Chiara E.
Will never buy from Sephora again
I ordered 20 items on 4/18 from Sephora, totaling $451. I received them on 4/22. I kept 5 out of the 20 items and, on 4/23, I returned 15 items. I did not take a picture of the items I returned; I simply placed them all in ONE box and sent them back with the return slip inside the box via USPS, as per Sephora’s instructions. It is now 5/12, and after several phone calls with Sephora, I am being told that only 4 of the 15 items were received in the box and those are the only items for which I will be receiving a refund. I have elevated this to the supervisory and managerial level at Sephora but I was basically told that since there is no photographic proof on my part that I actually placed all 15 items in the box, it is their word against mine that I did not return all the items that I listed on the return slip. So, I am now out over $300 for items I did not keep! I am at a loss (quite literally). I honestly never thought to take a photo of the items. And, had this not happened during a pandemic, I probably would have returned these items at my local Sephora store instead of shipping them back. However, due to Covid-19, I thought it'd be safer to send the return back via mail. But now I'm being penalized. Needless to say, I will continue to fight this matter as much as I can, but it is degrading to be treated as a liar and a thief, and it is also time-consuming and just plain irrational! I have never been treated like this as a repeat customer in good standing. Sadly, I will boycott Sephora from now on. I would rather shop at Nordstrom and Bloomingdale’s, where there is TRUE customer service.