Sephora

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 client. For the delay, we have also...

added 500 points to your Beauty Bank which may be redeemed in store or online with a future purchase.
 
Best,
 
Sephora Client Services

Initial Business Response /* (1000, 5, 2014/07/15) */
We have already added 150 points to your account for any misunderstanding regarding this matter.
As a one-time courtesy, we will refund your Discover card that we have on file. Please contact us at 1-877-SEPHORA (XXX-XXXX) to that we...

may obtain your full credit card information and issue you your $10.00 credit.
Please see below for clarification:
The magazine promo code you entered on your Sephora.com voided the rebate of $10.00. Please see the Terms and Conditions of this promotion below which includes, "Rebate offer is available to customers within the 50 United States and the District of Columbia only and becomes void when promotion code is entered at checkout."
"A magazine subscription with a value of $10.00 Included with your purchase today. There are no further obligations for this subscription. Sephora.com will not share your credit card information with anyone for this offer. Please allow 6-8 weeks for delivery of the first issue. Rebate offer is available only to customers within the 50 United States and the District of [redacted] Orders from outside the U.S. are not eligible for this promotion. If you prefer not to receive a magazine, you may request a rebate for the stated value by printing and completing this form and submitting within thirty days of your purchase over $25.00 -not including Shipping & Handling charges or Taxes- with a copy of your order confirmation page as proof of purchase. Please allow 6-8 weeks for processing. Rebate offer is available to customers within the 50 United States and the District of [redacted] only and becomes void when promotion code is entered at checkout. Limit one per household. Quantities may be limited and offer may be withdrawn without notice."
We have included the link to the Terms and Conditions of the magazine promotion below:
http://www.sephora.com/contentStore/mediaContentTemplateNoNav.jsp?mediaId=XXXXXX...⇄ /> Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2014/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sephora's "Special Offer" implied that no other promo code (ex: to get samples products) should be entered. It implied that the magazine promo should be entered to either A) receive the magazine or B) receive the rebate to decline the magazine subscription.
Sephora's 150 Point was not a satisfactory response.
After working through Revdex.com, Sephora has now satisfactorily applied a credit for the rebate.

Initial Business Response /* (1000, 5, 2015/12/02) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the issues you have experienced with your order.
Unfortunately, most of the items you had ordered are now out of stock. We have processed a refund for...

you to the original forms of payment.
The amount of $101.11 will be returned to your Visa. The $200 that had been applied by Gift Card will be refunded in the form of online store credit on your account. This store credit never expires and will automatically apply to your next online order.
We have also added an additional 500 points to your Beauty Bank for the inconvenience.
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 regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear [redacted],
 
We have contacted our Solutions Department and have verified that you should no longer encounter any issues placing orders online through Sephora.com.
 
If you would like assistance placing an order, our Beauty Advisors would be happy to help you by phone.
 
Best regards,
 
Sephora Client Services

Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely...

apologize for any confusion or inconvenience.
For questions regarding store return decisions, please contact TRE (The Retail Equation) Customer Service at 1-800-652-2331, Monday through Friday, 8am-5pm PST, send them an e-mail to [email protected] or a letter to the mailing address listed below.TREPO Box 51373Irvine, CA 92619TRE (The Retail Equation) will be able to provide you with your Return Activity Report (RAR). Once you receive this report there is a process to dispute the accuracy or completeness of any information contained in the RAR report.
 
We regret that Sephora does not have insight into TRE systems, and are very sorry for the frustration this has caused.
 
Regards,Sephora Client Services
Tell us why here...

Initial Business Response /* (1000, 5, 2014/05/08) */
Dear Ms. [redacted],

We are truly sorry that you received a used lipstick from your Sephora.com Order #XXXXXXXXXX.

This order contained several lipsticks and the particular lipstick you received used was not called out in your Revdex.com...

complaint.

As this is not up to our standards, we are happy to honor your request. Please contact us at X (XXX) SEPHORA (XXX-XXXX) so that we may obtain the lipstick brand and shade from you.

We will then be able to ship you a brand new lipstick at no cost.

