Do you normally not combine returns for store credit? What terrible business model!!

[Melanyramos]

I’ve worked in retail for years and usually when there are returns that are being exchanged for store credit you combine the returns and subtract that from the exchange total and the customer either pays thedifference or is refunded the remaining amount. Or if it’s with separate payments then separate transactions to do the exchanges would also work. Well that didn’t happen yesterday when I went to my closest Sephora (a combined three hour drive from where I live) and had all ofmy items planned out for the Vib 15% off sale which was the last day. So I go to the check out and already I can tell the sales cashiers are ready to leave as one says to my cashier “ oh youre ready to go aren’t you” and my cashier says “yeah I am” and I felt obviously rushed so when the girl flat out says she HAS to put more than half my return back on my card (a purchase I made 7 days ago at the SAME Sephora location) and because I had one return from an online purchase, she could only give me exchange credit for that one(it was the lowest return amount) I didn’t ask many questions. I hesitated and didn’t put my card into the chip machine as I was going to ask her why she couldn’t just give me store credit for the whole return or do separate transactions but the receipt printed out and somehow without me inserting my debit card it was supposedly returned to my card. So she literally gave me no time to demand a full exchange orat least to do separate transactions, before I could protest my card had already been refunded. Well the 25$ credit I did receive for my online purchase was about 50$ short of what I was expecting and ended up paying way more than I had initially expected/planned out of pocket to the point I had to return a bunch of other items I would have been able to exchange for otherwise and spent more with you guys! In my experience working in customer service, I don’t think that business model is what Sephora and LVMH had in mind when they want customers to keep on coming back and shopping at Sephora. I’ve contacted both headquarters customer service department and you offered me 75+ points, thank you I appreciate the gesture. But honestly would have been way happier if my exchanges had been returned the way I expected and had been able to use my 15% vib to get the items I had planned on getting for months. It’s such an inconvenience as I’m now still waiting on my refund to credit my bank and make the purchases I actually need on your website since I don’t feel the need to return tostore number 10281 St. John’s Town Center Midtown Prkwy, Jacksonville Fl 32246. Employee number 65806.

[RaquelBT]

Hi @Melanyramos,

All of our store returns are at our store's discretion and I appreciate you taking the time to provide us this feedback. I'll be sending all the information you've provided to our Retail Division for future improvements. Please feel free to send me a private message if you need assistance with anything. Thank you.

Best Regards,

❤️ Raquel 

[Melanyramos]

Okay great thank you for the response! And I will just have to let other Sephora shoppers know that they need to be vigilant about their returns because customers can’t count on the Beauty Advisors to correctly separate and process exchanges/returns. And that Sephora doesn’t have a standard return policy for ALL stores. I wouldn’t think it would be that hard to have the same standards for return processing in all locations seeing how only every other retail businesses can do so. Sephora shoppers, you spend thousands of dollars here so please be your own advocate and don’t leave the store if your unhappy with how your exchanges were handled as that was my mistake!!

[Anonymous]

yep, happened to me.I bought a kat von d palette online, and i didn't like it, but bc i bought online of course i didn't have a receipt. Only thing is i wanted my money back or on my card the same way i spent it. they tell me i have to drive 30 minutes away to a "sephora store" to do that or they can give me store credit! So, i took the credit, thing is i have a 48.00 palette that i don't like and now there saying ohhh because you don't have the receipt we can't give you your money back again store credit which again, i paid cash! i don't understand why they cant pull up the transactions of the day i purchased and do it that way! it's sad you have to be sooo careful and i don't keep all receipts because i don't want my bf to know. soo it really makes me wounder if i should just shop at ulta??

[LaurieBT]

Hi @Anonymous ,

Thank you for your feedback! For Sephora US, online orders can be returned by mail or in-store for a refund to your original payment method within 60 days. However, if you purchased from Sephora.com with your PayPal account, our free standing Sephora store can offer a gift card, store credit or an exchange. We regret that our Sephora stores are unable to process a refund to your PayPal account. 

Also, if you're returning an item purchased from sephora.com to a Sephora store, then your order summary would serve as your proof of purchase. The store should also be able to locate the purchase with your Beauty Insider account information.

Please check out our full Sephora US return policy here: https://www.sephora.com/beauty/returns-exchanges

If you have any questions about your return or need assistance, please feel free to send me a private message with details and I'll be happy to take a look further. 🙂

Best,

Laurie