Hello ***, We sincerely apologize for your experience and we thank you for bringing this to our attentionUpon review of your account it does appear that you were assisted with a resolution on [redacted] We can confirm that $ [redacted] has been refunded back to the original form of payment, as a Sephora.com online store creditThis amount will automatically be applied to your next merchandise order, there is no special code that needs to be applied at check out We understand that you were able to print the Merchandise Return Label, however this system will not notify you if the return is eligible for return or notThis however, is an excellent suggestion and we would be more than happy to see if that can be integrated within the system Please note the our Return Policy can be found by visiting the following link: http://www.sephora.com/returns-exchanges The following link does state that we are unable to accept returns made after days and that items may not be returned by mail, and will not be refunded, days after the purchase date We are happy to see that you were able to be refunded for this order since you were not aware of our return policy prior to sending the return Should you have any questions please do not hesitate to reach out to us at 1-877-VIB- ONLY (1-877-842-6659) We thank you for all of your patience and understanding Regards, Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you for helping resolve this issueSincerely, [redacted]
Dear [redacted] , We fully understand your frustration and would like to reassure you we have reached out to our Mobile App team in regards to this issue We have added the $ [redacted] online store credit to your Beauty Insider accountThis credit never expires and will automatically apply to your next online order We hope you will shop with Sephora again, and thank you for your patience Regards, Sephora Client Services
Dear ***, We have reviewed your BBB complaint and sincerely apologize for the difficulty you experienced while attempting to place your order. We understand how frustrating this experience was and truly hope we can correct the issue. For your security over the internet, Sephora.com... verifies your address against the one that your bank has on file. We understand that due to your recent move, this may create a discrepancy between the entered billing and shipping address. We recommend using the preferred [redacted] formatting for the address entered in the Ship-To section, and entering your address exactly as your Financial institution has on file in the Billing section. We invite you to contact us at 1-877-SEPHORA (1-877-737-4672) so that one of our Beauty Advisors can assist you with placing your order. When you call in, we will be happy to waive expedited shipping on your order to ensure you receive your items as soon as possible. Our Beauty Advisors will also gladly walk you through our current selection of samples and promotions. Again, we are very sorry for this recent experience, and hope you will choose to shop with us again so that we can show you the kind of experience we strive to provide all our valued clients. We look forward to hearing from you, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: I was NEVER told anything by Sephora about the items having to be returned to their Distribution CentreI was simply told that I was being refunded for this orderAdditionally, upon checking the tracking, it also says the parcel was deliveredHowever, I have not even received itTherefore, ensure that the full refund os processed IMMEDIATELYI have had nothing but problems with Sephora's online ordering system and will not be purchasing anything from them again.Sincerely, [redacted] ***
Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize for your experience In reviewing your order # [redacted] it appears [redacted] is still currently working on locating the lost orderWe would like to apologize for any inconvenience caused and have refunded you for the order in the total amount of $ [redacted] to the form of online store credit as requested Additionally, we have also added $ [redacted] in online store credit to your account, which is the equivalent of applying Flash 1-Day Shipping to three ordersIf you would prefer to use this amount towards your merchandise total on a future order, the amount will apply automatically at checkout We hope you will choose to shop with Sephora again, and provide you the service we would like to give to all our valued clients Best regards, Sephora Client Services
Dear [redacted] , We appreciate the feedback that you have provided us with in regard to your missing [redacted] bag, and we are sorry to hear about your experienceWe have requested that this information be forwarded again to the store and they will review the information provided Thank you for your patience.Sincerely,Sephora Client Services
Complaint: [redacted] I am rejecting this response because: Hi there! Thanks for the response! It's actually much faster than I thoughtHowever, at this point, I really feel frustrated calling them againEvery time I called I had to explain to the beauty advisers what happened and they were really confusedI even got disconnected once after waiting in line for a whileBesides the pts are pretty useless to me, and the item I really wanted had been out of stock ever since I placed the order (I believe that was the reason why they just cancelled my order)I hope we can resolve this without requiring my time to call and wait in line and to explain it anymoreI'd rather take a 20% off coupon code than having to call them againSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: well first of all the fact that your solution to this problem is to tell me to dispute it with my credit card I've never experienced such poor customer service I am literally shocked at the way you are behaving with this situation you sent an email to me earlier today telling me that you were unable to file a claim with the post office but I've spoken with the post office twice both times they confirm that the shipper should file the claim and that they would only discuss very basic information with me the receiver I basically would confirm that I didn't receive the package which I've already confirmed with the post office and they tell me they've received no information from you and they also went on to tell me that when and if the claim is paid all monies would go to you not me so please explain to me why you haven't filed a claim why you haven't given the post office the information they need as I said before the post office has repeated this information twice to me now two different people to different times so when they claim is paid and you get your money and you still try to keep mine how do you justify that?Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: that is not correctI returned all of the items exactly as they were sent to meI opened several of the items and they were exactly what they were supposed to beSo for those items, I can 100% confirm they were sent back correctly, exactly as they were sent to meFor the other items, which you have yet to detail which they are, obviously I cannot comment on their contents since I didn't open them, but if they are incorrect items then that is not my error or issue as I sent back exactly what was sent to meI find it hard to believe that this was only brought to my attention after I reached out to Sephora for an update on my refundOriginally I was told a refund had been issued and was given a date and authorization numberThen I was told that the items were not correct and a refund couldn't be issuedSo, you lied a refund hadn't been issued? Curious that there was an authorization number and a date and the refund was for the exact amount it should have beenI am at a loss as to why I wasn't contacted once the return had been received and told of any issued regarding it or why it wasn't sent back to me with a note about the itemsThere was no mention to me of this until after I had reached out several times to find out about the refundAt this point, you have stolen my money and have the "wrong items" I returnedI also have yet to see proof of all these "wrong items" that were returnedI don't think I would be going to the trouble of contacting the Revdex.com and disputing the charge if I had sent back wrong items Sincerely, [redacted] Thank you for contacting Sephora in regards to your returned order # [redacted] In reviewing the information provided by our Distribution Center, we received items in your return shipmentThe 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 orderPlease contact your Financial Institution for your next steps
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 ***, 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 creditWe have initiated a refund to your original form of paymentYou should see this transaction appear within 3-business days We fully understand how frustrating it can be when items are not deliveredWe regret that as this item is now Out of Stock, we are unable to reship the order to youIf you would like assistance finding comparable products, please call our Beauty Advisors by phone at 1-877-SEPHORA (737-4672) Sincerely, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: Sephora has offered no way to resolve my complaintI still find it disturbing that refund decisions are ultimately not up to their own staff and that they rely completely on this third party to process returnsI am still requesting either an exchange or merchandise credit as a final resolutionSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ Dear ***, We have reviewed your Revdex.com complaint and sincerely apologize that you had a less than perfect experience We would love to research the incident further and see how we can better assist you Please email [redacted] @sephora.com with the following information: +The item name/number that you attempted to return/exchange +The item name/number that you attempted to return/exchange for We look forward to assisting you! Best, Sephora Client Services
Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize for the experience and any confusion that may have arisen from itWe 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 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 informationOnce 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
Dear [redacted] ***, We are genuinely sorry to hear that you did not receive your order # [redacted] and we have now refunded you in full for itA refund of $ [redacted] has been issued to your [redacted] accountPlease keep in mind that it may take approximately 3-business days to reflect this transaction When an item is refunded from an order where a Sephora Gift Card was used as a form of payment, these refunds are credited as online store creditThus, an online store credit of $ [redacted] has been issued to your online accountThe store credit does not expire and will automatically apply to your next Sephora.com orderPlease also note that in the future, should you have another order issue, contacting our Client Services department will result in a much more prompt resolutionTo do so, please call 1-877-SEPHORA (1-877-737-4672)We appreciate your understanding Sincerely, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: As stated in my original complaint, I have a physical disability that makes it unable for me to go to any Sephora in-sore locationI am seeking that my account be unsuspended within the next hours or further legal action will be taken against Sephora, including a lawsuitI have also filed a Human Rights Complaint against Sephora for Discrimination Please find attached an email message received from Beauty Advisor***, stating the above issue WOULD be resolved and corrected Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ We have read your submitted complaint and appreciate that you have provided us with the opportunity to assist you further and hopefully bring clarity to this situation We sincerely apologize for any confusion regarding the payment method that was applied to your online order that was placed on 11/8/During the ordering process on Sephora.com when payment information is entered on the checkout page and the back button is pressed before clicking the place order button, the new payment information entered will not be savedIt is correct that when this occurs there is no "pop up" warning advising that the payment is not saved and will need to be re-entered when the client continues again with checkoutIt is also correct that if there is a saved method of payment on the account and the client continues on with order placement, the saved method of payment will be appliedThis is not a technical glitchWe are very sorry if there was any misunderstanding regarding this during the checkout process and we will forward your feedback to the appropriate party However, when continuing on with the checkout process if the client presses the red "Place Order" button on the checkout page, a new screen will appearOn this screen all order details will be shown including all items in the shopping basket, the shipping address, promotional offers applied and the method of payment being usedThe method of payment will display the type of credit or debit card that is being applied, the last four numbers of the card, the expiration date and the billing address for the cardAt this stage the order has not been placed and the client has the opportunity to review all aspects of the order before submittingThere is also a clear reminder to the left of the "Place Order" button that states "Please review your order information.If everything is correct, click the Place Order button." In regards to your order that was placed on 11/8/2015, we reviewed your account and were able to see that you contacted us on 11/28/about this orderWe also issued an online store credit to your account for the amount equivalent to 20% of your merchandise total, for the promotion that you stated was missing for the order in question placed on 11/8/Our records show that this store credit was accepted and used in it's entirety in separate orders that were placed on 12/17/and 2/8/on your accountYou also stated that you had received your order and that items were missingWe placed a replacement order for the missing items at no additional charge on the same dayThis replacement order was delivered to you on 12/2/ There is no reference in the notes that were made on your account by the supervisor that assisted with your call on 11/28/stating that you asked that the credit card used on the order be refunded and a different credit card be charged for the orderThere are also no notations on your account stating that you had advised us that