Wrong item returned but refund denied

[dmoar]

I ordered a NARS concealer but received the wrong shade, so I returned it by mail. However, I received an email saying that the package they received either contained incorrect contents or was empty. The email also said Sephora no loner accepts returns by mail so I should make future returns in their Sephora stores.

I was terribly confused with the email and used the online chat to seek clarification. Unfortunately, the Customer Service Representative I chatted with made me even more upset! She told me the Distribution Center received an empty item and then simply told me she was unable to assist me further. Seriously?! Why would I or anyone return an empty item and expect a refund?? And since when did Sephora stop accepting returns by mail for purchases made on Sephora.ca??

Sephora failed me horribly! They sent me an incorrect item. They accused me of sending back an empty item. They have poor customer service. I’m not so sure how I can continue to shop confidently with Sephora!

[DaneeBT]

Hi @dmoar I'm so sorry to hear about this. I'll send you a PM.

[maddy2497]

I unfortunately just experienced the same issue today when I had returned a foundation and blush only to receive an email stating they denied my refund and that the contents of the parcel was "empty" which is completely false. Is there any way someone can assist me with this? I don't wish this headache on anyone else @DaneeBT