Sephora

Initial Business Response /* (1000, 5, 2015/03/20) */
This client was responded to directly and advised that we cannot provide her with the remaining amount of her refund. The client was returning an item she purchased 3 years ago and did not have the receipt. It was explained to the client...

that her entire purchase history cannot be researched within the store and as such, our policy is to refund the item for its most recent sale price. Returns are generally not accepted after 90 days - accepting the return of an item that is more than 3 years old is a courtesy provided by the store employee.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their customers happiness is not top priority. I am always buying items that cost a lot of money at sephora, when I can get discounted prices else where but no more.
Final Business Response /* (4000, 9, 2015/03/26) */
This client was responded to directly. The same information previously provided was reiterated for clarification.
We have no further information to provide to this client beyond what she has been given regarding this issue.
Final Consumer Response /* (4200, 11, 2015/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They keep saying I bought this item in 2013, and that simple not true I purchase it in 2015 at the 34th street sephora.. But I am over them and this discussion. I will take my money else where.

Initial Business Response /* (1000, 5, 2015/02/25) */
This client was emailed directly. They were given incorrect information regarding their access to Sephora.com and as such it was clarified that they were welcome to shop with Sephora.com. It was also explained that quantity limits are...

imposed for all products in an effort to ensure the widest availability to all clients.

Initial Business Response /* (1000, 5, 2014/11/25) */
Dear Valued Client,
Upon investigation, we found multiple online accounts linked to your email address, [redacted]@gmail.com. We were able to find multiple past orders in which you have utilized our promotional Gift Card more than...

once. The promotional offer was one Gift Card per Beauty Insider client. By creating multiple accounts, you were able to obtain multiple gift cards and attempted to apply them to purchase your online orders. As this is in violation of our policy, we are unable to accept any further online orders from you. For your future Sephora purchases, we ask that you visit a Sephora store.
Sephora.com Client Services
Initial Consumer Rebuttal /* (3000, 7, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not sure what other accounts related to my account. if there are, why not you lock other accounts, rather than my accounts?

Initial Business Response /* (1000, 5, 2016/01/07) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize that you had a less than perfect experience.
We would love to research the incident further and see how we can better assist you.
Please email...

[redacted]@sephora.com with the following information:
+The item name/number that you attempted to return/exchange
+The item name/number that you attempted to return/exchange for
We look forward to assisting you!
Best,
Sephora Client Services

Sephora stores give poor service to certain customers while giving good service to other customers. This is verified by many other online reviews. Greeters will warmly greet some type of customers, while ignoring others. They'll give a warm farewell to some customers when they leave the store, while ignoring others. Associates at the register are cold and unfriendly to some customers, while being warm and respectful to other customers. When some customers ask for a sample, associates will happily give it to them immediately and thoughtfully explain how to use it. When other types of customers politely ask for a sample, associates will all pretend to be busy to avoid giving samples to them. Associates giving demos of makeup/skincare to some customers are cold and judgmental, while being warm and friendly to other customers. Associates make wrong assumptions about some customers, such as assuming they know nothing about makeup when they're actually makeup experts. Sephora is an extremely judgmental place towards some types of customers. It should make shopping fun, easy, and non-judgmental for ALL customers, not just some. It's a very clique-ish place. They only hire people who look like their other employees; they refuse to hire any other type of person, even if their skills and experience are perfect for the job.

Initial Business Response /* (1000, 5, 2014/07/07) */
Dear [redacted],
We apologize that we are unable to make changes or cancel an order once it has been placed and we thank you for your understanding.
However, as a one-time courtesy, we are rerouting your package back to our warehouse. ...

A credit card refund of $26.29 will be issued to your MasterCard that is on file. Please keep in mind that your financial institution may take approximately 3-10 business days to reflect this transaction in your account.
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2014/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
When I look at the shipping track number it shows the merchandise is being delivered today. So, I'm confused. I accept the order being finally canceled, if indeed that's what is going to happen, which should have happened at the moment of my request for cancellation because it was done within 8 hours after the order was placed. What I find unacceptable and please don't thank me for my understanding because I've offered none in this regard is an order not being able to be canceled if the cancellation request is done within 8-12-24 hours of the order being placed. I think is a shame for Sephora that I have to involve Revdex.com to resolve a simple matter that your representative should have been able to do! I'll never shop at your stores ever again and will share my experience with others in a public video.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/06/09) */
We have reviewed your Sephora.com online account and Order #XXXXXXXXXX.
The total delivery time (including processing time) for 2 Day Shipping is 3-4 business days. This information is located on Sephora.com.
You order was placed...

