Complaint: ***I am rejecting this response because:I have already called and emailed customer service about this issue and was told to contact my bank.Sincerely,*** ***
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for any confusion or inconvenience
For questions regarding store return decisions, please contact TRE (The Retail Equation) Customer Service at 1-800-652-2331, Monday through Friday, 8am-5pm PST, send them an e-mail to [email protected] or a letter to the mailing address listed below.TREPO Box 51373Irvine, CA 92619TRE (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 report
We regret that Sephora does not have insight into TRE systems, and are very sorry for the frustration this has caused
Regards,Sephora Client ServicesTell us why here
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for this experience
Our warehouse recently experienced a slight delay in processing orders, and we are very sorry your order was included in these delays
We understand how frustrating this
situation is, and have processed your refund to the original form of payment
Thank you for your patience and understanding,
Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for this experience
Your feedback is extremely important to us, and we will ensure our Quality Assurance team reviews the interaction you had with our Beauty Advisors
We have refunded you for
the amount paid ($***) to the original form of paymentPlease allow 3-business days for this transaction to appear in your billing statement
As an additional apology, we have also sent you a replacement order at no chargeWe hope you enjoy your items
Thank you for being a loyal Sephora clientWe hope you will choose to shop with us again in future
Best regards,
Sephora Client Services
Complaint: ***I am rejecting this response because:I returned those itemsIf you don't have them how are you denying what they were? This is one of the worst companies everI will NEVER purchase anything from any of your companies ever again and I will make sure people know about this incidentSephora is a joke. Sincerely,*** ***
Initial Business Response /* (1000, 10, 2016/02/01) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulties you encountered with your purchased Sephora Collection Instant Moisturizer
In reviewing your account it appears that you have successfully
exchanged the product in store
We are very sorry to hear that you may have received a defective product, and although you have already successfully exchanged it for a replacement, would like to send you another jar of the moisturizer, complimentary, to the address provided in this complaint as our apology
You will receive confirmation emails - the first to let you know the order has been placed and the second to notify you that the item has shipped
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
Best,
Sephora Client Services
Dear ***,
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
labelsWe 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 points to your Beauty BankThese 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
Complaint: ***I am rejecting this response because:
The issue is not the substitution itselfYour promotion places pictures of the samplesIt says something like substitutions may be made if your choice runs outThe problem is the substitutionThe samples offered were acceptable as substitutionWhat you sent was NOT part of the promotion and was NOT acceptableThat is a bait and switchI would not have placed the order, at all, for anything elseI work for a manufacturing company. Your excuse at not satisfying this complaint is weak and unacceptableI am actually bays down from my own company's promotion and marketing department. At my company, we do not make promotions in order to generate sales. Sephora's issue is ethics, honesty and integritySeriously, you cant tell me you cant have someone grab lip make up samples out of a box somewhere in your inventory and send it to you and you drop it in the mail to meThen we would be done with thisI would never be a customer of yours again, but this would be done. Sincerely,*** ***
Complaint: ***I am rejecting this response because: it is not resolving my
issueI don't want the flash shippingI should be sent the palette as a reship for the inconvenience or another item from anastasia since the palettes are so faulty Sincerely,*** ***
Initial Business Response /* (1000, 5, 2016/01/25) */
Dear ***,
Thank you for your patience while we reviewed your Revdex.com complaint
Upon review, the amount of $has been successfully refunded to your Master Card ending in *** Please allow 1-business days for this to appear on your
billing statement
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
Best,
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, ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and I will await your response and resolution to this issueIn sight of that experience I no longer shop at the *** Sephora location even though it is closest to meThank you for taking the time to address this
Sincerely, *** *** ***
Dear ***,
We have reviewed your Revdex.com complaint about your recent point redemptions of the Facial EssenceThe size discrepancy is a known error that we have now corrected and we apologize for any inconvenience that this may have causedWe have replaced the points you used to redeem
these Point RewardsWe thank you for your understanding and hope that you will choose to shop with Sephora again in the future
Regards,
Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and apologize for the damaged palette
We understand this has been frustrating, and per your request, have added $** in online store credit to your Sephora accountThis store credit will never expire and will automatically
apply towards your next online order
Best wishes,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/12/01) */
Dear ***,
We have reviewed and researched your Revdex.com complaint
Per our specialists, our tax rate is calculated from the tax files we receive from CCH and not through a different websiteAt this time, according to CCH the tax rate is
7.75%
We apologize for any inconvenience and have added points to your Beauty Bank for the confusion
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
Best regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I don't have any other choiceApparently I have to fight the CCH
Dear***,
Thank you for your patience
We have reviewed your Revdex.com complaint and a Sephora Client Services Supervisor will be reaching out to you via email shortly
Best regards,
Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for your experience
