Fidan B.
Misleading customer service and no support for address issue
I had a very disappointing experience with Sephora customer service. After placing an order, I realized the shipping address was outdated, even though I had updated it in my Beauty Insider account. One of your agents, Lesille, kindly offered a free reshipment to the correct address and asked me to confirm it — which I did. But shortly after, another agent (Latonya) denied the reshipment, citing a general “no support” policy for forwarding addresses. This was incredibly frustrating. I was given false hope, followed instructions, and now I am left with no order, no resolution, and no reply from your Instagram team after I reached out in DM and even commented publicly. This is unacceptable, and I feel completely ignored. If you care about your customers, please take this seriously and respond. Order number: 728205003208 It has now been [2 days / 3 days] and Sephora has not responded to my review, my DM on Instagram, or my email. I feel completely ignored as a customer. Very disappointing experience from a major beauty brand.