Dear [redacted],
We understand this has been frustrating and we apologize for your experience trying to rectify this matter.
It seems that you were not properly assisted by our Customer Service Team in regards to your Sephora.com account and we’re sorry that this happened. Upon review, we can...
confirm that you are not blocked from placing orders on Sephora.com and can see that you have not attempted to place one since 11/15/2017. We invite you to place a new order and have added $25 in online store credit to your account. This amount never expires and will automatically apply to your next online order. Combined with the other store credit amounts that our Call Center Supervisors added to your account as appeasements for this experience, you currently have $70 in online store credit available on your Sephora.com account.
Please also know that we have asked our Quality Assurance manager to audit the correspondences that you had with our Customer Service Team, as they were unsuccessful in assisting you. She takes feedback like yours very seriously and has already confirmed that she is reviewing the calls associated with your inquiry.
We hope that you enjoy spending this online store credit 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 offer all of our clients.
Sincerely,
Sephora Client Services
Dear [redacted],
We appreciate the feedback you have provided. 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.
We have ensured your account will reflect VIB Rouge status through 12/31/[redacted]. We hope you enjoy the perks of being Rouge!
Regards,
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
Dear[redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience. We appreciate the feedback that you have provided us, and in reviewing your account information, have been able to forward this information to the Pembroke Gardens location. They will do their...
best to address your concerns and will respond accordingly.
Sincerely,Sephora Client Services
Initial Business Response /* (1000, 5, 2015/06/12) */
Below is a copy of the email this client received today:
Dear [redacted],
We received the complaint you submitted via the Revdex.com and thank you for bringing your concerns to our attention so that we may assist you further.
With...
our apologies we are unable to provide a refund for order #XXXXXXXXXX or #XXXXXXXXXX as both indicate that they were placed without the assistance of a Beauty Advisor and successfully delivered as addressed at checkout.
The Sephora.com account associated with the email address from which you have written indicates multiple names for both the billing and shipping information but only one physical address. Because your name is not associated with this account we invite you to contact us by phone as it appears there are updates needing to be made to the information in your account.
When calling, please reference your email address (REMOVED FOR PRIVACY) so that your Beauty Advisor can see the instructions to have a supervisor assist you.
Please contact us at your earliest convenience at 1-877-SEPHORA (X-XXX-XXX-XXXX).
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response due to the fact that I did not receive these products and they were indeed shipped out to my old address. Now I don't know who did receive them! Besides me! My name IS associated with that account my full name is [redacted] M. [redacted]. And I can prove it. I can also prove that that old address was associated with that account. I will be filing with my credit cards company and let them know what happened! You guys really should invest on better security and keep your customers information secure.
Dear [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.
Sincerely,
Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your experience.
It appears that the Sephora Favorites Liquid Luxuries Cologne Sampler scent certificate allows the redemption of a 1 oz eau de toilette [redacted]. We apologize for the confusion.
We...
would like to reassure you that the feedback you have provided will be forwarded to our Retail locations so that we can ensure this type of experience does not occur again.
Additionally, we would love to add 500 points to your Beauty Bank as an apology for the frustration that occurred. Please respond with your registered email address so that we may locate your Beauty Insider account and add the points.
Thank you for your patience,
Sephora Client Services
Dear [redacted],
Thank you for contacting Sephora.
We are very sorry that your order #[redacted] was not delivered successfully.
In reviewing your account, it appears the full order was refunded in the form of online store credit. We have initiated a refund to your original form of payment. You should...
see this transaction appear within 3-10 business days.
We fully understand how frustrating it can be when items are not delivered. We regret that as this item is now Out of Stock, we are unable to reship the order to you. If you would like assistance finding comparable products, please call our Beauty Advisors by phone at 1-877-SEPHORA (737-4672).
Sincerely,
Sephora Client Services
We understand that this experience is frustrating.
