Initial Business Response / [redacted] (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 to business days from the day they are placedThis includes a processing period of 1-business daysAs a Rouge client, your orders ship free and selecting USPS will not incur additional shipping chargesPlease 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 deliveryPlease 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 points to your Beauty Bank for the inconvenienceWe 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] (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 againYour representative then contacted them and they were able to offer as you suggested a signature required for deliveryI agreed to thisMy package pee your website was supposed to be out for delivery on 11/17/instead it was out for delivery on 11/16/at 7:amAt approximately 6:pm I called Ontrac to see if was typical for packages to be out for delivery for 12+ hoursThey said no and that the package was "probably back at the warehouse" as they do not have drivers in shift that longI 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 inI was not satisfied with this answer so I immediately called SephoraThey stated that because of the hour and drivers no longer being on the clock there was nothing I could do and "to give it hours"??? Thus was approximately at 6:45ish pmI then check the on Trac website again around 8:to see if they had undated any info to see that they have delivered my package at 6:at the "FRONT DOOR" but wait I though my package was upgraded to signature requiredWhen 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 homeShe said no as she just came in from work and they was no packageI asked her to send my nephew out side to check againHe went out side where coincidentally the drive had just pulled upThe driven then proceeds to hand my nephew the package and drives offNo signature no nothingNo even checking thag he truly lives thereSo how is this option feasible Sephora when according onTrac they delivered an hour earlier to the "front door" per their website with no signatureI believe this is completely unacceptable for me be oj ng a VIB Rouge memberFor me being someone that has shopped with your company at times both in store and online with the last days Final Business Response / [redacted] (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 requiredThe actual delivery methods are at the discretion of the driver We are happy to forward your feedback to OnTrac for youHowever, we are unable to change their policiesIf 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
Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ Below is a copy of the email this client was sent on 6/2/ Dear [redacted] , Thank you for contacting Sephora.com We received the complaint you submitted via the Revdex.com and appreciate that you have brought your concerns to our attention so that we may assist you further The information we have received indicates that your complaint is regarding the advertisement of our shipping times as well as delivery issues you encounteredOn these matters we are happy to provide clarity and thank you for allowing us to do so According to OnTrac, your order #XXXXXXXXXX was delivered on 5/29/as was estimated when your order was initially placed on 5/25/The shipping guidelines provided on Sephora.com show that your order was processed and delivered within the appropriately quoted timeframe of four business days as Monday 5/25/was a National Holiday With our apologies, we are unable to provide you with the refund you have requested as your Diorskin Nude Skin-Glowing Makeup was returned and refunded on 5/30/at the Sephora within the JCPenney located at Meridian Street in Puyallup, Washington In addition to being able to return Sephora.com orders to any of our physical Sephora stores, all Sephora.com orders are shipped with a pre-paid Merchandise Return Label so that you may instead return your items to us via the United States Postal Service, at no cost to you should you chose to We will use the feedback you have given to help improve the service we provide as Sephora is always striving for the best possible client experience 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
Dear [redacted] ,We have reviewed your Revdex.com complaint and sincerely apologize for your experience We appreciate the feedback that you have provided us with in regard to your experience at our Southpoint Sephora inside [redacted] store in [redacted] As a company we strive to provide our clients with the best service and we are sorry to hear about your experience Your feedback has been forwarded to the appropriate contact within the Sephora stores organization Sincerely,Sephora Client Services
Dear [redacted] , Thank you for your patience At this time, Sephora has addressed your concerns via private correspondence (outside the Revdex.com) as well as via the Revdex.com Due to the sensitive nature of this issue, we recommend that any further correspondence be sent directly to Sephora Regards, Sephora Client Services
Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ Dear [redacted] , We have received your Revdex.com complaint and apologize for any confusion regarding your recent order attempt According to our records, the order including the Murad serum was attempted twice on October 17th, If an order attempt is made on Sephora.com, a pending hold is placed on the fundsIf the order is successful, Sephora settles the charge once the order has shippedIf the order is unsuccessfully placed, the pending hold falls off automatically within 1-business days, depending on your financial institution Upon review, our agents advised you of the 1-business day holdThe additional authorization on your account was released by your financial insitution as of October 20th, If the pending authorization still appears on your statement, we recommend reaching out to your financial institution as Sephora.com has not settled on this payment Regards, Sephora Client Services
Initial Business Response / [redacted] (1000, 6, 2015/12/23) */ Dear ***, We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty with your return We have ensured that the return was correctly processedPlease allow 3-business days (from Dec17, 2015) for this transaction to appear on your bank statement Please accept our apologies for the delay We hope you have an excellent holiday season! Sephora Client Services Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received my refund
Complaint: [redacted] I am rejecting this response because: This reply is irresponsible and perfunctoryHere is the email I replied to Sephora on [redacted] 30, [redacted] regarding to its reply I received on [redacted] 29, ***: I have got three points to make with the writing of this emailPlease take your time reading through the details, as I do not wish to write repeatedly with all the things that disturb me so muchIf this email reaches a personal that does not have the authority to look after this case, please forward it to a manager who has Firstly, I called the VIB Rouge number that was given yesterday ( [redacted] 29, ***) after I got your emailAlthough she said she is not high enough to look at this case, I was able to confirm with her the fact that before I contacted Sephora in Dec, no representative from Sephora ever came to me regarding to the outcome of the first investigation of order # [redacted] In ***, I called and waited more than business days I’m supposed to and called customer service afterwards, still, no replyEven in your system record, the result of the case is “unclear” and no person tried to reach back to meI saw no effort from Sephora of solving this problem, so I asked my bank to charge back, as simple as thatAn investigation from the bank is done and they supported my right to charge backI will never pay for a product that never gets to me Secondly, it is your responsibility to make sure your customer actually receives the product they paid forIf I am going to have the risk of not receiving the order, and I am the one responsible for that, you should have stated that loudly and clearly on the page before I make the paymentAt my apartment in Berkeley, only residents with a smart key would have access to the lobby where separate lockers are provided for packagesAssuming my order was shipped by Sephora and the carrier did his or her job, there is no way the package can be lostSephora had been telling me, “the investigation shows the package was delivered as the address,” but I clearly stated my apartment number # [redacted] in my shipping address, thus, my address is not just [redacted] If you insist it is the fault of the carrier, Sephora is the one signing contracts with them, not me, not the customersI take no responsibility for the loss of the package Lastly, it is a personal insult to me saying that I still owe Sephora $ [redacted] for a product I have never seenI have an outstanding credit history and never missed a bill in my life; I do not allow such a trumped charge to be placed on my head by a company that could not even deliver its productsI have been a loyal customer of Sephora for four years and spent thousands of dollars on SephoraI can’t believe how much trouble I have been had just for this order of only $ [redacted] You may only lose one customer todayHowever, if that is how you treat your customers, I had to say you destroyed it Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/01/14) */ Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize for the delay in delivering your order Upon review, the order was successfully marked as an expedited order through Sephora and may have been incorreclty processed within the UPS facilityWe regret that this error occurred and have refunded your Visa ending in for the shipping chargePlease allow 1-business days for this to appear on your financial statement We were unable to locate a Flash subscription on the account associated with the email [redacted] @stx.rr.com if you may have a secondary account on Sephora.com please contact our Beauty Advisors by phone so that we may verify information and ensure your Flash subscription applies to your primary account 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.We appreciate the feedback you have providedAs a company, we strive to provide the best service to our clients and your feedback is always welcomeYour 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 apologize if you have not been able to redeem your points for some of our new items in the Beauty BazaarWe would like all clients to have the opportunity to redeem their points for our exclusive offers and apologize if they are now out of stock We understand it may be difficult to redeem for the more exclusive items, as they are limited quantity, however we will be continuing this programRegards,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]