you did not intend for that credit card to be used as a method of payment on the order We were not able to find any correspondence from you in reference to the payment issue you are stating occured during order placement on 11/8/The only additional correspondence we received from you were in the form of emails that were sent to us on 12/17/Two inquires were made in the correspondenceOne requesting that an order that you placed on the same day be cancelledWe replied to you on that day advising that we could not cancel the orderOne additional inquiry regarding a return of merchandise that was sent back to usWe advised on the same day that the return had not yet been processed With the exception of this Revdex.com complaint opened on 10/26/2015, we have no record of any additional correspondence or attempt by you to contact us since 12/17/ Sephora is not responsible for any clients decision to not meet their financial obligations with their creditorsWe are under no obligation to pay any finance charges or late fees that are the result of any clients decision to not pay their creditors in a timely fashion for charges made on our website In the spirit of making your Sephora experience more enjoyable and for any misunderstandings that may have occured, we have enrolled you complimentary in the Flash day shipping programWe have also added an online store credit in the amount of $to your accountThis will allow you to upgrade future orders to one day shippingIf you choose not to upgrade the shipping, the store credit will automatically apply towards your order total 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sephora admitted that 1) its website defaults to a payment method that consumers did not intend to use which unwittingly forces them to use an unwanted, unintentional method of paymentIn my case, Sephora caused a significant charge to be charged to a credit card with high interest rates when I entered and intended to pay with a credit card with 0% interest; 2) when Sephora's website failed to properly deduct the 20% promotion code that it heavily marketed, SEPHORA MADE A UNILATERAL, SELF-INTERESTED DECISION to refuse a proper request for the refund of the 20% overcharge to be credited to my original form of payment and instead only present an offer for in-store credit which could only be used online By issuing a store credit which I could only use online, Sephora ensured that I would spend $1000, rather than $800, by forcing me to use money that I should have been free to use at my discretion, not in a way that only benefits SephoraI had no choice but to use the in-store credit on Sephora's terms because Sephora refused to refund my original form of payment which Sephora acknowledges was not my intended form of paymentI used the in-store credit as collateral for a proper creditI still have the merchandise and am happy to return it if Sephora provides a cash refund plus interest in the amount of $I DO NOT WANT THESE PRODUCTS AND AM HAPPY TO RETURN THEM IF SEPHORA WOULD ACT IN GOOD FAITH AND FOLLOW WHAT ALL OTHER MERCHANTS PRACTICEAPPLY ANY REFUND TO THE ORIGINAL FORM OF PAYMENTThis wasn't a matter of a lost receipt or items/prices/date of transaction that couldn't be verified which might justify a store creditI immediately reported the error and Sephora at all times was in possession of every detail of the transaction so Sephora had no reasonable basis to deny crediting a refund to my original form of payment I cannot control what the rude Sephora representative chose to document as my complaints and concerns for contacting SephoraMy complaints are consistent with my dispute since Dec with the issuing bank that Sephora forced me to use because, by its own admission, its website STEALTHILY defaults to another form of payment with proper notice to the consumerEven when I called to complain and have the transaction corrected, Sephora refused what should have been a simple dollar-for-dollar request Even now, Sephora offers a paltry and worthless compensation of free shipping that again drives business back to itselfSephora, even after admitting its errors in processing my order and failing to follow basic fundamental refund policies of applying any refund to the original form of payment, does nothing to resolve the substantive part of my complaint1) refund the original form of payment for the value of the 20% promotion that Sephora failed to properly apply to my $order PLUS 10% interest and DO NOT FORCE consumers to have to shop with Sephora by issuing store credits instead as a result of its own admitted errors, 2) reverse the transaction to the erroneous default form of payment which Sephora's website caused, and 3) charge that amount to my intended credit card Since Sephora refused to correct its own errors and resolve this transaction in good faith, I intended to return all the merchandise to the Palo Alto storeHowever, the night before I planned to return them, on Jan 2015, our car was broken into in front of our own houseThe original box, receipt, and merchandise were among several things stolen from the carI filed a police report and reported the more than $loss Sephora could have easily prevented all of this if it had just practiced good faith business practices and responded to my timely complaints and reports of errors made in an online transaction on sephora.comThat Sephora acknowledged that it was fully aware of these problems yet refused to fix them is entirely disturbingHowever, it's not surprising given Sephora's immediate response to issue a resolution entirely in its favor when I brought this issue to its attention and now, it does so again by extending a worthless offer that stands to benefit Sephora but not in any way, address the admitted root cause of the problems Final Business Response / [redacted] (4000, 9, 2015/11/17) */ Thank you for responding to our replyWe are happy to have the opportunity to offer further clarification Our website does not deliberately default to an unwanted payment methodIf a credit or debit card is saved in a client's account and the client has selected it as their default credit card, that card will automatically be applied as the method of paymentIf the client selects or enters a new method of payment and then proceeds to the place order screen, the new selected payment will be appliedAs we stated in our previous response to you, on Sephora.com during the checkout process if a client has entered or selected new payment information and navigates away from the checkout page the information will not be savedThis is not a stealthy attempt to deceive the client in any wayIt is simply the way the website functionsA message advising that the information is not saved is not displayedThis is not entirely unique to Sephora.comIt is not uncommon on many major retail websites to not have this type of messagingRegardless, when the client continues with the checkout process they will reach a final screen where the opportunity is given to review all aspects of the orderIt is the client's sole responsibility to review this information thoroughly and make any necessary corrections before placing the orderTherefore once the client has willingly pressed the place order button they are acknowledging that their entire order and payment information is correct and are authorizing Sephora to process the order and charge the credit or