Sephora return policy misperception

[NanRomero08]

Hello, Recently, in August 2018, I decided to seek skincare advice from my closest Sephora beauty store because I have never had a bad experience with Sephora, at least related to the make up department. With that being said, I was assisted by a gentleman who was helpful and gave me good feedback and recommendations on the 3 step Clinique starter kit acne system, where I decided to give a try. Before I chose to purchase, the gentleman let me know that if I wasn’t satisfied with the Clinique product that I would be able to return, no problem, as long as it was prior to 60 days from purchasing. Therefore, I took my product home and, unfortunately, after using it for about 2-3 weeks, I wasn’t noticing any progress in my complexion, whatsoever. And the bottles contained less than half once I decided to give up on the product but, keep in mind, the product was a starter kit with smaller than normal bottles and I also wanted to make sure that I used it long enough to allow the product to make an effect to my face. Yesterday, when I tried to return the product to my closest Sephora location, about 50 days after purchase date, so I could seek an alternative acne clearing option, I was, rudely, refused a refund or even credit towards my next product purchase due to the product containing less than half, at the time of the return. I was very upset because I took the Sephora employed man’s word, at the time of purchase, that I could use the product up to 60 days and if I’m not satisfied, bring it back, within the 60 days, for a refund where the amount used wasn’t ever acknowledged. Now I’m stuck with the Clinique product that doesn’t work for me and a new product that I had to pay even more money out of pocket and these products aren’t cheap... after explaining this same situation to at least 3 people at Sephora, 1 being the manager, I was still refused and not helped on the matter whatsoever... if this is how Sephora customer service is, I will make sure to not spend my money there anymore from now on and make sure to spread word to others about it. Does it seem fair that I was told one thing and now Sephora won’t honor their own employees word?

[PenelopeBT]

Hi @NanRomero08,

I'm so sorry to hear about your store experience and appreciate you bringing it to our attention. We strive to provide our clients with a welcoming environment and take pride in our client service. Please send me a private message and provide us with the date/location of your visit so we can forward your feedback to the appropriate contact within the Sephora stores organization. Make sure to also include your email or phone number if you wish to be contacted back in regards to your experience. 

Best,

Penelope