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. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because:
Sephora did nothing to resolve the matter other then send you a generic response. I have tried to reach someone on the phone and you get no where.
Sincerely,[redacted]
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. However, I am disappointed that I could not obtain what I believed I was purchasing and that I also received a semi-custom response with the typical credit given to all complaintants. I also felt Sephora believed they were giving me something by telling me I could keep the polish. I paid for it and the free flash shipping I already receive via subscription each year. I do, nonetheless, consider the matter closed and rectified, I appreciate the Revdex.com's facilitation.Sincerely, [redacted]
Dear Lea,
Thank you for contacting Sephora regarding your experience at our [redacted] location.We appreciate the feedback you have provided about our Custom Makeover. As 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.Thank you again for contacting us.Regards,Sephora Client Services
Initial Business Response /* (1000, 7, 2015/07/23) */
Below is a copy of the email this client was just sent:
Dear [redacted],
Thank you for contacting Sephora.com.
We appreciate that you have brought your follow up concerns to our attention so that we may further research this issue....
As indicated by you in your Revdex.com complaint, we have made the business decision that these orders would neither be refunded nor reshipped to you. The two Beauty Advisors and supervisor with whom you spoke on 5/21/2015 and 5/22/2015 noted that this information was provided to you at that time.
UPS conducted a very thorough investigation into your orders and concluded that each of them was properly delivered as addressed; it is this information on which our decision is based and we are unable to make any exception.
We know that this information may be frustrating and thank you for your understanding.
If we can assist you further, please contact us again by replying to this email or via phone at 1-877-SEPHORA (X-XXX-XXX-XXXX).
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 10, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hiïï��ï��
I appreciate your response. The problem is that UPS did not send the packages to the apartment, just to the ground floor of building, and that's why I lost the packages. In addition, the supervisor advised me to ask refund from credit card company. She stated that would work, but actually did not work.
I used to buy cosmetics and ski cares from Sephora.com, because it was convenient. I even got the VIB rouge for next year. Ironically, the VIB rouge welcome gifts was lost this time too. And currently, I don't dare to shop on Sephora.com, because it's quite dangerous. I hope I can get good solutions from you.
Thanks.
Final Consumer Response /* (2000, 13, 2015/07/29) */
I could accept that Sephora.com just refunded 75% of the missing packages.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. This resolution is disappointing but satisfactory. I will file a negative review of the business for this experience. Sincerely, [redacted]
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.
Initial Business Response /* (1000, 5, 2015/08/14) */
Below is a copy of the email this client was sent on 8/14/2015:
Dear [redacted],
We received the complaint you submitted to the Revdex.com and appreciate that you have brought your concerns to our attention so that we might...
further assist you.
Sephora is committed to offering our valued Beauty Insiders exceptional rewards to thank them for their loyalty and for being part of our community. Yesterday we held an Epic Rewards promotion, and while we have held similar promotions in the past, yesterday's promotion was the largest number of Epic Rewards we have made available to date.
Despite our best efforts to predict the response, demand was overwhelming, resulting in our being out of stock very quickly. We deeply regret this and apologize to our Beauty Insider clients who did not get a chance to participate.
At Sephora our first and foremost priority is to give our clients an exciting and fulfilling shopping experience. Those Beauty Insiders who were unable to get one of our limited quantity Epic Rewards, please email us by Tuesday, August 25, 2015, to [redacted]@sephora.com and include your Beauty Insider account number or email address associated with your account.
Beyond that, please know that we are committed to learning from this experience. Thank you for your ongoing support. We greatly appreciate you.
We look forward to receiving your information and appreciate your patience.
Sephora Client Service
Final Business Response /* (1000, 12, 2015/09/09) */
We received an email from the client at [redacted]@sephora.com with feedback about our recent Epic Rewards promotion. The client's feedback regarding the promotion was forwarded to the appropriate department and the client was offered a $50 one-time promotion code that can be used on a future order prior to 9/30/2015.
We are very sorry to hear that you may not have been able to enroll in our Play! subscription during it's testing period. Good news! Sephora Play! is opening up to our waitlisted clients.
Please reattempt to subscribe to...
Sephora Play! at your earliest convenience. If you encounter any difficulties, please contact our Beauty Advisors by phone at [redacted] so that we may assist you further.
Initial Business Response /* (1000, 5, 2016/01/07) */
Dear [redacted],
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...
[redacted]@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
Dear[redacted], We have reviewed your Revdex.com complaint and sincerely apologize for the delay in shipping your order. Upon review, you have already spoken with a Beauty Advisor and have been assisted with this issue. Best regards, Sephora Client Services
Dear [redacted],
This sounds very frustrating and we are genuinely sorry to hear about your experience with order # [redacted].
Upon review, we can confirm that a refund has now been processed for the merchandise that was included in your package and that this refund in the amount of $118.06 was...
issued to your Master Card ending in [redacted]. We can also see that you recently inquired about how the refund will be received since you had to cancel this credit card due to fraudulent charges. Please know that as long as you still have this account open, the refund will be issued to your new credit card number and no action is needed on your part for this to occur.
