Sephora

Initial Business Response /* (1000, 5, 2015/01/08) */
This client was emailed directly and awarded 500 points to her account as we are unable to send the promotional item she had initially requested.

Initial Business Response /* (1000, 16, 2015/09/09) */
We were unable to locate any account information for this client as well as any email correspondences. Likely, the client was advised that to call so that we may advise that we provide 3 free samples with all online orders and the gift...

offers online are not available in our retail stores.

I am writing to express my huge disappointment on Sephora’s policy to handle missing packages.
I talked with Sephora sales representative on the phone ( April 18th, 2016) to discuss about my missing package (online order, ordered on April 8th). She said she would file a claim with UPS, the delivery company, and she told me to wait until April 28th then UPS will contact me via email.
However, I need those immediately. If they are not sending me the replacement in a few days, I should buy them again.
I understand that Sephora and UPS should investigate the missing package and I am happy to help it.
But I believe Sephora could share the responsibility better with UPS by sending the ordered items to the customers before the investigation is completed, based on the assumptions that the package is truly missing and the customers have a right to receive a replacement as soon as possible
I cannot understand why I, who is suffered because of the missing package, should wait another week to be contacted by UPS, just because it is a policy by the seller, Sephora.
Then I wonder where my right is as a customer.

Initial Business Response /* (1000, 10, 2015/01/13) */
This client contacted our office on 12/22/14 and the error she reported was corrected with her account being brought to the correct value.

Initial Business Response /* (1000, 5, 2015/06/12) */
Below is a copy of the email this client received today:
Dear [redacted],
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.
As UPS has now completed their investigation, we have processed a refund for your order XXXXXXXXXX. On 6/12/2015 a refund of $487.28 was issued to your Master Card. Please keep in mind that your financial institution may take approximately 3-10 business days to reflect this transaction in your account.
We apologize for any inconvenience this issue may have caused. 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 Business Response /* (1000, 5, 2016/01/14) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the delay in delivering your order.
Upon review, the order was successfully marked as an expedited order through Sephora and may have been incorreclty...

processed within the UPS facility. We regret that this error occurred and have refunded your Visa ending in 6518 for the shipping charge. Please allow 1-7 business days for this to appear on your financial statement.
We were unable to locate a Flash subscription on the account associated with the email [redacted]@stx.rr.com if you may have a secondary account on Sephora.com please contact our Beauty Advisors by phone so that we may verify information and ensure your Flash subscription applies to your primary account.
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

Dear [redacted]
 
We have reviewed your Revdex.com complaint and are very sorry to hear about your experience in the [redacted]
 
We have forwarded your information to the store and hope to have this issue resolved for you as soon as possible....


 
Please accept our apologies for your experience. We hope you will give us the chance to show you how we value all our clients.
 
Regards,
 
Sephora Client Services

Dear [redacted],
We apologize for any confusion.
Sephora is unable to file a claim with USPS. However, private, individual shippers may be able to file a claim through USPS.
We have confirmed that your package was marked delivered to the address provided, and strongly encourage you to reach out to your Financial Institution for the next steps.
We are very sorry for this inconvenience.
Regards,
Sephora Client Services

Initial Business Response /* (1000, 13, 2015/02/26) */
For this client we facilitated contact between her and the regional manager responsible for the store where incident occurred. The manager has contacted the client directly and is sending her a gift card.

Initial Business Response /* (1000, 6, 2014/03/21) */
We reached out to our warehouse and asked them to locate the 1.0oz Versace fragrance that the client returned. It was confirmed by our warehouse that this Fragrance was not processed and sent out in the initial order to the client. ...

