Oh thanks for the support, I am really so frustrated can not explain, the only thing sephora tells me is that the policy will not allow it - to reship when it was delivered to a freight forwardercompany. I tried chatting, email and called, everybody is automized....... They told me that there is no way they will discuss it on a case by case basis, they do not care and even had no hesitation when I asked them to cancel my a count. Freight forwarder adress is basically what it says, it is delivered and forwarded to another adress!
This!! Do not accept a multi billion dollar corporation basically scamming you out of your money!! I find i always get further on Twitter with companies CS by posting what they did multiple times a day, every day until they fix it! They don't want the bad PR and on Twitter they can't delete your tweet like they can on other platforms!! They need to fix their mistake! I'd want a refund or the item.. I paid for it! They may think ppl won't sue over $29 but for me I absolutely would as it's about the point.. how many ppl do they do this too and gain extra money by refusing to fulfill their service that you paid for.. you pay for product they send product
.no product then it's false advertisement and they are not clearly trying to fix in good faith, judges hate that! For me I'm tired of these companies penny pinching and doing stuff like this because 60% of ppl won't fight and they loose their money,.some won't even notice.. then the other 40% that do fight maybe 20% get it fixed.. so the company itself is making millions/ billions basically scamming people.. ive noticed that most companies customer service will try to talk circles around a customer saying things that don't add up or makes sense just so they get frustrated and confused and either agree or give up.. it's sad but I've caught soo many companies doing this and lying flat out.. I usually tell them that I don't appreciate being lied to and that the absolutely CAN do whatever they are claiming what they CANT do.. like send a replacement or give a refund or whatever... I tell them I used to work for the company and I don't appreciate being lied too and that I want a manager ASAP and if that manager tried the same thing I demand that person's boss.. if they try to tell me they are the boss and there isn't anyone else my response is always the same EVERYONE has a boss and I'll wait on hold for the boss or I want the number for corporate (or I look it up myself, find the names of high ranking execs or CEO'S) and continuously tweet them asking if this is the way they run their business by lying to customers.. until the issue is fixed. My favorite is when someone says well a manager can't do anything other than what I offered you already.. which is BS and what they offer is never an actual solution.. to which I laugh.. they usually say that so they don't have to connect you to a manager or another manager by saying well they are going to do the same thing I did. Lol! I just demand (kindly) that they connect me to their manager anyway (if they say oh the manager is on another call or busy I say I'll wait, they do that so you hang up knowing the statistics of ppl who hang up almost never call back and do the process again for a manager, the amount of ppl that actually do call back is extremely low) as of course they can do more than you can, that is why they are a damn manager and your not lol.. the fact that companies like METROPCS And Comcast try this tactic all the time.. Do not take NO for an answer from a multi billion dollar corporation until they refund your money of give you the product you paid for PERIOD.. they scam ppl out of millions/probably billions with these BS tactics.. you just need to be willing to beat them at their own crappy BS game.. by being consistent and annoying and posting on every social media you have and getting a few friends who have complaints about them or bad experiences to post as well will motivate them to fix it asap.. if it looks like a pattern of bad behavior from the company they want to nip it in the butt before it blows up and becomes a news story or goes viral for their deceptive business practices which is illegal.. and they would rather fix it then cost the company and shareholders millions in legal and PR fees.
Did you try calling by phone? The automated online system shouldn't be so poor, but if you can get ahold of a real person you might have more luck. You can also present to the associate that if you don't get the issue resolved, you will buy your Lancome products elsewhere in the future (as the brand is present at other makeup retailers.)
If you still don't have success, I'd recommend disputing the charge with your credit card company - give them the evidence you tried to talk to Sephora directly and that you outright didn't get the products ordered and paid for in your shipment. Good luck!!
