We fully understand your frustration and would like to reassure you we have reached out to our Mobile App team in regards to this issue.
We have added the $** online store credit to your Beauty Insider account. This credit never expires and will automatically apply to your next online order.
We hope you will shop with Sephora again, and thank you for your patience.
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for this experience.
At this time we are only able to handle complaints for U.S. and Canada experiences. We apologize for any inconvenience this may have caused. We invite you to contact the International store...
directly which can be found using the International store directory: http://www.sephora.com/international-locations?mediaId=16500090. If we can assist you further please contact us directly at 1-877-SEPHORA (1-877-737-4672).Sincerely,Sephora Client Services
Initial Business Response /* (1000, 5, 2015/12/04) */
Dear [redacted],
Upon review, we have already assisted you in regards to the Velour Lashes.
For more information, please review our response on your original Revdex.com complaint.
Thank you,
Sephora Client Services
Initial Consumer...
Rebuttal /* (2000, 7, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear [redacted],
We are very sorry for your recent experiences with our Beauty Bazaar.
As this revamped Beauty Bazaar is still new, we are working on incorporating our client's feedback.
We thank you for your feedback, as well as your patience and understanding.
Best regards,
Sephora Client Services
Initial Business Response /* (1000, 5, 2016/01/18) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the error with your Gift Card purchase.
We would like to reimburse you for the amount of $50. Please email [redacted]@sephora.com with your preferred...
contact times so that we may verify information and process your refund.
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 have reviewed your Revdex.com complaint and sincerely apologize for your recent experience.
In speaking with our solutions department, we have ensured that this issue has now been resolved. We recommend contacting your Financial Institution for additional details.
We hope you will...
choose to shop with Sephora in future.
Regards,
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, it is extremely poor customer service on the part of Sephora that it took constant phone calls, emails, filing a dispute with my credit card company and a complaint to the Revdex.com to get my refund and that still took almost a month. I have been a loyal customer of Sephora for years, but sadly I will think long and hard before I make an order from them again and will most likely look elsewhere for my products from now on just to avoid a situation like this again in the future.Sincerely, [redacted]
Dear [redacted],
We have reviewed your Revdex.com complaint.
In reviewing your account, it appears that our Solutions Department has been in contact with you and has advised that without additional information in regards to your Chargeback, any orders placed online will not be approved.
We invite you...
to shop in store to enjoy the products available within your local Sephora.
Thank you,
Sephora Client ServicesTell us why here...
Initial Business Response /* (1000, 5, 2015/11/17) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize you have experienced difficulty with OnTrac.
We regret that our systems to do not allow us to guarantee delivery through UPS or OnTrac, however we are happy to...
present an alternative solution.
Sephora offers shipping through USPS - orders shipped with the Postal Service and will arrive within 3 to 6 business days from the day they are placed. This includes a processing period of 1-2 business days. As a Rouge client, your orders ship free and selecting USPS will not incur additional shipping charges. Please keep in mind however that when shipping through USPS, we are unable to reroute an order once it has shipped.
If you would not like to use USPS as your preferred shipping method and your order ships with OnTrac, our agents are always happy to contact OnTrac to request that a signature be required for delivery. Please keep in mind however that this is a request and will be at the driver's discretion.
We understand this situation has been frustrating and have added 500 points to your Beauty Bank for the 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.
Best,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason why I cannot accept this offer is because with the replacement package I did call back in to Sephora to express my concerns regarding using Ontrac to deliver the package again. Your representative then contacted them and they were able to offer as you suggested a signature required for delivery. I agreed to this. My package pee your website was supposed to be out for delivery on 11/17/15 instead it was out for delivery on 11/16/15 at 7:22 am. At approximately 6:30 pm I called Ontrac to see if was typical for packages to be out for delivery for 12+ hours. They said no and that the package was "probably back at the warehouse" as they do not have drivers in shift that long. I asked why it does not say back at the warehouse online and they stated that someome has not gotten around to scanning the package back in. I was not satisfied with this answer so I immediately called Sephora. They stated that because of the hour and drivers no longer being on the clock there was nothing I could do and "to give it 24 hours"??? Thus was approximately at 6:45ish pm. I then check the on Trac website again around 8:00 to see if they had undated any info to see that they have delivered my package at 6:50 at the "FRONT DOOR" but wait I though my package was upgraded to signature required. When I called my mother to check to see if the package had arrived because I had to delivered it to her house since they failed to deliver the original package to my home. She said no as she just came in from work and they was no package. I asked her to send my nephew out side to check again. He went out side where coincidentally the drive had just pulled up. The driven then proceeds to hand my nephew the package and drives off. No signature no nothing. No even checking thag he truly lives there. So how is this option feasible Sephora when according onTrac they delivered an hour earlier to the "front door" per their website with no signature. I believe this is completely unacceptable for me be oj ng a VIB Rouge member. For me being someone that has shopped with your company at 7 times both in store and online with the last 90 days.
