Sephora is horrible! BEWARE buy online pickup in store

[KassiB95]

I regretfully made a purchase from Sephora. I used the conscience option buy online, pick up in store via PayPal. I no longer need the items (they were a gift for someone and they don’t want them) was told I could ship the items back to Sephora for a refund, just follow the prompts on Sephora.com... I go to do that and lone and behold there is an error message when I enter my zip code. I called the customer service line and a supervisor told me they can not generate return labels when the option of buy online and picked up in store is used. I offered to buy my OWN label and ship it back. Supervisor told me the return address is automatically enter red on the label and they don’t know their own return address. 

I’m only offered a gift card. I do not want a gift card of $118. I want a refund because this was a GIFT purchase and she didn’t want it. So now I’m stuck with makeup I can’t use (not my color) and can’t resell because no one wants to buy it. 

This wasn’t made clear AT ALL when using the option buy online/pick up in store. Otherwise I would have used another payment option. You guys suck! 

[DaneeBT]

Hi @KassiB95,

I'm sorry for this experience! Returns from Buy Online, Pick Up in Store orders can only be made in store and within 30 days after picking up your order. This is listed on our website here:

https://www.sephora.com/beauty/in-store-pick-up

Additionally, to view our full return policy and how refunds are processed for Paypal, please visit https://www.sephora.com/beauty/returns-exchanges 

I understand this may be disappointing and I apologize for any inconvenience this may have caused you and for your experience with us.

Always,.

Danee

[KassiB95]

I bought the product this past Thursday April 22nd and tried to return it today April 25th. That is 3 days later. No where on your refund policy does it state refunds can NOT be issues when you choose the option of buy online/pick up in store when paying with PayPal. You guys NEED to have that clear when using PayPal. So again, I’m stuck with $118 worth of makeup that can’t not be used, returned for a return and/or sold. 

I contacts PayPal for a dispute and have turned this in to the BBB for further review. 

[samanthasmom]

The BBB can’t do anything just so you know. They are basically YELP for old people. They are a private business, they are not a regulatory agency. I doubt Sephora cares about the BBB, the BBB can’t do anything to them.

[KassiB95]

Actually the BBB can depending on the situation. Regardless if the BBB doesn’t do anything, that is another red flag for Sephora’s overall rating. Which, if you took the time to look at those reviews on the BBB, they are horrible.