Terrible holiday return policy

[Kacie5]

For those reading this post in the future, beware Sephora has no real holiday return policy when it comes to refunds.  Unlike most major retailers, Sephora does not adjust the time you have to return an item for a refund when purchased during the holiday season.  It's still only 30 days.

This policy is not fair to their customers and they don't care.  I bought the $429 Dyson hair dryer as a Christmas present for my daughter 31 days before Christmas and I was told that I can only get a store credit of $464.39 for a return.  I don't need this ridiculous amount of store credit!  I need a refund so my daughter can purchase a different item as her big Christmas gift.

I've called Customer Service several times over the past 2 weeks to plead my case and even went to the store in-person.  I've asked to speak to a supervisor and have received the exact same answer every time which was "sorry, that's the policy".  Sephora doesn't even give their supervisors the authority to make accommodations based on an individual's situation.

This unforgiving holiday policy is just the tip of the iceberg when it comes to bad customer service.  It doesn’t take much reading time on this forum to find out all of the different ways that Sephora's customer service is the worst and that it’s been going downhill for years.

Sephora, you need to get with the times and become more customer centric like most other major retailers.  Right now you're going the wrong way and have yet again lost another customer.

Bye!  I'm done with you!

[e1234567891]

Hi 

I’m so sorry you’re going through this.
I just had the same issue and it’s a nightmare. purchased dyson air wrap for Christmas during the holiday event (coupon) that began at the end of October  and returned after it didn’t live up to the expectations after Christmas.  I received a store credit and reached out to customer service and was told I would receive it back to my credit card. 
…well, 10 days later - no credit to my card so I reached out. I was then told that I would only receive store credit because it was outside of their 30 day window despite whatever holiday and that their customer service reps should have told me it was going to be reviewed, not credited. 

I have been shopping at Sephora since I was a kid and am blown away at how ugly this return policy is and how awful their customer service is. 

I had to purchase the dyson during the VIP rouge holiday event (automatically making it outside of their return policy time frame) 

I don’t need $509 dollars of store credit right now. 

but despite their own error and not understanding their own policy, (2 different service reps told me I would be credited) - I have to take store credit?  (See messages below) 

I think this is the end for me at Sephora. 

(I blocked out the customer service rep names because it’s not their fault for trying I guess? Or maybe they just lied to me but either way - don’t want them in trouble, just want my money back). 

 

 

[AbbeyMae89]

Agree that this is a horrible policy!!!  And, to make a bad policy worse, you can return in store for STORE CREDIT ONLY or you can mail back your return, wait for it to be processed and then get ONLINE CREDIT ONLY.  While not as egregious as yours, I have $100 store credit after returning my daughter's Christmas gift that was a duplicate.  

I will NEVER shop Sephora again.  I will share this horrible policy with everyone I know as will my 22 year old daughter that has a multitude of friends.  My guess is Kacie5 is doing the same thing.  

I understand that Sephora probably has plenty of other customers and can care less that they just lost at least 3 customers, but the power of exponential numbers is hard to argue with.   

[Kacie5]

Yeah, another one of Sephora's messed up policies - separating STORE CREDIT and ONLINE CREDIT.  And for sure I'm sharing how horrible Sephora treats its customers and the same for my 24-yr old daughter!

[keelybt]

@Kacie5 We appreciate this feedback and I will share it with the appropriate department for future consideration. 

[Kacie5]

That's great if it helps customers going forward but it doesn't help me out one bit.