For the inconveniences that you have encountered, we have added 500 points to your Beauty Insider Beauty Bank and you now have 1,474 points total. We hope you enjoy redeeming these points with your next purchase and that you will shop with us again in the future to give us the opportunity to show you the type of experience that we strive to offer all of our clients.
Sincerely,
Sephora Client Services
Dear [redacted],
We appreciate the feedback that you have provided us with in regard to your experience at our [redacted] 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 email has been forwarded to the appropriate contact within the Sephora stores organization.
Please keep in mind that all returns in store are made at the store's discretion.
Dear [redacted], We are sorry to hear that you feel we have not assisted you. We have confirmed that the authorization was reversed for the $** charge that was made on your account. Additionally, the $** online store credit that was previously added to your Beauty Insider account remains available to you. Should you have additional concerns, please contact us directly at 1-877-SEPHORA so that we may assist you further. Best regards, Sephora Client Services
Complaint: [redacted]I am rejecting this response because:I appreciate the apology, however the store manager approved 2 concealers to be given as store credit and the store only provided one. Wasted my time coming into the store. Poorly arranged and poor customer service by the store. Receipt available if proof required. Sincerely,[redacted]
We have reviewed your Revdex.com complaint and sincerely apologize for this experience.
In reviewing your correspondence with our Beauty Advisors, it appears that you have been advised via email that we can either refund you for the order or reship your order to an...
alternative address.
Please contact our Beauty Advisors by phone at your earliest convenience so that we may continue to assist you.
Complaint: [redacted]I am rejecting this response because: I have tried to contact Sephora directly regarding this matter on SEVERAL occasions, and they refuse to take into account that I have a disability that makes it physically impossible for me to shop in-store at any Sephora location, hence why I need to be able to make my purchases online. Additionally, I have NOT received ANY "correspondence" from Sephora regarding this matter. I am in the stages of taking this matter to various media outlets, who have pursued interest in running a story on Sephora's discrimination, one of which has been featured on a[redacted] blog located at [redacted] Sephora has 1 week to overturn their decision and make online purchases available to me again, or I will be filing a lawsuit against Sephora.Sincerely,[redacted]
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. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because:
Sephora did nothing to resolve the matter other then send you a generic response. I have tried to reach someone on the phone and you get no where.
Sincerely,[redacted]
Dear [redacted],
We have reviewed your Revdex.com complaint and are very sorry to hear about your experience at our [redacted] location.
We have forwarded this information to the store so that they may assist you further.
Thank you for your patience and understanding,...
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. However, I am disappointed that I could not obtain what I believed I was purchasing and that I also received a semi-custom response with the typical credit given to all complaintants. I also felt Sephora believed they were giving me something by telling me I could keep the polish. I paid for it and the free flash shipping I already receive via subscription each year. I do, nonetheless, consider the matter closed and rectified, I appreciate the Revdex.com's facilitation.Sincerely, [redacted]
Dear **,
We sincerely apologize for any inconvenience, however we are unable to generate an individual discount code.
We invite you to call us if you would still like to place your order with us.
Thank you,
Sephora Client Services
Dear Lea,
Thank you for contacting Sephora regarding your experience at our [redacted] location.We appreciate the feedback you have provided about our Custom Makeover. As 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.Thank you again for contacting us.Regards,Sephora Client Services
Initial Business Response /* (1000, 7, 2015/07/23) */
Below is a copy of the email this client was just sent:
Dear [redacted],
Thank you for contacting Sephora.com.
We appreciate that you have brought your follow up concerns to our attention so that we may further research this issue....
As indicated by you in your Revdex.com complaint, we have made the business decision that these orders would neither be refunded nor reshipped to you. The two Beauty Advisors and supervisor with whom you spoke on 5/21/2015 and 5/22/2015 noted that this information was provided to you at that time.
UPS conducted a very thorough investigation into your orders and concluded that each of them was properly delivered as addressed; it is this information on which our decision is based and we are unable to make any exception.
We know that this information may be frustrating and thank you for your understanding.
If we can assist you further, please contact us again by replying to this email or via phone at 1-877-SEPHORA (X-XXX-XXX-XXXX).
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 10, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hiïï��ï��
I appreciate your response. The problem is that UPS did not send the packages to the apartment, just to the ground floor of building, and that's why I lost the packages. In addition, the supervisor advised me to ask refund from credit card company. She stated that would work, but actually did not work.
I used to buy cosmetics and ski cares from Sephora.com, because it was convenient. I even got the VIB rouge for next year. Ironically, the VIB rouge welcome gifts was lost this time too. And currently, I don't dare to shop on Sephora.com, because it's quite dangerous. I hope I can get good solutions from you.
Thanks.
Final Consumer Response /* (2000, 13, 2015/07/29) */
I could accept that Sephora.com just refunded 75% of the missing packages.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. This resolution is disappointing but satisfactory. I will file a negative review of the business for this experience. Sincerely, [redacted]
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.
