Sephora gave me the wrong order and refused to refund me

[rojas0712]

I purchased a perfume for $170 and I received the wrong perfume. I have the habit of recording the process of opening the package, so I have the recording as proof that Sephora sent the wrong item to me.

I connected with the live chat agent, they told me as they helped me before, I could not get the refund and reshipment. The only resolution for me is to go to the USPS post office that is far away from me and ship the wrong item back to the warehouse and wait up to 10 days to get my money back.

As I cannot drive and I need to walk for 30 mins more to go to the post office.

I provide 2 solutions:

1.Refund me first, and they can ask a courier to pick up the package back to Sephora. And in this case, I could not waste my time and money to walk to the post office simply because of their fault.

2. Or refund me and I ask them to give me the UPS shipping label so that it is more easy for me to go to and return the wrong item.

And they still decline my request and insisting on walking 30 mins to the post office to return and wait for up to 10 days to get my money back.

I feel like it is a business scam.... It’s not my fault the staffs got my order wrong!!!!!! Why you told me to walk that long or spend $30 or even more to take the Uber to the post office for returning thing??????? It is soo RUDE and UNFAIR!

I think I am considerate enough....I do not even want to keep the item myself and I am willing to return the item.....Why Sephora still want me waste my own time and money because of their carlessness?

[LaurieBT]

@rojas0712, I'm sorry to hear this! It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with your order number, I'll look into this. Alternatively, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available. Thank you!

Best,

Laurie 

[rojas0712]

Hi, 

 My order is:  

 I have connected with a manager who reports to the order research team, but I haven't heard from them yet.

 I feel like it is soooooo unfair and illegal!!!! 

 1. I have recorded the whole process of opening the package, so I have proof that it is 100% my fault. Why do your staff make mistakes, and you ask your customers to bear the result and waste their time?

 2. I do not want to keep the wrong item. I just want to get my money back first and then you could ask a courier to get the wrong thing back. I am considerate enough and am willing to waste my money and time to return the thing, I don't know why you make mistakes and still keep the customers' money. It definitely violates the consumer protection law.

 3. You mentioned many times I have had other circumstances before. But I am a transfer student and I am new here just days ago!!!! It is my first account, my first time being here, and my first order!!!!!!!!!! It is soooo confusing. That being said, I don't see the logic behind your words. Simply because your staff made mistakes before, and when they make mistakes again, the customer need to bear in the result???????? So rude so illegal!!!!

In all, I have the proof that it is your staff's mistakes, and all I want is to GET MY MONEY BACK FIRST! I do not wanna wrong item, I could send it conbined with the samples to you when I see the refund. I don't see the reason why you still reject me.