Sephora

Initial Business Response / [redacted] (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 XXXXXXXXXXOn 6/12/a refund of $was issued to your Master CardPlease keep in mind that your financial institution may take approximately 3-business days to reflect this transaction in your account We apologize for any inconvenience this issue may have causedIf 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 / [redacted] (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 errorIn 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 purchaseWe 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 / [redacted] (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 businessPlease send me another email with apology and discount Final Business Response / [redacted] (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 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 USThe 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 accountWe 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 / [redacted] (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 $to your Rouge accountThis is the equivalent of expedited 1-Day Flash Shipping chargesThe 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 / [redacted] (2000, 7, 2016/02/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank youI spoke to the solutions department after writing my complaintThe employee helped me resolve the issueI 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 / [redacted] (1000, 5, 2014/02/20) */ Dear ***, We sincerely apologize that the order you placed for valentine's day did not arrive as expectedWe have refunded your 2-day shipping cost, which was $plus tax, for a total refund of $back to your Master Card If you no longer need the item, please let us know and we can give you more information on how to return it either at a local store or by sending it back to us Regards, [redacted] Sephora Client Services Final Consumer Response / [redacted] (2000, 7, 2014/02/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (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 $has been processed as a refund to your JCPenney card ending in This transaction will appear within 1-business days from 1/12/on your billing statement As an apology, we have added points to your Beauty BankThese 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 / [redacted] (1000, 5, 2015/12/07) */ Dear [redacted] , We have received your Revdex.com complaint and sincerely apologize for the delay in processing your return Per the notation on your order, it appears that the refund was processed the same day you filed your Revdex.com Complaint as you also called in to speak with our Beauty Advisors In regards to your questions, we understand that the delay in our response may be frustrating and we are very sorry you had to inquire multiple timesOur agents have been experiencing a higher call volume and email volume than which unfortunately, caused a delay in our responses Please note that Sephora does not send confirmation once a return is receivedWe do however, send confirmation once the return is processed Again, we are sorry that you experienced a delay in seeing your return processed, however the refund has been createdWe have also added points for the inconvenience to your Beauty BankThese points never expire and may be redeemed online or in store Best regards, Sephora Client Services Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I recd a response from the Revdex.com that you do not intervene in cases of Customer Service, but now it seems you do? So I am confused but anyway, I contacted my bank, got the forms needed to dispute charges and tried ONE more time to talk to SephoraI believe by then I had emailed times and never received a responseEach time after I pushed SEND up came A REP WILL RESPOND WITHIN HOURSSo I talked to Customer Service and she was nice, felt sorry for me and processed my refundShe says S is busy b/c of the holidaysI said I returned this mid-November, it's not like I returned it Xmas eveAnyways, I got my refund but as I wrote in one of my many emails, I go on FB and YT and warn EVERYONE about S's practicesI recommend going to Ulta if possibleSo it's crazy but I will make one more order, just to spend my points they gave me and then I AM cancelling my account and never ordering from S againThanks for the helpI'm sure the Revdex.com has much more important cases to intervene in than mine and it's sad that I had to resort to this, just to get a $refund

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

Initial Business Response / [redacted] (1000, 6, 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 USThe reality is that in taking steps to restore website functionality, some of our loyal North American and international clients got blockedWe 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

Initial Business Response / [redacted] (1000, 5, 2014/02/20) */ Dear [redacted] , We are sorry to hear that you were unable to add the fragrance bag promotion to your recent orderWe have scent the bags out to you at no additional cost as an apologyYou will receive an email with your order number and another email once your order ships Regards, [redacted] Sephora Client Services Final Consumer Response / [redacted] (2000, 7, 2014/02/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Sending me the promotion will completely satisfy my reason for filing the complaintThank you

Initial Business Response / [redacted] (1000, 7, 2014/10/30) */ We are genuinely sorry to hear about [redacted] 's experience in both receiving a package without her mascara and also for her not receiving a prompt refund On October 9, 2014, we refunded [redacted] for the full amount of her order $was refunded to the credit card used on her orderWe also added points to her Beauty Insider Beauty Bank, equivalent to spending $on merchandise either in-store or online We acknowledge that the situation was not ideal and we hope that [redacted] will shop with us again to give us the opportunity to show her the kind of experience we strive to offer all of our valued clients Regards, Sephora Client Service

Initial Business Response / [redacted] (1000, 6, 2014/03/21) */ We reached out to our warehouse and asked them to locate the 1.0oz Versace fragrance that the client returnedIt 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- Regards, Sephora Client Service Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I just received a fl oz Versace cologne in the mailI have photographed it for referenceIt does have a large piece of sticker residue on the bottom--something I am almost certain I would have noticed when upon delivery originallyI 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 concernsI 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 caseSince the item was "disposed of," how has Sephora managed to return it to me? Please address the conflicting stories I've been toldI 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 orderedI will NEVER be shopping with Sephora again unless a resolution is reached

Initial Business Response / [redacted] (1000, 10, 2016/01/25) */ Dear ***, 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 furtherPlease 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 / [redacted] (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 SephoraRight after contacting Revdex.com Sephora refunded my moneyI have been trying to get my refund since November it should not have taken them that longThank You Revdex.com for your assistance in this matter Final Business Response / [redacted] (4000, 14, 2016/02/08) */ Dear ***, 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 resolvedPlease 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 / [redacted] (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 productsi also recommend Sephora to all my friends and family which I will not be doing anymoreThank you Revdex.com you can close this case

Initial Business Response / [redacted] (1000, 6, 2014/07/11) */ Dear ***, On 7/3/2014, before your Revdex.com Complaint was filed on 7/7/2014, you spoke to a Sephora.com SupervisorAs 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 compliedHence, you will not receive a credit card refund Regards, Sephora Client Services

