Long Overdue Return Ban And Retail Equation Discussion

[GASarah]

Based on the increased number of posts from long time customers sharing their similar experiences of being blindsided with a year-long ban on all returns and exchanges, it appears to me that this Is becoming much more frequent issue. Which is only made worse by Sephora continued lack of transparency regarding almost every aspect of the changes and consequences experienced by your customers as a result of allowing the Retail Equation, a third-party to totally manage a substantial part of what has been the model for a Sephora retail shopping experience. 

With that in mind, I am writing with a simple request that a Sephora representative can provide clarity on what the actual new guidelines penalty structure and just a general overall description of what exactly I can do as a customer to make sure I’m never in a position where I feel ambushed with a year-long ban through no fault of my own. Personally I haven’t received any warnings or had any returns declined and would like to keep it that way, but in order to do so there’s got to be at least a basic understanding of how to prevent this...

Would one of the moderators please provide either provide the written guidelines or outline of what Sephora’s new return policy is or a link where customers can access that information?

I understand that customers may not be the only ones who have not been given all the facts but please do NOT reply if it’s only to provide the toll-free number for Retail Equation to call and ask them for clarification. But I am a customer of Sephora, I spend my money at Sephora, Sephora’s leadership made the decision to hire Retail Equation to manage the return & exchange system, so there is no reason that I should have any personal dealings with a third-party company brought in to manage this area of the company. 

Now I’m not talking about someone who has been banned calling to get a detailed report, Im referring to my attempts reaching out to customer service to get a grasp on what has now become Sephora‘s policy and quite frankly it’s infuriating to be told that The best resolution is to give me Retail Equation’s phone number  and hopefully they’d be able to provide some details. This scenario is what I experienced last night when I received my online order and 2 of the items were already open. Because of all the nightmarish situations that other customers shared on th community boards, I called to ask if I would be penalized By bringing these defective items to my local store to return as I would have in the past, to make sure that whatever type of monitoring is going on with my account wouldn’t flag them in the same way as items I’ve used and decided not to keep. I simply wanted to return defective items to a store without being penalized and possibly moving closer to this ambiguous return threshold no one really understands. This includes both customer service representative and manager I spoke to. When customers are literally having to call for fear they’ll be penalized and not be able to be refunded their money when they are sent defective items should not only be an embarrassment to Sephora, but evidence that something in this equation is broken.  

[yuline]

I am diverting as many purchases as possible to ULTA.  They traditionally did not have such a liberal return policy like Sephora but at least they were more transparent about their rules. If an item is also carried by Ulta I buy it there instead.  I think Ulta has a more personal touch to how they handle their customers anyway.  

[yuline]

@flamingolegs. It is customers like me that helped them to become a giant in the beauty business.  It was a heavily promoted culture of if you try it and don’t like you can return it.   In the decade I’ve been with Ulta no one promoted that culture and everyone had clear rules.  There has to be some ownership on both sides.

[flamingolegs]

I disagree. You bought items that you use and then want to return them to save a few bucks. How is that a loyal customer? You bought it, you own it, you keep it. Don’t expect Sephora to be your hedge fund.

[yuline]

@flamingolegs. Also it’s wrong of you to jump to conclusion that I would do something so shady to save money.  I work incredibly hard for my money and no matter how much you make, you should still save money when you can. 

[flamingolegs]

We all work hard for our money.  We also don't try to game the system.

As I said, returns cost all consumers money.

I'm happy Sephora has clamped down on the abuse.

[yuline]

@flamingolegs No I bought 2 to 3 of the same items. Kept the one I used and returned the extra brand new one. To my knowledge Sephora is one of the strictest with return policy these days.  Anyway I just dropped a decent load of $$$ on Ulta yesterday and I’m happy as a clam!  So impressed with Ulta’s curations.  So innovative and forward thinking.        

[flamingolegs]

No one care how much you purchased.  It's the ratio of purchase to returns.  And changing things to a different card is still processing a return and still costs Sephora money in transaction fees.  No one cares that you spend $6000 a year on products.  If you are even returning 10% of them you are costing the retailer money. 

[yuline]

@GASarah Every return is frowned upon and counts against you. They are not going to provide the answers and reassurances you want.  Even if they reassured you, I personally do not trust anymore what I’m being told.  Don’t expect any LENIENCY from them even though it is they who promoted this culture of if you try it and don’t like it, you can return it.

[flamingolegs]

I've been shopping Sephora for 13 years, have returned three items (all defective) and have no worries about not being able to make a return.  The day I start worrying is the day I know I'm returning too much.