Sephora Return Policy?/Bad experience :(

astronaut

Well-known member
Hi guys.

So the story is, I bought a Stila Barbie Smudgepot back in October as a backup since it was limited edition. I liked the first one I got but after having it for so long and not even making a dent in it I decided to return my backup and exchange it for something that I will use now.

So I went to a Sephora that I don't frequent at to make the exchange. I had my receipt, the smudgepot was brand new never touched, and when I got to the cashier, she said that since it had been over 60 days, she can't take it back... at all. I knew I wouldn't be able to get my money back, but I expected I was able to do an exchange or get store credit. I stood there in utter shock because I've never had a problem returning anything at Sephora. I'm pretty sure I've returned things that have been over 60 days at Sephora no problem but all of a sudden I can't.

Now I make sure to know the return policy of the stores I shop at. If they have a strict policy like Forever 21, I even go out of my way to make the return in time or I try to avoid shopping there all together (like Neiman Marcus). For places that have a longer time frame, I just take my time and return it whenever I'm actually in the area and have time. I've shopped at Sephora for about five years now and I've always known them to have a good return policy.

I told the cashier that that wasn't the policy when I purchased the Smudgepot and she told me that it was. She showed some part that said "60 days" on my receipt. I was so embarrassed that after glancing over the words "60 days" I just accepted it and left. I assumed that they had changed the return policy on the receipt and I just didn't notice it. She asked if I wanted the thing I was going to exchange for and I said no (pshh I was pissed too!)

When I walked out of the store I took my receipt and read through the policy again and realized that the part the cashier pointed out with the "60 days" said:

Sephora stores will accept returns of Sephora.com and catalog purchases within 60 days of purchase date. The original Packing Slip and Return Form (receipt) must be presented at the time of return.

It talks about purchases from online and catalog being within 60 days, it doesn't mention purchases made in store returned back to the store. I knew I wasn't wigging out because after shopping there for so long I could have sworn I knew their policy.

So I come back and asked another employee about it, she called what I think was the manager, I explained the situation and she calmly said they'll return it and brought me over to the cash registers to process my exchange. She was very nice about it. She told the cashiers to do my return and I ended up in line with that same cashier who denied my return the first time. She took her sweet time with the customer in front of me knowing that I'd be next. They just had a long casual conversation after she was rung up. When it was finally my turn she made a big deal about how they need to be fair to every customer and that my return was only an exception.

After my exchange I had like $1 left so she asked for "your card so I can put the amount remaining back on". So I just grabbed one of my cards and she said, "This isn't the same card you used. It ends in xxxx" but the tone she used made me out like I was a thief or something. Well I don't remember which card I used and it's not like I have the receipt in front of me she could have told me in the first place. Plus I wanted to mention that distinctly remember making a return at Sephora some time in 07 where I accidentally used a card other than the original one I used and I said, "Wait, oops I used the wrong card!" and the cashier just told me, "Oh that's fine!".

Anyway, after I gave her the right card I pressed "debit" on the screen. Then she said, "I told you to press credit. When you press debit it'll void the transaction and I'll have to do it all over again." I don't remember her telling me to press credit, maybe she did but I was just so flustered and embarrassed over the way she was treating me the whole time maybe I missed it... I told her, "sorry, since that's a debit card I thought I should press debit". So after the return I looked over the new receipt expecting for there to be a new return policy stating that returns purchased in store have a 60 limit. It didn't. It still had the same statement about how you have 60 days to return an online and catalog purchase in store.

I'm a person who needs things in writing, not just statements by mouth so being skeptical (and considering I've been able to do returns at other Sephoras no problem) I went and asked the first employee I saw about it. I showed her my old receipt and my new receipt and how the statement did not change. How come the 60 days is referring to online and catalog purchases and not in store yet they treat it like it is? She told me "So what are you trying to get at? That's just our policy. Is there a specific return or transaction that you want me to look at?". Then I just said, "... Well no, I just wanted to know for sure for the future." Seriously, what is up with the people at this store? Why are they so rude in the way they talk to me?

I just... don't know
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obscuria

Well-known member
That sucks, I'm sorry you had to go through that. I would have raised hell had someone treated me that way. Some people just are horrible at customer service. I would personally get in contact with someone higher up (perhaps customer service on the website) and explain to them this bad experience, so they can talk to the people involved and let them know that that type of service doesn't fly. It's pretty ridiculous.
 

