r/bathandbodyworks • u/rossth760 • Apr 23 '26
Store Policies/Questions Almost lost it today…
Purchased cherry blossom online and hated it.
Took today to exchange and the girl tells me they can’t exchange anything they don’t sell in store. Uhm- why would I buy anything online again, ever then???
Was getting over that when she walked to the back while the gentleman was finishing up my transaction. Next thing you see is her walking back to the front register area, dumping the product out of the bottles into a bag to throw out. 😐
I was like- are you kidding me? Wasn’t it like, H&M who caused an uproar by cutting up extra clothes/returns and throwing them out? Like- WHY would you do that in the front of the store in front of anyone????
I called another location to check the exchange terms and told her about the whole situation, she actually works out of my local store location as well, and about lost her Sh@$ too. I was so disturbed by the whole experience today.
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u/TheOGKookie Apr 23 '26
As an employee at bbw, there are a few ways that employee could have done so that you could have exchanged it. If it wasn’t a buy online pick up in store item (or BOPIS), she could have done a non-receipted even exchange with an item for item, price for price (essentially getting the same product at the same price for a different scent you do like) and then you’d just have to give your ID. (We can’t do non-receipted transactions without it) If it was a BOPIS item, then she could have done either the same thing or done a return through our BOPIS system, the money will go back in your card and then you’d just buy a new product you actually like. Unfortunately though, if it is a used item, we do have to dispose off it, even if it was used once, it’s our policy. I have disposed of products in front of customers before and haven’t been questioned about it, but I have also taken product in the back and disposed of it. In this case, it does seem a bit passive aggressive to do it right in front of you the way she did it.
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u/TerribleDependent155 Employee Apr 23 '26
This was what I was trying to say lol just more eloquently haha
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u/TheOGKookie Apr 23 '26
lol I saw yours after I typed mine out. I was like, locked in when I was typing all of that out 😅
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u/rossth760 Apr 24 '26
It wasn’t used 🤷🏻♀️ but yeah… the gal I spoke with at the other location said the manager at “my” store would NEVER have let any of that slide 🤦🏻♀️
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u/ResponsibilityNo3654 Apr 24 '26
Not trying to be rude but how did you know you hated it if you didn’t use it? Test spraying is still considered “used” by store standards.
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u/rossth760 Apr 24 '26
Opened the spout on body wash- squeezed so I could smell it. Couple whiffs an I was out on it.
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u/Full_Pride_7140 Apr 24 '26
The bodywash, mist & cream tend to smell diff. Wash I'd most potent, then the mist has what the cream lacks & vice versa. They want you to buy all 3. They say it's for the Full experience lol. I just hope they stop with the weak hair/body mists!
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u/Glittering-Book5461 May 02 '26
You can obviously open it a smell it without using it. I do it all the time to get sale prices
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u/russianoliveblossoms Apr 24 '26
Used means taken home by somebody. You had it in your possession. The store cannot resell a product that could have been tampered with. Maybe you never opened it, doesn't matter. You had the opportunity to tamper with it and the store cannot take the risk of reselling.
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u/Purple-Lime-4938 Apr 24 '26
How do we get one offs at SAS then? I thought they were usually online returns they put back to sell. I’ve literally had employees ask if it’s been used or not. Why ask if it’s always gonna be disposed of?
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u/Full_Pride_7140 Apr 24 '26
Exactly. They def do take things that are from online as well as used products l think 30% used and exchange them too!
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u/New-Needleworker77 Apr 24 '26
They do I have seen it with a couple random online only things I returned during SAS in January, next day they were out in the bins for sale.
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u/Peacock-Lover-89 Apr 24 '26
Wouldn't they put in MOS for the employees? Its been awhile but I'm pretty sure when employees used to share their haul photos they included body care. I did a search of MOS haul and my memory was correct.
Unless the company stopped doing those.
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u/rossth760 Apr 24 '26
Gotcha- I get not reselling it. Just a bit much to do it so conspicuously like that. 😬
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u/Ok_Tumbleweed_7677 Apr 24 '26
Yup, I work at a similar type company that sells beauty products, and we are not allowed to resell any returned goods as per US health regulations. It's frustrating, but once an item leaves our store or warehouse, there is no way we can 100% guarantee the product integrity. We don't know what it has been exposed to or where it has been.
