S C.

I purchase on-line a lot - I'm a VIB Rouge so I get free shipping.
I had made an order three weeks ago and still haven't received it, so I contacted customer service. The agent advised that I go to my postal outlet to see if my order had been received even though I had not been notified. I went today - my shipment hasn't been received.

So I called Sephora back. The customer service agent asked for the order number, then put me on hold for 10 minutes. She did not ask me what my concern was, what happened, what the problem was. She simply put me on hold for 10 minutes than came back and advised me that a security report had been filed and I would have to wait 14 days before anything could be done. I asked if I could get a refund. I was told I would have to wait until the security incident was closed. I asked to speak to a manager, and of course, after being placed on hold for another 10 minutes, no manager was available.

I was made to feel like a criminal! There was no explanation as to what the security report meant, what it entailed, and what the process was about. And I was told I was not allowed a refund until it "cleared". I spend a lot of money at Sephora. And even if I did not, a customer should not be treated in such an ill manner! I would give zero stars if possible.