Mabelle

Well-known member
thats total balls.
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I hate it when cahiers take the return policy into their own hands and try to shaft you. Sure, returns/exchanges suck to process, but its part of our jobs!

On your receipt you should have an extra paper (or at the bottom maybe) there is a web address for the Customer Survery. Fill it out. Leave your name and email. And leave comments. If you do not leave a comment and all your info it doesnt affect their score. Also, they draw weekly, and you could win a 250$ gc.
Then call Customer Service. If you feel your getting the shaft from them, call back the store directly and ask to speak to the store director.
I know, your pissed off and it sounds like trouble, but the CLI (survey) is absolutely worth it. If they don't score over 85% they miss out on their bonus. Plus, the squeaky wheel gets the grease!

For the record, sephora has no time limit whatsoever to their return policy.
Just keep your receipt. If you dont have a receipt, even if you bought your product 2 years ago, they will simply refund you the current selling price on a gc/ do an exchange and will ask for either a passport or driver's liscence as proof that you are you. With a bill you get refunded full price on your original method of payment, no government issued id required.

Some people are such dicks its unbelievable. But i know, personally, my store goes out of their way to make sure even the craziest people are happy. We shipped someone their crappy free birthday gift after she called and made a huge stink that last time she was there we didnt have any left. She actually complained for 15 minutes on the phone, even though we said we would put it aside until she could pick it up! So we're shipping it to her at our cost. Yesterday, i delt with some snobby customer who wanted her bday gift (again, we're all out!) and was SO mad we didnt have them. I told her "next time you pop into a seophora, no matter when, ask for it, and its yours even if yoru bday has passed" then she asked for a % off her bill because we were out. I was like seriously! This is free! We dont have to do this... When i isaid no, she got even more upset. So i spent the next 20 mins making her custom samples...
So, i can only speak for my store, but thats theway we deal with crazy people... so nice people that have actually been treated badly, we'd obviously go out of our way even more! good luck.
 

kaliraksha

Well-known member
Ugh, I hate snooty salespeople who think you are trying to get something for nothing. Sorry you had a bad experience, I've had great experiences with my past returns. I figure it they take things back opened & used that you didn't like why not anything else?

Though, I do have to say I notice my customer service experience varies greatly depending on what I'm wearing and how "done" I am. Sucks, but that's been my experience =(

I worked for an online store and we didn't have any power or channels to the brick and mortar stores... so try your best to find a contact info for corporate if you want to write about it and include all the info on your purchase ticket (store #, time, date, name of cashier, etc).
 

abbyquack

Well-known member
That is so weird that they don't have their store's official policy on the receipt. Like I guess if they always accept returns, maybe they don't want to make it too obvious so people think they can return 2 years later. But Nordstrom, for example, has "30 days" on the receipt even though we were instructed to ignore that and basically return whatever. They should have some sort of guideline so that customers and employees can both have a set guideline to go by.

Sorry you had such a bad experience, it's totally unacceptable to go in to a store and be made an embarrassment by the sales clerk. Like honestly, that's so rude, they should be grateful for your business in the first place, not make you feel stupid.
 

jrose614

Active member
I don't know, Sephora is getting tougher. We have to show a government issued ID on any return--- in New York City. On he other hand, I did the skin care challenge and didn't like 2 products, I returned the 2 and they ket me keep the free gift- that was cool.
 

Meisje

Well-known member
I'm finding their in-store customer service hit and miss. I've been ditched a couple times in the middle of an employee supposedly fetching something that they have more of "in the back" and waited a long time only to look up and see that employee on the other side of the store, taking her time with a woman wearing more expensive clothes/shoes/jewelery than me.
 

Twinkle_Twinkle

Well-known member
Quote:
Originally Posted by Meisje
I'm finding their in-store customer service hit and miss. I've been ditched a couple times in the middle of an employee supposedly fetching something that they have more of "in the back" and waited a long time only to look up and see that employee on the other side of the store, taking her time with a woman wearing more expensive clothes/shoes/jewelery than me.

LOL - That is not funny but it is so ridiculous that I had to laugh.
 

rhode

Member
That sucks you had a bad experience. There's no excuse for rude. As someone who works in retail I think the SA was probably reiterating the policy she was told to, and she might have resented that you "went over her head" and complained to a manager (edit: I get that you weren't really complaining, just looking for clarification, but maybe she saw it that way). The store I work in bends to the will of any customer who complains loud enough, and as a low level employee it can be rather frustrating to be told to stick to a policy and then have a higher up override it. But like I said: there's no reason she had to take it out on you or act like you were some sort of scammer.