debit card that was displayed on the place order screen We could not find any indication in any correspondence or notes left by supervisors and agents that you advised us that you had made this payment error when placing your orderWe were not contacted by you immediately after you placed the orderYou contacted us via phone days later stating that you had applied a promotion code for a 20% discount and that discount had not been applied Even in the case that we had been advised that you had made a payment error on your order, we would not have been able to cancel the order or change the payment methodAt the time of your phone call to us the order had been delivered and in your possession for days and the payment settled We have once again reviewed the order in question placed on 11/8/The promotion code that was entered was [redacted] This was not the 20% off discount promotion code that you have stated we knowingly did not honorThis code was for a "Flawless Refresh" deluxe sample bagThis information would have also been displayed on the final checkout screen for you to reviewSephora can only accept one promotion code per orderThis policy is stated in the fine print of all offers, on the Customer Service information page, and in the promotion code section on the checkout screenAs a discount promotion code was not applied to the order we are not under any obligation to issue a refund in the amount of the discount When we spoke to you on 11/28/we agreed to extend the 20% discount to you in the form of an online store credit in the applicable amountAlthough a promotion code had been redeemed on the order, and the 20% promotion code had long expired, a supervisor approved the store credit as a onetime courtesyAs you have spent the store credit in its entirety that would indicate that you were satisfied with our courteous appeasement This online store credit was in no way offered as any type of collateral or promissory payment of any alleged debt owed to you by SephoraUnder no circumstances would Sephora offer or imply that they were making any type of promissory payment towards a credit card refund to be made to you at a later date As the purchases that were made with this store credit were made outside of our return time frame of days we would not be able to accept their return We have again reviewed your account and found that between 12/17/and 10/27/your account was not accessed by any Sephora Client Service agentsThis indicates that there was no communication from you during this period and that we had no knowledge of your ongoing dissatisfactionIn the absence of any continued communication from you up until 10/26/that you were unhappy with the store credit appeasement we could only come to the conclusion that you were satisfied We are genuinely sorry to hear that your car was burglarizedHowever Sephora is not in any way responsible for the theftThis was not caused by Sephora as we have no control over what our clients choose to do with their merchandise after purchasingThe merchandise ceases to be the responsibility of Sephora once it is in the client's possession It is always our goal at Sephora to make our clients happy and to work with them when any order problems ariseIn this case we have exhausted every reasonable solution that we have available for these issuesThe request to modify an order that was placed over a year ago by issuing a refund to the credit card on the order and to then charge another card is not reasonable or feasibleIt is also unreasonable to expect Sephora to be responsible for any consequences that have arose as a result of any client not meeting their financial obligations as we have previously stated We are sorry to hear that you do not find the offer of the store credit to be an adequate appeasement for the situationWe respect your decision to no longer choose to shop with usThe online store credit that we have recently issued will remain on your account should you decide to place an order in the future Final Consumer Response / [redacted] (4200, 14, 2015/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) My claim remains that Sephora charged the wrong credit card, making this purchase an unauthorized charge to my credit card Sephora's admission that it charged the wrong card: "on Sephora.com during the checkout process if a client has entered or selected new payment information and navigates away from the checkout page the information will not be savedThis is not a stealthy attempt to deceive the client in any wayIt is simply the way the website functions." Sephora states that its employees failed to document the nature of my call in which I expressly complained about the incorrect transactionHow can I, or any customer, control what Sephora chooses to document? I have maintained and documented since Dec that Sephora charged the wrong credit cardI have prior consistent statements of my claimsWhat Sephora employees failed to document is OUT OF ANY CUSTOMER'S CONTROL so Sephora turning to its own documentation which is not surprisingly in its favor is of NO USE Furthermore, Sephora admits that even if it had been notified of ITS error which it openly admits occurs on its website where my order was placed, Sephora would have refused to correct itThis supports my claim that Sephora did notb/c it admits that it would not havetake immediate necessary action to correct the error that I brought to its attention as soon as I learned about it Even now, Sephora unreasonably rejects the most obvious and simple solution: Charge the correct credit card that I intended to use and which I entered for payment which Sephora.com switched to a default card without providng me or any other innocent, unsuspecting customerany sort of prompt or notification of this substantial change for the correct amount including the 20% coupon code that I enteredRefund the original amount to the erroneously charged credit card If Sephora had only done the simple arithmetic, which I realize as a makeup company isn't its strongest suit, and corrected the form of payment when I brought it to its attention in Dec 2014which other merchants HAVE NO PROBLEM DOINGthis would have taken care of everythingNet zero transactionResponsive customer serviceAccountability for its errorSimple solution I am 77years old on a fixed income who was only trying to buy Christmas gifts for my five daughters and two granddaughters based on the promotional emails Sephora kept sending me of its 20% sale, I am shocked and aggrieved by the lack of customer service and refusal to take responsibility for its admitted errors and correct them with the simple straightforward solution especially by Sephora's corporate officeThis is elder abuse and fraud and misrepresentation by a multi-million dollar corporationI shall continue fighting this through the proper channels which apparently these days includes social media campaigns to get the public to weigh inWith Christmas once again upon us, I'm sure fellow shoppers will want to know to avoid a company like Sephora who admits its mistakes, refuses to correct them, and then only relies on selective documentation made by its employees over whom customers have no control when it comes to recording our complains accurately and thoroughly
RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]
