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Sephora C.

Contributor Level

Total Points
102

1 Review by Sephora

  • Sephora

2/26/20

Sephora did something very unethical yesterday to its long time VIB Rouge member. I purchased an item on Nov 2,2019, and the return was received on Feb 20,2019. Instead of a refund, I received an email stating that I will not be given a refund for my returned items. The product was never unboxed nor was the seal broken. I had bought the same product before and discovered it wasn't working for me so I decided to keep the one I opened but return the rest. I called their customer line and I was told because of their new return policy and because it was returned after 60 days I won't be issued a refund. I asked them for store credit and they refused. They told me that I could not even get back the products I purchased with them. So, I looked upon their website for the returns/refunds page that they attached to my email and I found that the policy said

"If you are not completely satisfied with a Sephora purchase or gift for any reason, please review our return, refund, and exchange policies below for Sephora.com purchases and in-store purchases. Products must be returned in new or gently used condition. Sephora monitors return activity for abuse and reserves the right to limit returns or exchanges at Sephora and Sephora inside JCPenney in all instances. Beauty Insider points and spend associated with all refunds will be removed when the transaction is processed. All returns are subject to validation and approval at Sephora's discretion. THIS POLICY IS EFFECTIVE FOR ALL PURCHASES MADE ON AND AFTER DECEMBER 14,2019."

I made them aware that I wasn't aware of the new policy because I shop only online, I never received an email about this new policy change, and also reminded them that it was their system that allowed me to print a return label passed 60days. I also commented that there is no one who would return a product knowing they won't get refunded and the products they purchased confiscated. I questioned since the policy is effective as of Dec 14,2019, and since I purchased my product on Nov 2,2019, would this policy then not even apply? If this is not robbery and Sephora abusing their authority unethically I don't know what is.

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