Used products. Class action?

[Anonymous]

This is what I’d like to discuss. How about USED PRODUCTS?! How many of us out there have busy lives and enjoy the benefits of online shopping...only to be disappointed when you receive your $50 face cream with someone else’s fingerprints in it!? This seems to be a consistent problem here at Sephora, or I just have terrible awful luck over the years. I have received countless items that were blatantly used. The 60 return policy is way too lenient and there are many scammers...someone can literally use a face wash for a month and then return it. There’s really an issue with quality control. Today was my breaking point. I ordered tatcha face wash that was obviously used. And just to make sure I wasn’t wrong, I weighed what was suppose to be 5 ounces of skincare that cane out to be 4.2 ounces WITH THE BOTTLE being weighed as well. Customer service said they will only refund me $28 even though I paid $38. Don’t know why... but Sephora does not do enough to protect its customers. I’m tired of the scripted, non personal, robotic answers customer services gives online and a lot of times via phone as well. I recently decided to look into consumer rights, what constitutes negligence on their behalf, and will be asking the lawyer on retainer at work questions to see if this can be actionable. Sephora doesn’t do enough to protect customers and keeps profiting off of used products. It’s gross, unsanitary, and deceptive/slimy business practice. How can we as consumers protect ourself or prevent this from happening? We CANT! They’ve been doing this forever and it’s upsetting. I work really too hard to be ripped off. So I’m curious.... Who else has this happened too? Share your story. Maybe a class action suit is appropriate. How many times have you received used products from Sephora? Did they refund you, give you credit, points? Have you even used a used product from Sephora and got a rash? Did they ever sell you a used product that was suppose to be a gift for someone? I can’t be the only one who is at this point highly frustrated and feeling incredibly ripped off

[muffin1974]

It happened to me 3 times since 2019. I’m late to this post but I can say that I once ordered a rollerball perfume, package intact but there was no seal, perfume was 1/4 empty. Customer service guy said it was normal for that product (although I’ve had many rollerballs in my life, none like that.) I didn’t want to be a pain so I agreed to just keep the perfume as it was. 

Last year I bought a Cicapair cream in limited edition set of several minis from Sephora, all were intact and fine, but the cream had a clearly broken seal. I didn’t think anything of it because the product itself was totally full. Unfortunately it gave me a terrible breakout. Acne-like contact dermatitis. Previous purchases of the same cream never caused a reaction before. In hindsight I’m speculating that someone ordered it, opened it, tested it (introduced bacteria into the jar) and returned it. 

Recently I ordered another limited edition mini set by Glow Recipe and liked it so much, I ordered the full size Plum Plump serum. Unfortunately, it arrived unsealed and the product is open and low. As in, it is clearly used. The box lid had no seal (I looked online and see it’s pictured with a clear seal on the lid flap when it is new) and the lid flap on my received package is also creased and dented as though it’s been opened. You know how a lid flap on a box will crease and dent when it’s opened? Plus the product isn’t full. But none was spilled in the box, so it was a used bottle. I don’t care how much something gets knocked around in the mail, packaging doesn’t get damaged like that and products don’t go low like that. My other items I had ordered were just fine and the UPS package was in perfect condition so obviously it’s been used. 

I called customer service and they’re replacing it but my goodness, clearly they need to double check things on returns like “is there supposed to be a seal on this box?” And “does this product look full or is it opened and half gone?” I have been a loyal customer at Sephora for many years but I too am absolutely sick of this. I don’t have the time to be going to the store which is why I order online. I don’t want to have to drive out 30 minutes in traffic to return something that arrived used. That defeats the purpose of ordering online. 

I love Sephora and most of the time I don’t have issues. I think Sephora should make a stricter return policy like no returns resold because returned items that have been tested result in breakouts and illness. This is stuff I use on my FACE! I’m not trying to be difficult or dramatic, just saying please stop reselling returned items. I don’t know if this occurred at the manufacturer, or the warehouse or what, but please make sure the products sold are new and untested. 

