I have HAD it with sephora. I've emailed so many times, called for nearly an hour, and tried to reason with disgruntled employees so many times about a return that was never refunded. I am sick and tired of having to repeat myself and the unique circumstances under which events have transpired only to receive cold rude responses or "I completely totally 100% definitely understand [insert copy paste of policy] BUT ____, also call us if you want to get things done" (why should I have to call you to get things done? I'm right here on email and online, I'm not going anywhere; there's a reason virtual service is rising). All I receive after calling is an employee who is clearly miserable doing his job (not fair to him or me), berates me by trying to make me feel stupid about policies (not fair to me), basically steers the call something along the lines of 'I understand because I'm very very empathetic BUT are you serious you're clearly an idiot' (not fair to me), and the repeating over and over of Sephora's return policy (not fair to me. This policy is now very clear to me but was NOT true before, so this is not the issue at hand). What is happening? How is this allowed to transpire?
From past experiences, I have had no problems with returns. I don’t believe any of my previous returns have been rejected, especially since I return with receipts and packaging. Though the time frames of my returns admittedly may vary, the responses by Sephora’s own employees to Community forums and posts have stated time and again that customers in situations like mine can return their items for a refund—namely, store credit. Because of these posts, and because of the words of employees and other customers, I had no reason to believe that by sending my products back, I would lose both themselves and the dollar value they were worth (around $50 of merchandise, which is no small price to pay, especially for a college student). If I had any reason to believe that I would lose this monetary value AND the products, I—and any person in my situation—would NOT have sent back the products. That’s like burning money, especially when there are reliable platforms I use on which to sell secondhand/barely used beauty products.
I made a return back over 2 months ago and never received ANY update as to when it was received, or the fact that it was apparently not accepted for return and my products were destroyed (I only just found this out today. Why.). I would have been more than happy to pay return shipping and handling (it's extra labor) to receive my failed returned products back, but that's not even a choice. I'm trying my best to accommodate here, but clearly, Sephora is not. I’m not sure why I didn’t receive a timely update on my return (or a timely refund, for that matter)—I'm not asking for any random update at any given time, especially given that if I had not inquired, Sephora would not have commented at all (the merchandise is literally money. Around $50 worth. How can I entrust people like this with my money? How can they not feel the need to tell their customers a quick update? I understand that's millions of customers, but that is your responsibility as a company. This is what you got yourself into.). That worries me, that worries me a lot. Why does a business do this? On top of that, this was my first attempt at a return for these items--it's not like I showed up in store, was told that my items couldn't be returned, and then still tried to return them by mail anyway. I mailed them straightaway because that's what I've been told will get results, regardless of period (obviously it's common sense that 5 years later is not going to work, but my product wasn't even 1/5 that old).
I don’t understand why Sephora is unable to refund me for these items. I don't. I was approved for the online shipping form and returned my products with both receipt and packaging. Apparently there's no computer science function added to the online form such that if a return is beyond policy time periods, then the shipping form is rejected, which is absolutely ridiculous because it would be so freaking easy to simplify this process and make it more honest and forthcoming to customers, especially if they're wildly misinformed. When products I buy don't work out for me and sit virtually unused (that should be obvious to those who viewed my returns), I have a right to receive my money back in exchange for the items, as most decent companies believe as well. Otherwise, I would have sold the products on secondhand beauty platforms that I use to make back some of my money and maybe give someone a deal who can't afford to buy directly from Sephora's new product selection. Two people would have benefited, and right now, no one is benefiting--not me, not someone who buys secondhand to save money, not any of the employees who are still disgruntled with jobs they hate. If I had any reason to believe that I would lose this monetary value AND the products, I—and any person in my situation—would NOT have sent back the products. That’s like burning money. I'm so frustrated that no one sees this or is empathic enough to put themselves in my shoes. I can't believe a company would stoop to trying to turn their eyes away from seeing this. I threw away products and my money, essentially. That's a lot to anyone, let alone a college kid.
I've been treated as if I've sent my products back chancing on the idea that maybe I'll be let beyond some policy that I was misinformed about by your own employees. That is unacceptable, especially when I was misinformed of the return policy so many times by various people, employees and customers and the online forum here alike. Sephora, you need to get a grip on how you train your employees, because it certainly isn't their fault if they're disgruntled from working your company, and it certainly isn't their fault if they don't know the exact policy themselves. It's not fair to me that your customers are tired of dealing with my frustrated cries for help or that I have to call out for help in the first place. How can you expect your customers to know the policies if your employees don't? You leave your customers like me with tears and headaches, no exaggeration--I've been crying for the past 30 minutes.
Sephora also has a problem that they completely ignore you unless you mention it here in the community, which is why I'm talking here to get things done. Everyone can see these posts to see if they relate and what really happens. I should have come here first. By now, I could have taken up a new job and tried to make more money to make back what Sephora is determined not to refund me. Yes, it means that much to me. I and my time are clearly not respected.
I don't know what to do anymore. I really need help from someone right now who can offer me an online refund or store credit worth my original items. I'm sick of feeling scammed, then having my time wasted, then being accused, then being ignored, then still losing out on what I needed originally and did with honest intentions and information I was given. This is what a crummy abusive relationship should feel like, with its tears and wasted time and emotional rollercoasters, NOT what a return experience with a highly-touted company should feel like.
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