I'm curious now what the return policy really is at Sephora.
 

Bonitinha

Well-known member
I am not a huge fan of Sephora for this reason -- poor customer service. I only go in there if I know exactly what I am getting. They sell so many different lines, and I have found at my location (I realize there are some employees who are great elsewhere) the sales people don't really have a clue about all of the different products. I'd much rather go to a counter where the makeup artists are specifically trained to a certain brand. I'm glad you talked to the manager and got it cleared up.
 

Mabelle

Well-known member
Quote:
Originally Posted by rhode

I'm curious now what the return policy really is at Sephora.


The policy is there is not time limit. If you have your bill, we refund or exchange no problems asked. We always refund the method of payment. If you don't have a bill, we refund the current selling price on a gift card, or exchange for the current selling price. If you don't have you bill you MUST have a government issues ID with an address. In Canada we only accept driver's license or passport, no matter what.
We accept returns from online and other stores, even if we don't carry the product.

The return policy is simple, and i doubt that the SA didn't know it, since as a cashier or SA, its one of the things they teach us first. I think she was just being a bitch. There may be a 30 policy on online orders, but no such thing exists in stores.
 

SUMM3RxBABii

Well-known member
I'm sorry about that
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I find some Sephora employees real snotty at times. I had a bad experience in exchanging something a week ago. I bought something from online during the 15% promotion and tried to exchange for something that is $1 less that the retail value of the item I didn't want...ended up paying $5 because the "promotion is over". -_-

But I don't think you should bring your receipt with you next time. I think that's why I ended up paying $5 more because I brought the receipt in & they went with the in-store price. They usually give you store credit for the item you don't want. Bummer
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astronaut

Well-known member
The Sephora that I go to the most has really nice employees and great customer service. Not saying this is true but this is something that I've observed: The Sephora that I normally go to is at an upscale mall with higher end stores so in that mall, Sephora is pretty much just like the others. At that rude Sephora that I went to, Sephora was one of the few higher end stores so maybe they thought they were hot stuff. That seems to be something I've noticed when it comes to non-upscale malls the most upscale stores are the snooty ones but when those same stores are at a more upscale mall it seems that they are more humble. It's like they are thinking "OMG we're the fanciest store in the mall!"
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Cydonian

Well-known member
I have a few things to add here... just playing a little devil's advocate.

I totally side with you on the return bit, if your return policy is what you state, where is it on the receipt? I believe that by law, the consumer has to be made aware either on the receipt or via a sign in the store that is clearly displayed as to what the return/exchange policy is.

I will say that having worked retail -- there are a lot of crazy people out there. I've dealt with people robbing someone's house (not even joking) and trying to come and return $400 worth of near-new shoes to my store, with no receipt and wanting cash back. Uh, no. Not happening. I luckily denied the return and learned the full story later on.
A few Christmases ago there was a huge thing going where shoplifters would grab peoples' shopping bags in the mall and go to return them at the store. This is why they try to put the money back on the same card it was purchased on... to try and prevent that (though, if their wallet is stolen and the cashier doesn't check ID, it doesn't do much good).

But again, definitely side with you on the return. I've had some issues with Sephora in the past, definitely hit or miss. I think my local store is pretty disgusting to be honest. After Christmas, I returned a Clinique set that my dad got for my mom, as the mascara was straight up gross. It had no pressure behind the pump so the mascara was on the wand in one big gob. It took me 15 minutes just to return it. I had 3 different associates come up asking me the same questions as if I was a scammer. I basically told them that it's obvious what's wrong with it and it's been less than a month since purchase... just take it back already!

It's not just Sephora -- I've had problems at Victoria's Secret (my god, don't get me started...) and recently, Charlotte Russe. I had a friend buy me a cute little bra and underwear set (her and I go lingerie shopping when our fiances are going to visit) and even though the gesture was sweet, there was no way the underwear were going to fit me (way too tiny), so I returned the set so my friend could have her money back without even trying it on and I got a bunch of sh*t from the employee. My fiance spoke up after arguing for a few mins and said "if you can't return this, where does it say that here in the store or on the receipt?". They promptly returned it, no more questions.