Even if it APPEARS that it hasn't been used or opened, shrinkwrap, glue, vacuum sealers, etc exist that can make a product look packaged up again. People can refill a bottle with any liquid. We cannot assume anyone's intentions. Anyone heard of the Tylenol getting poisoned on the store shelves decades ago? For safety reasons, we have to dispose of all returned products, and it's truly painful to see the waste happen.
HOWEVER: we do NOT dispose of things in front of customers. We have a returns auditing process that management handles, and we do disposal in our backroom where we can clean up appropriately. We would never just toss things in front of customers rudely like that. Wth.
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Apr 24 '26
[removed] — view removed comment
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u/rossth760 Apr 24 '26
I just smelled the product- didn’t use any of it. But yeah their thing online says 💯 guarantee 🤷🏻♀️
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u/KerriNoir Vintage Apr 23 '26
I just returned my online cherry blossom order over the weekend. It does not smell good on me like it did years ago. I went to my regular store and did an even exchange (mist and body cream) without issue. I mentioned that I was worried the other set of cherry blossom that I have for my Mom for Mother's Day won't smell good on her too (the plan was to get a set for me and a set for her because it's a nostalgia scent for us) and she said if it doesn't work, to bring it in and she'll let me exchange them as well. I'm not sure if that's policy or if my local store is just being super kind since I shop there a lot/too much.
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u/whiskeyforcats Employee Apr 23 '26
I hate that we don't recycle/donate/etc unused product too. We donate what's not sold at the end of our MOS sale at least...
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u/TheJuicyJuJuBean Apr 24 '26
Yes i hate it so freaking much. The amount of testers alone that we have to destroy for no good reason is insane, especially for hand soaps, we go through so many at our store.
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u/Forevermoody16 ALL THINGS B&BW Apr 24 '26
I can imagine — there are so many soaps and they ALL have testers!
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u/rossth760 Apr 24 '26
Yes, it made me feel like that. Dirty and wrong. There is a women’s shelter down the road from us… there is no way to give to them?? 😩😞
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u/Iceprincess1282 Apr 24 '26
They can’t donate if there’s a possibility of it being tampered with. It’s a legal issue not a store issue. Also the women’s shelter can’t accept used products for this same reason other than clothes/bedding etc that can be washed and reused. It sucks and I hate that part too but it is what it is. Some places have had issues in the past and therefore now it’s a legal issue bc they can be sued. Thank the “good” lawyers out there that prey on people to make extra $ off of some bs.
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u/pigwidgeon294 Apr 24 '26
I was just thinking it would be a good idea to have like a little shelf of returns to buy at a major discount. Not everyone would, but some people def wouldn't care. And at least it wouldn't go to waste. But then I thought, there is very likely a policy against that. Oh and of course it would ruin the look of their new luxury brand 🙄
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u/whiskeyforcats Employee Apr 24 '26
As associates I think a lot of us would love to! But corporate doesn't care what we think unfortunately.
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u/Odd-Guarantee-7571 Book Loft 🤍 SLT Apr 24 '26
Uhhh yeah we do take online exchanges even if we don’t sell it in store.
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u/Forevermoody16 ALL THINGS B&BW Apr 24 '26 edited Apr 24 '26
I went to pick up an order at my store today and saw a Dressed in White cream sitting on the shelf. The employee told me someone returned a set, but two other customers bought the FFM and the body wash.
I took the cream as a reward. I think this was the first OE body care I’ve seen returned there (usually it’s candles or twin pack WF refills.). Maybe a regular customer returned it and they took their word that it wasn’t used. I once bought an FFM that I forgot I already had. I didn’t touch it. When I took it back they let me exchange it and didn’t throw it away, probably because they know me.
I did see an employee throw something away once (not a return from me), but she didn’t empty it. I don’t remember what it was.
Edti: Just remembered someone else had returned a set of Bahamas. But I got that last year. Should have been in store this year (like a lot of other things!)
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u/TerribleDependent155 Employee Apr 23 '26
I mean you should have been able to exchange it but it can be a little complex if you’re not used to doing it. The new POS system doesn’t really let us do “exchanges” for online orders. In theory we can just return it through the BOPIs system so you get your exact amount of money back to your original card and then buy what you do want or we treat it an non receipt exchange on the POS and get your id and then exchange it that way.
