Sephora

Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ Dear ***, 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/and a refund was processed in the amount of $to the form of online store creditThis 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 peoplePlease note that for security purposes, any future orders must be shipped to an alternative addressIf 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 / [redacted] (3000, 7, 2015/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sephora has blocked my accountThey 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 / [redacted] (4000, 9, 2015/12/15) */ Dear ***, 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 peoplePlease note that for security purposes, any future orders must be shipped to an alternative addressIf 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 / [redacted] (2000, 11, 2015/12/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I got my money back

Initial Business Response / [redacted] (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 stockWe have processed a refund for you to the original forms of payment The amount of $will be returned to your VisaThe $that had been applied by Gift Card will be refunded in the form of online store credit on your accountThis store credit never expires and will automatically apply to your next online order We have also added an additional 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 / [redacted] (2000, 7, 2015/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/06/25) */ The orders you have attempted to return with Sephora.com, originally purchased between and 2010, are aged and we are therefore unable to locate them in our online databaseFor this reason, a return with Sephora.com is not possible Your orders were returned to you and were delivered to your address on 6/24/The UPS Tracking number for this package is 1Z849EWXXXXXXXXXXXPlease visit any Sephora store for assistance with your return Regards, Sephora Client Services Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sephora does does not take responsibility for their poor customer service or acknowledge that they use a third party who are not familiar with their policiesSephora clearly will not honor their own policy and has resorted to defaming a long-standing customer over a $return of unused items that had receiptsI look forward to returning everything I have purchased from your store and taking my business elsewhere If I knew your company was devoid of business ethics to the point that they don't honor their own policies I would never have purchased anything from you

Initial Business Response /* (1000, 7, 2014/12/30) */
Dear ***,
Thank you for bringing this oversight to our attention
We apologize that your order #XXXXXXXXXX could not be fulfilled and that you were not able to utilize your 20% savings during our recent promotion
We have
added a Store Credit to your Sephora.com account in the amount of $- this is the discounted amount you would have received from the above mentioned orderYour store credit never expires and will be automatically applied to your next Sephora.com order(s) before any other method of payment is required
Please be aware that this store credit is valid on Sephora.com only and cannot be used within our physical Sephora stores
We apologize for the inconvenience this has caused and hope you will shop with us again so that we may show you the true Sephora shopping experience that we strive for
Regards,
Sephora Client Service
Initial Consumer Rebuttal /* (2000, 9, 2015/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the resolution and look forward to doing business with Sephora in the future as well
Thanks,
***

Initial Business Response /* (1000, 15, 2015/09/09) */
On 11/25/2015, we sent a formal apology via mail 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 letter, we advised the client that the account was reactivated the account and we offered a 20% discount with free expedited shipping for the client's next online purchase

Initial Business Response /* (1000, 5, 2015/12/17) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for your recent Sephora experience
We regret that we were unable to locate a Sephora account with the email address providedPlease reply via the Revdex.com or
email ***@sephora.com with your registered email address or Beauty Insider card number so that we may best assist youIf you have a copy of the receipt, please include a photo as well
Again, we are so sorry to hear that you may have received opened productsSephora does not sell items that have been returned and this is a concerning incident
We hope to hear from you soon,
Sephora Client Services

Initial Business Response /* (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 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 experience
We have reactivated your account, ***@qq.comWe are happy to honor free Expedited Shipping on you next phone order with usPlease 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 /* (1000, 5, 2014/12/03) */
The account was reactivated and we apologize for the inconveniencePlease email your primary email address you would like to use to ***@sephora.com
Regards,
Sephora Client Service