We would like to further research this incident but were unable to locate a Beauty Insider account with the information provided
Please reply to this message with your registered Beauty Insider
account email or card number so that we may locate the purchase on your accountAlternatively, we invite you to email [email protected] so that our dedicated team may continue to investigate for you
As an alternative to your Beauty Insider account information, we will also be happy to review an alternative form of proof of purchase
Once we have your Beauty Insider account information, we would also like to add points to your Beauty Insider account as an apology for any inconvenience
Thank you for your patience,
Sephora Client Services
Complaint: ***I am rejecting this response because:
The Sephora Client Services apologized for the confusion but they did not comment at all on their advertisement (i.eoffering travel size instead of full-size) and to my request to at least reimburse me for the difference between the travel size and full-size fragrance of the *** *** *** ** ***Instead they offer some kind if Beauty points from their own storesThis is not an acceptable solution to my complaint, especially since Sephora wants to win back customer trust by simply offering cheap bonus pointsThe point is still that they offer an expensive cologne sampler set with a voucher stating "Exchange the included voucher for a FREE FULL-SIZE featured fragrance”But when customers like buy this set and want to exchange this voucher for one of the exact same colognes that was in the set (i.e*** ***), Sephora makes them pay extraI did pay extra to receive the full-size bottle and I had to go through all this hassle here to get their customer service attentionI am not happy with receiving simple bonus points as excuse for this obvious deception of customers Sincerely,*** ***
Dear ***,
We have reviewed your Revdex.com complaint and are very sorry to hear about your experience
We regret that we were unable to locate an account assocaited with the provided email address or phone numberHowever, it sounds like there may have been difficulty placing your
orderAny additional transactional amounts from Sephora.com that you may have seen on your credit card or debit account were temporary authorizations from failed order attemptsThese funds are normally released by your financial insitution within 1-business days
If you continue to see the pending authorizations to date, please respond to this Revdex.com complaint with the email address assocaited to your Sephora account so that we may further research this issue for you
Regards,
Sephora Client Services
***,I have contact Sephora via *** and did speak to them about the issueThey gave me points to my account, but I still don't have a date for delivery for my package, therefore am not satisfied stillThey did advise that I should be seeing an update some time dayAs of now, the
tracking still shows nothingSince I filed the complaint, it did move from one city in Colorado to another that was not that far awayEven after that movement, no delivery date has been provided to meThey did apologize for the poor customer service while dealing with this issuePlease let me know if I need to do anything else or send you any other information.Thanks,***
Complaint: ***I am rejecting this response because:I have already called and emailed customer service about this issue and was told to contact my bank.Sincerely,*** ***
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for any confusion or inconvenience
For questions regarding store return decisions, please contact TRE (The Retail Equation) Customer Service at 1-800-652-2331, Monday through Friday, 8am-5pm PST, send them an e-mail to
[email protected] or a letter to the mailing address listed below.TREPO Box 51373Irvine, CA 92619TRE (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 report
We regret that Sephora does not have insight into TRE systems, and are very sorry for the frustration this has caused
Regards,Sephora Client ServicesTell us why here
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for this experience
Our warehouse recently experienced a slight delay in processing orders, and we are very sorry your order was included in these delays
We understand how frustrating this
situation is, and have processed your refund to the original form of payment
Thank you for your patience and understanding,
Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for this experience
Your feedback is extremely important to us, and we will ensure our Quality Assurance team reviews the interaction you had with our Beauty Advisors
We have refunded you for
the amount paid ($***) to the original form of paymentPlease allow 3-business days for this transaction to appear in your billing statement
As an additional apology, we have also sent you a replacement order at no chargeWe hope you enjoy your items
Thank you for being a loyal Sephora clientWe hope you will choose to shop with us again in future
Best regards,
Sephora Client Services
Complaint: ***I am rejecting this response because:I returned those itemsIf you don't have them how are you denying what they were? This is one of the worst companies everI will NEVER purchase anything from any of your companies ever again and I will make sure people know about this incidentSephora is a joke. Sincerely,*** ***
Initial Business Response /* (1000, 10, 2016/02/01) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulties you encountered with your purchased Sephora Collection Instant Moisturizer
In reviewing your account it appears that you have successfully
exchanged the product in store
We are very sorry to hear that you may have received a defective product, and although you have already successfully exchanged it for a replacement, would like to send you another jar of the moisturizer, complimentary, to the address provided in this complaint as our apology
You will receive confirmation emails - the first to let you know the order has been placed and the second to notify you that the item has shipped
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
Best,
Sephora Client Services
Dear ***,
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
labelsWe 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 points to your Beauty BankThese 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
Complaint: ***I am rejecting this response because:
