I recieved a USED PRODUCT from Sephora IN THE MAIL

[Anonymous]

I just recieced a USED PRODUCT!!! I ordered the enzo face peel, a two items kit for $100, I open it and sure enough as soon as I saw the makeup smeared all over the directions and on the inside of the cap (there is a cap and a protective white piece of plastic that covers the opening) the white cover has fingerprints and makeup all over it, someone dug into this already and the mail package was sealed from UPS, SO CLEARLYNTHIS CAME FROM SEPHORA USED!!! It this is unhygenic and dangerous!!! I have pictures galor, it even looks like it sat on someones counter and got wet as there are water stains on the box!!! This is so Disgusting sephora! This is also a legal liability!

[TaTaNC]

Sephora’s customer service is terrible!! I ordered the Shark hair styler and never received the package and they are not willing to help. I am devastated. They are being very rude about it and don’t know what to do. I have ordered close to $30,000 with them in the last several years but they don’t care. I’m going to shop Ulta only from now on especially now that certain high end products are being sold there that I love.

[keelybt]

@jcantu77 Oh no! I will send you a PM to help. 

[KaityD91]

I received an order to day as well. my clinique foundation was clearly used. box was opened. no seal, makeup itself no seal on it and partially empty already. 

[Anonymous]

What was the ending results? 

[Rhase]

Hello, I know this happened to you a while ago but I just had the exact same thing happen with Oribe products; the shampoo, conditioner AND moisturizing cream were all opened. The conditioner was leaking everywhere from not even being re-shut tightly enough. The protective seals were gone, and I cannot imagine for a moment that a luxury brand like Oribe wouldn't have seals on their capped products. It was a $400 order! God knows how long it was opened for; products have a ticking shelf life clock on them the moment they're opened. For all I know it would have expired in a month. Fortunately, they allowed me to return it, and I will be buying the actual products directly from Oribe now.

I used to trust Sephora, but after this I'm not even certain they ship genuine products; better to get it directly from the maker.

[pamelafaith]

I just ordered the Huda Beauty Sapphire OBSESSIONS palette, and when I got it, it looks like someone already took swatches out of most of the glitter shades! Absolutely disgusting.

I did call customer service and they are exchanging it, but the fact that this even happened is gross. 

[BlueNovember]

My order was also used! I order a Huda Beauty power bullet matte lipstick and I’m so grossed out by it. The package was not only opened but it was also swatched and broken! There’s lipstick marks all over the outside of the packaging. It’s so upsetting that Sephora let this happen 

[LaurieBT]

Hi @BlueNovember,

I am very sorry to hear this and I will send you a message shortly.

Best regards,

Laurie

[peearll]

I purchased a BIOSSANCE’s squalane + probiotic gel moisturizer from a store and realized that it was half used when I got home. There are also finger prints smudged all over the plastic protector and product all over the rim. How unprofessional and disgusting! I contacted customer service and they were really helpless and not understanding in this situation. All they could do is to tell me to go back to the store for an exchange. I don’t live close to the store either. Kudos to you that they can send you a new product. As for me, terrible customer experience! 

[Indy701]

@Anonymous That’s disgusting. I’d call customer service. I live too far from a store to easily exchange. When I got a damaged product I called and they sent me a new one.   Hopefully that doesn’t happen again.

[darlyndar]

Relax and exchange it.

[Anonymous]

Clearly you are not aware that serious diseases can be spread by things like microdermabrasion, or that it is against the law and strictly illegal by the FDA, ignorance must be blissful. That attitude, was surely not what this country was built in on to establish laws by the FDA (and USDA) to protects American citizens from greedy antics of reselling used products, putting health at risk for unsuspecting customers (and children in some cases) just to turn a profit, the "relax and just return it" attitude clearly comes from a lack of knowledge and a fundamental lack of concern for the repercussions of 'saying and doing nothing' will have on others who this happens too in the future. The fact that someone would take the effort and initiative write above "just relax and return it" is pathetic, but certainly not something you would say if they didn't sterilize tools before doing a manicure. Its attempting to silence and suppress the rightful stance against an illegal dangerous act. You not aware of the serious diseases that can spread by things like microdermabrasion, is just a testament to ignorance, not a testament to an unwarranted reaction of how disgusting receiving a used product by mail is. Reselling used cosmetics that are designed to remove the top layer of skin is an illegal dangerous act. But ya know what they say "If you don't see the problem, your probably part of it". Lets not suppress each others voices when we are standing up for whats right ladies, ever. Thats American, thats being a women.

[IttyxBittyxMe]

You don't think for ONE moment that you're being a little overbearing in this response? You have more then enough reason to be upset with Sephora and the need to educate one another in the makeup world is vital, as there's a lot of misinformation about but if we want people to listen it's all about how it's presented. I completely and totally understand the need for proper sanitation practices and ensuring items received are unused. I'm a makeup artist, ensuring that my kit and everything in it is clean to ensure the health of my clients is my business BUT it is as simple as returning the item if I ever get something defective. I understand wanting to speak out on this issue, but hiccups happen even with large companies. Her asking you to relax isn't surprising your voice, no where near it. If she tried to tell you it wasn't an issue, to just use the product anyway, or that it is nothing serious, then yeah, that is suppressing your voice - but that's not the case here. 

[babybambi1011]

I agree with makeupmaveric I ended up at this post because I was sent an item that seems to have been used or at least opened by someone before being shipped to me. Makeup is all over the cap of the skincare bottle. When someone’s health is at risk (which we should assume it is since we have no idea who used it etc) they have every right to be upset. Not to mention the inconvenience. I have a store nearby but I feel like I return a decent bit (not a lot but it seems like a lot since I shop more online and so they don’t see all the stuff I bought just the few items I’m returning) and so I really don’t want to exchange this. But I have free 3 day shipping and it took a full week to receive the items so idk if I want to deal with shipping it back etc. So I am gonna have to go in. This isn’t the first time I’ve received product that very much looked used. I’ve started checking items in the boxes in the store before checking out because of how many times I’ve gotten home to obviously messed with product. As to whether it was returned or somebody messed with it while shopping I have no idea. But obviously if something is shipped from the warehouse I would assume that that is fresh product but considering how used it looks that doesn’t seem to be the case. 

[ninjabreadgirl]

That's also how I ended up here. I'm so upset that my products were opened that I want to cry 😞

I am RIGHT WITH the other woman who is upset and talking about how unethical and dangerous and just plain disgusting it is to receive products that have been opened already

[RebeccaBT]

Hi @ninjabreadgirl,

I have sent you a PM to further assist you. Thank you for your patience. 

Best,

Rebecca

[LaurieBT]

Hi @babybambi1011,

I'm sorry to hear that your item arrived in this condition! I will take a look further and will send you a private message to help shortly.

Warm regards,

Laurie

[Anonymous]

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[Anonymous]

Not only was it used, it looks like seohora did a bad job trying to wipe off makeuo fromthe product but it was stained anyways! Sephora i am so disgusted with you!