Sephora

Dear ***
We are very sorry to hear there may be some confuision in regards to processing your refund
In reviewing your account, it appears there are multiple orders where this may have occurredTo ensure faster service, please email
href="mailto:[email protected]">[email protected] with your order numbers from which you did not receive a refund for returned itemsOur Beauty Concierge team will be happy to research the issue for you further
Thank you for your patience,
Sephora Client Services

Initial Business Response /* (1000, 16, 2015/09/09) */
On 5/6/the client was informed how to submit gift returns going forwardShe was also given an online store credit of $for the gift items returned to our distribution center
Initial Consumer Rebuttal /* (2000, 18,
2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2014/03/03) */
We have forwarded this complaint to the respective storeThey will reach out to the client with a resolution
Final Consumer Response /* (2000, 8, 2014/03/04) */
(The consumer indicated he/she ACCEPTED the response from the
business.)
I accept this response because Thierry maybe others that feel the same way and it's bad for business

Initial Business Response /* (1000, 9, 2014/12/10) */
We apologize for the inconvenienceWe have added a credit to your account in the Amount of $ for overnight shipping for your next online orderwe appreciate your patience and loyalty
Regards,
Sephora client Service
Initial Consumer Rebuttal /* (2000, 11, 2014/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for being understanding about the situationIt was frustrating not to receive the order for several days and not receive any updated notificationsI think this is definitely fairI appreciate it

Initial Business Response /* (1000, 5, 2016/01/12) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for your experience
We would like to correct the issue and have refunded your Mastercard ending in in the amount of $for the order #XXXXXXXXXX
that never arrivedPlease allow 3-business days for this transaction to appear on your billing statement
The amount of the Holiday Reward Card ($15) that was applied to the original order has been added to your account in the form of online store creditThis credit never expires and will automatically apply to your next order
As an apology, we have also added another online store credit to your account in the amount of $- the equivalent of expedited Flash 1-Day Shipping chargesIf you would prefer to use this credit towards your merchandise total on a future order, we welcome you to do so
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 /* (2000, 7, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks you guys are awesome

Initial Business Response /* (1000, 5, 2014/05/19) */
I was hoping that you could provide us with more specifics about the store location and date that you encountered the issueWas it a free standing store or a Sephora inside J.C Penney?
Sincerely,
Client service
Initial
Consumer Rebuttal /* (3000, 7, 2014/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was a free standing Sephora at Pentagon Mall in *** VAIt was on May 10th, when I sent my daughter to return a perfume bottle, brand new and unopenedThey gave her a store credit gift card instead of a refund, I went back to the store minutes later, and asked for a refund in the original form of purchase(credit card) they refused due to the system doesn't allow thatIf it is a store policy, they should be able to find a way to accomodate thatThank you for looking into that

Dear Penelope, We have reviewed your Revdex.com complaint and sincerely apologize for the difficulties you have encountered with your attempted Gift Card purchaseWe have spoken with the *** *** store and have confirmed that *** is working with you personally to ensure you are
refunded for the amount loaded to the Gift CardThank you for your patience and understandingWe hope that you will choose to visit Sephora againBest, Sephora Client Services

Dear ***,
We have reviewed your Revdex.com complaint and the missing orderWe 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.At this time, we recommend that you contact your Financial Institution for assistance with the next steps you will need to take in regards to the order.Regards,Sephora Client Services

Initial Business Response /* (1000, 7, 2016/04/04) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulties you have encountered with your recent order
On occasion, third party sites sometimes feature promotional codes that are not official
Sephora promotionsWe thank you for bringing this code to our attention so that other clients may avoid having this experience
We fully understand how frustrating and confusing this experience may have been and have added $to your account in the form of online store credit for the inconvenienceThis amount is the equivalent to standard shipping chargesThe credit will never expire, and if you should choose, may apply to your order total instead of towards shipping charges
In future, we recommend using Sephora.com for locating official promotions
Thank you for your patience and understandingWe hope that you will choose to visit Sephora again
Best,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 9, 2016/04/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate this gesture on behalf of the companyI would definitely suggest that they address the level of service offered by the representative I spoke to in the phone in addition to the algorithms on the website that whas old allow the code to process
Thank you again

Initial Business Response /* (1000, 15, 2015/09/09) */
The client's order was cancelled on 11/7/as we could not verify both the billing and shipping informationThe client called several times and was provided the same information by our agents but was unable to be transferred to our
solutions department due to the time of the callOn 11/24/the client was provided hours of operation (Monday-Friday 7:30AM-5PM and Saturday-Sunday 8:30AM-4:30PM) for our solutions department to have the issue resolvedHowever, we have been unsuccessful in speaking to the client