Initial Business Response / [redacted] (1000, 5, 2014/11/25) */ Dear ***, 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 experience We have reactivated your account, [redacted] @vip.qq.com 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.) That is not the account I have been talking about [redacted] @163.com is the one [redacted] @vip.qq.com has never been blockedWhat are you talking about?! Final Business Response / [redacted] (4000, 9, 2014/12/03) */ The account was reactivated and we apologize for the inconveniencePlease send us your primary email account info to [redacted] @sephora.com Regards, Sephora Client Service

Initial Business Response / [redacted] (1000, 7, 2015/02/23) */ This client was emailed directly and informed that we would not be able to provide his requested refundThe client was also informed that he would no longer be allowed to place orders on Sephora.com as we have verified that the items he stated were missing from the order were in fact included in his shipment

Initial Business Response / [redacted] (1000, 5, 2015/11/01) */ We have received your Revdex.com complaint and sincerely apologize for any confusion or embarrassment that may have occurred during your recent store visitWe reviewed your account and were able to see that on 10/27/at the Evergreen Walk location you were able to return NARS LipsticksOn this day you also purchased NARS lipsticks in different shadesIt appears that the store was able to successful make the exchange by issuing a refund for the unwanted items so that a purchase could then be made When making a return or exchange in a Sephora store location if you do not have a receipt or gift receipt to present as proof of purchase, the store will need to verify the purchaseThis can be done by presenting the credit card that was used, or by looking up the purchases in your Beauty Insider accountFor approved returns without a receipt or where we cannot otherwise verify your purchase, we offer store credit in the form of a Sephora merchandise creditPlease keep in mind that all returns and exchanges made in store locations are at the store's discretion http://www.sephora.com/customerService/customerServiceTemplate.jsp?mediaId=XXXXX...⇄ Returns without a receipt or that cannot otherwise be verified, will require a valid government issued photo ID that will be swiped, scanned or manually recorded at the time of the returnInformation from your ID will be retained in a third party database (The Retail Equation aka ***) of customer return activity that Sephora uses to authorize returns and prevent fraudOnce again our deepest apologies if anything involved in this process made you feel uncomfortable For questions regarding store return decisions, please contact [redacted] (The Retail Equation) Customer Service at X-XXX-XXX-XXXX, Monday through Friday, 8am-5pm PST, send them an e-mail to [redacted] @theretailequation.com or a letter to the mailing address listed below [redacted] PO Box XXXXX [redacted] XXXXX [redacted] (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 On 10/28/we added points (the equivalent of spending $with us) to your Beauty Bank for any inconvenience experiencedThese points never expire and can be redeemed for deluxe samples 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 Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) It does not seem that this business values there customers whatsoever I'm aware of the policy and have reviewed it in detailI was even told by one of your customer service reps that the information given to me was incorrectI am not happy with this resolution as I mentioned I have never had a situation present itself as embarrassing as the way I was treated at this storeI feel the way I was treated was degrading and as I mentioned before this was my first exchange there was no reason for this treatmentAs I mentioned before the only way I would ever shop at this store again is if they gave me a merchandise credit for the inconvenience I don't think the beauty points are sufficient and it is insulting how little this company caresThat they would let there employees lie and embarrass actual customers Final Consumer Response / [redacted] (3000, 14, 2015/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This resolution is absolutely insulting they literally gave me a $service that I do not needI will be taking my business elsewhere as clearly they don't care to keep it at this establishmentIts a shame that you would allow such customer service to occur and insult your clients with pitiful resolutions for suck a large companyI will be shopping elsewhere no reason to go to a store where you don't value your clients Final Business Response / [redacted] (4000, 16, 2015/11/17) */ Dear [redacted] , We sincerely apologize for any miscommunication regarding this Revdex.com complaintWe never mean to offend and had hoped to find a feasible middle ground by offering you our Flash 2-Day Shipping subscription and credits to upgrade this service to 1-Day Flash Shipping We respect your decision to shop with other retailersShould you choose to shop with Sephora again, our Cast Members will be happy to assist you in store and our Beauty Advisors are available for any beauty questions you may have by phone or email The complimentary Flash shipping subscription will remain active on your account until 11/11/The store credit of $will also remain available to you as it never expires Our hope is that you will once again choose Sephora for your beauty purchases and will be able to take advantage of these offers Regards, Sephora Client Services

Final Consumer Response / [redacted] (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 returnedThankyou

Initial Business Response / [redacted] (1000, 16, 2015/09/09) */ We were unable to locate any account information for this client as well as any email correspondencesLikely, the client was advised that to call so that we may advise that we provide free samples with all online orders and the gift offers online are not available in our retail stores

Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ Dear [redacted] , We sincerely apologize for the difficulty you have experienced while unsubscribing to our emails We have removed your email address from our mailing list and submitted the issue to our IT department for further researchPlease allow 7-business days for this update to take effectWe sincerely apologize for any inconvenience this may have caused Regards, Sephora Client Services Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received another email todayYou haven't fixed anything Final Business Response / [redacted] (4000, 9, 2015/10/25) */ We sincerely apologize you received an email from Sephora We have re-submitted your complaint as a priority to our IT departmentWe are ensuring no emails will be sent to either of the email addresses provided through this Revdex.com complaint Again, we are very sorry for any inconvenience and we thank you for your patience Final Consumer Response / [redacted] (3000, 13, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Received another email today! Holiday sets are in!! When I stop being contacted we can close the issueYour system is obviously very brokenWhen does this become harassment?

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