Hi, I’ve been a loyal Sephora customer for years, with no issues or complaints until now. I placed an order for 7 items on 8/27/2023. The following day I received an order update, saying one of the items was no longer available. I called in to double check it’s stock availability and the representative said the shipping/distribution dept must have made an error, because the item was still in stock, but she’d have to place a second separate order for it. NOTE ERROR #1 with the shipping/distribution center. I received my 2 separate orders, out of the 7 items, I kept one item and opened another (Sephora concealer) to color swatch, it was the only opened item being returned along with the new/sealed 5 items, which were going to be gifts for my niece’s birthday, but she didn’t come in town, so they were returned like I mentioned new and unopened. The items were returned in new condition and in a timely manner (received on 8/30 and returned on 9/5), I received email confirmation that returns were received and refund would be issued in a few days, but I never received my refund for almost $200. I called in today and customer service had no idea what was going on, I asked for a supervisor who also had no clue, said the shipping/distribution center was declining a refund(ERROR #2 by distribution dept) I asked for what reason, they didn’t know, asked if I returned within 30 days and I confirmed by supplying my fedex tracking numbers which showed they had received it back on 9/11. They asked if I sent anything damaged, I told them nothing was liquid, and the only opened item was the Sephora concealer. I was told that yes they indeed received the returns as their emails stated, but could not issue a refund, because for some unknown reason the distribution dept was declining both packages. Customer service said that dept should have contacted me via email in regards to the order, but I NEVER received any correspondence (ERROR#3 by distribution center) And I do not understand what the issue could have been if all but one of the items were in new sealed condition. If they did not like me returning 6 items, then why not contact me or return the new items back to me, instead of keeping them? It feels like a scam, like the distribution is shady and trying to keep products for no apparent/valid reason. It makes no sense at all and now I’m out of close to $200 and have nothing to show for it. And Sephora’s customer service can’t help get in touch with that dept or figure anything out on their own, so I’m left having to dispute it on my credit card, which is a time consuming, lengthy process. I just read several similar complaints here and it’s truly disappointing that Sephora has started to drop the ball when it comes to returns. It’s also discouraging to know that the phone in customer service dept has no means of communicating with the distribution/returns center and that neither look out for the customer or make us the priority. If the situation if not rectified then I will be warning my friends and family in regards to Sephora’s incompetence and what seems like a shady or scamming way of doing business and I will no longer buy from Sephora, will give my business to Ulta.