Sephora

Initial Business Response /* (1000, 5, 2015/02/17) */
The information this client was given is correctIt was reiterated to her by email that her only option was to return the item to a physical location as Sephora.com cannot process returns for items obtained from our brick and mortar
stores
Initial Consumer Rebuttal /* (3000, 7, 2015/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated I do not live near a Sephora store and this was a discontinued itemI should have been notified of this when I purchased it.At a minimum, I would like to return this by mail
Final Business Response /* (4000, 9, 2015/02/24) */
We contacted the store from which this client obtained her item and confirmed with their specialist that the client can mail her return directly to the store and that they will provide her with a refund to the method of payment used at the time of purchaseThis is provided that she include her original receipt as without the receipt, the store cannot verify her payment informationThe client was advised that a return without a receipt will result in the issuing of a store credit that is valid only within our physical stores and cannot be used on Sephora.com
This client was also informed that the shipping of her item to the store is a courtesy and that she would be responsible for any costs incurred in doing so and that neither the store nor Sephora.com would be able to refund her for this amount

Initial Business Response /* (1000, 5, 2014/02/20) */
Dear ***,
Our records indicate that you have discussed your issue with a supervisor here at Sephora.com on 2/Due to your history of claims such as this, we are unable to refund you and you are no longer able to shop on
Sephora.comPlease contact your credit card company for any further assistance with the charge for this orderWe will not be issuing a refund
If you are interested in shopping with Sephora in the future, please visit one of our store locations
Regards,
Sara
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2014/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was advised by sephora customer service to mail back the incorrect itemIf didNow you have your item back in your wherehouse it's only fair for you you to refund meIn the future I will never shop with you online or in store but since I was advised to mail this incorrect item back I should be refunded or you should send then item back to meYou can't keep the money and the merchandise!!!!

Initial Business Response /* (1000, 5, 2016/01/25) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for any confusion in regards to our Gift Cards
We appreciate the feedback you have providedAs a company, we strive to provide the best service to our
clients and your feedback is always welcome
Your 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 recommend contacting JCPenney Customer Service (X-XXX-XXX-XXXX) for further assistance with your gift card as the gift card was purchased through JCPenney and not through Sephora
Please note that the JCPenney gift card is redeemable for merchandise or services (excluding gift cards) at JCPenney stores in the United States or Puerto Rico, and at jcp.comNot redeemable for cash, except where required by law
Thank you again for contacting us
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The manager of JC Penny contacted me and said that she would make her Sephora customers aware that they were in fact buying JC Penny gift cards and not Sephora cardsShe was very reasonable and polite and it was a pleasure speaking with herSephora itself, however, has been very condescending, passive *** and belittling in their communication with meI am an intelligent womanI feel as if Sephora is not treating me respectfully and I do not appreciate being condescended toThe receipt that I have says "Sephora Gift Card"- how on earth am I, or is anyone, supposed to know that we have, in fact, purchased a "JC Penny Gift Card"? Telling me to contact JC Penny customer services when my receipt says "Sephora Gift Card" is very unreasonable and, frankly, a little insulting
I would like Sephora locations at JC Penny to just let customers know what they're buying by making gift cards available before time of purchase and putting signs up at the register informing customers that they are buying JC Penny Gift cards, not Sephora cards
I do not want a refund of my money or any other form of product compensation from SephoraI just want Sephora locations at JC Penny to inform their customers in a reasonable way that the gift cards they are purchasing are not in fact Sephora products
Thank you for your time
Respectfully submitted,
*** ***
Final Business Response /* (4000, 9, 2016/02/08) */
Dear ***,
Thank you for your reply
Sephora never wants our clients to feel belittled and we sincerely apologize for this experience
We appreciate the feedback you have provided in regards to our collaboration with JCPenneyAs a company, we strive to provide the best service to our clients and your feedback is always welcome
Your 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
Regards,
Sephora Client Services
Final Consumer Response /* (2000, 11, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/12/30) */
Dear ***,
We appreciate the time you've taken to bring your concerns to our attention
We have reviewed your order #XXXXXXXXXX and verified with our returns department that all products were returned to Sephora, emptyBecause
the products were completely used we cannot issue a refund for your purchase price
We understand that this may be frustrating and appreciate your patience while we researched your inquiry
Regards,
Sephora Client Service
Initial Consumer Rebuttal /* (3000, 7, 2015/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why would I return empty products? How could I use products in less than days? While the products were used they were in NO WAY returned COMPLETLY emptyYour return policy says 100% completely satisfied or your money backI was not satisfied and therefore returned the unused portion as well as all packaging for the complete refund that was promised when I purchased themNot only did they steal my $but they kept all the products I returned to themI see from the complaints that there return policy is not always honored and other have had similar issuesSomeone should consider a class action lawsuit for fraud against the consumer, illegal advertising and refusing to honor the return policyThe return policy is very vagueIf used products are not allowed to be returned that is what the return policy should say, however IT DOES NOT!!!! I will take my complaint to the attorney general and I will not stop thereSmall claims is next and then social mediaSo glad I only live hours from there corporate offices
Final Business Response /* (4000, 9, 2015/01/13) */
This client has been notified by email that her entire order was returned containing only empty product containers and that she would not be issued a refund

