Salma R.

Literally the worst experience I have ever had with Sephora.ordered on the 30 December and was supposed to be delivered 2nd January so I was home all day.no parcel and time had passed then I get an email saying it's been delivered and signed for! Checked the tracking and it was the front door so went outside to see if it was there as I didn't hear a knock or any more left.nothing at all,asked neighbour's and nothing there.says it's signed for them at bottom of page it stated not accepting signatures cos of covid etc.they don't even have a phone line can't talk to any normal person and messages are like from a robot.messaged them on Facebook and instagram and emailed them.also emailed the courier company evri and Clearpay as I payed with them as it was a large order.get message back they are looking into it and after few days back and forth they email saying gps states it was at right address so they are satisfied it's been delivered.what! Where though I said tell me cos I can't see it.I've got no note or anything.then evri email saying they are very sorry and parcel was at right place but left on doorstep arghhh.they apologised and said I need to forward this email to merchant for a refund replacement.nope Sephora not budging a robot like message stated they are satisfied it's been delivered.how can you say that.oh and they lost another one of our parcels week before as evri seem to chuck them in the bin when it's raining and I have no idea it's been delivered cos they run back to car so no note.but many times it's been left at side of house near bin or inside.they need to change couriers but they refuse to acknowledge any fault even when the couriers have said it's their fault.Sephora then say to do chargeback program with bank for a refund so messaged and rang them for few days non stop.just so happens they can't refund me cos I paid by Clearpay so that's a third party and they don't refund if paid by them.so went to Clearpay back and forth begging them to help and they took me back to merchant saying it's their problem.no parcel no money and no apology from Sephora.the worst company ever.not even a phone line to ring them.I'm stuck now done everything I can!
Order number FN*******
They put the blame on customers when the delivery company hold their hands up and admit fault.parcel worth hundreds of pounds gone and no refund or anything