[justlooking222]

Hi everyone, first post here.

Recently tried to DNA Sephora for a $500 order of colognes. They just declined my refund as they said the carrier said the package was delivered. They told me to start an investigation with carrier (FedEx). I have a feeling that FedEx will deny my claim since they have a picture of it outside my house. But I think I could still say that that wasn't my house since there was no house number in the picture. My other option was do a PayPal dispute, but I know PayPal often sides with the seller. Or I could say that I found the package and the items were broken or partial eb it and see what happens. Lastly, I could take the L and just return the items. What do you guys think?

[bingoman777]

Does the Sephora in your area assume liability for lost packages? Make sure of that first, and if so, their denial for refund is not good enough because you didn't receive the package. Picture is not proof of receipt of package.

Can you give more details of what Sephora denied your claim with? What did they say?

Did FedEx ask for a signature or OTP? I'm going to assume OTP was unlikely. In the event that you did sign for it, you can tell Sephora you never signed for it, ask them to show you the signature on delivery, and claim its not yours and show your original signature.

[mothered]

They just declined my refund as they said the carrier said the package was delivered

What was their exact reply?

They told me to start an investigation with carrier (FedEx)

It's not your responsibility to deal with the carrier, they do It through an external Investigation.

Be sure to tell them that, and to give you a time frame of when the Investigation Is expected to complete.

I have a feeling that FedEx will deny my claim since they have a picture of it outside my house.

So what?

They can take 100 photos of every angle (house number Included), but It still doesn't change the fact that the package was dumped at your doorstep and not personally received.

[justlooking222]

Does the Sephora in your area assume liability for lost packages? Make sure of that first, and if so, their denial for refund is not good enough because you didn't receive the package. Picture is not proof of receipt of package.

Can you give more details of what Sephora denied your claim with? What did they say?

Did FedEx ask for a signature or OTP? I'm going to assume OTP was unlikely. In the event that you did sign for it, you can tell Sephora you never signed for it, ask them to show you the signature on delivery, and claim its not yours and show your original signature.

This was their exact reply "I'm sorry to hear you didn't receive your order as promised. I understand how disappointing this is.
At this time, I'm unable to accommodate this order as it was confirmed delivered. I recommend contacting the carrier to locate the package. We welcome you to pickup your items in store or placing a new order.
I apologize for the inconvenience incurred and appreciate your understanding."

I also talked with them through chat and basically said the same thing. I looked it up and they are liable for lost packages. Also they did not ask for a signature. I think I will contact them again and tell them that I am not responsible for the investigation with the carrier.

---

So I just contacted them again and I am getting no where with them. They said "After further review of the delivery photo and tracking details, it was marked as delivered to the address provided. Sephora is unable to further assist. This is a final business decision by Sephora."

What should I do next? Should I say that the package arrived late randomly and do a partial? Or maybe say that some of the colognes were damaged and spilled?

[Blackcherry]

Does the Sephora in your area assume liability for lost packages? Make sure of that first, and if so, their denial for refund is not good enough because you didn't receive the package. Picture is not proof of receipt of package.

Can you give more details of what Sephora denied your claim with? What did they say?

Did FedEx ask for a signature or OTP? I'm going to assume OTP was unlikely. In the event that you did sign for it, you can tell Sephora you never signed for it, ask them to show you the signature on delivery, and claim its not yours and show your original signature.

This was their exact reply "I'm sorry to hear you didn't receive your order as promised. I understand how disappointing this is.
At this time, I'm unable to accommodate this order as it was confirmed delivered. I recommend contacting the carrier to locate the package. We welcome you to pickup your items in store or placing a new order.
I apologize for the inconvenience incurred and appreciate your understanding."

I also talked with them through chat and basically said the same thing. I looked it up and they are liable for lost packages. Also they did not ask for a signature. I think I will contact them again and tell them that I am not responsible for the investigation with the carrier.

---

So I just contacted them again and I am getting no where with them. They said "After further review of the delivery photo and tracking details, it was marked as delivered to the address provided. Sephora is unable to further assist. This is a final business decision by Sephora."

What should I do next? Should I say that the package arrived late randomly and do a partial?  Or maybe say that some of the colognes were damaged and spilled?

I’m currently going through this exact situation. A bit less than $500 of miscellaneous items delivered in one package by FedEx. Same response that you received and by two different reps. I’ll be trying again tomorrow after work and if chat doesn’t work, I’ll be calling instead. I’m not new to SE, but have not hit Sephora before. This is also my aged account with multiple legitimate purchases, over $5k worth. I will update this as I gather more information, good or bad. I wish you luck.

[bingoman777]

Does the Sephora in your area assume liability for lost packages? Make sure of that first, and if so, their denial for refund is not good enough because you didn't receive the package. Picture is not proof of receipt of package.

Can you give more details of what Sephora denied your claim with? What did they say?

Did FedEx ask for a signature or OTP? I'm going to assume OTP was unlikely. In the event that you did sign for it, you can tell Sephora you never signed for it, ask them to show you the signature on delivery, and claim its not yours and show your original signature.