on 5/21/2014 and it was delivered on 5/27/2014. Excluding the non-business days (Saturday and Sunday), your order was delivered in the appropriate timeframe on the 4th business day.
We sincerely apologize that you have not received this order. We recommend that you file a dispute with your financial institution for the amount of $72.58.
As a one-time courtesy for your frustration, we are happy to refund the $10.95 2-Day Shipping to your Visa ending in 6864. Please keep in mind that your financial institution may take approximately 3-10 business days to reflect this transaction in your account.
Regards,
Sephora.com Client Services
Initial Consumer Rebuttal /* (2000, 7, 2014/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because:I had already attempted to deal with the store regarding this issue and was not satisfied when I received an email from the store manager. This is unacceptable as I would like corporate to get involved. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/12/19) */
We apologize for the inconvenience that you have experienced. On XX-XX-XXXX we refunded you $500 in store credit that you can use on your next online purchase as well as a $74.42 to your American Express that we have on file. It may take...

between 2-7 business days to reflect in your account depending on your bank institution.
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/01/05) */
Hi,
Desired Resolution: I need a refund for my original price of each item of my total order, which is $738.71 back to credit card ending in 0001. Thanks!
[redacted]
Final Business Response /* (4000, 17, 2015/01/27) */
This client was emailed directly with the previous information reiterated. Client is requesting a credit card refund for an amount that was never charged to their credit card. Advised this client that we will not provide a credit card refund.
Final Consumer Response /* (3000, 19, 2015/01/29) */
Like I said Sephora ruined my whole plan for Christmas and haven't give me a make up solution on that.
Answer is not acceptable at this time.
[redacted]

Initial Business Response /* (1000, 5, 2015/04/23) */
This client was emailed directly regarding her complaint. She was advised that order XXXXXXXXXX was delivered on 4/22/2015 and that this information was verified with the shipper. As such we are unable to refund her for the value as she...

requested in her complaint. She also requested a refund of 300 points to her account which I informed her was done for her on 4/21/2015. I provided this client with an online store credit of $5.95 and an additional 372 points to bring her account to 1,000 points.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A Sephora representative finally was able to help me and asked OnTrac to deliver to my house and they finally were able to make it to the correct address! I do not need a refund since I finally received the products I ordered.

Complaint: [redacted]I am rejecting this response because: my account WAS charged for the order that WAS cancelled, no charge is or was 'pending'.  I have proof of both . The transaction was not cancelled but was charged incorrectly by Sephora and the bank can and will validate the charge that went through incorrectly, by Sephora .Sincerely,[redacted]

Dear [redacted]
 
We have reviewed your Revdex.com complaint and are sorry to hear about your recent experience.
 
In reviewing the information provided, it appears that the account information listed belongs to someone by a different name, and there is no record...

of these purchases in this account. If there may have been an error, please let us know so that we may research the transaction further.
 
We understand you may no longer have a receipt, however we may be able to do further research with information from your credit card statement. We invite you to send a copy/screenshots to [email protected] at your earliest convenience so that we may partner with our Freestanding Store and locate this purchase.
 
We look forward to hearing from you,
Sephora Client Services

Initial Business Response /* (1000, 5, 2015/11/17) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for any confusion regarding your order.
When an order is placed on Sephora.com we are only able to make changes for about 3 minutes. Once the order is sent...

to the Warehouse for processing, we are unable to make any changes. Orders usually ship within 1-2 business days and depending on the carrier, we are able to modify the shipping address at this point.
Upon review, you have been able to correspond with our Social Media team. We apologize that OnTrac does not ship to New York. It appears that we have come to an agreement however, and are rerouting the package to your address in San Francisco. We expect the package to be delivered within the next 1-2 business days.
We understand this has been a confusing and frustrating experience and sincerely apologize for the difficulty you have experienced. We have also added 500 points to your Beauty Bank for the inconvenience.
Best regards,
Sephora Client Services

