Dear [redacted],
We have reviewed your Revdex.com complaint and apologize for any confusion.
In reviewing your account, it appears only one order attempt was made on your account this year. The order was unable to be processed as the billing information entered did not match the information on file with...
your financial institution.
For your security over the internet, Sephora.com verifies your address against the one that your bank has on file. It appears that your bank has an address that differs from the one entered during checkout. You may want to call your bank to find out if they have the most updated information. Also, you can try a previous address that your bank may currently have on file.
If you suspect an address error, it is best to contact your bank prior to making multiple attempts as a limited number of order attempts can be made each day.
We invite you to contact our Beauty Advisors by phone at 1-877-SEPHORA (737-4672) so that we may assist you in placing an order.
Best regards,
Sephora Client Services
Dear Brianne,
We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience.
It appears that your refund was successfully processed. Additionally, our Beauty Advisors have added 250 points to your Beauty Bank (the equivalent of having spend $250 with Sephora) as well as...
C$[redacted] in online store credit to cover the cost of shipping on a future order, for the inconvenience.
We have added an additional 250 points to your Beauty Bank for the experience, for a total of 500 points.
We thank you for your patience.
Best regards,
Sephora Client Services
Dear Ms. Davison,
This sounds frustrating and we’re sorry to hear about your experience with the Sephora Favorites Perfume Travel Sampler.
We apologize that the Sampler you received was missing the scent certificate voucher and for any inconvenience this may have caused. Please know that because...
the purchase of this item could not be verified within our online ordering system or store transaction system, our Customer Service Team was unable to provide a replacement. As detailed within our return policy, proof of purchase is required when a replacement or refund is sought.
As a courtesy, we have issued $35.95 in online store credit to your Sephora.com account so that you are able to order the travel sized fragrance of your choice with complimentary shipping. This amount never expires and will automatically apply to your next online order, no matter which items are included.
We hope this helps to clarify and that you will shop with us again in the future to give us the opportunity to show you the kind of experience that we strive to provide to all of our valued clients.
Sincerely,
Sephora Client Services
We have reviewed your Revdex.com complaint and sincerely apologize for any confusion.
We are deeply sorry to hear about your allergic reaction to the Sephora Collection Lipstick. We encourage you to seek the professional assistance of a dermatologist who can help identify...
to which products/ingredients you may be allergic.
Generally speaking, Sephora is not liable for any allergic reactions caused by products tried through our stores. No product is ever created with the intention of causing an allergic response and because there is no way to know to which products a client might react, it is at one’s own risk when a product is tried.
The online store credit issued to you in the amount of $[redacted] will never expire, and will automatically apply to your next online order. We regret that this online store credit may not be redeemed in store.
Initial Business Response /* (1000, 5, 2015/12/17) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the error made in replacing your original order.
We have replaced the $5.95 in store credit to your account. This store credit never expires and will...
automatically apply to your next online order.
The 20% you would have saved ($13.60) has also been added to your account in the form of online store credit as there was no credit card saved to your account.
Again, we are very sorry 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.
It appears you have already spoken by phone and email to several representatives, who have processed your refund. This amount will appear shortly, and we appreciate your patience in this matter.
Going forward, please keep in mind that orders...
must be placed by 12pm ET to start processing on the same day. Our processing time for orders is 1-2 business days, and for standard orders, your total order delivery time will take between 2-4 business days, depending on the method of shipment and final delivery destination.
Your recent order was placed after the cutoff time on 11/23/[redacted] and confirmed delivered by [redacted] 11/30/[redacted], and was within our standard timeframe for processing and delivery. If the package was not delivered, please let us know so that we may have [redacted] further research the location of your package.
Thank you,
Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me But I hope that business accepts my other card under the only name [redacted] too, as I need to use 2 cards for my orders.
For the moment, I'm still using the old card and that's why orders could be placed.Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/08/21) */
Below is a copy of the email this client was provided on 8/21/2015:
Dear [redacted],
We received the complaint you submitted to the Revdex.com and appreciate that you have brought your continued concerns to our attention so that we...
could research the information further.
Per the dispute with your financial institution we know that you were refunded your total order cost of $162.69. We would also like you to know that we have placed an online store credit of $50.00 into your VIB Rouge account. This store credit will never expire and will be automatically applied to your next Sephora.com order.
