Horrendous Store Credit Experience

[GemAsh]

Went into Sephora and wanted to exchange foundation I JUST bought a week/two weeks ago. Didn't have what I needed in store and was sold out online so I just asked for a refund and I'll check online in a few days if it's restocked. Couldn't find my receipt and asked that they look it up on my Beauty Insider card. Store associate claimed she couldn't find it listed. Then proceeds to tell me she can't give me a refund just store credit. I accept the store credit and then now I'm home trying to purchase my items and find no way to redeem the store credit at checkout. Now I've been on hold for OVER TEN MINUTES waiting for a response from customer service. Worst experience I've ever had with such a big company in regards to customer service. This is the worst policy ever. I'm requesting that they convert it to a e-gift card so I can use it online. We'll see what happens. If they don't attempt to remedy this I'm exclusively a Ulta girl from now on or using the brands website directly. 

[Anonymous]

Similar experience.  Made a return that showed on my Beauty Advisor and was given this ridiculous store credit that cannot be used online, nor was I made aware of that fact until I called tonight. Unfortunately, the item that I wanted could only be purchased online.  It is the last day for the 20% VIB and have already been on customer service for almost 40 minutes trying to resolve (third call already, as gift card customer service could not assist).

Never have I been more disappointed in a store's return policy, and have been shopping with Sephora for many years.  I have only been to Ulta once, but many of my friends and relatives rave about it and the store's large selection and return policies.  Going forward, I will plan on buying all makeup and skincare from Nordstrom, Dillards or Ulta.  I typically stay loyal to stores as demonstrated all of my life, but Sephora No More. Very, very disappointed.  Any purchase or return at Sephora should be recognized at any store or online - ultimately, revenues go into one bucket.

[nicoledenise]

what was the final verdict?

[LaurieBT]

Hi @GemAsh,

I'm so sorry to hear about this. Were our Beauty Advisors able to assist you over the telephone? If not, please send me a private message and I'll be happy to look into it for you.

- Laurie

[GemAsh]

I finally spoke to a customer service representative from corporate and she informed me she could do nothing for me and I should call the store directly. I called the store and spoke with a manager. I asked for a conversion to a e-gift card so I could finish my purchase online and she didn't help me either. She told me the only way she MIGHT be able to help me is if I come back into the store. Worst customer service I've experienced.