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Post in Customer Support

In Store Return Declined

I am a VIB ROUGE and been a customer since 2007. I spend thousands of dollars. at Sephora every year. I purchase things for my self and used to purchase items for my employees at my business. Over the past week, I spent over $1500 dollars during the 2023 SPRING SALE with a total of around 30 items. I went back to the store to return 5 items from the purchase and to spend an additional $500 on a few items that were out of stock in during my first and second purchase in store. I received a receipt that declined my return/exchange. I called customer service received my returns report and the amount of returns vs the amount of money I spend at Sephora far exceed the return amount. 


There are brand ambassadors at some of the Sephora Store especially the one at SOUTH COAST PLAZA, CA. When I ask these ambassadors thinking they strictly work for Sephora (which I know they do not now) I asked the to show me where a product is and they persuade you to purchase their brand and let you know you can return the item no problem if it doesn't work out. I also 2 item that are completely defective. One item being a skincare serum that is crusty in the box.  


I understand the company policy, but Sephora never gave me a warning till yesterday and I am stuck with 5 items that I am not satisfied with and 2 out of the 5 are defective. I do not feel like a VIB ROUGE and there is no incentive to being a ROUGE member. I have never abused the return policy and returned items or exchanged items that did not work out or were defective. 


Could someone advise me if it's better to dispute with my credit card company? 

Re: In Store Return Declined

I just returned 4 items as VIB rouge. I probably make a return once every 2 years. I am skeptical of people who are banned but claim to never abuse the policy. Probably unintentional abuse, you have your info of returns vs purchases for the year, but for privacy reasons you don't post here, understandable, but full skepticism without that info.

Re: In Store Return Declined

I am having the same issue! And I did an online pick up order after realizing I can’t use their merchandise card online. I figured since I have to go into the store anyways, Sephora can just return and I’ll buy back the product with their merchandise card!

The employees at Sephora South Coast have always encouraged to try their products out first and can return if it doesn’t work out! 

Sephora is making me feel like I’m doing something illegal and I’m saddened to part ways. 

Re: In Store Return Declined

Hi @twiiigy I'm sorry to hear the item that you purchased didn't work out for you and that you were unable to return it! I understand this is disappointing and I will share your feedback with the appropriate teams. If you would like to obtain your Returns Report to review your return activity, please have your Reference ID ready and chat us at or call us at 833-899-2965. Thank you.

Re: In Store Return Declined

I was also banned from returns as VIB Rouge. I opened a complaint on BBB and when Sephora responded I was told I couldn’t return in store for 365 but I could still return items online. It took me 3 months to find that out from them. I no longer shop here unless it’s something I can’t get at Ulta, Nordstrom or Bloomingdales. Buying straight from the brand is costly when you have to pay for shipping. Sephoras customer service is terrible and as a brand they are losing valuable customers. Ulta and other places have far superior rewards systems. I’m sorry this happened to you.

Re: In Store Return Declined

Hi @hellogoodbye,


I'm sorry to hear this and thank you for taking the time to share this feedback with us about your experience. I'll take a look in more detail and I'll send you a message shortly.




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