We have confirmed with our Distribution Center that the items from your order #[redacted] were returned empty and we regret that we are unable to have these items returned to you at this time.
We remain unable to take further action in regards to any additional returns on this account until the disputes that have been filed, have been resolved and/or closed. For further assistance in regards to your dispute, please contact your financial institution directly.
Dear [redacted], We have reviewed your Revdex.com complaint and are very sorry to hear there has been difficulty in regards to returned items. In reviewing the order numbers provided, the orders were placed under a different email account than the email provided via this Revdex.com complaint. We have reviewed your...
account and found that you have multiple accounts that are currently enrolled in our Beauty Insider Rewards Program, many of which are still actively earning points. Please keep in mind that per our Terms of Use, clients are allowed one account per person. We thank you for your patience while we further research the order numbers provided with our warehouse. Best, Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the experience and any confusion that may have arisen from it. We appreciate the feedback you have provided. 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.
At this time, please contact our Beauty Advisors by phone at 1-877-SEPHORA (1-877-737-4672) so that we may confirm your billing information. Once this information has been confirmed, our agents will be happy to assist you in replacing your orders and ensure your 3x Points are awarded for the orders attempted during our promotional period.
Thank you for your patience and understanding.Regards,Sephora Client Services
Complaint: [redacted]I am rejecting this response because:no resolution has come of my complaint just being passed on to another person to waste more time and unappreciated customer service.
Sincerely,[redacted]
im rejecting this response because of the way Sephora handled the situation very rude and unprofessional the representatives did not have a clue about policy and could care less about my issue in regards to sephoras response I did not try on various lipsticks in store I purchased hot tango and my lips swelled up for days the first rep I spoke to issued a credit telling me I can go in store to make a purchase which was misleading than I spoke to another rep asking me to give her my credit card so she can refund me then I called in again because I didn't see the refund and the last rep told me she never refunded the card [redacted] she didn't want to put on management I do have her name too so I'm not excepting there response because the company is rude and unknowledgeable the representatives have not a clue how to deal with the public.
Initial Business Response /* (1000, 5, 2015/12/07) */
Dear [redacted],
We have received your Revdex.com complaint and sincerely apologize for the delay in processing your return.
Per the notation on your order, it appears that the refund was processed the same day you filed your Revdex.com Complaint as you...
also called in to speak with our Beauty Advisors.
In regards to your questions, we understand that the delay in our response may be frustrating and we are very sorry you had to inquire multiple times. Our agents have been experiencing a higher call volume and email volume than normal which unfortunately, caused a delay in our responses.
Please note that Sephora does not send confirmation once a return is received. We do however, send confirmation once the return is processed.
Again, we are sorry that you experienced a delay in seeing your return processed, however the refund has been created. We have also added 250 points for the inconvenience to your Beauty Bank. These points never expire and may be redeemed online or in store.
Best regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I recd a response from the Revdex.com that you do not intervene in cases of Customer Service, but now it seems you do? So I am confused but anyway, I contacted my bank, got the forms needed to dispute charges and tried ONE more time to talk to Sephora. I believe by then I had emailed 8 times and never received a response. Each time after I pushed SEND up came A REP WILL RESPOND WITHIN 24 HOURS. So I talked to Customer Service and she was nice, felt sorry for me and processed my refund. She says S is busy b/c of the holidays. I said I returned this mid-November, it's not like I returned it Xmas eve. Anyways, I got my refund but as I wrote in one of my many emails, I go on FB and YT and warn EVERYONE about S's practices. I recommend going to Ulta if possible. So it's crazy but I will make one more order, just to spend my points they gave me and then I AM cancelling my account and never ordering from S again. Thanks for the help. I'm sure the Revdex.com has much more important cases to intervene in than mine and it's sad that I had to resort to this, just to get a $75 refund.
Initial Business Response /* (1000, 5, 2015/11/17) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for any confusion regarding your order.
When an order is placed on Sephora.com we are only able to make changes for about 3 minutes. Once the order is sent to the...
