Dear *** ***,
We understand it is frustrating to endure an allergic reaction and we are genuinely sorry to hear about your experiencesPer our terms and conditions, no refunds are permitted with respect to gift cards and we thank you for your understandingTo find merchandise that works for
you, we suggest reviewing all ingredients prior to purchasing a product and researching any ingredients that you believe may be potentially irritating; you may also want to have your doctor review the ingredients prior to making a purchaseCast Members in our retail locations can be a wealth of knowledge as well and can create custom samples for you to try before you buy. This way, you can do a patch test and test out the product to determine if it is right for youWe again apologize for your experiences and hope that you find these suggestions helpful
Sincerely,
Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
(The consumer indicated he/she DID NOT accept the response from the business.)The company's answer did not address my questionI will not close the case unless my question is answered
Initial Business Response /* (1000, 5, 2016/01/12) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for the delay in processing your refund
The amount of $has been processed as a refund to your JCPenney card ending in This transaction will appear
within 1-business days from 1/12/on your billing statement
As an apology, we have added points to your Beauty BankThese points never expire and may be redeemed on a future purchase in store or online
We hope that you will shop with us again to give us the opportunity to show you the kind of experience we strive to offer all of our valued clients
Best,
Sephora Client Services
Initial Business Response /* (1000, 5, 2016/01/07) */
Dear ***,
We have reviewed your Revdex.com complaint and apologize that your order was unable to be shipped
It appears that we were unable to verify payment information for this purchaseThe billing address on your order must match with the
information your financial institution has
The pending authorizations from this order may take up to one billing cycle for the funds to be released back into your accountYou will not be charged for these attempts
We recommend that you contact your financial institution for more information regarding the processing time for temporary authorizations
We invite you to attempt to place the order once more with the correct billing information or contact us toll-free at 1-877-737-(1-877-SEPHORA) Monday through Friday, AM to PM PST and Saturday and Sunday, AM to PM PST so that we can assist you further
We regret that we are not able to modify your original order to reflect the correct informationWe apologize for any inconvenience this may have caused and we appreciate your patience
Regards,
Sephora Client Services
Complaint: ***I am rejecting this response because:I do not have any "account" as mentioned, so I am not sure what conflicting information it is that you have but all information such as name, address and email that I have provided in this complaint is accurateI don't understand why there would be any other nameAlso as mentioned in my complaint, I paid in cash, so I do not have a statement from a financial institutionI spent several hundreds of dollars on merchandise at that Sephora location since I don't have a Sephora near me and I received large sum of cash as payment for a freelance makeup job I did in NY the day beforeMaybe the associate put my missing merchandise in another bag and failed to provide the bag, I don't know what happened, but I am out of money spent on these items and have nothing to show for itI tried to resolve this matter as soon as I noticed and called the store but received horrible service and now you're coming back at me with this nonsense about a different name on some account I don't haveI just want my missing merchandise or store credit to repurchaseOtherwise I'm done with this companyThankfully I can purchase directly from the brands instead of using sephor as a middle man.Sincerely,*** ***
Dear Revdex.com consumer service, This is the second email I am writing to you to ask for helpAs of today, I still have not received the promised courtesy offer (beauty points) from Sephora, as mentioned in their response to solve this complaint caseI am struggling to reach Sephora by phone and they did not provide an emailCould you please help me contacting them with a reminder or should I reopen a new case?! Thanks in advance, ***
Initial Business Response /* (1000, 5, 2015/11/11) */
Dear ***,
We have received your Revdex.com complaint and sincerely apologize for the errorWe attempted to call you 11/11/but were unable to leave a voicemail
We will send you this information to the email you have on file as
well:
We have spoken with the Square One location and advised them that Sephora.com will process the return of the Anastasia Beverly Hills Brow Wiz in CaramelThe refund will appear on the original credit card used within 1-business daysMore information regarding this return will be sent to your emailPlease let us know if you have any questions or concerns regarding the return