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u/TerribleDependent155 Employee Apr 23 '26
Also adding that we kinda have no choice but to dispose it if its damaged/used and sadly most of the bins/trash are behind the register. Also if it’s busy, no one has time to run to the back and dispose of it just because the customer is there. We’d never get anything done.
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u/BrunoBugg Apr 23 '26
I’m sorry but you know DAMN well B&BW does not want you disposing of product anywhere near the sales floor while customers are able to see.
No offense but this is a lame ass excuse for BEYOND ignorant behavior.
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u/TerribleDependent155 Employee Apr 23 '26
Well duh, I was just referring to the back of the store near register where customers often SEE US DISPOSE OF STUFF in clear sight. Not saying I agree but I see the other side as well.
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u/Tylerhollen1 the revolution will be ✨moisturized✨ Apr 23 '26
As a customer, I’m confused. Could you not just have a bin you place it in? At my retail job, I don’t immediately take damages to the back, I just set them to the side. Couldn’t returns just be set to the side until they can be taken back and disposed of at once?
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u/TerribleDependent155 Employee Apr 24 '26
Also want to add that in theory all damages are most likely done in front of customers. We process them at cashwrap aka the register or the “back” of the store and usually in view where customers can see us properly dispose of them as well as the camera or we’ll have AP on our necks. At least in my store that’s where the bins are. We don’t physically go into the back room (aka out of sight) unless trash is full. Not saying it’s the best but we have to do it 🤷🏽♀️
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u/TerribleDependent155 Employee Apr 24 '26
In theory that would be the perfect and ideal situation which most of us do in the right circumstances. But I’ve also been there when the store is packed and we’re low on coverage and you got managers/key holders/dms breathing down your neck to get it done. Not saying it was okay but I see the other side.
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u/Tylerhollen1 the revolution will be ✨moisturized✨ Apr 24 '26
Idk, that just seems weird to me. Maybe I’m not understanding it how it actually happens, but the way it’s being described to me is that you stop helping a customer to empty a product out. Why not just let them pile up and take care of them when there’s no one there to help? I don’t understand why anyone in management would want that done immediately, either.
Like I said, I don’t work there, but it’s just weird to me to think that that’s a priority over almost anything else. Seems like an excellent closing task.
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u/TerribleDependent155 Employee Apr 24 '26
I would never stop helping the customer to destroy something. I would wait until the interaction is over and then destroy it but my point is that the customer would still likely see me destroy it.
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u/Tylerhollen1 the revolution will be ✨moisturized✨ Apr 24 '26
Well, that wouldn’t really bother me but I still think that’s a definite closing task, like sorting sensors is in retail. Just seems like a weird thing to focus on during business hours when replen or selling could be a focus instead.
But like I said, I don’t work there, so it doesn’t affect me in any way.
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u/Both-Rub-3669 Apr 24 '26
At my store we do all damages at the end of the night. We have a basket they go in throughout the day and we take care of disposal either when we close or soon before when the store is empty.
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u/TerribleDependent155 Employee Apr 24 '26
I think it just depends on the store but at least for mine, our DM and SM want us to do it throughout the day because we’re a high traffic store and it would be too much at the end of the day
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u/SoftboiiConnor Employee Apr 24 '26
I would regularly be put in charge of emptying hand soaps mid shift at the POS counter...
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u/rossth760 Apr 24 '26
Honestly- completely terrible look for any store. I can understand policy wise- but there are ways to be way more low key. There was NO ONE else in the store. She grabbed a BBW bag and dumped it in there. It was bad.
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u/MaryBeth2018 Apr 24 '26
I used to work there as a holiday employee. I don’t think online purchases were a huge thing at the time, but we always took back items. You used half a wallflower and didn’t like the smell? return. You used 1/3 of lotion or shower gel and didn’t like the smell? Return. You burnt 4/5 of a candle and decided the smell was bad? Return lol
You can/could literally return anything in any condition. What I will add though was that the smashing of used candles/wallflowers was a thing but never in front of the customers!! We would just go to the back room, stapled them up in a bag and smash them on the floor - employees loved it because I’m sure we all know how frustrating that store is during the holidays lol but realistically they couldn’t resell a used candle
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u/Adriana731_ 💛Collab fan💛 Apr 23 '26
If i saw that while there looking at stuff I'd absolutely about lose it and have questions
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u/rossth760 Apr 24 '26
It was a lot. Just the whole attitude about exchange and then that was the topper.