Warehouse for processing, we are unable to make any changes. Orders usually ship within 1-2 business days and depending on the carrier, we are able to modify the shipping address at this point.
Upon review, you have been able to correspond with our Social Media team. We apologize that OnTrac does not ship to New York. It appears that we have come to an agreement however, and are rerouting the package to your address in San Francisco. We expect the package to be delivered within the next 1-2 business days.
We understand this has been a confusing and frustrating experience and sincerely apologize for the difficulty you have experienced. We have also added 500 points to your Beauty Bank for the inconvenience.
Best regards,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/10/13) */
Dear [redacted],
We have received your Revdex.com complaint and sincerely apologize the samples and deluxe sample were missing from your recent order.
Our standard process for these situations is to add 25 points for the missing samples and 100...
points for any deluxe samples. Upon review, your account has been credited a total of 80 points.
We fully understand your frustration with the missing samples and have reviewed your desired resolution. We regret that the samples you had requested are currently out of stock. However, in place of the missing samples, we have added 250 additional points to your Beauty Bank and will also waive your shipping fees on your next online order.
To take advantage of the waived shipping, please contact our Beauty Advisors at 1-877-SEPHORA (X-XXX-XXX-XXXX) by phone before placing your next order. Our Beauty Advisors will assist you in placing your order, and once it has shipped will refund any shipping fees to your original form of payment.
Again, we sincerely apologize that your samples were not included in the original order. Should you like to try a specific product, we highly encourage you to visit us in store. Our Cast Members can create samples for you of the products we have available for purchase in store.
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/12/01) */
Dear [redacted],
We have received and reviewed your Revdex.com complaint and sincerely apologize for any difficulty you may have experienced regarding your order.
Upon review, you contacted our Beauty Advisors 11/18/2015 and a refund was processed in...
the amount of $181.60 to the form of online store credit. This is standard procedure as the original form of payment was a Sephora gift card.
This store credit will never expire and will automatically apply to your next online order.
We noticed that your current shipping address is associated to multiple people. Please note that for security purposes, any future orders must be shipped to an alternative address. If you would like assistance in placing your order, pleae contact our Beauty Advisors at 1-877-SEPHORA so that they may ensure all your information is accurately updated.
Again, we apologize for any inconvenience you may have experienced.
Best regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sephora has blocked my account. They told me that I can't order online with that account, and the online credit they refunded me which I can't use! If they unblock my account so I can use the online credit or they refund me to my credit card or gift card, that works for me! I have called them and have been told that they will refund it to the giftcard which I used for this order, but today I checked and they didnt! They only gave me online credits instead refund to giftcard! I just want my money back! Not store credit that can't use with my account!
Final Business Response /* (4000, 9, 2015/12/15) */
Dear [redacted],
As a final courtesy, we have processed the store credit to be transferred to your credit card.
As stated previously, we noticed that your current shipping address is associated to multiple people. Please note that for security purposes, any future orders must be shipped to an alternative address. If you would like assistance in placing your order, pleae contact our Beauty Advisors at 1-877-SEPHORA so that they may ensure all your information is accurately updated.
Regards,
Sephora Client Services
Final Consumer Response /* (2000, 11, 2015/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I got my money back
Complaint: [redacted]I am rejecting this response because:I think they can't understand my words.it was the worse purchasingb experience I have met. the customer service was keeping repeat the same words that I rejected. Do you think if I agree the solution,would I claim here?Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/12/31) */
Dear [redacted]
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty experienced with your return.
Upon review, the refund to your Visa ending in 0855 in the amount of $58.03 was approved 11/27/2015. These...
transactions may take 1-7 business days to appear on your financial statement.
If you have still not seen the refund appear in your statement, we recommend reaching out to your Financial Insitution at this time for further assistance. We apologize 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 understand this has been frustrating and we apologize for your experience trying to rectify this matter.
