This review is specifically for the Lancôme beauty counter.
I visited the Macy's store located in North Park Center on 12/29/2017 between 3-3:30pm.
I received the Lancome Holiday Beauty Box (10-pc set) as a Christmas gift. I BARELY used 2 of the 10 products just to try it, but overall wasn't happy with the set. When I went to the Macy's store location to return the item, which had a return label on the package, the woman at the Lancome beauty department first asked if I used the set. I told her I did. She then told me I couldn't return the set because it was used, and that it had to be brand new and unused in order to initiate a return. She also mentioned something about a restocking fee. I kindly let her know that I've returned a used product to Shiseido before without any problem, and she told me that it's because it's a DIFFERENT DEPARTMENT.
I stepped away and checked the store policy online, which said that gently used makeup and skincare products may be returned. In addition, I called customer service who confirmed that I should be able to return the item to a store without a problem. The woman on the phone suggested that if I wasn't able to return the gift set at this Macy's, to try another Macy's location. I wasn't going to drive to another Macy's just because one store is refusing to honor their own return policy...is this really their suggestion to solve the problem?
After about 30 minutes, I returned to the Lancome counter and met with a different woman (who witnessed my first attempt to return the gift). I let her know that I called customer service and checked the policy online, so this time she tells me I can't return the Lancome holiday set because it's a gift with purchase. She says in order for me to return the gift item, I'd also need to return the original item purchased. She said since this was given to me as a gift, and therefore I don't have the original item, I can't return it all.
I let the woman know that it would've been better if they had 1 solid reason for me being unable to return the gift, not 2 different reasons. By this point, I was tired of trying to talk to the women at the Lancome beauty counter, so I thanked them and walked away.
Once again, I called customer service and asked them about returning a (purchased) gift that was part of another purchase. And once again, they told me I should have no problem returning it at the store for store credit.
Now, I'm looking at the Macy's website and see that the Lancome Holiday Beauty Box is available for purchase for $63.50, not part of a purchase gift for purchase deal that I was originally told by the woman at the Lancome beauty counter.
So, by this point, I sent a message to Macy's over Facebook. They were able to locate the original receipt with the return label number that I provided to them. They confirmed that the purchaser did buy the beauty box for $63.50, not as part of some deal. The customer service via Facebook forwarded my contact information to Lancome management. Its been a week and I still haven't heard anything.
Apparently, I'm not the only one with this sort of problem. This is probably one of the reasons why Macy's is having to close so many stores. By now, it has nothing to do with getting store credit. This whole back-and-forth is just laughable. This is why I never shopped at Macy's to begin with. read more