I took my Ford Ranger by to let them check it outI had a problem with the truck jumping out of gear between and 30, but it didn't happen all the timeThey put it on their machine and did a physical check of the truck and found that I had a bad neutral switch and a couple of loose bolts in the steeringOne hour later the problem was fixedIt shifts better and drives better and all at a fair priceI was treated like family and in today's world that says a lot

Initial Business Response /* (1000, 5, 2015/12/03) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize you were experiencing difficulty making your exchange
We did not locate an online account for you however the address listed in your Revdex.com complaint form
allowed us to locate the nearest Sephora locations to you
If you would like to exchange the items in store, a Cast Member or Store Director will be happy to ensure that the exchange is properly processedWe will be happy to reach out to your preferred location directly to confirm this with the Store Director
Please email ***@sephora.com with your preferred location and the items you would like to exchangeWe will contact the store to ensure a smooth exchange
We look forward to hearing from you!
Best regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I don't have an online account with Sephora is because I never shop at SephoraThis is my first time after receiving the gift basketI would like to go to the Townsquare because it's close by my houseThank you for letting me exchange the unuse products
Final Consumer Response /* (3000, 12, 2015/12/09) */
They need to change their exchange policy on their website
On November 24, I went to Sephora to exchange the products I received from my wedding's gift basket and was rejected because I don't have a receiptI do not want a refund or anything; I just want to exchange itThe reject report number is XXXXXX-XXX-SPHThe Retail Equation company rejected my exchange due to there was one return back in without a receiptI dispute this transaction with the companyMy purse was stolen and my driver license was stolen back in and I file police report #XXXXXX-XXXX reported on 07/11/at the Las Vegas Metro DepartmentI'm not sure what the problem is, according to sephora website, any product that was unused can be return with a store credit or exchangeIn this case, I'm not returning anything, I'm exchange something that I'm not usingIf they don't let the customer exchange product without a receipt, they need to update their return policy
After my first complained, the bussiness response and asked me to email them at ***@sephora.com, I send emails and both of them got return due to invalid addrssWhy are they giving me an invalid email address if they want to resolve this issue?
I just want to exchange my product
Hi,
Can you please help me reopen this caseThe Sephora company give me a fake email address and I can't contact them
Thank you
*** ***
Final Business Response /* (4000, 14, 2015/12/10) */
Dear ***,
We sincerely apologize for the error! The email is ***@sephora.com not ***@sephora.com
Per our phone conversation today, we have contacted the Townsquare Sephora location and explained the situationWhen visiting, please ask for a member of leadership and they will be able to best assist you with your exchange
Best,
Sephora Client Service

