Sephora

Initial Business Response /* (1000, 5, 2014/11/24) */
Dear ***,
Based on the email you have provided, ***@gmail.com and based on another email we have on file for you, ***@gmail.com, we have found that both of these accounts are active and have not been blocked
Kind
regards,
Sephora.com Client Services
Initial Consumer Rebuttal /* (2000, 7, 2014/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/14) */
Below is the email response that was provided to this client directly
Dear ***,
Thank you for contacting Sephora.com
We received your complaint from the Revdex.com and appreciate your bringing your concerns to our
attention so that we may assist you furtherThe Victor and Rolf Flowerbomb gift set was recently advertised with the incorrect price of $and although this error caught the eye of many of our clients we appreciate the understanding that the price was indeed an error and that we could not provide the item for this priceThe discounted set was an error in our email advertisement but was in no way intended as a bait-and-switchWhen it was brought to our attention we acted quickly to resolve the issue and gladly offer a wonderful Viktor & Rolf Flowerbomb Travel Duo with additional points and with free shipping
We can see by the notes on your account that you declined these offers but want you to know that they are still available to you, should you wish to take advantage of themIn order to receive the V&R Duo with free shipping and your extra points, please reach out to one of our Beauty Advisors by calling *** (877-SEPHORA) as these added bonuses are available only by phone
Regarding the secondary request made in your complaint, we are unable to provide you with a gift card to compensate you for your time
We apologize for any inconvenience this error may have caused and once again thank you for your patience and understanding
Regards,
Sephora Client Services

Initial Business Response /* (1000, 12, 2015/02/24) */
This client was emailed directly advising her that the incident would be researched and that she would be contactedIn a separate email the details of the complaint were sent to the appropriate person within our retail division and they
will contact this client within a few business days

Initial Business Response /* (1000, 5, 2015/12/08) */
Dear *** ***,
We have reviewed your Revdex.com complaint and sincerely apologize for any inconvnience caused by your online order
Upon review, your credit card has been refunded in the amount of $as of 12/7/This
transaction may take 1-business days to appear on your financial statement
Again, we are truly sorry for any inconvenienceWe hope you will shop with us again so that we can show you the kind of experience we strive to give all our valued clients
Best regards,
Sephora Client Services

Initial Business Response /* (1000, 15, 2015/09/09) */
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 accounts were
blocked in errorIn the same correspondence, we advised the client that both accounts were reactivated and we offered a 20% discount with free expedited shipping for the client's next online purchase