Initial Business Response /* (1000, 5, 2016/01/14) */
Dear ***,
We have researched your Revdex.com complaint and sincereley apologize for the difficulty you have experienced with this return
We have confirmed with our Distribution Center that the items have been received and would like
to assist with your refundUpon review, the credit card on your Beauty Insider account has expiredPlease update your credit card online or contact or email our Beauty Concierge at ***@sephora.com with a time that is convenient for our Team to schedule a call with you to update the information by phone
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 /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please mail me a check to *** XXXXX attn *** ***Once this is completed, I will close thisThank you
Final Business Response /* (4000, 15, 2016/02/04) */
Dear ***,
We have submitted our request to have a check sent to your home address for the amount of $
Please know that Check payments will be mailed from our Finance Department and can take anywhere from 3-weeks before you receive it via mail to the address you have provided in the Client Claim form
Best,
Sephora Client Services
Final Consumer Response /* (2000, 17, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept thisThank you

Initial Business Response /* (1000, 5, 2016/02/01) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulties you have experienced with the Gift Card purchased on 1/9/
We would like to research the Gift Card furtherPlease email a
photo/copy of your receipt to ***@sephora.com so that our Beauty Concierge Team may assist you further
We have added points to your Beauty Bank for the inconvenienceThese points never expire and may be redeemed with a future purchase online or in store
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 /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is not really resolved this way but it seems like I don't have a choice

Initial Business Response /* (1000, 5, 2016/01/12) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for your in store experience at our Burlington location
Your feedback and the details of your expereince have been forwarded to the appropriate contact
within the Sephora stores organizationThey will do their best to address your concerns and will respond accordingly
At this time, Sephora.com is unable to process returns or exchanges for items purchased in our Sephora retail storesWe apologize for any inconvenience
We truly appreciate your patience while the store researches the incident fully and have added points to your Beauty Bank for the experienceThese points never expire and are the equivalent to having made a $purchase from SephoraYou may redeem these points on a future purchase online or in store
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, 15, 2015/09/09) */
Our solutions department reviewed and reactivated the account on 11/24/The client has been able to place successful orders with us since the account was reactivated
Initial Consumer Rebuttal /* (3000, 17, 2015/09/10)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Sephora didn't give a reason why they locked my account during the entire sales periodNeither no compensation
Final Business Response /* (4000, 19, 2015/09/13) */
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 regret that we are unable to extend the promotion, however, we are happy to honor 10% off your next online order with free expedited shippingWhen you are ready to place your order, please contact us at 1-877-SEPHORA (X-XXX-XXX-XXXX) so that we may assist you further

Initial Business Response /* (1000, 6, 2015/01/20) */
We reached out to this client through the email address provided within this claim with the updated information that their refund was issued on 1/12/in the amount of $She was issued a store credit of $for the cost of
shipping because her CC is not saved on file to be refundedShe was asked to phone us and provide the CC information if she would like a refund as well as details on how to use her store credit, should she choose to retain that instead

Initial Business Response /* (1000, 8, 2015/10/21) */
Dear ***,
We have received your Revdex.com complaint and sincerely apologize for any confusion that may have occurred
We would first like to apologize that the purchased items may have been defectiveWe understand you may not have
felt comfortable returning the items via mail and decided to visit a Sephora inside JCPenney location
We regret that we are unable to process returns to a credit card if the card holder is not presentAdditionally, it is standard procedure for our Sephora inside JCPenney locations to contact our Call Center by phone to verify online returns being made in storeIf an online order is returned in store and the card holder is not present, the amount refunded is placed on a gift card or merchandise gift card, depending on the situationPer your Revdex.com Case Description, the manager issued a JCPenney gift card
Unfortunately, our systems at Sephora.com do not allow us access to JCPenney gift cards or merchandise cards
However, JCPenney gift cards are applicable both inside JCPenney locations and on JCP.comWe invite you to view the Sephora inside JCPenney options available, and have listed the URL below:
http://www.jcpenney.com/beauty/dept.jump?id=deptXXXXXXXXXXX&subcatId=&deptId=dep...⇄ /> For the confusion, we have also added points to your Beauty Bank (these may be redeemed online or in store for both Sephora and Sephora inside JCPenney) and enrolled you (complimentary) in our Flash 2-Day Shipping program which includes:
- Unlimited, FREE 2-Day Shipping
- No minimum purchase required
- Applies to EVERY order for an entire year
- Special overnight rate of $
Thank you,
Beauty Concierge Specialist