In addition, we have added points to your Beauty Bank for the inconvenience and the Square One location has sent a goody-bag to apologize for the error in store
We hope that you will shop with us again to give us the opportunity to show you the kind of experience we strive to offer all of our valued clients
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was refunded and received the points
Complaint: ***I am rejecting this response because: I contacted customer service many times and they do nothing to help the situationThey are saying there is nothing they can doSo I don't not know why this is the only optionIs there a way that sephora support can contact me that actually help with the situation despite me calling sephora customer service because some reason no one wants to help. Sincerely,*** ***
Initial Business Response /* (1000, 7, 2015/09/10) */
Contact Name and Title: Sephora Client Services
Contact Email: ***@sephora.com
On 8/4/2015, we replied to client's inquiry (which we received 8/3/2015) stating that the order has been cancelled as we are unable to ship to the
address providedSephora.com does not ship to freight forwarding addressesSephora U.Scurrently ships to the contiguous U.Sstates, Alaska, Hawaii, Puerto Rico, and to the following international locations: Germany, Japan, Netherlands, Norway, South Korea, and the United KingdomShipping to other international destinations and U.S territories (such as Guam) is unavailable at this timeAs stated within our Terms of Use (http://www.sephora.com/contentStore/***?mediaId=XXXXXXXX), "The products displayed on the Sites can be ordered and delivered only within the U.Sand certain select countries." Upon review, we re-sent the response on 8/21/as it appears that the client did not receive our original responseThe order will remain cancelled due to the shipping address being associated with a third-party shipping company, and not a valid residential address
Initial Consumer Rebuttal /* (3000, 9, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received a response from them on 8/The only email I received was an order confirmation!!
I am not asking for them to ship the product any longer as I do not want to use their services any longer due to the total lack of customer service and terrible business ethics
Final Business Response /* (4000, 11, 2015/09/21) */
Dear ***,
We apologize that your order was cancelledUpon review of your account, we have determined that the shipping address you have provided for your orders is associated to multiple people and we regret that we are no longer able to accept orders from you at Sephora.comThis was a business decision and we are unable to make an exceptionWe apologize for the inconvenience
For more information regarding our Terms of Use, please visit our website: http://www.sephora.com/contentStore/mediaContentTemplateNoNav.jsp?mediaId=XXXXXX...⇄ />
Regards,
Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for your experience with our Holiday Reward Card
It appears there may have been some confusion in regards to your email subscriptionWe understand this entire experience was frustrating, and would like
to apologize as this is not the type of experience we would like our Rouge clients to have
We have added an additional $** to your Sephora account in the form of online store credit as an apologyThis store credit never expires, and will automatically apply to your next online order
We hope you will choose to shop with Sephora again in future
Best wishes,
Sephora Client Services
Complaint: ***I am rejecting this response because:They claim that the items are not Sephora itemsBut I have the receipt and the credit card transaction to prove itTherefore if Sephora claims they are not their then the items should be returned to meBecause I paid for all of itI want them all back in the same condition or they can replace them at no charge. Sincerely,*** ***
Dear Mr***, This seems confusing and we are sorry to hear about your recent experience trying to return items to one of our store locationsPlease note that our return policy states that “in order to obtain a refund in the same form of payment as your purchase was made, Sephora in-store
purchases must be returned within days of the date of purchase with a receipt or gift receipt at a store locationReturns without a receipt or that cannot otherwise be verified, will require a valid government issued photo ID that will be swiped, scanned or manually recorded at the time of the returnInformation 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.” Per the information provided, it appears that you were attempting to return or exchange items without a receipt and the return was declined after review by our third party, TRE (The Retail Equation)As such, for additional assistance regarding this store return decision, please contact TRE Customer Service directlyThey are available Monday through Friday, 8am-5pm PST and can be contacted by calling ***, emailing *** or sending a letter to this mailing address: TRE PO Box Irvine, CA TRE (The Retail Equation) will be able to provide you with your Return Activity Report (RAR)Once you receive this report, there is a process to dispute the accuracy or completeness of any information contained in the RAR reportWe again apologize for any confusion and hope that this information helps to clarifySincerely, Sephora Client Services
