[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.

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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.