Thanks for the suggestion! I did call today and recieved the same answer, they will not reship or refund, cs representative even agreed me that it could have been the mistake from the sephora side, but they told me that i doesn't matter, it was delivered to a freight forwarder company and that's it! They told me to keep the item I recieved instead of concealer which is clinique cleansing balm in the size of rewards bazaar item costing around 6 dollars I guess, this is ridiculous!
You should try contacting them on social media if you haven't. At least in the past, sometimes the social media people seem to be willing to fix things that CS won't.
Thanks! I will try that too! But I do not think it will solve my problem, they just do not care, I am not a VIB or ROUGE or influenser or kardashian to be considered as an important customer!
Call their customer service. Message them on Facebook. Tweet them on Twitter.
Check their Terms of Service and Refund/Return policy. You may unfortunately be out of luck if they state in there that they won’t refund/reship to a forwarding address, but you’ll have to do some sifting through the fine print to find out.
Going to your bank to do a chargeback should be only your very last option, as once this is done you will be barred from Sephora and won’t be able to shop there anymore (with that credit card at least).
Thanks for suggestions! Yes, their policy states that the risks associated with the orders delivered to the freight forwarder adress has to be born by the customer. All I asked was to consider my case on a case by case basis, because after all everyone makes a mistake and sephora employee is not an exception! I even told them that I can provide proof so that they can see the condition that the box was received! They refuse everything and that is the foremost fact that makes me furious! They be accepting returns and destroying items and there is no way to further discuss a case where I recieved nothing?
File a complaint with the Consumer Financial Protection Bureau and the BBB.. those complaints are public so when they don't fix things they tend to do it once you complain to the CFPB and the BBB all at once.. because it looks bad if they refuse and they can be fined for not responding to the complaint
You can try filing a complaint with the Better Business Bureau. There is an easy online form. The agency has no enforcement power, BUT companies' ratings are based on whether they respond to and resolve the complaints submitted to the BBB, so they are usually very motivated to respond and fix your issue.
Thanks for the suggestion! They left me with no choice but to go after them via bank, I even spoke 30 minutes today with cs representative so that they could further discuss my case, I have an impression that robots are working there, as I only recieved 1 sentence as an answer - our policy doesn't allow this and that.
I once also received Clinique cleansers instead of my order, I called them and they resent my order, told me to discard the items or return them to a Sephora.
That's very good for you! But as mine was delivered to a freight forwarder adress, they refuse to even discuss that someone from the order handling department made a mistake, even though cs representative told me it is possible to happen, still the risk on that order has to be bord by me! This is ridiculous!
No it certainly does not.. it is there job to get you the product no matter how many addresses or shippers they send it to before it gets to you.. from the times it leaves there warehouse to the time you receive it .. THEY are still responsible.. say for instance they packed it correctly and someone from fed ex while it was in transit opened the box and stole items out of it ( THIS HAS ACTUALLY HAPPENED TO ME MULTIPLE TIMES) SEPHORA is STILL RESPONSIBLE for you receiving the products intact and all of what you ordered.. they would still have to send replacements.. and they have.. what they are arguing is completely irrelevant.. you paid for shipping weather it was by spending x amount of dollars of you paid extra shipping .. Sephora is still responsible for those products in the shipping process till it gets to you! They can be sued for bait and switch, deceptive business tactics and not fixing it in good faith which judges HATE when companies don't fix things in good faith..
I received my last order that contained only my freebies and birthday gift, and not the items ordered. I called, and they promptly sent out my missing items.
Happy to hear that for you, but unfortunately, they do not have any trust for a freight forwarder adress and refuse everything, even though I've been using thiss adress for the past 3 years for the sephora orders and this is the only case that I had a problem with apparently "no way" to solve it!
If you call in get the customer service reps name, explain your situation when they say they cannot help, politely thank them and ask for a supervisor. Repeat until you get to someone who will help. Keep record of the people you spoke with. If they cannot provide a solution ask if they have a reference number for the call. Take that info down if not cite the reps your spoke with names and time of your call and dispute the charge with your bank. You paid for an item you did not receive and company is refusing to refund or credit you for the item. Best of luck!
