Why cant I exchange defected item for another one? Nuface

[caheobong]

I purchased a mini shimmer Nuface during the VIP 20% off. I charged it once and used it three times. After that it stopped working eventhough the battery life was full. I emailed Sephora and asked them what I should do. In the first email, they sent me their return policy which I have already known. I then told them that i want to exchange for another one because I purchased it with 20% off. I dont want to give it up and end up spend full price on a new one. They then replied saying that I will have to mail it back, and i can use my reward points for a new Nuface (whatt...... does that i mean i have to spend more money to get that much points for a nuface?) I kinda got confused. I replied back to them and again expressed my interest in exchanging for another one. This time, they sent me back a return label and still did not address my question about exchanging. I felt neglected because my question was not answered. And dont tell me to use my reward points to get a new one. All they care is making sales and after that they dont listen to your needs and problems. So Sephora, there are other stores that sell the same products like you at a more affordable price and with a better customer service. I think I will have to leave Sephora to Ulta, Nordstrom or Selfridges. 

[RebeccaBT]

Hi @caheobong,

I am so sorry to hear this. I will send you a PM to further assist you.

Best,
Rebecca