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,*** ***
Complaint: ***I am rejecting this response because: the exact reasons I rejected it the first timeNothing has changed. Yet another fail from Sephora!Sincerely,*** ***
Complaint: ***I am rejecting this response because: it's not sufficient. There is a $*** credit (seems like an odd amount and not sure how that was arrived at ) and points for a program that I'm not interested in joining. I'd rather have a $credit.Sincerely,*** ***
Dear ***,
We have reviewed your Revdex.com complaint and apologize for your experience
We are confirming additional information with our Distribution CenterOnce we have additional information, we will be able to assist you further
Thank you for your patience
Best regards,
Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and I will attempt to contact the international store directly. Sincerely, *** ***
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience
It appears the Gift Card attempted on your recent order was redeemed in our *** *** store *** and has a current balance of $
If you would like to continue to shop online with
Sephora, please contact our Beauty Advisors at 1-877-SEPHORA
Best regards,
Sephora Client ServicesTell us why here
Dear ***,
We have reviewed your Revdex.com complaint and would like to sincerely apologize for your experience in store
Store employees should accept and process Credit Cards that are signed, and we will ensure this policy is reviewed
We have forwarded this feedback to our
Georgetown location, and would like to add *** points to your Beauty Bank as an additional apology
Regards,
Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and are very sorry for any confusion.We appreciate the feedback that you have provided us with in regard to your experience at our Queens Sephora store
Your feedback has been forwarded to the store directlyThey will do their best to address
your concerns and will respond accordingly
Thank you for your patience,
Sephora Client Services
Dear ***
We are very sorry to hear there may be some confuision in regards to processing your refund
In reviewing your account, it appears there are multiple orders where this may have occurredTo ensure faster service, please email [email protected] with your order numbers from
which you did not receive a refund for returned itemsOur Beauty Concierge team will be happy to research the issue for you further
Thank you for your patience,
Sephora Client Services
Dear ***,
We apologize for any confusion
The return process had been started on the items sent back to our Distribution CenterHowever as the items returned were not the items listed, and included products not sold through Sephora, we were unable to complete your return and process a refund
Thank you,
Sephora Client Services
Dear ***,
We understand your frustration and apologize for this situation
We are requesting that you provide your Beauty Insider account information so that we may further research the purchase
Thank you,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/12/31) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty experienced with this order
Upon review, your order was cancelled as we were unable to verify payment information for this purchase
For
your security over the internet, Sephora.com verifies your address against the one that your bank has on fileIt appears that your bank has an address that differs from the one entered during checkoutYou may want to call your bank to find out if they have the most updated informationAlso, you can try a previous address that your bank may currently have on file
The additional transaction amounts from Sephora.com that you see on your credit card or debit account are temporary authorizations from failed order attemptsYour financial institution will release these funds back into your account within to business daysYou will not be charged for these attempts
We are very sorry for the confusion in regards to this order and have enrolled your account complimentary in our Flash 2-Day Shipping programThis enrollment is valid for the next year and will expire 12/31/As an additional apology, we have added $in online store credit to your accountThis is the equivalent to uses of Flash 1-Day Expedited ShippingThe store credit will never expire and should you prefer, may be used towards the merchandise total on a future order
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 Business Response /* (1000, 5, 2015/08/24) */
Below is a copy of the email this client was sent on 8/24/2015:
Dear ***,
We have received the complaint you submitted to the Revdex.com and appreciate that you have provided us the opportunity to assist you further and
hopefully bring clarity to the status of your Sephora.com account