Unfortunately, we are not able to refund the client but have sent back the fragrance on Friday 3-21-2014.
Regards,
Sephora Client Service.
Initial Consumer Rebuttal /* (3000, 8, 2014/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
I just received a 1.0 fl oz Versace cologne in the mail. I have photographed it for reference. It does have a large piece of sticker residue on the bottom--something I am almost certain I would have noticed when upon delivery originally. I do not recall there ever having been a sticker and suspect the cologne I have been sent as a return isn't mine--especially since I was told SEVERAL times that the one I sent back was disposed of and thus, could not be returned! I was told this on multiple occasions! Interestingly enough, I was also told that what I returned is a cologne not even stocked by Sephora--not a Versace item.
I am specifically waiting for someone to address these concerns. I would like to know why I was sent an incorrect item, lied to, and refused a refund.
I repeatedly asked for at least A PHOTO of the sticker or the item back so I could argue my case. Since the item was "disposed of," how has Sephora managed to return it to me?
Please address the conflicting stories I've been told. I have almost come to terms with the fact that Sephora will not admit its error and offer me a refund, having sent me an item significantly smaller than the one I ordered. I will NEVER be shopping with Sephora again unless a resolution is reached.

Initial Business Response /* (1000, 5, 2015/11/17) */
Dear [redacted],
We have received your Revdex.com complaint and are sorry to see that there may be some confusion regarding your account.
Upon review, only one order was placed on your account. This order was placed 7/22/2015 and shown as...

delivered on 7/24/2015. This is the only charge within our records made to your Visa.
It appears that in October, you disputed the charges for the order through your bank, however it was not until 11/10/2015 that our agents were notified that you had not received the package. A second dispute has been filed and is currently in progress.
Per our records, when you spoke with our agents on 11/10/2015, they reviewed the only order that we have on file in this account with you, however you confirmed it was not the order you were inquiring about.
As you have stated the order in question was placed through JCPenney, we highly recommend contacting them directly at X-XXX-XXX-XXXX so that they may research your order.
We believe that your Case Description may be dealing with two separate companies. In regards to any issues with Sephora, we are happy to assist. However please keep in mind that while the credit card dispute is in progress, we are not able to fully address the lost order. We regret that we are unable to speak on behalf of JCPenney and your order placed through their website.
Regards,
Sephora Client Services

Initial Business Response /* (1000, 5, 2014/04/25) */
Dear Ms. [redacted],
We sincerely apologize for the cancellation of your Order #XXXXXXXXXX and for The Gingerbread House Set by Philosophy going out of stock.
Moreover, we apologize that you were not contacted about the...

cancellation. As this is not up to our standards, we are happy to honor your proposed resolution.
A $25.95 online credit was applied to your Sephora account. Please contact us via phone at X-(XXX)-[redacted] (XXX-XXXX) so that we may apply that value to your reinstated order.
Thank you for your cooperation,
Sephora.com Client Services

Initial Business Response /* (1000, 5, 2015/01/13) */
This client has been reached out to by a supervisor as she requested. A voice mail was left for the client as she was not available.

Initial Business Response /* (1000, 5, 2014/10/01) */
On 9/30/2014, your issued was resolved. You accepted resolution in the form of a $100 online Sephora credit. Thank you for you cooperation.
Initial Consumer Rebuttal /* (3000, 11, 2015/01/15) */
Because I threw away the...

lipstick as originally advised by my credit card company on 12/09/2014 I cannot return the item. In addition because Sephora clearly does not inspect returns I am certain the used lipstick I received would have been sold to another unsuspecting customer.
At this point I would like a full refund of the purchase price of 58.46 since my gift card cannot be returned to me. Without the gift card the amount charged to my debit card was $43.46 however I feel that being compensated for the loss of a gift ard that could have been used on another unused product is fair. I feel that give my loyal support to Sephora and my extensive spending history with them that the dismissal of my situation was extremely disappointing and degrading, selling used makeup is disgusting and should not be allowed. if a retailer is aware of a situation where this has occurred they should do their best to remedy the situation which Sephora clearly did not do. I would like a full refund of $58.46 USD issued to my debit card because at this point I am out the money and because my debit card company advised me to throw away the used lipstick due to its unhygienic nature, I no longer have it in my possession.

