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Dyson air wrap came opened and used

I ordered the Dyson Airwrap ( finally after many years of it being sold out at the start of the rouge sale) and it came to me opened and partially used. I called customer service to ask for an exchange because I do want the item but not want to have spent 700$+ on a used / open box item. Was told all they could do is do a return slip for me and cannot do an exchange or even order it to the in store pickup. The only other option is wait until the store has the item and go in for an exchange however at that point I would have to pay the price difference (meaning I would lose out of the 20 percent Rouge discount).
This is so frustrating. 
it should be Sephora responsibility that :

1. No opened/ used items should be shipped out 

2. An exchange should be allowed since the item came opened/used 

3. the shipping/ distribution centre should not have shipped this item. 
absolutely abysmal customer service and lack of responsibility on Sephora as a company. Whether it’s an expensive or not item - the company should provide resolution and back up their loyal customer base. I have been a rouge for over ten years and it’s truly the first time I felt uncomfortable, swindled and undermined by the company. I am so disappointed. 

Re: Dyson air wrap came opened and used

Hi @jumpstart,

 

I'm so sorry to hear this! I'll send you a message shortly.

 

Best,

Laurie

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