Initial Business Response /* (1000, 5, 2015/02/17) */
This client has already been contacted back advising them that we were willing to send back their empty containers as proof of receipt of empty packagingClient ordered two of each product and returned both containers of each product
empty
This client has filed a chargeback with their financial institution and as such, will not be granted access to Sephora.com for future purchases until we receive documentation from their bank that this chargeback has been dissolved
Initial Consumer Rebuttal /* (3000, 7, 2015/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bottles sent back to Sephora were at least half fullThey did NOT send back the bottles and are attempting to cover up their mistake by withholding the items
Final Business Response /* (4000, 10, 2015/02/23) */
The same information has been sent to this client with the clarification that we did not intend to imply that we had already returned his empty bottles, but that the offer was made 7/when the issue was first reported to us
Final Consumer Response /* (4200, 13, 2015/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No offer was made to meSephora emptied my bottles when I returned them so they would not have to honor the refundNo where in their return policy even says that I cannot return the bottles emptyNO WHERESephora, please refer to where on your web site or receipt that says I cannot return the bottles empty

Initial Business Response /* (1000, 5, 2015/10/13) */
Dear ***,
We have received your Revdex.com complaint and sincerely apologize the samples and deluxe sample were missing from your recent order
Our standard process for these situations is to add points for the missing samples and
points for any deluxe samplesUpon review, your account has been credited a total of points
We fully understand your frustration with the missing samples and have reviewed your desired resolutionWe regret that the samples you had requested are currently out of stockHowever, in place of the missing samples, we have added additional points to your Beauty Bank and will also waive your shipping fees on your next online order
To take advantage of the waived shipping, please contact our Beauty Advisors at 1-877-SEPHORA (X-XXX-XXX-XXXX) by phone before placing your next orderOur Beauty Advisors will assist you in placing your order, and once it has shipped will refund any shipping fees to your original form of payment
Again, we sincerely apologize that your samples were not included in the original orderShould you like to try a specific product, we highly encourage you to visit us in storeOur Cast Members can create samples for you of the products we have available for purchase in store
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/07/30) */
Dear ***,
Thank you for contacting Sephora.com; we appreciate that you have brought your concerns to our attention so that we may assist you further
Per the complaint you submitted to the Revdex.com you were
attempting to return products to your local Sephora but did not have the receipt for them
We are sorry that we cannot accept your return and you will not be able to make further non-receipted returns for a period of days
Our decision is based, in part, on information provided by The Retail Equation (TRE)Your Return Activity Report (RAR) may help you understand the reason for our decisionA free copy of your RAR is available by visiting TRE online at
https://RAR.TheRetailEquation.com
This report is held in TRE's files for a period of days following a return warning or denialYou may also ensure the accuracy or completeness of any information in the RAR by following the dispute process
If you prefer, TRE's Customer Service Office can be contacted at 1-855-835-(Monday - Friday, 8am-5pm Pacific) or by writing to The Retail Equation at *** XXXXX-XXXXWhen contacting TRE, please have the transaction ID at the top of this slip, your ID number, full name, address, and phone number available
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, 8, 2015/07/30) */
I have also reviewed the "return history" for no receipt returns provided by Sephora's third party "verification" service showing that since I have had a total of no receipt returns, one of them being a partial exchange with receipt on my beauty insider cardreturns in years is absurd for someone to be banned from returning anything especially with Sephora's return policy stating to return something if you are "not completely satisfied", considering every time I had returned items I have received store credit and purchased more product the same day, purchasing more than the store credit amount out of my pocketAs a loyal Sephora customer I am still very upset and shocked at my treatment in store and being treated like a fraud and thief for an exchange and a return of a gift
Final Business Response /* (4000, 11, 2015/08/14) */
Below is a copy of the email this client was provided on 8/14/2015:
Dear ***,
Thank you for bringing your continued concerns to our attention
We understand that this information is frustrating and apologize that we are unable to reverse the decision
While a product may show in a client's purchase history, the history cannot be used to facilitate a return as the history does not provide transactional information such as price paid, method of payment, or whether discounts were or were not providedThe purhcase history is intended to provide our clients with a quick reference to their favorite products they have purchased in the past
We encourage you to reach out to TRE directly with further inquiries
Regards,
Sephora Client Services

Initial Business Response /* (1000, 7, 2014/12/18) */
Our records indicate that the address for both packages was updated before the packages were deliveredOne order was delivered on 11/28, one on 12/and both were left at the front deskFor order #XXXXXXXXXX, it seems that of the
items were returned to a Sephora inside JCP location on 12/12, therefore we are not able to offer a refund for this orderFor order # XXXXXXXXXX, we recommend contacting your financial institution for further assistanceBecause the package was successfully delivered, we are unable to offer a refund for this order at this time
Regards,
Sephora Client Services