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 purchasesWe have more than store locations in the U.Sand CanadaThere 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= Thank you, Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, Martin [redacted]
Dear [redacted] , We sincerely apologize you feel we did not answer any questions you may have posedPlease restate your question so that we may assist you furtherThank you, Sephora Client Services
Initial Business Response / [redacted] (1000, 6, 2015/07/30) */ Dear ***, Thank you for contacting Sephora.com; we appreciate that you have brought your concerns to our attention so that we may assist you further Per the complaint you submitted to the Revdex.com you were attempting to return products to your local Sephora but did not have the receipt for them We are sorry that we cannot accept your return and you will not be able to make further non-receipted returns for a period of days Our decision is based, in part, on information provided by The Retail Equation (TRE)Your Return Activity Report (RAR) may help you understand the reason for our decisionA free copy of your RAR is available by visiting TRE online at https://RAR.TheRetailEquation.com This report is held in TRE's files for a period of days following a return warning or denialYou may also ensure the accuracy or completeness of any information in the RAR by following the dispute process If you prefer, TRE's Customer Service Office can be contacted at 1-855-835-(Monday - Friday, 8am-5pm Pacific) or by writing to The Retail Equation at [redacted] XXXXX-XXXXWhen contacting TRE, please have the transaction ID at the top of this slip, your ID number, full name, address, and phone number available 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 / [redacted] (3000, 8, 2015/07/30) */ I have also reviewed the "return history" for no receipt returns provided by Sephora's third party "verification" service showing that since I have had a total of no receipt returns, one of them being a partial exchange with receipt on my beauty insider cardreturns in years is absurd for someone to be banned from returning anything especially with Sephora's return policy stating to return something if you are "not completely satisfied", considering every time I had returned items I have received store credit and purchased more product the same day, purchasing more than the store credit amount out of my pocketAs a loyal Sephora customer I am still very upset and shocked at my treatment in store and being treated like a fraud and thief for an exchange and a return of a gift Final Business Response / [redacted] (4000, 11, 2015/08/14) */ Below is a copy of the email this client was provided on 8/14/2015: Dear ***, Thank you for bringing your continued concerns to our attention We understand that this information is frustrating and apologize that we are unable to reverse the decision While a product may show in a client's purchase history, the history cannot be used to facilitate a return as the history does not provide transactional information such as price paid, method of payment, or whether discounts were or were not providedThe purhcase history is intended to provide our clients with a quick reference to their favorite products they have purchased in the past We encourage you to reach out to TRE directly with further inquiries Regards, Sephora Client Services
Initial Business Response / [redacted] (1000, 10, 2016/01/25) */ Dear ***, We have reviewed your Revdex.com complaint and are very sorry to hear that your returns were not processed fully We would like to research the matter furtherPlease email our Beauty Concierge at [redacted] @sephora.com with the name of the Sephora store where the returns were made We look forward to hearing from you! Best, Sephora Client Services Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already emailed them many times with information regarding this matter and not until I contacted Revdex.com did I get any response from SephoraRight after contacting Revdex.com Sephora refunded my moneyI have been trying to get my refund since November it should not have taken them that longThank You Revdex.com for your assistance in this matter Final Business Response / [redacted] (4000, 14, 2016/02/08) */ Dear ***, We are thrilled to hear that you were refunded through the appropriate store! We are very sorry that we were unable to research the issue for you, but glad that it was resolvedPlease note that this was not due to the Revdex.com complaint as we were unable to research your complaint further We apologize for any inconvenience this may have caused and 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 Final Consumer Response / [redacted] (2000, 16, 2016/02/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Very unhappy with Sephora and the way this situation was handled I do not plan on ever shopping there again!!! I spend way too much money there as this is the only place I buy all my beauty/hair productsi also recommend Sephora to all my friends and family which I will not be doing anymoreThank you Revdex.com you can close this case
