Issue with Wrong Item Sent and Refund Denied

[Luluhello]

I recently purchased the Make Up For Ever foundation from Sephora's website. However, when I received my order, I realized they had sent me the wrong shade. I initiated a return and selected "received wrong item" as the reason while generating the return shipping label.After sending the item back, I received an email from Sephora's warehouse stating they couldn’t process a refund because the item didn’t match what I had purchased. Of course, it didn’t match—because they sent me the wrong product in the first place!

I contacted Sephora via online chat, and even spoke to a supervisor, but was told that they couldn’t process my refund due to a system denial related to handling similar situations in the past. Now, Sephora has my returned item, and I have not received a refund for the over $50 I spent. This situation is incredibly frustrating and unfair. 

[DaneeBT]

@Luluhello Sorry to hear about this. It looks like your private messages are currently turned off. Please send me a private message with your order number and name of the exact item you received or you may contact us via phone at 1-877-737-4672 or via our live chat once more. Thank you!

[Luluhello]

My order number is  , I received the make up forever HD skin undetectable longwear foundation in shade 2Y32

[Luluhello]

My order number is .I received the make up forever HD skin undetectable longwear foundation in shade 2Y32

[keelybt]

@Luluhello We don't recommend sharing your order number publicly. You can adjust your account settings (the gear icon) on a desktop or mobile web browser to allow private messages.
 

[Luluhello]

I already adjusted my settings about the private message. I am not sure whether this message is private or not.

My order number is  

 

.I received the make up forever HD skin undetectable longwear foundation in shade 2Y32

[DaneeBT]

@Luluhello I sent you a private message. To check your PMs and respond, please click on the bell/envelope icon in the top right corner of BIC, then select my message. Thanks!

[DaneeBT]

@Luluhello after adjusting your settings, please send me a private message with the requested information so I can further assist. Thanks!