Hello ***, We sincerely apologize for your experience and we thank you for bringing this to our attentionUpon review of your account it does appear that you were assisted with a resolution on [redacted] We can confirm that $ [redacted] has been refunded back to the original form of payment, as a Sephora.com online store creditThis amount will automatically be applied to your next merchandise order, there is no special code that needs to be applied at check out We understand that you were able to print the Merchandise Return Label, however this system will not notify you if the return is eligible for return or notThis however, is an excellent suggestion and we would be more than happy to see if that can be integrated within the system Please note the our Return Policy can be found by visiting the following link: http://www.sephora.com/returns-exchanges The following link does state that we are unable to accept returns made after days and that items may not be returned by mail, and will not be refunded, days after the purchase date We are happy to see that you were able to be refunded for this order since you were not aware of our return policy prior to sending the return Should you have any questions please do not hesitate to reach out to us at 1-877-VIB- ONLY (1-877-842-6659) We thank you for all of your patience and understanding Regards, Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you for helping resolve this issueSincerely, [redacted]
Dear [redacted] , We fully understand your frustration and would like to reassure you we have reached out to our Mobile App team in regards to this issue We have added the $ [redacted] online store credit to your Beauty Insider accountThis credit never expires and will automatically apply to your next online order We hope you will shop with Sephora again, and thank you for your patience Regards, Sephora Client Services
Dear ***, We have reviewed your BBB complaint and sincerely apologize for the difficulty you experienced while attempting to place your order. We understand how frustrating this experience was and truly hope we can correct the issue. For your security over the internet, Sephora.com... verifies your address against the one that your bank has on file. We understand that due to your recent move, this may create a discrepancy between the entered billing and shipping address. We recommend using the preferred [redacted] formatting for the address entered in the Ship-To section, and entering your address exactly as your Financial institution has on file in the Billing section. We invite you to contact us at 1-877-SEPHORA (1-877-737-4672) so that one of our Beauty Advisors can assist you with placing your order. When you call in, we will be happy to waive expedited shipping on your order to ensure you receive your items as soon as possible. Our Beauty Advisors will also gladly walk you through our current selection of samples and promotions. Again, we are very sorry for this recent experience, and hope you will choose to shop with us again so that we can show you the kind of experience we strive to provide all our valued clients. We look forward to hearing from you, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: I was NEVER told anything by Sephora about the items having to be returned to their Distribution CentreI was simply told that I was being refunded for this orderAdditionally, upon checking the tracking, it also says the parcel was deliveredHowever, I have not even received itTherefore, ensure that the full refund os processed IMMEDIATELYI have had nothing but problems with Sephora's online ordering system and will not be purchasing anything from them again.Sincerely, [redacted] ***
Hi ***, Thank you for your patience We have responded to your email and hope to hear from you soon! Best regards, Sephora Client Services
Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize for your experience In reviewing your order # [redacted] it appears [redacted] is still currently working on locating the lost orderWe would like to apologize for any inconvenience caused and have refunded you for the order in the total amount of $ [redacted] to the form of online store credit as requested Additionally, we have also added $ [redacted] in online store credit to your account, which is the equivalent of applying Flash 1-Day Shipping to three ordersIf you would prefer to use this amount towards your merchandise total on a future order, the amount will apply automatically at checkout We hope you will choose to shop with Sephora again, and provide you the service we would like to give to all our valued clients Best regards, Sephora Client Services
Dear [redacted] , We appreciate the feedback that you have provided us with in regard to your missing [redacted] bag, and we are sorry to hear about your experienceWe have requested that this information be forwarded again to the store and they will review the information provided Thank you for your patience.Sincerely,Sephora Client Services
Complaint: [redacted] I am rejecting this response because: Hi there! Thanks for the response! It's actually much faster than I thoughtHowever, at this point, I really feel frustrated calling them againEvery time I called I had to explain to the beauty advisers what happened and they were really confusedI even got disconnected once after waiting in line for a whileBesides the pts are pretty useless to me, and the item I really wanted had been out of stock ever since I placed the order (I believe that was the reason why they just cancelled my order)I hope we can resolve this without requiring my time to call and wait in line and to explain it anymoreI'd rather take a 20% off coupon code than having to call them againSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: well first of all the fact that your solution to this problem is to tell me to dispute it with my credit card I've never experienced such poor customer service I am literally shocked at the way you are behaving with this situation you sent an email to me earlier today telling me that you were unable to file a claim with the post office but I've spoken with the post office twice both times they confirm that the shipper should file the claim and that they would only discuss very basic information with me the receiver I basically would confirm that I didn't receive the package which I've already confirmed with the post office and they tell me they've received no information from you and they also went on to tell me that when and if the claim is paid all monies would go to you not me so please explain to me why you haven't filed a claim why you haven't given the post office the information they need as I said before the post office has repeated this information twice to me now two different people to different times so when they claim is paid and you get your money and you still try to keep mine how do you justify that?Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: that is not correctI returned all of the items exactly as they were sent to meI opened several of the items and they were exactly what they were supposed to beSo for those items, I can 100% confirm they were sent back correctly, exactly as they were sent to meFor the other items, which you have yet to detail which they are, obviously I cannot comment on their contents since I didn't open them, but if they are incorrect items then that is not my error or issue as I sent back exactly what was sent to meI find it hard to believe that this was only brought to my attention after I reached out to Sephora for an update on my refundOriginally I was told a refund had been issued and was given a date and authorization numberThen I was told that the items were not correct and a refund couldn't be issuedSo, you lied a refund hadn't been issued? Curious that there was an authorization number and a date and the refund was for the exact amount it should have beenI am at a loss as to why I wasn't contacted once the return had been received and told of any issued regarding it or why it wasn't sent back to me with a note about the itemsThere was no mention to me of this until after I had reached out several times to find out about the refundAt this point, you have stolen my money and have the "wrong items" I returnedI also have yet to see proof of all these "wrong items" that were returnedI don't think I would be going to the trouble of contacting the Revdex.com and disputing the charge if I had sent back wrong items Sincerely, [redacted] Thank you for contacting Sephora in regards to your returned order # [redacted] In reviewing the information provided by our Distribution Center, we received items in your return shipmentThe 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 orderPlease contact your Financial Institution for your next steps
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 ***, 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 creditWe have initiated a refund to your original form of paymentYou should see this transaction appear within 3-business days We fully understand how frustrating it can be when items are not deliveredWe regret that as this item is now Out of Stock, we are unable to reship the order to youIf you would like assistance finding comparable products, please call our Beauty Advisors by phone at 1-877-SEPHORA (737-4672) Sincerely, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: Sephora has offered no way to resolve my complaintI still find it disturbing that refund decisions are ultimately not up to their own staff and that they rely completely on this third party to process returnsI am still requesting either an exchange or merchandise credit as a final resolutionSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ Dear ***, We have reviewed your Revdex.com complaint and sincerely apologize that you had a less than perfect experience We would love to research the incident further and see how we can better assist you Please email [redacted] @sephora.com with the following information: +The item name/number that you attempted to return/exchange +The item name/number that you attempted to return/exchange for We look forward to assisting you! Best, Sephora Client Services
Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize for the experience and any confusion that may have arisen from itWe 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 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 informationOnce 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
Dear [redacted] ***, We are genuinely sorry to hear that you did not receive your order # [redacted] and we have now refunded you in full for itA refund of $ [redacted] has been issued to your [redacted] accountPlease keep in mind that it may take approximately 3-business days to reflect this transaction When an item is refunded from an order where a Sephora Gift Card was used as a form of payment, these refunds are credited as online store creditThus, an online store credit of $ [redacted] has been issued to your online accountThe store credit does not expire and will automatically apply to your next Sephora.com orderPlease also note that in the future, should you have another order issue, contacting our Client Services department will result in a much more prompt resolutionTo do so, please call 1-877-SEPHORA (1-877-737-4672)We appreciate your understanding Sincerely, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: As stated in my original complaint, I have a physical disability that makes it unable for me to go to any Sephora in-sore locationI am seeking that my account be unsuspended within the next hours or further legal action will be taken against Sephora, including a lawsuitI have also filed a Human Rights Complaint against Sephora for Discrimination Please find attached an email message received from Beauty Advisor***, stating the above issue WOULD be resolved and corrected Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ We have read your submitted complaint and appreciate that you have provided us with the opportunity to assist you further and hopefully bring clarity to this situation We sincerely apologize for any confusion regarding the payment method that was applied to your online order that was placed on 11/8/During the ordering process on Sephora.com when payment information is entered on the checkout page and the back button is pressed before clicking the place order button, the new payment information entered will not be savedIt is correct that when this occurs there is no "pop up" warning advising that the payment is not saved and will need to be re-entered when the client continues again with checkoutIt is also correct that if there is a saved method of payment on the account and the client continues on with order placement, the saved method of payment will be appliedThis is not a technical glitchWe are very sorry if there was any misunderstanding regarding this during the checkout process and we will forward your feedback to the appropriate party However, when continuing on with the checkout process if the client presses the red "Place Order" button on the checkout page, a new screen will appearOn this screen all order details will be shown including all items in the shopping basket, the shipping address, promotional offers applied and the method of payment being usedThe method of payment will display the type of credit or debit card that is being applied, the last four numbers of the card, the expiration date and the billing address for the cardAt this stage the order has not been placed and the client has the opportunity to review all aspects of the order before submittingThere is also a clear reminder to the left of the "Place Order" button that states "Please review your order information.If everything is correct, click the Place Order button." In regards to your order that was placed on 11/8/2015, we reviewed your account and were able to see that you contacted us on 11/28/about this orderWe also issued an online store credit to your account for the amount equivalent to 20% of your merchandise total, for the promotion that you stated was missing for the order in question placed on 11/8/Our records show that this store credit was accepted and used in it's entirety in separate orders that were placed on 12/17/and 2/8/on your accountYou also stated that you had received your order and that items were missingWe placed a replacement order for the missing items at no additional charge on the same dayThis replacement order was delivered to you on 12/2/ There is no reference in the notes that were made on your account by the supervisor that assisted with your call on 11/28/stating that you asked that the credit card used on the order be refunded and a different credit card be charged for the orderThere are