Per your documented history with Sephora.com, you have repeatedly violated the terms and conditions required for the continued access and use of the site and as a result are no longer permitted to shop on Sephora.comOur Solutions department has researched your multiple accounts and determined that frequent claims were made indicating that items were missing from you orders or that your orders were never received although the tracking information indicates they were delivered as addressedOur solutions department has also determined that items were purchased for the purpose of being resold as order #XXXXXXXXXX, which was attempted on 7/26/included a personal message to the recipient advising them of the following:
"hi there, Sorry..I ran out of stockHope you are OK with me ordering from SephoraThanks"
In addition to prohibiting the reselling of Sephora-purchased products, Sephora's Terms & Conditions also state that a client may have only one active account at any timeOf your three Sephora.com accounts we have also noted that through one of them a chargeback was filed with your financial institution for the return of an order that did not contain the items claimed to have been sent
We know that this information may be frustrating and we appreciate your understandingPlease know that the removal of your ability to shop with Sephora.com was a business decision that we did not make lightly and one that we cannot reverse
Should you have further inquiries regarding your account or the information provided within this email, we invite you to contact us by phone at - SEPHORA
Regards,
Sephora Client Service
Initial Consumer Rebuttal /* (3000, 8, 2015/08/25) */
Returned items with shipping label and never got refunded for some items
On 6/22/i returned lbs of merchandise to sephora returns and was never credited for $of items returned
On April Order # XXXXXXXXXX
Purchased Bite lipgloss library sets for total $
it was returned on 6/22/with tracking # XXXX XXXX XXXX XXXX XXXX XX
on April Order# XXXXXXXXXX
Purchased A Fragrance for $
it was returned on 6/22/with tracking # XXXX XXXX XXXX XXXX XXXX XX
Never received credit for those items
On April Order number XXXXXXXXX
was Missing $worth of merchandiseSephora.com never sent and was not credited for
Complained Numerous times but was always i'll get back to you but they never did
missing from that order was
Josie Maran Argan Enlightenment Illuminizing Wand
Item XXXXXXX Size oz $
Item XXXXXXX $
First Aid Beauty Spring Skin Savers Kit
Item XXXXXXX $
Item XXXXXXX $
Sephora.com is trying to tell me that I received these items and I have a witness who was with me when I opened the box and items was missing
SHAME ON SEPHORA.COM
I would like sephora.com to be refunded for my returns and Missing Items
Either Refund my original payment method when I bought those items or Send me a check for my missing items which totals to $
And Sephora.com does not need to worry..after this I am done with them for goodI never expected to be treated this way
I would like sephora.com to be refunded for my returns and Missing Items
Either Refund my original payment method when I bought those items or Send me a check for my missing items which totals to $
And I will not order from them again
Initial Business Response /* (1000, 8, 2015/10/21) */
Dear ***,
We have received your Revdex.com complaint and sincerely apologize for any confusion that may have occurred
We would first like to apologize that the purchased items may have been defectiveWe understand you may not have felt
comfortable returning the items via mail and decided to visit a Sephora inside JCPenney location
We regret that we are unable to process returns to a credit card if the card holder is not presentAdditionally, it is standard procedure for our Sephora inside JCPenney locations to contact our Call Center by phone to verify online returns being made in storeIf an online order is returned in store and the card holder is not present, the amount refunded is placed on a gift card or merchandise gift card, depending on the situationPer your Revdex.com Case Description, the manager issued a JCPenney gift card
Unfortunately, our systems at Sephora.com do not allow us access to JCPenney gift cards or merchandise cards
However, JCPenney gift cards are applicable both inside JCPenney locations and on JCP.comWe invite you to view the Sephora inside JCPenney options available, and have listed the URL below: http://www.jcpenney.com/beauty/dept.jump?id=deptXXXXXXXXXXX&subcatId=&deptId=dep...⇄ />
For the confusion, we have also added points to your Beauty Bank (these may be redeemed online or in store for both Sephora and Sephora inside JCPenney) and enrolled you (complimentary) in our Flash 2-Day Shipping program which includes:
- Unlimited, FREE 2-Day Shipping
- No minimum purchase required
- Applies to EVERY order for an entire year
- Special overnight rate of $
Thank you,
Beauty Concierge Specialist
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for any confusion
It appears that when ordering the Customizable Set, not enough items were selected, resulting in less items than expected being shipped to youWe apologize for this confusion and invite