Initial Business Response /* (1000, 5, 2015/05/12) */
The email below was sent directly to this client:
Dear ***,
We received the complaint you filed through the Revdex.com and appreciate your bringing it to our attention and for allowing us the time to research the
information completely
After reviewing the details surrounding the incident, we regret to inform you that we can neither provide you with free product nor with a gift card for an equivalent valueThe addition of points to your Beauty Insider account was a promotional amount awarded to your Beauty Bank for the purpose of redeeming them for promotional itemsAs these points hold no cash value, they cannot be used as currency for full-sized productsWe apologize for any confusion that this information may cause and appreciate your understanding
We understand that this information may be frustrating and we appreciate your understandingThe previously provided online store credit of $is still available to you and will be automatically applied to your next Sephora.com order
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, 7, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they read the same scripted response on the phone and copy and paste it into e-mail and of course now this response word for wordThis business can not get away with treating its customers like a piece *** and thinking its okYou can provide a gift card or a free product, you just don't want toThat's ok cause my complaint isn't the only one= regarding you store's not only that I will make sure to tell people I know how you treat them and won't help us the consumerAlso why don't you come down to a human level on reality as a person stop thinking you better then everyone else and close your pre written scripts for a whileThis all could have been avoided if I wasn't told wrong information which is recordedAs well if your supervisor wouldn't have been rude, cocky, annoying, and thought he was some kind of god and hung up on me thinking I would take thatLastly if your company knew what customer service was and meant we wouldn't be having this conversationLook it upTeach your employees etiquette and proper conduct as well as discipline, self control and that customer service means customer serviceWhat happened to pleasing the customer for a companies mistakeLook up the definition of what it means
Final Business Response /* (4000, 11, 2015/06/05) */
This morning the email, below, was sent to this client:
Dear ***,
On behalf of Sephora.com we would first like to apologize for the inconvenience this situation has causedYour persistence in the matter has fueled our continued effort to produce a resolution that better demonstrates our loyalty to our clients
We would like to provide you with a Sephora gift card in the amount of $This is meant not only to show you that we are truly sorry for the service you received, but also to say thank you for helping us to better our company, our employees, and the service we provideIt really is thanks to the perseverance of clients like yourself that we are able to learn and grow and for that, we really are entirely gratefulWe were able to listen to your call with ***, and it is unfortunate that this information came to us too late but it is also why we are reaching out to you today, so that we may rectify the oversight and right the wrong
We strive to provide excellent service to our clients, and we want to reassure you that we have taken all appropriate steps with Ricky to ensure that the experience you had is never repeatedYour recent interactions with Sephora do not reflect the brand, and we deeply apologize for that
When your gift card arrives it will be loaded with the above value, but not yet activated - this prevents the card from being used by someone else should it fail to reach its destination; your card should arrive in - business days via USPSOnce activated, your Sephora gift card can be used at any free-standing Sephora, Sephora inside JCPenney, or on Sephora.comTo activate the card, I invite you to reach out to my direct line by calling (REMOVED FOR PRIVACY)My office hours are Monday - Friday 8am PST - 4:30pm PST
Your gift card was mailed on 6/4/to the address below:
*** ***
(REMOVED FOR PRIVACY)
Sincerely,
*** ***
Sephora Client Services
Final Consumer Response /* (2000, 13, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ty for listening to the callAs well as Listening to me as a customer and I'm glad *** was dealt with properlyAlso thank you also for the gift card and your services

Initial Business Response /* (1000, 5, 2015/08/14) */
Below is a copy of the email this client was sent on 8/14/2015:
Dear ***,
We received the complaint you submitted to the Revdex.com and appreciate that you have brought your concerns to our attention so that we might
further assist you
Sephora is committed to offering our valued Beauty Insiders exceptional rewards to thank them for their loyalty and for being part of our communityYesterday we held an Epic Rewards promotion, and while we have held similar promotions in the past, yesterday's promotion was the largest number of Epic Rewards we have made available to date
Despite our best efforts to predict the response, demand was overwhelming, resulting in our being out of stock very quicklyWe deeply regret this and apologize to our Beauty Insider clients who did not get a chance to participate
At Sephora our first and foremost priority is to give our clients an exciting and fulfilling shopping experienceThose Beauty Insiders who were unable to get one of our limited quantity Epic Rewards, please email us by Tuesday, August 25, 2015, to ***@sephora.com and include your Beauty Insider account number or email address associated with your account
Beyond that, please know that we are committed to learning from this experienceThank you for your ongoing supportWe greatly appreciate you
We look forward to receiving your information and appreciate your patience
Sephora Client Service

Dear ***,
We have reviewed your Revdex.com complaint
size=3>We appreciate the feedback you have providedAs a company, we strive to provide the best service to our clients and your feedback is always welcomeYour information will be forwarded to the appropriate department within our organization and they will do their best to incorporate your feedback in our future endeavors.We apologize if you have not been able to redeem your points for some of our new items in the Beauty BazaarWe would like all clients to have the opportunity to redeem their points for our exclusive offers and apologize if they are now out of stock
We understand it may be difficult to redeem for the more exclusive items, as they are limited quantity, however we will be continuing this programRegards,Sephora Client Services

Initial Business Response /* (1000, 5, 2015/12/04) */
Dear ***,
Upon review, we have already assisted you in regards to the Velour Lashes
For more information, please review our response on your original Revdex.com complaint
Thank you,
Sephora Client Services
Initial
Consumer Rebuttal /* (2000, 7, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/22) */
Dear ***,
We have received your Revdex.com complaint and apologize for any confusion regarding your recent order attempt
According to our records, the order including the Murad serum was attempted twice on October 17th, If an
order attempt is made on Sephora.com, a pending hold is placed on the fundsIf the order is successful, Sephora settles the charge once the order has shippedIf the order is unsuccessfully placed, the pending hold falls off automatically within 1-business days, depending on your financial institution
Upon review, our agents advised you of the 1-business day holdThe additional authorization on your account was released by your financial insitution as of October 20th,
If the pending authorization still appears on your statement, we recommend reaching out to your financial institution as Sephora.com has not settled on this payment
Regards,
Sephora Client Services

