Bag fee

[ky911]

I love Sephora carries a huge variety of brands that you can’t find anywhere else and recently tried to use the online order to pick up in-store option since the products I wanted sold out online. During the online checkout, there was a $0.05 bag fee with the clarification that this bag fee will be removed if I decline the bag during the in-store pick up, which I did and left with 2 items and a receipt without a bag. 2 days later, I found out that I was charged the same amount with the bag fee.l called Sephora customer service who told me that they could not adjust or refund the bag fee, and then transferred me to the store where I picked up my online order. The store employee told me that they couldn’t reverse the charge remotely and I have to go to the store in person to get the refund of this $0.05 bag fee after I explained to them that the store is 30-45 mins drive, it will cost more than $0.05 for the gas to just drive there. Then I called Sephora customer service again and told them what the store told me, the customer service offered to applied a $0.05 credit that I can use online only but have to use it within 30 days. I don’t know whether I would be doing any online shopping within the next 30 days before this small credit expires.

Sephora, you really need to work on the in-store pick up system. $0.05 bag fee is just a small charge but why should someone pay extra for something that wasn’t received? This isn’t right. 

[LaurieBT]

Hi @ky911,

I'm sorry to hear this and I'll send you a message shortly.

Best,

Laurie

[BeeBalm]

Hello,

I had a similar experience today picking up two Caudalie items which I had ordered online for in-store pick up at the Chestnut Hill Mall location in Newton Mass. Having moved over 2 hours away from this store & with limited availability of one of the items this seemed the best option... I have shopped @ Sephora for years and ALWAYS refuse the bag. When the sales person retrieved the item I told her I did not want the bag. Her reply was that they could not use the bag as it was "used"! And that it would be thrown out! I offered to recycle.

When I got home I noticed a "checkout bag charge"  #1466820.

 I am very conscientious about waste and recycling. The cosmetic industry's track record to reduce plastics in our waste stream is generally pathetic. The least Sephora inform shopper of the bag charge, offer online/pick up shoppers the option of "bringing my own bag",  AND could explain to customers why its a SMALL step. For a company such as Sephora, with broad relationships with the cosmetic and beauty industry - especially with the increasing competition from online - there is an opportunity to be in the vogue to inform, and educate customers about what Sephora is commited to doing to reduce waste especially with plastics!