It appears that the issue stems from our not having completed your refund for order #XXXXXXXXXX on 6/16/2015 when you provided the tracking number which showed the return and receipt of your items to our Utah distribution center on 5/11/2015.
When a transactional dispute is filled with a client's financial institution our systems automatically flag the account and revoke ordering privileges. In the case of your account however, this should never have occurred as you had already provided the tracking number to Sephora. The error has been corrected and you are one again invited to shop with Sephora.com.
We are truly sorry for the inconvenience this has caused and hope you will shop with us again soon so that we can provide you the service we know you deserve.
Thank you kindly for your patience,
Sephora Client Service
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear [redacted],
Thank you for contacting Sephora regarding your credit card authorization.
We apologize for any confusion with the multiple authorizations you are viewing. It seems that the payments failed because we were unable to verify the payment information provided.
We have already...
electronically notified your financial institution to reverse the charges. You will not be charged for these attempts. Please contact them directly for further information regarding when the funds will be made available.
We understand this may be frustrating and appreciate your patience.
Regards,
Sephora Client Services
Dear [redacted], We sincerely apologize you feel we did not answer any questions you may have posed. Please restate your question so that we may assist you further. Thank you, Sephora Client Services
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulties you have experienced with your return.
In researching your order, it appears the refund in the amount of $** was processed to your [redacted] ending in[redacted] on [redacted] 7, [redacted] This...
transaction should appear on your billing statement at this time.
Thank you for your patience, we hope you will choose to shop with us again in future.
Complaint: [redacted]I am rejecting this response because: that is not correct. I returned all of the items exactly as they were sent to me. I opened several of the items and they were exactly what they were supposed to be. So for those items, I can 100% confirm they were sent back correctly, exactly as they were sent to me. For the other items, which you have yet to detail which they are, obviously I cannot comment on their contents since I didn't open them, but if they are incorrect items then that is not my error or issue as I sent back exactly what was sent to me. I find it hard to believe that this was only brought to my attention after I reached out to Sephora for an update on my refund. Originally I was told a refund had been issued and was given a date and authorization number. Then I was told that the items were not correct and a refund couldn't be issued. So, you lied a refund hadn't been issued? Curious that there was an authorization number and a date and the refund was for the exact amount it should have been. I am at a loss as to why I wasn't contacted once the return had been received and told of any issued regarding it or why it wasn't sent back to me with a note about the items. There was no mention to me of this until after I had reached out several times to find out about the refund. At this point, you have stolen my money and have the "wrong items" I returned. I also have yet to see proof of all these "wrong items" that were returned. I don't think I would be going to the trouble of contacting the Revdex.com and disputing the charge if I had sent back wrong items.
Sincerely,[redacted]
Thank you for contacting Sephora in regards to your returned order #[redacted].
In reviewing the information provided by our Distribution Center, we received 10 items in your return shipment. The items inside the boxes were not the originally shipped items, and different from the items indicated on the return slip.
We regret that we will not be able to process a refund for this order. Please contact your Financial Institution for your next steps.
We have reviewed your Revdex.com complaint and are very sorry to hear about your recent experience.
We appreciate the feedback that you have provided us with in regard to your experience at our Sephora store. As a company we strive to provide our clients with the best...
service and we are sorry to hear about your experience.
Your feedback has been forwarded to the appropriate contact within the Sephora stores organization. They will do their best to address your concerns and will respond accordingly. Please allow 5-7 business days for a response so that the matter can be fully researched.
Initial Business Response /* (1000, 5, 2016/01/22) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty you have experienced with your order.
After researching your account, we have verified the errors that took place when your refund was processed....
Rest assured, the full amount of $79.92 has been refunded to your Master Card ending in [redacted]. Please allow 1-7 business days for this transaction to appear in your billing statement.
As an apology, we have added 500 points to your Beauty Bank. These points never expire and may be redeemed online or in store with a future purchase.
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 [redacted],
We are genuinely sorry to hear that you did not receive your order #[redacted] and we have now refunded you in full for it. A refund of $[redacted] has been issued to your [redacted] account. Please keep in mind that it may take approximately 3-10 business days to reflect this transaction....
