Sephora

Initial Business Response /* (1000, 5, 2015/03/13) */
This client was contacted directly via the email address provided and informed that we have made the decision to once again allow her to shop on Sephora.com without the requirement that she pay the chargeback amounts she filed with her...

financial institution.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/02/04) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your recent Sephora experience.
It appears that you have spoken directly with our Solutions Department and have resolved the issue.
As an apology...

for your experience, we have added an online store credit in the amount of $17.85 to your Rouge account. This is the equivalent of 3 expedited 1-Day Flash Shipping charges. The credit never expires, and should you prefer to use the amount towards your merchandise total, the credit will apply automatically to your next order.
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 Consumer Rebuttal /* (2000, 7, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. I spoke to the solutions department after writing my complaint. The employee helped me resolve the issue. I hope that appropriate action is taken against the associate that refers to herself as [redacted] so she doesn't treat other clients the way she treated me.

Initial Business Response /* (1000, 5, 2014/11/24) */
Dear [redacted]
Sephora is dedicated to providing an exciting and reliable shopping experience. Our website is incredibly robust and designed to withstand a tremendous amount of volume. What 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 experience and for being disconnected on the phone by a Beauty Advisor.
We have reactivated your account, [redacted]. We are happy to honor 20% off your next online order and free expedited shipping. Please contact us at 1-877-SEPHORA (XXX-XXXX) so that we may assist you with placing this order.
Regards, Sephora.com Client Services
Initial Consumer Rebuttal /* (2000, 7, 2014/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They apologized to me and activated my account.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Andrew ** Revdex.com:Attached is the call log from the Milwaukee Water Department, please note, they receive call from Hugo on 9/13 to turn off the water, and only other time they receive call was 9/22, when I found out the water was shut off, there was no other time that Hugo call in.    In addition, Hugo does not seem to understand, the transaction between him and the water department, whether he did it or did not do it, has indirectly causing a third party to be penalized as a result.  Maybe he can keep better record or phone log in his business transaction.   As for the reason I did not go after Water department is they did provide me a phone log of no one call in, and they did come out and turn on the water supply, where Hugo could not provide any evidence.    I guess an apology and a reimbursement of $50 is proper.  Andrew

Initial Business Response /* (1000, 5, 2015/01/13) */
The description of this complaint appears to belong to another company as we do not ship to China. The email address provided by the client is not associated with a Sephora.com account.
If the client insists that their complaint is...

with Sephora.com we will need their registered email address and/or order number in question.

Initial Business Response /* (1000, 5, 2015/08/14) */
Below is a copy of the email this client was sent on 8/14/2015:
Dear [redacted],
We received the complaint you submitted to the Revdex.com and appreciate that you have brought your concerns to our attention so that we might...

