Banned from returns is a PUNISHMENT

[loosh007]

Like many here and across the interweb, I am shocked and compelled to share my experience with the ban on returns. 

I started spending and shopping at Sephora much more due to Covid after having to adopt a new approach with virtual meetings. In fact, the only reason I would go to a mall would be to visit a Sephora which isn’t an easy accomplishment for a retail brand these days. Naturally, I was manipulated into believing that I could in fact ‘try it and return if I don’t like it’. From hair to make up, the reps are trained to make it very digestible for a noob who isn’t used to spending disposable income on make up to spend over $100 in one purchase. That’s a decent basket size. 

I was banned in the store a few days ago without any notice, well 5 minute notice because I was making two returns on separate bills. After first return was processed I got the warning via print out which doesn’t give you a logical explanation. Nor is the sales rep able to give you an explanation. Needless to say my second return got declined right there and then and the manager who was called also had no explainarion bc she ‘hadn’t heard of this.’ At that moment I wasn’t sure what shocked me more, that I was being ‘banned’ from something for 365 days or that the store manager at Sephora isn’t trained to effectively communicating customer policies. 

Dear @sephora, being banned from something suggests that you are being punished for wrong doing. It’s uncomfortable and humiliating to be singled out and have my unopened product, with a receipt and within the 30 day window rejected without any explanation. Your use of TRE made a spectacle of me and publicly stripped me of privilege. Demoted without given the curtesy of language or brand positioning that manages expectations. A simple caveat that for example educates the customers on say the fact that only 10 returns can be made in a 120 day period; then it wouldn’t feel so demeaning. And that’s exactly how it feels, demeaning and repulsive because you are being punished for rules that you weren’t even aware of. That you are banned and stripped of decision making power when each store visit encourages you to ‘buy and return’. It’s as if you set up your customers for failure. It’s as if my lack of make up knowledge, my lack of awareness of brands and use cases was used against me when it could have easily been prevented. 

I certainly don’t want to engage with a brand that punishes me and takes away privileges that other consumers have. Is that what it has come to? We are the delinquents?We are the banished?

It is also unethical @sephora that you flag the ban at the time of return rather than at the time of the purchase. At the very least, let the customer know during checkout and before their purchase is processed that the items are final sale. 

@sephora, you really let me down and ruined what was shaping up to be a really lovely journey to self discovery. I now use leave-in conditioner, primers and Charlotte Tilbury. I really thought that part of the value proposition of the retail experience provided was to figure out what works for me. I was wrong. 

I will be taking my business to Shoppers Drug Mart, departnent stores or order direct. Maybe it will cost me more but at least I won’t be treated like a dilinquent. 

[michellew925]

You may be in a database that tracks returns you’ve made at multiple stores, not just Sephora. You can request your history from The Retail Equation website. (You’ll have to do a google search. I can’t paste link.)

Many stores use this site in an effort to control return fraud. I can understand why. The few bad apples that commit return fraud have made it harder on the good ones. I don’t think they are singling you out; just doing their job.  

Are you returning any free offers you received with the products you return? That could be another reason.  Your best bet is to contact customer support to find out more.