SEPHORA — Attraction in Richmond

Purchase a product and requested the receipt to be emailed instead of printed, no receipt was emailed by the cashier. When I had to return the unused product, it was a hassle as the receipt was nowhere to be found in my inbox. I had to go back to the same store and explain to the staff that no receipt was emailed to me, which I already did not want to return to this particular store given that they ignored my request to have the receipt emailed.

They then requested to see the credit card that was charged to do the refund. I explained that my husband had used his card and though I didn’t have the original card on me, I could show the e-card in my ewallet, which I had to set up. She asked in a very unforgiving way that she had to see the original card as if I was in the wrong for not having it on hand. She was also impatient while I asked her to wait for me to set up the card in my ewallet even though there were no other customers in line and there were multiple tills open. She kept asking me if I want it returned as store credit and it felt like she was trying to give me a hard time for making the return. It took me 2 minutes to set up the card in my ewallet and get the refund.

There are plenty of stores that don’t ask to see the original credit card to do a refund, why hasn’t Sephora gotten onboard with this? For a brand this large, would it hurt them to be a little more attentive and less condescending to their customers? They act entitled rather than appreciative of their customers. No apologies were made for not sending my receipt via email. Also, for a company that prides itself on DEI, I don’t see many types of ages or diversity being represented at this particular store. She also asked me the reason for return (in an interrogative way), which for an unused product, I feel is unnecessary. This was at 8pm on a Saturday.

You would think after they made the mistake of not emailing my receipt, they would strive for better service upon my return. I would note that Metrotown and Brentwood locations have better service and staff are more diversely...

I love Sephora. I bought a moisturizer I've been using for the past few years but it was days before a sale... and since recently there was a sale, I was told I could return the item as long as it's 10 percent used. I asked chat repeatedly indicating that I've used just one item from the set and wouldn't have bothered going back to the store, travelling, waiting in a long line, if I just knew how rude the staff was. It's not worth the 10 dollars I'm saving. Lol.

I normally transfer my balms, and moisturisers in smaller containers cause I feel disgusted about using my fingers inside big large bottles. So they asked me why it was used so much and I said so. And they insisted that it's been used a lot by just eyeballing it.

Anyway they advised me that returns are only processed at Sephora stores at the discretion of their staff. And that they will put a note on my profile about this almost like a threat. I've been a Sephora customer since 2014 in another country and this is my first time returning an item for refund. Like. What the hell.

They processed it but I might just keep my online orders online and advise everyone to avoid dealing in with this store if possible unless they somehow get staff training to handle customers a little nicely and not interrogate them as if they're up to something wrong. They weren't even smiling at me. It really felt like an interrogation.

Price match and discounts are often offered by other stores after purchase so if this was also available. I wouldn't have had to travel to return a discount as I bought more stuff during the sale. Just overall disappointed and feel...

This is a looong over due comment on your terrible customer service. Last year, I was returning a lipstick that I used for just once. They accused me that I had almost used up the product. I told the staff that I had just used it once. The staff just perfunctorily smiled at me. I told her if she doesn’t believe then they could weigh the product. It is just the same weight as a new one. She still has not apologized.

Then not longer after that, the second time I visited the store and wanted to return a setting spray as they refused to do a price adjustment for a product I bought not long ago and is still within the refund window. The cashier, who assisted me, informed me that Sephora does not offer price adjustments. She did mention that I could return the product for a full refund, however, I cannot buy the same product at their store again. I asked for information regarding this policy, and a second staff member was called over to address my inquiry.

The second staff member accused me of tampering with the product by suggesting that I had switched the spray content with something else, citing a difference in color between the product and its original contents. I immediately requested proof of this accusation, as I have never, nor would I ever, engage in such deceitful practices when returning a product. The staff member eventually acknowledged that it appeared to be the same product, finally proceeding with my refund. I contacted customer service but they doesn’t seem to fully read my email and is giving me automated and...