What does Sephora do with used returned products?

 

Re: What does Sephora do with used returned products?

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YOU ARE NOT CRAZY. IT HAPPENED TO ME TOO! I "Google-searched" to find this thread. I am a member of Play! By Sephora and have made about 2 or 3 orders from Sephora, here online. Normally, I make my purchases at the actual Sephora store, I never use my Play Pass or my points card simply because it's just another thing to carry around in my wallet...although in hindsight, I should have used it because then, Sephora would have an actual "list" of all my random purchases. Anyway, I once ordered a Beautyblender and promptly started using it. I realized that the base was literally SHREDDED and falling apart in my hand. I contacted Sephora, sent pics and received a replacement (thank you, Sephora.) I was so pleased with the customer service, I bought all my makeup from Sephora thereafter -for a whole year IN THE STORE. About a week back, I decided to use Sephora's online site right here to get more Cover FX drops. The package arrived today. Not only was it unsealed, it was dripping down the bottle and the oxidization process had begun in the product left in the bottle which was about 1/4 empty. I have owned a bottle of this before, so I tested it against the one I own and sure enough, the new one was lighter than the one I've had for the better part of a year (bought from the store inside) and the color was an orange-y hue against what I had owned previously. I had also ordered a couple other items which were sealed & just fine, but this was the open, leaking oxidizing one. After my research here and on other forums, I am wondering if they restock items that were previously ordered, tested and returned. Sephora allows us to return just about anything, and often because of a wrong shade match. They are not supposed to resell it, but it seems that they're restocking some of the more expensive items (items over $40 based on what I have deduced.) I am mailing my "opened" Cover FX Drops back, so I pray they don't end up on the restock shelf and instead will end up in the tester stand or maybe donated or something. Reselling returned cosmetics can lead to anything from damaged product to skin infections. My husband is a dr, he recommended that I return this and request a reship, he's right. No one wants a breakout or skin infection. I found another thread with a woman who received swatched and tested lipsticks and eye shadows, both in the exact same order placed, which is even more dangerous. Hep-C, anyone? A rare possibility but is slightly possible from using "used" cosmetics.

Re: What does Sephora do with used returned products?

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Oh my goodness I'm glad I found this thread. I was searching online for similar experiences because I thought it was just me dealing with receiving used/tampered items multiple times. I bought a Shiseido serum last week and it arrived unsealed, the lid of the box slightly torn and about a fifth of the product missing. Then last month, I bought an Origins 6-item skincare set with the charcoal mask missing. I've bought online before and have had no issues up until recently. Thankfully Sephora customer service refunded me right away, but it makes you wonder how their supply chain is structured? I really hope their warehouse isn't shipping out returned products.

Re: What does Sephora do with used returned products?

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I just received some used products in the mail today! It was a value kit that came in a makeup bag. The cream in the jars were obviously used. They were half empty. The make up bag that it came with had a makeup powder stain on it. Where is the quality control? This should never be resold to anyone?! I am in shock..,

Re: What does Sephora do with used returned products?

I have probably mentioned this elsewhere on the thread, but please consider trying the trade thread, for items that are brand new or even ones that have been used that can be sanitized (usually just powder products).

 

It is win win! First, it keeps items from ending up in a landfill, unable to be used. Second, you might have a gem that someone else really wants and it will make them very happy! Third, you just may find some item or items you will love receiving in exchange. 

 

http://community.sephora.com/t5/VIB/Trade-Thread-12-January-February-2016/m-p/2323280#M69579

 

Re: What does Sephora do with used returned products?

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Trading is an all around great idea, for items that are gently used. I am fairly confident that these posters purchased items from Sephora "as new," with the intent to use them, and do not want to go through the process of sanitizing a used item that was purchased as new, at full price. To fulfill an order with used items is not only illegal, but it's dangerous and depending on the item, can be a genuine health risk. Sephora sells items as new, at full retail prices. If I visit the Macy's I can purchase a brand new Lancome item at full price right now which is the same price Sephora sells it at, and it will be new and never used or tested, and it will come with a free 7 pc set that is also new and untested/unused. This thread is full of people who purchased items as new and received used/tested items instead. How would you feel if you paid $44 for a foundation and it arrived very used with a quarter of the product missing?

Re: What does Sephora do with used returned products?