Regards,

Sephora.com Client Services

Initial Business Response /* (1000, 5, 2016/01/25) */
Dear [redacted],
Thank you for your patience while we reviewed your Revdex.com complaint.
Upon review, the amount of $15 has been successfully refunded to your Master Card ending in [redacted] Please allow 1-7 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 /* (1000, 6, 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]@gmail.com.
If we can assist you further, please contact us at 1-877-SEPHORA (XXX-XXXX).
Regards,
Sephora.com Client Services

Final Consumer Response /* (2000, 6, 2014/11/18) */
After countless hours, and my husband getting involved in assisting getting this issue resolved, Sephora was able to provide a store credit for my items I returned. Thankyou

Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your experience.
face="Times New Ro**n" size=3>
We were unable to locate your Beauty Insider account with the contact information provided, but would like to research this matter further. Please provide your registered email address so that we may continue to look into your purchase.
Additionally, we recommend contacting GHD directly in regards to their Product Warranty. More information about individual product warranties can be found at:
http://www.ghdhair.com/us/help/faqs
For questions regarding store return decisions, please contact TRE (The Retail Equation) Customer Service at 1-800-652-2331, Monday through Friday, 8am-5pm PST, send them an e-mail to [email protected] or a letter to the mailing address listed below.TREPO Box 51373Irvine, CA 92619TRE (The Retail Equation) will be able to provide you with your Return Activity Report (RAR). Once you receive this report there is a process to dispute the accuracy or completeness of any infor**tion contained in the RAR report.
Thank you for your patience,
Sephora Client Services

Complaint: [redacted]I am rejecting this response because:
There has been no effort from the business to rectify the situation.Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/01/07) */
This client has already been responded to.
Initial Consumer Rebuttal /* (3000, 9, 2015/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Sephora because...

I have not been contacted by them and the issue has not been resolved. I hope this can be resolved by Sephora refunding me the $44 that they did not want to refund me at their Dallas store.
Final Business Response /* (4000, 11, 2015/01/12) */
Dear Ms. [redacted],
I would like to apologize for your disappointing experience you had in our NorthPark location on 12/22/14. I can understand the frustration of being told something different in-store vs. by one of our online representatives. We always want the exchange and return procedure to be comfortable, friendly and easy for our clients. It really disappoints me you were not given the elevated client service expected. We truly value loyal clients like you and really appreciate all feeback that can be provided. I would love to try and make it up to you and offer you a $50 gift card accompanied by a pampering makeover session by one of our talented artist. I appreciate your feedback and hope that you give us the opportunity to win back your loyalty. I look forward to your response. Please know that you can contact me at XXX-XXX-XXXX ext. 3. I would love to speak to you and apologize verbally.
Sincerely,
[redacted]
Store Director
NorthPark Center
[redacted]
Final Consumer Response /* (2000, 13, 2015/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the store manager reaching out to me and wanting to apologize to me verbally. I will be contacting the store in the near future.

Initial Business Response /* (1000, 6, 2014/07/11) */
Dear [redacted],
On 7/3/2014, before your Revdex.com Complaint was filed on 7/7/2014, you spoke to a Sephora.com Supervisor. As documented in your account and as our warehouse has no record of your return, you were instructed to file a dispute...

with the credit card you used to place your order, to which you complied. Hence, you will not receive a credit card refund.
Regards,
Sephora Client Services

Initial Business Response /* (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 6385 in the amount of $68.58 on 10/25/2014.
For your patience and...

cooperation, we are happy to honor free expedited shipping on your next oder with us. Please call us so that we may apply the free expedited shipping to your order.
Regards,
Sephora Client Services

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],
Thank you for contacting Sephora.com.
As was explained through previous communications, we are unable to reverse any decision made at the store level...