The issue is not the substitution itselfYour promotion places pictures of the samplesIt says something like substitutions may be made if your choice runs outThe problem is the substitutionThe samples offered were acceptable as substitutionWhat you sent was NOT part of the promotion and was NOT acceptableThat is a bait and switchI would not have placed the order, at all, for anything elseI work for a manufacturing company. Your excuse at not satisfying this complaint is weak and unacceptableI am actually bays down from my own company's promotion and marketing department. At my company, we do not make promotions in order to generate sales. Sephora's issue is ethics, honesty and integritySeriously, you cant tell me you cant have someone grab lip make up samples out of a box somewhere in your inventory and send it to you and you drop it in the mail to meThen we would be done with thisI would never be a customer of yours again, but this would be done. Sincerely,*** ***
Complaint: ***I am rejecting this response because: it is not resolving my
issueI don't want the flash shippingI should be sent the palette as a reship for the inconvenience or another item from anastasia since the palettes are so faulty Sincerely,*** ***
Initial Business Response /* (1000, 5, 2016/01/25) */
Dear ***,
Thank you for your patience while we reviewed your Revdex.com complaint
Upon review, the amount of $has been successfully refunded to your Master Card ending in *** Please allow 1-business days for this to appear on your
billing statement
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
Best,
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, ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and I will await your response and resolution to this issueIn sight of that experience I no longer shop at the *** Sephora location even though it is closest to meThank you for taking the time to address this
Sincerely, *** *** ***
Dear ***,
We have reviewed your Revdex.com complaint about your recent point redemptions of the Facial EssenceThe size discrepancy is a known error that we have now corrected and we apologize for any inconvenience that this may have causedWe have replaced the points you used to redeem
these Point RewardsWe thank you for your understanding and hope that you will choose to shop with Sephora again in the future
Regards,
Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and apologize for the damaged palette
We understand this has been frustrating, and per your request, have added $** in online store credit to your Sephora accountThis store credit will never expire and will automatically
apply towards your next online order
Best wishes,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/12/01) */
Dear ***,
We have reviewed and researched your Revdex.com complaint
Per our specialists, our tax rate is calculated from the tax files we receive from CCH and not through a different websiteAt this time, according to CCH the tax rate is
7.75%
We apologize for any inconvenience and have added points to your Beauty Bank for the confusion
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
Best regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I don't have any other choiceApparently I have to fight the CCH
Dear***,
Thank you for your patience
We have reviewed your Revdex.com complaint and a Sephora Client Services Supervisor will be reaching out to you via email shortly
Best regards,
Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for your experience
We would like to further research this incident but were unable to locate a Beauty Insider account with the information provided
Please reply to this message with your registered Beauty Insider
account email or card number so that we may locate the purchase on your accountAlternatively, we invite you to email [email protected] so that our dedicated team may continue to investigate for you
As an alternative to your Beauty Insider account information, we will also be happy to review an alternative form of proof of purchase
Once we have your Beauty Insider account information, we would also like to add points to your Beauty Insider account as an apology for any inconvenience
Thank you for your patience,
Sephora Client Services
Complaint: ***I am rejecting this response because:
The Sephora Client Services apologized for the confusion but they did not comment at all on their advertisement (i.eoffering travel size instead of full-size) and to my request to at least reimburse me for the difference between the travel size and full-size fragrance of the *** *** *** ** ***Instead they offer some kind if Beauty points from their own storesThis is not an acceptable solution to my complaint, especially since Sephora wants to win back customer trust by simply offering cheap bonus pointsThe point is still that they offer an expensive cologne sampler set with a voucher stating "Exchange the included voucher for a FREE FULL-SIZE featured fragrance”But when customers like buy this set and want to exchange this voucher for one of the exact same colognes that was in the set (i.e*** ***), Sephora makes them pay extraI did pay extra to receive the full-size bottle and I had to go through all this hassle here to get their customer service attentionI am not happy with receiving simple bonus points as excuse for this obvious deception of customers Sincerely,*** ***
Dear ***,
We have reviewed your Revdex.com complaint and are very sorry to hear about your experience
We regret that we were unable to locate an account assocaited with the provided email address or phone numberHowever, it sounds like there may have been difficulty placing your
orderAny additional transactional amounts from Sephora.com that you may have seen on your credit card or debit account were temporary authorizations from failed order attemptsThese funds are normally released by your financial insitution within 1-business days
If you continue to see the pending authorizations to date, please respond to this Revdex.com complaint with the email address assocaited to your Sephora account so that we may further research this issue for you
Regards,
Sephora Client Services
***,I have contact Sephora via *** and did speak to them about the issueThey gave me points to my account, but I still don't have a date for delivery for my package, therefore am not satisfied stillThey did advise that I should be seeing an update some time dayAs of now, the
tracking still shows nothingSince I filed the complaint, it did move from one city in Colorado to another that was not that far awayEven after that movement, no delivery date has been provided to meThey did apologize for the poor customer service while dealing with this issuePlease let me know if I need to do anything else or send you any other information.Thanks,***