also no notations on your account stating that you had advised us that you did not intend for that credit card to be used as a method of payment on the order We were not able to find any correspondence from you in reference to the payment issue you are stating occured during order placement on 11/8/The only additional correspondence we received from you were in the form of emails that were sent to us on 12/17/Two inquires were made in the correspondenceOne requesting that an order that you placed on the same day be cancelledWe replied to you on that day advising that we could not cancel the orderOne additional inquiry regarding a return of merchandise that was sent back to usWe advised on the same day that the return had not yet been processed With the exception of this Revdex.com complaint opened on 10/26/2015, we have no record of any additional correspondence or attempt by you to contact us since 12/17/ Sephora is not responsible for any clients decision to not meet their financial obligations with their creditorsWe are under no obligation to pay any finance charges or late fees that are the result of any clients decision to not pay their creditors in a timely fashion for charges made on our website In the spirit of making your Sephora experience more enjoyable and for any misunderstandings that may have occured, we have enrolled you complimentary in the Flash day shipping programWe have also added an online store credit in the amount of $to your accountThis will allow you to upgrade future orders to one day shippingIf you choose not to upgrade the shipping, the store credit will automatically apply towards your order total 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sephora admitted that 1) its website defaults to a payment method that consumers did not intend to use which unwittingly forces them to use an unwanted, unintentional method of paymentIn my case, Sephora caused a significant charge to be charged to a credit card with high interest rates when I entered and intended to pay with a credit card with 0% interest; 2) when Sephora's website failed to properly deduct the 20% promotion code that it heavily marketed, SEPHORA MADE A UNILATERAL, SELF-INTERESTED DECISION to refuse a proper request for the refund of the 20% overcharge to be credited to my original form of payment and instead only present an offer for in-store credit which could only be used online By issuing a store credit which I could only use online, Sephora ensured that I would spend $1000, rather than $800, by forcing me to use money that I should have been free to use at my discretion, not in a way that only benefits SephoraI had no choice but to use the in-store credit on Sephora's terms because Sephora refused to refund my original form of payment which Sephora acknowledges was not my intended form of paymentI used the in-store credit as collateral for a proper creditI still have the merchandise and am happy to return it if Sephora provides a cash refund plus interest in the amount of $I DO NOT WANT THESE PRODUCTS AND AM HAPPY TO RETURN THEM IF SEPHORA WOULD ACT IN GOOD FAITH AND FOLLOW WHAT ALL OTHER MERCHANTS PRACTICEAPPLY ANY REFUND TO THE ORIGINAL FORM OF PAYMENTThis wasn't a matter of a lost receipt or items/prices/date of transaction that couldn't be verified which might justify a store creditI immediately reported the error and Sephora at all times was in possession of every detail of the transaction so Sephora had no reasonable basis to deny crediting a refund to my original form of payment I cannot control what the rude Sephora representative chose to document as my complaints and concerns for contacting SephoraMy complaints are consistent with my dispute since Dec with the issuing bank that Sephora forced me to use because, by its own admission, its website STEALTHILY defaults to another form of payment with proper notice to the consumerEven when I called to complain and have the transaction corrected, Sephora refused what should have been a simple dollar-for-dollar request Even now, Sephora offers a paltry and worthless compensation of free shipping that again drives business back to itselfSephora, even after admitting its errors in processing my order and failing to follow basic fundamental refund policies of applying any refund to the original form of payment, does nothing to resolve the substantive part of my complaint1) refund the original form of payment for the value of the 20% promotion that Sephora failed to properly apply to my $order PLUS 10% interest and DO NOT FORCE consumers to have to shop with Sephora by issuing store credits instead as a result of its own admitted errors, 2) reverse the transaction to the erroneous default form of payment which Sephora's website caused, and 3) charge that amount to my intended credit card Since Sephora refused to correct its own errors and resolve this transaction in good faith, I intended to return all the merchandise to the Palo Alto storeHowever, the night before I planned to return them, on Jan 2015, our car was broken into in front of our own houseThe original box, receipt, and merchandise were among several things stolen from the carI filed a police report and reported the more than $loss Sephora could have easily prevented all of this if it had just practiced good faith business practices and responded to my timely complaints and reports of errors made in an online transaction on sephora.comThat Sephora acknowledged that it was fully aware of these problems yet refused to fix them is entirely disturbingHowever, it's not surprising given Sephora's immediate response to issue a resolution entirely in its favor when I brought this issue to its attention and now, it does so again by extending a worthless offer that stands to benefit Sephora but not in any way, address the admitted root cause of the problems Final Business Response / [redacted] (4000, 9, 2015/11/17) */ Thank you for responding to our replyWe are happy to have the opportunity to offer further clarification Our website does not deliberately default to an unwanted payment methodIf a credit or debit card is saved in a client's account and the client has selected it as their default credit card, that card will automatically be applied as the method of paymentIf the client selects or enters a new method of payment and then proceeds to the place order screen, the new selected payment will be appliedAs we stated in our previous response to you, on Sephora.com during the checkout process if a client has entered or selected new payment information and navigates away from the checkout page the information will not be savedThis is not a stealthy attempt to deceive the client in any wayIt is simply the way the website functionsA message advising that the information is not saved is not displayedThis is not entirely unique to Sephora.comIt is not uncommon on many major retail websites to not have this type of messagingRegardless, when the client continues with the checkout process they will reach a final screen where the opportunity is given to review all aspects of the orderIt is the client's sole responsibility to review this information thoroughly and make any necessary corrections before placing the orderTherefore once the client has willingly pressed the place order button they are acknowledging that their entire order and payment information is correct and are