Sephora

Initial Business Response /* (1000, 5, 2014/12/10) */
We apologize for the inconvenience you have encountered during your order process. Unfortunately, we are unable to send you the products from your original order since they were promo items and will not be replenished. We were able to...

secure one item that was on your list and are sending this to you at no cost. I have researched your profile and assured that you were refunded $6.33 on XX-X-XXXX to your Visa card that we have on file.
Regards,
Sephora Client Service
Initial Consumer Rebuttal /* (3000, 7, 2014/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sephora is still dishonoring their commitment. They are not holding up their side of the agreement and because of that I will have to buy other more expensive items. They have not addressed the fact that the deluxe sample they sent me was an empty container. I do not want the perricone MD cream they sent me. It was not one of the items that was cancelled. I actually received that one in my original order and it is not suitable to gift anyone. All the makeup & perfume items were intended as gifts and those were all cancelled.
I feel like they are not listening to what I am saying.
If the items are no longer in stock, sephora needs to arrange comparable alternates. They falsely advertised these items on their website and allowed me to believe I had bought them. Very unprofessional and still completely unacceptable.

Initial Business Response /* (1000, 5, 2015/11/13) */
We have reviewed your complaint and would like to thank you for bringing this matter to our attention so that we may offer a solution. We sincerely apologize that it has taken so long for you to receive your refund. We are very sorry to...

hear that it has been necessary for you to contact us as many times as you had.
We immediately brought the matter of your refund to the attention of a supervisor. They found that the refund had been processed incorrectly and they have since corrected the problem. We will send all of the details regarding the refund to you in a private email for your security. Please rest assured that although you had been promised in the past that the problem was corrected, we have double checked that everything was done correctly today.
We have also added 250 points to your Beauty Bank for all of the inconvenience experienced. These points never expire and can be redeemed for deluxe size samples. Additionally we would like to send you a little gift as a thank you for all of your patience. We will also confirm the details of this in the email.
Thank you again for giving us the opportunity to assist you. 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 /* (2000, 8, 2015/11/18) */
complaint is resolved. refund received 11/17.

Initial Business Response /* (1000, 15, 2015/09/09) */
Our records indicate that the client submitted a store complaint on 11/6/2014 via email but did not include the exact location information. We responded to the email on 11/6/2014 asking for additional information to forward the complaint...

to our retail division for review. However, we have not received any further information from the client.
Initial Consumer Rebuttal /* (3000, 17, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. I never received such an email.
2. The text of my Revdex.com complaint states that incident occurred in NorthPark mall in Dallas.
Final Business Response /* (4000, 26, 2015/10/08) */
The original complaint has been forwarded to our Northpark retail location for resolution. We are currently waiting for a response from the store and will post any updates as received. Please allow 1-3 business days for the store to reach out with a resolution.
If you would like immediate assistance, we recommend contacting the store directly at (XXX) XXX-XXXX.
Final Consumer Response /* (4200, 34, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The first sentence of my complaint states the location of the incident. Ten month later business responds saying I failed to provide location info. Claims that business is doing honest effort to resolve complaint is plain insulting. They did not go through trouble of reading it.

Initial Business Response /* (1000, 5, 2014/12/30) */
Dear [redacted],
We appreciate that you have brought your concerns to our attention and thank you for allowing us the opportunity to assist you further.
We are sorry to hear that your order #XXXXXXXXXX arrived with the incorrect invoice....

