Returns denied

[RNJess25]

I’ve been a Rouge and credit card holder for many years. I like to try new things once my current make up or hair products are empty. I splurged on a lot during the Sephora sale and returned items I did not like or realized I would never use. I went into Sephora to return 3 items and was told my second and third item didn’t go thru. She handed me a receipt that said “warned” and another that said “denied”. They told me to call the phone number to see why. I called and they sent me a return report to view. After viewing it I called back again and told them I didn’t see any fraudulent returns. I was then told I could not return anything for 365 days. Wtf?  The rep says it’s sephoras discretion. Why was I never informed of this especially after the employees say “try it and if you don’t like it you can bring it back”?????

I’m so angry. I have shampoos that left my hair feeling like sh@@ and foundations that don’t match my skin. I even have products from online that I don’t like. All are within 30 days of purchase and follow the refund policy. Sephora you just lost a huge paying customer. I’ll do my business at Ulta and Nordstrom from now on. 

[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’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. i have been a loyal sephora user for years and i am so upset now and feel so deceived.

[roguegonerogue]

Can you just create a new VIB account? Or do they track based on CC? I’m in the same boat. I have insanely sensitive skin from long haul Rona and it’s a whole new world of thing s that don’t work.  Make up, skincare, hair care… it’s nuts.  So I need the ability to return.  Further… I don’t live within an hour of a location so I order online which it’s super hard to get the correct shade (or even advice) without being in person.

[keelybt]

@RNJess25 I'm sorry to hear about this experience and I will share this feedback with the appropriate department for future consideration.