Bad experience after bad experience!

[shotmarilyns]

In the past week alone I have had three rude, or just downright negligent customer service experiences. At this point, I am flustered and disappointed. Firstly, I attempted to return two products that didn't work well with my skin (breaking out/ developing what looked like a minor rash). I have never returned anything before this and I was told my multiple employes in-store that Sephora's return policy was the best of the best. At no point did anyone tell me I had two months to return things? Firstly, for a lot of people, it takes time to know if a product works! Secondly, as someone who is traveling a decent amount, 60 days go by ridiculously quickly. So, I made the mistake of waiting a little closer to three months with two products that had been barely touched. When I called the closest store to me to ask if I could still get a refund to my card, they said yes. To summarize that interaction: I am made to feel incompetent and given a Sephora card with the total on it since apparently there was no other option. I'm also made to feel like a fool for not having the physical copy of the receipt although I know for a fact she can pull up all the information just with my VIB information. I email customer service explaining how frustrating this is, and how I feel compelled to just start buying elsewhere. I am given 75 beauty insider points which I don't want and an "I am happy that one of our Cast Members were able to assist you!". Fantastic! No one is taking anything I'm saying seriously! So today I decided to just use that card online and rid myself of this company. Suprise! I can only use the card in store! So not only can I not buy the products I want (either online exclusives or merely not at any local stores) but I have to call customer service and ask them to at least try to give me online credits instead of this card that I didn't even want in the first place. This is the real zinger: somehow the people I talked to today were even worse than the other ones! They're telling me that I now have to once again drive to my local Sephora, ask them to give me a different card, which they probably won't even be able to. At this point, I am going to lose my mind. I ask to speak to a supervisor since apparently, this person not only thinks I'm being ridiculous for calling them, but she also can do ABSOLUTELY nothing but be snide to me. Eventually, I'm re-explaining the situation to the supervisor, hoping that they could do literally anything at this point and she straight up tells me, "I can do nothing, you're wasting my time". She also graciously informs me that I have an attitude. When did every single person working at Sephora forget that they are representatives of the company? At this point, I have no idea who to contact or what to do with this measly card. I'm not fond of the idea of ever buying products from them again considering they don't even have the decency to try and help me get some sort of resolution that genuinely works, and they also refuse to just reimburse me the 100+ dollars. 

[keelybt]

Hi @shotmarilyns I apologize for the misinformation you were given. In order to be given a full refund, you would need to return the items within 30 days of purchase. If is it after that period, our policy states that a merchandise credit will be issued. I understand that this is frustrating and I will forward this feedback to the appropriate contact. 

[shotmarilyns]

I appreciate your response and understand that, although that doesn't change the fact that the credit I was given is only available instore and no one even bothered to mention that to me until I was ready to purchase online and read the information on the back. Considering there are products available exclusively online this simply doesn't make any logical sense. This information also doesn't change the consistently bad experiences I keep having time after time with individuals working for this company. Being told/made to feel like any questions, concerns, and complaints I have is "wasting" someone's time is not a good feeling, and really makes me want to tell everyone I have gotten to start shopping at Sephora to stop.