It seems that you were not properly assisted by our Customer Service Team in regards to your Sephora.com account and we’re sorry that this happened. Upon review, we can...
confirm that you are not blocked from placing orders on Sephora.com and can see that you have not attempted to place one since 11/15/2017. We invite you to place a new order and have added $25 in online store credit to your account. This amount never expires and will automatically apply to your next online order. Combined with the other store credit amounts that our Call Center Supervisors added to your account as appeasements for this experience, you currently have $70 in online store credit available on your Sephora.com account.
Please also know that we have asked our Quality Assurance manager to audit the correspondences that you had with our Customer Service Team, as they were unsuccessful in assisting you. She takes feedback like yours very seriously and has already confirmed that she is reviewing the calls associated with your inquiry.
We hope that you enjoy spending this online store credit 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 offer all of our clients.
Sincerely,
Sephora Client Services
Dear [redacted],
We appreciate the feedback you have provided. 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.
We have ensured your account will reflect VIB Rouge status through 12/31/[redacted]. We hope you enjoy the perks of being Rouge!
Regards,
Sephora Client Services
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
Dear[redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience. We appreciate the feedback that you have provided us, and in reviewing your account information, have been able to forward this information to the Pembroke Gardens location. They will do their...
best to address your concerns and will respond accordingly.
Sincerely,Sephora Client Services
Initial Business Response /* (1000, 5, 2015/06/12) */
Below is a copy of the email this client received today:
Dear [redacted],
We received the complaint you submitted via the Revdex.com and thank you for bringing your concerns to our attention so that we may assist you further.
With...
our apologies we are unable to provide a refund for order #XXXXXXXXXX or #XXXXXXXXXX as both indicate that they were placed without the assistance of a Beauty Advisor and successfully delivered as addressed at checkout.
The Sephora.com account associated with the email address from which you have written indicates multiple names for both the billing and shipping information but only one physical address. Because your name is not associated with this account we invite you to contact us by phone as it appears there are updates needing to be made to the information in your account.
When calling, please reference your email address (REMOVED FOR PRIVACY) so that your Beauty Advisor can see the instructions to have a supervisor assist you.
Please contact us at your earliest convenience at 1-877-SEPHORA (X-XXX-XXX-XXXX).
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response due to the fact that I did not receive these products and they were indeed shipped out to my old address. Now I don't know who did receive them! Besides me! My name IS associated with that account my full name is [redacted] M. [redacted]. And I can prove it. I can also prove that that old address was associated with that account. I will be filing with my credit cards company and let them know what happened! You guys really should invest on better security and keep your customers information secure.
Dear [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.
Sincerely,
Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your experience.
It appears that the Sephora Favorites Liquid Luxuries Cologne Sampler scent certificate allows the redemption of a 1 oz eau de toilette [redacted]. We apologize for the confusion.
We...
would like to reassure you that the feedback you have provided will be forwarded to our Retail locations so that we can ensure this type of experience does not occur again.
Additionally, we would love to add 500 points to your Beauty Bank as an apology for the frustration that occurred. Please respond with your registered email address so that we may locate your Beauty Insider account and add the points.
Thank you for your patience,
Sephora Client Services
Dear [redacted],
Thank you for contacting Sephora.
We are very sorry that your order #[redacted] was not delivered successfully.
In reviewing your account, it appears the full order was refunded in the form of online store credit. We have initiated a refund to your original form of payment. You should...
see this transaction appear within 3-10 business days.
We fully understand how frustrating it can be when items are not delivered. We regret that as this item is now Out of Stock, we are unable to reship the order to you. If you would like assistance finding comparable products, please call our Beauty Advisors by phone at 1-877-SEPHORA (737-4672).
Sincerely,
Sephora Client Services
Dear Ms. Lee,
We understand that this experience is frustrating.
We have confirmed with our Distribution Center that the items from your order #[redacted] were returned empty and we regret that we are unable to have these items returned to you at this time.