Complaint: [redacted] I am rejecting this response because: I do not have a beauty Insider account, I'' asked to sign up for one every time I shop however I refuse, I'' not a loyalty card kind of personAs stated, the [redacted] translucent powder seemed to have already been opened and used, the seal was removed from the component and also my foundation was cracked this was all noticed the evening I purchased from the [redacted] & [redacted] storeI couldn't return at that store because I had to catch a flught home the next morning The metal matte palette I bought as a gift and gave it to my roommate upon my return home inly to be told it too was brokenSo I don't know if the oalette was broken before I flew home or afterEither way, I shoukd have been allowed to do an even exchange at the [redacted] store with or without a receiptThat's all I wanted, an even exchange for the damanged itemsAnd the fact that corporate isn't even willing to help is the most asinine thing I have ever heardSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Thank you for your emailI believe that I have already wrote in my last email that since I was not using a US credit card, I could not file a complaint since my bank does not have this kind of policyToday I just received anonther SEPHORA package; it was placed right outside of the gate, where literally anyone could take and steal the packageLuckilly I went downstairs to pickup something at that time shortly after the delivery and fetched the packageI got lucky this timeHowever, I am astonished at how SEPHORA's carrier is handling and delivering packages, and especially how they could just confirmed delivery by leaving packages anywhere they likeToday's package has proved how SEPHORA's carrier is dealing with packagesAnd SEPHORA is asking the customer to be responsible for the lost of the packageThere is absolutely no reason for me to lie about anythingI have been a long time customer and have placed orders that worth moreThe way SEPHORA strongly refused to offer any way to make up for this is unacceptable, unreasonable and upsetting.Sincerely, [redacted] **
Dear ***, We have reviewed your Revdex.com complaint and apologize for your recent experience We were unable to locate the purchase on your Sephora account, but also noticed your Beauty Insider card is not associated with your online accountPlease provide your BI card number so that we may further research this purchase for you Generally speaking, all returns are made at a store's discretionAlso, please keep in mind that we only are able to accommodate if an item is defective or damaged upon purchase, and are not responsible for items that are purchased intact, and then broken Thank you for your patience and understanding Best regards, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: there's not solution and just being passed on to another department and wait for how long? I'm still stuck with the products and horrible experience.Sincerely, [redacted]
Initial Business Response / [redacted] (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 to business days from the day they are placedThis includes a processing period of 1-business daysAs a Rouge client, your orders ship free and selecting USPS will not incur additional shipping chargesPlease 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 deliveryPlease 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 points to your Beauty Bank for the inconvenienceWe 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] (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 againYour representative then contacted them and they were able to offer as you suggested a signature required for deliveryI agreed to thisMy package pee your website was supposed to be out for delivery on 11/17/instead it was out for delivery on 11/16/at 7:amAt approximately 6:pm I called Ontrac to see if was typical for packages to be out for delivery for 12+ hoursThey said no and that the package was "probably back at the warehouse" as they do not have drivers in shift that longI 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 inI was not satisfied with this answer so I immediately called SephoraThey stated that because of the hour and drivers no longer being on the clock there was nothing I could do and "to give it hours"??? Thus was approximately at 6:45ish pmI then check the on Trac website again around 8:to see if they had undated any info to see that they have delivered my package at 6:at the "FRONT DOOR" but wait I though my package was upgraded to signature requiredWhen 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 homeShe said no as she just came in from work and they was no packageI asked her to send my nephew out side to check againHe went out side where coincidentally the drive had just pulled upThe driven then proceeds to hand my nephew the package and drives offNo signature no nothingNo even checking thag he truly lives thereSo how is this option feasible Sephora when according onTrac they delivered an hour earlier to the "front door" per their website with no signatureI believe this is completely unacceptable for me be oj ng a VIB Rouge memberFor me being someone that has shopped with your company at times both in store and online with the last days Final Business Response / [redacted] (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 requiredThe actual delivery methods are at the discretion of the driver We are happy to forward your feedback to OnTrac for youHowever, we are unable to change their policiesIf 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
Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ Below is a copy of the email this client was sent on 6/2/ Dear [redacted] , Thank you for contacting Sephora.com We received the complaint you submitted via the Revdex.com and appreciate that you have brought your concerns to our attention so that we may assist you further The information we have received indicates that your complaint is regarding the advertisement of our shipping times as well as delivery issues you encounteredOn these matters we are happy to provide clarity and thank you for allowing us to do so According to OnTrac, your order #XXXXXXXXXX was delivered on 5/29/as was estimated when your order was initially placed on 5/25/The shipping guidelines provided on Sephora.com show that your order was processed and delivered within the appropriately quoted timeframe of four business days as Monday 5/25/was a National Holiday With our apologies, we are unable to provide you with the refund you have requested as your Diorskin Nude Skin-Glowing Makeup was returned and refunded on 5/30/at the Sephora within the JCPenney located at Meridian Street in Puyallup, Washington In addition to being able to return Sephora.com orders to any of our physical Sephora stores, all Sephora.com orders are shipped with a pre-paid Merchandise Return Label so that you may instead return your items to us via the United States Postal Service, at no cost to you should you chose to We will use the feedback you have given to help improve the service we provide as Sephora is always striving for the best possible client experience 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
Dear [redacted] ,We have reviewed your Revdex.com complaint and sincerely apologize for your experience We appreciate the feedback that you have provided us with in regard to your experience at our Southpoint Sephora inside [redacted] store in [redacted] As a company we strive to provide our clients with the best service and we are sorry to hear about your experience Your feedback has been forwarded to the appropriate contact within the Sephora stores organization Sincerely,Sephora Client Services
Dear [redacted] , Thank you for your patience At this time, Sephora has addressed your concerns via private correspondence (outside the Revdex.com) as well as via the Revdex.com Due to the sensitive nature of this issue, we recommend that any further correspondence be sent directly to Sephora Regards, Sephora Client Services
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ Dear [redacted] , We have received your Revdex.com complaint and apologize for any confusion regarding your recent order attempt According to our records, the order including the Murad serum was attempted twice on October 17th, If an order attempt is made on Sephora.com, a pending hold is placed on the fundsIf the order is successful, Sephora settles the charge once the order has shippedIf the order is unsuccessfully placed, the pending hold falls off automatically within 1-business days, depending on your financial institution Upon review, our agents advised you of the 1-business day holdThe additional authorization on your account was released by your financial insitution as of October 20th, If the pending authorization still appears on your statement, we recommend reaching out to your financial institution as Sephora.com has not settled on this payment Regards, Sephora Client Services
Initial Business Response / [redacted] (1000, 6, 2015/12/23) */ Dear ***, We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty with your return We have ensured that the return was correctly processedPlease allow 3-business days (from Dec17, 2015) for this transaction to appear on your bank statement Please accept our apologies for the delay We hope you have an excellent holiday season! Sephora Client Services Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received my refund
Complaint: [redacted] I am rejecting this response because: This reply is irresponsible and perfunctoryHere is the email I replied to Sephora on [redacted] 30, [redacted] regarding to its reply I received on [redacted] 29, ***: I have got three points to make with the writing of this emailPlease take your time reading through the details, as I do not wish to write repeatedly with all the things that disturb me so muchIf this email reaches a personal that does not have the authority to look after this case, please forward it to a manager who has Firstly, I called the VIB Rouge number that was given yesterday ( [redacted] 29, ***) after I got your emailAlthough she said she is not high enough to look at this case, I was able to confirm with her the fact that before I contacted Sephora in Dec, no representative from Sephora ever came to me regarding to the outcome of the first investigation of order # [redacted] In ***, I called and waited more than business days I’m supposed to and called customer service afterwards, still, no replyEven in your system record, the result of the case is “unclear” and no person tried to reach back to meI saw no effort from Sephora of solving this problem, so I asked my bank to charge back, as simple as thatAn investigation from the bank is done and they supported my right to charge backI will never pay for a product that never gets to me Secondly, it is your responsibility to make sure your customer actually receives the product they paid forIf I am going to have the risk of not receiving the order, and I am the one responsible for that, you should have stated that loudly and clearly on the page