Your invoice can be obtained via your Sephora.com Beauty Insider account. Please follow the steps below to obtain the invoice information for this order as well as all previous orders.
- Log into your Sephora.com Beauty Insider account
- Near the middle of the screen you'll find the section called "Recent Orders"
- Locate your order #XXXXXXXXXX and click the link
- Once your order page loads, click "FILE" on your browser window and select "PRINT". This printed page functions as an invoice and can be taken to a physical Sephora store.
As of 12/18/2014 we have added 300 points to your Beauty Bank which brings your total to 1277 points and applied to your account an Online Store Credit for $5.95.
Neither your points nor your Online Store Credit will expire. Please note that the credit can only be used on Sephora.com and is not valid in a physical Sephora store.
We thank you, once again, for allowing us to correct this error and we hope that you will shop with us again soon.
Regards,
Sephora Client Service
Initial Consumer Rebuttal /* (3000, 7, 2015/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have repeated several times that I do not have a printer. Even if I did have one, Why am I responsible for my own invoice?. The company I do business with has obligation to me to provide a receipt for service rendered. Free delivery and extra points are appreciated but not sufficient for the inconvenience, phone calls and emails I have ensued. Your error has not been corrected as your response stated and I will shop with you soon as soon as you give me a reason to.
Final Business Response /* (4000, 9, 2015/01/07) */
Good morning,
This client was previously responded to with detailed information about how to obtain her invoice/receipt information from her Sephora.com account as well as information regarding an award of points to her account and an online store credit.
Regards,
Sephora Client Service
Final Consumer Response /* (4200, 11, 2015/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not repeat myself a fifth time. Apparently me previous email response was not read. This business is just not going to provide me with a receipt regardless of who contacts them. I hope that my comments will reflect on their Revdex.com rating and I shall tell all friends and associates who shop at Sephora that errors are never corrected, receipts are not provided and clients are ignored and insulted.

Initial Business Response /* (1000, 5, 2015/03/25) */
Due to the detail and large amount of information provided to this client, below is the email this client was sent today.
Dear [redacted],
We received the complaint you filed with the Revdex.com and appreciate your...

bringing your concerns to our attention so that we may assist you further.
As a one-time courtesy we have refunded item #XXXXXXX from order #XXXXXXXXXX to the Master Card used ending in [redacted] for the amount of $40.80 - this amount includes the purchase price of the item with your discount and all applicable taxes paid for the item. This refund will reflect back to your Master Card within 7 - 10 business days. We regret to inform you that we cannot refund you for more than you paid for any item and as such, we can neither provide you with a refund of $50.00 for the item nor $25.00 for your time, as requested in your complaint.
Upon review of your account, we have determined that this is the forth order from which a return was sent to Sephora but was not received. Due to the uncommonly high frequency of returns not being received back to Sephora we regret that we are no longer able to accept orders from you at Sephora.com. We invite you to shop in one of our many physical Sephora stores as many of the larger locations offer a great number of products found on Sephora.com. Please know that this is a business decision that we feel is best for all involved and we are unable to make an exception. We apologize for the inconvenience and thank you for your understanding.
Please see the information below regarding your previous orders. This information will also be provided to The Revdex.com for clarification.
Order Date:6/28/2014
Order #XXXXXXXXXX
Refunded for item #XXXXXXX - This item was not received back to our distribution center
Refund amount: $104.13
Order Date: 11/9/2014
Order #XXXXXXXXXX
Refunded for item #XXXXXXX - This item was not received back to our distribution center
Refund amount $40.80
Order Date: 12/15/2014
Order #XXXXXXXXXX
Refunded for item #XXXXXXX - This item was not received back to our distribution center
Refund amount $105.19
Order Date: 1/1/15
Order #XXXXXXXXXX
Refunded for item #XXXXXXX - This item was not received back to our distribution center
Refunded for item #XXXXXXX - This item was not received back to our distribution center
Refund amount $30.40
If you have any questions regarding the information contained in this email or as they may relate to other inquiries, please do not hesitate to reach out to one of our Beauty Advisors by calling 1-877-737-4672 1-877 (SEPHORA).
Regards,
Sephora Client Services

Initial Business Response /* (1000, 5, 2014/11/25) */
Dear [redacted],
Sephora is dedicated to providing an exciting and reliable shopping experience. Our website is incredibly robust and designed to withstand a tremendous amount of volume. What caused the recent disruption was a high level...

of bulk buys and automated accounts for reselling purposes from North America and multiple countries outside the US.
The reality is that in taking steps to restore website functionality, some of our loyal North American and international clients got blocked.