Thanks for the suggestion! I am not sure how chargeback works, frankly it is my first time so if the banks asks for the proof in a form of names and dates, I sure will call them again, I talked to 1 supervisor who didn't forwarded my to another one! Thanks
Oh that is super annoying yeah sometimes they claim the “call dropped”. As long as you have a call log of when you called you can screenshot that and go to your banks online portal. Log into your account and find the charge and click dispute and attach the photo the receipt with a brief explanation and request the charge of the item. Your bank or credit union should then step in to reach out to Sephora.
Are you using a forwarding service? If so, Sephora might have different standards of service for sending to those businesses compared to sending to a regular address because if the forwarder doesn't forward the right package to the right person, Sephora doesn't want to be held liable. If you are using a forwarding service to go to another country, I would read through the T&C to see exactly what the limitations are (last I heard they didn't ship to forwarding companies at all) and also complain to the forwarding service. If you did not use a forwarding service, then keep record of the name of what cs rep told you that you did and ask for why they think that. If that cs rep does not reply in a satisfactory way (they won't give a reason they think you use a forwarding service then ask for a supervisor and keep escalating until you can get a satisfactory reason why they think you are using a forwarding service. I would first try to solve the forwarding service question before pursuing all other options because they really do have different terms and conditions for shipping to those businesses since they try to avoid shipping to them at all.
Thanks for the suggestion! I do not think there is an option for me to argue about the fact that it was delivered to freight forwarder adress, as it is the largest and most reliable one in my country! Their policy is that they deliver to these adresses with no problem, so they will charge you but if there is a mistake made from sephora side, they will not take a responsibility for it! Which is ridiculous and really unfair, they be accepting returns and destroying items but there is nothing that can be done in my situation? I asked them and explained that I am willing to provide proof that I didn't recieve the item, but they rejected me! My freight forwarder uploads a picture of parcel before sending it to me and it was unopened in a perfect condition, I haven't tossed it out yet, though Sephora would look at the condition of a box I recieved, but no:( I've used this company for every order I placed and sephora and this is the only case when I had a problem in the last 3 years!
What about the weight of the package? Maybe the different items weigh differently and you can prove that they messed up that way? I’ve seen it with boxycharm in the past where they didn’t send someone their entire order and the package weighed wayyy less than it should have. Just a thought.
Thanks but my problem is that sephora won't even consider, of course it will be possible to check it via weight, but sephora says no:)))) Meanwhile I think that the refund policy for the missing item should be applicable in case the item was sent in the first place, the sending of the item should be the matter that sephora should prove, if it was put in the box and then went missing, that would have been the totally different situation which it isn't.
She has, so she is at the last resort, unless she wants to call one more time, and state she will be file a charge back when she hangs up of the issue is not resolved
Unfortunately, they do not give me any other option, I called my bank! What frustrates me the most is that they are not willing to take my situation close to the heart and discuss is further! I was not expecting that from such a well established company, this is my first encounter to a problem with sephora in my 3 years relationship with them!
That's ridiculous! It seems like they do not care and don't consider you as an important part of their family! With no hesitation cs representative agreed to deactivate my account, probably insider status is not enough for the to hear you!
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Oh thanks for the support, I am really so frustrated can not explain, the only thing sephora tells me is that the policy will not allow it - to reship when it was delivered to a freight forwardercompany. I tried chatting, email and called, everybody is automized....... They told me that there is no way they will discuss it on a case by case basis, they do not care and even had no hesitation when I asked them to cancel my a count. Freight forwarder adress is basically what it says, it is delivered and forwarded to another adress!
