Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize for this experience In reviewing your correspondence with our Beauty Advisors, it appears that you have been advised via email that we can either refund you for the order or reship your order to an alternative address Please contact our Beauty Advisors by phone at your earliest convenience so that we may continue to assist you Best regards, Sephora Client Services
Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ Dear [redacted] , We have received your Revdex.com complaint and are sorry to see that there may be some confusion regarding your account Upon review, only one order was placed on your accountThis order was placed 7/22/and shown as delivered on 7/24/This is the only charge within our records made to your Visa It appears that in October, you disputed the charges for the order through your bank, however it was not until 11/10/that our agents were notified that you had not received the packageA second dispute has been filed and is currently in progress Per our records, when you spoke with our agents on 11/10/2015, they reviewed the only order that we have on file in this account with you, however you confirmed it was not the order you were inquiring about As you have stated the order in question was placed through JCPenney, we highly recommend contacting them directly at X-XXX-XXX-XXXX so that they may research your order We believe that your Case Description may be dealing with two separate companiesIn regards to any issues with Sephora, we are happy to assistHowever please keep in mind that while the credit card dispute is in progress, we are not able to fully address the lost orderWe regret that we are unable to speak on behalf of JCPenney and your order placed through their website Regards, Sephora Client Services
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ Dear [redacted] , We have received your Revdex.com complaint and sincerely apologize the samples and deluxe sample were missing from your recent order Our standard process for these situations is to add points for the missing samples and points for any deluxe samplesUpon review, your account has been credited a total of points We fully understand your frustration with the missing samples and have reviewed your desired resolutionWe regret that the samples you had requested are currently out of stockHowever, in place of the missing samples, we have added additional points to your Beauty Bank and will also waive your shipping fees on your next online order To take advantage of the waived shipping, please contact our Beauty Advisors at 1-877-SEPHORA (X-XXX-XXX-XXXX) by phone before placing your next orderOur Beauty Advisors will assist you in placing your order, and once it has shipped will refund any shipping fees to your original form of payment Again, we sincerely apologize that your samples were not included in the original orderShould you like to try a specific product, we highly encourage you to visit us in storeOur Cast Members can create samples for you of the products we have available for purchase in store Regards, Sephora Client Services Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 Thank you very much for your help in this matter Sincerely, [redacted]
Dear MsLee, We understand that this experience is frustrating We have confirmed with our Distribution Center that the items from your order # [redacted] were returned empty and we regret that we are unable to have these items returned to you at this time We remain unable to take further action in regards to any additional returns on this account until the disputes that have been filed, have been resolved and/or closedFor further assistance in regards to your dispute, please contact your financial institution directly Thank you for your understanding, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: The store manager at the sephora store said you guys have one year policy returnI am not worry about the return or get my money back, it is a principle in customer serviceTake care of your customers if you want their businessI already file the claim with the return consumer, they took me off the list a long time agoPlease take back the flash subscription,I will more than happy to pay $ [redacted] subscription if I need day shipping there is only a few things that I need to get from sephora because the exclusive, but I am more than happy to give my business to ***, [redacted] where they ***at me like I am their customerI just want to give you guys a feedback how your customer department ***at their customer, if my concern has been address properlyI would never file complaint with Revdex.comSincerely, [redacted]
Dear sir, We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience We understand that this situation has been frustrating and confusing and would like to make this rightPlease call our Beauty Advisors at 1-877-SEPHORA (737-4672) before 12/31/We will be happy to replace the order with you by phone and apply the 20% off discountWe regret that any items that are out of stock will not be able to be purchased In addition, we have also added points to your Beauty Bank as an apologyThese points never expire, and are the equivalent to having spent dollars with SephoraWe welcome you to redeem these points in store or with an online order Best regards, Sephora Client Services
Dear [redacted] , We apologize for any confusion in regards to our previous response There should be no difficulty placing an online order on your account We invite you to call us at 1-877-SEPHORA (1-877-737-4672) if you would like assistance placing your order by phone Thank you, Sephora Client Services