We understand how frustrating it is and are deeply sorry for the disruption to your shopping experience. We have reactivated your account, [redacted]@qq.com.
Regards,
Sephora.com Client Services

Initial Business Response /* (1000, 5, 2015/06/08) */
Below is a copy of the email sent directly to this client:
Dear [redacted],
Thank you for contacting Sephora.com.
We received your complaint from the Revdex.com and appreciate that you have brought your concerns to our...

attention so that we may assist you further.
We would like to process a refund to the American Express used in order #XXXXXXXXXX, for the amount of $57.78. Before we are able to complete the refund, we require that your credit card information be provided to one of our Beauty Advisors by phone at your earliest convenience as this information was not saved when your original order was placed.
Should you wish to keep this amount as an online store-credit, rather than receiving the funds back to your American Express, there is no further action needed on your part. The credit never expires and will automatically apply to your next Sephora.com order.
We have placed a note on your account so that the next Beauty Advisor with whom you speak will know exactly what information is needed and what steps to take next.
As a security precaution, your credit card information must be provided by phone, please contact us by phone at 1-877-SEPHORA (X-XXX-XXX-XXXX).
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The amount they indicated in the response above and that was owed to me was $57.78. The amount Sephora submitted to American Express for refund was $49.11. They still owe me a refund of $8.67 per the original receipt and per their note above.
Final Business Response /* (4000, 9, 2015/06/15) */
Below is a copy of the email this client received today:
Dear [redacted],
Thank you for contacting Sephora.com with your follow up inquiries.
The amount of your refund for order #XXXXXXXXXX is correct as you were given a 15% discount with this order. This discount changed the amount you paid for item #XXXXXXX from $54.00 to $45.90 +tax, bringing your refund amount to $49.11.
Our apologies for the incorrect amount that was provided in our previous email; we are unable to refund a product for more than was paid for the item and we appreciate your understanding. For this reason we cannot provide you with the extra refund amount of $8.67, which you have requested.
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 Business Response /* (1000, 5, 2015/01/07) */
This client was emailed with information regarding the details of the promotion to which she refers. She was also given a store credit of 16.95.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/16) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)
I accept this response not because of the $16.50 credit. To break even on the additional funds I had to spend, they would have to add another $35.
I am accepting because my complaint has been documented and is on file with the Revdex.com.
To address the "blame" placed on me by Sephora regarding not adding the correct shipping promotion code,
This Is Not True, and the subsequent email received from Sephora stating that I would receive the items in 2 days, shows that everything on the buyers end was completed correctly. Sephora was in error!

Initial Business Response /* (1000, 5, 2014/08/15) */
We contacted the store and spoke to the Manager named [redacted] and she will be able to assist you with your desired resolution. Please contact her at the Sephora [redacted] Mall in [redacted] at XXX-XXX-XXXX.
Sephora.com
Client...

Services

Initial Business Response /* (1000, 5, 2015/11/24) */
Dear [redacted],
We have reviewed your Revdex.com complaint and woud like to sincerely apologize your return was not processed immediately.
Upon review, the refund was successfully processed and the transaction should be available for viewing...

on your bank statement.
We have also sent you a confirmation email with the same information.
For the inconvenience, we have added 250 points to your Beauty Bank. These points never expire and may be redeemed on a future purchase in store or online.
Best regards,
Sephora Client Services

Initial Business Response /* (1000, 5, 2014/02/20) */
Dear [redacted],
We sincerely apologize that the order you placed for valentine's day did not arrive as expected. We have refunded your 2-day shipping cost, which was $10.95 plus tax, for a total refund of $11.70 back to your Master Card....


If you no longer need the item, please let us know and we can give you more information on how to return it either at a local store or by sending it back to us.
Regards,
[redacted]
Sephora Client Services
Final Consumer Response /* (2000, 7, 2014/02/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 19, 2015/05/20) */
Below is a copy of the email this client was sent today, 5/20/2015. I will attach to this Revdex.com submission the same image this client was provided.
Thank you,
__________________
Dear [redacted],
Thank you for contacting...