[Anonymous]

This just happened to me! My lip stick was open and I didn’t really think much of it until I saw the second lipstick from the same brand that had a seal. The worst part is, I used the lipstick that had a broken seal!! So disgusting. And the side of the lip stick container had a smear of  lip stick on it. I can’t believe I didn’t pay attention to it 😞

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@Anonymous wrote:
This is what I’d like to discuss. How about USED PRODUCTS?! How many of us out there have busy lives and enjoy the benefits of online shopping...only to be disappointed when you receive your $50 face cream with someone else’s fingerprints in it!? This seems to be a consistent problem here at Sephora, or I just have terrible awful luck over the years. I have received countless items that were blatantly used. The 60 return policy is way too lenient and there are many scammers...someone can literally use a face wash for a month and then return it. There’s really an issue with quality control. Today was my breaking point. I ordered tatcha face wash that was obviously used. And just to make sure I wasn’t wrong, I weighed what was suppose to be 5 ounces of skincare that cane out to be 4.2 ounces WITH THE BOTTLE being weighed as well. Customer service said they will only refund me $28 even though I paid $38. Don’t know why... but Sephora does not do enough to protect its customers. I’m tired of the scripted, non personal, robotic answers customer services gives online and a lot of times via phone as well. I recently decided to look into consumer rights, what constitutes negligence on their behalf, and will be asking the lawyer on retainer at work questions to see if this can be actionable. Sephora doesn’t do enough to protect customers and keeps profiting off of used products. It’s gross, unsanitary, and deceptive/slimy business practice. How can we as consumers protect ourself or prevent this from happening? We CANT! They’ve been doing this forever and it’s upsetting. I work really too hard to be ripped off. So I’m curious.... Who else has this happened too? Share your story. Maybe a class action suit is appropriate. How many times have you received used products from Sephora? Did they refund you, give you credit, points? Have you even used a used product from Sephora and got a rash? Did they ever sell you a used product that was suppose to be a gift for someone? I can’t be the only one who is at this point highly frustrated and feeling incredibly ripped off

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[Luna62]

This happened to me as well. I purchased the Sunday Riley good genes to the tune of $105 about a year ago and received a bottle that was missing a visible amount of product! I assumed it was just one of those things you buy that just come not all the way filled up! bought my second bottle from SUNDAY RILEY and nope it came all the way full! Really freaking gross and so shady. I've only bought a few more products from Sephora since as I don't really trust the quality anymore. SERIOUSLY the "points" you acquire from Sephora aren't worth wasting money on somebody's pre-used products just buy from the source directly!!!!

[niki172]

I'm sure your company lawyer will be thrilled to listen to this story of "negligence" 🙄. You have to prove harm (either physical or monetarily) in the majority of these cases. No judge is going to give you the time of day about missing .8 ounces of cleanser. The attorney fees alone aren't worth it and if this is the only "proof" you have good luck in small claims court. This is the definition of a frivolous lawsuit. Also if this happens so frequently why continue to shop at Sephora? Plenty of other retailers sell such brands as Tatcha. Your narrative makes no sense.

[RGbrown]

I'm gonna take the opposite side from several folks here, and back it up as best I can with a little evidence.

Fluid ounces and weight ounces are different measurements, yes. But, 5 fluid ounces weighing under 5oz makes no sense, *especially* once you include the weight of the bottle. The weight measurement known as an ounce is roughly equivalent to the weight of a fluid ounce of water (one fluid ounce of water weighs 1.0425oz, to be exact), and in skincare, it's mostly all water anyways...even oils and thickeners are close in density, and aren't throwing off the weight of a specified volume all that much. Unfortunately I don't have new and empty Tatcha bottles to compare, but I have all sorts of other assorted skincare to weigh instead 😋

A new 12 fl oz bottle of CeraVe facial cleanser weighs 15.2 oz. 

A 4.3oz bottle of PC Makeup Remover weighs 5.3oz (and this is a very lightweight bottle). 

A 6.7oz bottle of Exuviance toner weighs 8.75oz. 

A liter (33.8oz) of PM Invisiblewear conditioner weighs 37.8oz.

And PM Awapuhi shampoo weighs 38.8oz.

Poking around my empties and my unused stash for some before and after examples, I come up with these:

Clinique TTDO liquid, 1fl oz, weighs 1.55oz full, and 0.55oz empty (difference, which equals the weight of the product, 1oz)

System Professional Shampoo, 1.7fl oz, weighs 2.3oz full and 0.55oz empty (difference 1.75oz)

Body Shop body butter, also 1.7oz, weighs 2.45oz full and 0.65oz empty (difference 1.8oz)

I'd absolutely expect a new 5oz face wash to weigh more than 5oz in the bottle (especially once you consider that the weight on a scale also includes the weight of the bottle itself). I'd be shocked and surprised if the OP's face wash filled 5oz in a measuring cup.