Final Business Response /* (4000, 9, 2015/11/24) */
Dear [redacted],
We are very sorry to hear about your recent experience with OnTrac.
Unfortunately, our agents can only request that a signature be required. The actual delivery methods are at the discretion of the driver.
We are happy to forward your feedback to OnTrac for you. However, we are unable to change their policies. If you wish to pursue the matter in regards to how the package was delivered, we recommend reaching out to Ontrac directly.
Again, we are truly sorry that your recent shopping experience with Sephora was less than ideal and we hope that we will be able to better assist you going forward.
Best wishes,
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. Sincerely, [redacted]
Dear [redacted], Thank you for your patience. We are sorry to hear that you feel the addition of $[redacted] is unsatisfactory. As an additional apology, we have added 250 points to your Beauty Bank. These points never expire, and may be redeemed for items from our Rewards Bazaar.Your online store credit balance of $[redacted] will never expire, and may be applied to any order placed on Sephora.com. Best regards, Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and are sorry to hear about your recent experience returning items. We are unable to provide any information as it pertains to denied return transactions. TRE (The Retail Equation) will be able to provide you with your Return Activity Report...
(RAR). You could also redeem your online report, by visiting the following site:https://RAR.TheRetailEquation.com. Once you receive this report there is a process to dispute the accuracy or completeness of any information contained in the RAR report. If a dispute is filed you will receive a notification of what decision was made.Regards,Sephora Client Services
We have reviewed your Revdex.com complaint and sincerely apologize for this inconvenience.
Generally speaking, the Sephora Gift Card should be treated as cash and cannot be replaced if lost, stolen, or used without authorization. However, we would like to research your Gift...
Card for you further.
To further assist you, please provide additional information about the purchase of the Gift Card (eg proof of purchase) to [email protected] .
To clarify, any order placed is subject to review and possible cancellation. Generally speaking, we will not ship to a non-residential address to protect our clients. A place of work may be approved as a shipping address, however Sephora will not ship to places such as hotels.
Initial Business Response /* (1000, 7, 2016/04/04) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulties you have encountered with your recent order.
On occasion, third party sites sometimes feature promotional codes that are not official Sephora...
promotions. We thank you for bringing this code to our attention so that other clients may avoid having this experience.
We fully understand how frustrating and confusing this experience may have been and have added $17.85 to your account in the form of online store credit for the inconvenience. This amount is the equivalent to 3 standard shipping charges. The credit will never expire, and if you should choose, may apply to your order total instead of towards shipping charges.
In future, we recommend using Sephora.com for locating official promotions.
Thank you for your patience and understanding. We hope that you will choose to visit Sephora again.
Best,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 9, 2016/04/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate this gesture on behalf of the company. I would definitely suggest that they address the level of service offered by the representative I spoke to in the phone in addition to the algorithms on the website that whas old allow the code to process.
Thank you again.
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]
We have reviewed your Revdex.com complaint and sincerely apologize for any confusion.
It appears that your order #[redacted], attempted [redacted], was cancelled. Sephora only charges a form of payment once an order has been confirmed shipped. As your order was unable to ship,...
any pending transactions were temporary.
If you would like Sephora to research this further, please email any screenshots/correspondence to [email protected] so that our Beauty Concierge Team may further investigate why you may still be seeing a pending authorization.
While we have partnered with our Distribution Center to ensure all orders placed on your account were properly packaged and inspected to ensure all items arrive in great condition and are included, it looks like we are unable...
to provide you with the best service we hope to provide all our valued clients.
We have confirmed with our team that as a final courtesy, any remaining online store credit was mailed to your address in [redacted].
To ensure that you are fully satisfied with the vast amount of products that Sephora has to offer, we are asking you to visit any Sephora store location for all your future purchases. We have more than 250 store locations in the U.S. and Canada. There are Cast Members at each store location who are available to assist you in choosing the products that best fit your needs.
We have copied the link to our Store Locator so you may see which Sephora stores are within reach:
http://www.sephora.com/store-locations-events?mediaId=16400021
Dear [redacted],
We fully understand your frustration and would like to reassure you we have reached out to our Mobile App team in regards to this issue.
We have added the $** online store credit to your Beauty Insider account. This credit never expires and will automatically apply to your next online order.
We hope you will shop with Sephora again, and thank you for your patience.
