Sephora

Initial Business Response / [redacted] (1000, 5, 2014/03/03) */ Dear [redacted] , We apologize that your recent experience with Sephora was less than favorableYou are welcome to return any products purchased from us, either in-store or online, for a full refundFor items purchased in-store, please take them back to a free-standing store locationAny items bought online can be sent back to our warehouseWe 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 / [redacted] (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 meWhen I get confirmation of receipt of product and have a check in my hand, then, I will consider this resolvedNot before Final Business Response / [redacted] (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 4thPlease confirm that you have received the label and once your products are received at the warehouse we will refund youFor 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 / [redacted] (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 returnedYou should have everything within the next daysThank you Business Response / [redacted] (4000, 19, 2014/12/16) */ At Sephora we carry over 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 DrBrandt 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 http://community.sephora.com/t5/Products/Animal-Testing-Gluten-amp-Vegan-Info/m-...⇄ Regards, Sephora Client Services Consumer Response / [redacted] (4200, 25, 2015/01/05) */ Absolutely UNACCEPTABLE! Full refund means money goes back on my credit cardNO! Unacceptable! Immediately return the money I spent because of Sephora's lies about animal testing! It has been months!!!

Initial Business Response / [redacted] (1000, 5, 2016/01/18) */ Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty you have experienced locating the lost gift card Client Services has forwarded the purchase information available to our Loss Prevention team for further assistance Once the Gift Card number has been located we will be able to transfer the Gift Card balance to a new gift card for you Thank you for your patience, Sephora Client Services Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response will resolve the issue as long as I am credited with the full amount of $If the store representative or corporate representative at Sephora had cancelled the card immediately when I had gone to the store less than an hour after the card was stolen, the $Sephora charge to my account would have been voidedThere I would like to make sure that I am credited the full amount Final Business Response / [redacted] (4000, 9, 2016/01/25) */ Dear [redacted] , Thank you for your patience We regret that we were unable to locate the gift card information as we did not have enough information We have placed the amount of $as an online store credit on your Sephora accountThis store credit never expires and will automatically apply towards your next online order Additionally, we have added points to your Beauty Bank as an apology for your recent Sephora experience 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 Final Consumer Response / [redacted] (4200, 11, 2016/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please note that I do not have an online account, therefore how will I receive creditIf possible I would prefer an in store gift card

Initial Business Response / [redacted] (1000, 5, 2014/08/15) */ We contacted the store and spoke to the Manager named [redacted] and she will be able to assist you with your desired resolutionPlease contact her at the Sephora [redacted] Mall in [redacted] at XXX-XXX-XXXX Sephora.com Client Services

Initial Business Response / [redacted] (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 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 / [redacted] (1000, 5, 2014/09/05) */ We will follow up with [redacted] regarding his commentDue to the negative activities on your multiple Sephora.com accounts, we are unable to refund your credit card for your requested amount Initial Consumer Rebuttal Sephora sent me a empty box with no item in it, the shipping carrier even confirmed the box was empty due to SEPHORA not putting the item in the box So when I called sephora I got transfereed to a supervisor named ***, he got on the phone and literally started yelling at me, and said "i am not giving you a refund of your $item) and then he procieeds to tell me that he is gay and that he hates women and called me a ***! I even had ONTRAC the shipping company call and they even confirmed the box was EMPTY at the time of delievery, and sephora is refusing to refund me and keeps telling me to dispute it with my credit card***, then procieeds to say " hahahaha goodbye ***" and then hung up on me I am beyond shocked a company like Sephora would have a supervisor talk to people like this!

Initial Business Response / [redacted] (1000, 7, 2015/01/07) */ This client has already been responded to Initial Consumer Rebuttal / [redacted] (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 resolvedI hope this can be resolved by Sephora refunding me the $that they did not want to refund me at their Dallas store Final Business Response / [redacted] (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/I can understand the frustration of being told something different in-store vsby one of our online representativesWe always want the exchange and return procedure to be comfortable, friendly and easy for our clientsIt really disappoints me you were not given the elevated client service expectedWe truly value loyal clients like you and really appreciate all feeback that can be providedI would love to try and make it up to you and offer you a $gift card accompanied by a pampering makeover session by one of our talented artistI appreciate your feedback and hope that you give us the opportunity to win back your loyaltyI look forward to your responsePlease know that you can contact me at XXX-XXX-XXXX extI would love to speak to you and apologize verbally Sincerely, [redacted] Store Director NorthPark Center [redacted] Final Consumer Response / [redacted] (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 verballyI will be contacting the store in the near future