Initial Business Response /* (1000, 5, 2015/12/17) */
Dear ***,
We have reviewed your Revdex.com complaint and apologize for any confusion
When a high value package is claimed as lost, our Beauty Advisors must wait for our shipping carriers to complete their investigation
In regards to
your recent orders, UPS was able to locate both packages and will be returning the items to SephoraWe have processed refunds for both your orders (for which you should receive confirmation emails)
The refunds will be made to the original forms of payment - and will be returned to the original credit cards used on the accountThe additional $from your Holiday Reward Card will be applied to your online account in the form of store creditThis store credit never expires and will automatically apply to your next online order
We are very sorry for any delay in processing the refundsWe 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
Initial Consumer Rebuttal /* (2000, 7, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/11/24) */
Dear ***,
We have reviewed your Revdex.com complaint and would like to sincerely apologize for the confusion
Upon review, the order was cancelled due to items being out of stockThe points have been replaced in your account
We
would love to assist you in placing an order with the 20% offPlease contact our Beauty Advisors by phone before November 30th so that we may ensure your discount is applied
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 regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, when I first made my call to Sephora regarding on this order, I was told the order was cancelled since there was someone called in to cancel which I didn't do so but not because the product was out of stockSecondary, I don't believe that, the sale started on 11/6, I placed my order hours after the sale started, I don't think the order was out of stock at the time I placed my orderSince I was trying to compromise and called Sephora's beauty advisor and tried to replace the same orderBut Sephora's beauty advisor *** gave me really bad attitude and she was telling me the clarins serum was still out of stockThe fact is that I went to Sephora's website to double check and there was so sign that this product was out of stockSo I won't call Sephora's beauty advisor again to discuss about replacing another order since their attitudes were insultingIf Sephora wants to make it up because of their mistake, I acquire a promotion code for 20% that I can use in store or online instead of calling their beauty advisor in order to replace another order
Final Business Response /* (4000, 15, 2015/12/14) */
Dear ***,
We sincerely apologize that there may have been a miscommunication in regards to your order statusWe will forward the feedback to the call center and ensure this is addressed with all our agents
We are sorry to hear that you did not receive our response until 12/as we submitted it prior to the end of the 20% off promotionAt this time, the 20% off promotion has ended and our 20% off codes are no longer valid
Upon review, an order was placed 12/9/for the total of $We have refunded your Visa for %of the order, in the amount of $Please allow 3-business days for this transaction to appear in your bank statement
Best regards,
Sephora Client Services
Final Consumer Response /* (2000, 17, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/14) */
Below is a copy of the email this client was sent on 8/14/2015:
Dear ***,
We received the complaint you submitted to the Revdex.com and appreciate that you have brought your concerns to our attention so that we might further
assist you
Sephora is committed to offering our valued Beauty Insiders exceptional rewards to thank them for their loyalty and for being part of our communityYesterday we held an Epic Rewards promotion, and while we have held similar promotions in the past, yesterday's promotion was the largest number of Epic Rewards we have made available to date
Despite our best efforts to predict the response, demand was overwhelming, resulting in our being out of stock very quicklyWe deeply regret this and apologize to our Beauty Insider clients who did not get a chance to participate
At Sephora our first and foremost priority is to give our clients an exciting and fulfilling shopping experienceThose Beauty Insiders who were unable to get one of our limited quantity Epic Rewards, please email us by Tuesday, August 25, 2015, to ***@sephora.com and include your Beauty Insider account number or email address associated with your account
Beyond that, please know that we are committed to learning from this experienceThank you for your ongoing supportWe greatly appreciate you