[GG84]

@RGbrown 

This is not how manufacturing works, I’m sorry. 
Perhaps the USA is different, but bare in mind Sephora and its vendors supply the same products to Canada and the US. Measurements do not need to be spot on:

The declared quantity on a package should accurately reflect the quantity being supplied, so the average net contents of the packages in a lot may not be less than the declared quantity.

The control over production should be such that the individual packages are within allowable tolerances. No more than 2.5% of the lot may have a negative error larger than the tolerance.

The number of packages which may have excessive negative errors is limited. Not more than one package may contain less than twice the permitted tolerance.

This is why warehouses have quality control. Is it possible that the OP product slipped through the cracks? Sure. I don’t use Tatcha so I don’t know if there is a safety seal on the cleanser that would indicate whether it was a return or new. 

[RGbrown]

@GG84 

I never said there can't or won't be variation in a batch or fill level, though I do know it exists....you are right though, perhaps I should have mentioned it. The EU even addresses that to an extent with the lowercase e symbol on packaging...products have to measure out properly within a certain margin in testing in order to display it. Tatcha doesn't seem to use it, at least not on the North American samples I have here, so there's not much point in delving into it.

What I am saying is that I would ALWAYS expect a (properly filled) 5 fl oz product to weigh around/at least 5oz, PLUS the bottle weight. Sure, it could have been a manufacturing/packaging flub, and I never said I assume her product was used...perhaps it was indeed underfilled at the factory to begin with. I do think her product is low though, however it may have occurred. 

[WinglessOne]

@Anonymous  As others have pointed out, to accurately measure your Tatcha cleanser you’d need a measuring cup, not a scale. Most scales that measure ounces are programmed to assume all liquids have the same density as water (which I'm sure the Tatcha cleanser doesn’t), so they use a water weight conversion for everything. So, your scale can’t accurately measure any liquid except water. You need to measure volume instead. 

As for used products: I don’t think this has ever happened to me at Sephora. It’s happened to me at a couple other stores, though. One time, it was a product I bought during an Ulta store visit, which is why I usually unbox products in-store to make sure they’re unused before I take them to the register. Sometimes customers open things up in-store, swatch them, them put them back in their boxes and leave them on the shelf. 😡 I understand how frustrating it is to get a used cosmetics or skincare product. I’m sorry it’s happened so often to you; that’s kinda weird. Though again, some of the products you think were used might’ve actually been brand new. 

[yuline]

Pour the solution into a graduated cylinder (like the ones from chemistry class) and it will tell you precisely if there’s 150 milliliters. Can get 100 ml or 250 ml size cheaply on amazon.

[newcarlee]

Hi @Anonymous, after some more thought I realize you’re “evidence” of used product is flawed. - although I get why you think what you do. I’m pretty sure I know of the Tatcha face wash you’re referring to and it’s 5oz /150mL. Which means the 5 oz is FLUID OUNCE = volume, not weight. Density of water is approximately 1 oz (weight) per fl oz but face wash is definitely more dense than water. Hence it makes a lot of sense that the weight of the face wash would be less than 5 ounces. Now, you may very well have received used products in the past, but unless you have other reasons to suspect, I wonder if your Tatcha face was wasn’t used at all but brand new.  

[Jenx19]

Aemajka, Wow, it sounds like you've had a LOT of bad luck with your products - I'm sorry to hear about that.  I have to say that I've never had any problem with receiving any products from Sephora that were expired or used.  The only issue I had was when I recently ordered a gift set online, and when I received it, two of the products were broken.  I spoke with customer service about it, and the rep explained that it was probably put together using robotics and they've had several complaints about some of the items being broken.  They immediately sent me a new one, and asked that I return the other one to any Sephora store when/if I had the time.  Obviously no charge for the new product. 

      One of my favorite things about Sephora is that they have great customer service, both online and in store. To be honest, if I had as many problems as you have had, I would either buy the product in-store, or shop elsewhere.  Good luck to you!

[BabyFish]

1. The product is sold by volume, not weight.  So weighing it proves nothing. Americans really should learn the metric system.

