Beware of the return by mail policy!

[SKWRennie]

Did you all know that when you return products by mail, Sephora has the right to keep your money AND keep the product? I'm shocked by this discovery, and I am seriously considering boycotting shopping at Sephora ever again due to my recent experience.

I've been a loyal Sephora customer since I was a teenager (I am 36 now) and have reached VIB Rouge status at least three times in my life (it's probably more, but I can't remember for sure). I've never posted in the community, nor do I usually submit reviews unless a company goes above and beyond (a few come to mind: Ember, Quince, Lush Cosmetics). However, I can't stay silent this time. I'm appalled by the fact that Sephora has the right to keep return-by-mail items when a refund is refused. I have never heard of this practice for any retail company, ever, and it blows my mind that considers this is an acceptable business practice! 

I had purchased Dr. Dennis Gross Skin Care- Advanced Ferulic Perfectly Dosed Retinol Universal 0.2% which came with 16 treatments as a Christmas present for my sister. She used or kept 7 of them before letting me know her skin was wrecked and requested that I return it for her. She wanted the cash value or store credit instead. I obliged.

I sent my return in the mail and receive an e-mail a little bit later stating, "we are unable to offer a refund or return the item(s) to you because the item(s) are more than gently used and not in accordance with our return policy." Later on, when I reached out to customer support via live chat, I was told that the definition of "gently used" was 20% or less. The gift recipient used 43.75% of the product, I get it. That's fine, but it would be nice if Sephora's Return Policy page was transparent enough to include what "gently used" means to them. I requested that they either A) mail back the 9 treatments to me (I would've paid for shipping even though Rouge members get free shipping perks with no purchase minimum...or has Sephora done away with that, too? Can someone clarify?), or B) issue a partial refund in the amount of $46.13 which is equivalent in value to 9 treatments (9 divided by 16= 56.25% and 56.25% of $82= $46.13). Mind you, the treatments are individually wrapped which shouldn't decrease the value of the remaining items, unlike an open bottle or container that risks contamination. The chat support agent informed me, "sadly due to this order we are unable to send the items back or accommodate the refund due to the fulfillment team denying the refund process. We are unable to override this request or add a credit."

After this interaction, I tried to dispute this transaction with Afterpay, but Sephora replied by digging in their heels. Alas, I am utterly disappointed and can't believe I just wasted time, money, and energy because of this ordeal. It's not my sister's fault, but if I had known there was even a slight risk that returned items could be denied and thrown away, I would've gladly kept the Dr. Dennis treatments for myself.

Do better, Sephora. Until then, I'll buy my skincare products directly from the brand. I hope this post saves someone from making the same mistake.

(Oh! And one last slap to the face...Sephora docked my Rouge rewards points, too. LOL)

[mgkunk1976]

This happened to me today, the item was tried once, I didn't like it, and I sent it back in the original packaging.  Sephora said no to my $100 refund and won't return the item.  I'll try to appeal this before going back to Amex to dispute the charge.  Sephora's return policy is robbery.

[Southpaw211]

This happened to me too. I used the lash serum twice (it made my eyes bloodshot) and I returned the product by mail. Was told the return was denied and when I pressed for an explanation, they told me they found the product to be replaced with water. I think I would have been less angry if they claimed it was more than gently used (which it wasn't). But to make up an egregious lie like that - how do you even replace something in a mascara tube with water? I will never, ever, shop Sephora again. I can get any of these products direct from the manufacturer or from Ulta. Garbage scammy company. Ugh.

[DaneeBT]

@Southpaw211 I'm so sorry to hear about this! I will send you a PM. 

[kata321]

Ugh this happened to me too!!!!!! I’m so disappointed, they offered no store credit to me or anything. Just said too bad so sad, promised to have a manager call me back and it never happened. I’ve been shopping here for well over a decade, I’m sure I’ve spent THOUSANDS. Such a disappointing experience. 

[SKWRennie]

UPDATE: I was given $65.60 in store credit as a one-time courtesy which I believe is a fair compromise. But the fact remains that Sephora will not mail back rejected return items, so take caution when sending back products! If you ever decide to use mail-by-return, I suggest you thoroughly document (i.e., videos/pics) the condition of the items before sealing your return package just in case...

[DaneeBT]

Hi @SKWRennie I'm sorry to hear about this. I am sending you a PM to assist!