Dear [redacted] , Thank you for your responseWe have forwarded all information to the appropriate department for review As an apology for this experience, we have added an online store credit in the amount of $ [redacted] to your Sephora account to assist with previous discrepanciesThis credit never expires and will automatically apply to your next Sephora order Best regards, Sephora Client Services
Complaint: [redacted] I am rejecting this response because:This is e-gift cardI didn't lostAnd the card is reedmed in Other stateSo this is absolutely stolen by your gift card systemYour company should response itSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Can someone let me know about the outcome of my case? I also would like to know since I was not able to purchase items online I lost my premium VIB Rouge membership can they leave me in that teir because of the inconvenienceThis really wasn't my fault but I was penalized because of the issue created by Sephora and I explained the issue to several people and my account was blocked for over a monthSincerely, [redacted] ***
Dear ***, We have reviewed your Revdex.com complaint and sincerely apologize for this experience It appears you were able to successfully place an order for the Dior J’adore Eau de Parfum using the $ [redacted] online store credit that had been placed on your online account after your original order had been cancelledWe understand that having your order cancelled can be frustrating, and hope you will give us the chance to show you the kind of experience we strive to offer all our valued clients We have added points to your Beauty Bank as an apology for this experienceYour points never expire and may be redeemed online or in store Best wishes, Sephora Client Services
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Please close the order as we found the receipt and handled the matterThanks BBB
Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ We have reviewed your complaint and would like to thank you for bringing this matter to our attention so that we may offer a solutionWe sincerely apologize that it has taken so long for you to receive your refundWe are very sorry to hear that it has been necessary for you to contact us as many times as you had We immediately brought the matter of your refund to the attention of a supervisorThey found that the refund had been processed incorrectly and they have since corrected the problemWe will send all of the details regarding the refund to you in a private email for your securityPlease rest assured that although you had been promised in the past that the problem was corrected, we have double checked that everything was done correctly today We have also added points to your Beauty Bank for all of the inconvenience experiencedThese points never expire and can be redeemed for deluxe size samplesAdditionally we would like to send you a little gift as a thank you for all of your patienceWe will also confirm the details of this in the email Thank you again for giving us the opportunity to assist youWe 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] (2000, 8, 2015/11/18) */ complaint is resolvedrefund received 11/
Dear [redacted] , Thank you for contacting Sephora.We appreciate the feedback that you have provided us with in regard to your experience at our [redacted] Mall Sephora store in [redacted] As a company we strive to provide our clients with the best service and we are sorry to hear about your experienceThis feedback has been forwarded to the appropriate contact within the Sephora stores organization We sincerely apologize that you had previous returns processed incorrectly in store, and have added $ [redacted] in store credit to your online accountThis store credit never expires and is the equivalent to applying Flash 1-Day Shipping to three online orders There is a process to dispute the accuracy or completeness of any information contained in the RAR reportWe regret that we are unable to file this dispute on your behalf, however we strongly encourage you do dispute the TRE decision We hope you will choose to shop with Sephora again in the future, and thank you for being a Rouge client at SephoraRegards,Sephora Client Services
Dear ***, We have reviewed your Revdex.com complaint and sincerely apologize for your ordering experience with us As a company, we strive to provide the best service to our clients and your feedback is always welcome Your information will be forwarded to the appropriate department within our organization and they will do their best to incorporate your feedback in our future endeavors In reviewing your order, it appears you have already been refunded to the original form of paymentThis transaction should be available in your billing statement shortly We truly apologize for this experience and we hope that you will choose to shop with Sephora again in the future so that we can show you the type of experience we strive to provide all our valued clients Best wishes, Sephora Client Services
Dear***, We have reviewed your BBB complaint and sincerely apologize for your recent experience. We have refunded your [redacted] ending in *** in the amount of $ [redacted] . Please allow up to 10 business days for this transaction to appear in your billing statement.... This situation has been frustrating and we are very sorry for the delay. In future, we strongly recommend contacting our Beauty Advisors by phone for issues such as this. Best regards, Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for any confusion
We are very sorry to hear that your return was denied through ***Our Return Policy states that:
"Returns without a receipt or which cannot otherwise be verified, will require a valid government issued
photo ID that wil be swimped, scanned or manually recorded at the time of the return
Information from your ID will be retained in a third party database of customer return activity that Sephora uses to authorize returns and prevent fraudInformation in this database will not be used for marketing purposes."