When an item is refunded from an order where a Sephora Gift Card was used as a form of payment, these refunds are credited as online store credit. Thus, an online store credit of $[redacted] has been issued to your online account. The store credit does not expire and will automatically apply to your next Sephora.com order. Please also note that in the future, should you have another order issue, contacting our Client Services department will result in a much more prompt resolution. To do so, please call 1-877-SEPHORA (1-877-737-4672). We appreciate your understanding.
Sincerely,
Sephora Client Services
We have reviewed your Revdex.com complaint and sincerely apologize for the experience with your recent order.
It appears your order was shipped and successfully delivered. At this time, we have also registered a return for your order, which will be refunded to you via...
[redacted].
The processing time for refunds via [redacted] is slightly more delayed than regular returns. Please contact [redacted] for additional information regarding this refund.
Dear [redacted],
This sounds frustrating and we’re genuinely sorry to hear that order [redacted] containing complimentary deluxe samples for your mother was cancelled.
Upon review, we can see that our Social Media Moderators assisted with re-sending these samples free of charge in new...
order [redacted] on Thursday, January 11th. Per UPS tracking information, this package was delivered on Wednesday, January 17th and we hope she has enjoyed trying out these new products.
Along with these samples, $20 in online store credit was added to both your account and your mother’s account for the inconveniences that you had encountered. We can see that both amounts are still available and will be automatically applied to your next online orders, no promotion code required.
Additionally, please know that we have shared your experience with our distribution center team and they are actively exploring permanent solutions to avoid sample cancellations like this in the future. While it may take some time to fully implement these changes, innovations and enhancements to our sampling process are coming.
We thank you for being a loyal Sephora client and hope that you will shop with us again in the future to give us the opportunity to show you the kind of experience that we strive to offer all of our clients.
Sincerely,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because:
Sephora has offered no way to resolve my complaint. I still find it disturbing that refund decisions are ultimately not up to their own staff and that they rely completely on this third party to process returns. I am still requesting either an exchange or merchandise credit as a final resolution. Sincerely,[redacted]
Dear [redacted], We have reviewed your Revdex.com complaint and are very sorry about this experience. It appears you have already spoken with a representative in regards to this order. We know this was a frustrating experience and apologize that the reward you had selected went out of stock before your...
order was shipped. As 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 order. Thank you for your patience and understanding, Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and apologize for any confusion.
In reviewing your account, it appears only one order attempt was made on your account this year. The order was unable to be processed as the billing information entered did not match the information on file with...
your financial institution.
For your security over the internet, Sephora.com verifies your address against the one that your bank has on file. It appears that your bank has an address that differs from the one entered during checkout. You may want to call your bank to find out if they have the most updated information. Also, you can try a previous address that your bank may currently have on file.
If you suspect an address error, it is best to contact your bank prior to making multiple attempts as a limited number of order attempts can be made each day.
We invite you to contact our Beauty Advisors by phone at 1-877-SEPHORA (737-4672) so that we may assist you in placing an order.
Best regards,
Sephora Client Services
Dear Brianne,
We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience.
It appears that your refund was successfully processed. Additionally, our Beauty Advisors have added 250 points to your Beauty Bank (the equivalent of having spend $250 with Sephora) as well as...
C$[redacted] in online store credit to cover the cost of shipping on a future order, for the inconvenience.
We have added an additional 250 points to your Beauty Bank for the experience, for a total of 500 points.
We thank you for your patience.
Best regards,
Sephora Client Services
Dear Ms. Davison,
This sounds frustrating and we’re sorry to hear about your experience with the Sephora Favorites Perfume Travel Sampler.
We apologize that the Sampler you received was missing the scent certificate voucher and for any inconvenience this may have caused. Please know that because...
the purchase of this item could not be verified within our online ordering system or store transaction system, our Customer Service Team was unable to provide a replacement. As detailed within our return policy, proof of purchase is required when a replacement or refund is sought.
As a courtesy, we have issued $35.95 in online store credit to your Sephora.com account so that you are able to order the travel sized fragrance of your choice with complimentary shipping. This amount never expires and will automatically apply to your next online order, no matter which items are included.
We hope this helps to clarify and that you will shop with us again in the future to give us the opportunity to show you the kind of experience that we strive to provide to all of our valued clients.
Sincerely,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because: they were rude and did not help
Sincerely,[redacted]
Dear[redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for any confusion.