further assist you.
Sephora is committed to offering our valued Beauty Insiders exceptional rewards to thank them for their loyalty and for being part of our community. Yesterday we held an Epic Rewards promotion, and while we have held similar promotions in the past, yesterday's promotion was the largest number of Epic Rewards we have made available to date.
Despite our best efforts to predict the response, demand was overwhelming, resulting in our being out of stock very quickly. We deeply regret this and apologize to our Beauty Insider clients who did not get a chance to participate.
At Sephora our first and foremost priority is to give our clients an exciting and fulfilling shopping experience. Those Beauty Insiders who were unable to get one of our limited quantity Epic Rewards, please email us by Tuesday, August 25, 2015, to [redacted]@sephora.com and include your Beauty Insider account number or email address associated with your account.
Beyond that, please know that we are committed to learning from this experience. Thank you for your ongoing support. We greatly appreciate you.
We look forward to receiving your information and appreciate your patience.
Sephora Client Service
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already received the exact same email from Sephora in response to a customer service complaint I sent to them directly. In no way does this rectify their dishonest and manipulative practices - in fact, their request for information regarding Beauty Insiders who were unable to receive Epic Rewards only furthers my belief that they have no interest in their customers happiness/satisfaction, loyalty or a continued relationship with longtime customers; their only interest seems to be their own continued financial success, regardless of how that impacts their customer base. This email is in no way an attempt on Sephora's part to fix what they have damaged, secure my business in the future, or anything else except for covering their assets and trying to talk themselves out of the hole they've dug. So no, I do not accept this form letter, and I do not accept their insincere "apologies".
Final Business Response /* (4000, 9, 2015/08/24) */
Below is a copy of the email this client was sent on 8/24/2015.
Good afternoon [redacted],
Thank you very much for your sharing your personal and honest thoughts with us. The frustration you are feeling is entirely understandable and I am truly sorry for the disappointment the Epic Rewards program has caused you. A promotion that was supposed to excite, has disappointed and frustrated so many clients, just like you. Our clients are incredibly important to us and we are working as quickly as possible to find a resolution that will show you how much we treasure and value you.
I apologize for the delay in reaching out to you. Since these issues began I have been contacting other clients who are also disappointed. I am responsible for helping to share these experiences with our Beauty Insider team and Executives so we can really examine what went wrong, understand and alleviate the frustrations our clients had, and offer suggestions for areas of improvement should we do this promotion again. I want to hear from clients just like you.
While I cannot provide you with the Epic Reward you wanted, I have added to your Sephora.com account an online store credit of $50.00. This store credit never expires and will be automatically applied to your next Sephora.com order.
I hope you will continue to shop with Sephora so that we can show you the kind of dedicated service we know you deserve. We are listening and want our clients to continue remaining loyal, so thank you for speaking up so we can make it right in the future.
Have a great day,
[redacted]
Sr. Director of Client Services & Operations

Initial Business Response /* (1000, 7, 2015/10/26) */
We apologize for the delay in our response to your inquiry regarding your returns. We are researching the matter further and will advise of any updates as we receive the information.
Initial Consumer Rebuttal /* (3000, 9,...

2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Waiting to hear more info. on what Sephora will do once they finish reviewing my complaint.
Final Consumer Response /* (3000, 23, 2015/12/02) */
I returned a product to Sephora.com and they told me I couldn't be refunded for it. They would not return it to me.
I returned a product to Sephora.com and was told that I could not be refunded for it, even though a representative from Sephora.com told me via email that I would be able to return the item for a refund. I requested that the item be returned to me since they will not refund me for it. I will no longer be shopping with Sephora, as this is the second time that I've had them do this. The previous complaint I made about this exact thing happening with Sephora.com resulted in them shutting down my account/them telling me I could no longer shop online or return items. I had sent the item I'm requesting back to them before they shut down my account and told me I couldn't return anything. I would like the item to be sent back to me.
The order number is XXXXXXXXXX, the item number is XXXXXXX, and the item name is Velour Silk Lashes "My Life's Complete".
I would like to have the item returned to me.
[redacted] Ave [redacted] XXXXX
Final Business Response /* (4000, 25, 2015/12/03) */
Dear [redacted],
As a final courtesy, we have refunded the amount of $25.21 directly to your Mastercard on file for the Velour Silk Lashes Silk False Lash Collection in My Life's Complete. The funds will be available within 1-7 business days.
Going forward, Sephora.com will not be refunding for any additional items.
Thank you for your patience and understanding,
Sephora Client Services

Initial Business Response /* (1000, 5, 2014/03/03) */
Dear [redacted],
We apologize that your recent experience with Sephora was less than favorable. You are welcome to return any products purchased from us, either in-store or online, for a full refund. For items purchased in-store, please...

