Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize for this experience As our Social Media Moderator informed you, your order was cancelled in errorWe have confirmed this with our Solutions Department and are very sorry that your order was cancelledIt appears you have been able to communicate with our Beauty Advisors further, and we will ensure you receive your 20% discount on the items that had been selected in the original order In order to protect our clients, Sephora is unable to ship to addresses such as freight forwarders or hotels, this is because we cannot guarantee the order will be successfully delivered from the third party carrier to our clients We understand this has been a very confusing situation, and we will be working closely with our teams to ensure it does not occur again As an additional apology, we have added an online store credit of $***This store credit never expires, and is the equivalent to adding Flash 1-Day Shipping to three ordersIf you prefer, you may apply to credit to your merchandise total instead Thank you for your patience and understandingWe hope you will choose to shop with Sephora again so that we may turn this experience around for you Best regards, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: The solutions team did not tell me the information provided in the Revdex.com response [redacted] ( [redacted] ) states that she wished to speak with an associate to collaborate my storyThe associated called her on April 8th [redacted] And I haven't heard from the solutions team sinceMy associate not only confirmed my story but was able to provide proofAnd despite my numerous phone calls to both Victoria and Meaghan Fitzgerald (both senior analyst in the fraud solutions department) I have received not one response backAt this point it appears to be discriminationThey have no evidence or bases to block my account and no proofI am rejecting the response because it doesn't accurately depict the situation that has occurredSincerely, [redacted]
Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize for the delay in shipping your orderUpon review, you have already spoken with a Beauty Advisor and have been assisted with this issueBest regards, Sephora Client Services
Dear [redacted] , We have reviewed your Revdex.com complaint and apologize for this experienceWe have reached out to the District Manager so that we may further research this transaction for you and hope to resolve this shortlyIn the meantime, we have added points to your Beauty Bank as an apology for the delay in processing your refundWe thank you for your patience while we look into this matter for youBest regards, Sephora Client Services
Dear [redacted] , We have reviewed your Revdex.com complaint and are very sorry to hear about your recent experienceWe appreciate the feedback that you have provided us with in regard to your experience at our Sephora storeYour feedback has been forwarded to the appropriate contact within the Sephora stores organizationThey will do their best to address your concerns and will respond accordingly Sincerely,Sephora Client Services
Initial Business Response / [redacted] (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 $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 partThe 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 / [redacted] (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 $The amount Sephora submitted to American Express for refund was $They still owe me a refund of $per the original receipt and per their note above Final Business Response / [redacted] (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 orderThis discount changed the amount you paid for item #XXXXXXX from $to $+tax, bringing your refund amount to $ 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 understandingFor 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
Dear [redacted] We have reviewed your Revdex.com complaint and are very sorry to hear about your experience in the [redacted] We have forwarded your information to the store and hope to have this issue resolved for you as soon as possible Please accept our apologies for your experienceWe hope you will give us the chance to show you how we value all our clients Regards, Sephora Client Services
Dear ***, We have reviewed your Revdex.com complaint and sincerely apologize for your experiences Please keep in mind that Sephora does not accept returns after daysShould you experience a device malfunction, we recommend reaching out to the brand directly for assistance with their warranty programsWe are very sorry to hear your device may have malfunctioned! For returns denied through ***, we strongly recommend contacting [redacted] and disputing the ***ision as all disputes are reviewed, and may be overturned We apologize for the difficulties with your Holiday Reward Card and have forwarded the feedback to the appropriate departmentAs an additional apology, we have enrolled you – complimentary – in our Flash 2-Day Shipping ProgramThis subscription is valid through [redacted] We hope you will choose to shop with Sephora again in future Best wishes, Sephora Client Services
Initial Business Response / [redacted] (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 [redacted] @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 / [redacted] (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 / [redacted] (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 [redacted] @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 [redacted] Final Business Response / [redacted] (4000, 14, 2015/12/10) */ Dear ***, We sincerely apologize for the error! The email is [redacted] @sephora.com not [redacted] @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
Complaint: [redacted] I am rejecting this response because:I appreciate the apology, however the store manager approved concealers to be given as store credit and the store only provided oneWasted my time coming into the storePoorly arranged and poor customer service by the storeReceipt available if proof requiredSincerely, [redacted]
Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience We would love to gather more information and hear more about what occurred during your last interactions with usWe will be reaching out to you via email shortly Thank you for your patience and understanding Best regards, Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] 0, and find that this resolution is satisfactory to meI would like to add that while I have since gotten off the waitlist, I don't feel that the company's response at all addresses my complaintMy complaint was that the order in which people were allowed to enroll was fraudulent and their response does not give any information to indicate that it wasn't, only that I can NOW get off the waitlistThe issue is that I should have already been off the waitlist before people that signed up after meSincerely, R [redacted] P [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/31) */ Dear [redacted] We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty experienced with your return Upon review, the refund to your Visa ending in in the amount of $was approved 11/27/These transactions may take 1-business days to appear on your financial statement If you have still not seen the refund appear in your statement, we recommend reaching out to your Financial Insitution at this time for further assistanceWe apologize for any inconvenience 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