Sometimes I wonder if they think the consumer is clueless? And a lot of people are clueless about their rights.
 

cetati

Well-known member
I was told by a Sephora store manager (the biggest Sephora on the west coast---the Hollywood one) that the policy has changed in August. Previously they will just do exchanges no question, but now you have to show a government issued ID. If you look on their online policy it is super hardass now.

Also, there are some jerks at certain stores (ie. the Hollywood one) who won't take returns without a receipt period even for an exchange/store credit, because their merchandise gets stolen a lot or they're a high profile store and they get a lot of crap from sketchy customers. For instance I was able to make an exchange in a store in Century City but not in Hollywood for the same item, same circumstance. This is against policy but what are you going to do? The person who refused me was the manager.
 

euphrosyne_rose

Well-known member
Over the past 6 months I have exchanged and returned countless items at Sephora with not the first hint of a problem. I was astounded to find out that I didn't have to have the box it came in either. Lately I've had issues finding the right skincare that best suits my skin and also certain m/u products that suit so I've exchanged ALOT over the past few months and I haven't had a problem. If I have my receipt, they take it and either do the exchange or refund and if I don't have the receipt, they take my ID and give me the credit on a Sephora card which suits me just fine since I turn right around and spend it there anyway. I think it's pretty clever to just issue a refund as a store credit or refund so they are guaranteed to have you spend it there but it also makes sense if you don't have a receipt anyway. I've read several posts on here from people who have issues with Sephora and their CS but so far I have no cause to complain. I'll call myself lucky!
 

kdd2411

Well-known member
That is terrible you had to experience customer service like that. The sephora by me has always had nice employmees and they have never given me a problem when returning something as long as I have my receipt.
 
the sephora return policy is very flexible. the only times when managers have refused is when they might believe it is suspicious. I had a $285 return back to a client's American Express. She claimed that her husband freaked out about the cost of the items. (of course Sephora has products at different prices ranges). Ok so that is somewhat understandable. I take a glance at the receipt date and her purchase too place on 9-27-2012 and she also got an express service. Here is where i get slightly sad. I asked if the items were used and she said no. she was clever enough to put the items back in their original boxes and the shopping bag. the first item premier cru from Caudalie $150 empty, Laura Mercier powder empty, Urban Decay eyeliner in Perversion sharpened down to a numb, etc. I opened every item in front of her and she remained calm.
she was so ready to swipe her credit card way before i returned all the items.
this woman is a professional returner and i hate to think she does this every time she purchases at Sephora along with getting her makeup done.
lol so basically Sephora is a great place to get stuff for free lol
Another classic return i had was for nail polish and the client had the color on her nails. it was the magnetic nail polish. i guess it was not worth the $22. some of the nail color was even on top of the magnet. lol

what i learn from Sephora is never be ashamed of returning an item.
 

califabulous

Well-known member
the sephora return policy is very flexible. the only times when managers have refused is when they might believe it is suspicious. I had a $285 return back to a client's American Express. She claimed that her husband freaked out about the cost of the items. (of course Sephora has products at different prices ranges). Ok so that is somewhat understandable. I take a glance at the receipt date and her purchase too place on 9-27-2012 and she also got an express service. Here is where i get slightly sad. I asked if the items were used and she said no. she was clever enough to put the items back in their original boxes and the shopping bag. the first item premier cru from Caudalie $150 empty, Laura Mercier powder empty, Urban Decay eyeliner in Perversion sharpened down to a numb, etc. I opened every item in front of her and she remained calm.
she was so ready to swipe her credit card way before i returned all the items.
this woman is a professional returner and i hate to think she does this every time she purchases at Sephora along with getting her makeup done.
lol so basically Sephora is a great place to get stuff for free lol
Another classic return i had was for nail polish and the client had the color on her nails. it was the magnetic nail polish. i guess it was not worth the $22. some of the nail color was even on top of the magnet. lol

what i learn from Sephora is never be ashamed of returning an item.
What in the world did this woman say after being found out? I can't imagine what excuse she could give. I would think you could even call the police in that situation-that's stealing! Fortunately, I have never had a bad experience returning anything at sephora. I'm sure I haven't returned anything over 30 days old but online or in-store I've had no problems. Luckily. I'm simply waiting for this policy to change because it seems to good to be true.
 

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