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Post in Customer Support

SHAME ON YOU SEPHORA!! 7 YEAR OLD EXPIRED PRODUCT!!

I bought a cream back in January when they had 50% off sales. I tend to stock up on items for the year, and so far I have trusted Sephora and have not checked the batch dates like I do for some other stores.

 

2 days ago I finished one of my serums and was choosing the next one, and decided to make my choice based on batch date. The serum in question is  Kate Somerville DermalQuench, which after the discount still cost me $70 plus tax. Not cheap. (As a result I checked PTR eye cream which is also 3 years old. And to make matters worse, I already returned Erno Laszlo vitamin C scrub because it was 4 years old a few months ago.)

 

Well imagine my surprise when after checking the batch date this serum is OVER 7 YEARS OLD.

I reached out to customer service and was told that anything bought after 60 days is not eligible for refund. So Sephora will not take any responsibility. All I got was rudeness. 

 

I was with Sephora for many many years, almost the whole time having Rouge status. So to be treated like this is shameful. Just as shameful as selling products that are way too old to be effective, and potentially can even be harmful. So check your products, especially bought on sale, cause sephora will NOT take responsibility after 60 days. 

 

I'm about done with Sephora until this stops happening. I don't know any other store that would not take expired products back!!

 

Here is the answer i got from Kate Somerville Customer service:

 

"Hi Julia,
 
Thank you for following up about this!
 
Based on the lot code you provided, this product was manufactured on June 8, 2016. Our products have a shelf life of 3 years, after which it is still safe to use, but the effectiveness of the ingredients will slowly decrease. Products should be used within 12 months of oxidation/being opened.

Unfortunately, the DermalQuench Liquid Lift has been discontinued. Our apologies for this inconvenience

Other stores that sell our products and as a distributor have their own return and refund policy. While we sincerely appreciate your time in bringing this to our attention, we would highly recommend you connect with the Sephora for further assistance regarding this matter.
 
Again, I'm very sorry for this experience. Please let us know if you have any other questions."

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Re: SHAME ON YOU SEPHORA!! 7 YEAR OLD EXPIRED PRODUCT!!

Coudn't agree more! They apply a blanket policy without regard for individual circumstances and it is the opposite of the good customer service Sephora used to be known for! I hope your issue is resolved.

Re: SHAME ON YOU SEPHORA!! 7 YEAR OLD EXPIRED PRODUCT!!

Hi @JuliaSt I'll send you a PM to request for more information! 

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