Rude staff on returns and badly communicated return policy

[7thEmriel]

I went and asked for help for an order because I wanted to get a discount since there's currently a sale going on.

I bought a set from first aid a few days before the sale and was advised by chat online that I can return the item as long as I didn't use 10% of it.

When I came to the store, the staff was rude, treating me as if I was a thief of sorts

• They asked me why I'm making the return, so I said I just wanted to get the discount and wouldn't be there if I was not advised to make a return. I highlighted that everything within the set is used except for the moisturizer.
• Then the cashier person looked at the moisturizer with a frown and called someone else.
• This person then told me something different from what the chat told me. They said that refunds are made at the discretion of the store. And that what I had did not look lightly used. And I shared with them what the chat told me.
• They just looked at it, without even weighing it, and eyeballed that it had been used a lot. But I told them that the moisturizer already looked like it's not full upon opening. But besides that I did transfer a small amount in a container. You know those small acrylic container from muji? The ones where you can put small amounts of creams .-. Anyway I put it there, and knowing that they told me if it's less than 10% it's okay - then I knew it was fine. I asked them if I should go back home and transfer what I put in the container. Part of the reason why I transfer things to smaller containers is just out of hygiene purposes. I hate putting my fingers in big containers, and the container was large for moisturizers.
• So anyway, they relented and said that they were going to make the exception but they will flag it on my account.
  • To this though? Why should they tell this to me to my face. There were many other people behind me, and I was only doing what I was advised to do by your own staff. Why should they make it sound like a threat. I've spent thousands of dollars in Sephora since 2014 - not with this account. But why am I being treated like I'm a criminal for making a small return.
• They did refund me the item on the day of on my credit card which I appreciated. Which is why I'm not just quitting sephora altogether but still >: It's just unfortunate that it happened today. And I'm probably not going back to that store again. I've since then submitted a review, and looked at all the store reviews and found the pattern of staff members treating customers who want to get something refunded as if they're doing a crime.

To begin with, I bought the same product again. And the refund I got in that exchange is just around 10 dollars. It's just 10 dollars - minus my travel .-. AND TIME. And I bought more stuff from your store because of the sale. I waited in a long line to do the return. It's just so frustrating. The least they could have done is just be polite and not interrogate me and just accept it without telling me as if I didn't ask before hand what your policy was and tell me in quote "So now you know." Like... What's with this language. I don't know if they're just cranky because there's a lot of people in the store.

But I've had to return items from other brands before, like shoes, food in costco that I didn't like, or Amazon, and this is the first time I'm returning an item that I already repurchased because your staff can't just offer me a discount. Why couldn't your staff just smile at me. And why is it "at the discretion of the staff" Don't you have standardized messaging and policies in place????

[keelybt]

@7thEmriel I'm sorry to hear about your experience!  It looks like your private messages are currently turned off. Please send me a private message with your registered email address, store location and date of visit or you can contact us by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service
 

[7thEmriel]

I sent you a pm and allowed private messaging.