you to keep the two polishes you have receivedAdditionally, we have added $*** in online store credit to your account; this will cover the cost of Flash 1-Day Shipping on three ordersAlternatively, you may apply this amount towards your merchandise totalThis store credit never expires and will apply automatically to your next online order
We hope you will choose to shop with Sephora again
Best regards,
Sephora Client Services
Dear Sharon, We have reviewed your Revdex.com complaint and sincerely apologize for this experienceWe understand that this situation is frustrating, however Sephora is unable to override a *** decisionWe encourage you to contact *** directly by phone so that they may continue to resolve this issueIn
regards to the file that is unable to be opened, we suggest trying a different web browser as this may allow the file to be downloaded/opened*** may be able to provide additional solutionsThank you for your patience, Sephora Client Services
Dear ***,
We apologize for any confusion or frustration
Your full refund has been processed back to the original form of payment and should appear on your billing statement shortly
Thank you for your patience,
Sephora Client Services
Dear *** ***,
This experience sounds very frustrating and we are genuinely sorry to hear about your recent store visitWe have shared your feedback directly with the right contacts within our retail division as this appears to be an ongoing issue with a particular store locationPlease allow
a few business days for them to research the matter fully and respond
In the future, 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
Sincerely,
Sephora Client Services
Complaint:***I am rejecting this response because:I have already told one of the customer service person that I used an international card to pay for the orderMy bank could not offer a refund on this kind of issue or let you file a disputeThe bank would not be responsible for the failure of delivery by the merchantMoreover, in a reply to Sephora's email, I had requested a proof of delivery by Sephora, since they claimed that they have "confirmed delivery", but they never provided any proof of deliverySephora just claimed that they "confirmed delivery" of a package that I never receive and wanted me to be responsible for the loss of packageThis absolutely reluctant attitude to deal with a loss package is unacceptable especially to an once loyal customer.Sincerely,*** **
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,*** ***
Complaint: ***I am rejecting this response because: the exact reasons I rejected it the first timeNothing has changed. Yet another fail from Sephora!Sincerely,*** ***
Complaint: ***I am rejecting this response because: it's not sufficient. There is a $*** credit (seems like an odd amount and not sure how that was arrived at ) and points for a program that I'm not interested in joining. I'd rather have a $credit.Sincerely,*** ***
Dear ***,
We have reviewed your Revdex.com complaint and apologize for your experience
We are confirming additional information with our Distribution CenterOnce we have additional information, we will be able to assist you further
Thank you for your patience
Best regards,
Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and I will attempt to contact the international store directly. Sincerely, *** ***
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience
It appears the Gift Card attempted on your recent order was redeemed in our *** *** store *** and has a current balance of $
If you would like to continue to shop online with
Sephora, please contact our Beauty Advisors at 1-877-SEPHORA
Best regards,
Sephora Client ServicesTell us why here
Dear ***,
We have reviewed your Revdex.com complaint and would like to sincerely apologize for your experience in store
Store employees should accept and process Credit Cards that are signed, and we will ensure this policy is reviewed
We have forwarded this feedback to our
Georgetown location, and would like to add *** points to your Beauty Bank as an additional apology
Regards,
Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and are very sorry for any confusion.We appreciate the feedback that you have provided us with in regard to your experience at our Queens Sephora store
Your feedback has been forwarded to the store directlyThey will do their best to address
your concerns and will respond accordingly
Thank you for your patience,
Sephora Client Services
Dear ***
We are very sorry to hear there may be some confuision in regards to processing your refund
In reviewing your account, it appears there are multiple orders where this may have occurredTo ensure faster service, please email [email protected] with your order numbers from
which you did not receive a refund for returned itemsOur Beauty Concierge team will be happy to research the issue for you further
Thank you for your patience,
Sephora Client Services
I have recorded everything under Federal Law so I can present plenty of evidence
