Banned from making returns for 365 days

[narinka11]

I am a VIB and LOVE shopping at Sephora. I was returning a nail polish a week ago and got a warning that my future returns might be declined. Sephora representative had no idea what it was and recommended to call The Retail Equation (third party vendor). Basically, I called them today and all they said is that I am banned from making returns for 365 days. I kept asking WHY exactly I am banned and they couldn't give me an answer. I had the case escalated to a manager who is supposed to give me a call. If I have a return, I always have a receipt. I can't even say that I returned a lot of stuff this year in order to get banned. So, basically, neither Sephora nor its third party is able to give me an answer why they banned me. I am really sad to say that I will NOT be shopping at Sephora any more. If a store encourages you to try products (especially skincare that might not work on every skin type) then you should expect to have some returns. I will take my money and spend it somewhere else (Nordstrom, Beautylish, Ulta, etc.) where companies don't treat their loyal customers this way.) I am extremely disappointed!!!!

[LeavingRouge]

Today I was banned from making returns for 365 days with a receipt. 

I had had been to three stores within an hour of my house to try a new line before the rouge sale. None of the stores had the new Shiseido line but every SA was so accommodating offering to order for me so I could try it because I could always return if they didn’t work for me. So I bought during the Rouge sale. As a Rouge member.

Today I went to make a return and was declined. I was told I had received written notification of a company wide policy change 3 months ago. I didn’t. I showed the SA the stated return policy on the Sephora site and they backpedaled saying it was just for me that I received written warning, if a SA was supposed to give me one, they didn’t. I was told to contact their third party vendor to “fix things” and come back. Huge surprise, they could only report on my activity not even why I was banned just that I was and for how long and that...wait for it...the Sephora SA gave misinformation because they can’t change anything. So yeah, I have a bunch of things that don’t work for me because the swatches were wrong or the bottle wasn’t functioning properly because the SA have always said we don’t carry that in store but don’t worry you can return it if you  don’t like it. Riiight.

Welp, I’m happy to not send more people to Sephora anymore and will actively encourage people to shop elsewhere which is exactly where I’m going. Glad to know multiple years of my being a Rouge level customer is important to them. 

[DaneeBT]

Hi @narinka11,

I'm so sorry to hear about this! Regretfully, we are unable to provide any information or further insight as it pertains to these denied transactions. I may suggest contacting TRE (The Retail Equation) once more at 1-855-835-2320 to see if they can look into this a bit further and provide you with additional information. I understand this may be disappointing and I'm sorry for your experience and any inconvenience this may have caused.

Always,
Danee

[unstoppablenene]

Hi Danee

TRE can only give a copy of the returns history and the option to dispute the refusal. They say the decision is based on returns history. They say they're following Sephora's guidelines. I understand that people abuse the return/exchange policy, but this blanket algorithm (or however TRE decides how many returns are too many according to Sephora) just plain sucks. Some of us don't have the time to spend sampling in store, don't want to try on potentially unhygienic items, have finicky skin which likes a product for a week or two then suddenly reacts to it, can't find a cast member to assist and give samples because they're all busy with other customers, get home and realize they've already got what they bought, or just plain changed their mind! I've never brought an item back without proof of purchase yet here I am denied returns AND exchanges for a year. Like seriously, I can't even EXCHANGE? TRE can't do anything about it, Sephora customer service didn't even know what I was talking about!! Please explain why you're punishing people for following your guidelines? 

[chewler]

Hi @DaneeBT 

I have had the same problem issue but TRE has me to call you for more information as they don't have an insight.

I don't think you understand how irritating this is to be sent on a run around. PLEASE try to have coordination among your staff in store, online and through customer service and TRE because everyone is sending different answers and it is infuriating and exhausting.

Very disappointed in the service and help I have received.

[unstoppablenene]

Hey chewler, this reply from DaneeBT is basically an automated response because it's the word for word reply every other MOD has given regarding this issue.... This is just sad.