take them back to a free-standing store location. Any items bought online can be sent back to our warehouse. We can send you a pre-paid return label if you need one.
For further assistance, please contact us via phone at X-XXX-XXX-XXXX.
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2014/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with someone today and am waiting for a return address label to be sent to me. When I get confirmation of receipt of product and have a check in my hand, then, I will consider this resolved. Not before.
Final Business Response /* (4000, 9, 2014/03/10) */
Dear [redacted],
I just checked your Sephora.com Profile and confirmed that we sent out the Merchandise Return label via email on March 4th. Please confirm that you have received the label and once your products are received at the warehouse we will refund you. For Merchandise bought in one of our free standing Store locations please return in store with a corresponding receipts.
Thank you,
Sephora Client Service
Final Consumer Response /* (4200, 13, 2014/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, I have the return label and am organizing the items to be returned. You should have everything within the next 2 days. Thank you.
Business Response /* (4000, 19, 2014/12/16) */
At Sephora we carry over 200 other brands and we cannot guarantee that all the products from these brands are cruelty free.
Here is a list of some of brands that we carry that do not test on animals:
Amazing Cosmetics
Anthony Logistics
Bare Escentuals
Benefit Cosmetics
Blinc
Bliss
Boscia
Carol's Daughter
Caudalie
CHANEL
Clarins
Clean
DDF
Dermadoctor
Dr. Brandt Skincare
DuWop
Fresh
Jack Black
Kat Von D
Korres Natural Products
L'Occitane
Laura Mercier
LaVanila Laboratories
Murad
Mustela
NARS
Nude
Ojon
Ole Henriksen
Perfekt
Perricone MD
Peter Thomas Roth
Philosophy
Phyto
REN Clean Skincare
Rosebud Perfume Co.
Smashbox
Stila Cosmetics
Tarte
TheBalm
Too Faced Cosmetics
Urban Decay
You can also find a list of brands that we carry that do not test on animals, please visit this Sephora Advice page:
http://community.sephora.com/t5/Products/Animal-Testing-Gluten-amp-Vegan-Info/m-...⇄ /> Regards,
Sephora Client Services
Consumer Response /* (4200, 25, 2015/01/05) */
Absolutely UNACCEPTABLE! Full refund means money goes back on my credit card. NO! Unacceptable! Immediately return the money I spent because of Sephora's lies about animal testing! It has been 8 months!!!

Initial Business Response /* (1000, 10, 2016/02/01) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulties you encountered with your purchased Sephora Collection Instant Moisturizer.
In reviewing your account it appears that you have...

successfully exchanged the product in store.
We are very sorry to hear that you may have received a defective product, and although you have already successfully exchanged it for a replacement, would like to send you another jar of the moisturizer, complimentary, to the address provided in this complaint as our apology.
You will receive 2 confirmation emails - the first to let you know the order has been placed and the second to notify you that the item has shipped.
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 /* (1000, 15, 2015/09/09) */
On 11/25/2015, we sent a formal apology via email to the client explaining that the account was blocked due to a high level of bulk buys and a high volume of activity from automated accounts for reselling and that the account was blocked...

in error. In the same correspondence, we advised the client that the account was reactivated and we offered a 20% discount with free expedited shipping for the client's next online purchase. We also advised the client to contact us for assistance in placing the next order and so we may investigate her points balance.
Initial Consumer Rebuttal /* (3000, 17, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't receive any emails from the business. Please send me another email with apology and discount.
Final Business Response /* (4000, 19, 2015/09/13) */
Please see the letter below that was originally sent to your email linked to your Sephora.com account on 11/25/2014:
Dear [redacted],
Sephora is dedicated to providing an exciting and reliable shopping experience. Our website is incredibly robust and designed to withstand a tremendous amount of volume. What 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 experience. We have reactivated your account. We are happy to honor 20% off your next online order and free expedited shipping.
Please contact us at 1-877-SEPHORA (XXX-XXXX) so that we may assist you with placing this order and investigate your point balance further with you.
Regards,
Sephora.com Client Services
This information has also been sent to you by email for your records.

Initial Business Response /* (1000, 5, 2016/01/29) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for all the difficulties you have experienced with your order.
We have confirmed that the $100 refund was successfully approved and processed as of...

