Restriction on Account Because of Too many returns!

[NinaR78]

I just got a broken ABH Norvina 4 palette in the mail and called to exchange it and was told that I have to exchange it in store (during a pandemic no less) because there is a restriction on my account for too many return. Also, the palette is not available within 50 miles of my location so how do I do that? I only have 2 return in the last 6 months and they were for a La Mer foundation bottle during the 20% off sale that I ordered as a gift for a friend and the pump leaked on both the original shipment and the replacement so obviously both were returned.  Before that I had 8 exchanges (not returns) out of 40 orders all due to eyeshadow palettes arriving broken due to lack of proper packaging.  Only one small sheet of brown paper were added to the boxes.  I shipped back every single palette in the exchange so they could verify they were indeed sent damaged.  When I asked the customer service representative how long is this restriction in place because it will obviously affect my shopping habits, she hung up on me, I wasn't rude at all and didn't raise my voice. I just asked how was it my fault that the Sephora warehouse is not packaging things properly and sending me damaged items?  I have spent many thousands of dollars at Sephora in the previous years, been rouge since the inception of the program.  I hope this restriction was worth loosing a loyal customer.  Everything I order here can be ordered from the brand directly and most likely at a discount.      

[keelybt]

@NinaR78 I'm sorry to hear about your experience. I will look into this for you and send you a PM. 

[NinaR78]

@keelybt 

Hi, I sent you a PM.  Can you please let me know how long this restriction is going to be in place?  Is it temporary or permanent? When I called they said it is permanent. Is that true?  If you look at my order History. I actually only had 1 return (the La Mer foundation that leaked) in the past 12 months.  The other 8 orders (out of almost 50) were exchanges (not returns) for eyeshadow  palettes that arrived broken.  I return to store or shipped back every single one so Sephora could verify that they were indeed damaged and a legitimate exchange. How is it that I am being permanently punished because your warehouse isn't packaging things properly?