before I make the paymentAt my apartment in Berkeley, only residents with a smart key would have access to the lobby where separate lockers are provided for packagesAssuming my order was shipped by Sephora and the carrier did his or her job, there is no way the package can be lostSephora had been telling me, “the investigation shows the package was delivered as the address,” but I clearly stated my apartment number # [redacted] in my shipping address, thus, my address is not just [redacted] If you insist it is the fault of the carrier, Sephora is the one signing contracts with them, not me, not the customersI take no responsibility for the loss of the package Lastly, it is a personal insult to me saying that I still owe Sephora $ [redacted] for a product I have never seenI have an outstanding credit history and never missed a bill in my life; I do not allow such a trumped charge to be placed on my head by a company that could not even deliver its productsI have been a loyal customer of Sephora for four years and spent thousands of dollars on SephoraI can’t believe how much trouble I have been had just for this order of only $ [redacted] You may only lose one customer todayHowever, if that is how you treat your customers, I had to say you destroyed it Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/01/14) */ Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize for the delay in delivering your order Upon review, the order was successfully marked as an expedited order through Sephora and may have been incorreclty processed within the UPS facilityWe regret that this error occurred and have refunded your Visa ending in for the shipping chargePlease allow 1-business days for this to appear on your financial statement We were unable to locate a Flash subscription on the account associated with the email [redacted] @stx.rr.com if you may have a secondary account on Sephora.com please contact our Beauty Advisors by phone so that we may verify information and ensure your Flash subscription applies to your primary account 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.We appreciate the feedback you have providedAs a company, we strive to provide the best service to our clients and your feedback is always welcomeYour 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 apologize if you have not been able to redeem your points for some of our new items in the Beauty BazaarWe would like all clients to have the opportunity to redeem their points for our exclusive offers and apologize if they are now out of stock We understand it may be difficult to redeem for the more exclusive items, as they are limited quantity, however we will be continuing this programRegards,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]
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 purchasesWe have more than store locations in the U.Sand CanadaThere 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= Thank you, Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, Martin [redacted]
Dear [redacted] , We sincerely apologize you feel we did not answer any questions you may have posedPlease restate your question so that we may assist you furtherThank you, Sephora Client Services
Initial Business Response / [redacted] (1000, 6, 2015/07/30) */ Dear ***, Thank you for contacting Sephora.com; we appreciate that you have brought your concerns to our attention so that we may assist you further Per the complaint you submitted to the Revdex.com you were attempting to return products to your local Sephora but did not have the receipt for them We are sorry that we cannot accept your return and you will not be able to make further non-receipted returns for a period of days Our decision is based, in part, on information provided by The Retail Equation (TRE)Your Return Activity Report (RAR) may help you understand the reason for our decisionA free copy of your RAR is available by visiting TRE online at https://RAR.TheRetailEquation.com This report is held in TRE's files for a period of days following a return warning or denialYou may also ensure the accuracy or completeness of any information in the RAR by following the dispute process If you prefer, TRE's Customer Service Office can be contacted at 1-855-835-(Monday - Friday, 8am-5pm Pacific) or by writing to The Retail Equation at [redacted] XXXXX-XXXXWhen contacting TRE, please have the transaction ID at the top of this slip, your ID number, full name, address, and phone number available 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 / [redacted] (3000, 8, 2015/07/30) */ I have also reviewed the "return history" for no receipt returns provided by Sephora's third party "verification" service showing that since I have had a total of no receipt returns, one of them being a partial exchange with receipt on my beauty insider cardreturns in years is absurd for someone to be banned from returning anything especially with Sephora's return policy stating to return something if you are "not completely satisfied", considering every time I had returned items I have received store credit and purchased more product the same day, purchasing more than the store credit amount out of my pocketAs a loyal Sephora customer I am still very upset and shocked at my treatment in store and being treated like a fraud and thief for an exchange and a return of a gift Final Business Response / [redacted] (4000, 11, 2015/08/14) */ Below is a copy of the email this client was provided on 8/14/2015: Dear ***, Thank you for bringing your continued concerns to our attention We understand that this information is frustrating and apologize that we are unable to reverse the decision While a product may show in a client's purchase history, the history cannot be used to facilitate a return as the history does not provide transactional information such as price paid, method of payment, or whether discounts were or were not providedThe purhcase history is intended to provide our clients with a quick reference to their favorite products they have purchased in the past We encourage you to reach out to TRE directly with further inquiries Regards, Sephora Client Services
