Sephora Sold a Sealed Chloé Perfume That Leaked Before Opening
I purchased a Chloé Signature Lumineuse Eau de Parfum 100 ml from Sephora’s online store with my order numbered 8004832995, and the product was delivered to my address in Gaziemir, İzmir, Turkey on 07.11.2025. I kept the perfume in my cupboard for a while without opening the box or removing the cellophane. Around 16 days later, I noticed a strong perfume smell in the area where the product was stored and checked the box. When I examined it, I saw that there was leakage from the perfume bottle even though the cellophane had never been opened. Although there was no visible crack or break on the bottle, it was clear that the perfume had slowly leaked. Following this, I contacted customer service both by phone and by e‑mail and explained the situation in detail. However, I was informed that they would not take any action regarding the product and that they believed the problem was caused by me. It is unacceptable that a leakage occurs while the product is still sealed in its original packaging and that the responsibility for this is placed on me. To remedy this situation, I request that the same product be replaced with a flawless new one, and if this is not possible, that the full price of the product be refunded to me.
Unfortunately, when I reported my problem in a timely manner, they did not want to physically inspect the product; they only told me to take a photo of the product and send it. Now, as if mocking me with a stalling policy, they say that if you haven't thrown away the product (the email wording is exactly like that), they want to physically examine it. Since I, of course, did not keep it because I had previously received a negative response, we were told that because the product is not physically in our possession, they cannot start the inspection process and therefore cannot provide any remedy. What a shame.
On the date I first reported the issue, I was not asked to have the product physically inspected; I was only requested to provide photos of the product. At that stage, I was not given any guidance regarding a return, shipment, or the need to retain the product. After some time passed, citing previous negative feedback as a reason for not keeping the product in my possession, it was now stated that "no action can be taken without a physical inspection of the product." This clearly contradicts the guidance given at the initial stage of the claim. The fact that the product's gelatin leaked even though it was never opened is a clear manufacturing/packaging defect, and the failure to initiate the inspection process promptly and the provision of contradictory information is entirely the seller's responsibility. Therefore, placing the burden of the grievance on me is unacceptable. I request that the seller's erroneous guidance and the delay in the process be rectified, that my claim be re-evaluated, and that a solution be offered in accordance with my legal rights.
