Dear [redacted] , We have reviewed your Revdex.com complaint and apologize for any inconvenience The Sephora Gift Card should be treated as cash and cannot be replaced if lost, stolen, or used without authorization Thank you for your patience and understanding Regards, 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 MakeoverAs 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
Dear ***, We have reviewed your Revdex.com complaint and sincerely apologize for any inconvenience We are unable to provide any information as it pertains to denied return transactions For questions regarding store return decisions, please contact TRE (The Retail Equation) Customer Service at 1-800-652-2331, Monday through Friday, 8am-5pm PST, send them an e-mail to [email protected] or a letter to the mailing address listed below.TREPO Box 51373Irvine, CA 92619TRE (The Retail Equation) will be able to provide you with your Return Activity Report (RAR)Once you receive this report there is a process to dispute the accuracy or completeness of any information contained in the RAR reportIf a dispute is filed you will receive a notification of what decision was made.Regards, Sephora Client Services
Initial Business Response / [redacted] (1000, 5, 2016/02/01) */ Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize for the difficulties you have experienced with the Gift Card purchased on 1/9/ We would like to research the Gift Card furtherPlease email a photo/copy of your receipt to [redacted] @sephora.com so that our Beauty Concierge Team may assist you further We have added points to your Beauty Bank for the inconvenienceThese points never expire and may be redeemed with a future purchase online or in store 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 / [redacted] (2000, 7, 2016/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is not really resolved this way but it seems like I don't have a choice
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 meSincerely, [redacted] ***
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 storeAs 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 organizationThey will do their best to address your concerns and will respond accordinglyPlease allow 5-business days for a response so that the matter can be fully researched Best regards, Sephora Client Services
Dear [redacted] ***,Thank you for contacting Sephora We apologize for any inconvenience causedWe understand this can be frustrating and we will do our best to assist you in any way possible.We are unable to provide any information as it pertains to denied return transactionsTRE ( [redacted] ) 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 reportIf a dispute is filed you will receive a notification of what decision was made.Regards,Sephora Client Services
Dear ***, 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
Initial Business Response / [redacted] (1000, 15, 2015/09/30) */ According to our retail stores, this client has submitted several, similar claims and requests to our retail locations across the countryUnfortunately, we are unable to rectify this issue on our end
Dear Brianne, We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience It appears that your refund was successfully processedAdditionally, our Beauty Advisors have added points to your Beauty Bank (the equivalent of having spend $with Sephora) as well as C$ [redacted] in online store credit to cover the cost of shipping on a future order, for the inconvenience We have added an additional points to your Beauty Bank for the experience, for a total of points We thank you for your patience Best regards, Sephora Client Services
Initial Business Response / [redacted] (1000, 7, 2015/10/26) */ We apologize for the delay in our response to your inquiry regarding your returnsWe are researching the matter further and will advise of any updates as we receive the information Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Waiting to hear more infoon what Sephora will do once they finish reviewing my complaint Final Consumer Response / [redacted] (3000, 23, 2015/12/02) */ I returned a product to Sephora.com and they told me I couldn't be refunded for itThey would not return it to me I returned a product to Sephora.com and was told that I could not be refunded for it, even though a representative from Sephora.com told me via email that I would be able to return the item for a refundI requested that the item be returned to me since they will not refund me for itI will no longer be shopping with Sephora, as this is the second time that I've had them do thisThe previous complaint I made about this exact thing happening with Sephora.com resulted in them shutting down my account/them telling me I could no longer shop online or return itemsI had sent the item I'm requesting back to them before they shut down my account and told me I couldn't return anythingI would like the item to be sent back to me The order number is XXXXXXXXXX, the item number is XXXXXXX, and the item name is Velour Silk Lashes "My Life's Complete" I would like to have the item returned to me [redacted] Ave [redacted] XXXXX Final Business Response / [redacted] (4000, 25, 2015/12/03) */ Dear [redacted] , As a final courtesy, we have refunded the amount of $directly to your Mastercard on file for the Velour Silk Lashes Silk Lash Collection in My Life's CompleteThe funds will be available within 1-business days Going forward, Sephora.com will not be refunding for any additional items Thank you for your patience and understanding, Sephora Client Services
Dear ***, We have reviewed your Revdex.com complaint and are very sorry to hear that you may not have received the samples you were expectingIn reviewing your account it appears that you spoke with a representative and have now resolved this issueShould you need any further assistance please do not hesitate to contact us at 1-877-SEPHORA (1-877-737-4672).Thank you for your patience and understanding.Sincerely,Sephora Client Services
Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ Below is a copy of the email this client was provided on 8/21/2015: Dear ***, 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 $We would also like you to know that we have placed an online store credit of $into your VIB Rouge accountThis 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/when you provided the tracking number which showed the return and receipt of your items to our Utah distribution center on 5/11/ When a transactional dispute is filled with a client's financial institution our systems automatically flag the account and revoke ordering privilegesIn the case of your account however, this should never have occurred as you had already provided the tracking number to SephoraThe 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 / [redacted] (2000, 7, 2015/09/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: Thanks for the replyHowever, I've made it clear that I don't want to waste another half an hour or longer on phone given my experience with Sephora phone serviceIf you are willing to help, I'd like to recover the following items from my missing order since I've purchased the rest elsewhere during the past month: Stila waterproof liquid eye liner Amika polished straightening brush Hourglass lip oil Benefit hydrating concealer Benefit 1st prize highlighters Clarins toning lotion Clarins moisture rich body lotion Clinique make up remover Armani lip stain YSL glossy stain Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I had already attempted to deal with the store regarding this issue and was not satisfied when I received an email from the store managerThis is unacceptable as I would like corporate to get involvedSincerely, [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/09/09) */ We received an email from the client at [redacted] @sephora.com with feedback about our recent Epic Rewards promotionThe client's feedback regarding the promotion was forwarded to the appropriate department and the client was offered a $ one-time promotion code that can be used on a future order prior to 9/30/ Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Giving $is a good step, but expect for next time there will be more rewards and are released in proper way, like at some hour 1k rewards, another hour 2k rewards another 5k, another 10k, with exact time prior notify, this will save time and also trafficOne person shouldn't redeem two, so once they redemmed they can't redeem for next hours, account should be blockedHopefully sephora do this
Dear ***, We appreciate the feedback you have providedAs 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/***We hope you enjoy the perks of being Rouge! Regards, Sephora Client Services
Dear [redacted] , Thank you for contacting Sephora We greatly appreciate your feedback and can assure you that it will be forwarded to the appropriate contact within our organization and they will do their best to incorporate your feedback in our future endeavorsWe also apologize for any confusion, every company has different agreements with shipping companies and a different number of distribution centers which can affect the deliveryWe cannot speak to how any other companies may process orders, however we can that confirm that day shipping is offered, and there is also a 1-day time prior to shipping that an order is processedAll information in regards to the details of Flash shipping is stated in the Terms & Conditions of the subscription so that we can be as transparent as possible with our clientsThis information can be accessed via the following link: http://www.sephora.com/sephora-flash-subscription-P We sincerely appreciate you taking the time to provide your feedbackAs a company, we strive to provide the best service to our clients and your feedback is always welcomeAs a one-time courtesy, we have issued you a refund in the amount of $ [redacted] in online store credit to your Sephora.com accountThis amount will automatically apply to your next online order, and no code is necessary to redeem We value you as a client and we thank you again for contacting us Regards, Sephora Client Services
Dear [redacted] , We have reviewed your Revdex.com complaint and apologize for any inconvenience The Sephora Gift Card should be treated as cash and cannot be replaced if lost, stolen, or used without authorization Thank you for your patience and understanding Regards, 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 MakeoverAs 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
Dear ***, We have reviewed your Revdex.com complaint and sincerely apologize for any inconvenience We are unable to provide any information as it pertains to denied return transactions For questions regarding store return decisions, please contact TRE (The Retail Equation) Customer Service at 1-800-652-2331, Monday through Friday, 8am-5pm PST, send them an e-mail to [email protected] or a letter to the mailing address listed below.TREPO Box 51373Irvine, CA 92619TRE (The Retail Equation) will be able to provide you with your Return Activity Report (RAR)Once you receive this report there is a process to dispute the accuracy or completeness of any information contained in the RAR reportIf a dispute is filed you will receive a notification of what decision was made.Regards, Sephora Client Services
Initial Business Response / [redacted] (1000, 5, 2016/02/01) */ Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize for the difficulties you have experienced with the Gift Card purchased on 1/9/ We would like to research the Gift Card furtherPlease email a photo/copy of your receipt to [redacted] @sephora.com so that our Beauty Concierge Team may assist you further We have added points to your Beauty Bank for the inconvenienceThese points never expire and may be redeemed with a future purchase online or in store 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 / [redacted] (2000, 7, 2016/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is not really resolved this way but it seems like I don't have a choice
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 meSincerely, [redacted] ***
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 storeAs 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 organizationThey will do their best to address your concerns and will respond accordinglyPlease allow 5-business days for a response so that the matter can be fully researched Best regards, Sephora Client Services
Dear [redacted] ***,Thank you for contacting Sephora We apologize for any inconvenience causedWe understand this can be frustrating and we will do our best to assist you in any way possible.We are unable to provide any information as it pertains to denied return transactionsTRE ( [redacted] ) 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 reportIf a dispute is filed you will receive a notification of what decision was made.Regards,Sephora Client Services
Dear ***, 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
Initial Business Response / [redacted] (1000, 15, 2015/09/30) */ According to our retail stores, this client has submitted several, similar claims and requests to our retail locations across the countryUnfortunately, we are unable to rectify this issue on our end