Dear ***, We have reviewed your Revdex.com complaint and sincerely apologize for the experience In researching your Beauty Insider account, it appears your default shipping address had your Unit number in the first address line, which may have caused it to be cut off by any shipping labelsWe have updated your default shipping address to reflect the Unit number in the second address line to avoid any future complications As an apology, we have added points to your Beauty BankThese points never expire and may be redeemed online or in store with a future purchase We hope you will choose to shop with Sephora again! Best, Sephora Client Services

Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize you have experienced difficulty with OnTrac We regret that our systems to do not allow us to guarantee delivery through UPS or OnTrac, however we are happy to present an alternative solution Sephora offers shipping through USPS - orders shipped with the Postal Service and will arrive within to business days from the day they are placedThis includes a processing period of 1-business daysAs a Rouge client, your orders ship free and selecting USPS will not incur additional shipping chargesPlease keep in mind however that when shipping through USPS, we are unable to reroute an order once it has shipped If you would not like to use USPS as your preferred shipping method and your order ships with OnTrac, our agents are always happy to contact OnTrac to request that a signature be required for deliveryPlease keep in mind however that this is a request and will be at the driver's discretion We understand this situation has been frustrating and have added points to your Beauty Bank for the inconvenienceWe 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 / [redacted] (3000, 7, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason why I cannot accept this offer is because with the replacement package I did call back in to Sephora to express my concerns regarding using Ontrac to deliver the package againYour representative then contacted them and they were able to offer as you suggested a signature required for deliveryI agreed to thisMy package pee your website was supposed to be out for delivery on 11/17/instead it was out for delivery on 11/16/at 7:amAt approximately 6:pm I called Ontrac to see if was typical for packages to be out for delivery for 12+ hoursThey said no and that the package was "probably back at the warehouse" as they do not have drivers in shift that longI asked why it does not say back at the warehouse online and they stated that someome has not gotten around to scanning the package back inI was not satisfied with this answer so I immediately called SephoraThey stated that because of the hour and drivers no longer being on the clock there was nothing I could do and "to give it hours"??? Thus was approximately at 6:45ish pmI then check the on Trac website again around 8:to see if they had undated any info to see that they have delivered my package at 6:at the "FRONT DOOR" but wait I though my package was upgraded to signature requiredWhen I called my mother to check to see if the package had arrived because I had to delivered it to her house since they failed to deliver the original package to my homeShe said no as she just came in from work and they was no packageI asked her to send my nephew out side to check againHe went out side where coincidentally the drive had just pulled upThe driven then proceeds to hand my nephew the package and drives offNo signature no nothingNo even checking thag he truly lives thereSo how is this option feasible Sephora when according onTrac they delivered an hour earlier to the "front door" per their website with no signatureI believe this is completely unacceptable for me be oj ng a VIB Rouge memberFor me being someone that has shopped with your company at times both in store and online with the last days Final Business Response / [redacted] (4000, 9, 2015/11/24) */ Dear [redacted] , We are very sorry to hear about your recent experience with OnTrac Unfortunately, our agents can only request that a signature be requiredThe actual delivery methods are at the discretion of the driver We are happy to forward your feedback to OnTrac for youHowever, we are unable to change their policiesIf you wish to pursue the matter in regards to how the package was delivered, we recommend reaching out to Ontrac directly Again, we are truly sorry that your recent shopping experience with Sephora was less than ideal and we hope that we will be able to better assist you going forward Best wishes, Sephora Client Services

Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize for any confusion regarding your order When an order is placed on Sephora.com we are only able to make changes for about minutesOnce the order is sent to the Warehouse for processing, we are unable to make any changesOrders usually ship within 1-business days and depending on the carrier, we are able to modify the shipping address at this point Upon review, you have been able to correspond with our Social Media teamWe apologize that OnTrac does not ship to New YorkIt appears that we have come to an agreement however, and are rerouting the package to your address in San FranciscoWe expect the package to be delivered within the next 1-business days We understand this has been a confusing and frustrating experience and sincerely apologize for the difficulty you have experiencedWe have also added points to your Beauty Bank for the inconvenience Best regards, Sephora Client Services

I stated to the home owner that we needed the city to come out to the property to confirm that the curb stop was accessable and free of debri before we can shot off the valve and proceed with the requested repairFrom many years of experience dealing with curb stops, nine out of ten times we cannot shut off the valve due to debri in the pipe or the valve itself is inaccessible due to ground settlingI was only trying to be proactive and preventing my plumbers from waiting for the city to show up and servecing the curb stop and or having to reschedule the service for a different dayI had spoken to the city department about cancelling the shut off to the property the day the owner cancel the work orderThe owner was frustrated with me when I could not provided him proof that I had spoken to a city employee to cancel the shut offAll I could tell him that I made every effort to contact the city to cancel the requested service and that if the city did not follow up on their side to their field operator's about the cancellation that it was out of my hands at that pointMy business strides on customer service and word of mouth referals and have so for almost ten years since our beginningBut once in a great while we will run into a customer where it is impossible to please even if we make every effort to comply with their request

