Is Sephora delaying processing online returns so they don't have to refund?

[kimber10]

I sent back two different order returns to Sephora on June 11 (tracking proves it was at the post office on that date). My 60 day return window ended June 26...so my returns were at the post office 16 days before my return window ended. One of my returns (the smaller of the two, of course!) was processed and refunded in time, no issues. The other return, sent in on the exact same day, wasn't processed for an additional WEEK, and therefore I missed my return window and was issued store credit only. Sephora is saying there is nothing they can do, I missed my window...really Sephora, this is how you treat you Rouge members who are spending over $1000 a year there? It seems pretty clear you are delaying processing your returns so you don't have to refund your customers. How can you not count the day I mailed my returns in as the return date? What's to say you don't purposely delay all of your returns so you don't have to refund your customers? 

[veggiegrrl]

OMG this is exactly what’s happening to me - only I have Canada Post tracking information that they received and signed for returned item on Feb 4th (well within 30 day window) but if I use the Sephora “track my return” says that they won’t receive until March 16th - a month and a half from now. I feel like they are trying to get out of paying full refund and instead give store credit. Even more annoying, I tried to return item to an actual store, and told me I had to return via mail because expensive item only offered online. Nowhere in their return policy does it say certain items can’t be returned to store. I’m keeping all the information in case have to file a better business bureau complaint. So disappointing, I have been a loyal VIB Rouge for years and never returned anything before now.☹️

[LaurieBT]

Hi @veggiegrrl,

I'm sorry for the trouble and I'm happy to check on this for you. I'll send you a private message shortly. Thank you! 

Best regards,

Laurie

[keelybt]

Hi @kimber10 If we receive it within 60 days, you should receive a refund. I'll be happy to look into this for you and send you a PM with more information. 

[kimber10]

Yes I agree! How do I receive your PM? 

[keelybt]

@kimber10 You can locate your PMs by clicking the bell in the right hand corner.