Sephora customer service

[eldo]

I waited patiently for the $6 soaps to be back in stock, so I could use my freebie $10 gc and try Sephora for the first time.

I like lightly scented, herby, or just unscented products. I purposely ordered something advertised as very natural (Dead Sea soap), but the soap I received smelled completely different than advertised (in fact the smell is so horrific, I put it in a Ziploc after I opened it! DD says it "smells like old lady perfume!")

I wrote Sephora CS, explaining the problem, telling them I'm a first time customer, asking if there was a problem with the manufacturing of this product. Received the automated "we'll get back to you in 24hrs. email." Six days later, I finally receive a real response. The "beauty advisor" stated that this soap should have a "mineral/slightly salty aroma, which may or may not be what I smelled" (hey, did you read my email carefully???) Said that I was welcome to return it if I didn't like it (thanks for that helpful bit of advice). Said that there have been no other complaints about this product but they would forward my comments to manufacturing dept.) That was it.

I was a bit surprised that there was no offer to replace this bar of stink with another one of my choosing, with free postage, as a goodwill gesture. As it is now, when I return the soap, I'll get a small credit card credit, but will be out my $10 gc.

I was hoping to order something I could enjoy. Now I've wasted my $10 gc on this junk. Does anyone have experience ordering from Sephora? Do you think they let me re-use the $10 gc if I ask nicely??

[LocaChica]

sorry that happened. A bit of advice, in my experience it's always best to be upfront about your issue (which you were) and what you EXPECT to be done. In this case, I don't know if you made it clear from the beginning that you'd like a refund/exchange/etc. When we submit a complaint, I'm sure we'd think it would be a NICE gesture if they offered to replace the product. We sometimes EXPECT them to KNOW what we want, which I don't think is fair. They are not mind-readers. (not coming down on you, eldo, just the consumer with a complaint, which many times has been me) I know that LOTS of places forward the complaint to the manufacturer and it stays at that, UNLESS you specifically ask for a refund or compensation.

Having said all that, I think you should write them back, nicely of course, to ask that you be given a refund or exchange. Also, if there's a cs number to call, do that. It's much easier for them to turn someone down by email and less difficult by phone.

good luck!!

[autumn96]

I ordered a Sepora lotion, orange blossom, that smelled to me like suntan lotion. Pleasant enough, but not what I was looking for. I called to ask customer service how to do the return since I had paid almost all of it with a $10.00 GC AND had a free shipping code. I knew they have a postage paid return but it says the original postage isn't returnable so I wanted to know about that original postage.. do they take it out of my return or what. Well since I paid no S&H she said I wouldnt be charged for it.
I returned the lotion, got the original charge credited to my card, and they sent me a $10.00 check in the place of the GC, since they don't do exchanges either.
But usually I guess you wouldn't be refunded the original S&H, which is common of most places.
Hope this helps.