Bad customer service

[NairRui]

So, today I went to Sephora at the Mic Mac mall in Dartmouth, Nova Scotia.

I bought the Charlotte Tilbury highlighter. When I got home I tried and I didn’t really like the shade under a better light. I went back to the store and asked if I could change the shade. She exchanged the product with no extra cost. ( keep that information in mind.)

When I got home I realized that she gave me the same shade, she might have got confused and just gave me the same shade from before. 
I went back to shephora for the third time to change the color, my surprise when the cashier told me I would have to pay for the difference. I used my rouge points for a 10 dollars discount when I first purchased it. She said there’s nothing I can do because of the system. I was explaining to her that that’s not right cause not only it wasn’t my fault she made a mistake I should not have to pay for it since I’m just trying to change it for the shade I wanted. The manager at the store was extremely condescending saying this back and forth is not gonna happen and there as nothing she could do. She basically dissed me like I was the problem. When I told her you should talk to her people so this problem wouldn’t happen anymore she was even more condescending saying sure sure I’ll talk to my people. This was extremely disrespectful and a complete lack of empathy. She said we’re human evebidy can make mistakes. I know! So she could at least try to solve my problem. I left, having paid for the difference even though I had already used my points. This is unacceptable, specially because I’ve been a VIB ROUGE client for a real long time. I just want to toss it in the trash, this episode completely killed the vibe of trying new makeup. I will not return to this store for sure. If I had to pay for it, why didn’t they charge my the first time I tried to exchange it? And if I explained to her what the problem was, why didn’t she try to solve the problem instead of causing me the embarrassment and aggravated the situation? 

[Rosalynns]

Exact same thing happened to me today. I purchased an $22 eyeliner online and used my points for $10 off. It was dried out and flaked into pieces and I didnt like the shade. So, I went to a store (1 hour away) to exchange but they were trying to charge me the difference. I explained how I didn't want to loose out on my $10 worth of points and it was just exchange for same item, just didn't shade. I didn't want the same color cause I was afraid of it being dried out and damaged. They pushed back pretty hard but I stayed firmed and argued enough they finally gave in. Made me feel ridiculous for standing up for myself. I spend to much money to be arguing over $10 worth of points. Its principal. Wft sephora. 

[DaneeBT]

HI @Rosalynns I'm sorry to hear about your experience! As Laurie mentioned above, we would only be able to process an exchange for the exact same product/shade, not a different product/shade. I understand this is disappointing and I will forward your feedback to the appropriate teams.

[LaurieBT]

Hi @NairRui,

I'm so sorry for this experience! We sincerely appreciate your feedback and apologize for any disappointment this caused. Please kindly note that BI Cash is non-refundable, and we would only be able to process an exchange for the exact same product/shade (for example, if the original item you purchased was damaged or defective). Unfortunately if you want to exchange for a different shade, the discount amount and/or points would not be returned and I'm sorry for the disappointment. However, we always want to communicate policies to our clients in a courteous and kind manner, and I'll be sure to forward your feedback about this experience to the appropriate team. I'll send you a message shortly to further assist. 

Best regards,

Laurie