Fedex Returns and No Shipping Label

[JojoNguyen07]

I had issues returning items via FedEx to Sephora and thought it would be good to share.

I felt the whole return process and interaction with customer service via phone was less than satisfactory. 

I originally purchased an item from Sephora on my birthday since I needed some new products and had not shopped at Sephora in a while. Unfortunately, the product did not work out, and I needed to return it. 

I took my item to two approved FedEx return sites per Sephora in order for them to process my return.

None of them could process my return because they could not print the label. - This is the opposite of what the Sephora email said, stating that these sites can print these labels for me.

I also took it to a Sephora store, which stated they could not process my return since I purchased it online.

I spent 1.5 - 2 hours driving across town trying to process my return, and I was unable to complete the return.

I called up customer service for assistance regarding this, and how I could get my return. 

They stated I could go to another FedEx site as they could not reimburse me for an item that has not yet been returned. They also did not know why the original sites I went to could not process the return.

They looked up the returned sites near my area, in which the locations they suggested I have already visited.

They told me to call up FedEx instead to figure out where I could return it. 

Lastly, they looked up another location about 30 minutes away from me that they think can print and process my return. However, there was no way to confirm prior to me going there.

They basically wanted me to spend another 30 - 45 minutes in addition to the 1.5 - 2hours I spent to return an $18 item before they will process my return.

The amount of time and gas I spent trying to process this return was definitely equal to $18 if not more.

When asked how they could compensate me for my time and fuel, they stated they could give me some points.

I asked for credit instead, and they said no.

Overall, I felt, customer service still did not seem to address my return appropriately. They are asking me to go to another location to return my item. However, it is unclear if this location can process the return either.

They have a failed returned process in this area in which I had to spend unnecessary time and money to try and complete, and they are not making it customer-friendly or compensating appropriately. 

[keelybt]

@JojoNguyen07 I'm sorry to hear about your experience. I will send you a PM for more information.