online order is not worth it: Change address/lost package/damaged item

[Maruko0911]

This is a long story so I will try to make it short. I placed the order on 10/19, and right after I placed the order, I noticed I forgot to change my address to the current one, so I called them the next following day to change the address.... and surprisingly they said they won’t be able to change the address UNTIL the order is SHIPPED. It was the stupidest thing I have ever heard in my life but fine, I called back to have my address change after it was shipped. However, they’ve lost my package. I called again to file a claim, the representative said the tracking number showed the package was delivered back to sephora on their record but it showed it was delivered to me on the “ontrac” website. Anyway, after explaining the whole thing about changing address, she said she would send me another package. I received an email a couple hours after I hang up the phone, the ship-to address was still my old address!! I called again and of course I won’t be able to change the address because it was not ship yet. When the item was finally shipped, one of the item was out of stock and I’m currently waiting for my refund because they never send me anything regarding the refund but only an email telling me I won’t be barged for the out of stock item.... the problem is I’ve paid the whole amount back on 10/19.....and I had to call again to double check. Finally today (11/1) I picked up my package from usps (I called to ask them hold the package for me), and when I opened I saw this... the serum is leaking and the package is soft and wet....... I guess my point is... in the future I would rather spend 1 hr waiting in the line in sephora store instead of purchasing from sephora.com...... wait... did I mentioned for this package I called them like almost 10 times? And I have to say half of the representatives were either rude, mean, or forcing me to call back when I asked to speak to the manager, her excuse was it had been 19 mins waiting for a manager to pick up the call but all lines were busy, I said I don’t mind waiting but she refused to put me back to the line and gave me silence treatment after I insisted I wanted to wait to talk to the manager. What can I do if the representative won’t do what I wish for and gave me a silence treatment?

[WildPeony]

This 

[Lanipsel]

This is sooo helpful to know. Annoying about the runaround and rudeness - not cool. I will be ordering elsewhere or pick in store if necessary. These are crazy times and people think that anything goes all of a sudden. Thanks for warning and Happy Holidays!

[MegzMegz]

They are completely incompetent 

[Lanipsel]

So frustrating. Now that it’s 2022 how are things in your world?