Sephora returns

[LaurieBT]

Hi @ivybaka,

My apologies! I'll send you a message shortly so I can look into this.

Best,

Laurie 

[sarahkym22]

Hi Laurie, I had the same thing happen to me. My husband purchased a Christmas present item online on 12/5 and it was the wrong color. We made the in-store return to a Sephora in Braintree, MA with the receipt on 12/30 and they issued me a store credit card. We only returned in-store because we happened to make a special trip out there for dinner. My husband paid via PayPal, but we made the return 25 days after purchase so we should have been issued a Sephora gift card. I didn’t realize they gave us the wrong refund until we got home.

Had I known they were going to give me the wrong card, I would have returned the item by mail. The correct color of the desired item is only available at a Sephora over an hour away. The closest Sephora to me is 45 minutes away, so this store credit card is basically useless plastic, as I make all of my purchases online or via a Kohls Sephora. I rarely am able to make it to a physical Sephora unless I am traveling. In understand these cards don’t expire, but I just want to order my correct item and not have to pay out more out of my pocket and have to hold on to this useless piece of plastic until I happen to be near a physical Sephora (which could be over a year away).

There NEEDS to be a better system to void these store credit cards through customer support and issue correct gift cards to our online accounts or refund our credit cards. Sephora is a $32B company so I’m sure it will not kill you to reissue me $31.88 on my account via a online gift card to remedy a situation that your Braintree, MA store employees screwed up on. I’d recommend getting a system where corporate has the 8-number pins for a new type of store credit card, so when these issues arise, all you have to do is give us poor people the pin so we can actually use these worthless store credit cards online, to be used as the regular gift cards we should have been issued in the first place. Or, allow me to call the store, have them order the correct item for me, allow me to pay using my store credit over the phone and have them ship it to me for free (like other retailers do). I shouldn’t have to pay for their mistake.

I have filed a store complaint and I expect someone from your team or the Braintree, MA Sephora to fix this for their mishap. Also, I’d recommend training for their whole staff and to have corporate visit to see what a disaster their store was with a ton of items out of stock, nothing organized and messy product remnants everywhere. I will NOT be visiting that Sephora EVER again. Get better systems PLEASE.