Banned from Returns

[2KTN]

My daughter bought a lipstick that she didn't like so we exchanged it for something else. We were told that this was the last return allowed and I was no longer allowed to return Sephora items in the store for 365 days. The sales person and her manager were surprised and said they never saw this notice before and I should call the customer service line. When I spoke to the lady on the phone, she told me that my return activity was flagged which is why I was not allowed to return items at Sephora in the store. I buy most of my items online and try them at home and return the ones that don't work. I do not abuse this policy nor do I game the system for god knows what. I always tell them if I've used an item and explain the reason why I'm returning the items and try not to open anything if it's a definite "no" so they can resell it. I even fell bad when I have to return an item I've used because I know they can't resell it but some things can't simply be known unless they are tried. So, to be told at the register, that I could no longer return items in the store felt like a slap in the face to someone who has been a loyal Sephora Rouge customer for many years. They need to state clearly in their return policy what the limitations are and if you are close to reaching the limit to let your customers know BEFORE they make a purchase. With all the sophistication in CRM tools this should not be a hard ask. 

Beauty products by nature are a "try and see" category and to copy the Sephora company line from their site, it seems this invisible return policy seems very counter to their values.

From the Sephora website:

"We want to create experiences where people feel free to discover, try and explore."

@sephora, if you are reading this, you need to change your return policy and/or state clearly what it is. No vague lines about your right to refuse returns, etc. Banning your customers from returning items after they've made a purchase without any notice is extremely unethical, poor customer management and service, and as mentioned above, counter to your values as a company.

[starcaption]

At least you got a warning. I live an hour to a store and it’s easier to order online. I’ve been banned since July 2018 from ORDERING online. I can’t make a new account, it doesn’t let me order. It’s extremely annoying because there are certain products that are online only. It also doesn’t work if I go into store and have an associate order for me. It still flags it as an online order and cancels it. 

[michellew925]

If you’re able to go into a Sephora store to return the lipstick, you should be able to go in there to test products instead of ordering full sizes online and testing at home.🤔 When you return the full size items, are you also returning the bonus offer items with min. purchase you redeemed at checkout? If not, I can see how they’d be weary. If not, the people that purchase online with intent to purposely keep all the free samples and bonus offer items but  return the paid items, ruined it for you. 😞

[keelybt]

@2KTN I will send you a PM with more information. 

[jojo83]

I needed to know can I at least get store credit?! I buy mainly online and explained to lady at the phone number on the warning receipt how I have skin allergies and she sent it over to them. Still got a message of denied back! 

[jojo83]

That did not help. I know you can send returns in the mail. I needed to know if they give store credit when they ban you from returning. It's not listed anywhere in the policy. 

[DaneeBT]

Hi @jojo83 I'll send you a PM.