topic Re: Sephora’s new return policy in Insiders

Sephora’s new return policy

nnahrinn — Tue, 19 Nov 2019 23:07:08 GMT

How are you guys feeling about Sephora’s new return policy? Personally I used to love Sephora over any other retailers because of their generous return policy. Now that they made it a 30 day only window I am considering other retailers with better benefits.

RE: Sephora’s new return policy

samanthasmom — Sat, 23 Nov 2019 02:03:41 GMT

It’s horrible. The closest Sephora to me is inside JC Penny and we can no longer return online orders to Sephora’s inside penny’s so I have to drive to the nearest free standing store 30 miles away from me which I know isn’t that far BUT there is a short window of time to get there and head back without hitting major traffic. It’s hard to get over there during the short window when there’s no traffic. They made 2 major changes to the return policy that I am really unhappy about! And then there’s the changes to the insider program, they are taking away all our benefits. No more gift for re-roughing and less perks (they took away 2 day shipping and free make overs off the top of my head). They let us choose 2 day shipping or points as a rouge perk but now they are taking those away. Also took away points for your birthday gift. All I see is perks being taken away. And now they send us an email saying if we spend $50 now, we will get a 20% coupon to spend right before Christmas? That’s basically telling us to spend $50 now in order to save $20 on a future $100 purchase. I would rather save my $50 and shop at ulta who should be having a 20% in December.

Re: RE: Sephora’s new return policy

ZakiyaBT — Sat, 23 Nov 2019 02:32:16 GMT

Hi @samanthasmom,

I am sorry to hear that you were not able to make your return at your local Sephora inside JC Penney. Please note that this policy has not changed and you can still make online returns at all Sephora inside JC Penney locations. I hope that this clarifies and please feel free to send me a PM if you have any further questions or concerns.

Best,

Zakiya

Re: RE: Sephora’s new return policy

melash — Sat, 23 Nov 2019 02:42:51 GMT

I had seem issue and was also told products bought at free standing Sephora’s could not be returned at Jcp either. Is this true and what about products they don’t carry?

RE: Re: RE: Sephora’s new return policy

samanthasmom — Sat, 23 Nov 2019 04:11:40 GMT

Hi Zakiya, I have seen conflicting information about this. I’ve seen mods saying that we can’t make online returns at jcpenny anymore and I also called Sephora customer service and was told the same thing. I sure hope we can still return things to jcpenny!

Re: Sephora’s new return policy

cianni — Sat, 23 Nov 2019 05:03:56 GMT

@nnahrinn Canada has always had the 30 day return window and it’s not that bad at all. I don’t think it’s worth switching retailers over if you like the Sephora experience ☺️ I’ve never had issues with an entire month not being enough time

Re: Sephora’s new return policy

GG84 — Sat, 23 Nov 2019 06:14:30 GMT

@cianni We did have 60 days and it was changed a few years ago.
@nnahrinn Most retailers offer a 30 day window; I think it’s ample time to see whether you are satisfied or not.

Re: Sephora’s new return policy

covredincathair — Thu, 30 Jan 2020 14:21:19 GMT

I am so disappointed with their customer service regarding this new return policy. I've worked in retail for 19 years and literally make exceptions all the time as to not upset or lose a customer. I ordered a couple of products on the 21st of December, after I was quoted two day shipping it then took 7 days because of the holiday's (which I understand). However, I was then traveling (for work) for the majority of January. I literally picked up my package from the mailroom this week and realized that I had ordered the things my boyfriend bought me for Christmas. I went into Sephora on the 29th of January (remember I've literally not been home in January) only to have the cashier tell me I couldn't return them at all because it's been 30 days. I explained calmly that I have been out of town for work, the items we unopened and I would like them to make an exception. She said the best she could do was store credit (which apparently you can't even use online). I asked to speak with a manager who then told me there was nothing they could do... I basically begged for them to make an exception because I had been traveling and unable to even open the box. I also explained that there wasn't anything when I checked out on the app that told me I was unable to return these items. Again they said no. I took store credit and called customer service who then transferred it to online, because apparently you can't use store credit online. I'm truly enraged, as someone who makes/made exceptions for customers ALL the time. Please tell me why a company that literally had such a relaxed return policy (I've never returned anything before and I'm a rouge member) to not make exceptions for people for the first year after changing the police is literally bull. I will be moving my business to Nordstrom rather than dealing with this communist Russia return policy.