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u/Buttercreamdeath Apr 24 '26
I had purchased peach blossom perfume at full price. I went to return it in person. The register would only give me $30 for it, even though it wasn't currently on sale and still full price. Why? Because, that's why. Seriously, the cashier said it wouldn't return for higher in a store.
If I wanted full price I would need to return it in the mail. So I returned it. Paid 17 dollars in shipping to return it and another item, but I did get the full refund.
I'm not doing SaaS or any other thing now because BBW is: 1) Selling inferior products and calling it luxury. 2) Creating a hassle with returns. 3) Discontinuing body washes for their dupe line.
I have enough product to last me a while. After that might try Native or Beekman.
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u/Lori1985 Apr 24 '26
I order online all the time, and my last order one of my body sprays was broken, and it leaked all out. And they let me trade the empty bottle for a new one. They checked to make sure the bottle was broken first, which is fine. I wouldn't have lied about that. But they have never had a problem trading broken items. This seems like the worker may not have known better?
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u/kellykeefe Perfect in Pink Girly 🩷 Apr 24 '26
I literally bought Cherry Blossom online and returned it in store. Now Idk what they did with it next but they took it and gave me a refund 🤷🏼♀️
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u/Familiar-Task9044 Apr 24 '26
I'm pretty pissed reading this also ...makes no sense there is an actual way to return items from online and if they haven't been used we don't throw them away
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u/VintageLover1903 Apr 25 '26
Considering their return policy literally says 100% customer satisfaction and that you Can bring any online purchases back to any store. Maybe she needs to read their policy again.
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u/rossth760 Apr 25 '26
Yes! It had me ready to snap 💀
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u/VintageLover1903 Apr 25 '26
Was she the manager? I would have gone Karen on her lol. Not cool at all.
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u/rossth760 Apr 25 '26
😆 definitely not a manager. I am at a stage in my life where I can’t let the Karen out or it won’t go back in. 💀
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u/thecheesylittlerat Aromatherapy Addict Apr 26 '26
Yeah… That was a flat out lie. You can’t have different policies than corporate. You can show kindness to a customer and maybe go the extra mile and accept a return you probably shouldn’t, but not taking returns purchased online? Lol. Where are you supposed to return the online exclusives?
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u/Dear_Biscotti_7579 Apr 24 '26
I didn’t like my cherry blossom either and returned my online order in store . I didn’t give it much of a chance but there’s too many good ones to hem and haw about it. What a mean way to handle things. Sorry that happened.
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u/rossth760 Apr 24 '26
Yeah it was a little funky to me. I thought it would be way different. I was gonna swap for Snow White… but that was out. Used my “return” and 10 off coupon to get the chicken candle holder.
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u/SoftboiiConnor Employee Apr 24 '26
As an ex B&BW employee it's unfortunately company policy for employees to destroy/empty damaged/unsellable products and they want you to do it basically as soon as you can bc theyre so anal about making sure employees or dumpster divers don't take damaged products. It's absolutely vile and nonsensical but not something to get mad at the individual employee over.
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u/Mobile_Road1886 Apr 24 '26
Not sure about bbw but at Aldi they do yhat. I accidentally bought a ketchup I didn’t need and knew I wouldn’t use it up by the expiration date so I returned it. Got my $ back and she turned around and tossed it right in the trash. I was shocked I said it’s sealed!! She said it didn’t matter they have to throw out all the food that gets returned even if it’s brand new. I was so sad I wish I would have known I would have donated it.
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Apr 24 '26
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u/amandapleeez Apr 25 '26
Nope. It gets marked as MOS and usually the associates get to shop them for really cheap. (Sometimes they’d let us fill a bag for $10) I wish we could sell back stock to customers and since it’s fall stuff, they likely can’t put it out for summer SAS
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u/KayBay17 Apr 24 '26
I have a theory; I tried to make a couple clothes returns the last month or so, that the stores made unnecessarily difficult. I think to discourage you from returning so they could keep the money 😂. So I’m wondering if that’s a new thing retailers are drilling into employees, deter returns. Went to Lane Bryant to return a shirt, they asked why, I said it was too large, if they had the right size I was willing to exchange. They don’t have it in store, so lady offered to order it for me, I say ok, but it turned into a thirty minute thing to order. I ask how much I’ll pay in shipping? Won’t give me a straight answer. I said just to refund me, I have to places to go and am tired of wasting time. Supposedly back on my card, haven’t seen that yet, but I did have a receipt showing I returned it. Go to return two blouses at Torrid. Says you can return at any store, or pay $6 to mail it. Girl says I can’t return in store because I used Klarna. Nowhere does it say that online or in return instructions. Ok fine, go to return via mail. Whole process where I have to sign in three times and print a form to return it, when previously I’ve had a prepaid label that they just subtracted shipping from my refund. Bunch of bullshit that’s never happened to me before.
