Bad customer service with incorrect product mailed

[nashvillebird]

I have to vent on this. I ordered a huda eyeshadow and was sent the wrong product. I called to get it fixed. The Sephora response is to email me a label that I have to go get printed somewhere and then package the item and drop it off at a US post office to return it in order to get the correct item I ordered. The whole point of ordering online is time and convenience. Why should I have to do all that to make up for their mistake? I thought Sephora was better than that but I guess not. My incentive for shopping at Sephora has disappeared. Anyone with a similar experience? Am I being unreasonable here?

[Anonymous]

Oh I not only believe it, I've experienced worse. Sephora has flagged my account a scammer and con artist because they made mistakes so many times with my claims. They will never take responsibility for anything. All they know how to say is "the system won't let me do it."

I just want people to know that since I've stopped shopping with Sephora, I have experienced amazing customer service when purchasing directly from the brands they sell. https://iliabeauty.com issued me a full refund without even having to return the items to them after I had an allergic reaction to some new products. Pat McGrath issued me a refund due to concealer color not being right just by providing a tracking number (didn't have to wait for them to receive it).

Please stop giving sephora your hard earned money people. They will only get worse.

[DaneeBT]

Hi @nashvillebird,

I'm so sorry to hear about your order experience! I'm going to send you a PM to assist you further.

Always,

Danee