Dear Sophie, We have reviewed your Revdex.com complaint and sincerely apologize that you may have had a bad experience in storeAt this time, we are hoping to better understand the situation and have requested
that the store provide footage of the incident so that we may better identify what occurredThank you for your patience while we research this incidentWe hope to resolve this soonBest, Sephora Client Services

They discriminate against ChineseIf they found out that your name looks Chinese, or you are using Chinese credit card for purchase during sales event, they will cancel your order saying that the order is "unauthorized." Even though it was my first time making a Sephora purchase online and I have a U.Sshipping address, my order (of only two items) got canceled twice for no reason I will never go back to Sephora again

Initial Business Response /* (1000, 7, 2014/11/25) */
Your account has been linked to persons' with an intent to resale their Sephora purchase(s)Based on where you reside, we recommend that you place your future orders using the Sephora.CN website to ensure delivery and quality of your
purchase
Initial Consumer Rebuttal /* (3000, 9, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sephora block many Chinese online account by saying they want to resale their products, it's funny because some accounts are newly set up and never bought anything yetAbout my account, yes, I set up this hotmail account many years ago when I am in China, now I have been living in the U.S for almost years, I still use this email address, so what, that means I am a reseller? why should I place my order though sephora.cn? Sephora's response confirms the guess that they block customers based on their nationality, not because they did any wrongNow I know what kind of company Sephora is, and I will never anything from it
Final Consumer Response /* (3000, 15, 2014/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
STOP lying, Sephora! I bought two items (returned one for allergy) this year, and I am using the other one right now, how can I resell it? The only reason you deactive my account is because I am using Chinese emailAnd many people's account were banned even though they has bought nothing, so how can they violating Sephora's Terms of use? You Liar!
Final Business Response /* (4000, 17, 2014/12/10) */
This complaint has been addressed prior with our final business decisionWe are unable to transfer any points regarding this account
Regards,
Sephora Client Service

Initial Business Response /* (1000, 5, 2014/03/03) */
Dear ***,
We apologize for any confusion regarding our Sephora gift cardsOur gift cards are able to be used for payment in any free-standing Sephora store or online at Sephora.comThey are not redeemable at Sephora.ca,
unfortunatelyIf you would like a refund for the balance left on your card, we may be able to assist youPlease respond with your gift card number, or contact us via phone at X-XXX-XXX-XXXX
Regards,
Sephora Client Services
Final Consumer Response /* (2000, 7, 2014/03/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com, thank you for all your help! After numerous emails to Sephora with no satisfactory response to my complaint, one call from you seem to do the trickThank you again!

Initial Business Response /* (1000, 5, 2015/01/07) */
This client was refunded the $she requested as of 1/7/The client was emailed and given all required information
Initial Consumer Rebuttal /* (2000, 7, 2015/01/14) */
(The consumer indicated he/she ACCEPTED the
response from the business.)
Received the $owed due to precious purchase meeting coupon requirementsHope their policies and customer service practices are investigated to assure no future problems or aggravation for customersThank you Revdex.com for your assistance!

