Return Policy is Horrible

[PinkJay41]

Ok I'm a rouge Sephora member and made several purchases during the last Rouge Sale in November 2021.  Many of the items came to me much later than I actually ordered online.  Then we had the Thanksgiving break, COVID restrictions returned and I went to one of the stores to make some returns, all to find out that because I was outside of the 30 days from purchasing I could not get my money back on items that weren't even opened and in re-salable conditions.  How could this be when a lot of these items were received near the Thanksgiving break and it's just December 15th?  Sephora counts your 30 day return period when you placed your order online and not when you receive your order!!!  As many of us know, when there is a rouge sale it takes a while to receive the items, and people are ordering more for the holidays.  How can I receive items Thanksgiving week and not be able to return for a full refund on December 15th?  So Sephora is now punishing the customer for sending out the items much later than the order date, and the delay in the delivery system they choose to ship.  This policy is so unfair, because you can still resell the items because they were unopened but only willing to give me a gift card in exchange.  Oh by the way, in between that time, my sister in law and brother died in between that time.  Give your store managers more authority to make the right decisions when it comes to your customers.  I was suppose to get a call from a manager today and it never came.  I'm done ordering from here and will stick to the brand websites or Nordstroms.  Do better Sephora with your return policy and stop punishing the customer for your delay and sending items. 

[Girliejr]

I agree and I will also be taking my business to Nordstrom.  If something is unused and sellable, it should not be confined to a 30 or 60 day policy.  This is all because Sephora took back empty bottles from abusers for so long and now we are paying the price even though we are their loyal Rouge customers!  I should say we WERE their loyal Rouge customers.  

[dpryor123]

You are correct!  You are actually being punished for ordering online.  I wonder what they would do if it took more than 29 days to deliver your item?  Would you then have only one day to return?

[PinkJay41]

And then, when you receive the Sephora credit, you cannot use it online even though you purchased the original items online, which caused you to receive the store credit.  Sephora is fraudulent!  Then they try to give you Sephora points; NO, no need for the points when I am not shopping at Sephora again.  Ulta and Nordstroms will get my business.

[SBSun]

I completely agree. I got the wrong color in an item and I attempted to get it fixed. Nope! It was ordered 61 days ago online and I couldn’t exchange, return, or get credit. It was their mistake for sending the wrong item and there was just nothing they were willing to do. I won’t shop there any more, and am moving all business to Ulta.

[DaneeBT]

Hi @SBSun,

Sorry to hear that! I'm sending you a PM.

Always,
Danee