return policy!

[Melerickson]

So I went to my local to Sephora to return the Drunk Elephant Vitamin C that is brand New in the box that I ordered on line the November sale event. I had ordered this one as a back up since I just had purchased one maybe month before? Regardless...they changed the formula! it is horrible not the same . I was not aware of this  or I Would not have bought another .  I have since stopped using that one and  I wasn't trying to return the used one!   I went in and was making about $350.00 in purchases and going to exchange the unopened item of DE vitamin C when I was informed that they will no longer take items back after 60 days? WHAT? I was since when ? I was shocked? I had no idea there was even a time frame. I asked for a manger and she was I am the manager I was you must be mistaken how can you not take a product back especially a formula change? That is my biggest issue? Not being aware that my favorite product is now ruined! Not being informed of certain things and than okay I understand policy , however what about exceptions? I’m standing at your receipted with over $300 in items and you’re really being this way? When I’m saying I truly had no idea about the policy ? I’m sorry I don’t actively return items after 2 months! Nope she could care less like I was now bothering her told me go call customer service. I walked out. I was so offended I was truly temped to go to Ulta. Why should all years of being a loyal customer be wasted? Has anyone else experienced this? I called and was told I would get an email of call back. I received repeated emails that were supposed to be addressing my issue that were not even prevalent to my case. Ridiculous. I am so disappointed that this Sephora has become this.  So Now Ik  That is sad I’ll just purchase from whomever from now on. 

[Wells31]

Omg i recently had the same experience with almost $500 worth of merchandise. I had an allergic reaction to 2 products. I dont live near a physical Sephora store. I drove 2 hours to finally be able to do an exchange and was denied because it was past 60 days. So now that is Sephora straight up stealing from me. How can you refuse a return with valid return verification because i couldnt be there soone? Give me a break. I dont want my money back. I just want to be able to exchange for products that i can use!!!!

[DaneeBT]

Hi @Melerickson

I'm sorry to hear about this. I will send you a PM to request for more information.

Always,

Danee