We regret that our stores are unable to override a *** decision, however the information you provided in your Revdex.com complaint may be used to contest your RAR that was provided by ***We invite you to contact *** for more information on your next steps
Thank you for your patience and understanding in this matterWe understand it may be frustrating
Best,
Sephora Client ServicesTell us why here
Dear***,
We apologize for any confusion in regards to our previous response
Due to the sensitive nature of your complaint, the information was forwarded to our Fraud department to further investigate any fraudulent charges you may have seen on your ***This is an issue that is beyond the general scope of Client Services
The online store credit in the amount of $*** will cover expedited 1-Day Shipping on a future orderAlternatively, the store credit may be used towards your merchandise totalYour online store credit never expires, and will automatically apply towards your next order
For information on our Beauty Insider Program and how points work, please visit:
https://www.sephora.com/profile/beautyInsider/?tab=bi&mediaId=
Thank you again for your patience in this matter
Best regards,
Sephora Client Services
Dear ***,
We are very sorry to hear you have not been contacted by the store
We have resubmitted your complaint as a priority requestThe store will contact you within the next business days
Thank you,
Sephora Client Services
Dear [redacted] , We have reviewed your Revdex.com complaint and sincerely apologize for this experience In reviewing your correspondence with our Beauty Advisors, it appears that you have been advised via email that we can either refund you for the order or reship your order to an alternative address Please contact our Beauty Advisors by phone at your earliest convenience so that we may continue to assist you Best regards, Sephora Client Services
Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ Dear [redacted] , We have received your Revdex.com complaint and are sorry to see that there may be some confusion regarding your account Upon review, only one order was placed on your accountThis order was placed 7/22/and shown as delivered on 7/24/This is the only charge within our records made to your Visa It appears that in October, you disputed the charges for the order through your bank, however it was not until 11/10/that our agents were notified that you had not received the packageA second dispute has been filed and is currently in progress Per our records, when you spoke with our agents on 11/10/2015, they reviewed the only order that we have on file in this account with you, however you confirmed it was not the order you were inquiring about As you have stated the order in question was placed through JCPenney, we highly recommend contacting them directly at X-XXX-XXX-XXXX so that they may research your order We believe that your Case Description may be dealing with two separate companiesIn regards to any issues with Sephora, we are happy to assistHowever please keep in mind that while the credit card dispute is in progress, we are not able to fully address the lost orderWe regret that we are unable to speak on behalf of JCPenney and your order placed through their website Regards, Sephora Client Services
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ Dear [redacted] , We have received your Revdex.com complaint and sincerely apologize the samples and deluxe sample were missing from your recent order Our standard process for these situations is to add points for the missing samples and points for any deluxe samplesUpon review, your account has been credited a total of points We fully understand your frustration with the missing samples and have reviewed your desired resolutionWe regret that the samples you had requested are currently out of stockHowever, in place of the missing samples, we have added additional points to your Beauty Bank and will also waive your shipping fees on your next online order To take advantage of the waived shipping, please contact our Beauty Advisors at 1-877-SEPHORA (X-XXX-XXX-XXXX) by phone before placing your next orderOur Beauty Advisors will assist you in placing your order, and once it has shipped will refund any shipping fees to your original form of payment Again, we sincerely apologize that your samples were not included in the original orderShould you like to try a specific product, we highly encourage you to visit us in storeOur Cast Members can create samples for you of the products we have available for purchase in store Regards, Sephora Client Services Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 Thank you very much for your help in this matter Sincerely, [redacted]
Dear MsLee, We understand that this experience is frustrating We have confirmed with our Distribution Center that the items from your order # [redacted] were returned empty and we regret that we are unable to have these items returned to you at this time We remain unable to take further action in regards to any additional returns on this account until the disputes that have been filed, have been resolved and/or closedFor further assistance in regards to your dispute, please contact your financial institution directly Thank you for your understanding, Sephora Client Services
Complaint: [redacted] I am rejecting this response because: The store manager at the sephora store said you guys have one year policy returnI am not worry about the return or get my money back, it is a principle in customer serviceTake care of your customers if you want their businessI already file the claim with the return consumer, they took me off the list a long time agoPlease take back the flash subscription,I will more than happy to pay $ [redacted] subscription if I need day shipping there is only a few things that I need to get from sephora because the exclusive, but I am more than happy to give my business to ***, [redacted] where they ***at me like I am their customerI just want to give you guys a feedback how your customer department ***at their customer, if my concern has been address properlyI would never file complaint with Revdex.comSincerely, [redacted]
Dear sir, We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience We understand that this situation has been frustrating and confusing and would like to make this rightPlease call our Beauty Advisors at 1-877-SEPHORA (737-4672) before 12/31/We will be happy to replace the order with you by phone and apply the 20% off discountWe regret that any items that are out of stock will not be able to be purchased In addition, we have also added points to your Beauty Bank as an apologyThese points never expire, and are the equivalent to having spent dollars with SephoraWe welcome you to redeem these points in store or with an online order Best regards, Sephora Client Services
Dear [redacted] , We apologize for any confusion in regards to our previous response There should be no difficulty placing an online order on your account We invite you to call us at 1-877-SEPHORA (1-877-737-4672) if you would like assistance placing your order by phone Thank you, Sephora Client Services