Initial Business Response /* (1000, 5, 2015/11/04) */
We have read your submitted complaint and appreciate that you have provided us with the opportunity to assist you further and hopefully bring clarity to this situation
We sincerely apologize for any confusion regarding the payment
method that was applied to your online order that was placed on 11/8/During the ordering process on Sephora.com when payment information is entered on the checkout page and the back button is pressed before clicking the place order button, the new payment information entered will not be savedIt is correct that when this occurs there is no "pop up" warning advising that the payment is not saved and will need to be re-entered when the client continues again with checkoutIt is also correct that if there is a saved method of payment on the account and the client continues on with order placement, the saved method of payment will be appliedThis is not a technical glitchWe are very sorry if there was any misunderstanding regarding this during the checkout process and we will forward your feedback to the appropriate party
However, when continuing on with the checkout process if the client presses the red "Place Order" button on the checkout page, a new screen will appearOn this screen all order details will be shown including all items in the shopping basket, the shipping address, promotional offers applied and the method of payment being usedThe method of payment will display the type of credit or debit card that is being applied, the last four numbers of the card, the expiration date and the billing address for the cardAt this stage the order has not been placed and the client has the opportunity to review all aspects of the order before submittingThere is also a clear reminder to the left of the "Place Order" button that states "Please review your order information.If everything is correct, click the Place Order button."
In regards to your order that was placed on 11/8/2015, we reviewed your account and were able to see that you contacted us on 11/28/about this orderWe also issued an online store credit to your account for the amount equivalent to 20% of your merchandise total, for the promotion that you stated was missing for the order in question placed on 11/8/Our records show that this store credit was accepted and used in it's entirety in separate orders that were placed on 12/17/and 2/8/on your accountYou also stated that you had received your order and that items were missingWe placed a replacement order for the missing items at no additional charge on the same dayThis replacement order was delivered to you on 12/2/
There is no reference in the notes that were made on your account by the supervisor that assisted with your call on 11/28/stating that you asked that the credit card used on the order be refunded and a different credit card be charged for the orderThere are also no notations on your account stating that you had advised us that you did not intend for that credit card to be used as a method of payment on the order
We were not able to find any correspondence from you in reference to the payment issue you are stating occured during order placement on 11/8/The only additional correspondence we received from you were in the form of emails that were sent to us on 12/17/Two inquires were made in the correspondenceOne requesting that an order that you placed on the same day be cancelledWe replied to you on that day advising that we could not cancel the orderOne additional inquiry regarding a return of merchandise that was sent back to usWe advised on the same day that the return had not yet been processed
With the exception of this Revdex.com complaint opened on 10/26/2015, we have no record of any additional correspondence or attempt by you to contact us since 12/17/
Sephora is not responsible for any clients decision to not meet their financial obligations with their creditorsWe are under no obligation to pay any finance charges or late fees that are the result of any clients decision to not pay their creditors in a timely fashion for charges made on our website
In the spirit of making your Sephora experience more enjoyable and for any misunderstandings that may have occured, we have enrolled you complimentary in the Flash day shipping programWe have also added an online store credit in the amount of $to your accountThis will allow you to upgrade future orders to one day shippingIf you choose not to upgrade the shipping, the store credit will automatically apply towards 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
Initial Consumer Rebuttal /* (3000, 7, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sephora admitted that 1) its website defaults to a payment method that consumers did not intend to use which unwittingly forces them to use an unwanted, unintentional method of paymentIn my case, Sephora caused a significant charge to be charged to a credit card with high interest rates when I entered and intended to pay with a credit card with 0% interest; 2) when Sephora's website failed to properly deduct the 20% promotion code that it heavily marketed, SEPHORA MADE A UNILATERAL, SELF-INTERESTED DECISION to refuse a proper request for the refund of the 20% overcharge to be credited to my original form of payment and instead only present an offer for in-store credit which could only be used online
