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Post in Customer Support
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WHY IM CANCELING MY SEPHORA CARD AND QUITTING SEPHORA

Let me start by saying I have been shopping at sephora for about a decade. I have been VIB or whatever for at least the last 6 years, or whenever it was started. 

That means in the last decade I've spent between $10,000 - $20,000.

 

Here is why I am canceled my credit card and no longer shopping here:

 

Since covid I stopped shopping in stores, and only shop on the app/website. 

In Aug 2021 I made a return of 2 items. I probably don't return as much stuff anymore because I no longer go to the store, so I mail back my returns. I'm less likely to make returns because of this.  My return was tracked and received by their receiving department, and then just sat there. It wasn't processed. It was just ignored for over a week. So I called customer service FOR THE FIRST TIME IN ABOUT 3 YEARS. YES I BARELY EVER CALL CUSTOMER SERVICE!

 

The customer service woman looked up my return tracking info and admitted it had been received a while ago and it should've been refunded by then. So I'm assuming she did an override to the process and forced a refund.  (just for reference it was the hourglass build your own palette set which irritated my eyes and was not worth $150!  And the second item was a foreo cleansing wand thing which literally caused me to breakout and wasn't worth it's price tag either.)  

 

This was the FIRST TIME I CALLED SEPHORA ABOUT ANYTHING IN YEARS! And they processed the refund for these items immediately because they SAW the tracking info shows it was received and processed! 

 

SO here we are today. I placed a couple orders during the sale. One order had some brow product in it that I didnt purchase and they left out a travel sized perfume that I did purchase. I contacted sephora and I was told "We have helped you already and we will not help you anymore. We will not refund you or reship your missing item."

 

WHAT THE F DO YOU MEAN???  YOU HELPED ME BEFORE WITH YOUR MISTAKE AND NOW YOU REFUSE TO HELP ME WITH YOUR LATEST MISTAKE???

LOOK AT MY TRACK RECORD. LOOK HOW MANY THOUSANDS OF DOLLARS I'VE SPENT HERE. WHY WOULD I LIE OVER A $20 TRAVEL SIZED PERFUME????????

SO THEY TELL ME THEIR SYSTEM HAS PROBABLY FLAGGED MY ACCOUNT FOR POTENTIAL CRIMINAL ACTIVITY AND WILL NO LONGER HELP ME WITH A SINGLE PROBLEM EVEN IF THAT PROBLEM IS CAUSED BY THEM.

 

I am 100% done with this company. I used to be a DEVOTED Sephora customer. I would spend up to $1000 on a single VIB sale. I would easily spend $1000 during the holiday sale.  And I opened a sephora credit card 2 years ago thinking that would offer perks and show more commitment to the brand. Literally going into debt to show my interest in a company. And now I'm treated like a criminal for THEIR MISTAKE.

 

NO MORE. My credit account is officially closed as of 10 minutes ago, and I uninstalled the app. Theres literally nothing that could make me shop here again. I am going to Beautylish, Nordstrom, Victoria Beckham, Violet Grey, Space NK, Harrods etc! 

Because I know their customer service would not treat me like a criminal due to their own mistake. Beautylish has AMAZING customer service, and they respond super fast which i found out recently when an order from them was lost in transit.

Sephora's business model is complete garbage and they clearly only care about keeping their profits high and not fixing their own erros. I recommend shopping elsewhere before they screw you over too.

 

The CEO of Sephora is Bernard Arnault, a 72 year old man, is the third-richest person in the world and the richest person from Europe, with an estimated net worth of US $200billion. It's disgusting that man has 200billion dollars and runs a company that blocks people from customer service after ONE ERROR. I'm going to stop supporting CRIMINAL CEOs and their businesses.  Everyone is mad about Bezos and all the rich people ruling the world but nobody talks about this gross old man BERNARD ARNAULT CEO of LVMH, who owns a huge chunk of the beauty industry.  People need to be aware of him too.

 

If someone tries to remove this post I will make another account and I will keep reposting it. You cannot silence someone who no longer cares about their account here, I have nothing to lose.

 

Re: WHY IM CANCELING MY SEPHORA CARD AND QUITTING SEPHORA

WOW. That’s crazy! So sorry that happened to you. I believe every awful word of it and I don’t blame you one bit. There was a time Sephora was the beauty go to experience for me too. They have changed a full 180. At one point, I don’t want to live anywhere without access to Sephora. Now, I am done shopping there myself. At one point Rogue, then VIB. Now, turning my back. 

Re: WHY IM CANCELING MY SEPHORA CARD AND QUITTING SEPHORA

I just tried to return an item that gave me an allergic reaction.  It was sunscreen I bought earlier this year and hadn’t used.  The person in store refused to accept it.  The people in the app I chatted with were rude.  When I called they said there was nothing they could do.  I have Rouge status and have for years.  I spend thousands of dollars there each year and never return anything.  I asked them if they were prepared to lose a loyal customer over $30 and they wouldn’t do anything.  I told them I’d pack up everything I’ve bought in the last 60 days and return it tomorrow.

Re: WHY IM CANCELING MY SEPHORA CARD AND QUITTING SEPHORA

HI @CEC511,

 

I'm so sorry to hear about this. I will send you a PM.

 

Always,

Danee

Re: WHY IM CANCELING MY SEPHORA CARD AND QUITTING SEPHORA

Wow reading this and other posts on this board do not inspire confidence. So sorry to hear about your experience 😔

Re: WHY IM CANCELING MY SEPHORA CARD AND QUITTING SEPHORA

Hi @3lll3,

 

I am truly sorry to hear about this! I will send you a private message in just a moment.

 

Always,

Danee

Re: WHY IM CANCELING MY SEPHORA CARD AND QUITTING SEPHORA

Sorry but this is NOT YOUR FAULT and there's nothing you can do. My account was flagged in August due to sephoras automated system and now I am being treated as a potential criminal. Unless you can access the database and fix my account, then do not worry about it.  

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