Outraged by Refund Denial and Unacceptable Customer Service

[JessMomo]

Sephora Customer Service,

I am writing to express my deep frustration and disappointment with how my recent return was handled. I mailed back a gently used item—used only once—yet was denied a refund because the bottle was allegedly received empty. When I called to clarify, the representative was dismissive and implied I was being dishonest, refusing to offer any help or escalate the matter. This was incredibly insulting and unacceptable.

As a VIB Rouge member and loyal customer for years, I expect to be treated with respect. I did not return an empty bottle—there must have been a leak during shipping, likely worsened by the heat, and the product may have evaporated. Instead of listening, your team jumped to conclusions and treated me as if I were trying to cheat the system.

This experience is absurd, upsetting, and completely unworthy of a brand that claims to value customer loyalty. I demand that this situation be re-evaluated and that I receive the refund or, at the very least, store credit.

I hope to see this resolved promptly.

Sincerely, Jessie

[keelybt]

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