We are deeply sorry to hear about your allergic reaction to the Sephora Collection Lipstick. We encourage you to seek the professional assistance of a dermatologist who can help identify...
to which products/ingredients you may be allergic.
Generally speaking, Sephora is not liable for any allergic reactions caused by products tried through our stores. No product is ever created with the intention of causing an allergic response and because there is no way to know to which products a client might react, it is at one’s own risk when a product is tried.
The online store credit issued to you in the amount of $[redacted] will never expire, and will automatically apply to your next online order. We regret that this online store credit may not be redeemed in store.
Thank you for your patience and understanding.
Best regards,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/12/17) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the error made in replacing your original order.
We have replaced the $5.95 in store credit to your account. This store credit never expires and will...
automatically apply to your next online order.
The 20% you would have saved ($13.60) has also been added to your account in the form of online store credit as there was no credit card saved to your account.
Again, we are very sorry 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.
It appears you have already spoken by phone and email to several representatives, who have processed your refund. This amount will appear shortly, and we appreciate your patience in this matter.
Going forward, please keep in mind that orders...
must be placed by 12pm ET to start processing on the same day. Our processing time for orders is 1-2 business days, and for standard orders, your total order delivery time will take between 2-4 business days, depending on the method of shipment and final delivery destination.
Your recent order was placed after the cutoff time on 11/23/[redacted] and confirmed delivered by [redacted] 11/30/[redacted], and was within our standard timeframe for processing and delivery. If the package was not delivered, please let us know so that we may have [redacted] further research the location of your package.
Thank you,
Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me But I hope that business accepts my other card under the only name [redacted] too, as I need to use 2 cards for my orders.
For the moment, I'm still using the old card and that's why orders could be placed.Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/08/21) */
Below is a copy of the email this client was provided on 8/21/2015:
Dear [redacted],
We received the complaint you submitted to the Revdex.com and appreciate that you have brought your continued concerns to our attention so that we...
could research the information further.
Per the dispute with your financial institution we know that you were refunded your total order cost of $162.69. We would also like you to know that we have placed an online store credit of $50.00 into your VIB Rouge account. This store credit will never expire and will be automatically applied to your next Sephora.com order.
It appears that the issue stems from our not having completed your refund for order #XXXXXXXXXX on 6/16/2015 when you provided the tracking number which showed the return and receipt of your items to our Utah distribution center on 5/11/2015.
When a transactional dispute is filled with a client's financial institution our systems automatically flag the account and revoke ordering privileges. In the case of your account however, this should never have occurred as you had already provided the tracking number to Sephora. The error has been corrected and you are one again invited to shop with Sephora.com.
We are truly sorry for the inconvenience this has caused and hope you will shop with us again soon so that we can provide you the service we know you deserve.
Thank you kindly for your patience,
Sephora Client Service
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear [redacted],
Thank you for contacting Sephora regarding your credit card authorization.
We apologize for any confusion with the multiple authorizations you are viewing. It seems that the payments failed because we were unable to verify the payment information provided.
We have already...
electronically notified your financial institution to reverse the charges. You will not be charged for these attempts. Please contact them directly for further information regarding when the funds will be made available.
We understand this may be frustrating and appreciate your patience.
Regards,
Sephora Client Services
Dear [redacted], We sincerely apologize you feel we did not answer any questions you may have posed. Please restate your question so that we may assist you further. Thank you, Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulties you have experienced with your return.
In researching your order, it appears the refund in the amount of $** was processed to your [redacted] ending in[redacted] on [redacted] 7, [redacted] This...
transaction should appear on your billing statement at this time.
Thank you for your patience, we hope you will choose to shop with us again in future.
Best regards,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because: that is not correct. I returned all of the items exactly as they were sent to me. I opened several of the items and they were exactly what they were supposed to be. So for those items, I can 100% confirm they were sent back correctly, exactly as they were sent to me. For the other items, which you have yet to detail which they are, obviously I cannot comment on their contents since I didn't open them, but if they are incorrect items then that is not my error or issue as I sent back exactly what was sent to me. I find it hard to believe that this was only brought to my attention after I reached out to Sephora for an update on my refund. Originally I was told a refund had been issued and was given a date and authorization number. Then I was told that the items were not correct and a refund couldn't be issued. So, you lied a refund hadn't been issued? Curious that there was an authorization number and a date and the refund was for the exact amount it should have been. I am at a loss as to why I wasn't contacted once the return had been received and told of any issued regarding it or why it wasn't sent back to me with a note about the items. There was no mention to me of this until after I had reached out several times to find out about the refund. At this point, you have stolen my money and have the "wrong items" I returned. I also have yet to see proof of all these "wrong items" that were returned. I don't think I would be going to the trouble of contacting the Revdex.com and disputing the charge if I had sent back wrong items.
