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Post in Customer Support
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Refund refused on a return of wrong item. Video your returns to protect yourself.

I ordered a skin fix face cream refill, received the wrong item, immediately returned it and Sephora is refusing a refund saying that the item was returned empty.  

 

I didn't even touch the item because it was clearly wrong and didn't think to take a photo of it because I was rushed getting ready for a vacation.  

 

Sephora isn't denying that the wrong item was mailed to me and then returned. They claim their distribution center said the wrong item was returned "empty."   Why would anyone return any item opened and empty and expect a refund.  This defies common sense.

 

I spent a long time on chat with a manager who backed up the distribution center's claim that the item was empty.  She said she could not override their determination and then refused to give me the name of her manager so I could report the issue at the distribution center.  She then cut me off the chat.

 

Advise anyone returning via mail to videotape themselves repackaging the item.

 

Re: Refund refused on a return of wrong item. Video your returns to protect yourself.

Hi @Nutsnbolts Sorry to hear about this. I'll send you a PM.

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