I have been a member of Sephora's Rouge program for many years. I have been buying from them quite regurly during this time. But today I am cutting ties with them. Their customer service has taken a turn for the worse. They consistently use 1 star shippers like Fed Ex (and using boxes labeled with Sephora on it is a giant target for thieves), despite repeated complaints about their service. I had a package with a large order marked as delivered by Fed Ex in November, which was never actually delivered (or delivered to the wrong address). I contacted them about this and they sent me replacements. I was not told at the time that, should I have future delivery issues, there is a cap on how much they will assist you in terms of refunds or replacements for shipping issues. Now I have had a second shipment that was not delivered correctly, this time by a different carrier (USPS). After speaking to the carrier, the advice was to contact the shipper. I have done so and been told that, because I have reached a limit on the amount of assistance they can provide, that they will not refund or replace my lost products. I was told to file a claim with the carrier. Carriers do not process claims from recipients, only from shippers. So, despite the volume of orders I have placed with them this year, and in years previous, despite my long Rouge member status, they refuse to assist me. Sorry for your loss. It should be noted that you cannot order things from their website and have them sent to the store for pickup. If you what you want from them is not in stock at a local store, they will only ship it to you. But if you have poor carriers in your area you are rolling the dice with your money ordering from them. This is totally unacceptable. I am very disappointed and do not recommend this store and will no longer be shopping there.