Sincerely,[redacted]
Thank you for contacting Sephora in regards to your returned order #[redacted].
In reviewing the information provided by our Distribution Center, we received 10 items in your return shipment. The items inside the boxes were not the originally shipped items, and different from the items indicated on the return slip.
We regret that we will not be able to process a refund for this order. Please contact your Financial Institution for your next steps.
Dear [redacted],
We have reviewed your Revdex.com complaint and are very sorry to hear about your recent experience.
We appreciate the feedback that you have provided us with in regard to your experience at our Sephora store. As a company we strive to provide our clients with the best...
service and we are sorry to hear about your experience.
Your feedback has been forwarded to the appropriate contact within the Sephora stores organization. They will do their best to address your concerns and will respond accordingly. Please allow 5-7 business days for a response so that the matter can be fully researched.
Best regards,
Sephora Client Services
Initial Business Response /* (1000, 5, 2016/01/22) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty you have experienced with your order.
After researching your account, we have verified the errors that took place when your refund was processed....
Rest assured, the full amount of $79.92 has been refunded to your Master Card ending in [redacted]. Please allow 1-7 business days for this transaction to appear in your billing statement.
As an apology, we have added 500 points to your Beauty Bank. These points never expire and may be redeemed online or in store with a future purchase.
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 [redacted],
We are genuinely sorry to hear that you did not receive your order #[redacted] and we have now refunded you in full for it. A refund of $[redacted] has been issued to your [redacted] account. Please keep in mind that it may take approximately 3-10 business days to reflect this transaction....
When an item is refunded from an order where a Sephora Gift Card was used as a form of payment, these refunds are credited as online store credit. Thus, an online store credit of $[redacted] has been issued to your online account. The store credit does not expire and will automatically apply to your next Sephora.com order. Please also note that in the future, should you have another order issue, contacting our Client Services department will result in a much more prompt resolution. To do so, please call 1-877-SEPHORA (1-877-737-4672). We appreciate your understanding.
Sincerely,
Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the experience with your recent order.
It appears your order was shipped and successfully delivered. At this time, we have also registered a return for your order, which will be refunded to you via...
[redacted].
The processing time for refunds via [redacted] is slightly more delayed than regular returns. Please contact [redacted] for additional information regarding this refund.
Best wishes,
Sephora Client Services
Dear [redacted],
This sounds frustrating and we’re genuinely sorry to hear that order [redacted] containing complimentary deluxe samples for your mother was cancelled.
Upon review, we can see that our Social Media Moderators assisted with re-sending these samples free of charge in new...
order [redacted] on Thursday, January 11th. Per UPS tracking information, this package was delivered on Wednesday, January 17th and we hope she has enjoyed trying out these new products.
Along with these samples, $20 in online store credit was added to both your account and your mother’s account for the inconveniences that you had encountered. We can see that both amounts are still available and will be automatically applied to your next online orders, no promotion code required.
Additionally, please know that we have shared your experience with our distribution center team and they are actively exploring permanent solutions to avoid sample cancellations like this in the future. While it may take some time to fully implement these changes, innovations and enhancements to our sampling process are coming.
We thank you for being a loyal Sephora client and hope that you will shop with us again in the future to give us the opportunity to show you the kind of experience that we strive to offer all of our clients.
Sincerely,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because:
Sephora has offered no way to resolve my complaint. I still find it disturbing that refund decisions are ultimately not up to their own staff and that they rely completely on this third party to process returns. I am still requesting either an exchange or merchandise credit as a final resolution. Sincerely,[redacted]
Dear [redacted], We have reviewed your Revdex.com complaint and are very sorry about this experience. It appears you have already spoken with a representative in regards to this order. We know this was a frustrating experience and apologize that the reward you had selected went out of stock before your...
order was shipped. As 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 order. Thank you for your patience and understanding, Sephora Client Services