Initial Business Response /* (1000, 7, 2015/04/23) */
This client was emailed directly by our office as well as by the general manager of the Sephora store in question as we wanted to ensure that the client felt secure with the use of her cardWe verified that while not always common, it is
a safe and expected practice that the security code of a credit card may be requested in a Sephora store and that none of her personal information was compromised

Initial Business Response /* (1000, 7, 2015/05/12) */
Below is the email the client was sent on 5/12/2015:
Dear ***,
We received your complaint from the Revdex.com and wanted to thank you for bringing this issue to our attention so that we could assist you further
As Sephora.com does not accept the return of items purchased within our physical Sephora locations, the returning or refunding of the item can be a lengthier process than a standard return and we thank you for your patience while we completed these for you
As of 5/6/an online store credit was issued to your Sephora.com account for the amount of $- this is your purchase price of $and local sales tax of 8%Your online store credit is available immediately and will be automatically applied to your next Sephora.com order
There are a few key things to be aware of with your online store credit:
- Your store credit will never expire - it is yours until you are ready to use it
- Your store credit applies to your Sephora.com purchases automatically and will always be the first currency tenderedBecause of this, no credit card information will be required until the value of your store credit has been used completely
- Your store credit is valid online on Sephora.com and cannot be used at a physical Sephora location
If we can assist you further with this or any other inquiry, 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 /* (2000, 9, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I recently was gifted a Sephora gift card for my birthday, it had been sent by mail and was stollenI called the customer service line and had the card shut off and reposted as suchI then had spoken with someone about re issuing me a new oneShe had said she would do so and I would revive one in the mail in about weeksSince then I have not received anything so intrude calling again only to find out that they do not mail gift cardsI asked how I go about getting a new card re issuedI had a hard time understanding her as she had a heavy accentFrom what I gathered she said I needed to go into a store and give them the old gust card number and they would transfer the balance to a new oneThis is also untrueI can't seem to find anyone who can help or knows how to helpIf they can't reissue you a new gift card after shutting off your old one then why even offer that service? So they just get to keep my $25? I would advise to never buy a Sephora gift card as they can not help you if anything happenes to itHorrible customer service

Initial Business Response /* (1000, 8, 2015/09/09) */
We received an email from the client at ***@sephora.com with feedback about our recent Epic Rewards promotionThe client's feedback regarding the promotion was forwarded to the appropriate department and the client was offered a
$one-time promotion code that can be used on a future order prior to 9/30/
Initial Consumer Rebuttal /* (2000, 10, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Giving $is a good step, but expect for next time there will be more rewards and are released in proper way, like at some hour 1k rewards, another hour 2k rewards another 5k, another 10k, with exact time prior notify, this will save time and also trafficOne person shouldn't redeem two, so once they redemmed they can't redeem for next hours, account should be blockedHopefully sephora do this

Initial Business Response /* (1000, 5, 2015/11/24) */
Dear ***,
We have reviewed your Revdex.com complaint and would like to sincerely apologize for the confusion
Upon review, the order was cancelled due to items being out of stockThe points have been replaced in your account
We would love to assist you in placing an order with the 20% offPlease contact our Beauty Advisors by phone before November 30th so that we may ensure your discount is applied
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 /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, when I first made my call to Sephora regarding on this order, I was told the order was cancelled since there was someone called in to cancel which I didn't do so but not because the product was out of stockSecondary, I don't believe that, the sale started on 11/6, I placed my order hours after the sale started, I don't think the order was out of stock at the time I placed my orderSince I was trying to compromise and called Sephora's beauty advisor and tried to replace the same orderBut Sephora's beauty advisor *** gave me really bad attitude and she was telling me the clarins serum was still out of stockThe fact is that I went to Sephora's website to double check and there was so sign that this product was out of stockSo I won't call Sephora's beauty advisor again to discuss about replacing another order since their attitudes were insultingIf Sephora wants to make it up because of their mistake, I acquire a promotion code for 20% that I can use in store or online instead of calling their beauty advisor in order to replace another order
Final Business Response /* (4000, 15, 2015/12/14) */
Dear ***,
We sincerely apologize that there may have been a miscommunication in regards to your order statusWe will forward the feedback to the call center and ensure this is addressed with all our agents
We are sorry to hear that you did not receive our response until 12/as we submitted it prior to the end of the 20% off promotionAt this time, the 20% off promotion has ended and our 20% off codes are no longer valid
Upon review, an order was placed 12/9/for the total of $We have refunded your Visa for %of the order, in the amount of $Please allow 3-business days for this transaction to appear in your bank statement
Best regards,
Sephora Client Services
Final Consumer Response /* (2000, 17, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)