Sephora

I ordered an item that was supposed to come with + bonus It came with bonus items of an entirely different product (which wasn't what was advertised) I emailed them asking them to send of the proper item I received an email back telling me to call to speak with an agent I called, and the woman in the call center told me that I'd already spoken with someone (which I hadn't) and that I had to go buy a box to send back the incomplete item that they'd mailed me, and after they received it, they would send me again the one I'd already paid for (which ultimately would be weeks after I paid for it) When I asked her to send me a box since I didn't have one, she hung up on me I've never been treated so rudely, and I can't believe that they think it's okay to charge me for something I did not receive Taking money from someone without providing them the product you promised is called stealing in most places

Initial Business Response / [redacted] (1000, 19, 2015/05/20) */ Below is a copy of the email this client was sent today, 5/20/I will attach to this Revdex.com submission the same image this client was provided Thank you, __________________ Dear [redacted] , Thank you for contacting Sephora.comWe received the complaint you submitted to the Revdex.com and appreciate that you have brought your concerns to our attention so that we may assist you further We know that this has been a long process for you and we thank you for your continued efforts and patience while we researched the incident Per the information shown in attached image, as of 3/23/two refunds were processed to the credit cards that were used when you requested the purchase of a Sephora Gift Card by phone; the first was for $and the second for $- totaling $ If you have not already done so, please contact the issuing bank of each credit card to verify the date of our refund and the amount refunded If we can assist you further, please contact us again by replying to this email or via phone at 1-877-SEPHORA (X-XXX-XXX-XXXX) Regards, Sephora Client Services Initial Consumer Rebuttal / [redacted] (2000, 21, 2015/05/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/03/25) */ Due to the detail and large amount of information provided to this client, below is the email this client was sent today Dear [redacted] , We received the complaint you filed with the Revdex.com and appreciate your bringing your concerns to our attention so that we may assist you further As a one-time courtesy we have refunded item #XXXXXXX from order #XXXXXXXXXX to the Master Card used ending in [redacted] for the amount of $- this amount includes the purchase price of the item with your discount and all applicable taxes paid for the itemThis refund will reflect back to your Master Card within - business daysWe regret to inform you that we cannot refund you for more than you paid for any item and as such, we can neither provide you with a refund of $for the item nor $for your time, as requested in your complaint Upon review of your account, we have determined that this is the forth order from which a return was sent to Sephora but was not receivedDue to the uncommonly high frequency of returns not being received back to Sephora we regret that we are no longer able to accept orders from you at Sephora.comWe invite you to shop in one of our many physical Sephora stores as many of the larger locations offer a great number of products found on Sephora.comPlease know that this is a business decision that we feel is best for all involved and we are unable to make an exceptionWe apologize for the inconvenience and thank you for your understanding Please see the information below regarding your previous ordersThis information will also be provided to The Revdex.com for clarification Order Date:6/28/ Order #XXXXXXXXXX Refunded for item #XXXXXXX - This item was not received back to our distribution center Refund amount: $ Order Date: 11/9/ Order #XXXXXXXXXX Refunded for item #XXXXXXX - This item was not received back to our distribution center Refund amount $ Order Date: 12/15/ Order #XXXXXXXXXX Refunded for item #XXXXXXX - This item was not received back to our distribution center Refund amount $ Order Date: 1/1/ Order #XXXXXXXXXX Refunded for item #XXXXXXX - This item was not received back to our distribution center Refunded for item #XXXXXXX - This item was not received back to our distribution center Refund amount $ If you have any questions regarding the information contained in this email or as they may relate to other inquiries, please do not hesitate to reach out to one of our Beauty Advisors by calling 1-877-737-1-(SEPHORA) Regards, Sephora Client Services

Initial Business Response / [redacted] (1000, 5, 2014/11/25) */ Dear Valued Client, Upon investigation, we found multiple online accounts linked to your email address, [redacted] @gmail.comWe were able to find multiple past orders in which you have utilized our promotional Gift Card more than onceThe promotional offer was one Gift Card per Beauty Insider clientBy creating multiple accounts, you were able to obtain multiple gift cards and attempted to apply them to purchase your online ordersAs this is in violation of our policy, we are unable to accept any further online orders from youFor your future Sephora purchases, we ask that you visit a Sephora store Sephora.com Client Services Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not sure what other accounts related to my accountif there are, why not you lock other accounts, rather than my accounts?

Initial Business Response / [redacted] (1000, 5, 2014/10/27) */ Dear [redacted] , We thank you for your patience while we have been experiencing delays with returns at our warehouse We have refunded your Mastercard ending in in the amount of $on 10/25/ For your patience and cooperation, we are happy to honor free expedited shipping on your next oder with usPlease call us so that we may apply the free expedited shipping to your order Regards, Sephora Client Services

I ordered merchandise through Sephora [redacted] and my package didn't arrive! When I called to follow up they just told me that my package was lostI needed the stuff I ordered for an upcoming vacation and all they did was offer a refund that will then take an additional week to post! Totally unacceptable!

