Wrong item being sent

[Chelsea69]

So I ordered a bottle of foundation online last week (KVD true portrait #010 cool fair) and I see from my online order information that a dark tan #044 is being sent instead. Wonderful. Now I can't exchange it as my nearest store is over three hours away and my only option is to return my entire order, wait forever and then reorder paying another $15 that I don't have for shipping and taxes? Keeping in mind that I have less than zero use for a dark tan shade of foundation, I didn't request it and now I'm out the products I ordered AND my money spent on shipping and taxes as a result? Seems fair.  Some of us don't have the luxury of living near a store you know? That's why we shop online lol... it would be nice if your policies maybe were a bit more fair to those customers who rely on online shopping due to location. To top it off your customer service rep disconnected the chat before I had finished asking questions and i still had concerns about my order,  i get that I'm not a rich rouge member sorry and that makeup from sephora is a rare treat for me but I still deserve respect. As a result of these mistakes and policies I won't be a customer of Sephora in the future and will close my account after my money is refunded. I'm incredibly disappointed. 

[furbio]

If you are rouge, call the concierge number. There is no need to return your whole order for one item. What policies are you so upset about? I’m almost certain if you called the line and spoke to them they would send you a replacement at no further shipping cost due to their mistake. They are more than reasonable. 

[tlduke]

Do we have to return the wrong items? I live over an hour away from a Sephora and it’s not my fault they sent me all this crap 😆 

[DaneeBT]

Hi @Chelsea69,

I'm sorry to hear the incorrect item was ordered, that the chat was disconnected, and for your overall experience! I will send you a PM to further assist you.

Always,

Danee

[Chelsea69]

I can reorder the proper shade? How do I do that if exchanges aren't allowed? If I paid for a product and you send me the wrong one then you should send me the correct one and it shouldn't cost me anything. You're expecting me to buy a whole new product out of pocket after messing up my order in the first place without any shame whatsoever? That's not going to happen, I'll buy my makeup elsewhere from now on thanks. You'd bend over backwards to please me if I were a higher tier customer no doubt.  

[DaneeBT]

@Chelsea69 I received your PM and will be responding shortly.

[Chelsea69]

I need to pay for shipping and taxes again if I return and reorder right? I'm sorry but I don't have another $10+ to pay for shipping and taxes again. I'm on a very limited income and I get to buy makeup maybe once a year. So since I just can't exchange it despite badly wanting the product I have to send it back and go without. I won't be ordering again I'm so incredibly disappointed. If your website glitches I have no way of proving this so I get the blame and am stuck with a product I have absolutely no use for and I have to pay to get it rectified lol... seems fair. I'm done with this company. 

Ex customer. 

[DaneeBT]

@Chelsea69 Please reply directly to my private message so I can further assist you. In the top right corner of BIC, please click on the icon of the envelope, select my message, then reply. Thank you!