By issuing a store credit which I could only use online, Sephora ensured that I would spend $1000, rather than $800, by forcing me to use money that I should have been free to use at my discretion, not in a way that only benefits SephoraI had no choice but to use the in-store credit on Sephora's terms because Sephora refused to refund my original form of payment which Sephora acknowledges was not my intended form of paymentI used the in-store credit as collateral for a proper creditI still have the merchandise and am happy to return it if Sephora provides a cash refund plus interest in the amount of $I DO NOT WANT THESE PRODUCTS AND AM HAPPY TO RETURN THEM IF SEPHORA WOULD ACT IN GOOD FAITH AND FOLLOW WHAT ALL OTHER MERCHANTS PRACTICEAPPLY ANY REFUND TO THE ORIGINAL FORM OF PAYMENTThis wasn't a matter of a lost receipt or items/prices/date of transaction that couldn't be verified which might justify a store creditI immediately reported the error and Sephora at all times was in possession of every detail of the transaction so Sephora had no reasonable basis to deny crediting a refund to my original form of payment
I cannot control what the rude Sephora representative chose to document as my complaints and concerns for contacting SephoraMy complaints are consistent with my dispute since Dec with the issuing bank that Sephora forced me to use because, by its own admission, its website STEALTHILY defaults to another form of payment with proper notice to the consumerEven when I called to complain and have the transaction corrected, Sephora refused what should have been a simple dollar-for-dollar request
Even now, Sephora offers a paltry and worthless compensation of free shipping that again drives business back to itselfSephora, even after admitting its errors in processing my order and failing to follow basic fundamental refund policies of applying any refund to the original form of payment, does nothing to resolve the substantive part of my complaint1) refund the original form of payment for the value of the 20% promotion that Sephora failed to properly apply to my $order PLUS 10% interest and DO NOT FORCE consumers to have to shop with Sephora by issuing store credits instead as a result of its own admitted errors, 2) reverse the transaction to the erroneous default form of payment which Sephora's website caused, and 3) charge that amount to my intended credit card
Since Sephora refused to correct its own errors and resolve this transaction in good faith, I intended to return all the merchandise to the Palo Alto storeHowever, the night before I planned to return them, on Jan 2015, our car was broken into in front of our own houseThe original box, receipt, and merchandise were among several things stolen from the carI filed a police report and reported the more than $loss
Sephora could have easily prevented all of this if it had just practiced good faith business practices and responded to my timely complaints and reports of errors made in an online transaction on sephora.comThat Sephora acknowledged that it was fully aware of these problems yet refused to fix them is entirely disturbingHowever, it's not surprising given Sephora's immediate response to issue a resolution entirely in its favor when I brought this issue to its attention and now, it does so again by extending a worthless offer that stands to benefit Sephora but not in any way, address the admitted root cause of the problems
Final Business Response /* (4000, 9, 2015/11/17) */
Thank you for responding to our replyWe are happy to have the opportunity to offer further clarification
Our website does not deliberately default to an unwanted payment methodIf a credit or debit card is saved in a client's account and the client has selected it as their default credit card, that card will automatically be applied as the method of paymentIf the client selects or enters a new method of payment and then proceeds to the place order screen, the new selected payment will be appliedAs we stated in our previous response to you, on Sephora.com during the checkout process if a client has entered or selected new payment information and navigates away from the checkout page the information will not be savedThis is not a stealthy attempt to deceive the client in any wayIt is simply the way the website functionsA message advising that the information is not saved is not displayedThis is not entirely unique to Sephora.comIt is not uncommon on many major retail websites to not have this type of messagingRegardless, when the client continues with the checkout process they will reach a final screen where the opportunity is given to review all aspects of the orderIt is the client's sole responsibility to review this information thoroughly and make any necessary corrections before placing the orderTherefore once the client has willingly pressed the place order button they are acknowledging that their entire order and payment information is correct and are authorizing Sephora to process the order and charge the credit or debit card that was displayed on the place order screen
We could not find any indication in any correspondence or notes left by supervisors and agents that you advised us that you had made this payment error when placing your orderWe were not contacted by you immediately after you placed the orderYou contacted us via phone days later stating that you had applied a promotion code for a 20% discount and that discount had not been applied
Even in the case that we had been advised that you had made a payment error on your order, we would not have been able to cancel the order or change the payment methodAt the time of your phone call to us the order had been delivered and in your possession for days and the payment settled
We have once again reviewed the order in question placed on 11/8/The promotion code that was entered was ***This was not the 20% off discount promotion code that you have stated we knowingly did not honorThis code was for a "Flawless Refresh" deluxe sample bagThis information would have also been displayed on the final checkout screen for you to reviewSephora can only accept one promotion code per orderThis policy is stated in the fine print of all offers, on the Customer Service information page, and in the promotion code section on the checkout screenAs a discount promotion code was not applied to the order we are not under any obligation to issue a refund in the amount of the discount
