Wrong Item Received; Refund Denied

[KimD2003]

I ordered the 74mL Supergoop unseen sunscreen ($73.45). I received a different item so I initiated a return. When asked for the reason for return, I selected "received wrong item" as the reason. It didn’t ask for a picture or any other information so I packed the item in the same envelope it came in and dropped it off at the post office the following day. 

A few days later I received an email from Sephora denying a refund because the item I returned was not the same as the one I ordered. I contacted Sephora’s online chat and was told the same thing as the email: the item returned was not the same as the item ordered so they wouldn’t refund me. I escalated to a manager but received the same response. 

I was sent the wrong item so I returned the same wrong item. To deny a refund on that basis is unjustifiable and frustrating. Sephora now has my $73.45 and the incorrect item. How is that fair? 

Supergoop! Unseen Sunscreen Invisible Broad Spectrum SPF 50 PA +++ 

[keelybt]

@KimD2003 I'm sorry to hear that! If there is an issue with your order, it is best to contact customer service right away for assistance. The wrong item reason for the return label is intended to be used if you ordered the wrong item.  It looks like your private messages are currently turned off. Please send me a private message with your order number and the details or you can contact Sephora privately through Facebook, X or Instagram.