We look forward to receiving your information and appreciate your patience
Sephora Client Service
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already received the exact same email from Sephora in response to a customer service complaint I sent to them directlyIn no way does this rectify their dishonest and manipulative practices - in fact, their request for information regarding Beauty Insiders who were unable to receive Epic Rewards only furthers my belief that they have no interest in their customers happiness/satisfaction, loyalty or a continued relationship with longtime customers; their only interest seems to be their own continued financial success, regardless of how that impacts their customer baseThis email is in no way an attempt on Sephora's part to fix what they have damaged, secure my business in the future, or anything else except for covering their assets and trying to talk themselves out of the hole they've dugSo no, I do not accept this form letter, and I do not accept their insincere "apologies"
Final Business Response /* (4000, 9, 2015/08/24) */
Below is a copy of the email this client was sent on 8/24/
Good afternoon ***,
Thank you very much for your sharing your personal and honest thoughts with usThe frustration you are feeling is entirely understandable and I am truly sorry for the disappointment the Epic Rewards program has caused youA promotion that was supposed to excite, has disappointed and frustrated so many clients, just like youOur clients are incredibly important to us and we are working as quickly as possible to find a resolution that will show you how much we treasure and value you
I apologize for the delay in reaching out to youSince these issues began I have been contacting other clients who are also disappointedI am responsible for helping to share these experiences with our Beauty Insider team and Executives so we can really examine what went wrong, understand and alleviate the frustrations our clients had, and offer suggestions for areas of improvement should we do this promotion againI want to hear from clients just like you
While I cannot provide you with the Epic Reward you wanted, I have added to your Sephora.com account an online store credit of $This store credit never expires and will be automatically applied to your next Sephora.com order
I hope you will continue to shop with Sephora so that we can show you the kind of dedicated service we know you deserveWe are listening and want our clients to continue remaining loyal, so thank you for speaking up so we can make it right in the future
Have a great day,
*** ***
SrDirector of Client Services & Operations
Dear ***
We have reviewed your Revdex.com complaint and are sorry to hear about your recent experience
In reviewing the information provided, it appears that the account information listed belongs to someone by a different name, and there is no record of these purchases in this
accountIf there may have been an error, please let us know so that we may research the transaction further
We understand you may no longer have a receipt, however we may be able to do further research with information from your credit card statementWe invite you to send a copy/screenshots to [email protected] at your earliest convenience so that we may partner with our Freestanding Store and locate this purchase
We look forward to hearing from you,
Sephora Client Services
Complaint:***I am rejecting this response because: I will not be shopping through your website due to my experience, so the $*** is unsatisfactoryPlease issue an in-store creditIf possible I would like the $** credit on my account to be valid for an in-store purchase as wellI appreciate your consideration.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/12/17) */
Dear ***,
We have reviewed your Revdex.com complaint and are very sorry to hear you are having difficulty redeeming your eGift cards
Please email ***@sephora.com with your eGift Card information so that we may research the
matter further
We apologize for any inconvenience and look forward to hearing from you
Best regards,
Sephora Client Services
Final Business Response /* (4000, 8, 2015/12/23) */
Dear ***,
Thank you for your patience
We have reviewed the eGift Card information provided and per our records, both eGift Cards have been redeemed
The eGift Card *** had a balance of $which was redeemed in its entirety on order #XXXXXXXXXXThe eGift Card *** also had a balance of $$was redeemed on the same order, order #XXXXXXXXXX and the remaining balance of $was redeemed on order #XXXXXXXXXX
The second order was returned and the eGift Card value was applied to your account in the form of online store creditOnline store credits never expire and automatically apply towards your next online ordersAs of 12/22/it appears there is a remaining balance of $on your account
Should you have any additional questions in regards to your account, please do not hesitate to contact us again
Regards,
Sephora Client Services
Dear *** ***,
