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Post in Customer Support
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Banned from returns without warning

Sephora declined to accept my return items without a receipt. I am a BI member, the items are visible under my purchases. the lady works there asked for my ID since no receipt. she ran it and said they Sephora is unable to accept my return. the third party declines it, so they are unable to do it.!!! i am now banned for 365 days. she couldn't explain why i was banned all she said was that i might have reached my limit returning with no receipt just not at Sephora but other stores well. i was told to call the third party company, The Retail Equation. this is my 1st time returning without a receipt in 2018. seriously!!?? sounds very F up. Sephora is trying to say that they are unable to return because the 3rd party DECLINES it, nothing they can do bout it. Sephora didnt give me a warning at all. 

 

SO i called that third party company, The Retail Equation. i was advised that they didnt decline my return. That decision isnt up to them, they are just following Sephora's guideline. Sephora is limiting return with no receipt,  return is not guarantee. I asked for a report activity of my return history with no receipt. on my report it shows only 2 transaction, the first one was back in 2014!! and it was successfully.  and the 2nd time was declined.  really sephora?!! it has been 4 years a return and still unable to. i find this to be F up. sephora trying to say that its the third party that is declining the returning when really its sephora that has set up that guideline. Sephora if you dont want to accept return without receipt, then please do state on you return policy that NO return on item without receipt and no need to lie to customers that its the 3rd party declining it. 

AnonymousInsider

Re: Banned from returns without warning

Dont bother calling TRE- they are shady aF

 

There is currently a class action lawsuit against them for violating our privacy rights and for being shady AF.

 

Google it and add your name to the list so that you get paid when Sephora and TRE settle - which they will because violating privacy laws is not cool!! Just look at Equifax - they are paying people hundreds/thousands back through the class action lawsuit.

 

and ignore Laurie and Kevin and all the Sephora MODs on here who are IN on it. They know exactly what is up and they hired TRE to do this - notice how they’re not shocked at what you’re sharing- literally story after story on here are f being humiliated in public while trying to do a valid return WITH receipt within the 30’days.

 

dont trust the Sephora mods and don’t expect anything - notice how every response of theirs is canned?! 

 

Sephora:

1. You are not transparent about your hiring of a third party that is shady like AF. We do not consent to having our private info shared with another party. In fact, I’ve never given my ID to Sephora and don’t have a beauty insider a. Punt s how they’re tracking us is shady AF.

2. Your policy says returns are allowed with receipts. You aren’t honoring this.

3. Your violating our privacy and our rights.

4. You say to buy, buy, buy and then ‘return if it doesn’t work out!’ When we are shopping in store encouraging us to try new products BUT then you randomly ban us - which is FINE, you’re allowed to deny returns at ur discretion but

A. Then don’t encourage us to buy buy buy if you KNOW these bans can happened and you don’t let us know in advance. It’s also super shady to say’ buy buy buy u can always return’ when you want our money but when we can’t return even with a receipt you become super shady and nasty and rude as everyone on here is claiming.

 

Also don’t call TRE because they will data mine your phone call, log all your info, etc and still say there’s nothing they can do. Then they’ll say to call Sephora and as you can see by this lameeee canned response by some random Sephora not hack employee, Sephora says to call TRE.

 

so they are just giving you the run around.

 

sephora- superrrr shady you’re tracking and violating privacy of customers- forget about the returns, what are you DOING with our personal data and beauty insider account info??’ Who are u selling it to? We are disgusted by your actions.

 

see you in court.

 

Re: Banned from returns without warning

Did you ever get this resolved?

I’ve been through almost exactly the same thing; I was saying no to the paper receipt and having it emailed to me.  When I needed to return I had the email but the barcode for the return wouldn’t work so the sa just used my I’d then suddenly I couldn’t return.  I was a rouge member so I obviously spent a lot there - and never returned items I hadn’t purchased there since each and everyone was on my history.

horrible way to treat good customers, actually horrible way to treat any customers

RE: Re: Banned from returns without warning

Interesting...

Re: Banned from returns without warning

Hi all, 

 

We appreciate your feedback regarding returns. If there is ever an issue with a return, you will receive a printout with more information. If you have any questions or need assistance, please feel free to send myself or any other MOD a private message with the details of your inquiry. Thank you!

 

Best regards,

Laurie

Re: Banned from returns without warning

The exactly same thing happened to me today!!! I rarely do any returns and always shop in Sephora. I’ve been a loyal customer for 5 years now. I was shocked n quite angry when the staff told me that any of my returns won’t be accepted from now on. Can’t even give me a reason. The items I was trying to return had been being bought within the last 6 months and they can see I purchased that in the computer system as well. This is ridiculous. I called the hot line the the staff told me to and the person kept asking me an Id no which does not exist on any of my returning receipts. The person on the phone said they can’t do anything without that no. but I can’t see it on the receipt!! Dude is this how you treat your customers??