Sephora.com. We received the complaint you submitted to the Revdex.com and appreciate that you have brought your concerns to our attention so that we may assist you further.
We know that this has been a long process for you and we thank you for your continued efforts and patience while we researched the incident.
Per the information shown in attached image, as of 3/23/2015 two refunds were processed to the credit cards that were used when you requested the purchase of a Sephora Gift Card by phone; the first was for $150.00 and the second for $75.00 - totaling $225.00.
If you have not already done so, please contact the issuing bank of each credit card to verify the date of our refund and the amount refunded.
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 /* (2000, 21, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I placed an order with Sephora for $261.00 on December 18th 2016. The package was said to be delivered to my door on December 21st. I called their customer service line on the 22nd and told them the package never arrived to my door. They filed an investigation with UPS that said call back in 8-10 business days. It is not January 7th and I call the customer service line once again. Of course the customer service lady puts me on hold for 8 minutes just to come back on the line and once again blame UPS for the mistake. We call UPS together and they still claim 8 days for investigation when it's been two weeks! I feel this is theft and that their customers are not honored for the money they have spent with their company. Sephora is suppose to provide a service and that is what you pay for, the service of making sure their product gets into the hands of the person who spends their money at their establishment. I am upset and annoyed that they point fingers at UPS to avoid a refund. This is theft. Be careful with Sephora you will not get your money back! They blame UPS so they can keep it. Will never ever spend my money here again. Customer service is a nightmare! On hold for almost 10 minutes just for them to come back and say "we can't do anything." So my money more less was just thrown into the trash. Two weeks no product and nobody doing anything for the customer.

Sephora will NOT notify you if they overcharge you, charge you several times, or cancel your order outright. They will simply cancel the order and move on without any attempts to make it right or offer solutions. The representatives are also rude and speak down to any customer who questions this policy. I will be taking my business elsewhere in the future.

Initial Business Response /* (1000, 5, 2015/12/07) */
Dear [redacted],
We have received your Revdex.com complaint and sincerely apologize for the delay in processing your return.
Per the notation on your order, it appears that the refund was processed the same day you filed your Revdex.com Complaint...

as you also called in to speak with our Beauty Advisors.
In regards to your questions, we understand that the delay in our response may be frustrating and we are very sorry you had to inquire multiple times. Our agents have been experiencing a higher call volume and email volume than normal which unfortunately, caused a delay in our responses.
Please note that Sephora does not send confirmation once a return is received. We do however, send confirmation once the return is processed.
Again, we are sorry that you experienced a delay in seeing your return processed, however the refund has been created. We have also added 250 points for the inconvenience to your Beauty Bank. These points never expire and may be redeemed online or in store.
Best regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I recd a response from the Revdex.com that you do not intervene in cases of Customer Service, but now it seems you do? So I am confused but anyway, I contacted my bank, got the forms needed to dispute charges and tried ONE more time to talk to Sephora. I believe by then I had emailed 8 times and never received a response. Each time after I pushed SEND up came A REP WILL RESPOND WITHIN 24 HOURS. So I talked to Customer Service and she was nice, felt sorry for me and processed my refund. She says S is busy b/c of the holidays. I said I returned this mid-November, it's not like I returned it Xmas eve. Anyways, I got my refund but as I wrote in one of my many emails, I go on FB and YT and warn EVERYONE about S's practices. I recommend going to Ulta if possible. So it's crazy but I will make one more order, just to spend my points they gave me and then I AM cancelling my account and never ordering from S again. Thanks for the help. I'm sure the Revdex.com has much more important cases to intervene in than mine and it's sad that I had to resort to this, just to get a $75 refund.

Initial Business Response /* (1000, 5, 2015/10/13) */
Dear [redacted],
We sincerely apologize for the difficulty you have experienced while unsubscribing to our emails.
We have removed your email address from our mailing list and submitted the issue to our IT department for further...

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

I stated to the home owner that we needed the city to come out to the property to confirm that the curb stop was accessable and free of debri before we can shot off the valve and proceed with the requested repair. From many years of experience dealing with curb stops, nine out of ten times we cannot...

shut off the valve due to debri in the pipe or the valve itself is inaccessible due to ground settling. I was only trying to be proactive and preventing my plumbers from waiting for the city to show up and servecing the curb stop and or having to reschedule the service for a different day. I had spoken to the city department about cancelling the shut off to the property the day the owner cancel the work order. The owner was frustrated with me when I could not provided him proof that I had spoken to a city employee to cancel the shut off. All I could tell him that I made every effort to contact the city to cancel the requested service and that if the city did not follow up on their side to their field operator's about the cancellation that it was out of my hands at that point. My business strides on customer service and word of mouth referals and have so for almost ten years since our beginning. But once in a great while  we will run into a customer where it is impossible to please even if we make every effort to comply with their request.