Initial Business Response / [redacted] (1000, 5, 2015/02/17) */ As a courtesy the return to which this client refers was processed on 2/17/This client was emailed directly and advised that her refund will reflect in to her financial institution within - business days Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/11/24) */ We apologize that your order was unable to be shippedIt appears that we were unable to verify payment information for this purchaseThe billing address on your order must match with the information your financial institution has Shipping addresses must also be based in the United States, Canada, South Korea, Japan, or the United KingdomPlease check back with us as we are frequently expanding our shipping locations The pending authorization(s) from this order may take up to one billing cycle for the funds to be released back into your accountYou will not be charged for these attemptsWe recommend that you contact your financial institution for more information regarding the processing time for temporary authorizations Regards, Sephora Client Services

Initial Business Response / [redacted] (1000, 7, 2014/12/10) */ We apologize for the inconvenience you have encounteredWe issued a credit card refund in the amount of $to the MasterCard used in the original orderThe Beauty Bank account was updated with Beauty points totaling points Regards, Sephora Client Services

Dear [redacted] We have reviewed your Revdex.com complaint and sincerely apologize for the delay in regards to the Chargeback We welcome you to shop online or in store and hope that you will continue to be a valued Sephora clientFor the delay, we have also added points to your Beauty Bank which may be redeemed in store or online with a future purchase Best, Sephora Client Services

Initial Business Response / [redacted] (1000, 5, 2016/01/25) */ Dear ***, Thank you for your patience while we reviewed your Revdex.com complaint Upon review, the amount of $has been successfully refunded to your Master Card ending in [redacted] Please allow 1-business days for this to appear on your billing statement We hope that you will shop with us again to give us the opportunity to show you the kind of experience we strive to offer all of our valued clients Best, Sephora Client Services

Initial Business Response / [redacted] (1000, 5, 2014/06/09) */ We have reviewed your Sephora.com online account and Order #XXXXXXXXXX The total delivery time (including processing time) for Day Shipping is 3-business daysThis information is located on Sephora.com You order was placed on 5/21/and it was delivered on 5/27/Excluding the non-business days (Saturday and Sunday), your order was delivered in the appropriate timeframe on the 4th business day We sincerely apologize that you have not received this orderWe recommend that you file a dispute with your financial institution for the amount of $ As a one-time courtesy for your frustration, we are happy to refund the $2-Day Shipping to your Visa ending in Please keep in mind that your financial institution may take approximately 3-business days to reflect this transaction in your account Regards, Sephora.com Client Services Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I placed an order with Sephora for $on December 18th The package was said to be delivered to my door on December 21stI called their customer service line on the 22nd and told them the package never arrived to my doorThey filed an investigation with UPS that said call back in 8-business daysIt is not January 7th and I call the customer service line once againOf course the customer service lady puts me on hold for minutes just to come back on the line and once again blame UPS for the mistakeWe call UPS together and they still claim days for investigation when it's been two weeks! I feel this is theft and that their customers are not honored for the money they have spent with their companySephora is suppose to provide a service and that is what you pay for, the service of making sure their product gets into the hands of the person who spends their money at their establishmentI am upset and annoyed that they point fingers at UPS to avoid a refundThis is theftBe careful with Sephora you will not get your money back! They blame UPS so they can keep itWill never ever spend my money here againCustomer service is a nightmare! On hold for almost minutes just for them to come back and say "we can't do anything." So my money more less was just thrown into the trashTwo weeks no product and nobody doing anything for the customer

Sephora stores give poor service to certain customers while giving good service to other customersThis is verified by many other online reviewsGreeters will warmly greet some type of customers, while ignoring othersThey'll give a warm farewell to some customers when they leave the store, while ignoring othersAssociates at the register are cold and unfriendly to some customers, while being warm and respectful to other customersWhen some customers ask for a sample, associates will happily give it to them immediately and thoughtfully explain how to use itWhen other types of customers politely ask for a sample, associates will all pretend to be busy to avoid giving samples to themAssociates giving demos of makeup/skincare to some customers are cold and judgmental, while being warm and friendly to other customersAssociates make wrong assumptions about some customers, such as assuming they know nothing about makeup when they're actually makeup expertsSephora is an extremely judgmental place towards some types of customersIt should make shopping fun, easy, and non-judgmental for ALL customers, not just someIt's a very clique-ish placeThey only hire people who look like their other employees; they refuse to hire any other type of person, even if their skills and experience are perfect for the job

Initial Business Response / [redacted] (1000, 5, 2014/12/10) */ We apologize for the inconvenience you have encountered during your order processUnfortunately, we are unable to send you the products from your original order since they were promo items and will not be replenishedWe were able to secure one item that was on your list and are sending this to you at no costI have researched your profile and assured that you were refunded $on XX-X-XXXX to your Visa card that we have on file Regards, Sephora Client Service Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sephora is still dishonoring their commitmentThey are not holding up their side of the agreement and because of that I will have to buy other more expensive itemsThey have not addressed the fact that the deluxe sample they sent me was an empty containerI do not want the perricone MD cream they sent meIt was not one of the items that was cancelledI actually received that one in my original order and it is not suitable to gift anyoneAll the makeup & perfume items were intended as gifts and those were all cancelled I feel like they are not listening to what I am saying If the items are no longer in stock, sephora needs to arrange comparable alternatesThey falsely advertised these items on their website and allowed me to believe I had bought themVery unprofessional and still completely unacceptable