Regards,
Sephora Client Services
Dear [redacted],
We regret that there was no information provided in your response via the Revdex.com.
We invite you to contact our Beauty Advisors directly at 1-877-SEPHORA (7374672) so that we may assist you.
Best regards,
Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for this experience.
At this time we are only able to handle complaints for U.S. and Canada experiences. We apologize for any inconvenience this may have caused. We invite you to contact the International store...
directly which can be found using the International store directory: http://www.sephora.com/international-locations?mediaId=16500090. If we can assist you further please contact us directly at 1-877-SEPHORA (1-877-737-4672).Sincerely,Sephora Client Services
Initial Business Response /* (1000, 5, 2015/12/04) */
Dear [redacted],
Upon review, we have already assisted you in regards to the Velour Lashes.
For more information, please review our response on your original Revdex.com complaint.
Thank you,
Sephora Client Services
Initial Consumer...
Rebuttal /* (2000, 7, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear [redacted],
We are very sorry for your recent experiences with our Beauty Bazaar.
As this revamped Beauty Bazaar is still new, we are working on incorporating our client's feedback.
We thank you for your feedback, as well as your patience and understanding.
Best regards,
Sephora Client Services
Initial Business Response /* (1000, 5, 2016/01/18) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the error with your Gift Card purchase.
We would like to reimburse you for the amount of $50. Please email [redacted]@sephora.com with your preferred...
contact times so that we may verify information and process your refund.
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 have reviewed your Revdex.com complaint and sincerely apologize for your recent experience.
In speaking with our solutions department, we have ensured that this issue has now been resolved. We recommend contacting your Financial Institution for additional details.
We hope you will...
choose to shop with Sephora in future.
Regards,
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, it is extremely poor customer service on the part of Sephora that it took constant phone calls, emails, filing a dispute with my credit card company and a complaint to the Revdex.com to get my refund and that still took almost a month. I have been a loyal customer of Sephora for years, but sadly I will think long and hard before I make an order from them again and will most likely look elsewhere for my products from now on just to avoid a situation like this again in the future.Sincerely, [redacted]
Dear [redacted],
We have reviewed your Revdex.com complaint.
In reviewing your account, it appears that our Solutions Department has been in contact with you and has advised that without additional information in regards to your Chargeback, any orders placed online will not be approved.
We invite you...
to shop in store to enjoy the products available within your local Sephora.
Thank you,
Sephora Client ServicesTell us why here...
Initial Business Response /* (1000, 5, 2015/11/17) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize you have experienced difficulty with OnTrac.
We regret that our systems to do not allow us to guarantee delivery through UPS or OnTrac, however we are happy to...
present an alternative solution.
Sephora offers shipping through USPS - orders shipped with the Postal Service and will arrive within 3 to 6 business days from the day they are placed. This includes a processing period of 1-2 business days. As a Rouge client, your orders ship free and selecting USPS will not incur additional shipping charges. Please keep in mind however that when shipping through USPS, we are unable to reroute an order once it has shipped.
If you would not like to use USPS as your preferred shipping method and your order ships with OnTrac, our agents are always happy to contact OnTrac to request that a signature be required for delivery. Please keep in mind however that this is a request and will be at the driver's discretion.
We understand this situation has been frustrating and have added 500 points to your Beauty Bank for the 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.
Best,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason why I cannot accept this offer is because with the replacement package I did call back in to Sephora to express my concerns regarding using Ontrac to deliver the package again. Your representative then contacted them and they were able to offer as you suggested a signature required for delivery. I agreed to this. My package pee your website was supposed to be out for delivery on 11/17/15 instead it was out for delivery on 11/16/15 at 7:22 am. At approximately 6:30 pm I called Ontrac to see if was typical for packages to be out for delivery for 12+ hours. They said no and that the package was "probably back at the warehouse" as they do not have drivers in shift that long. I asked why it does not say back at the warehouse online and they stated that someome has not gotten around to scanning the package back in. I was not satisfied with this answer so I immediately called Sephora. They stated that because of the hour and drivers no longer being on the clock there was nothing I could do and "to give it 24 hours"??? Thus was approximately at 6:45ish pm. I then check the on Trac website again around 8:00 to see if they had undated any info to see that they have delivered my package at 6:50 at the "FRONT DOOR" but wait I though my package was upgraded to signature required. When I called my mother to check to see if the package had arrived because I had to delivered it to her house since they failed to deliver the original package to my home. She said no as she just came in from work and they was no package. I asked her to send my nephew out side to check again. He went out side where coincidentally the drive had just pulled up. The driven then proceeds to hand my nephew the package and drives off. No signature no nothing. No even checking thag he truly lives there. So how is this option feasible Sephora when according onTrac they delivered an hour earlier to the "front door" per their website with no signature. I believe this is completely unacceptable for me be oj ng a VIB Rouge member. For me being someone that has shopped with your company at 7 times both in store and online with the last 90 days.
