STILL RECEIVING USED/OPENED PRODUCTS

[bareelover]

I NEED HELP. Well fellow Rouge/VIB Sephora shoppers, I wanted to warn you to carefully check ALL of the products you’re receiving from Sephora to ensure you’re not being sent USED or previously OPENED products from Sephora. For the 6th or 7th time (I’m losing track of them all now) I’ve been sent products that have been used by someone else and sent back to Sephora. I buy a LOT from here, $1,000’s of dollars a year and I’m fed up with paying FULL PRICE for used eyeshadow palettes (actually had fingerprints on the shadows), used false lashes (seal on outside was obviously opened and not sticking and the lashes were actually dirty with eye makeup), used body wash (twice, opened and missing some) extremely used hair curling wand (the box was extremely used and worn all over and the wand had fingerprints and hair on it), and just yesterday I received a perfume rollerball trio where the packaging was RIPPED open, worn on all corners, then all bent up inside with perfume levels ALL down about 1” from where they should’ve been. I’m completely disgusted and fed up with this. The only thing they tell me is they’ll refund my purchase on that item or send me another one for the 7th time now?!?! Has anyone else ever had this happen? I’ve been a Rouge member for years now and expect to get NEW items when I pay full price. If I wanted cheap, used makeup with who knows what added/tampered with, I’d buy opened items at the local drugstore, Value Village or Winners. Would you accept this? If not, what would you do if you were me? I’ve asked them to put me in touch with someone who has the authority to put a stop to used cosmetics being sold as new but all I get is a form letter from Customer Service and an offer of 100 Beauty Bonus Points. Seriously. My next step is to report this to the Better Business Bureau and the media here in Canada. Does anyone have a contact that I can get in touch with who can help me with this? I have a permanent disability from my military service which makes it difficult for me to use the phone or leave the house which is why I do 95% of my shopping online now and need to communicate via email (or online chat when I’m having a good day.) Thanks, and make sure you’re being diligent in checking your own online orders for signs of use and/or tampering.

[customer111198]

I received 2 orders during the Sephora sale (1 unintentionally because I was prompted that my order did not go through, nor did I receive a confirmation code). So I went and placed a second order right away and was charged and received both orders. To make it worse both orders had expired lotion. I could immediately tell. I returned to the store. All my other products were all okay. I second Sephora needs to do a much better job at monitoring their online shipment processes.

[LaurieBT]

Hi @customer111198,

I'm so sorry to hear this! I'll send you a message shortly.

Warm regards,

Laurie

[Anonymous]

I am looking into filing a lawsuit and reporting this issue as well. The way Sephora consistently sends used products is negligent and intentional. Especially illegal!! When I purchase something for full price it is under the assumption I will receive it brand new. Please do report the issue to the better business bureau.

[DaneeBT]

Hi @bareelover,

I am truly sorry to hear about your ordering experiences and for the condition of the items you've received in some of your orders! I understand this is very frustrating and I'm going to send you a private message to discuss this further.

Always,

Danee

[Anonymous]

How as a consumer, can we prevent receiving used products??? If you can’t answer that question we then need to ask, what can Sephora do to help customers to not receive USED PRODUCTS!?!?

[bareelover]

Still not impressed. I get the same canned, pre-written form letter every time that “someone” is going to look into this but I see no changes and continue to receive USED products. I’ve sent so many emails and get nothing back telling me what steps have been taken to resolve this disgusting and likely illegal habit of reselling USED cosmetics and accessories. Would you be happy to receive used false eyelashes? What about a eyeshadow palette with someone else’s fingerprints all over it? How about a hair curling wand that cost me over $200 and looked like it had been in someone else’s bathroom for YEARS? The box was all beat up, frayed on the corners, hair and fingerprints everywhere and actually severely faded from the sun and I still received it as “new”! Not cool and I’m really hoping that this gets resolved before you get sued from someone getting sick or infected from used products. Please don’t send me another form letter telling me that you’ll forward my email to the proper department, just send me the details on how your going to fix this so I’m not giving you my money for something I can get out of a garbage can.

[Rachel22456]

Emailing customer service is really not effective. Calling and asking to speak to a supervisor or writing a letter (although both more difficult) is better.

[Anonymous]

I am in contacts with a lawyer for consumer protection about receiving used products. It happens to me ALL THE TIME and Sephora either refuses refunds, makes me eternally the item to just send me another used one, or just gives me points but no monetary compensation. It’s ridiculous and definitely not FDA approved to be SELLING used products especially for full price. The customer service never helps and as consumers, we cannot prevent receiving used products and why do we have too. Sephora is losing integrity. Someone can put something awful in the product and send it back.  ITS NOT SAFE. Luckily my work has lawyers on retainer (my family owns the business) and will be talking with them to see how actionable this really is. I FEEL YOU GIRL THIS IS FRUSTRATING.