Horrendous Customer Service

[thestarvingzebra]

So I received an order today (a mini perfume set) and one of the perfumes had obviously been ripped out of the package, emptied, and left in the box. I could smell the perfume that had soaked into the box before I opened the bag. 

I immediately reached out to customer service and they not only refused to refund or replace the order, they also told me that my rewards points wouldn’t be refunded (for the second time; the first being when I received a defective hair dryer). What, exactly, is the benefit of being a Rouge? Seriously, I see no benefit other than the very occasional 20% off, which Ulta does pretty often comparatively. So I basically donated funds to Sephora. 

Aside from their atrocious new points system, has anyone else had a similar experience with Sephora? Their policies, customer service, and value are trash now. Ulta, on the other hand, is quick to refund or replace anything that isn’t packaged correctly, missing, or defective without much trouble and they rewards program is incredible. 

At this point, I’m ready to return all of my purchases from the last sixty days and take my business elsewhere. 

[DaneeBT]

@thestarvingzebra I'm sorry to hear about this. It looks like your private messages are currently turned off. You can adjust your preferences in your settings on a browser, not the app. Please send me a private message with your order number and name of the fragrance set and empty fragrance or you may contact us via phone at 1-877-737-4672 or via our live chat for assistance.