When we spoke to you on 11/28/we agreed to extend the 20% discount to you in the form of an online store credit in the applicable amountAlthough a promotion code had been redeemed on the order, and the 20% promotion code had long expired, a supervisor approved the store credit as a onetime courtesyAs you have spent the store credit in its entirety that would indicate that you were satisfied with our courteous appeasement
This online store credit was in no way offered as any type of collateral or promissory payment of any alleged debt owed to you by SephoraUnder no circumstances would Sephora offer or imply that they were making any type of promissory payment towards a credit card refund to be made to you at a later date
As the purchases that were made with this store credit were made outside of our return time frame of days we would not be able to accept their return
We have again reviewed your account and found that between 12/17/and 10/27/your account was not accessed by any Sephora Client Service agentsThis indicates that there was no communication from you during this period and that we had no knowledge of your ongoing dissatisfactionIn the absence of any continued communication from you up until 10/26/that you were unhappy with the store credit appeasement we could only come to the conclusion that you were satisfied
We are genuinely sorry to hear that your car was burglarizedHowever Sephora is not in any way responsible for the theftThis was not caused by Sephora as we have no control over what our clients choose to do with their merchandise after purchasingThe merchandise ceases to be the responsibility of Sephora once it is in the client's possession
It is always our goal at Sephora to make our clients happy and to work with them when any order problems ariseIn this case we have exhausted every reasonable solution that we have available for these issuesThe request to modify an order that was placed over a year ago by issuing a refund to the credit card on the order and to then charge another card is not reasonable or feasibleIt is also unreasonable to expect Sephora to be responsible for any consequences that have arose as a result of any client not meeting their financial obligations as we have previously stated
We are sorry to hear that you do not find the offer of the store credit to be an adequate appeasement for the situationWe respect your decision to no longer choose to shop with usThe online store credit that we have recently issued will remain on your account should you decide to place an order in the future
Final Consumer Response /* (4200, 14, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My claim remains that Sephora charged the wrong credit card, making this purchase an unauthorized charge to my credit card
Sephora's admission that it charged the wrong card: "on Sephora.com during the checkout process if a client has entered or selected new payment information and navigates away from the checkout page the information will not be savedThis is not a stealthy attempt to deceive the client in any wayIt is simply the way the website functions."
Sephora states that its employees failed to document the nature of my call in which I expressly complained about the incorrect transactionHow can I, or any customer, control what Sephora chooses to document? I have maintained and documented since Dec that Sephora charged the wrong credit cardI have prior consistent statements of my claimsWhat Sephora employees failed to document is OUT OF ANY CUSTOMER'S CONTROL so Sephora turning to its own documentation which is not surprisingly in its favor is of NO USE
Furthermore, Sephora admits that even if it had been notified of ITS error which it openly admits occurs on its website where my order was placed, Sephora would have refused to correct itThis supports my claim that Sephora did notb/c it admits that it would not havetake immediate necessary action to correct the error that I brought to its attention as soon as I learned about it
Even now, Sephora unreasonably rejects the most obvious and simple solution: Charge the correct credit card that I intended to use and which I entered for payment which Sephora.com switched to a default card without providng me or any other innocent, unsuspecting customerany sort of prompt or notification of this substantial change for the correct amount including the 20% coupon code that I enteredRefund the original amount to the erroneously charged credit card
If Sephora had only done the simple arithmetic, which I realize as a makeup company isn't its strongest suit, and corrected the form of payment when I brought it to its attention in Dec 2014which other merchants HAVE NO PROBLEM DOINGthis would have taken care of everythingNet zero transactionResponsive customer serviceAccountability for its errorSimple solution
I am 77years old on a fixed income who was only trying to buy Christmas gifts for my five daughters and two granddaughters based on the promotional emails Sephora kept sending me of its 20% sale, I am shocked and aggrieved by the lack of customer service and refusal to take responsibility for its admitted errors and correct them with the simple straightforward solution especially by Sephora's corporate officeThis is elder abuse and fraud and misrepresentation by a multi-million dollar corporationI shall continue fighting this through the proper channels which apparently these days includes social media campaigns to get the public to weigh inWith Christmas once again upon us, I'm sure fellow shoppers will want to know to avoid a company like Sephora who admits its mistakes, refuses to correct them, and then only relies on selective documentation made by its employees over whom customers have no control when it comes to recording our complains accurately and thoroughly