We understand it is frustrating to endure an allergic reaction and we are genuinely sorry to hear about your experiencesPer our terms and conditions, no refunds are permitted with respect to gift cards and we thank you for your understandingTo find merchandise that works for
you, we suggest reviewing all ingredients prior to purchasing a product and researching any ingredients that you believe may be potentially irritating; you may also want to have your doctor review the ingredients prior to making a purchaseCast Members in our retail locations can be a wealth of knowledge as well and can create custom samples for you to try before you buy. This way, you can do a patch test and test out the product to determine if it is right for youWe again apologize for your experiences and hope that you find these suggestions helpful
Sincerely,
Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
(The consumer indicated he/she DID NOT accept the response from the business.)The company's answer did not address my questionI will not close the case unless my question is answered
Initial Business Response /* (1000, 5, 2016/01/12) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for the delay in processing your refund
The amount of $has been processed as a refund to your JCPenney card ending in This transaction will appear
within 1-business days from 1/12/on your billing statement
As an apology, we have added points to your Beauty BankThese points never expire and may be redeemed on a future purchase in store or online
We hope that you will shop with us again to give us the opportunity to show you the kind of experience we strive to offer all of our valued clients
Best,
Sephora Client Services
Initial Business Response /* (1000, 5, 2016/01/07) */
Dear ***,
We have reviewed your Revdex.com complaint and apologize that your order was unable to be shipped
It appears that we were unable to verify payment information for this purchaseThe billing address on your order must match with the
information your financial institution has
The pending authorizations from this order may take up to one billing cycle for the funds to be released back into your accountYou will not be charged for these attempts
We recommend that you contact your financial institution for more information regarding the processing time for temporary authorizations
We invite you to attempt to place the order once more with the correct billing information or contact us toll-free at 1-877-737-(1-877-SEPHORA) Monday through Friday, AM to PM PST and Saturday and Sunday, AM to PM PST so that we can assist you further
We regret that we are not able to modify your original order to reflect the correct informationWe apologize for any inconvenience this may have caused and we appreciate your patience
Regards,
Sephora Client Services
Complaint: ***I am rejecting this response because:I do not have any "account" as mentioned, so I am not sure what conflicting information it is that you have but all information such as name, address and email that I have provided in this complaint is accurateI don't understand why there would be any other nameAlso as mentioned in my complaint, I paid in cash, so I do not have a statement from a financial institutionI spent several hundreds of dollars on merchandise at that Sephora location since I don't have a Sephora near me and I received large sum of cash as payment for a freelance makeup job I did in NY the day beforeMaybe the associate put my missing merchandise in another bag and failed to provide the bag, I don't know what happened, but I am out of money spent on these items and have nothing to show for itI tried to resolve this matter as soon as I noticed and called the store but received horrible service and now you're coming back at me with this nonsense about a different name on some account I don't haveI just want my missing merchandise or store credit to repurchaseOtherwise I'm done with this companyThankfully I can purchase directly from the brands instead of using sephor as a middle man.Sincerely,*** ***
Dear Revdex.com consumer service, This is the second email I am writing to you to ask for helpAs of today, I still have not received the promised courtesy offer (beauty points) from Sephora, as mentioned in their response to solve this complaint caseI am struggling to reach Sephora by phone and they did not provide an emailCould you please help me contacting them with a reminder or should I reopen a new case?! Thanks in advance, ***
Initial Business Response /* (1000, 5, 2015/11/11) */
Dear ***,
We have received your Revdex.com complaint and sincerely apologize for the errorWe attempted to call you 11/11/but were unable to leave a voicemail
We will send you this information to the email you have on file as
well:
We have spoken with the Square One location and advised them that Sephora.com will process the return of the Anastasia Beverly Hills Brow Wiz in CaramelThe refund will appear on the original credit card used within 1-business daysMore information regarding this return will be sent to your emailPlease let us know if you have any questions or concerns regarding the return
