Genuinely surprised by exchange cost

[megfowler]

Hello,

I bought a Dior Lip Maximizer during the big sale, and when I tried it (Pure Gold), I found the feel/look of the product to be granular vs. shimmery (I've owned several shades, favorites are Holo Pink + the regular Pink) and uncomfortable to wear... not sure if something was wrong with the tube, but I didn't enjoy the experience. I've been a Sephora customer for years and years, and while I've very infrequently made returns or exchanges, I trusted the process and headed in for an exchange.

I brought in the product, used once, and asked to exchange it for another color of the same product. The sales associate said, "No problem!" and then proceeded to charge me the difference between the sale price and the regular price. While I would understand not refunding me any more than the sale price, doing a one-to-one product exchange of the same product in a different shade with the upcharge felt like a deficient customer service experience. I'm not going to live or die by $8, but neither is Sephora.

I would think twice about trying anything in a new shade, given this policy.

[keelybt]

@megfowler We appreciate this feedback and I will share it with the appropriate department.