Initial Business Response / [redacted] (1000, 10, 2016/01/25) */ Dear ***, We have reviewed your Revdex.com complaint and are very sorry to hear that your returns were not processed fully We would like to research the matter furtherPlease email our Beauty Concierge at [redacted] @sephora.com with the name of the Sephora store where the returns were made We look forward to hearing from you! Best, Sephora Client Services Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already emailed them many times with information regarding this matter and not until I contacted Revdex.com did I get any response from SephoraRight after contacting Revdex.com Sephora refunded my moneyI have been trying to get my refund since November it should not have taken them that longThank You Revdex.com for your assistance in this matter Final Business Response / [redacted] (4000, 14, 2016/02/08) */ Dear ***, We are thrilled to hear that you were refunded through the appropriate store! We are very sorry that we were unable to research the issue for you, but glad that it was resolvedPlease note that this was not due to the Revdex.com complaint as we were unable to research your complaint further We apologize for any inconvenience this may have caused and 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 Final Consumer Response / [redacted] (2000, 16, 2016/02/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Very unhappy with Sephora and the way this situation was handled I do not plan on ever shopping there again!!! I spend way too much money there as this is the only place I buy all my beauty/hair productsi also recommend Sephora to all my friends and family which I will not be doing anymoreThank you Revdex.com you can close this case
Complaint: [redacted] I am rejecting this response because: I do not have a beauty Insider account, I'' asked to sign up for one every time I shop however I refuse, I'' not a loyalty card kind of personAs stated, the [redacted] translucent powder seemed to have already been opened and used, the seal was removed from the component and also my foundation was cracked this was all noticed the evening I purchased from the [redacted] & [redacted] storeI couldn't return at that store because I had to catch a flught home the next morning The metal matte palette I bought as a gift and gave it to my roommate upon my return home inly to be told it too was brokenSo I don't know if the oalette was broken before I flew home or afterEither way, I shoukd have been allowed to do an even exchange at the [redacted] store with or without a receiptThat's all I wanted, an even exchange for the damanged itemsAnd the fact that corporate isn't even willing to help is the most asinine thing I have ever heardSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Thank you for your emailI believe that I have already wrote in my last email that since I was not using a US credit card, I could not file a complaint since my bank does not have this kind of policyToday I just received anonther SEPHORA package; it was placed right outside of the gate, where literally anyone could take and steal the packageLuckilly I went downstairs to pickup something at that time shortly after the delivery and fetched the packageI got lucky this timeHowever, I am astonished at how SEPHORA's carrier is handling and delivering packages, and especially how they could just confirmed delivery by leaving packages anywhere they likeToday's package has proved how SEPHORA's carrier is dealing with packagesAnd SEPHORA is asking the customer to be responsible for the lost of the packageThere is absolutely no reason for me to lie about anythingI have been a long time customer and have placed orders that worth moreThe way SEPHORA strongly refused to offer any way to make up for this is unacceptable, unreasonable and upsetting.Sincerely, [redacted] **
Dear ***, We have reviewed your Revdex.com complaint and apologize for your recent experience We were unable to locate the purchase on your Sephora account, but also noticed your Beauty Insider card is not associated with your online accountPlease provide your BI card number so that we may further research this purchase for you Generally speaking, all returns are made at a store's discretionAlso, please keep in mind that we only are able to accommodate if an item is defective or damaged upon purchase, and are not responsible for items that are purchased intact, and then broken Thank you for your patience and understanding Best regards, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: there's not solution and just being passed on to another department and wait for how long? I'm still stuck with the products and horrible experience.Sincerely, [redacted]