Banned from returns WITHOUT WARNING???

[ksenia19]

I have had the most astonishing experience at sephora on sept 1 2018. I had bought some items without knowing their was a VIB sale during the event, and came back to get price adjustment. After my price adjustment, I recieved a warning reciept saying that I will be denied future returns or exchanges. 

I was in shock and the associate behind the desk told me she had no idea about this and informed me this is a new policy and I should contact the number on the slip. She also advised me to call sephora customer service.

So I called sephora customer service, which they told me that it was NOT their decision and that they cant do anything about it. The rep advised me to call the retail equation and assured me that they are in charge of denying or accepting returns at Sephora?! 

So I called the retail equation (the number said it was Sephora on my caller id) and spoke to a rep that informed me that I have been banned from doing exchanges or returns at Sephora for 365 days?! She also said that this was NOT their decision, but in fact its Sephora’s. 

I have several questions for Sephora:

1.  Who is in charge of making these decisions? I am lacking to see transparency here in regards to your policies. 

2.  Why isnt it written anywhere to warn consumers about this new policy? 

3.  It’s a direct violation of my rights and freedom when you are so ready to take my money, but don’t trust me to use your written policies and guidelines in regards to exchange and refunds? What kind of business are you guys running? 

I am being treated like a second rate citizen, who is untrustworthy and not worthy of their business, when in reality Sephora is using very shady and phony tactics to employ methods to benefit them. I advise you to make these policies transparent because it is against every retail law. I think its also worthy to mention that I am a VIB member. Sad. 

[unstoppablenene]

Hi KatSunday

Can you post a link to this legislation so we can all read through it? This is very interesting. Thanks!

[kevinbt]

Hello @ksenia19, I am sending you a private message to see what we can do.Thank you for your patience. 

Regards, 

Kevin

[Wookiee7]

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@kevinbt wrote:

Hello @ksenia19, I am sending you a private message to see what we can do.Thank you for your patience. 

Regards, 

Kevin

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I too, am livid at the lack of warning. I have been personal shopper for a few celebrities and now I have to eat the cost because I was under the impression that Sephora’s policy is with your receipt bring it back? But EVEN with a receipt I can’t?

What kind of theft racket is Sephora running? Because know they are stealing our right to change our mind.  Not a problem if all sales are final. BUT SAY SO. I’m making sure no one shops at Sephora again. 

[denniti]

Hi Kevinbt, I also would like to know how it is that my information was given to this third party as I always have my receipts - either shown by email & looked up with Sephora card or hard copy & have also received a warning of being banned from returns.  When I went to return 2 unused items after spending much more than that, Sephora would not let me return them but on the receipt it said that this was a warning for future returns.  When I purchased the items I was not told that I could be banned. After much stress, paying for parking, speaking to the TRE personnel & them telling me it should have gone through & having to go back to Sephora & then again being put through the ringer as if a criminal, this is now bigger than just an inconvenience to fix this problem.  It's principal.  This seems like a sketchy practise, giving our personal information to a third party without our prior consent.  Also, for the record I spend thousands at Sephora & rarely use the items that I return preferring to buy & get samples so as not to waste products.  

[unstoppablenene]

Hey Kevin

Just reading over the exchange policy on the website...

Can you please explain how it is that my information got to TRE when I've never been asked for identification for a return because I've never done a return without a receipt? This is the only instance where it is stated that a customer's information will be given to a third party:

Returns without a receipt or that cannot otherwise be verified are at Sephora’s discretion and, will require a valid government issued photo ID that will be manually recorded at the time of the return. Information from your ID will be retained in a third party database of customer return activity that Sephora uses to authorize returns and prevent fraud. Information in this database will not be used for marketing purposes.

So again, how did my information get into TRE's database? The report from TRE confirms that all receipts were present so there was no passing of ID between myself and the cashier. Please explain. Thank you.

[blomster]

Hello Kevin,

I'd also appreciate any help you may be able to offer. Like many of us writing about being refused and banned from making returns and exchanges at the store, there were no warnings issued and this new rule goes against the Sephora return policy which they are always happy to tell their customers.

After visiting two Sephora stores during their member discount weekend, I was unable to locate the testers or the actual product at both stores. Each location was packed with people and the associates suggested that I make my purchases so I can get my discount and later exchange and/or return the ones that did not work. So, that was exactly what I did because I purchased lipsticks which I refuse to test on my lips for hygiene reasons.

A week went by and I was able to locate a few of the colours at another Sephora, so I attempted to make some returns and exchanges but was given TRE warning at the register. I asked the associate and the manager about this and they claimed that they have no information about it. Why were they not able to answer my questions regarding this issue? Anyway, I still had to make my exchanges, but once the associate tried to process it, the register declined. That was the extent and time frame of the warning -- within minutes of each other. Then the register printed a statement saying that I am not allowed to make any further returns and exchanges for 365 days. Is this fair? Absolutely not! 

I spent about an hour trying to contact TRE yesterday and the person the phone gave me no useful information except that he would send me a link to dispute this. What I got was a record of the exchanges and refunds I had made since April 2017.  If I want to pursue this further, I am supposed to mail the company via snail mail. How is this resolving the issue? What they forgot to include was the thousands of dollars I have spent at the store.

Again, Kevin, please contact me privately if you have any advice about the almost $300 worth of products I have because of the associates' return/exchange policy.

Thank you!

[unstoppablenene]

Hey there Kevinbt,

Could you send me a private message to and explain all of this? I'd like to see where I signed in agreement of Sephora breaking the law. I'd like an explanation as to why I'm banned when ALL of my returns and exchanges have been made with proof of purchase (I have the TRE report to prove this). I'd also recommend that Sephora stop lying to their customers saying they have nothing to do with this when TRE works only on the guidelines given to them by the company that hires them. A lot of loyal customers are being treated poorly and that's simply unacceptable.

[siddii]

sephora employees are just wasting our time! obviously they don't care. This Ban is B.S and they know that. I am a rouge and have the same BAN! called sSephora was asked to call TRE. called them, they said Sephora made this decision. I buy from Ulta now! Affordable products and amazing customer service.