1/21/2016. We cannot apologize enough that it took so long for you to receive this refund.
While Sephora is unable to refund for overdraft fees, we would like to add an online store credit in the amount of $16.95 to your Sephora account - the equivalent of adding expedited 1-Day Shipping to your order. This credit never expires and if you prefer to use the credit towards your merchandise total, the amount will automatically deduct from your order total.
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 /* (1000, 5, 2014/11/25) */
Dear [redacted],
We apologize that a promotion was left off one of your most recent orders and we apologize for not being able to obtain the fragrance of your choice. No order number(s), item name(s), item number(s), or promotion name(s)...

were provided. So that we may further assist you, please include these items.
If you prefer to contact us via phone, please do so at 1-877-SEPHORA (XXX-XXXX) so that we may assist you further.
Regards,
Sephora.com Client Services
Initial Consumer Rebuttal /* (3000, 7, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent this information 5 times. The last time I sent it to [redacted] and gave her my information. I have a spinal cord injury so that typing is difficult. I also gave them my home phone number. I have all the emails that show where I have sent the info. They also left off a premium in my order before last. It showed up in my order summary and the summary when you place the order and when I got the email of my order it was not on the list. I tried to order my free premium on the next order because I wanted to try those products and usually order one to several. When I put the code in, it said that I had already ordered that premium before and I could not order it again. Doing business with Sephora is so frustrating. If I didn't love the store so much I would go to Ulta.
Final Business Response /* (4000, 9, 2014/12/03) */
Dear [redacted],
Per our conversation over the phone today, we are happy to send you the the Florabotanica fragrance and extra promotions as a one-time courtesy. Please allow for 5-7 business days for delivery.
Should you have any further questions, please do not hestitate to reach out to me at 1-877-SEPHORA.
[redacted]
Sephora.com Client Services
Final Consumer Response /* (2000, 11, 2014/12/17) */
Sephora resolved the problems I having satisfactorily. They sent a box of samples and the fragrance I was unable to obtain. I am very pleased with [redacted] in customer service. She was very personable and called me at home to resolve the the complaint.

I have been a loyal sephora customer for years and have become VIB rouge which means I spend over $1000 there per year. All of a sudden sephora.[redacted] cancelled 6 of my orders with no notice. When I requested something in writing for each order so I could make sure that my cc company did not charge me and that my gc funds were returned, I received nothing. I asked for a supervisor and they said one would call me back and they have not. When you send them an email they tell you different information than the person on the phone. One person tried to tell me I ordered too many samples. The website limits you, so that is a lie. Another said I used a gift card that was non transferable. Gift cards are not assigned so I am not sure what that was about. I still have no resolution. They told me I could place an order and my account was fine but again my order was cancelled (order # 7), except now at least they put it in writing. I am unable to do business with sephora right now and I am not sure I will in the future. I have heard this happening to others.

Initial Business Response /* (1000, 5, 2016/01/12) */
Dear [redacted],
We are in the process of reviewing your Revdex.com complaint and are very sorry to hear you experienced difficulty exchanging products.
We would like to contact the store directly to see how we can best assist you. With...

the address provided, it appears there are several Sephora stores in your area. Please email [redacted]@sephora.com with your local Sephora store name and/or address at your earliest convenience so that we may continue to assist you.
Thank you for your patience, we look forward to resolving this issue for you!
Best,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2016/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your assistance. I contacted the number supplied and filed a complaint with the local store directly. I got a telephone call from a manager, Jay, who authorized the return. We also got a chance to discuss Sephora's use of the TRE report tool. While there is a need to better track and manage fraudulent returns, there must be a "middle ground" where common sense decision-making is the rule. The TRE report was accurate, but it showed reasonable return of ONE a year. For new and unopened gifts after a major holiday, TRE and Sephora need to utilize the data collected to make SMART decisions. I thank Sephora for doing the right thing and the items have been returned for store credit (and my daughter promptly used her store credit and her mothers magic credit card to BUY even more products at Sephora).

Initial Business Response /* (1000, 5, 2016/01/12) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the delay in processing your refund.
The amount of $63.13 has been processed as a refund to your JCPenney card ending in 2401. This transaction will...

appear within 1-7 business days from 1/12/2016 on your billing statement.
As an apology, we have added 500 points to your Beauty Bank. These points never expire and may be redeemed on a future purchase in store or online.
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 /* (1000, 10, 2016/01/25) */
Dear [redacted],
We have reviewed your Revdex.com complaint and are very sorry to hear that your returns were not processed fully.
We would like to research the matter further. Please email our Beauty Concierge at [redacted]@sephora.com...