Re: Banned from returns without warning

On Friday, I was told my return was being declined, even WITH the receipt. (I have rarely ever had a return without the receipt.) To add insult to injury, I wasn't even allowed to EXCHANGE the color of the concealer that I'd bought only the prior week and am now stuck with a concealer that is the wrong shade. I have spent nearly $1,500 per year at Sephora in each of the last three years, exclusive of returns. I have been a loyal Rouge that has actively avoided all Sephora competitors. For the amount of business I give to Sephora on a yearly basis, this is absolutely horrific customer service. I would love an opportunity to discuss this matter with someone at Sephora who can clarify the inconsistent experiences of those on this chain. At this point, I will be taking my business elsewhere this holiday season and beyond.

RE: Banned from returns without warning

I haven’t been banned from returning, but I was told I couldn’t return an item because I didn’t have a receipt even though I was spending much more than I was returning. The sales girl said that Sephora NEVER accepts returns without a receipt, which is obviously not true. If someone could pm me too, I’d appreciate it.

RE: Banned from returns without warning

This also happened to me today. My sister in law sent me makeup for my birthday without the receipt. I wanted to exchange the items for skincare items but the clerk told me that my return was refused. It was so embarrassing and infuriating. I spend so much money at Sephora every year and my skincare purchase would have well exceeded the amount of the items I wanted to exchange. This was the first time I have tried to exchange without a receipt in years. And on top of it I am now stuck with makeup that I will never use. Sephora this is no way to treat your loyal customers.

Re: RE: Banned from returns without warning

Spoiler
Infuriating experience 

Same thing happened to me today. I go to the store to return a product that was a gift and I didn’t have a receipt and they tell me the return is denied, I was surprised and embarrassed. The sephora cashier claimed that it wasn’t up to Sephora but this third party agency that made these decisions. So I call this third party agency. They tell me that Sephora is who limits the returns made without receipts! So here I am being loyal to Sephora , when honestly the rewards in some of the competing beauty stores are way better than Sephora’s . I am a rouge member that spends so much money on products here only to be treated like this and embarrassed for not having a receipt ! Sephora if you want to limit returns especially for your loyal customers just say so in the return policy, do not boast about your “great” return policy because my experience today was totally contradicting that. 

Re: RE: Banned from returns without warning

Hi @oren31,

 

I'm sorry for any trouble. I'll send you a private message with more information shortly. Thank you!

 

Best regards,

Laurie

Re: Banned from returns without warning

Hi @ilovemakeup2014

 

I will send you a private message shortly with more information. 

 

All my best, 

 

Megan 

Re: Banned from returns without warning

I am in a similar spot. I haven't used my account in 2 years and have recently made two returns using my info from my beauty insider and today got told this would be my last return for a year even though it was only 3 returns since 2016. I was only returning because I just got in the mail yesterday the 20% off code form October 26-29 and I figured since I just received the product in the mail earlier this week and it hadn't been used that I could just return and then repurchase with my 20% off.

Re: Banned from returns without warning

hi can u please send me a message as well. im a rouge member and spend thousands of dollars there.. more than i return and i was just recently declined as well!

Re: Banned from returns without warning

Hi @AlexMackezie, I am sending a message to help! 

 

Cheers, 

Kevin

RE: Re: Banned from returns without warning

MeganBT I am in a similar position this happened to me today and I had my receipt!!!!! What the heck is going on? Please provide some insight..Sephora has seriously disappointed. I am in Canada. Thanks

Re: RE: Re: Banned from returns without warning

SAME THING HAPPENED TO ME, I HAD MY RECEIPT! I always have my receipt and had no idea I wouldn't be able to make a return!? This is complete BS I would have never made a purchase if they are gonna start declining refunds with no warning. The girl at the store was so rude and offered no explanation. I spend so much money at Sephora and this makes me want to never shop here again. Insanely disappointed. 

Re: Banned from returns without warning

I need assistance with this. I am completely mortified having just gone through this less than an hour ago. The inconsistency in the policies and stores are unacceptable. 

Re: Banned from returns without warning

I had the same thing happen to me not long ago! And I had a receipt. The sephora statement says "returning more than twice as much merchandise as they purchase. This limits product selection and unfairly impacts other clients. When we identify excessive return patterns, we notify those customers that we may limit future returns or exchanges if no proof of purchase is provided." If we have proof of purchase and are not illegally returning (such as trying to return items we never actually bought at sephora), why are our returns denied?

Re: Banned from returns without warning

Can a sephora representative please help me with this?

Re: Banned from returns without warning

@melissinho I recommend reaching out to TRE directly to obtain a copy of your return activity report. If anything is inaccurate, you can file a dispute to have it researched further. We do not have further insight into these transactions. 

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