Initial Business Response /* (1000, 5, 2015/06/12) */
Below is a copy of the email this client received today:
Dear ***,
We received the complaint you submitted via the Revdex.com and thank you for bringing your concerns to our attention so that we may assist you
further
With our apologies we are unable to provide a refund for order #XXXXXXXXXX or #XXXXXXXXXX as both indicate that they were placed without the assistance of a Beauty Advisor and successfully delivered as addressed at checkout
The Sephora.com account associated with the email address from which you have written indicates multiple names for both the billing and shipping information but only one physical addressBecause your name is not associated with this account we invite you to contact us by phone as it appears there are updates needing to be made to the information in your account
When calling, please reference your email address (REMOVED FOR PRIVACY) so that your Beauty Advisor can see the instructions to have a supervisor assist you
Please contact us at your earliest convenience at 1-877-SEPHORA (X-XXX-XXX-XXXX)
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response due to the fact that I did not receive these products and they were indeed shipped out to my old addressNow I don't know who did receive them! Besides me! My name IS associated with that account my full name is *** M*** ***And I can prove itI can also prove that that old address was associated with that accountI will be filing with my credit cards company and let them know what happened! You guys really should invest on better security and keep your customers information secure

Initial Business Response /* (1000, 5, 2015/12/01) */
Dear ***,
We have reviewed and researched your Revdex.com complaint
Per our specialists, our tax rate is calculated from the tax files we receive from CCH and not through a different websiteAt this time, according to CCH the tax rate
is 7.75%
We apologize for any inconvenience and have added points to your Beauty Bank for the confusion
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 /* (2000, 7, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I don't have any other choiceApparently I have to fight the CCH

Initial Business Response /* (1000, 5, 2014/10/28) */
We appreciate the time you have taken to contact us with your commentAs we strive to offer our clients the best service, feedback is important to us and always welcome
We will forward your concerns about the Sephora Fragrance
Sampler (including fine print) to the appropriate contact within our organization and they will do their best to incorporate your feedback into our future endeavors
As a courtesy for your trouble, we are happy to honor free expedited shipping on your next online order with usPlease call us so that we may apply this to your order
Lastly, the email address we have on file for you is ***@gmail.comPlease let us know if you would like us to update this
Initial Consumer Rebuttal /* (3000, 7, 2014/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just wanted someone to acknowledge how frustrating they made redeeming the voucher and hopefully market the kit better so it doesn't happen to the next personUp to this point, no one else had seen anything wrong with me having to drive all overI'll keep an eye out to see if they are able to make the offer more clear
As for the free shipping on my next order, I am grateful for the offer, but I have always gotten free shipping as a default when I've ordered from Sephora.comFurthermore, I don't think free shipping on a future order covers the 2+ hours I wasted driving around *** based on wrong information from two Sephora representatives
You have my email address correct
Final Business Response /* (4000, 9, 2014/10/31) */
Hi ***,
Based on the email address you have confirmed with us, ***@gmail.com, you do not have free shipping on every order with usThis account is not a Beauty Insider Rouge account, which is the tier that offers free Standard Ground Shipping on any order, no order minimum
The free shipping offered to you was Expedited Shipping, which is a faster shipping time than Standard Ground ShippingAs a courtesy for your frustrating experience, we will keep this offer notated in your account
Additionally, we will create this account a Beauty Insider account for your and add an additional points for your inconvenience
Regards,
Sephora Client Services
Final Consumer Response /* (4200, 13, 2014/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you google "sephora free shipping", it will take you to a deals page on the Sephora.com website that has an "Everyday Deal" of free shipping on all orders over $This is frequently bumped up to Free 3-Day Shipping -as was the case the last time I ordered (check it)
Thank you for the offer, but I don't need a Beauty Insider account as I don't wear makeupI mainly shop at Sephora for the occasional cologneAlso, my girlfriend already has a Beauty Insider
Can you just forward the next coupon you have for X% or $X off an item on my next purchase? I usually buy cologne at SephoraAt this point, I'm just trying to make right the gas and time I used driving all over

Initial Business Response /* (1000, 5, 2015/02/04) */
This client was contacted directly via email and notified that her ban from Sephora.com would not be reversedShe was advised that she is welcome to shop within our physical stores but can no longer place orders via our site or by
phone
Initial Consumer Rebuttal /* (3000, 7, 2015/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sephora just told me they stood by their original decision and they will not reinstate my accountSo, I am still not able it order online and I have currently have $credit with themI will not be able to use that and they made no attempt to refund the money to meSo they have given me nothing
Final Business Response /* (4000, 9, 2015/02/12) */
This client was emailed directly and informed that her online store credit of $has been refunded to the credit card she used in her original order XXXXXXXXXX
Final Consumer Response /* (4200, 11, 2015/02/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They refunded the money they owed me but they did not reinstate my accountI am still banned from shopping online