Awful customer service.
Order no FN94911410.
I've received yet another badly damaged parcel this week with the contents of the free gift set leaking everywhere.
I only placed this order for the generous 'free gift with purchase' so it is no good to me if the gift set is destroyed.
I filled in their online form, asking how to return this order and explaining that yet again, my parcel was smashed by Evri, in part because it was not packaged securely and everything was just thrown in the box with a few sheets of flat paper on the top!
The next day I was asked to provide photos, so I sent 6 of various areas of the box, the label and the leaking products inside and again asked to return the parcel.
Today, 2 days later, I got another email asking me to send a video of the damaged products!!
All I want to do is return the parcel for a refund, as is my right when it's not fit for purpose.
I again asked how to return it and have still not had a response!!
I just found their return page, copied and pasted the order number from their order number page and am being told it doesn't recognise that number!
Please Sephora, respond to me sensibly or I will have to go through my bank and stop the payment you have taken for this damaged order.
I spend thousands a year with you, this is shocking customer service.
Reply from SEPHORA UK
Hi,
Thank you for taking the time to share your experience and I’m truly sorry to hear about the condition in which your parcel arrived, especially given that this is not the first time you've encountered this issue. We completely understand how disappointing this must be, particularly when the free gift was a key part of your purchase.
Please accept our sincere apologies for the inconvenience caused and for the delays in resolving this for you. We agree that you shouldn't have to go through multiple steps just to return a damaged order and your feedback about the packaging and courier experience has been noted and passed on to the relevant teams for urgent review.
I’d like to reassure you that we’ve now reached out to you directly via email with a resolution. If you haven’t seen that message yet, please check your inbox or spam folder, just in case it’s landed there.
We value your loyalty as a customer and are committed to making this right. Thank you for bringing this to our attention and we hope to resolve this for you soon.
Warm Regards,
Customer Care