Initial Business Response /* (1000, 5, 2014/04/02) */
After careful consideration and review of your account purchase history, your account was deactivated based on reselling of your Sephora purchasesProducts purchased through Sephora are not intended for reselling purposes for this
reason you are not eligable for the Sephora Rewards pointsNo further purchases may be made through Sephora.com
Regards,
Sephora Client Service

I look forward for the complainant to receive the calling log from the water works department so he can see with his own eyes that a call was made to cancelled the shut off valveHopefully this will be sufficient for him and stop accusing me of forgetting and not calling as I stated initiallyAfter this issue is resolved I would hope that I would receive an apology from the complainant and clear my name from his accusations

Initial Business Response /* (1000, 7, 2015/04/01) */
This complaint was already responded to on 3/20/This client was provided the details of her return, her refund, and the subsequent order she placed on 3/15/
We have no further information to provide
Initial Consumer
Rebuttal /* (3000, 9, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sephora did contact me but when I responded to their note, I was promised a follow-up, which was not followed through with
My complaint is still not resolved and I still have not heard back from Sephora for a week
Final Business Response /* (4000, 11, 2015/04/03) */
I attempted to contact this client by phone on 4/3/at 10:20amA voicemail was left with my direct dial and the client was advised that she may contact me if she would like information beyond what I have provided to her by email
Final Consumer Response /* (4200, 13, 2015/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First and foremost, I did not receive an e-mail of any kind from the opposing partyThis did not leave me with any option to reply to Sephora via e-mail
Secondly, I was, indeed, contacted by phone and was left with an inaudible message from a gentleman whose name I could not make outHowever, I was able to put pieces together to gather a phone number, which I called back later that day and left a voicemailI received no further contact from that point forward
To review: I received a voicemail that I could barely make out and still have no resolution to my original complaint, therefore, I do not accept the resolution that has still not been presented to me

Initial Business Response /* (1000, 5, 2015/11/17) */
Dear ***,
We have reviewed your Revdex.com Complaint and sincerely apologize for the inconvenience of having been sent the incorrect item
Sephora is aware of the issue and is working with our Distribution Centers and Merchants to
ensure that this issue does not persist
Upon review, you have placed two orders for the bareMinerals Get Started Complexion Kit (Item #XXXXXXX)We are sorry to hear you have experienced difficulty both in store and with our representatives to ensure you receive the correct item
As the issue is actively being resolved, we are unable to send you the correct item at this timeOur agents have already refunded you for one Kit as of 11/11/and we have refunded you for the second kit as wellPlease allow 1-business days for the refund to appear on your statement
Additionally, we would like to offer you complimentary shipping on your next order for the inconvenienceDue to system limitations, we are unable to place an online store credit for free shipping on your accountTo ensure you may take advantage of this offer, please contact our Beauty Advisors by phone at 1-877-SEPHORA (X-XXX-XXX-XXXX) once you have placed your next orderOur agents will be able to refund you to the original form of payment for the shipping charge
Best,
Sephora Client Services

Initial Business Response /* (1000, 5, 2016/01/18) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for the error with your Gift Card purchase
We would like to reimburse you for the amount of $Please email ***@sephora.com with your
preferred contact times so that we may verify information and process your refund
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, 2016/01/22) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty you have experienced with your order
After researching your account, we have verified the errors that took place when your refund was
processedRest assured, the full amount of $has been refunded to your Master Card ending in ***Please allow 1-business days for this transaction to appear in your billing statement
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 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, 2015/12/17) */
Dear ***,
We have reviewed your Revdex.com complaint and are very sorry to hear you are having difficulty redeeming your eGift cards
Please email ***@sephora.com with your eGift Card information so that we may research
the matter further
We apologize for any inconvenience and look forward to hearing from you
Best regards,
Sephora Client Services
Final Business Response /* (4000, 8, 2015/12/23) */
Dear ***,
Thank you for your patience
We have reviewed the eGift Card information provided and per our records, both eGift Cards have been redeemed
The eGift Card *** had a balance of $which was redeemed in its entirety on order #XXXXXXXXXXThe eGift Card *** also had a balance of $$was redeemed on the same order, order #XXXXXXXXXX and the remaining balance of $was redeemed on order #XXXXXXXXXX
The second order was returned and the eGift Card value was applied to your account in the form of online store creditOnline store credits never expire and automatically apply towards your next online ordersAs of 12/22/it appears there is a remaining balance of $on your account
Should you have any additional questions in regards to your account, please do not hesitate to contact us again
Regards,
Sephora Client Services

Initial Business Response /* (1000, 7, 2015/01/07) */
This client was contacted by phone and given the $refund she requested
Initial Consumer Rebuttal /* (2000, 9, 2015/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A representative from
Sephora phoned me yesterday to issue a $credit on my American ExpressI am very satisfied with their handling of my complaintThank you Revdex.com!

