I placed an order through the Sephora USA website on December 13th, 2025, which included a Guerlain Rouge G lipstick and its case under the order number #744722019056. The lipstick and the case were supposed to be delivered separately. I received the lipstick first without any problem. A few days later, I received a second delivery that was supposed to contain the Guerlain Rouge G case, but when I opened the delivery box, the case was missing, even though the shipment was marked as delivered. I contacted Sephora customer service today to report that the case was missing from the delivery box. During the call, one of the operators told me that they could either refund the amount as store credit or refund it to my bank card. However, I was later told that, due to their policy, they cannot refund the original amount, even though I did not receive the product I paid for. This inconsistency in the information I was given is frustrating and leaves me without a proper solution. I kindly request that Sephora resolve this situation by carrying out the refund for the missing Guerlain Rouge G case as initially stated by the operator, either as store credit or directly to my bank card, or by resending the case to me. I expect this issue to be handled fairly, as I should not bear the cost of an item that was never included in the delivery box.
On December 3, I purchased products from the Sephora app, split into three separate packages. In one of these orders, a eyeshadow and a lipstick were never sent. When I contacted customer service, I was told that the cost of the missing items would be refunded, but even after 12 days, no refund has ...
On August 15, 2025, I placed an order through the Sephora app, but due to a system error the same order was processed twice. When I called customer service, I was told to refuse delivery of the duplicate package so it could be returned. On August 21, 2025, the package arrived via courier, and I did ...
On January 23, 2025, I placed an order through Sephora, but without any explanation, it was canceled. Despite never receiving the product, the charge was still deducted from my card. Since then, I have contacted customer service multiple times through both phone calls and emails, yet all I get is, "...
On April 6, 2025, I placed an order on Sephora’s website and chose to pick it up from the Emaar store. When I went to collect it on April 9, the store staff informed me that the product was damaged and said my order would be canceled. They offered me a larger size available in-store, which I purchas...
On November 29, 2025, I placed order number 8005000181 through the Sephora mobile app, which was supposed to be delivered to my address in Gaziantep, but it has still not reached me. My order was marked as “product lost,” and no delivery has been made to me. When I contacted Sephora about this issu...
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