Seeking Advice - Refund Refused Without Reason and Items Not Returned

[reviewsbyjamie]

I recently sent back some items for return (during the extended holiday return period so it would've been for store credit, i.e. the money is ultimately still spent at Sephora), received acknowledgement of the items being received, then heard nothing for 7 weeks. When I reached out to Customer Service to check the status, I was shocked to learn the return was denied and the items destroyed. I wasn't even given an explanation as to why the return was denied, and I know it's not for excessive use as they were only used once (color didn't work for me). I can see in the policy that Sephora reserves the right to refuse all returns and not send the items back, however I've been a Rouge member for 15 years and this is the first time I've encountered this clause. It feels very misleading to consumers to have a policy that says hey, you can feel comfortable buying from us because we'll happily refund you if you follow this criteria, except when we don't feel like it. And even though that is the policy, it would've been a much better customer experience if I had gotten a notification with a reason, and if the reason is too many returns then maybe a warning ahead of time saying "hey, you've reached your return limit, no more returns will be accepted" so the products could've at least gone to friends or charity rather than gone to waste.

Has anyone experienced something similar and had a positive resolution with Sephora? Any advice? Thanks in advance.

[LaurieBT]

Hi @reviewsbyjamie,

I'm sorry to hear this! I'm happy to take a look in more detail and I'll send you a message.

Best,

Laurie