Used products are damaged and put into the trash, they cannot be resold.  My heart literally sank each time I had to see an overflowing bin of used returns being put into the garbage. 

Re: What does Sephora do with used returned products?

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Hello Darkiceis, the products that are returned are not sent back to the manufacturers, they are all destroyed and discared at the stores? Do you know who takes a loss on the returns? 

Re: What does Sephora do with used returned products?

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@Frankie02 If you're asking whether Sephora or the manufacturer takes the loss, it's Sephora. Sephora bought them from the manufacturer originally, at wholesale, so it's up to Sephora to sell them, or not.* 

 

The other way around, where the item (and thus the loss) "belongs" to the manufacturer until sale to a consumer, is consignment selling, and it's not something big retailers really do.

 

*the fact that sales of specific products are often coordinated across different retailers is likely do to some sort of agreement required by the manufacturer to only mark down products in certain ways and otherwise sell them at retail price.

Re: What does Sephora do with used returned products?

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Thank you Jaza Chai, seems like there should be a better system for the used returns. All that makeup thrown away! I assumed they were sending the products back to the manufacture, I read that somewhere recently. 

Re: What does Sephora do with used returned products?

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Ugh... some of the stories in this thread is making my skin crawl about getting used products. 

Re: What does Sephora do with used returned products?

I have two brand new prducts that i bought very recently. untouched and unused. i want to return them but i feel so bad that they might end up in waste =(

Re: What does Sephora do with used returned products?

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@shopaholic14 If the seal is still intact and the packaging isn't damaged and product unused, it won't be in waste. (unless it's mascara or comes without seals because those can't be proven that they're new).

Re: What does Sephora do with used returned products?

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The only time I've ever gotten a used product from Sephora was years ago when I purchased the Tarte True Blood palette. It was the last one in the store and I was so excited but when I opened it the eyeshadows had finger prints from being swatched, the eyeliner was clearly used and no longer had that eyeliner new point, the mascara wand actually had an eyelash hair on it. I took it back and the SA told me that someone had definitely used it but the whole company was OOS, I was really bummed.

Re: What does Sephora do with used returned products?

Isn't that what they use for in store samples?

Re: What does Sephora do with used returned products?

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I believe there's a conflict of interest with regard to saving on samples versus health/safety/hygiene. If I have sebaceous dermatitis and I use the eyeshadows (and naturally, double dip), then Sephora puts them out for testing and someone swatches that with their finger, and later puts their finger to anywhere on their skin, they could develop sebaceous dermatitis which is generally a life-long skin disorder/infection. It's just a matter of being predisposed to it and coming in contact with the Malessezia (sp?) yeast that causes it.

Re: What does Sephora do with used returned products?

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I thought so too!

Re: What does Sephora do with used returned products?

I can now say Sephora DOES give returned and used products to other customers for resell. I just received my new Clairsonic, and it has not only been opened, but used. The brush was used, along with being broken (guessing the person didn't know how to put the brush onto the handle). I am LIVID!!! Why in the world would you send a used product, you used to clean your face, to another customer?! That's very unhygienic! What if I put that on my face, and used it. I'm just beyond upset. I'm paying for a brand NEW item, not a used item. This model is limited edition, online only (which by the way, arrived a day later than is was supposed to), and I used my 10% promo code that I can't reuse! Smiley Mad

Re: What does Sephora do with used returned products?

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I am suspecting that my Luna Mini was brought back by someone else and re-sold to me.... I opened my Luna Mini and started charging it, on the packaging it says it will be fully charged in 1 hour but my Luna took less than 30 minutes to be fully charged, and the charger I currently have doesn't even fully plug into the device. 

 

This is why I found this community, because I was extremely suspicious and started to google around on what Sephora's policies are with returned items. 

Re: What does Sephora do with used returned products?

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Oh I've definitely received items from the warehouse that were obvious returns like the packaging was ripped, you could see where the inner plastic shell had been opened and the items had been taken out, seals were missing. I've only ever had this happen on sale items though.

Re: What does Sephora do with used returned products?

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I'm going to call them tomorrow, before taking the unit to the store to return it. I'm debating about repurchasing it or not, and if I do, ask for upgraded shipping to next day, since it takes forever for them to process my orders. I also want my 10% back! I'm just so infuriated that they did that. Who ever thought that was okay needs to be reprimanded.