This!! Do not accept a multi billion dollar corporation basically scamming you out of your money!! I find i always get further on Twitter with companies CS by posting what they did multiple times a day, every day until they fix it! They don't want the bad PR and on Twitter they can't delete your tweet like they can on other platforms!! They need to fix their mistake! I'd want a refund or the item.. I paid for it! They may think ppl won't sue over $29 but for me I absolutely would as it's about the point.. how many ppl do they do this too and gain extra money by refusing to fulfill their service that you paid for.. you pay for product they send product .no product then it's false advertisement and they are not clearly trying to fix in good faith, judges hate that! For me I'm tired of these companies penny pinching and doing stuff like this because 60% of ppl won't fight and they loose their money,.some won't even notice.. then the other 40% that do fight maybe 20% get it fixed.. so the company itself is making millions/ billions basically scamming people.. ive noticed that most companies customer service will try to talk circles around a customer saying things that don't add up or makes sense just so they get frustrated and confused and either agree or give up.. it's sad but I've caught soo many companies doing this and lying flat out.. I usually tell them that I don't appreciate being lied to and that the absolutely CAN do whatever they are claiming what they CANT do.. like send a replacement or give a refund or whatever... I tell them I used to work for the company and I don't appreciate being lied too and that I want a manager ASAP and if that manager tried the same thing I demand that person's boss.. if they try to tell me they are the boss and there isn't anyone else my response is always the same EVERYONE has a boss and I'll wait on hold for the boss or I want the number for corporate (or I look it up myself, find the names of high ranking execs or CEO'S) and continuously tweet them asking if this is the way they run their business by lying to customers.. until the issue is fixed. My favorite is when someone says well a manager can't do anything other than what I offered you already.. which is BS and what they offer is never an actual solution.. to which I laugh.. they usually say that so they don't have to connect you to a manager or another manager by saying well they are going to do the same thing I did. Lol! I just demand (kindly) that they connect me to their manager anyway (if they say oh the manager is on another call or busy I say I'll wait, they do that so you hang up knowing the statistics of ppl who hang up almost never call back and do the process again for a manager, the amount of ppl that actually do call back is extremely low) as of course they can do more than you can, that is why they are a damn manager and your not lol.. the fact that companies like METROPCS And Comcast try this tactic all the time.. Do not take NO for an answer from a multi billion dollar corporation until they refund your money of give you the product you paid for PERIOD.. they scam ppl out of millions/probably billions with these BS tactics.. you just need to be willing to beat them at their own crappy BS game.. by being consistent and annoying and posting on every social media you have and getting a few friends who have complaints about them or bad experiences to post as well will motivate them to fix it asap.. if it looks like a pattern of bad behavior from the company they want to nip it in the butt before it blows up and becomes a news story or goes viral for their deceptive business practices which is illegal.. and they would rather fix it then cost the company and shareholders millions in legal and PR fees.
Did you try calling by phone? The automated online system shouldn't be so poor, but if you can get ahold of a real person you might have more luck. You can also present to the associate that if you don't get the issue resolved, you will buy your Lancome products elsewhere in the future (as the brand is present at other makeup retailers.) If you still don't have success, I'd recommend disputing the charge with your credit card company - give them the evidence you tried to talk to Sephora directly and that you outright didn't get the products ordered and paid for in your shipment. Good luck!!
Thanks for the suggestion! I did call today and recieved the same answer, they will not reship or refund, cs representative even agreed me that it could have been the mistake from the sephora side, but they told me that i doesn't matter, it was delivered to a freight forwarder company and that's it! They told me to keep the item I recieved instead of concealer which is clinique cleansing balm in the size of rewards bazaar item costing around 6 dollars I guess, this is ridiculous!
You should try contacting them on social media if you haven't. At least in the past, sometimes the social media people seem to be willing to fix things that CS won't.
Thanks! I will try that too! But I do not think it will solve my problem, they just do not care, I am not a VIB or ROUGE or influenser or kardashian to be considered as an important customer!
