Sephora
Stressed & Disappointed

I am a long time consumer with Sephora and spend what, to me, is a lot of hard-earned money. However, my last online purchase experience was a nightmare. The total was nearly $350 dollars and as I was waiting what seemed to be an unusually long time for shipment confirmation, I received an email saying my order was cancelled.

I called customer service and they said one item was missing at the warehouse so they cancelled it. I asked if he could replace the item with something of equal cost and still send the order. He said yes, made the changes, and said to expect a notice in a few days.

(Meanwhile, I had paid extra for 3 days shipping and this whole ordeal took about 2 weeks). So, days later I notice that the order has been released but also so has the original order! Sephora charged my bank account another $300 for a package that THEY cancelled. I called customer service and she said there was nothing she could do, but she would make sure that the package would be stopped from leaving the warehouse. It wasn't.

And it has been so stressful - this is a lot of money to be missing from my bank account, especially for an error on their part. Once the package finally arrived I had it returned. I called back days later and was told it can take up to 2-3 weeks to receive my bank refund. I am still waiting for my money back even though they have received the returned package.

No one from customer service has really apologized for their mistake or reached out to offer me any kind of compensation, say samples or extra points. They did, though, deduct points from my bank.

I am seriously frustrated and upset over this incident and it has me re-thinking future service with them. I live in a city where I can shop any where for these items yet I still choose Sephora. Now, I am not so sure. I am really stressed about this missing money and hope the refund happens soon. What a disaster on their end.

Company: Sephora
Country: USA

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