[GranchRandom]

Hi, so i recently attempted to DNA sephora with an order of cologne, the carrier left it on my front porch and took a picture, I requested a refund and they are saying that they cant refund or reship it and that they can't override it, even though I didn't receive it in person, they gave me the number of the carrier company instead, what should I do?

[h4mm3rsy]

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[GranchRandom]

did you already hit using this address or billing? Sephora has very good control and is hard to hit a second time.

The only thing i can think about is that I used this address on an account that I already SE'd on with legitamate purchases lol, so that may have triggered it, but anything that went to that address was legitamate and not refunded

[mothered]

they are saying that they cant refund or reship it and that they can't override it

A very poor response.

Stating the obvious, did you question It?

[GranchRandom]

they are saying that they cant refund or reship it and that they can't override it

A very poor response.

Stating the obvious, did you question It?

yep, I was pretty adamant on why they couldn't refund me and what not, especially because I didn't receive it in person, and I asked who I could talk to if they're the ones who couldn't refund it, they basically dodged it and just passed me on to another rep where they just gave me the phone number to the carrier company, but i dont think calling the carrier company will do anything.

[mothered]

they are saying that they cant refund or reship it and that they can't override it

A very poor response.

Stating the obvious, did you question It?

yep, I was pretty adamant on why they couldn't refund me and what not, especially because I didn't receive it in person, and I asked who I could talk to if they're the ones who couldn't refund it, they basically dodged it and just passed me on to another rep where they just gave me the phone number to the carrier company, but i dont think calling the carrier company will do anything.

It's not your responsibility to deal with the carrier.

The claim Is active with the company, hence It's their duty to handle all questions and concerns. They cannot make a decision without justifying It, so If they still refuse to comply, request an escalation.

[GranchRandom]

A very poor response.

Stating the obvious, did you question It?

yep, I was pretty adamant on why they couldn't refund me and what not, especially because I didn't receive it in person, and I asked who I could talk to if they're the ones who couldn't refund it, they basically dodged it and just passed me on to another rep where they just gave me the phone number to the carrier company, but i dont think calling the carrier company will do anything.

It's not your responsibility to deal with the carrier.

The claim Is active with the company, hence It's their duty to handle all questions and concerns. They cannot make a decision without justifying It, so If they still refuse to comply, request an escalation.

Okay will do, ill give an update on the situation after I contact them again, just a question, what should I do if they ask for a PR, because the rep I was talking with the first time basically said something along the lines of "if you think this package was stolen then file a pr", and I didn't insinuate anything that had to do with stealing and when she said that I basically diverted it away from the possibility that it could have been stolen (nor would it be my fault)

[Spatialize]

yep, I was pretty adamant on why they couldn't refund me and what not, especially because I didn't receive it in person, and I asked who I could talk to if they're the ones who couldn't refund it, they basically dodged it and just passed me on to another rep where they just gave me the phone number to the carrier company, but i dont think calling the carrier company will do anything.

It's not your responsibility to deal with the carrier.

The claim Is active with the company, hence It's their duty to handle all questions and concerns. They cannot make a decision without justifying It, so If they still refuse to comply, request an escalation.

Okay will do, ill give an update on the situation after I contact them again, just a question, what should I do if they ask for a PR, because the rep I was talking with the first time basically said something along the lines of "if you think this package was stolen then file a pr", and I didn't insinuate anything that had to do with stealing and when she said that I basically diverted it away from the possibility that it could have been stolen (nor would it be my fault)

From what you said, it seems that the rep said that out of your consideration, meaning its most likely not an order or procedural move for the reps but a suggestion for you. If it does turn out to be a protocol, (which I dont think sephora typically does), just fill one out. Remember, someone stole it and for whatever reason, you dont have the product in hand.

[mothered]

what should I do if they ask for a PR, because the rep I was talking with the first time basically said something along the lines of "if you think this package was stolen then file a pr"

Don't file a PR via your own volition.

If they request It, fine, otherwise leave It be.

[GranchRandom]

It's not your responsibility to deal with the carrier.

The claim Is active with the company, hence It's their duty to handle all questions and concerns. They cannot make a decision without justifying It, so If they still refuse to comply, request an escalation.

Okay will do, ill give an update on the situation after I contact them again, just a question, what should I do if they ask for a PR, because the rep I was talking with the first time basically said something along the lines of "if you think this package was stolen then file a pr", and I didn't insinuate anything that had to do with stealing and when she said that I basically diverted it away from the possibility that it could have been stolen (nor would it be my fault)

From what you said, it seems that the rep said that out of your consideration, meaning its most likely not an order or procedural move for the reps but a suggestion for you. If it does turn out to be a protocol, (which I dont think sephora typically does), just fill one out. Remember, someone stole it and for whatever reason, you dont have the product in hand.

Yeah so, quick update, I talked with the rep and they basically said that the order and account was flagged for fraudulent activity so basically I think this DNA was a fail and they aren't going to budge much further, I'm probably just going to return the items.