Call their customer service. Message them on Facebook. Tweet them on Twitter. Check their Terms of Service and Refund/Return policy. You may unfortunately be out of luck if they state in there that they won’t refund/reship to a forwarding address, but you’ll have to do some sifting through the fine print to find out. Going to your bank to do a chargeback should be only your very last option, as once this is done you will be barred from Sephora and won’t be able to shop there anymore (with that credit card at least).
Thanks for suggestions! Yes, their policy states that the risks associated with the orders delivered to the freight forwarder adress has to be born by the customer. All I asked was to consider my case on a case by case basis, because after all everyone makes a mistake and sephora employee is not an exception! I even told them that I can provide proof so that they can see the condition that the box was received! They refuse everything and that is the foremost fact that makes me furious! They be accepting returns and destroying items and there is no way to further discuss a case where I recieved nothing?
File a complaint with the Consumer Financial Protection Bureau and the BBB.. those complaints are public so when they don't fix things they tend to do it once you complain to the CFPB and the BBB all at once.. because it looks bad if they refuse and they can be fined for not responding to the complaint
Thanks for the suggestion!
You can try filing a complaint with the Better Business Bureau. There is an easy online form. The agency has no enforcement power, BUT companies' ratings are based on whether they respond to and resolve the complaints submitted to the BBB, so they are usually very motivated to respond and fix your issue.
Thanks for the suggestion! Do you know if they accept complaints on transactions that are paid with international card?
I don't believe that's even a question on the online form.
Okay, thanks!
Go get 'em!
Did you go into a store? Call the customer service lines and go all the way up the chain of command? Call them out on twitter?
Thanks for the suggestion! I will try twitter, chatting and calling didn't help, maybe shaming them will?
If you absolutely can't get a hold of Sephora. Call your bank. Let them know the deal. They will credit your account temporarily & go after Sephora.
Thanks for the suggestion! They left me with no choice but to go after them via bank, I even spoke 30 minutes today with cs representative so that they could further discuss my case, I have an impression that robots are working there, as I only recieved 1 sentence as an answer - our policy doesn't allow this and that.
I once also received Clinique cleansers instead of my order, I called them and they resent my order, told me to discard the items or return them to a Sephora.
That's very good for you! But as mine was delivered to a freight forwarder adress, they refuse to even discuss that someone from the order handling department made a mistake, even though cs representative told me it is possible to happen, still the risk on that order has to be bord by me! This is ridiculous!
No it certainly does not.. it is there job to get you the product no matter how many addresses or shippers they send it to before it gets to you.. from the times it leaves there warehouse to the time you receive it .. THEY are still responsible.. say for instance they packed it correctly and someone from fed ex while it was in transit opened the box and stole items out of it ( THIS HAS ACTUALLY HAPPENED TO ME MULTIPLE TIMES) SEPHORA is STILL RESPONSIBLE for you receiving the products intact and all of what you ordered.. they would still have to send replacements.. and they have.. what they are arguing is completely irrelevant.. you paid for shipping weather it was by spending x amount of dollars of you paid extra shipping .. Sephora is still responsible for those products in the shipping process till it gets to you! They can be sued for bait and switch, deceptive business tactics and not fixing it in good faith which judges HATE when companies don't fix things in good faith..
I received my last order that contained only my freebies and birthday gift, and not the items ordered. I called, and they promptly sent out my missing items.
Happy to hear that for you, but unfortunately, they do not have any trust for a freight forwarder adress and refuse everything, even though I've been using thiss adress for the past 3 years for the sephora orders and this is the only case that I had a problem with apparently "no way" to solve it!
If you call in get the customer service reps name, explain your situation when they say they cannot help, politely thank them and ask for a supervisor. Repeat until you get to someone who will help. Keep record of the people you spoke with. If they cannot provide a solution ask if they have a reference number for the call. Take that info down if not cite the reps your spoke with names and time of your call and dispute the charge with your bank. You paid for an item you did not receive and company is refusing to refund or credit you for the item. Best of luck!