Dear [redacted],
 
We have reviewed your Revdex.com complaint and sincerely apologize for the experience.
 
In researching your Beauty Insider account, it appears your default shipping address had your Unit number in the first address line, which may have caused it...

to be cut off by any shipping labels. We have updated your default shipping address to reflect the Unit number in the second address line to avoid any future complications.
 
As an apology, we have added 250 points to your Beauty Bank. These points never expire and may be redeemed online or in store with a future purchase.
 
We hope you will choose to shop with Sephora again!
 
Best,
 
Sephora Client Services

Initial Business Response /* (1000, 5, 2015/08/24) */
Below is a copy of the email this client was sent on 8/24/2015:
Dear [redacted],
We have received the complaint you submitted to the Revdex.com and appreciate that you have provided us the opportunity to assist you further...

and hopefully bring clarity to the status of your Sephora.com account.
Per your documented history with Sephora.com, you have repeatedly violated the terms and conditions required for the continued access and use of the site and as a result are no longer permitted to shop on Sephora.com. Our Solutions department has researched your multiple accounts and determined that frequent claims were made indicating that items were missing from you orders or that your orders were never received although the tracking information indicates they were delivered as addressed. Our solutions department has also determined that items were purchased for the purpose of being resold as order #XXXXXXXXXX, which was attempted on 7/26/2015 included a personal message to the recipient advising them of the following:
"hi there, Sorry..I ran out of stock. Hope you are OK with me ordering from Sephora. Thanks"
In addition to prohibiting the reselling of Sephora-purchased products, Sephora's Terms & Conditions also state that a client may have only one active account at any time. Of your three Sephora.com accounts we have also noted that through one of them a chargeback was filed with your financial institution for the return of an order that did not contain the items claimed to have been sent.
We know that this information may be frustrating and we appreciate your understanding. Please know that the removal of your ability to shop with Sephora.com was a business decision that we did not make lightly and one that we cannot reverse.
Should you have further inquiries regarding your account or the information provided within this email, we invite you to contact us by phone at 877 - SEPHORA.
Regards,
Sephora Client Service
Initial Consumer Rebuttal /* (3000, 8, 2015/08/25) */
Returned items with 1 shipping label and never got refunded for some items.
On 6/22/2015 I returned 2 lbs of merchandise to sephora returns and was never credited for $137.16 of items returned.
On April 7 Order # XXXXXXXXXX
Purchased 2 Bite lipgloss library sets for total $105.84
it was returned on 6/22/2015 with tracking # XXXX XXXX XXXX XXXX XXXX XX
on April 30 Order# XXXXXXXXXX
Purchased A Fragrance for $31.32
it was returned on 6/22/2015 with tracking # XXXX XXXX XXXX XXXX XXXX XX
Never received credit for those items.
On April 12 Order number XXXXXXXXX
was Missing $145.80 worth of merchandise. Sephora.com never sent and was not credited for.
Complained Numerous times but was always i'll get back to you but they never did.
missing from that order was
Josie Maran Argan Enlightenment Illuminizing Wand
Item XXXXXXX Size 0.36 oz $28.00
Item XXXXXXX $15.00
First Aid Beauty Spring Skin Savers Kit
Item XXXXXXX $54.00
Item XXXXXXX $38.00
Sephora.com is trying to tell me that I received these items and I have a witness who was with me when I opened the box and items was missing.
SHAME ON SEPHORA.COM.

I would like sephora.com to be refunded for my returns and Missing Items.
Either Refund my original payment method when I bought those items or Send me a check for my missing items which totals to $282.96.
And Sephora.com does not need to worry..after this I am done with them for good. I never expected to be treated this way.

I would like sephora.com to be refunded for my returns and Missing Items.
Either Refund my original payment method when I bought those items or Send me a check for my missing items which totals to $282.96.
And I will not order from them again.

Initial Business Response /* (1000, 7, 2015/02/23) */
This client was emailed directly and informed that we would not be able to provide his requested refund. The client was also informed that he would no longer be allowed to place orders on Sephora.com as we have verified that the items he...

stated were missing from the order were in fact included in his shipment.