No Customer Loyalty

[seralynn]

How many other people have had the experience of feeling like you're hitting a brick wall with Sephora's customer service team? It just seems like you can get better customer service from places that are a lot cheaper that do not sell higher end products like Sephora. And I'm not even demanding anything on the basis of how much I spend here -- although that does make it a bit more insulting when they do petty things like this -- any customer in my opinion should have had my request granted.

I had purchased the DM multi-use eye, cheek, & lip pigment in jewelz. I used it twice (with only a primer both times -- I was going to try it with a nude base the next time because I felt like it didn't show up very well alone), and each time when I was finished, I screwed the top back on and put it back in my makeup bag. My makeup bag never leaves the house, so it's safe to say it was sealed up airtight in a cool, dark, dry place.

However, I go to use it a third time and gently squeeze as I did the first two times. I feel a slight bit of resistance and as I release the pressure on the tube in order to look and see if something is blocking the hole, it suddenly squirts out everywhere...All over my clothes, hair, arm, desk, monitor, keyboard, and chair. I actually am still finding random glitter in unexpected locations a month after this happened. I figure as long as it was stored under appropriate conditions (it was) and I didn't handle it ridiculously (i.e., squeezing super tight), if something like that happens, it means the packaging was likely faulty. 

So anyways, I sent it back with return reason: "other" and summarized what happened above within the character limits. Then I receive an email that it has been denied because it was "more than gently used." I thought maybe they just looked at the bottle and didn't really read the message on my return, so I contacted customer service to explain. I was basically told that there was nothing they could do because the determination was automatically generated in the system, whatever that means.

I had purchased it during the 20% off sale, so it was about $16. I asked if instead of a refund they could do a replacement or maybe store credit, or really anything at this point. I was told nope, nothing they can do. It just seems absurd to me with how many products I purchase and how much I spend here that they would try to lay down the law on $16. Also, I've returned maybe 2 other items total ever since I joined the website as a beauty insider. I have zero reason to return an eyeshadow that I actually like. I was planning to repurchase and figured normally when you send something back that has faulty packaging, the company wants you to send it back so they can investigate it. 

But nope....they just presumably threw away the product, denied the return, and that was that. I get better customer service from the local independent grocery store than I do Sephora. I think they are taking advantage of their customers since it's pretty much just them and Ulta in terms of major retailers that specialize only in beauty. At least, that I know of....Does anyone have suggestions of places to shop other than Sephora or Ulta?

[prezblaze]

They have terrible customer service. I have been unable to order online since May and they still have not resolved it. Other brands have much better customer service and perks. Sephora is losing its appeal. 

[keelybt]

@seralynn I'm sorry to hear about this experience! I will send you a PM. 

[seralynn]

Thank you so much for resolving the issue; I appreciate it :)!