2. Class action???? As a lawyer, this makes me laugh out loud.  

[Jenx19]

I agree with your comment Babyfish.  I am a bit puzzled why one would need to learn the metric system to understand weight vs volume.  I understand the metric system - if you buy skincare products by the ml it helps!.  No arguments, just commenting.  Happy Holidays 🙂

[BabyFish]

Because OP clearly doesn't know the difference between ounces and fluid ounces.  It would be easier for her if the units of measure were called something different.  

[bonjourcupcake]

I've been a long time shopper, and have never had this issue. Is it possible this is something going on at your local or usual store? If so I would speak with the dept manager.

[newcarlee]

Oof, @Anonymous - getting used products would be horrible! I’ve never experienced it though. But it seems I don’t buy quite as

much as you. Hope you’re able to resolve

your problem.

[Jules1029]

I've personally never had this issue but I understand that would be frustrating! Though isn't Sephora supposed to throw out all opened/used products that get returned?

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[cangirl84]

This was never happened to me (and I have spent a lot at sephora this year), sometimes I got other samples than what I have chosen but I understand they replaced whatever out of stock. Sometimes sephora didn't send me the deluxe samples I have chosen for the promo but an email to the mod here or customer service helped. I don't know why they only refunded you 28$ instead of 38$, that was ridiculous, maybe there was store credit included in payment? Cause you said the tatcha cream was 50$ so I don't understand why you paid $38?

Their return policy is still great and probably it was so good that there were people abused the system. Sometimes I went in store to purchase and got really upset seeing the person in front of me returned used products, bunch of them, come on, when you buy the stuffs you could have asked for samples to use before you open the new bottles, it was such a waste to everyone, and it ruined for other people, like you @Anonymous . It is busy now probably someone at the warehouse didn't pay attention to check the product before they sent it to you! 

I read that sephora is going to change a lot for the program in 2020, for worse, than before, will I shop less at sephora? Probably! Will I still shop at sephora, yes, whatever I couldn't find somewhere, or wherever there is better deal. But overall, I really don't complain, I am not doing sephora a favour, I just shop here because I feel I can find whatever I need here for reasonable price and deals! 

[cianni]

@Anonymous Ive never had this happen, and for a while I was exclusively shopping online. I’ve also never had a problem with customer service, they’re usually really helpful and quick by email and over the phone. 

[kel70]

I did post a reply to this and I don't know where it went, but it is gone! Removed perhaps? Anyways, I will try again. As customers of Sephora, it is only fair to be able to post what we think and how we feel about certain things when it comes to our own experiences with the company. To report someone for posting about an issue is not fair or right, in my opinion. Obviously, this lady, aemajka, is pretty upset with her recent interactions with Sephora and as such felt a need to post more than once regarding the experience. I too have received a product that I thought had been used, but it was close to a month before I had opened it, so I really could not prove it in any way that would be believable. This forum was created for customers to interact with each other about and to Sephora, the products and brands as well as the community that surrounds it. It is not just about posting about positive experiences, but about trying to air grievances as well as giving the company feedback on the customer experience, good OR bad!! To report someone just because they are angry and upset with the customer service and an issue that they may have concerning a product they have purchased or with the quality of the product is just wrong, in my opinion!! How is the company supposed to know that receiving a used product is an issue if someone reports the said post as spam in order to have the post removed? How are other customers supposed to know that others' are having the same issues if someone reports to have the post removed? How is Sephora supposed to improve the customer experience if they don't know about it? This customer is obviously very upset, felt like she was not heard by customer service (and needed to be) so she posted here. She is a ROUGE member, so it is not like she is out to rip the company off for a whole $38.00, now is it? It is unfair to ALL Sephora customers, as a whole and the company itself to report her for "spamming" when it is so blatantly obvious that she just wants her voice to be heard, to see if this is indeed an issue experienced by many (or some) and she wants the company to know it too. I highly doubt that she is going to start a class action over a $38.00 product. If, IF Sephora is indeed sending out used products to people, that could be dangerous and certainly a health hazard and the company SHOULD know about it. It could have just been a mix up or maybe it happens more than we think, but nobody is talking about it and should be. I am not saying that this IS the case but I wouldn't want to get some horrible skin condition because I've been using a product that had been used by someone else. I am sure Sephora is not sending out returned, used products to other people on purpose, but to report someone for not looking favorably on the company is not the way these forums should be used. We all deserve to be heard!!!!!