Written by Pepper B
Last week Ulta employee does a tik tok video to bring “awareness to what typically happens with products when they are returned. ”The video show’s Bianca Ann Levinson disposing of goods when they come as returns. The video shows Bianca disposing several full sized or roughly used items in to the damage bin while addressing her frustrations.. This raised concerned for people eagerly watching. After reading the comments so many people consider this to be wasteful but the question is, is it wasteful or being precautious?
see thoughts below after we catch you up to speed:
BuzzFeed spoke to Bianca, who said she posted the video to spread awareness about what really happens to returned products. "I was truly shocked that this is how returns were handled," she explained. In the video, Bianca uses scissors to scrape unused eye shadow off of a palette and into the trash.
Discarding returned products is called "damaging out" in the industry, and Bianca said that when she first got the job, she had a hard time doing it to so many products — like the brand-new Kylie Lip Kit she had to ruin in the video. "As time went on, I learned why it had to be done and it didn’t bother me as much. The main reason why things are damaged out is because of the possibility of cross contamination. If a seal is broken, even if it is unused, we have to either destroy it, send it back to the vendor, or send to DC where it can properly be discarded," she said.
"When I work the register, I can honestly say about 45% of the people who come in that day are returning things. About 30% of the product returns are able to be put back on the shelf and the other 70% have to be damaged out and properly taken care of. We most definitely have over $1,000 worth of returned items per week. One time, I had a customer come in and return more than $300 worth of makeup that had to all be thrown out," Bianca said.
First video of bianca walking tic tok through the process.
Souce @Esteelaundry
Second video of bianca showing the condition of some of the palettes.
Here are my thoughts after working in the beauty industry for many years in all sorts of environments you see it all. I’ve worked in several layers of beauty which gives me different perspectives. I was once the person who damaged the returns. I was also once the person who looked at returns to identify how it represented a factor in the brands productivity. When it comes to returning items, it’s no mystery stores depose of items that are being returned. However this is not something that happens to just one retailer. Several companies use this method to get rid of items that are being returned. Some take additional measured to ensure the products are thrown away safely. Watching this video takes me back to one of my first beauty retail jobs I remember feeling this same concern with products being returned and going to waste. Until one day I had someone return a strivectin cream. This took place when strivectin was the most sought after neck cream you can purchase for anti-aging. I asked the customer “was the product used” her response “No it wasn't used I just had a change of heart.“
After returning her “unused item” in the box. Something in my gut told me this was off. I opened the box, open the jar and the cream was PINK. There was no need to put my face close to the jar in order to realize she refilled the jar with Johnson & Johnson baby lotion. This product was visibly unused the box didn't look tampered with. Generally an item like this would return to the shelf because it was not used. In that very moment my concern for why this process took place went away. This happen over 10 years ago so I can only imagine how innovative the returners are now. Safety comes first, What it typically cost to make a product vs. what it’s sold for I’m sure returns are factored in the overall cost of the goods. If disposing of goods does not hurt and or will help prevent some else from buying another person return I think this is the safest option. You truly don't know what happens with that product once it leaves the store.
One of my biggest concern is what happens to the waste when it’s done. Is it recycled? (some retailers do ) For a large majority chances are it’s not. This creates a lot of unnecessary waste.
My other question is if Bianca is aware of this method that takes place and understands why. What exactly is she bringing awareness to?
