Initial Business Response /* (1000, 5, 2016/01/07) */
Dear ***
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
***@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
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing was resolved with this replyI did e-mail themI'm waiting for their response
Final Business Response /* (4000, 9, 2016/01/22) */
Dear ***
Thank you for reaching out to our Beauty Concierge
We have responded directly via email asking for further clarification as it appears that in your Revdex.com complaint, the items attempted to be returned were Christmas gifts, however in your email you claim that the items were purchased by you
Without more information, we regret that we are unable to assist you further
Thank you for your patience and understanding,
Sephora Client Services
Dear ***, We appreciate the feedback you have provided
We are unable to provide any information as it pertains to denied return transactionsTRE (The Retail Equation) will be able to provide you with your Return Activity Report (RAR)Once you receive this report there is a process to dispute the accuracy or completeness of any information contained in the RAR reportIf a dispute is filed you will receive a notification of what decision was made
Regards,
Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and apologize for any confusion or inconvenience
We understand the matter of sales tax can be frustratingTo clarify, tax rates through Sephora.com are established by CCHAccording to your address, the ** tax rate is correct
Thank you for your patience and understanding
We hope you will continue to shop with Sephora so that we may show you the type of service we strive to provide all our valued clients
Best regards,
Sephora Client Services
Dear ***
We have reviewed your Revdex.com complaint and are very sorry to hear about your recent experience
We have contacted Lasership in regards to your lost order and hope to have more information shortlyIn the meantime, we are happy to offer you a refund or a reshipment of
your orderPlease let us know which option you prefer
Your feedback has been forwarded to the appropriate department and we will incorporate it into our future endeavorsBest regards,
Sephora Client Services
Dear ***
We truly apologize for this experience and any confusion caused by it
We understand this has been frustratingDue to system limitations, we are unable to refund a credit card for your purchase made in storeHowever, the online store credit of $*** will never expire
Thank you for your understanding,
Sephora Client Services
Complaint: ***I am rejecting this response because:
***.*** or ***.***com - the fact that this product is not showing up in my history is part of my complaint, so I'm not sure what further research you need to do
Sincerely,*** ***
Dear ***,
We are very sorry for this experience
In reviewing your account, it appears our Beauty Advisors have already added points (the equivalent to having spent $with Sephora) to your Beauty Insider account as an apologyThese points never expire and may be redeemed online or in store
We understand it is frustrating that your order was not successfully delivered and are working with OnTrac to better service all our clients
Thank you,
Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and are very sorry for this experience
It appears that your order was split into two shipments due to product availability at our warehousesWe are so sorry this was a confusing experience, and have forwarded the feedback so that
we may improve our processes going forward
Upon review, you have already spoken with a supervisor about your order and a refund in the amount of $*** has been issued to the original form of payment
As an apology for this experience, we have added an online store credit to your account in the amount of $***This will cover shipping on your next order
We thank you for your patience and hope that you will choose to shop with Sephora again in future so that we may show you the kind of experience we strive to provide to all our valued clients
Warm regards,
Sephora Client Services
(The consumer indicated he/she DID NOT accept the response from the business.)I cannot accept this answercas a resolutionI am willing to wait until the store send the footage but since I am required to either accept or reject the response I obviously have to reject it because no resolution has been offered.I don't need any apologies at this pointIf the store is truly getting footage then I'd like to request to have a copy please, for my own recordPlease let me know if no other resolution is offered by Sephora and I will look into the next step to take
Dear ** ***
We have reviewed the information you have provided and provided it to our Solutions Department
It appears that your associate has not been able to confirm the details you have providedAt this time, our decision stands
We thank you for your understanding
Regards,
Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to me
I did receive emails addressed to Miranda after the credit was applied, so I would just suggest that Sephora makes an effort not to change personal information while they are in people's account. I called customer service and had this updated.
Sincerely, Kristen ***
Complaint: ***I am rejecting this response because: I already contacted themIf the card bought from your store or your websiteIt was stolen, you will replace one card for me or not?