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

Being a VIB Rouge member, I was excited to shop the latest 15% off saleOn 4/8/I placed an online orderI ordered items totalling $On 4/8/16, I received an order confirmation email, saying my order will be shipped within 1-business daysAs the sale went on, I purchased a couple more things in store, but felt good that I bought what I wanted to, and it would be arriving shortlyBy 4/14/16, I had not gotten a shipping confirmationI looked up my order online, and to my dismay, it said UNSUCCESSFUL AUTHORIZATIONI began the long process of trying to contact customer serviceI received NO communication from Sephora about my order(Yes, I checked my spam folder) I finally received a reply to my email days later which said I should contact their phone numberI sat on hold on their phoneline, much longer than any human can withstandThey gave me multiple excuses to why my order was just ignoredOne excuse was hat my addresses didn't matchOn my confirmation, the addresses matched exactlyThey said it was the financial institutions fault, not theirsThis is WRONGWhenever there is a problem with a payment, any other online retailer would immediately say the credit card was declinedI would have a chance to correct any mistakesTHEY WOULD NOT CONFIRM MY ORDERSephora made NO EFFORT TO CONTACT MEAnother excuse was the items were sold out, so they cancelled itTHAT IS NOT A REASON TO JUST IGNORE MY ORDER, TAKE MY MONEY, AND NOT CONTACT ME ABOUT A PROBLEMI also have not received any communcation that a refund transactionAny other business that gets away with taking your order, your money, and basically disappearing is considered theft in my opinionNot to mention, by the time I figured out my order was ignored, the sale was over, and of the items in my order were sold outSo far, replies about my order status have just been full of excuses, and not taking the blame for this errorI'm incredibly disappointed Sephora made no effort to contact me, like a trustworthy business would

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 experienceWe hope you will give us the chance to show you how we value all our clients Regards, Sephora Client Services

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

Dear [redacted] We have reviewed your Revdex.com complaint and contacted our Distribution Center for additional information about your return Our Distribution Center has confirmed that the items returned with your order invoice were non-Sephora itemsWe regret that we are unable to issue a refund for items not purchased from Sephora Thank you for your patience and understanding, Sephora Client Services

Initial Business Response / [redacted] (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 choiceNo order number(s), item name(s), item number(s), or promotion name(s) were providedSo 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 / [redacted] (3000, 7, 2014/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent this information timesThe last time I sent it to [redacted] and gave her my informationI have a spinal cord injury so that typing is difficultI also gave them my home phone numberI have all the emails that show where I have sent the infoThey also left off a premium in my order before lastIt 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 listI tried to order my free premium on the next order because I wanted to try those products and usually order one to severalWhen I put the code in, it said that I had already ordered that premium before and I could not order it againDoing business with Sephora is so frustratingIf I didn't love the store so much I would go to Ulta Final Business Response / [redacted] (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 courtesyPlease allow for 5-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 / [redacted] (2000, 11, 2014/12/17) */ Sephora resolved the problems I having satisfactorilyThey sent a box of samples and the fragrance I was unable to obtainI am very pleased with [redacted] in customer serviceShe was very personable and called me at home to resolve the the complaint

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ Dear ***, We have reviewed your Revdex.com complaint and woud like to sincerely apologize your return was not processed immediately Upon review, the refund was successfully processed and the transaction should be available for viewing on your bank statement We have also sent you a confirmation email with the same information For the inconvenience, we have added points to your Beauty BankThese points never expire and may be redeemed on a future purchase in store or online Best regards, Sephora Client Services

Dear ***, 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 furtherPlease 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 WarrantyMore 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

Initial Business Response / [redacted] (1000, 5, 2014/10/01) */ On 9/30/2014, your issued was resolvedYou accepted resolution in the form of a $online Sephora creditThank you for you cooperation Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/01/15) */ Because I threw away the lipstick as originally advised by my credit card company on 12/09/I cannot return the itemIn 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 since my gift card cannot be returned to meWithout the gift card the amount charged to my debit card was $however I feel that being compensated for the loss of a gift ard that could have been used on another unused product is fairi 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 allowedif 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 doi would like a full refund of $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

I made a purchase and picked my giftsWhen I checked out they were on my receiptWhen I received my package my item was not there, but there were two crappy smelling perfumes in thereI called to see where my item was and was told sorry we were out of stockI 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 feesI asked why they couldn't send a sample of the same thing different name and they said they can not ship out samplesWay to go customer service your terrible