Re: Sephora’s new return policy

Tarabotti — Thu, 30 Jan 2020 17:28:16 GMT

They changed the return policy because people were taking advantage of the previously very generous and forgiving return policies. 30 days is normally enough time to see if the products that you have bought will work for you. They are quite firm about this.

This is not directed at you OP, but I think that more retailers will be tightening up their return policies because of customer abuses.

Re: Sephora’s new return policy

yuline — Fri, 31 Jan 2020 13:36:18 GMT

Sometimes shipping online can be held up for a week even 2 weeks for various reasons but if you’re returning an online order in store, they go by the order date on the invoice, not the actual ship date. Hence you could really only have a 2 week window to return an online order in store at times. With holiday or business trip travels, people sometimes can’t get to packages immediately too. Most people have very busy lives and can’t meticulously track package arrivals and deadlines so it’s easy to miss a tight deadline even by a few days. Thus it can be challenging for online orders. I’ve said this before, a company’s success is multifactorial. Return policy issues is only one of many reasons a company thrives or fails. There is one company that is basically like a second home for me with how often and how much I shop. They have a very generous/reasonable return policy and they consistently post positive sales for years. Part of it is I’m buying consumable goods that aren’t usually returned, good offerings/selection, convenience of location and check out, and even regular price items are reasonable and not blatantly jacked up, etc. It’s a win win all around for me so I’m easily spending a lot 24/7 and hardly returning. I am literally buying from them every other day because they offer one stop shopping. If they got unreasonable with their return policy even though I am not a return abuser, somehow psychologically I’d probably not shop as much. There’s a psych element too.

Re: RE: Sephora’s new return policy

skincareartist — Sat, 01 Feb 2020 02:29:21 GMT

30 days seems like enough time for cosmetics. Skincare and haircare hummm... takes about that much time.

Re: Sephora’s new return policy

Er667799 — Sat, 01 Feb 2020 04:35:31 GMT

I agree! I'm more pissed that there were no notifications..... I bought a ton of stuff and because of having two babies at home it sometimes can take me awhile to try out new things especially skincare which we all know takes awhile to see of it works. Usually a good month! I'll be heading to Nordstrom more often as I do believe Sephora is being quite sneaky even as to putting expired products in the play bags!

Re: Sephora’s new return policy

Er667799 — Sat, 01 Feb 2020 04:49:27 GMT

I love my girls at my Sephora at JCP, they r so good to me, but honestly at this point if ulta had all the same products I'd buy there. What's really funny is in the Sephora app when you go to the sale page it doesn't even list all the products on sale! It does this all the time and it also doesn't track all your recent purchases correctly. Lastly, I get the wrong samples all the time! Not here and there...all the time! It doesn't surprise me they didnt notify anyone about these changes, but I'm sure everyone saw the big app pic of the credit card! Rant over......🙉

Re: Sephora’s new return policy

Snglbug — Sat, 01 Feb 2020 17:13:22 GMT

Personally, I'm ok with it. I get really excited when I make new purchases so I typically use it almost immediately. I learn right away if something doesn't work for me and needs to be returned.

Although, someone above said that they can't do returns at JCP Sephoras, and while that is not an issue for me, I feel for them if that is the case. I think of places like Grand Forks, North Dakota where a JCP Sephora is the only option. So unfair to them!

Re: RE: Sephora’s new return policy

glideron1022 — Sat, 01 Feb 2020 20:29:03 GMT

Right! With ALL things considered in regards to changes, return policy is the LAST reason I don't shop sephora anymore. My spending here has gone way down to a rare occurance but that happened over a year ago. Other stores just have better deals, free gifts, sales, more samples,etc. Sephora is not what is used to be. Ulta is the new sephora! The boards are fun though!