Initial Business Response /* (1000, 5, 2015/08/14) */
Below is a copy of the email this client was sent on 8/14/2015:
Dear [redacted],
We received the complaint you submitted to the Revdex.com and appreciate that you have brought your concerns to our attention so that we might...
further assist you.
Sephora is committed to offering our valued Beauty Insiders exceptional rewards to thank them for their loyalty and for being part of our community. Yesterday we held an Epic Rewards promotion, and while we have held similar promotions in the past, yesterday's promotion was the largest number of Epic Rewards we have made available to date.
Despite our best efforts to predict the response, demand was overwhelming, resulting in our being out of stock very quickly. We deeply regret this and apologize to our Beauty Insider clients who did not get a chance to participate.
At Sephora our first and foremost priority is to give our clients an exciting and fulfilling shopping experience. Those Beauty Insiders who were unable to get one of our limited quantity Epic Rewards, please email us by Tuesday, August 25, 2015, to [redacted]@sephora.com and include your Beauty Insider account number or email address associated with your account.
Beyond that, please know that we are committed to learning from this experience. Thank you for your ongoing support. We greatly appreciate you.
We look forward to receiving your information and appreciate your patience.
Sephora Client Service
Final Business Response /* (1000, 12, 2015/09/09) */
We received an email from the client at [redacted]@sephora.com with feedback about our recent Epic Rewards promotion. The client's feedback regarding the promotion was forwarded to the appropriate department and the client was offered a $50 one-time promotion code that can be used on a future order prior to 9/30/2015.
Dear R[redacted],
Thank you for contacting Sephora.
We are very sorry to hear that you may not have been able to enroll in our Play! subscription during it's testing period. Good news! Sephora Play! is opening up to our waitlisted clients.
Please reattempt to subscribe to...
Sephora Play! at your earliest convenience. If you encounter any difficulties, please contact our Beauty Advisors by phone at [redacted] so that we may assist you further.
Thank you for your patience,
Sephora Client Services
Initial Business Response /* (1000, 5, 2016/01/07) */
Dear [redacted],
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...
[redacted]@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
Dear[redacted], We have reviewed your Revdex.com complaint and sincerely apologize for the delay in shipping your order. Upon review, you have already spoken with a Beauty Advisor and have been assisted with this issue. Best regards, Sephora Client Services
Dear [redacted],
This sounds very frustrating and we are genuinely sorry to hear about your experience with order # [redacted].
Upon review, we can confirm that a refund has now been processed for the merchandise that was included in your package and that this refund in the amount of $118.06 was...
issued to your Master Card ending in [redacted]. We can also see that you recently inquired about how the refund will be received since you had to cancel this credit card due to fraudulent charges. Please know that as long as you still have this account open, the refund will be issued to your new credit card number and no action is needed on your part for this to occur.
For the inconveniences that you have encountered, we have added 500 points to your Beauty Insider Beauty Bank and you now have 1,474 points total. We hope you enjoy redeeming these points with your next purchase and that you will shop with us again in the future to give us the opportunity to show you the type of experience that we strive to offer all of our clients.
Sincerely,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because: nothing was done Sincerely,[redacted]
Dear [redacted],
We appreciate the feedback that you have provided us with in regard to your experience at our [redacted] 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 email has been forwarded to the appropriate contact within the Sephora stores organization.
Please keep in mind that all returns in store are made at the store's discretion.
Thank you,
Sephora Client Services
Dear [redacted], We are sorry to hear that you feel we have not assisted you. We have confirmed that the authorization was reversed for the $** charge that was made on your account. Additionally, the $** online store credit that was previously added to your Beauty Insider account remains available to you. Should you have additional concerns, please contact us directly at 1-877-SEPHORA so that we may assist you further. Best regards, Sephora Client Services
Complaint: [redacted]I am rejecting this response because:I appreciate the apology, however the store manager approved 2 concealers to be given as store credit and the store only provided one. Wasted my time coming into the store. Poorly arranged and poor customer service by the store. Receipt available if proof required. Sincerely,[redacted]
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for this experience.
In reviewing your correspondence with our Beauty Advisors, it appears that you have been advised via email that we can either refund you for the order or reship your order to an...
alternative address.
Please contact our Beauty Advisors by phone at your earliest convenience so that we may continue to assist you.
Best regards,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because: I have tried to contact Sephora directly regarding this matter on SEVERAL occasions, and they refuse to take into account that I have a disability that makes it physically impossible for me to shop in-store at any Sephora location, hence why I need to be able to make my purchases online. Additionally, I have NOT received ANY "correspondence" from Sephora regarding this matter. I am in the stages of taking this matter to various media outlets, who have pursued interest in running a story on Sephora's discrimination, one of which has been featured on a[redacted] blog located at [redacted] Sephora has 1 week to overturn their decision and make online purchases available to me again, or I will be filing a lawsuit against Sephora.Sincerely,[redacted]