with the name of the Sephora store where the returns were made.
We look forward to hearing from you!
Best,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 12, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already emailed them many times with information regarding this matter and not until I contacted Revdex.com did I get any response from Sephora. Right after contacting Revdex.com Sephora refunded my money. I have been trying to get my refund since November 2015 it should not have taken them that long. Thank You Revdex.com for your assistance in this matter.
Final Business Response /* (4000, 14, 2016/02/08) */
Dear [redacted],
We are thrilled to hear that you were refunded through the appropriate store!
We are very sorry that we were unable to research the issue for you, but glad that it was resolved. Please note that this was not due to the Revdex.com complaint as we were unable to research your complaint further.
We apologize for any inconvenience this may have caused and 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.
Regards,
Sephora Client Services
Final Consumer Response /* (2000, 16, 2016/02/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Very unhappy with Sephora and the way this situation was handled I do not plan on ever shopping there again!!! I spend way too much money there as this is the only place I buy all my beauty/hair products. I also recommend Sephora to all my friends and family which I will not be doing anymore. Thank you Revdex.com you can close this case.

Initial Business Response /* (1000, 5, 2014/11/24) */
We apologize that your order was unable to be shipped. It appears that we were unable to verify payment information for this purchase. The 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 Kingdom. Please 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 account. You will not be charged for these attempts. We recommend that you contact your financial institution for more information regarding the processing time for temporary authorizations.
Regards,
Sephora Client Services

Initial Business Response /* (1000, 5, 2014/11/25) */
Dear [redacted],
Sephora is dedicated to providing an exciting and reliable shopping experience. Our website is incredibly robust and designed to withstand a tremendous amount of volume. What 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 experience.
We have reactivated your account, [redacted]@qq.com. We are happy to honor 20% off your next online order. Please contact us at 1-877-SEPHORA (XXX-XXXX) so that we may assist you with placing this order.
Regards,
Sephora.com Client Services.

Initial Business Response /* (4000, 8, 2015/12/01) */
Dear [redacted],
We apologize that our system automatically created store credit. The amount of $85.32 will be refunded to your credit card. This transaction will be available for viewing on your statement within 1-7 business days....


Thank you for your patience.
Best regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 12, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Wow, thanks for the heartfelt apology for the terrible customer service I've received over the last few months. And thanks for ignoring one of my two problems.
What about the 100 Beauty Insider points that should have been refunded to my Sephora account for the makeup remover I returned from order number XXXXXXXXXX? The ones the a previous rep lied about crediting back to my account but didn't?
Final Business Response /* (4000, 15, 2015/12/07) */
Dear [redacted],
We sincerely apologize the points did not appear in your Beauty Bank. We have ensured the points have been credited to your Beauty Bank and your new point balance is 100 points.
Best regards,
Sephora Client Services
Final Consumer Response /* (4200, 17, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What use is this now, after I have been banned from Sephora.com by someone who lied about my order history to justify it? (Probably as punishment for this very Revdex.com complaint.) I'm sure not going out of my way to trek into some crappy mall Sephora to use my points there.

Initial Business Response /* (1000, 5, 2015/12/31) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty experienced with this order.
Upon review, your order was cancelled as we were unable to verify payment information for this purchase.
...


For your security over the internet, Sephora.com verifies your address against the one that your bank has on file. It appears that your bank has an address that differs from the one entered during checkout. You may want to call your bank to find out if they have the most updated information. Also, you can try a previous address that your bank may currently have on file.
The additional transaction amounts from Sephora.com that you see on your credit card or debit account are temporary authorizations from failed order attempts. Your financial institution will release these funds back into your account within 1 to 7 business days. You will not be charged for these attempts.
We are very sorry for the confusion in regards to this order and have enrolled your account complimentary in our Flash 2-Day Shipping program. This enrollment is valid for the next year and will expire 12/31/2016. As an additional apology, we have added $17.85 in online store credit to your account. This is the equivalent to 3 uses of Flash 1-Day Expedited Shipping. The store credit will never expire and should you prefer, may be used towards the merchandise total on a future order.
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.
Regards,
Sephora Client Services