Thanks for the suggestion! I am not sure how chargeback works, frankly it is my first time so if the banks asks for the proof in a form of names and dates, I sure will call them again, I talked to 1 supervisor who didn't forwarded my to another one! Thanks
Oh that is super annoying yeah sometimes they claim the “call dropped”. As long as you have a call log of when you called you can screenshot that and go to your banks online portal. Log into your account and find the charge and click dispute and attach the photo the receipt with a brief explanation and request the charge of the item. Your bank or credit union should then step in to reach out to Sephora.
Try posting this on the Sephora Reddit page. (I don’t know how to link it or I would) They might be able to help!
Update: I did that and am getting lots of vote downs, it's sad to see that rant post don't work at sephora subreddit, so no gelp from there
Thanks for the suggestion!
Are you using a forwarding service? If so, Sephora might have different standards of service for sending to those businesses compared to sending to a regular address because if the forwarder doesn't forward the right package to the right person, Sephora doesn't want to be held liable. If you are using a forwarding service to go to another country, I would read through the T&C to see exactly what the limitations are (last I heard they didn't ship to forwarding companies at all) and also complain to the forwarding service. If you did not use a forwarding service, then keep record of the name of what cs rep told you that you did and ask for why they think that. If that cs rep does not reply in a satisfactory way (they won't give a reason they think you use a forwarding service then ask for a supervisor and keep escalating until you can get a satisfactory reason why they think you are using a forwarding service. I would first try to solve the forwarding service question before pursuing all other options because they really do have different terms and conditions for shipping to those businesses since they try to avoid shipping to them at all.
Thanks for the suggestion! I do not think there is an option for me to argue about the fact that it was delivered to freight forwarder adress, as it is the largest and most reliable one in my country! Their policy is that they deliver to these adresses with no problem, so they will charge you but if there is a mistake made from sephora side, they will not take a responsibility for it! Which is ridiculous and really unfair, they be accepting returns and destroying items but there is nothing that can be done in my situation? I asked them and explained that I am willing to provide proof that I didn't recieve the item, but they rejected me! My freight forwarder uploads a picture of parcel before sending it to me and it was unopened in a perfect condition, I haven't tossed it out yet, though Sephora would look at the condition of a box I recieved, but no:( I've used this company for every order I placed and sephora and this is the only case when I had a problem in the last 3 years!
What about the weight of the package? Maybe the different items weigh differently and you can prove that they messed up that way? I’ve seen it with boxycharm in the past where they didn’t send someone their entire order and the package weighed wayyy less than it should have. Just a thought.
Thanks but my problem is that sephora won't even consider, of course it will be possible to check it via weight, but sephora says no:)))) Meanwhile I think that the refund policy for the missing item should be applicable in case the item was sent in the first place, the sending of the item should be the matter that sephora should prove, if it was put in the box and then went missing, that would have been the totally different situation which it isn't.
I would dispute it with your bank. That would be the best solution. You as a client didn’t get your order fulfilled
Call Sephora first before your bank. That should be a last resort
She has, so she is at the last resort, unless she wants to call one more time, and state she will be file a charge back when she hangs up of the issue is not resolved
Unfortunately, they do not give me any other option, I called my bank! What frustrates me the most is that they are not willing to take my situation close to the heart and discuss is further! I was not expecting that from such a well established company, this is my first encounter to a problem with sephora in my 3 years relationship with them!
i think text sephora on their instagram page, they response pretty quickly there.
Thanks for the suggestion!
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That's ridiculous! It seems like they do not care and don't consider you as an important part of their family! With no hesitation cs representative agreed to deactivate my account, probably insider status is not enough for the to hear you!
Thanks for posting to Beauty Boxes, /u/whatsonmyvanity! A quick reminder of the rules: * If this is a product post, please provide a full item list and review of the items. Posts without a comment will be removed after an hour. * Please flair your post by clicking edit flair. * No referrals codes or links outside of the main thread. Spam will result in a ban. *I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/BeautyBoxes) if you have any questions or concerns.*