Returns/Refund

[SharilynJade]

I bought a product for $38 a few months ago which I only used 2 times and it broke me out so I wanted to return it. It was outside the 60 days but from what I understood from the return policy I could return it for store credit. I went to the Sephora return website and typed in the order number and it let me print out a return label. Its now been like 3 weeks since the package was delivered to Sephora and I've yet to receive any store credit or notifications. I emailed customer support who took 3 days to get back to me only to say, too bad it's been more than 90 days and I can't help you and I can't send your product back to you. This is extremely irritating -look, I understand they have a policy and yes I didn't see the part that said 61-90 days only for store credit - the policy I read said anything returned after 60 days will receive store credit. My biggest issue with this is the fact that 1: the return label generator has you type in the order number - why didn't something say "it's been 91 or more days since this order was placed and you will not receive any refund or credit for this return"? not only would this have saved me time and frustration and wasting money but it also cost Sephora the shipping for said return which they can't resell because it's been used. and 2: The package was delivered weeks ago, why didn't I get a notification when it was processed explaining this either? it's put on me to reach out and wait for an update and to be told they can't help me? I'm sorry if this turned into a rant but I'm extremely irritated with Sephora at this point and I won't be placing anymore orders online or shopping in the stores. This is the last straw. 99% of times I've contacted customer service I've been met with attitude and no one cares and I'm over it. It's too bad we don't get surveys for customer service - I bet they'd care then.

[JamilaBT]

Hi @SharilynJade. So sorry about this. It takes up to two weeks to process returns and credit your account or to issue an online store credit. Return shipments can be tracked here and we will notify you via e-mail once your return has been processed.  Also, items shipped to Sephora outside of the returns window may not be returned to you. I'll send you a private message to follow up.

xo,

Jamila

[SharilynJade]

So I can't get my product back and I can't even get store credit? I used to prefer shopping at Sephora but the customer service is really pushing me away.

[Anonymous]

This nonsense happened to me as well. 

Sephora CS was absolutely horrid.

I opened a complaint with the BBB, AG and the consumer protection agency.

Guess what?  Issue magically resolved.  You do have rights, use them.