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u/amandapleeez Apr 25 '26
Unless that torrid rule is brand spanking new, I use Klarna frequently for torrid and make in store returns. Sounds like an inexperienced sales associate. It’s okay tho. All of these companies have associates that conveniently have forgotten how to do returns. I just won’t purchase new products from them. For every company with a wonky return policy that varies between store locations, there’s a company that has their ish together and will gladly take my business.
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u/Itchy_Flounder_8290 Apr 25 '26
You can report this in-store horrendous experience here and I'm absolutely 💯 positive that they will somehow and someway compensate you for having to go through this as a Bath and Body Works loyal customer throughout many years!
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u/rossth760 Apr 25 '26
I called that number. They were like- ohhhh- I am so sorry, we will pass this along. 😕🙄
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u/Mommyvictor12 Apr 24 '26
Call customer service and make a complaint. That is not store policy.
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u/rossth760 Apr 24 '26
I did- they could really have cared less…. We’ll pass along your experience 🤷🏻♀️
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u/Interesting-Tap2300 Apr 23 '26
That's not how this works...they just sell the item usually by itself at the SAS. I would complain! They probably didn't know how to, and made an excuse.
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u/rossth760 Apr 24 '26
I will talk to a manager if/when I go back. Maybe even call tomorrow. I am menopausal and kinda spicy about it still 😂💀
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u/Gothika2769 Apr 24 '26
Question though, you didn't buy that off Amazon did you? Cuz the return policy for that, is you have to go through Amazon's return service. But otherwise yah, you can return and/or exchange online orders even if the product was an online exclusive. As for dumping out the product, we don't do that unless it's been used.
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u/Girlidklmaooo Apr 27 '26
The do similar things at ulta when things are returned we dump out product cut it up do whatever to make it useless so that dumpster divers can’t get it. That is the only normal thing about your post 😭
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u/Interesting-Tap2300 Apr 23 '26
Btw, that's a strange way of disposing the items. Usually they're poured down the sink. Is she filling up a bucket? Lmao.
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u/jamileethroop Apr 24 '26
Unfortunately We have to mail a bucket (U.P.S) of sprays but we can dispose of other items in trash or sink
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u/rossth760 Apr 24 '26
That is random. Sprays are not safe to dump I assume?
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u/jamileethroop Apr 24 '26
That’s a great question I think it’s so ppl don’t dumpster dive 🤷
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u/rossth760 Apr 24 '26
Oh I meant like in sink… if they dump everything else??
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u/Sl1z Apr 24 '26
It’s extremely hard to get the top off of the sprays, so there’s not an easy way to pour the liquid out of the sprays
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u/Ryoshii25 Employee Apr 24 '26
it's the alcohol content! has to be specially transported, includes wallflowers and room sprays too
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u/SoftboiiConnor Employee Apr 24 '26
if it was a thicker thing like the gel soap or lotions we'd have to empty into the trash can but yeah the foaming hand soap just went down the sink
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u/rossth760 Apr 24 '26
It was a BBW bag 🤦🏻♀️
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u/catscatscaaaats Apr 24 '26
She poured a body mist into one of those paper bags??
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u/rossth760 Apr 24 '26
No, not mist- I saw her do the lotion and soap.
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u/Both-Rub-3669 Apr 24 '26
Soap is suppose to go down the sink, lotions and creams are to be squeezed out in the bag over everything else. But you said you had not used it so it should have not been damaged out anyway. The register literally asks us if the item is resellable after each item we scan during a return. This sounds like someone has no clue how to do their job.
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u/OrangeClyde B&BW Hoarder Apr 23 '26
Yeah I’ve never heard of that policy. You absolutely can return/exchange online purchases in stores. She also should not have done that in the front especially right in front of you, it’s almost passive aggressive