Dear [redacted] , We have reviewed your Revdex.com complaint and are very sorry to hear there has been difficulty in regards to returned itemsIn reviewing the order numbers provided, the orders were placed under a different email account than the email provided via this Revdex.com complaintWe have reviewed your account and found that you have multiple accounts that are currently enrolled in our Beauty Insider Rewards Program, many of which are still actively earning pointsPlease keep in mind that per our Terms of Use, clients are allowed one account per personWe thank you for your patience while we further research the order numbers provided with our warehouseBest, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: Please note that I have rejected the response because the issue currently unresolvedI have followed Sephora's instructions and emailed their Client Specialist with the information they asked forI await Sephora's response in resolving this matterSincerely, [redacted] ***
Dear ***, We have reviewed your Revdex.com complaint and are very sorry about this experienceIt appears you have already spoken with a representative in regards to this orderWe know this was a frustrating experience and apologize that the reward you had selected went out of stock before your order was shippedAs an additional apology for this experience, we have added an online store credit in the amount of $ [redacted] - the equivalent of applying expedited 1-Day shipping to your next orderThank you for your patience and understanding, Sephora Client Services
Dear [redacted] , We are very sorry for your recent experiences with our Beauty Bazaar As this revamped Beauty Bazaar is still new, we are working on incorporating our client's feedback We thank you for your feedback, as well as your patience and understanding Best regards, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: Sephora did nothing to resolve the matter other then send you a generic responseI have tried to reach someone on the phone and you get no where Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: This is the same response I get on the phoneContact someone elseThis has never in my life happened to me beforeI am disgustedI obviously checked with my bankThis company has done us wrong and that is the bottom lineThe cancellation number is [redacted] This is when I was told I would be refunded our moneyI was actually told that I should cancel my order (I sent it to my old address after I moved and realized after placing the orderI called immediately and was told it would be best to cancel the order.) I have called countless timesThis is not fairIt is a shame I have had so much grief over this Sincerely, [redacted] ***
Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize for this experience As our Social Media Moderator informed you, your order was cancelled in errorWe have confirmed this with our Solutions Department and are very sorry that your order was cancelledIt appears you have been able to communicate with our Beauty Advisors further, and we will ensure you receive your 20% discount on the items that had been selected in the original order In order to protect our clients, Sephora is unable to ship to addresses such as freight forwarders or hotels, this is because we cannot guarantee the order will be successfully delivered from the third party carrier to our clients We understand this has been a very confusing situation, and we will be working closely with our teams to ensure it does not occur again As an additional apology, we have added an online store credit of $***This store credit never expires, and is the equivalent to adding Flash 1-Day Shipping to three ordersIf you prefer, you may apply to credit to your merchandise total instead Thank you for your patience and understandingWe hope you will choose to shop with Sephora again so that we may turn this experience around for you Best regards, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: The solutions team did not tell me the information provided in the Revdex.com response [redacted] ( [redacted] ) states that she wished to speak with an associate to collaborate my storyThe associated called her on April 8th [redacted] And I haven't heard from the solutions team sinceMy associate not only confirmed my story but was able to provide proofAnd despite my numerous phone calls to both Victoria and Meaghan Fitzgerald (both senior analyst in the fraud solutions department) I have received not one response backAt this point it appears to be discriminationThey have no evidence or bases to block my account and no proofI am rejecting the response because it doesn't accurately depict the situation that has occurredSincerely, [redacted]
Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize for the delay in shipping your orderUpon review, you have already spoken with a Beauty Advisor and have been assisted with this issueBest regards, Sephora Client Services
Dear [redacted] , We have reviewed your Revdex.com complaint and apologize for this experienceWe have reached out to the District Manager so that we may further research this transaction for you and hope to resolve this shortlyIn the meantime, we have added points to your Beauty Bank as an apology for the delay in processing your refundWe thank you for your patience while we look into this matter for youBest regards, Sephora Client Services
Dear [redacted] , We have reviewed your Revdex.com complaint and are very sorry to hear about your recent experienceWe appreciate the feedback that you have provided us with in regard to your experience at our Sephora storeYour feedback has been forwarded to the appropriate contact within the Sephora stores organizationThey will do their best to address your concerns and will respond accordingly Sincerely,Sephora Client Services