This was their exact reply "I'm sorry to hear you didn't receive your order as promised. I understand how disappointing this is.
At this time, I'm unable to accommodate this order as it was confirmed delivered. I recommend contacting the carrier to locate the package. We welcome you to pickup your items in store or placing a new order.
I apologize for the inconvenience incurred and appreciate your understanding."

I also talked with them through chat and basically said the same thing. I looked it up and they are liable for lost packages. Also they did not ask for a signature. I think I will contact them again and tell them that I am not responsible for the investigation with the carrier.

---

So I just contacted them again and I am getting no where with them. They said "After further review of the delivery photo and tracking details, it was marked as delivered to the address provided. Sephora is unable to further assist. This is a final business decision by Sephora."

What should I do next? Should I say that the package arrived late randomly and do a partial?  Or maybe say that some of the colognes were damaged and spilled?

I personally would stand my ground on the DNA and assert their liability for lost packages and the fact that you still never received your package. Firmly state that even though there is a picture and tracking details, you are still waiting for your package.

[justlooking222]

Does the Sephora in your area assume liability for lost packages? Make sure of that first, and if so, their denial for refund is not good enough because you didn't receive the package. Picture is not proof of receipt of package.

Can you give more details of what Sephora denied your claim with? What did they say?

Did FedEx ask for a signature or OTP? I'm going to assume OTP was unlikely. In the event that you did sign for it, you can tell Sephora you never signed for it, ask them to show you the signature on delivery, and claim its not yours and show your original signature.

This was their exact reply "I'm sorry to hear you didn't receive your order as promised. I understand how disappointing this is.
At this time, I'm unable to accommodate this order as it was confirmed delivered. I recommend contacting the carrier to locate the package. We welcome you to pickup your items in store or placing a new order.
I apologize for the inconvenience incurred and appreciate your understanding."

I also talked with them through chat and basically said the same thing. I looked it up and they are liable for lost packages. Also they did not ask for a signature. I think I will contact them again and tell them that I am not responsible for the investigation with the carrier.

---

So I just contacted them again and I am getting no where with them. They said "After further review of the delivery photo and tracking details, it was marked as delivered to the address provided. Sephora is unable to further assist. This is a final business decision by Sephora."

What should I do next? Should I say that the package arrived late randomly and do a partial?  Or maybe say that some of the colognes were damaged and spilled?

I personally would stand my ground on the DNA and assert their liability for lost packages and the fact that you still never received your package. Firmly state that even though there is a picture and tracking details, you are still waiting for your package.

Honestly I tried the best I could and they still won't budge. I should have know this would happen because on the Sephora forums, theres a lot of other people with legit lost packages and Sephora wouldn't even refund them. I did some more research and I think it might be because the cost of my order may be too high. The first time I contacted Sephora, at first they said they will issue a refund, but then their system declined it. I read on the Sephora reddit and forum that some people who worked for Sephora CS before said you had a better change at a refund under $200-$300. My fault I should have done some more research beforehand.

Still gonna try to revive this SE with either a partial or broken glass.

---

Does the Sephora in your area assume liability for lost packages? Make sure of that first, and if so, their denial for refund is not good enough because you didn't receive the package. Picture is not proof of receipt of package.

Can you give more details of what Sephora denied your claim with? What did they say?

Did FedEx ask for a signature or OTP? I'm going to assume OTP was unlikely. In the event that you did sign for it, you can tell Sephora you never signed for it, ask them to show you the signature on delivery, and claim its not yours and show your original signature.

This was their exact reply "I'm sorry to hear you didn't receive your order as promised. I understand how disappointing this is.
At this time, I'm unable to accommodate this order as it was confirmed delivered. I recommend contacting the carrier to locate the package. We welcome you to pickup your items in store or placing a new order.
I apologize for the inconvenience incurred and appreciate your understanding."

I also talked with them through chat and basically said the same thing. I looked it up and they are liable for lost packages. Also they did not ask for a signature. I think I will contact them again and tell them that I am not responsible for the investigation with the carrier.

---

So I just contacted them again and I am getting no where with them. They said "After further review of the delivery photo and tracking details, it was marked as delivered to the address provided. Sephora is unable to further assist. This is a final business decision by Sephora."

What should I do next? Should I say that the package arrived late randomly and do a partial?  Or maybe say that some of the colognes were damaged and spilled?

I’m currently going through this exact situation. A bit less than $500 of miscellaneous items delivered in one package by FedEx. Same response that you received and by two different reps. I’ll be trying again tomorrow after work and if chat doesn’t work, I’ll be calling instead. I’m not new to SE, but have not hit Sephora before. This is also my aged account with multiple legitimate purchases, over $5k worth. I will update this as I gather more information, good or bad. I wish you luck.

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.

[Blackcherry]

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.

[mothered]

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.

The main thing Is, the SE succeeded to your advantage, regardless of the said circumstances with Sephora's policy.

Thanks for sharing your experience.

[sinisterlee]

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.

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