Initial Business Response /* (1000, 5, 2015/08/21) */
Below is a copy of the email this client was provided on 8/21/2015:
Dear ***,
We received the complaint you submitted to the Revdex.com and appreciate that you have brought your continued concerns to our attention so
that we could research the information further
Per the dispute with your financial institution we know that you were refunded your total order cost of $We would also like you to know that we have placed an online store credit of $into your VIB Rouge accountThis store credit will never expire and will be automatically applied to your next Sephora.com order
It appears that the issue stems from our not having completed your refund for order #XXXXXXXXXX on 6/16/when you provided the tracking number which showed the return and receipt of your items to our Utah distribution center on 5/11/
When a transactional dispute is filled with a client's financial institution our systems automatically flag the account and revoke ordering privilegesIn the case of your account however, this should never have occurred as you had already provided the tracking number to SephoraThe error has been corrected and you are one again invited to shop with Sephora.com
We are truly sorry for the inconvenience this has caused and hope you will shop with us again soon so that we can provide you the service we know you deserve
Thank you kindly for your patience,
Sephora Client Service
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear ***
We have reviewed your Revdex.com complaint and sincerely apologize for any confusion
It appears that your order #***, attempted ***, was cancelledSephora only charges a form of payment once an order has been confirmed shippedAs
your order was unable to ship, any pending transactions were temporary
If you would like Sephora to research this further, please email any screenshots/correspondence to [email protected] so that our Beauty Concierge Team may further investigate why you may still be seeing a pending authorization
We appreciate your patience,
Sephora Client Services

Initial Business Response /* (1000, 5, 2014/09/19) */
We are sorry to hear about your experience at the Georgetown location
Store director *** will be in contact with you for a resolution

Initial Business Response /* (1000, 5, 2015/02/26) */
This client was emailed directly and asked for clarification on her issue as the order in question (#XXXXXXXXXX)was reported lost and order #XXXXXXXXXX was sent as a complimentary replacementRequested that the client provide
clarification on the order number and date of her return

Initial Business Response /* (1000, 6, 2014/11/24) */
Dear *** ***,
We sincerely apologize about your lost order and any misleading information provided to you about your order
We have refunded your Visa in the full amount of $We would be happy to replace the order for you
for the items in stock and we will be able to honor the 20% discountAdditionally, we are also happy expedite your shipping at no additional cost
Please contact us at 1-877-SEPHORA (XXX-XXXX) so that we may assist you with placing this order
Kind regards,
Sephora.com Client Service

Dear [redacted]
"MARGIN: 0in 0in 8pt">We have reviewed your Revdex.com complaint and contacted our Distribution Center for additional information about your return
Our Distribution Center has confirmed that the items returned with your order invoice were non-Sephora itemsWe regret that we are unable to issue a refund for items not purchased from Sephora
Thank you for your patience and understanding,
Sephora Client Services

Initial Business Response /* (1000, 7, 2015/01/27) */
Client was emailed directly. We explained that the orders to which she refers were returned undeliverable per the address she provided when she placed the orders on her own. We suggested that she verify the information she's providing...