Initial Business Response / [redacted] (1000, 15, 2015/09/09) */ Our records indicate that the client submitted a store complaint on 11/6/via email but did not include the exact location informationWe responded to the email on 11/6/asking for additional information to forward the complaint to our retail division for reviewHowever, we have not received any further information from the client Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received such an email The text of my Revdex.com complaint states that incident occurred in NorthPark mall in Dallas Final Business Response / [redacted] (4000, 26, 2015/10/08) */ The original complaint has been forwarded to our Northpark retail location for resolutionWe are currently waiting for a response from the store and will post any updates as receivedPlease allow 1-business days for the store to reach out with a resolution If you would like immediate assistance, we recommend contacting the store directly at (XXX) XXX-XXXX Final Consumer Response / [redacted] (4200, 34, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The first sentence of my complaint states the location of the incidentTen month later business responds saying I failed to provide location infoClaims that business is doing honest effort to resolve complaint is plain insultingThey did not go through trouble of reading it

Initial Business Response / [redacted] (1000, 5, 2014/11/25) */ Dear [redacted] , Sephora is dedicated to providing an exciting and reliable shopping experienceOur website is incredibly robust and designed to withstand a tremendous amount of volumeWhat caused the recent disruption was a high level of bulk buys and automated accounts for reselling purposes from North America and multiple countries outside the US The reality is that in taking steps to restore website functionality, some of our loyal North American and international clients got blocked We understand how frustrating it is and are deeply sorry for the disruption to your shopping experienceWe have reactivated your account, [redacted] @qq.com Regards, Sephora.com Client Services

Initial Business Response / [redacted] (1000, 5, 2015/12/07) */ Dear [redacted] , We have reviewed your Revdex.com Complaint are very sorry to hear the package may have gone missing At this time, we have confirmation from OnTrac stating that their driver was at the correct location at the time the delivery was madeWe understand that you have spoken with the OnTrac driver, however please keep in mind that the confirmation OnTrac uses is an electronic tracker and not voice confirmation Again, we are sorry you have not received your package, however as we have confirmation from OnTrac that the package was delivered, we suggest reaching out to your Financial Institution for further assistance We hope that you will shop with us again to give us the opportunity to show you the kind of experience we strive to offer all of our valued clients Best, Sephora Client Services

Initial Business Response / [redacted] (1000, 5, 2015/11/20) */ Dear ***, We sincerely apologize that there have been delays with processing your returns We have reviewed your Revdex.com complaint and would like to research the matter further At this time, we do not have an existing account with the email address provided Please provide your registered email address and/or Beauty Insider card number to [redacted] @sephora.com so that we may further research your returns Best regards, Sephora Client Services Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm unable to call in and have called previously many times on thisI'm medically recovering from medical issues at this tie,chit would like to have this handled pleaseI was last told the $gift card would be mailed to me but I still don't have it I'm not registered nor have I ever been for the beauty insider or and club like thatHere is the original purchase details though for you Please mail my gift card to me as promised for all this trouble CHKCARDSEPHORA.COM 877-SEPHORA CA 05/26/ $ Final Business Response / [redacted] (4000, 9, 2015/11/24) */ Dear ***, We would like to research the matter furtherWe regret that with the information provided we were unable to locate your purchase If the items were ordered online, please provide your order numberIf the items were purchased in store, please provide the receipt information If you would like to submit photos of your receipt, we invite you to send them to [redacted] @sephora.com We hope to resolve this return for you soon! Best, Sephora Client Services Final Consumer Response / [redacted] (4200, 11, 2015/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your corporate office was to have this issued alreadyThey advised they located my informtionI returned everything to you eighth receipt via mail and I have now credit still for these returned itemsI provided the credit card transaction receipt from purchase Please have this handled Thank you

Initial Business Response / [redacted] (1000, 5, 2015/01/20) */ This client was emailed directly to address their concern of what is and is not displayed on Sephora.com regarding in-store returnsThe client was advised that we are in the process of updating the information displayed on the site to reflect details of the policy as it affects our physical storesThis client was also provided the return policy as it is displayed in store and that it can be observed prior to completing a transaction Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Company offers a promiseCan we keep complaint open until company follows through? Final Business Response / [redacted] (4000, 9, 2015/02/03) */ This client was responded to directly by email and was given a direct number to call for assistanceThe information he was previously supplied with is correct and was reiterated to him Final Consumer Response / [redacted] (4200, 11, 2015/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) After many emails, sephora gave me the 1800-sephora number No change has been made to sephora.com as promised