Returns declined

[fatema28]

Hi, today I went into sephora to return items from an order because they didn't suit me. I've been a rouge member for I believe 3 years now. I didn't get a warning or anything today I was just told I cannot return for 365 days and the rude manager at the square one location in toronto gave me store credit. What makes sephora think I'm going to spend money there if I don't have the freedom to make a return if something doesn't workout for me? I'd like this to be removed from my account and I'll be careful going onwards but if this isn't resolved I'm not going to return as a customer to sephora after the 365 days are over. They provide no information but just tell the customer to contact the retail activity people, but don't forget sephora that you gave my information without my consent to a third party so that makes me even more upset because I thought sephora would protect and honour loyal customers. I don't buy makeup from anywhere else and I have sent so many of my friends over to buy products from this store. I have always returned with the receipt and I have never returned outside of the return window, I just returned items that didn't suit me but maybe you should compare all of the purchases I have kept and most of them are big ones especially within the last year. Sephora shouldn't promote their return policy and maybe teach your employees to stop encouraging trying at home and returning if it doesn't work out if this is a consequence.

[hellogoodbye]

Samething happened to me. 

I am a VIB ROUGE and been a customer since 2007. I spend thousands of dollars. at Sephora every year. I purchase things for my self and used to purchase items for my employees at my business. Over the past week, I spent over $1500 dollars during the 2023 SPRING SALE with a total of around 30 items. I went back to the store to return 5 items from the purchase and to spend an additional $500 on a few items that were out of stock in during my first and second purchase in store. I received a receipt that declined my return/exchange. I called customer service received my returns report and the amount of returns vs the amount of money I spend at Sephora far exceed the return amount. 

There are brand ambassadors at some of the Sephora Store especially the one at SOUTH COAST PLAZA, CA. When I ask these ambassadors thinking they strictly work for Sephora (which I know they do not now) I asked the to show me where a product is and they persuade you to purchase their brand and let you know you can return the item no problem if it doesn't work out. I also 2 item that are completely defective. One item being a skincare serum that is crusty in the box.  

I understand the company policy, but Sephora never gave me a warning till yesterday and I am stuck with 5 items that I am not satisfied with and 2 out of the 5 are defective. I do not feel like a VIB ROUGE and there is no incentive to being a ROUGE member. I have never abused the return policy and returned items or exchanged items that did not work out or were defective. 

Could someone advise me if it's better to dispute with my credit card company? 

[krysafe]

the same thing happened to me this week!!!! i spend thousands on sephora annually, i am a rogue and bought a bunch of shades of a bunch of different foundations for the sale spending a couple thousand bucks. and i did a piece of the return when i got that print out WITH NO WARNING so i have multiple shades of three different expensive foundations at my house as well as a few different primers i was trying that made me break out. i cannot be expected to keep wrong shades when i couldn’t try in store and products that made me break out. sephora has always said try it out you can return it!!!! i keep WAYYYYY more than i would ever return. i’m so appalled and upset i don’t think i’ll ever be able to shop at sephora again while i’ve been a loyal sephora shopper for 15 years spending thousands a year. i really don’t even return that much though so i am incredibly shocked needless to say. my sister spends more at sephora than i do annually and returns way more annually and she hasn’t gotten the print out but is scared to shop at sephora again either cos i am currently stuck with about $800 of product i cannot use. if it makes you feel any better i was shown today that i am not a valued customer at sephora either. it really hurts from a brand you’re a top tier buyer at and that is your favorite.

[JaneanBT]

Hi @fatema28,

I am sorry to hear about your experience. I will send you a private message.

Best Wishes,

Janean