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
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