Initial Business Response / [redacted] (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 $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 partThe 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 / [redacted] (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 $The amount Sephora submitted to American Express for refund was $They still owe me a refund of $per the original receipt and per their note above Final Business Response / [redacted] (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 orderThis discount changed the amount you paid for item #XXXXXXX from $to $+tax, bringing your refund amount to $ 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 understandingFor 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
Dear [redacted] We have reviewed your Revdex.com complaint and are very sorry to hear about your experience in the [redacted] We have forwarded your information to the store and hope to have this issue resolved for you as soon as possible Please accept our apologies for your experienceWe hope you will give us the chance to show you how we value all our clients Regards, Sephora Client Services
Dear ***, We have reviewed your Revdex.com complaint and sincerely apologize for your experiences Please keep in mind that Sephora does not accept returns after daysShould you experience a device malfunction, we recommend reaching out to the brand directly for assistance with their warranty programsWe are very sorry to hear your device may have malfunctioned! For returns denied through ***, we strongly recommend contacting [redacted] and disputing the ***ision as all disputes are reviewed, and may be overturned We apologize for the difficulties with your Holiday Reward Card and have forwarded the feedback to the appropriate departmentAs an additional apology, we have enrolled you – complimentary – in our Flash 2-Day Shipping ProgramThis subscription is valid through [redacted] We hope you will choose to shop with Sephora again in future Best wishes, Sephora Client Services
Initial Business Response / [redacted] (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 [redacted] @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 / [redacted] (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 / [redacted] (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 [redacted] @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 [redacted] Final Business Response / [redacted] (4000, 14, 2015/12/10) */ Dear ***, We sincerely apologize for the error! The email is [redacted] @sephora.com not [redacted] @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
Complaint: [redacted] I am rejecting this response because:I appreciate the apology, however the store manager approved concealers to be given as store credit and the store only provided oneWasted my time coming into the storePoorly arranged and poor customer service by the storeReceipt available if proof requiredSincerely, [redacted]
Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience We would love to gather more information and hear more about what occurred during your last interactions with usWe will be reaching out to you via email shortly Thank you for your patience and understanding Best regards, Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] 0, and find that this resolution is satisfactory to meI would like to add that while I have since gotten off the waitlist, I don't feel that the company's response at all addresses my complaintMy complaint was that the order in which people were allowed to enroll was fraudulent and their response does not give any information to indicate that it wasn't, only that I can NOW get off the waitlistThe issue is that I should have already been off the waitlist before people that signed up after meSincerely, R [redacted] P [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/31) */ Dear [redacted] We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty experienced with your return Upon review, the refund to your Visa ending in in the amount of $was approved 11/27/These transactions may take 1-business days to appear on your financial statement If you have still not seen the refund appear in your statement, we recommend reaching out to your Financial Insitution at this time for further assistanceWe apologize for any inconvenience 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
Dear [redacted] , We have reviewed your Revdex.com complaint and are very sorry to hear there has been difficulty in regards to returned itemsIn reviewing the order numbers provided, the orders were placed under a different email account than the email provided via this Revdex.com complaintWe have reviewed your account and found that you have multiple accounts that are currently enrolled in our Beauty Insider Rewards Program, many of which are still actively earning pointsPlease keep in mind that per our Terms of Use, clients are allowed one account per personWe thank you for your patience while we further research the order numbers provided with our warehouseBest, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: Please note that I have rejected the response because the issue currently unresolvedI have followed Sephora's instructions and emailed their Client Specialist with the information they asked forI await Sephora's response in resolving this matterSincerely, [redacted] ***
Dear ***, We have reviewed your Revdex.com complaint and are very sorry about this experienceIt appears you have already spoken with a representative in regards to this orderWe know this was a frustrating experience and apologize that the reward you had selected went out of stock before your order was shippedAs an additional apology for this experience, we have added an online store credit in the amount of $ [redacted] - the equivalent of applying expedited 1-Day shipping to your next orderThank you for your patience and understanding, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: nothing was done Sincerely, [redacted]
Dear [redacted] , We are very sorry for your recent experiences with our Beauty Bazaar As this revamped Beauty Bazaar is still new, we are working on incorporating our client's feedback We thank you for your feedback, as well as your patience and understanding Best regards, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: Sephora did nothing to resolve the matter other then send you a generic responseI have tried to reach someone on the phone and you get no where Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: This is the same response I get on the phoneContact someone elseThis has never in my life happened to me beforeI am disgustedI obviously checked with my bankThis company has done us wrong and that is the bottom lineThe cancellation number is [redacted] This is when I was told I would be refunded our moneyI was actually told that I should cancel my order (I sent it to my old address after I moved and realized after placing the orderI called immediately and was told it would be best to cancel the order.) I have called countless timesThis is not fairIt is a shame I have had so much grief over this Sincerely, [redacted] ***