Return Declined

[Martins]

I'm so upset with Sephora, with the management team, and beauty advisors. I'm a vib account, usually I shop at Sephora when I do skin fits. I had a return of $ 20.00 exfoliate declined. I was so surprise and ask the manager why, she mention that was because of my returns and ask me to call TRE. I asked her to look through my account and check my returns, because I DONT DO RETURNS with no reason, and yes, she said that was weird that situation but I really need to call TRE (nothing that Sephora can do). Then I call customer service (SEPHORA) and ask about my account and they told me that I'm a really good customer that in ONE YEAR, I did 4 returns. FOUR RETURNS. I explain them my frustration because over 74 orders I did 4 returns. When they do a skin fit on you they test over 12 products all in once, so how you will know? My returns history of 2018: One exfoliate that was closed and I purchase 2 days before the skin fit, and then got another one more expensive (as the advisor recommend), and one powder that was broken when I get it. I called TRE and they said that they can't see my history of purchase, like what? Of course you can, don't lie to me, please. You guys block me and can't see? I asked to talk with a supervise that told me to open a dispute. So lets see: IN ONE YEAR, I return 4 PRODUCTS, ONE BROKEN AND ANOTHER ONE BACAUSE I FIND SOMETING THAT SUIT ME BETTER (the other exfoliate was closed), and then you get your return declined? How Sephora its treating the customers? Who can really help and talk to you and really go deep to your transactions history and check about that? I want a answer! No one can help or explain why 4 returns over one year deserves to be blocked/declined. And open a dispute over 4 returns? Really Sephora? Do you think that is fair to your customers? I hope you guys can treat us with respect and hear our complains and put some effort to resolve this. Do you imagine how I felt in the store over that situation? I don't think so.

[Sleepieheadx]

That is insane what happened to you! I got declined Of my return as well today. I bought a serum that broke and spilled inside the box and they wouldn’t let me return! So freaking crazy! I’ve always been able to return.  If Sephora changed their policy.  They should have associates notify customers upon purchasing items to update people! I spend thousands of dollars every year trying new products and being loyal customer for years now! This makes me so angry and disappointed! What makes them think that people can’t go somewhere else? What makes Sephora so special if they don’t set themself part with customers service? Forget it Sephora!!! Greedy multi millions company that makes money from selling other well known products...I rather go directly to the source since most companies offers free returns and money back guarantee...

can’t you just be happy making millions but no...you got to think of ways to make more money and more money from common people...super disappointed..

I bet $100 that their business would slow down and lose at least 5-10% of sales in the next few years.  

[ZakiyaBT]

Hi @Sleepieheadx,

I am sorry to hear this! I will send you a PM for further assistance.

.

Best,

Zakiya

[StephanieBT]

Hi @Martins, I'm very sorry to hear about your experience, and will be sure to forward your feedback regarding returns along to the appropriate contacts within our Retail Division.

I recommend contacting TRE at the number provided to you and asking for a copy of your RAR, so you can review it, and potentially dispute any errors in your return history. I hope this helps!

[Martins]

This is the problem! All that I hear it’s contact TRE. And I did. They put the blame on Sephora and Sephora but the blame on them. Dispute for 4 itens returned ? Really? Over one year? 4 items. Do you really think that is necessary ? What’s the limit to return over one or? 2 itens? If my returnes was over 20/30 transactions but 4? In Sephora’s mind, dispute 4 itens will make such a difference ? Where it’s the customer side or voice? All this for 4 returns. It’s not worth it shopping at sephora! 

[yuline]

If you’ve only done 4 returns in a year with receipt, that is really disturbing that TRE banned you from returns.  They will decline returns without receipt but if there’s a receipt within timeframe, this is disturbing.  It would confirm my suscipions that TRE can’t be relied on to be accurate.