Thanks.Sincerely,*** ***
Client was sent an email regarding her Revdex.com complaint Tracking information given by OnTrac states that the Order was delivered to the address provided by ClientClient must pay balance due in order to shop online with Sephora.comProvided Client email address and phone number should she need
to contact us
Complaint: ***I am rejecting this response because:they have't really explained the shipping policy clearlyI understand that it was a mistake, I appreaicate that they will honor the 20%, and the store credit, but they haven't explained to why CS keeps telling me they can't ship to non-residentail adresses, when I have already had packages delivered to a non-residentail addressIt makes no sense. Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/12/08) */
Dear *** ***,
We have reviewed your Revdex.com complaint and sincerely apologize for any inconvnience caused by your online order
Upon review, your credit card has been refunded in the amount of $as of 12/7/This transaction may
take 1-business days to appear on your financial statement
Again, we are truly sorry for any inconvenienceWe hope you will shop with us again so that we can show you the kind of experience we strive to give all our valued clients
Best regards,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/06/12) */
Below is a copy of the email this client received today:
Dear ***,
We received the complaint you submitted via the Revdex.com and appreciate that you have brought your concerns to our attention so that we may assist you
further
As UPS has now completed their investigation, we have processed a refund for your order XXXXXXXXXXOn 6/12/a refund of $was issued to your Master CardPlease keep in mind that your financial institution may take approximately 3-business days to reflect this transaction in your account
We apologize for any inconvenience this issue may have causedIf 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Dear ***,
We have reviewed your Revdex.com complaint and are very sorry to hear about this recent experience at our *** Sephora store
We were able to confirm this information has already been forwarded to the appropriate contactsThey will do their best to address your
concerns and will respond accordingly
If you have not heard back from the store, please call our Beauty Advisors at 1-877-SEPHORA (877-737-4672) so that we may reach out to the store on your behald
Best wishes,
Sephora Client Services
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.)
Complaint: ***I am rejecting this response because: The associate did collaborate my storyShe also stated she could provide Victoria with copy of the receiptsHowever; Victoria never returned LaShana's phone calls or my ownPlus; LaShana informed me of exactly what she said to VictoriaTo this day; nor I or LaShana has received any communication or response from VictoriaI offered to submit additional documentation to support my claims and the Solutions department has ignored all effortsI am hoping this is not a discriminating action because everything appears to be exactly thatI have read multiple chargeback claims to Sephora by customers and it appears as those who are of an ethic minority are the only ones who accounts are closed, despite having reasoning to charge backI have provided Sephora with the *** claim information I filed back in November and offered to provide the receipts to show proof of purchase at a different storeHowever; The solutions teams has refused to contact me directly (or callback my associate) in order to resolve this issueSincerely,*** ***
Initial Business Response /* (1000, 5, 2016/01/07) */
Dear ***
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
***@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
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing was resolved with this replyI did e-mail themI'm waiting for their response
Final Business Response /* (4000, 9, 2016/01/22) */
Dear ***
Thank you for reaching out to our Beauty Concierge
We have responded directly via email asking for further clarification as it appears that in your Revdex.com complaint, the items attempted to be returned were Christmas gifts, however in your email you claim that the items were purchased by you
Without more information, we regret that we are unable to assist you further
Thank you for your patience and understanding,
Sephora Client Services
Dear ***, We appreciate the feedback you have provided
We are unable to provide any information as it pertains to denied return transactionsTRE (The Retail Equation) will be able to provide you with your Return Activity Report (RAR)Once you receive this report there is a process to dispute the accuracy or completeness of any information contained in the RAR reportIf a dispute is filed you will receive a notification of what decision was made
Regards,
Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and apologize for any confusion or inconvenience
We understand the matter of sales tax can be frustratingTo clarify, tax rates through Sephora.com are established by CCHAccording to your address, the ** tax rate is correct
Thank you for your patience and understanding
We hope you will continue to shop with Sephora so that we may show you the type of service we strive to provide all our valued clients
Best regards,
Sephora Client Services
Dear ***
We have reviewed your Revdex.com complaint and are very sorry to hear about your recent experience
We have contacted Lasership in regards to your lost order and hope to have more information shortlyIn the meantime, we are happy to offer you a refund or a reshipment of
your orderPlease let us know which option you prefer
Your feedback has been forwarded to the appropriate department and we will incorporate it into our future endeavorsBest regards,
Sephora Client Services
Dear ***
We truly apologize for this experience and any confusion caused by it
We understand this has been frustratingDue to system limitations, we are unable to refund a credit card for your purchase made in storeHowever, the online store credit of $*** will never expire
Thank you for your understanding,
Sephora Client Services
Complaint: ***I am rejecting this response because:
***.*** or ***.***com - the fact that this product is not showing up in my history is part of my complaint, so I'm not sure what further research you need to do
Sincerely,*** ***
