Extremely Disappointed with Sephora's Customer Service at Baybrook Mall

[Nurseingrid90]

If I could give Sephora inside Baybrook Mall 0 stars, I would. As a loyal customer for many years, I expected better from them, but my recent experience left me extremely disappointed. I rarely have to return items, but unfortunately, the powder foundation I purchased was completely off in terms of shade. Naturally, I wanted to exchange it for a better match and even had plans to buy more products during my visit. However, I was met with a blunt refusal to process the return.

Being a nursing student, a working mother and wife, my schedule is packed, leaving little time for anything outside of my responsibilities. This is the second time I've faced this issue, as the first time I was mismatched and ended up purchasing an Estee Lauder liquid foundation that was too dark for my skin. Living in Galveston, it's quite an inconvenience to drive all the way to Webster, especially with my busy schedule.

I set the foundation aside, disappointed that I couldn't use it, with the intention of returning it for a shade that would match my undertones. However, I forgot about it until my daughter mentioned wanting some makeup. It was then that I realized I needed to return the item. I took my daughter to the store and purchased more items for her. To my dismay, the manager flatly told me that nothing could be done and I wouldn't receive any credit for the foundation. They didn't care about my situation at all, nor did they take into account that I don't take advantage of the system, despite the stereotypes ingrained in society.

Without arguing, I asked to be matched again, even though I had just been told that my $50 would go straight to the trash. Once again, I received a mismatched shade that made me look as if I had plastered flour on my face. With my busy coursework in my last semester of nursing school, I hadn’t had time to return to the store.

Today, I went in to return the mismatched foundation and get matched again, only to be told that I was out of luck and they couldn't do anything about it. They showed no concern for my situation. At this point, I am not just displeased, but livid. That’s $100 dollars that Sephora has caused me to waste because I wasn’t taken seriously enough to be given the time to be properly matched and not have to go through the inconvenience of returning the foundation to begin with.

In light of this unfortunate experience, I have made the difficult decision to cancel my credit card with Sephora and redirect my beauty services and expenditures towards Ulta. I believe it is crucial to be appreciated as a loyal customer and receive the level of service I deserve.

While I understand that every business can have off days, I hope this review serves as constructive feedback for Sephora to improve their customer service at the Baybrook Mall location. It is my sincere hope that Sephora takes this feedback seriously and addresses the concerns of their loyal customers.

Although I had a negative experience at this particular Sephora location, I encourage others to explore different Sephora stores or consider Ulta, another reputable beauty retailer with a wide selection of products. Ultimately, it is essential to find a store that values its customers and provides a positive shopping experience

[Tinkgrrrbell]

This is absolutely YOUR fault for not following the very clear return policy. Your failure to return products on time is not the fault of the employee. Their system literally will not process a return after a certain amount of days, and the employee has ZERO control over it. Shame on you. I refuse to work in customer service because of people like you.

[LaurieBT]

Hi @Nurseingrid90,

I'm sorry for any disappointment caused with the return policy and appreciate you sharing this feedback with us! It's our goal to ensure clients are satisfied with their purchases. If there are any issues with your items, you can return them in-store within 30 days for a refund, or within 31-60 days for an exchange or a store credit. Regretfully, items outside the 60-day time frame would not be eligible for return/exchange and I sincerely apologize for the trouble. To view our full return policy please visit: https://www.sephora.com/beauty/returns-exchanges 

I'll share your feedback with our teams and appreciate you reaching out to us about this. 

Warm regards,

Laurie