Dear ***,
We apologize for any confusion
The return process had been started on the items sent back to our Distribution CenterHowever as the items returned were not the items listed, and included products not sold through Sephora, we were unable to complete your return and process a refund
Thank you,
Sephora Client Services
Dear ***,
We understand your frustration and apologize for this situation
We are requesting that you provide your Beauty Insider account information so that we may further research the purchase
Thank you,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/12/31) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty experienced with this order
Upon review, your order was cancelled as we were unable to verify payment information for this purchase
For
your security over the internet, Sephora.com verifies your address against the one that your bank has on fileIt appears that your bank has an address that differs from the one entered during checkoutYou may want to call your bank to find out if they have the most updated informationAlso, you can try a previous address that your bank may currently have on file
The additional transaction amounts from Sephora.com that you see on your credit card or debit account are temporary authorizations from failed order attemptsYour financial institution will release these funds back into your account within to business daysYou will not be charged for these attempts
We are very sorry for the confusion in regards to this order and have enrolled your account complimentary in our Flash 2-Day Shipping programThis enrollment is valid for the next year and will expire 12/31/As an additional apology, we have added $in online store credit to your accountThis is the equivalent to uses of Flash 1-Day Expedited ShippingThe store credit will never expire and should you prefer, may be used towards the merchandise total on a future order
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 Business Response /* (1000, 5, 2015/08/24) */
Below is a copy of the email this client was sent on 8/24/2015:
Dear ***,
We have received the complaint you submitted to the Revdex.com and appreciate that you have provided us the opportunity to assist you further and
hopefully bring clarity to the status of your Sephora.com account
Per your documented history with Sephora.com, you have repeatedly violated the terms and conditions required for the continued access and use of the site and as a result are no longer permitted to shop on Sephora.comOur Solutions department has researched your multiple accounts and determined that frequent claims were made indicating that items were missing from you orders or that your orders were never received although the tracking information indicates they were delivered as addressedOur solutions department has also determined that items were purchased for the purpose of being resold as order #XXXXXXXXXX, which was attempted on 7/26/included a personal message to the recipient advising them of the following:
"hi there, Sorry..I ran out of stockHope you are OK with me ordering from SephoraThanks"
In addition to prohibiting the reselling of Sephora-purchased products, Sephora's Terms & Conditions also state that a client may have only one active account at any timeOf your three Sephora.com accounts we have also noted that through one of them a chargeback was filed with your financial institution for the return of an order that did not contain the items claimed to have been sent
We know that this information may be frustrating and we appreciate your understandingPlease know that the removal of your ability to shop with Sephora.com was a business decision that we did not make lightly and one that we cannot reverse
Should you have further inquiries regarding your account or the information provided within this email, we invite you to contact us by phone at - SEPHORA
Regards,
Sephora Client Service
Initial Consumer Rebuttal /* (3000, 8, 2015/08/25) */
Returned items with shipping label and never got refunded for some items
On 6/22/i returned lbs of merchandise to sephora returns and was never credited for $of items returned
On April Order # XXXXXXXXXX
Purchased Bite lipgloss library sets for total $
it was returned on 6/22/with tracking # XXXX XXXX XXXX XXXX XXXX XX
on April Order# XXXXXXXXXX
Purchased A Fragrance for $
it was returned on 6/22/with tracking # XXXX XXXX XXXX XXXX XXXX XX
Never received credit for those items
On April Order number XXXXXXXXX
was Missing $worth of merchandiseSephora.com never sent and was not credited for
Complained Numerous times but was always i'll get back to you but they never did
missing from that order was
Josie Maran Argan Enlightenment Illuminizing Wand
Item XXXXXXX Size oz $
Item XXXXXXX $
First Aid Beauty Spring Skin Savers Kit
Item XXXXXXX $
Item XXXXXXX $
Sephora.com is trying to tell me that I received these items and I have a witness who was with me when I opened the box and items was missing
