Very Poor Store Experience at Hudson Yards

[saraburke]

Let me start by saying that I was a retail General Manager for 8 years so I know what good customer service looks like. I went into Sephora at Hudson Yards in NYC to make an exchange of a product I purchased in March, just over the 60 day mark. The associate informed me that they could not make exchanges after 60 days per their return policy. Again, having worked in retail I understand why return policies are in place, but I also understand that sometimes you need to bend the rules in certain situations. Here's mine:

I had purchased two of the same eye brow pencils from the same brand and realized that I was starting to lose my eyebrow hairs because it was pulling them out. I even went into the store of that brand and they confirmed that they didn't like that product and that I shouldn't use it. So I went into Sephora to EXCHANGE only the unopened, unused product (1 of the 2 that I had purchased) for another product from the same brand. I explained the entire situation to the associate and let her know I had never used the product and that I couldn't use it. I only wanted to exchange it for something I could use. She stared at me with an unapologetic look and just said there was nothing she could do for me. I asked to speak to a manager and she told me she was one and again said that she would do nothing to help me resolve my problem.

How do brands expect to keep their customers if this is their stance they take on customer service? I am a loyal Sephora shopper. I am a Rouge member of their loyalty program! I would expect the them to want to keep their loyal customers satisfied. This was a very poor experience and will definitely make me reconsider if I remain a Sephora customer.

[JaneanBT]

Hi @saraburke,

I am sorry to hear about your experience. I am sending you a private message. 

Best Wishes,

Janean