I cannot believe the customer service I was provided over the phone after placing an order on Sephora's website. The order that I placed was cancelled by the merchant (Sephora) due to their inability to verify my billing address, or so it stated in the cancellation email that I was sent. I first called my bank to see if it was an error on my part and asked them to confirm the info that I had on file (i recently moved). After they confirmed the info that I had was correct, I then called Sephora and was given several excuses (from different representatives as my call was being passed around in between 15-20 minute wait times) about why the transaction didn't go through. I was told that it was because my shipping and billing address didn't match and then I was told that my phone number didn't match and finally it was that I was just in an undeliverable area. Please note that I work in the financial district of San Francisco with AT LEAST 60 other women on my floor ALONE and the amount of sephora packages that travel through here is astronomical! After giving up on the order and just asking that they assist me in releasing the funds with my bank (all they needed to do is provide my bank with an approval code) they said they would release the funds themselves and then put me on hold in mid-sentence and never came back on the line. I rarely ever go out my way to give a bad review, but I am in complete disbelief at he behavior of the broads in the call center ESPECIALLY after I exercised what I feel should be award-winning patience (you catch more bees with honey after all). It's definitely a considerable difference to the sweethearts you encounter in-store! Ugh! beware of online purchases with sephora!

Initial Business Response /* (1000, 5, 2015/02/17) */
As a courtesy the return to which this client refers was processed on 2/17/2015. This client was emailed directly and advised that her refund will reflect in to her financial institution within 7 - 10 business days.
Initial Consumer...

Rebuttal /* (2000, 7, 2015/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/09/05) */
We will follow up with [redacted] regarding his comment. Due to the negative activities on your multiple Sephora.com accounts, we are unable to refund your credit card for your requested amount.
Initial Consumer Rebuttal /*...

(3000, 7, 2014/09/08) */
Sephora sent me a empty box with no item in it, the shipping carrier even confirmed the box was empty due to SEPHORA not putting the item in the box
So when I called sephora I got transfereed to a supervisor named [redacted], he got on the phone and literally started yelling at me, and said "i am not giving you a refund of your $542.00 item) and then he procieeds to tell me that he is gay and that he hates women and called me a [redacted]! I even had ONTRAC the shipping company call and they even confirmed the box was EMPTY at the time of delievery, and sephora is refusing to refund me and keeps telling me to dispute it with my credit card. [redacted], then procieeds to say " hahahaha goodbye [redacted]" and then hung up on me I am beyond shocked a company like Sephora would have a supervisor talk to people like this!

Initial Business Response /* (1000, 5, 2014/03/17) */
We pulled up your online profile to ensure that we followed the correct procedures for your refund. A store credit [redacted] issued on X-XX-XXXX in the amount of $20.14. This store credit was redeemed in the order # XXXXXXXXXX on...

1-18-2014.
If you have further questions please contact us at 1-877-Sephora.
Regards,
Sephora Client Services

Initial Business Response /* (1000, 5, 2015/01/20) */
This client was emailed directly to address their concern of what is and is not displayed on Sephora.com regarding in-store returns. The client was advised that we are in the process of updating the information displayed on the site to...

reflect details of the policy as it affects our physical stores. This client was also provided the return policy as it is displayed in store and that it can be observed prior to completing a transaction.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company offers a promise. Can we keep complaint open until company follows through?
Final Business Response /* (4000, 9, 2015/02/03) */
This client was responded to directly by email and was given a direct number to call for assistance. The information he was previously supplied with is correct and was reiterated to him.
Final Consumer Response /* (4200, 11, 2015/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After many emails, sephora gave me the 1800-sephora number.
No change has been made to sephora.com as promised.

Initial Business Response /* (1000, 5, 2014/02/20) */
Dear [redacted],
We are sorry to hear that you were unable to add the fragrance bag promotion to your recent order. We have scent the bags out to you at no additional cost as an apology. You will receive an email with your order number...

and another email once your order ships.
Regards,
[redacted]
Sephora Client Services
Final Consumer Response /* (2000, 7, 2014/02/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sending me the promotion will completely satisfy my reason for filing the complaint. Thank you.

Initial Business Response /* (1000, 5, 2015/12/17) */
Dear [redacted],
We have reviewed your Revdex.com complaint and apologize for any confusion.
When a high value package is claimed as lost, our Beauty Advisors must wait for our shipping carriers to complete their investigation.
In...

regards to your recent orders, UPS was able to locate both packages and will be returning the items to Sephora. We have processed refunds for both your orders (for which you should receive confirmation emails).
The refunds will be made to the original forms of payment - 130.38 and 63.74 will be returned to the original credit cards used on the account. The additional $20 from your Holiday Reward Card will be applied to your online account in the form of store credit. This store credit never expires and will automatically apply to your next online order.
We are very sorry for any delay in processing the refunds. 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.
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)