Initial Business Response /* (1000, 5, 2014/07/11) */
A refund was processed on July 11th in the amount of $ to the credit card on filePlease allow 5-business days for the refund to reflect in your bank account
Regards,
Sephora Client Services
Initial Consumer
Rebuttal /* (2000, 7, 2014/07/15) */
Hello Ms***,
I received a call from "***" at Sephora on 7-11-He stated that they can now refund my $to my current credit card(He could not explain why I was previously told this wasn't an option)I just logged on to my credit card account and the $refund from Sephora is showing, so it does appear that they have refunded my money
Thank you for your assistance!
~*** ***

Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience
We would first like to reassure you that we do still have some spots left on our Play! subscription list, and invite you to re-enroll at your earliest convenienceAdditionally,
we want to reassure you that our agents do not provide fake namesIt was purely coincidence that you spoke with two agents with very similar names
We understand this has been a confusing experience and thank you for providing your feedbackThis has already been forwarded to the Client Services department to ensure this type of experience does not occur again
We would like to apologize for the confusion and overall experience, and have added an additional *** points (the equivalent to having spent $*** with Sephora) to your Beauty BankYour new Beauty Bank total is *** pointsThese points never expire and may be redeemed online or in store for gifts available at checkout! Also, an online store credit in the amount of $*** has been added to your Sephora accountThis online store credit also does not expire, and will cover the cost of our expedited 1-Day shipping option on a future orderShould you prefer to not use this amount towards your shipping costs, the credit may be applied to your merchandise total
Sephora prides itself on providing excellent customer service to all our valued clients, and we cannot apologize enough that your recent experience was not a good example of thisWe hope you will choose to shop with Sephora again so that we may show you the kind of experience we strive to provide
Best regards,
Sephora Client Services

Initial Business Response /* (1000, 6, 2014/11/25) */
Dear ***,
Thank you for taking the time to write your complaint and share your concernsPer our phone conversation today, you preferred that I respond to you via the Revdex.com platform versus telephone
I am genuinely sorry to hear
about your experience with us regarding information about your Sephora.com Rouge account and recent cancelled ordersI would like to clarify that you were not "Banned" in our database or considered fraudulentI apologize that you were told otherwise
Your recent orders were cancelled due to quantity limitationsQuantity limitations are in place to ensure that more clients are able to purchase their favorite productsLimitations vary depending on the specific product and its availabilityThis was a business decision and we are unable to make an exceptionIn the future, should you place orders containing multiple quantities of the same item, your order will be reviewed, per this policyThis is a policy that we have in place for all clients
I acknowledge that the situation was not ideal in that you were provided incorrect information about your accountI 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
Please contact us at 1-877-SEPHORA (XXX-XXXX) so that we may honor 20% off your order and free Expedited Shipping
Regards,
***
Sephora.com Client Services Supervisor
Initial Consumer Rebuttal /* (3000, 9, 2014/12/02) */
Another update- They have now shipped orders After the 20% discount for VIB Rouge was over
Not happy about that
Still waiting to hear back
Final Business Response /* (4000, 11, 2014/12/03) */
The account was never blocked and the communication the client received was incorrect on our endWe apologize for the inconvenienceOn November 25th a client service representative contacted the client and offered the 20% coupon on the next online order as well as free next day shipping
Regards,
Sephora Client Service
Final Consumer Response /* (2000, 13, 2014/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ill accept that, although I wish I could just get a 20% discount code to use myself instead of having to call to place an order to receive the discountAlso- others that got the discount got to use it for daysI get a one time use
Ill place my order once a couple other things come back in stock