authorizing Sephora to process the order and charge the credit or debit card that was displayed on the place order screen We could not find any indication in any correspondence or notes left by supervisors and agents that you advised us that you had made this payment error when placing your orderWe were not contacted by you immediately after you placed the orderYou contacted us via phone days later stating that you had applied a promotion code for a 20% discount and that discount had not been applied Even in the case that we had been advised that you had made a payment error on your order, we would not have been able to cancel the order or change the payment methodAt the time of your phone call to us the order had been delivered and in your possession for days and the payment settled We have once again reviewed the order in question placed on 11/8/The promotion code that was entered was [redacted] This was not the 20% off discount promotion code that you have stated we knowingly did not honorThis code was for a "Flawless Refresh" deluxe sample bagThis information would have also been displayed on the final checkout screen for you to reviewSephora can only accept one promotion code per orderThis policy is stated in the fine print of all offers, on the Customer Service information page, and in the promotion code section on the checkout screenAs a discount promotion code was not applied to the order we are not under any obligation to issue a refund in the amount of the discount When we spoke to you on 11/28/we agreed to extend the 20% discount to you in the form of an online store credit in the applicable amountAlthough a promotion code had been redeemed on the order, and the 20% promotion code had long expired, a supervisor approved the store credit as a onetime courtesyAs you have spent the store credit in its entirety that would indicate that you were satisfied with our courteous appeasement This online store credit was in no way offered as any type of collateral or promissory payment of any alleged debt owed to you by SephoraUnder no circumstances would Sephora offer or imply that they were making any type of promissory payment towards a credit card refund to be made to you at a later date As the purchases that were made with this store credit were made outside of our return time frame of days we would not be able to accept their return We have again reviewed your account and found that between 12/17/and 10/27/your account was not accessed by any Sephora Client Service agentsThis indicates that there was no communication from you during this period and that we had no knowledge of your ongoing dissatisfactionIn the absence of any continued communication from you up until 10/26/that you were unhappy with the store credit appeasement we could only come to the conclusion that you were satisfied We are genuinely sorry to hear that your car was burglarizedHowever Sephora is not in any way responsible for the theftThis was not caused by Sephora as we have no control over what our clients choose to do with their merchandise after purchasingThe merchandise ceases to be the responsibility of Sephora once it is in the client's possession It is always our goal at Sephora to make our clients happy and to work with them when any order problems ariseIn this case we have exhausted every reasonable solution that we have available for these issuesThe request to modify an order that was placed over a year ago by issuing a refund to the credit card on the order and to then charge another card is not reasonable or feasibleIt is also unreasonable to expect Sephora to be responsible for any consequences that have arose as a result of any client not meeting their financial obligations as we have previously stated We are sorry to hear that you do not find the offer of the store credit to be an adequate appeasement for the situationWe respect your decision to no longer choose to shop with usThe online store credit that we have recently issued will remain on your account should you decide to place an order in the future Final Consumer Response / [redacted] (4200, 14, 2015/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) My claim remains that Sephora charged the wrong credit card, making this purchase an unauthorized charge to my credit card Sephora's admission that it charged the wrong card: "on Sephora.com during the checkout process if a client has entered or selected new payment information and navigates away from the checkout page the information will not be savedThis is not a stealthy attempt to deceive the client in any wayIt is simply the way the website functions." Sephora states that its employees failed to document the nature of my call in which I expressly complained about the incorrect transactionHow can I, or any customer, control what Sephora chooses to document? I have maintained and documented since Dec that Sephora charged the wrong credit cardI have prior consistent statements of my claimsWhat Sephora employees failed to document is OUT OF ANY CUSTOMER'S CONTROL so Sephora turning to its own documentation which is not surprisingly in its favor is of NO USE Furthermore, Sephora admits that even if it had been notified of ITS error which it openly admits occurs on its website where my order was placed, Sephora would have refused to correct itThis supports my claim that Sephora did notb/c it admits that it would not havetake immediate necessary action to correct the error that I brought to its attention as soon as I learned about it Even now, Sephora unreasonably rejects the most obvious and simple solution: Charge the correct credit card that I intended to use and which I entered for payment which Sephora.com switched to a default card without providng me or any other innocent, unsuspecting customerany sort of prompt or notification of this substantial change for the correct amount including the 20% coupon code that I enteredRefund the original amount to the erroneously charged credit card If Sephora had only done the simple arithmetic, which I realize as a makeup company isn't its strongest suit, and corrected the form of payment when I brought it to its attention in Dec 2014which other merchants HAVE NO PROBLEM DOINGthis would have taken care of everythingNet zero transactionResponsive customer serviceAccountability for its errorSimple solution I am 77years old on a fixed income who was only trying to buy Christmas gifts for my five daughters and two granddaughters based on the promotional emails Sephora kept sending me of its 20% sale, I am shocked and aggrieved by the lack of customer service and refusal to take responsibility for its admitted errors and correct them with the simple straightforward solution especially by Sephora's corporate officeThis is elder abuse and fraud and misrepresentation by a multi-million dollar corporationI shall continue fighting this through the proper channels which apparently these days includes social media campaigns to get the public to weigh inWith Christmas once again upon us, I'm sure fellow shoppers will want to know to avoid a company like Sephora who admits its mistakes, refuses to correct them, and then only relies on selective documentation made by its employees over whom customers have no control when it comes to recording our complains accurately and thoroughly
RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]