[justlooking222]

Yes please keep us updated. I think it is better if you call instead. I chatted 3 times with support and they did not do anything. I am curious to see what they will say if you call. Wish you luck.

Just got off the phone with Sephora. They will not issue a refund unless the item is out of stock, which one of mine was. They did however offer to reship the other items that were in stock and I plan to return them when they arrive. Apparently it's a "new" policy according to this representative. Calling was a breeze, pleasant and I recommend it over chat. Hope this helps a little.

What type of magic did you use when calling them? I just called and they said they can not do anything, no refund or reshipment.

[mothered]

I just called and they said they can not do anything, no refund or reshipment.

On what grounds did they decline the claim?

[justlooking222]

I just called and they said they can not do anything, no refund or reshipment.

On what grounds did they decline the claim?

They just said the same stuff they said when I chatted with a rep. They have proof of delivery with FedEx and that the package was delivered.

[Jaccmcmcnn]

I just called and they said they can not do anything, no refund or reshipment.

On what grounds did they decline the claim?

They just said the same stuff they said when I chatted with a rep. They have proof of delivery with FedEx and that the package was delivered.

You should stay firm in your emails, saying that despite the proof of delivery, you never received your package and thatyou're still awaiting your package. May I also ask what is in the proof of delivery they provided?

[mothered]

They just said the same stuff they said when I chatted with a rep. They have proof of delivery with FedEx and that the package was delivered.

A POD only confirms delivery to an "address", and not "person-to-person".

Instead of trying to justify a petty form of delivery verification, they should've ensured the package was handed to you.

[Blackcherry]

Nice and good to know there is a big difference if you call them.
Was this in the US or in Europe?

This was US.

I was sweet as pie on the phone, very concerned, said that I don't know what else to do, I'm at a loss. I openly gave them information that I had called UPS (which I didn't) and they told me that because I'm not the issuer or shipper, that filing a claim would not benefit me. Sephora is responsible for filing lost shipments and that Sephora does their own internal investigation. I don't know whether it's true or not, I completely made it up. Mine was also UPS and not FedEx, however that really shouldn't matter.