowing that sephora makes accommodations for other users and when it comes to me, no accommodations wow. this is so frustrating because i just lost $290 just like that. i will never shop online from sephora ever again knowing that their customer service team is absolutely ridiculous when it comes to claims like this. i can even provide bank account statements proving that i’ve spent so much money in store just in this past couple months alone. can someone else let me know what to do as i don’t want to lose $290 just like that knowing that i’ve done everything i could already