In Store Experience

[JMT59]

I have been a very loyal Sephora client for years. I love all things Sephora. I generally use the online shopping service as I just love looking at everything. 

I recently bought a foundation #rare in store, that I love the feel of the product. However, when I got home and put on the foundation the colour was awful on me. I retired 1 year ago so I don't wear makeup often but as a treat I purchased this product that my daughter raved about.

I remembered the nice client service agent taking her time with me and helping me.  I remembered her indicating that if I was not satisfied come back and we can exchange. 

So, I went back today to exchange. Another client service agent helped me and I got the match I was looking for. I went to do the exchange at the register and advised the young woman that I do apologize for not having my receipt. So she went into my long standing account, and scrolled and scrolled and scrolled to find the Rare foundation I purchased. She looked at me and said sorry you are just over the 60 day policy exchange. I was like oh my, how many days over?  Her response was just over!  I was a bit taken back with her dismissive attitude. I said well I cannot purchase the new one she said okay, then looked past me and said next.......

I was so rattled tbh. I totally understand a 60 day return policy but I honestly had no idea it had been 60 days.  But to be dismissed so quickly and a blank stare from the girl behind the counter was so upsetting to me.   I left the store to join my daughter and grandson and explained the situation to her and she said let me go back and I will get results. I said you shouldn't have to get assertive to get results. I will say though, I won't be going back and I will find a new store that appreciates my loyalty. I have never returned anything ever. But this experience was just so cold to me. 

just wanted you aware that sometimes you need to make a good judgement call. You saw my purchases, you clearly saw me as a mature person or wait did you really ever see me!  

[LaurieBT]

Hi @JMT59,

Thank you for sharing feedback with us about your recent store experience. Our stores are happy to assist with returns or exchanges within our return policy. Items can be returned for a refund within 30 days, or for store credit or an exchange within 31-60 days. Regretfully, purchases made outside the 60-day time frame are not eligible for return or exchange. I'm so sorry for the disappointment this may cause as well as your experience, and I'll share this feedback for continued improvements in our service. To view our return policy please visit: https://www.sephora.com/beauty/returns-exchanges

Best regards,

Laurie