SHAME ON SEPHORA.COM
I would like sephora.com to be refunded for my returns and Missing Items
Either Refund my original payment method when I bought those items or Send me a check for my missing items which totals to $
And Sephora.com does not need to worry..after this I am done with them for goodI never expected to be treated this way
I would like sephora.com to be refunded for my returns and Missing Items
Either Refund my original payment method when I bought those items or Send me a check for my missing items which totals to $
And I will not order from them again
Initial Business Response /* (1000, 8, 2015/10/21) */
Dear ***,
We have received your Revdex.com complaint and sincerely apologize for any confusion that may have occurred
We would first like to apologize that the purchased items may have been defectiveWe understand you may not have felt
comfortable returning the items via mail and decided to visit a Sephora inside JCPenney location
We regret that we are unable to process returns to a credit card if the card holder is not presentAdditionally, it is standard procedure for our Sephora inside JCPenney locations to contact our Call Center by phone to verify online returns being made in storeIf an online order is returned in store and the card holder is not present, the amount refunded is placed on a gift card or merchandise gift card, depending on the situationPer your Revdex.com Case Description, the manager issued a JCPenney gift card
Unfortunately, our systems at Sephora.com do not allow us access to JCPenney gift cards or merchandise cards
However, JCPenney gift cards are applicable both inside JCPenney locations and on JCP.comWe invite you to view the Sephora inside JCPenney options available, and have listed the URL below:
http://www.jcpenney.com/beauty/dept.jump?id=deptXXXXXXXXXXX&subcatId=&deptId=dep...⇄ /> For the confusion, we have also added points to your Beauty Bank (these may be redeemed online or in store for both Sephora and Sephora inside JCPenney) and enrolled you (complimentary) in our Flash 2-Day Shipping program which includes:
- Unlimited, FREE 2-Day Shipping
- No minimum purchase required
- Applies to EVERY order for an entire year
- Special overnight rate of $
Thank you,
Beauty Concierge Specialist
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for any confusion
It appears that when ordering the Customizable Set, not enough items were selected, resulting in less items than expected being shipped to youWe apologize for this confusion and invite
you to keep the two polishes you have receivedAdditionally, we have added $*** in online store credit to your account; this will cover the cost of Flash 1-Day Shipping on three ordersAlternatively, you may apply this amount towards your merchandise totalThis store credit never expires and will apply automatically to your next online order
We hope you will choose to shop with Sephora again
Best regards,
Sephora Client Services
Dear Sharon, We have reviewed your Revdex.com complaint and sincerely apologize for this experienceWe understand that this situation is frustrating, however Sephora is unable to override a *** decisionWe encourage you to contact *** directly by phone so that they may continue to resolve this issueIn
regards to the file that is unable to be opened, we suggest trying a different web browser as this may allow the file to be downloaded/opened*** may be able to provide additional solutionsThank you for your patience, Sephora Client Services
Dear ***,
We apologize for any confusion or frustration
Your full refund has been processed back to the original form of payment and should appear on your billing statement shortly
Thank you for your patience,
Sephora Client Services
Dear *** ***,
This experience sounds very frustrating and we are genuinely sorry to hear about your recent store visitWe have shared your feedback directly with the right contacts within our retail division as this appears to be an ongoing issue with a particular store locationPlease allow
a few business days for them to research the matter fully and respond
In the future, 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
Sincerely,
Sephora Client Services
Complaint:***I am rejecting this response because:I have already told one of the customer service person that I used an international card to pay for the orderMy bank could not offer a refund on this kind of issue or let you file a disputeThe bank would not be responsible for the failure of delivery by the merchantMoreover, in a reply to Sephora's email, I had requested a proof of delivery by Sephora, since they claimed that they have "confirmed delivery", but they never provided any proof of deliverySephora just claimed that they "confirmed delivery" of a package that I never receive and wanted me to be responsible for the loss of packageThis absolutely reluctant attitude to deal with a loss package is unacceptable especially to an once loyal customer.Sincerely,*** **