prior to shipping orders to this address as we were able to verify that the city and zip code she gave are invalid. We also advised the client that we were unable to grant her request for free products.
Initial Consumer Rebuttal /* (3000, 9, 2015/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response. They are trying to absolve themselves of any responsibility. I was told that they could redirect the package. They stated that they spoke with their freight carrier and that they could not find. Yet, every other freight carrier can find the address with no problem. Additionally, I have security cameras at my residence and never once saw an ONTRAC truck drive by, and never once received a call from them that they were attmepting to make the delivery but could not find the address. Additionally, since I have had other freight carriers deliver to my residence, I find it ridiculous that they state that they cannot deliver through another one. I also find it absurd that they cannot even deliver my specified product free of charge given how much I was inconvenienced twice. Even when I called in, they were unwilling to have a supervisor or manager speak with me, let alone provide me a name of the person giving the directive that they could not assist. I should be satisfied that credits were issued with no attempt at providing any service.
This is flat out bad buisness on their part. They are unwillingness to work with me now makes me a former customer and will make sure that others know what horrible business practices they have. Customer service and policy is clearly lacking.
Final Business Response /* (4000, 11, 2015/02/03) */
This client was responded to directly and provided with a free shipping credit. It was reiterated to her that she must provide correct shipping details when placing and/or updating the shipping information for any orders placed on Sephora.com.
Final Consumer Response /* (4200, 13, 2015/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, it is not accepted. I replied to them directly. Their offer is not ok. The also told me that I could have it shipped via USPS, when I was told previously that was not an option. Furthermore, they are continuously trying to make me out to be the one at fault and are not willing to accept ANY responsibility when I was told that I had called them with enough time to have a package rerouted and no responsibility with their freight carrier who never attempted to make the delivery and never contacted me. It is just flat out ridiculous. They keep sending me emails that they hope I continue to do business with them and shop their stores, but I will not. Not after repeatedly being sent emails that further add to their bad service and inability to be of assistance. Their credit of $5.95 does not make up for their lack of regard for my time or lack of their acceptance for responsibility. I simply flat out will not do business with them again.

Initial Business Response /* (1000, 5, 2014/09/04) */
After careful consideration and research, it has come to our attention that your Sephora purchases are in violation of our Terms of Use. To address your concern, our Terms of Use have been in place for years. For your reference, please...

see below.
"The products available on the Sites and the Interactive Services, including any samples Sephora may provide to you, are for your personal use only. You may not sell or resell any products you purchase or otherwise receive from Sephora. Sephora reserves the right, with or without notice, to cancel or reduce the quantity of any order to be filled or products to be provided to you that may result in a violation of these Terms of Use, as determined by Sephora in its sole discretion."
For your reference, we have provided you with the link to our Terms of Use on Sephora.com:
http://www.sephora.com/contentStore/mediaContentTemplateNoNav.jsp?mediaId=XXXXXX...⇄ /> In addition to hurting our in-stock position for clients who wish to purchase products for their own use, if re-selling occurs, we cannot be sure if consumers are being exposed to increased price points and if products are being handled and stored properly. Consequently, we determined that we must take this action.
Please be advised that any future purchase attempts will not be honored at Sephora.com.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The terms were not in place for years as I checked the terms on a regular basis. They were changed the day I was suspended. My complaint is that there are tons of buyers that sell your products and why are they allowed to sell If you suspend a buyer for the reasons stated then you need to suspend ALL buyers that resell. It is your duty as a company to find them. I feel this is discrimination against me. I don't want resell the items. I would like to be able to buy products for myself.

Initial Business Response /* (1000, 5, 2015/12/15) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize that your Play! subscription was cancelled in error.
In reviewing your account, we can see that you have already been refunded for the initial subscription...

fee and that our Beauty Advisors have added 500 points to your Beauty Bank for the inconvenience.
We completely understand your frustration and are currently working with our vendors to ensure that your subscription is reinstated. As we continue to receive updates, we are happy to email you directly to the email listed on your Beauty Insider account.
Thank you for your patience and understanding during this process.
Best regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate the effort of 500 points and one month's credit, I still don't understand why this can't be resolved in a more timely manner. Can you answer a few questions for me? Have any Play subscriptions been cancelled since the beginning of November, and if so has that opened up a subscription for a new member? If that is the case I would expect to have had my account reinstated before any new members are accepted into the subscription program. If you could explain how this works, I would appreciate it- I am not clear on how 'working with your vendors' will rectify the issue. I love Sephora, I love shopping with Sephora and I don't want to take my business over to Ulta or Birchbox. I appreciate you taking the time to look into this for me.

Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the experience and any confusion that may have arisen from it. We appreciate the feedback you have provided. As a company, we strive to provide the best service to our clients and your feedback is always...

welcome. Your 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, please contact our Beauty Advisors by phone at 1-877-SEPHORA (1-877-737-4672) so that we may confirm your billing information. Once this information has been confirmed, our agents will be happy to assist you in replacing your orders and ensure your 3x Points are awarded for the orders attempted during our promotional period.
Thank you for your patience and understanding.Regards,Sephora Client Services