Final Business Response /* (4000, 9, 2015/11/24) */
Dear [redacted],
We are very sorry to hear about your recent experience with OnTrac.
Unfortunately, our agents can only request that a signature be required. The actual delivery methods are at the discretion of the driver.
We are happy to forward your feedback to OnTrac for you. However, we are unable to change their policies. If you wish to pursue the matter in regards to how the package was delivered, we recommend reaching out to Ontrac directly.
Again, we are truly sorry that your recent shopping experience with Sephora was less than ideal and we hope that we will be able to better assist you going forward.
Best wishes,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because:
There has been no effort from the business to rectify the situation.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]
Dear [redacted], Thank you for your patience. We are sorry to hear that you feel the addition of $[redacted] is unsatisfactory. As an additional apology, we have added 250 points to your Beauty Bank. These points never expire, and may be redeemed for items from our Rewards Bazaar.Your online store credit balance of $[redacted] will never expire, and may be applied to any order placed on Sephora.com. Best regards, Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and are sorry to hear about your recent experience returning items. We are unable to provide any information as it pertains to denied return transactions. TRE (The Retail Equation) will be able to provide you with your Return Activity Report...
(RAR). You could also redeem your online report, by visiting the following site:https://RAR.TheRetailEquation.com. Once you receive this report there is a process to dispute the accuracy or completeness of any information contained in the RAR report. If a dispute is filed you will receive a notification of what decision was made.Regards,Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for this inconvenience.
Generally speaking, the Sephora Gift Card should be treated as cash and cannot be replaced if lost, stolen, or used without authorization. However, we would like to research your Gift...
Card for you further.
To further assist you, please provide additional information about the purchase of the Gift Card (eg proof of purchase) to [email protected] .
We look forward to hearing from you,
Sephora Client Services
Dear [redacted],
We apologize for any confusion.
To clarify, any order placed is subject to review and possible cancellation. Generally speaking, we will not ship to a non-residential address to protect our clients. A place of work may be approved as a shipping address, however Sephora will not ship to places such as hotels.
We hope this helps.
Regards,
Sephora Client Services
Initial Business Response /* (1000, 7, 2016/04/04) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulties you have encountered with your recent order.
On occasion, third party sites sometimes feature promotional codes that are not official Sephora...
promotions. We thank you for bringing this code to our attention so that other clients may avoid having this experience.
We fully understand how frustrating and confusing this experience may have been and have added $17.85 to your account in the form of online store credit for the inconvenience. This amount is the equivalent to 3 standard shipping charges. The credit will never expire, and if you should choose, may apply to your order total instead of towards shipping charges.
In future, we recommend using Sephora.com for locating official promotions.
Thank you for your patience and understanding. We hope that you will choose to visit Sephora again.
Best,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 9, 2016/04/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate this gesture on behalf of the company. I would definitely suggest that they address the level of service offered by the representative I spoke to in the phone in addition to the algorithms on the website that whas old allow the code to process.
Thank you again.
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]
Dear [redacted]
We have reviewed your Revdex.com complaint and sincerely apologize for any confusion.
It appears that your order #[redacted], attempted [redacted], was cancelled. Sephora only charges a form of payment once an order has been confirmed shipped. As your order was unable to ship,...
any pending transactions were temporary.
If you would like Sephora to research this further, please email any screenshots/correspondence to [email protected] so that our Beauty Concierge Team may further investigate why you may still be seeing a pending authorization.
We appreciate your patience,
Sephora Client Services
Dear[redacted],
We have reviewed your Revdex.com complaint -
While we have partnered with our Distribution Center to ensure all orders placed on your account were properly packaged and inspected to ensure all items arrive in great condition and are included, it looks like we are unable...
to provide you with the best service we hope to provide all our valued clients.
We have confirmed with our team that as a final courtesy, any remaining online store credit was mailed to your address in [redacted].
To ensure that you are fully satisfied with the vast amount of products that Sephora has to offer, we are asking you to visit any Sephora store location for all your future purchases. We have more than 250 store locations in the U.S. and Canada. There are Cast Members at each store location who are available to assist you in choosing the products that best fit your needs.
We have copied the link to our Store Locator so you may see which Sephora stores are within reach:
http://www.sephora.com/store-locations-events?mediaId=16400021
Thank you,
Sephora Client Services