regarding this issue.
We know that this may be frustrating and appreciate your patience and understanding.
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 /* (3000, 8, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These orders were places online. It makes no sense that the company as a whole has no control over stores. Every call I get a different answer. Nothing has been done to make any of this better. They have the power to fix this, they just refuse. This is NOT acceptable.
Final Business Response /* (4000, 10, 2015/08/21) */
Below is a copy of the email this client was sent on 8/21/2015.
Good Afternoon [redacted],
The information which was provided to you previously has not changed and no further action will be taken regarding this matter. On 7/9/2015 you attempted to return multiple items for which you did not have the receipts and were allowed to do so and receive a refund in the form of a store credit; this is the standard return process for any return that is either beyond our standard return time frame and/or is done without the original receipt.
When your returns were processed you were unable to produce the credit card used for the transactions and incorrectly informed the cast member that per client service, your credit card number could be obtained from them and as a result your returns were processed at the discretion of the Store Director in the appropriate manner.
We understand that you are frustrated with the outcome and that you are seeking further accommodations. As was previously explained, Sephora will not be providing further complimentary services, product refunds, or any other form of accommodation.
All Sephora Cast Members with whom you interacted have been consulted and the security footage from the store has been reviewed many times in an effort to view the altercation you claim occurred with a cast member and to ensure that you were given a full service makeup consultation. No altercation of any kind can be seen and though you indicated that your service was only 10 minutes long, the security footage shows that in was in fact 45 minutes. The information at hand demonstrates that your claims are inaccurate and it is on this basis that our decision is made.
Our goal at Sephora is to ensure that our clients are treated with the respect and generosity they deserve and in return, we ask nothing more than the same respect be given. It is our understanding that the cast members went above and beyond to make up for any misstep that may have occurred with your initial visit and we hope you can see the value in how far they were willing to go to ensure your happiness.
Thank you for your understanding in the matter.
Sephora Client Service
Final Consumer Response /* (4200, 18, 2015/09/09) */
I am still looking to have my things returned and an apology from Sephora. I DO NOT consider this closed as Sephora gives local management permission to be abrasive and rude, even via emails so that nothing gets resolved.I feel my money was stolen.

Dear R[redacted],
 
Thank you for contacting Sephora.
 
We are very sorry to hear that you may not have been able to enroll in our Play! subscription during it's testing period. Good news! Sephora Play! is opening up to our waitlisted clients....


 
Please reattempt to subscribe to Sephora Play! at your earliest convenience. If you encounter any difficulties, please contact our Beauty Advisors by phone at [redacted] so that we may assist you further.
 
Thank you for your patience,
 
Sephora Client Services

Initial Business Response /* (1000, 7, 2014/12/10) */
We apologize for the inconvenience you have encountered. We issued a credit card refund in the amount of $63.99 to the MasterCard used in the original order. The Beauty Bank account was updated with 500 Beauty points totaling 651...

points.
Regards,
Sephora Client Services.

I made a purchase and picked my gifts. When I checked out they were on my receipt. When I received my package my item was not there, but there were two crappy smelling perfumes in there. I called to see where my item was and was told sorry we were out of stock. I believe if it is on your receipt you honor that! I based my purchase on this item and would have bought something else instead and not two of the things I purchased to meet free shipping fees. I asked why they couldn't send a sample of the same thing different name and they said they can not ship out samples. Way to go customer service your terrible.

Initial Business Response /* (1000, 6, 2015/12/23) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty with your return.
We have ensured that the return was correctly processed. Please allow 3-10 business days (from Dec. 17, 2015) for this...

transaction to appear on your bank statement.
Please accept our apologies for the delay.
We hope you have an excellent holiday season!
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 8, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received my refund.

Initial Business Response /* (1000, 5, 2015/06/02) */
Below is a copy of the email this client was sent on 6/2/2015.
Dear [redacted],
Thank you for contacting Sephora.com.
We received the complaint you submitted via the Revdex.com and appreciate that you have brought your...

concerns to our attention so that we may assist you further.
The information we have received indicates that your complaint is regarding the advertisement of our shipping times as well as delivery issues you encountered. On these matters we are happy to provide clarity and thank you for allowing us to do so.
According to OnTrac, your order #XXXXXXXXXX was delivered on 5/29/2015 as was estimated when your order was initially placed on 5/25/2015. The shipping guidelines provided on Sephora.com show that your order was processed and delivered within the appropriately quoted timeframe of four business days as Monday 5/25/2015 was a National Holiday.
With our apologies, we are unable to provide you with the refund you have requested as your Diorskin Nude Skin-Glowing Makeup was returned and refunded on 5/30/2015 at the Sephora within the JCPenney located at 3700 Meridian Street in Puyallup, Washington.
In addition to being able to return Sephora.com orders to any of our physical Sephora stores, all Sephora.com orders are shipped with a pre-paid Merchandise Return Label so that you may instead return your items to us via the United States Postal Service, at no cost to you should you chose to.
We will use the feedback you have given to help improve the service we provide as Sephora is always striving for the best possible client experience.
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