Initial Business Response /* (1000, 5, 2014/11/25) */
Dear [redacted],
Based on the email address you have provided, [redacted]@gmail.com, we were unable to locate a Sephora.com account for you.
May we please have the correct email address so that we may research the matter...

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.)
haven't solved the problem. My account number is [redacted]@qq.com
Final Business Response /* (4000, 16, 2014/12/10) */
We checked our system and are not able to find a profile for this client.
Regards,
Sephora Client Service
Final Consumer Response /* (4200, 18, 2014/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My account is [redacted]@gmail.com
I'm pretty sure this is correct

Initial Business Response /* (1000, 7, 2015/07/23) */
Below is a copy of the email this client was just sent:
Dear [redacted],
Thank you for contacting Sephora.com.
We appreciate that you have brought your follow up concerns to our attention so that we may further research this...

issue.
As indicated by you in your Revdex.com complaint, we have made the business decision that these orders would neither be refunded nor reshipped to you. The two Beauty Advisors and supervisor with whom you spoke on 5/21/2015 and 5/22/2015 noted that this information was provided to you at that time.
UPS conducted a very thorough investigation into your orders and concluded that each of them was properly delivered as addressed; it is this information on which our decision is based and we are unable to make any exception.
We know that this information may be frustrating and thank you for your 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, 10, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hiïï��ï��
I appreciate your response. The problem is that UPS did not send the packages to the apartment, just to the ground floor of building, and that's why I lost the packages. In addition, the supervisor advised me to ask refund from credit card company. She stated that would work, but actually did not work.
I used to buy cosmetics and ski cares from Sephora.com, because it was convenient. I even got the VIB rouge for next year. Ironically, the VIB rouge welcome gifts was lost this time too. And currently, I don't dare to shop on Sephora.com, because it's quite dangerous. I hope I can get good solutions from you.
Thanks.
Final Consumer Response /* (2000, 13, 2015/07/29) */
I could accept that Sephora.com just refunded 75% of the missing packages.

Initial Business Response /* (1000, 5, 2014/09/05) */
Our records indicate that we have issued you a credit in the amount of $230.05 to your Mastercard ending in 8843.

Initial Business Response /* (1000, 5, 2015/12/01) */
Dear [redacted],
We have received and reviewed your Revdex.com complaint and sincerely apologize for any difficulty you may have experienced regarding your order.
Upon review, you contacted our Beauty Advisors 11/18/2015 and a refund was...

processed in the amount of $181.60 to the form of online store credit. This is standard procedure as the original form of payment was a Sephora gift card.
This store credit will never expire and will automatically apply to your next online order.
We noticed that your current shipping address is associated to multiple people. Please note that for security purposes, any future orders must be shipped to an alternative address. If you would like assistance in placing your order, pleae contact our Beauty Advisors at 1-877-SEPHORA so that they may ensure all your information is accurately updated.
Again, we apologize for any inconvenience you may have experienced.
Best regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sephora has blocked my account. They told me that I can't order online with that account, and the online credit they refunded me which I can't use! If they unblock my account so I can use the online credit or they refund me to my credit card or gift card, that works for me! I have called them and have been told that they will refund it to the giftcard which I used for this order, but today I checked and they didnt! They only gave me online credits instead refund to giftcard! I just want my money back! Not store credit that can't use with my account!
Final Business Response /* (4000, 9, 2015/12/15) */
Dear [redacted],
As a final courtesy, we have processed the store credit to be transferred to your credit card.
As stated previously, we noticed that your current shipping address is associated to multiple people. Please note that for security purposes, any future orders must be shipped to an alternative address. If you would like assistance in placing your order, pleae contact our Beauty Advisors at 1-877-SEPHORA so that they may ensure all your information is accurately updated.
Regards,
Sephora Client Services
Final Consumer Response /* (2000, 11, 2015/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I got my money back

Initial Business Response /* (4000, 15, 2015/09/30) */
On 11/24/2014, we sent a formal apology via email to the client explaining that the accounts were 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. The account was reactivated on 11/20/2014 and the client is able to successfully shop with us online.