Defective item, complicated situation, needs solution

[Anonymous]

Not sure if my situation is common or if anyone experienced the same situation I had.

This is by far the worst experience I have encountered with Sephora service. I am an insider and in love (used to) with the store/company. Now I have to reconsider that because of your customer service/policy.
I paid full price (no promo) for a 100ml bottle of Marc Jacobs - Decadence for a friend and shipped oversea. Of course I did not open it up to check. First it is not my property, second I trusted products sold by Sephora since I did not encounter any defective product, until now. The product looked brand new, in box with seal wrap. Guess what, my friend received a HALF EMPTY bottle when she opened the sealed box.

I called both the online and store (where I purchased the product) customer services. One cannot help since I purchased in-store, which is understandable.

The in-store service was not any better. I don't blame the person who helped me since it's the company policy. Even if she feels bad for me, what else can she do?!

The only solution I was given is have the product shipped back and do an exchange in-store.

Well, let me be clear, my money did not grow on trees to be picked and throw out the window like that. I did not spend $122 + tax in exchange for less than half value product, which is your fault to begin with for selling defective product. Now you are asking me to ship a worthless product back, which costs about half of the original price. Then I have to pay about the same for another shipping oversea. In total that would be double the price I suppose to pay for 1 product. And, I have not counted the time and effort that both my friend and I have to go through for the process.
I am completely out of words to describe how disappointed I am and how pathetic I feel about your system.

Personally, I spoke to who helped me several solutions that might help my situation. Yet, complete denial like I have no other choice. At least think before you deny your customer the service they need and deserve for your fault.

Please contact me if there is a possible solution for my situation. And please do not reply with what I already heard from your employees.

Regards

[keelybt]

Hi @Anonymous I'm so sorry to hear about your experience! I will send you a message for more information.