Dear ***,
We are very sorry for this experience
In reviewing your account, it appears our Beauty Advisors have already added points (the equivalent to having spent $with Sephora) to your Beauty Insider account as an apologyThese points never expire and may be redeemed online or in store
We understand it is frustrating that your order was not successfully delivered and are working with OnTrac to better service all our clients
Thank you,
Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and are very sorry for this experience
It appears that your order was split into two shipments due to product availability at our warehousesWe are so sorry this was a confusing experience, and have forwarded the feedback so that
we may improve our processes going forward
Upon review, you have already spoken with a supervisor about your order and a refund in the amount of $*** has been issued to the original form of payment
As an apology for this experience, we have added an online store credit to your account in the amount of $***This will cover shipping on your next order
We thank you for your patience and hope that you will choose to shop with Sephora again in future so that we may show you the kind of experience we strive to provide to all our valued clients
Warm regards,
Sephora Client Services
(The consumer indicated he/she DID NOT accept the response from the business.)I cannot accept this answercas a resolutionI am willing to wait until the store send the footage but since I am required to either accept or reject the response I obviously have to reject it because no resolution has been offered.I don't need any apologies at this pointIf the store is truly getting footage then I'd like to request to have a copy please, for my own recordPlease let me know if no other resolution is offered by Sephora and I will look into the next step to take
Dear ** ***
We have reviewed the information you have provided and provided it to our Solutions Department
It appears that your associate has not been able to confirm the details you have providedAt this time, our decision stands
We thank you for your understanding
Regards,
Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to me
I did receive emails addressed to Miranda after the credit was applied, so I would just suggest that Sephora makes an effort not to change personal information while they are in people's account. I called customer service and had this updated.
Sincerely, Kristen ***
Complaint: ***I am rejecting this response because: I already contacted themIf the card bought from your store or your websiteIt was stolen, you will replace one card for me or not?
Thanks.Sincerely,*** ***
Client was sent an email regarding her Revdex.com complaint Tracking information given by OnTrac states that the Order was delivered to the address provided by ClientClient must pay balance due in order to shop online with Sephora.comProvided Client email address and phone number should she need
to contact us
Complaint: ***I am rejecting this response because:they have't really explained the shipping policy clearlyI understand that it was a mistake, I appreaicate that they will honor the 20%, and the store credit, but they haven't explained to why CS keeps telling me they can't ship to non-residentail adresses, when I have already had packages delivered to a non-residentail addressIt makes no sense. Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/12/08) */
Dear *** ***,
We have reviewed your Revdex.com complaint and sincerely apologize for any inconvnience caused by your online order
Upon review, your credit card has been refunded in the amount of $as of 12/7/This transaction may
take 1-business days to appear on your financial statement
Again, we are truly sorry for any inconvenienceWe hope you will shop with us again so that we can show you the kind of experience we strive to give all our valued clients
Best regards,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/06/12) */
Below is a copy of the email this client received today:
Dear ***,
We received the complaint you submitted via the Revdex.com and appreciate that you have brought your concerns to our attention so that we may assist you
further
As UPS has now completed their investigation, we have processed a refund for your order XXXXXXXXXXOn 6/12/a refund of $was issued to your Master CardPlease keep in mind that your financial institution may take approximately 3-business days to reflect this transaction in your account
We apologize for any inconvenience this issue may have causedIf 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Dear ***,
We have reviewed your Revdex.com complaint and are very sorry to hear about this recent experience at our *** Sephora store
We were able to confirm this information has already been forwarded to the appropriate contactsThey will do their best to address your
concerns and will respond accordingly
If you have not heard back from the store, please call our Beauty Advisors at 1-877-SEPHORA (877-737-4672) so that we may reach out to the store on your behald
Best wishes,
Sephora Client Services
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.)
Complaint: ***I am rejecting this response because: The associate did collaborate my storyShe also stated she could provide Victoria with copy of the receiptsHowever; Victoria never returned LaShana's phone calls or my ownPlus; LaShana informed me of exactly what she said to VictoriaTo this day; nor I or LaShana has received any communication or response from VictoriaI offered to submit additional documentation to support my claims and the Solutions department has ignored all effortsI am hoping this is not a discriminating action because everything appears to be exactly thatI have read multiple chargeback claims to Sephora by customers and it appears as those who are of an ethic minority are the only ones who accounts are closed, despite having reasoning to charge backI have provided Sephora with the *** claim information I filed back in November and offered to provide the receipts to show proof of purchase at a different storeHowever; The solutions teams has refused to contact me directly (or callback my associate) in order to resolve this issueSincerely,*** ***