We remain unable to take further action in regards to any additional returns on this account until the disputes that have been filed, have been resolved and/or closed. For further assistance in regards to your dispute, please contact your financial institution directly.
Thank you for your understanding,
Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint.
It appears our Client Services team has contacted you directly via email.
Thank you for your patience and understanding,
Sephora
Dear [redacted], We have reviewed your Revdex.com complaint and are very sorry to hear there has been difficulty in regards to returned items. In reviewing the order numbers provided, the orders were placed under a different email account than the email provided via this Revdex.com complaint. We have reviewed your...
account and found that you have multiple accounts that are currently enrolled in our Beauty Insider Rewards Program, many of which are still actively earning points. Please keep in mind that per our Terms of Use, clients are allowed one account per person. We thank you for your patience while we further research the order numbers provided with our warehouse. Best, Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the experience and any confusion that may have arisen from it. We appreciate the feedback you have provided. 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.
At this time, please contact our Beauty Advisors by phone at 1-877-SEPHORA (1-877-737-4672) so that we may confirm your billing information. Once this information has been confirmed, our agents will be happy to assist you in replacing your orders and ensure your 3x Points are awarded for the orders attempted during our promotional period.
Thank you for your patience and understanding.Regards,Sephora Client Services
Complaint: [redacted]I am rejecting this response because:no resolution has come of my complaint just being passed on to another person to waste more time and unappreciated customer service.
Sincerely,[redacted]
im rejecting this response because of the way Sephora handled the situation very rude and unprofessional the representatives did not have a clue about policy and could care less about my issue in regards to sephoras response I did not try on various lipsticks in store I purchased hot tango and my lips swelled up for days the first rep I spoke to issued a credit telling me I can go in store to make a purchase which was misleading than I spoke to another rep asking me to give her my credit card so she can refund me then I called in again because I didn't see the refund and the last rep told me she never refunded the card [redacted] she didn't want to put on management I do have her name too so I'm not excepting there response because the company is rude and unknowledgeable the representatives have not a clue how to deal with the public.
Initial Business Response /* (1000, 5, 2015/12/07) */
Dear [redacted],
We have received your Revdex.com complaint and sincerely apologize for the delay in processing your return.
Per the notation on your order, it appears that the refund was processed the same day you filed your Revdex.com Complaint as you...
also called in to speak with our Beauty Advisors.
In regards to your questions, we understand that the delay in our response may be frustrating and we are very sorry you had to inquire multiple times. Our agents have been experiencing a higher call volume and email volume than normal which unfortunately, caused a delay in our responses.
Please note that Sephora does not send confirmation once a return is received. We do however, send confirmation once the return is processed.
Again, we are sorry that you experienced a delay in seeing your return processed, however the refund has been created. We have also added 250 points for the inconvenience to your Beauty Bank. These points never expire and may be redeemed online or in store.
Best regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I recd a response from the Revdex.com that you do not intervene in cases of Customer Service, but now it seems you do? So I am confused but anyway, I contacted my bank, got the forms needed to dispute charges and tried ONE more time to talk to Sephora. I believe by then I had emailed 8 times and never received a response. Each time after I pushed SEND up came A REP WILL RESPOND WITHIN 24 HOURS. So I talked to Customer Service and she was nice, felt sorry for me and processed my refund. She says S is busy b/c of the holidays. I said I returned this mid-November, it's not like I returned it Xmas eve. Anyways, I got my refund but as I wrote in one of my many emails, I go on FB and YT and warn EVERYONE about S's practices. I recommend going to Ulta if possible. So it's crazy but I will make one more order, just to spend my points they gave me and then I AM cancelling my account and never ordering from S again. Thanks for the help. I'm sure the Revdex.com has much more important cases to intervene in than mine and it's sad that I had to resort to this, just to get a $75 refund.
Initial Business Response /* (1000, 5, 2015/11/17) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for any confusion regarding your order.