Dear Brianne, We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience It appears that your refund was successfully processedAdditionally, our Beauty Advisors have added points to your Beauty Bank (the equivalent of having spend $with Sephora) as well as C$ [redacted] in online store credit to cover the cost of shipping on a future order, for the inconvenience We have added an additional points to your Beauty Bank for the experience, for a total of points We thank you for your patience Best regards, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: I am seeking further compensation from Sephora.Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 7, 2015/10/26) */ We apologize for the delay in our response to your inquiry regarding your returnsWe are researching the matter further and will advise of any updates as we receive the information Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Waiting to hear more infoon what Sephora will do once they finish reviewing my complaint Final Consumer Response / [redacted] (3000, 23, 2015/12/02) */ I returned a product to Sephora.com and they told me I couldn't be refunded for itThey would not return it to me I returned a product to Sephora.com and was told that I could not be refunded for it, even though a representative from Sephora.com told me via email that I would be able to return the item for a refundI requested that the item be returned to me since they will not refund me for itI will no longer be shopping with Sephora, as this is the second time that I've had them do thisThe previous complaint I made about this exact thing happening with Sephora.com resulted in them shutting down my account/them telling me I could no longer shop online or return itemsI had sent the item I'm requesting back to them before they shut down my account and told me I couldn't return anythingI would like the item to be sent back to me The order number is XXXXXXXXXX, the item number is XXXXXXX, and the item name is Velour Silk Lashes "My Life's Complete" I would like to have the item returned to me [redacted] Ave [redacted] XXXXX Final Business Response / [redacted] (4000, 25, 2015/12/03) */ Dear [redacted] , As a final courtesy, we have refunded the amount of $directly to your Mastercard on file for the Velour Silk Lashes Silk Lash Collection in My Life's CompleteThe funds will be available within 1-business days Going forward, Sephora.com will not be refunding for any additional items Thank you for your patience and understanding, Sephora Client Services
Dear ***, We have reviewed your Revdex.com complaint and are very sorry to hear that you may not have received the samples you were expectingIn reviewing your account it appears that you spoke with a representative and have now resolved this issueShould you need any further assistance please do not hesitate to contact us at 1-877-SEPHORA (1-877-737-4672).Thank you for your patience and understanding.Sincerely,Sephora Client Services
Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ Below is a copy of the email this client was provided on 8/21/2015: Dear ***, 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 $We would also like you to know that we have placed an online store credit of $into your VIB Rouge accountThis 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/when you provided the tracking number which showed the return and receipt of your items to our Utah distribution center on 5/11/ When a transactional dispute is filled with a client's financial institution our systems automatically flag the account and revoke ordering privilegesIn the case of your account however, this should never have occurred as you had already provided the tracking number to SephoraThe 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 / [redacted] (2000, 7, 2015/09/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: Thanks for the replyHowever, I've made it clear that I don't want to waste another half an hour or longer on phone given my experience with Sephora phone serviceIf you are willing to help, I'd like to recover the following items from my missing order since I've purchased the rest elsewhere during the past month: Stila waterproof liquid eye liner Amika polished straightening brush Hourglass lip oil Benefit hydrating concealer Benefit 1st prize highlighters Clarins toning lotion Clarins moisture rich body lotion Clinique make up remover Armani lip stain YSL glossy stain Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I had already attempted to deal with the store regarding this issue and was not satisfied when I received an email from the store managerThis is unacceptable as I would like corporate to get involvedSincerely, [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/09/09) */ We received an email from the client at [redacted] @sephora.com with feedback about our recent Epic Rewards promotionThe client's feedback regarding the promotion was forwarded to the appropriate department and the client was offered a $ one-time promotion code that can be used on a future order prior to 9/30/ Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Giving $is a good step, but expect for next time there will be more rewards and are released in proper way, like at some hour 1k rewards, another hour 2k rewards another 5k, another 10k, with exact time prior notify, this will save time and also trafficOne person shouldn't redeem two, so once they redemmed they can't redeem for next hours, account should be blockedHopefully sephora do this
Dear ***, We appreciate the feedback you have providedAs 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/***We hope you enjoy the perks of being Rouge! Regards, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: they were rude and did not help Sincerely, [redacted]
Dear [redacted] , Thank you for contacting Sephora We greatly appreciate your feedback and can assure you that it will be forwarded to the appropriate contact within our organization and they will do their best to incorporate your feedback in our future endeavorsWe also apologize for any confusion, every company has different agreements with shipping companies and a different number of distribution centers which can affect the deliveryWe cannot speak to how any other companies may process orders, however we can that confirm that day shipping is offered, and there is also a 1-day time prior to shipping that an order is processedAll information in regards to the details of Flash shipping is stated in the Terms & Conditions of the subscription so that we can be as transparent as possible with our clientsThis information can be accessed via the following link: http://www.sephora.com/sephora-flash-subscription-P We sincerely appreciate you taking the time to provide your feedbackAs a company, we strive to provide the best service to our clients and your feedback is always welcomeAs a one-time courtesy, we have issued you a refund in the amount of $ [redacted] in online store credit to your Sephora.com accountThis amount will automatically apply to your next online order, and no code is necessary to redeem We value you as a client and we thank you again for contacting us Regards, Sephora Client Services