Beware of Return by Mail - Deceitful and Dishonest Distribution Center

[Southpaw211]

I purchased the Grande Lash MD Lash Serum. I used it one evening before bed, and both eyes were completely red and bloodshot the next day. Trying to pinpoint the issue, I didn't use the serum the second night, and in the morning my eyes were clear again. To confirm it was the serum, I used it again on the third night. The next morning, both eyes were bloodshot. I did a quick google and found out this is a common reaction. I was relieved to see that Sephora had a return policy to accept opened items, as this stuff was $68 and a pretty spendy product for me to just throw away. I found I couldn't return it in store since it was an online order. 

I mailed the product back to Sephora, wrapped in bubble wrap to keep it safe. I received an email about 10 days later stating that I would not be refunded. I got on a chat with Sephora and was told that the distribution center determined that I replaced the product with water and therefore a refund was denied. I was furious - have shopped with Sephora for 20 years and never made a return - the idea that they would lie about the product (because I absolutely did NOT replace it with water and I don't even think I could have done so, it's in a tube like mascara) just disgusts me. I was told that a case would be open and i would hear from someone, never did.

Gave it two weeks and reached out again today. This time i was told it was replaced with water and also that it was "more than gently used". Which is it, Sephora? Either way, I know that they are lying, they know that they are lying. $68 might not be much to some people but it was a lot to me. And this is how they treat loyal customers. Customer Service attitude each time was very cold (too bad, so sad type of attitude) and offered zero recourse. I'm just livid. 

So I don't know if it's the online returns, the policy itself, or the distribution center that claims to "test" the products, but beware. If you're buying an expensive product that might give you an allergic reaction, you're taking a big risk as you probably won't get your money back. I'll never shop there again. Ever. 

[Anonymous]

@Southpaw211 @Did they end up refunding you? Same thing happened to me and I’m afraid of placing new orders again 

[Southpaw211]

They did, after I made this post. The lesson here is not to order online so that you don’t have to mail an item back and hope the refund is honored. Or just buy direct from the brand. 

[keelybt]

@Southpaw211 I'm sorry to hear about this experience! I see that DaneeBT has sent you a PM to assist further. You can view your PMs and reply directly by selecting the bell or envelope in the top right hand corner.