When an order is placed on Sephora.com we are only able to make changes for about 3 minutes. Once the order is sent to the...
Warehouse for processing, we are unable to make any changes. Orders usually ship within 1-2 business days and depending on the carrier, we are able to modify the shipping address at this point.
Upon review, you have been able to correspond with our Social Media team. We apologize that OnTrac does not ship to New York. It appears that we have come to an agreement however, and are rerouting the package to your address in San Francisco. We expect the package to be delivered within the next 1-2 business days.
We understand this has been a confusing and frustrating experience and sincerely apologize for the difficulty you have experienced. We have also added 500 points to your Beauty Bank for the inconvenience.
Best regards,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/10/13) */
Dear [redacted],
We have received your Revdex.com complaint and sincerely apologize the samples and deluxe sample were missing from your recent order.
Our standard process for these situations is to add 25 points for the missing samples and 100...
points for any deluxe samples. Upon review, your account has been credited a total of 80 points.
We fully understand your frustration with the missing samples and have reviewed your desired resolution. We regret that the samples you had requested are currently out of stock. However, in place of the missing samples, we have added 250 additional points to your Beauty Bank and will also waive your shipping fees on your next online order.
To take advantage of the waived shipping, please contact our Beauty Advisors at 1-877-SEPHORA (X-XXX-XXX-XXXX) by phone before placing your next order. Our Beauty Advisors will assist you in placing your order, and once it has shipped will refund any shipping fees to your original form of payment.
Again, we sincerely apologize that your samples were not included in the original order. Should you like to try a specific product, we highly encourage you to visit us in store. Our Cast Members can create samples for you of the products we have available for purchase in store.
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/12/01) */
Dear [redacted],
We have received and reviewed your Revdex.com complaint and sincerely apologize for any difficulty you may have experienced regarding your order.
Upon review, you contacted our Beauty Advisors 11/18/2015 and a refund was processed in...
the amount of $181.60 to the form of online store credit. This is standard procedure as the original form of payment was a Sephora gift card.
This store credit will never expire and will automatically apply to your next online order.
We noticed that your current shipping address is associated to multiple people. Please note that for security purposes, any future orders must be shipped to an alternative address. If you would like assistance in placing your order, pleae contact our Beauty Advisors at 1-877-SEPHORA so that they may ensure all your information is accurately updated.
Again, we apologize for any inconvenience you may have experienced.
Best regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sephora has blocked my account. They told me that I can't order online with that account, and the online credit they refunded me which I can't use! If they unblock my account so I can use the online credit or they refund me to my credit card or gift card, that works for me! I have called them and have been told that they will refund it to the giftcard which I used for this order, but today I checked and they didnt! They only gave me online credits instead refund to giftcard! I just want my money back! Not store credit that can't use with my account!
Final Business Response /* (4000, 9, 2015/12/15) */
Dear [redacted],
As a final courtesy, we have processed the store credit to be transferred to your credit card.
As stated previously, we noticed that your current shipping address is associated to multiple people. Please note that for security purposes, any future orders must be shipped to an alternative address. If you would like assistance in placing your order, pleae contact our Beauty Advisors at 1-877-SEPHORA so that they may ensure all your information is accurately updated.
Regards,
Sephora Client Services
Final Consumer Response /* (2000, 11, 2015/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I got my money back
Complaint: [redacted]I am rejecting this response because:I think they can't understand my words.it was the worse purchasingb experience I have met. the customer service was keeping repeat the same words that I rejected. Do you think if I agree the solution,would I claim here?Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/12/31) */
Dear [redacted]
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty experienced with your return.
Upon review, the refund to your Visa ending in 0855 in the amount of $58.03 was approved 11/27/2015. These...
transactions may take 1-7 business days to appear on your financial statement.
If you have still not seen the refund appear in your statement, we recommend reaching out to your Financial Insitution at this time for further assistance. We apologize 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