Re: Sephora’s new return policy

sampals12 — Tue, 11 Feb 2020 17:27:59 GMT

This is disappointing to say the least, but lesson learned. I was just going through some products I wanted to return from the end of last year (when I was traveling, suffering from severe depression, and lost a pet) and will have to learn to make those work for me. I understand them needing to crack down on chronic over-returners, but I don't live near a Sephora, and I guess it takes me too long to try new products, so 30 days is way too short for me. Oh well – this, along with their TERRIBLE rewards program that has disappointed me several times, will mean I'm taking my business mostly to Nordstrom and Ulta. It will also help me to change my mindset in regards to beauty purchases...I'm realizing I can actually spend my money on things that don't expire! : P

Re: Sephora’s new return policy

Sanday — Thu, 27 Feb 2020 00:29:20 GMT

I will no longer be shopping Sephora for future purchases. I don't like many of the changes they are making, and this return's policy is the last one I'm willing to deal with. Especially with shipping during holidays taking so long. I generally also buy lots of gifts for others during this time. That would mean their only choice is store credit and not a full return if they miss that window. This is easy to do during the busy season. The recent changes like trading bonus points for percentages off purchases, and never getting the sample I choose right. Having to stalk the Reward's Bazaar for the Rouge Reward. I could say more. It just doesn't seem like they are a customer based business anymore, and I don't like feeling like my money spent there isn't appreciated. They are becoming the greedy grinch. Lately I have been shopping elsewhere.

Re: Sephora’s new return policy

PatriotsChic — Thu, 02 Apr 2020 03:34:32 GMT

Yes, it definitely makes a difference when you purchase things online. I personally am NOT happy about this. I agree with what others are saying in regards to purchasing elsewhere due to this change. It was ONE plus to buying from Sephora. Not sure what the incentive is, FOR ME, to continue purchasing items from Sephora. It certainly isn't the fact I'm a rouge member, because what really is the benefit there??? Okay, I'm done.

Glad shopping with Sephora works great for you, however! They do have items I can't find at Ulta. However, these items can be found online & at various higher end department stores. Soooooo.....we shall see. 🤔

@yuline wrote:
Sometimes shipping online can be held up for a week even 2 weeks for various reasons but if you’re returning an online order in store, they go by the order date on the invoice, not the actual ship date. Hence you could really only have a 2 week window to return an online order in store at times. With holiday or business trip travels, people sometimes can’t get to packages immediately too. Most people have very busy lives and can’t meticulously track package arrivals and deadlines so it’s easy to miss a tight deadline even by a few days. Thus it can be challenging for online orders. I’ve said this before, a company’s success is multifactorial. Return policy issues is only one of many reasons a company thrives or fails. There is one company that is basically like a second home for me with how often and how much I shop. They have a very generous/reasonable return policy and they consistently post positive sales for years. Part of it is I’m buying consumable goods that aren’t usually returned, good offerings/selection, convenience of location and check out, and even regular price items are reasonable and not blatantly jacked up, etc. It’s a win win all around for me so I’m easily spending a lot 24/7 and hardly returning. I am literally buying from them every other day because they offer one stop shopping. If they got unreasonable with their return policy even though I am not a return abuser, somehow psychologically I’d probably not shop as much. There’s a psych element too.

Re: Sephora’s new return policy

pamreen — Thu, 04 Feb 2021 00:07:05 GMT

I am extremely disappointed with Sephora's current return policy

I believe it's 30 days for a refund & 60 days for a store credit in Canada - please correct me if I'm mistaken?

While there is some discretion depending on the person you are dealing with, I have generally found that returning anything at Sephora is a hassle now. They are so by the book, that for loyal customers - which most Sephora customers are - it's very inconvenient & does not make you feel like your business is valued

As much as I have enjoyed shopping at Sephora over the years, most if not all the perks they offered are now available at Nordstrom & Ulta as others mentioned

I personally think there should be a longer return window for Rouge customers - given how much they are spending at Sephora!!

Or do what Nordstrom does, and have a flexible return policy where the sales associates have the ability to use their own judgment (e.g. as long as it's not used up/been years and still being sold - they will return/exchange it for you)

Re: Sephora’s new return policy

LCResz — Thu, 04 Feb 2021 00:48:55 GMT

@nnahrinn I just went to my local Sephora and had a horrible experience with the new return policy. I received a lipstick as a gift and was just inquiring how I could do an exchange and the response I got was dismissive and the opposite of customer friendly. The staff was rude and quite frankly made me feel like a criminal just because I was asking what I would need in order to exchange a lipstick for a different shade. I dropped it and figured I’d just buy the color I want directly from the brand. I understand that Sephora’s return policy was quite generous once upon a time and that tightening up the parameters was necessary, but there’s no need to also make it a point to tell customers in front of everyone that returns are not like before and will not be easy, essentially saying don’t even bother to ask.