Dear [redacted] , Thank you for your responseWe have forwarded all information to the appropriate department for review As an apology for this experience, we have added an online store credit in the amount of $ [redacted] to your Sephora account to assist with previous discrepanciesThis credit never expires and will automatically apply to your next Sephora order Best regards, Sephora Client Services
Complaint: [redacted] I am rejecting this response because:This is e-gift cardI didn't lostAnd the card is reedmed in Other stateSo this is absolutely stolen by your gift card systemYour company should response itSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Can someone let me know about the outcome of my case? I also would like to know since I was not able to purchase items online I lost my premium VIB Rouge membership can they leave me in that teir because of the inconvenienceThis really wasn't my fault but I was penalized because of the issue created by Sephora and I explained the issue to several people and my account was blocked for over a monthSincerely, [redacted] ***
Dear ***, We have reviewed your Revdex.com complaint and sincerely apologize for this experience It appears you were able to successfully place an order for the Dior J’adore Eau de Parfum using the $ [redacted] online store credit that had been placed on your online account after your original order had been cancelledWe understand that having your order cancelled can be frustrating, and hope you will give us the chance to show you the kind of experience we strive to offer all our valued clients We have added points to your Beauty Bank as an apology for this experienceYour points never expire and may be redeemed online or in store Best wishes, Sephora Client Services
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Please close the order as we found the receipt and handled the matterThanks BBB
Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ We have reviewed your complaint and would like to thank you for bringing this matter to our attention so that we may offer a solutionWe sincerely apologize that it has taken so long for you to receive your refundWe are very sorry to hear that it has been necessary for you to contact us as many times as you had We immediately brought the matter of your refund to the attention of a supervisorThey found that the refund had been processed incorrectly and they have since corrected the problemWe will send all of the details regarding the refund to you in a private email for your securityPlease rest assured that although you had been promised in the past that the problem was corrected, we have double checked that everything was done correctly today We have also added points to your Beauty Bank for all of the inconvenience experiencedThese points never expire and can be redeemed for deluxe size samplesAdditionally we would like to send you a little gift as a thank you for all of your patienceWe will also confirm the details of this in the email Thank you again for giving us the opportunity to assist youWe 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] (2000, 8, 2015/11/18) */ complaint is resolvedrefund received 11/
Dear [redacted] , Thank you for contacting Sephora.We appreciate the feedback that you have provided us with in regard to your experience at our [redacted] Mall Sephora store in [redacted] As a company we strive to provide our clients with the best service and we are sorry to hear about your experienceThis feedback has been forwarded to the appropriate contact within the Sephora stores organization We sincerely apologize that you had previous returns processed incorrectly in store, and have added $ [redacted] in store credit to your online accountThis store credit never expires and is the equivalent to applying Flash 1-Day Shipping to three online orders There is a process to dispute the accuracy or completeness of any information contained in the RAR reportWe regret that we are unable to file this dispute on your behalf, however we strongly encourage you do dispute the TRE decision We hope you will choose to shop with Sephora again in the future, and thank you for being a Rouge client at SephoraRegards,Sephora Client Services
Dear ***, We have reviewed your Revdex.com complaint and sincerely apologize for your ordering experience with us As a company, we strive to provide the best service to our clients and your feedback is always welcome Your information will be forwarded to the appropriate department within our organization and they will do their best to incorporate your feedback in our future endeavors In reviewing your order, it appears you have already been refunded to the original form of paymentThis transaction should be available in your billing statement shortly We truly apologize for this experience and we hope that you will choose to shop with Sephora again in the future so that we can show you the type of experience we strive to provide all our valued clients Best wishes, Sephora Client Services
Dear***, We have reviewed your BBB complaint and sincerely apologize for your recent experience. We have refunded your [redacted] ending in *** in the amount of $ [redacted] . Please allow up to 10 business days for this transaction to appear in your billing statement.... This situation has been frustrating and we are very sorry for the delay. In future, we strongly recommend contacting our Beauty Advisors by phone for issues such as this. Best regards, Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for any confusion
We are very sorry to hear that your return was denied through ***Our Return Policy states that:
"Returns without a receipt or which cannot otherwise be verified, will require a valid government issued
photo ID that wil be swimped, scanned or manually recorded at the time of the return
Information from your ID will be retained in a third party database of customer return activity that Sephora uses to authorize returns and prevent fraudInformation in this database will not be used for marketing purposes."
We regret that our stores are unable to override a *** decision, however the information you provided in your Revdex.com complaint may be used to contest your RAR that was provided by ***We invite you to contact *** for more information on your next steps
Thank you for your patience and understanding in this matterWe understand it may be frustrating
Best,
Sephora Client ServicesTell us why here
Dear***,
We apologize for any confusion in regards to our previous response
Due to the sensitive nature of your complaint, the information was forwarded to our Fraud department to further investigate any fraudulent charges you may have seen on your ***This is an issue that is beyond the general scope of Client Services
The online store credit in the amount of $*** will cover expedited 1-Day Shipping on a future orderAlternatively, the store credit may be used towards your merchandise totalYour online store credit never expires, and will automatically apply towards your next order
For information on our Beauty Insider Program and how points work, please visit:
https://www.sephora.com/profile/beautyInsider/?tab=bi&mediaId=
Thank you again for your patience in this matter
Best regards,
Sephora Client Services
Dear ***,
We are very sorry to hear you have not been contacted by the store
We have resubmitted your complaint as a priority requestThe store will contact you within the next business days
Thank you,
Sephora Client Services