In addition, we have added points to your Beauty Bank for the inconvenience and the Square One location has sent a goody-bag to apologize for the error in store
We hope that you will shop with us again to give us the opportunity to show you the kind of experience we strive to offer all of our valued clients
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was refunded and received the points
Complaint: ***I am rejecting this response because: I contacted customer service many times and they do nothing to help the situationThey are saying there is nothing they can doSo I don't not know why this is the only optionIs there a way that sephora support can contact me that actually help with the situation despite me calling sephora customer service because some reason no one wants to help. Sincerely,*** ***
Initial Business Response /* (1000, 7, 2015/09/10) */
Contact Name and Title: Sephora Client Services
Contact Email: ***@sephora.com
On 8/4/2015, we replied to client's inquiry (which we received 8/3/2015) stating that the order has been cancelled as we are unable to ship to the
address providedSephora.com does not ship to freight forwarding addressesSephora U.Scurrently ships to the contiguous U.Sstates, Alaska, Hawaii, Puerto Rico, and to the following international locations: Germany, Japan, Netherlands, Norway, South Korea, and the United KingdomShipping to other international destinations and U.S territories (such as Guam) is unavailable at this timeAs stated within our Terms of Use (http://www.sephora.com/contentStore/***?mediaId=XXXXXXXX), "The products displayed on the Sites can be ordered and delivered only within the U.Sand certain select countries." Upon review, we re-sent the response on 8/21/as it appears that the client did not receive our original responseThe order will remain cancelled due to the shipping address being associated with a third-party shipping company, and not a valid residential address
Initial Consumer Rebuttal /* (3000, 9, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received a response from them on 8/The only email I received was an order confirmation!!
I am not asking for them to ship the product any longer as I do not want to use their services any longer due to the total lack of customer service and terrible business ethics
Final Business Response /* (4000, 11, 2015/09/21) */
Dear ***,
We apologize that your order was cancelledUpon review of your account, we have determined that the shipping address you have provided for your orders is associated to multiple people and we regret that we are no longer able to accept orders from you at Sephora.comThis was a business decision and we are unable to make an exceptionWe apologize for the inconvenience
For more information regarding our Terms of Use, please visit our website:
http://www.sephora.com/contentStore/mediaContentTemplateNoNav.jsp?mediaId=XXXXXX...⇄ /> Regards,
Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for your experience with our Holiday Reward Card
It appears there may have been some confusion in regards to your email subscriptionWe understand this entire experience was frustrating, and would like
to apologize as this is not the type of experience we would like our Rouge clients to have
We have added an additional $** to your Sephora account in the form of online store credit as an apologyThis store credit never expires, and will automatically apply to your next online order
We hope you will choose to shop with Sephora again in future
Best wishes,
Sephora Client Services
Complaint: ***I am rejecting this response because:They claim that the items are not Sephora itemsBut I have the receipt and the credit card transaction to prove itTherefore if Sephora claims they are not their then the items should be returned to meBecause I paid for all of itI want them all back in the same condition or they can replace them at no charge. Sincerely,*** ***
Dear Mr***, This seems confusing and we are sorry to hear about your recent experience trying to return items to one of our store locationsPlease note that our return policy states that “in order to obtain a refund in the same form of payment as your purchase was made, Sephora in-store
purchases must be returned within days of the date of purchase with a receipt or gift receipt at a store locationReturns without a receipt or that cannot otherwise be verified, will require a valid government issued photo ID that will be swiped, scanned or manually recorded at the time of the returnInformation 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.” Per the information provided, it appears that you were attempting to return or exchange items without a receipt and the return was declined after review by our third party, TRE (The Retail Equation)As such, for additional assistance regarding this store return decision, please contact TRE Customer Service directlyThey are available Monday through Friday, 8am-5pm PST and can be contacted by calling ***, emailing *** or sending a letter to this mailing address: TRE PO Box Irvine, CA TRE (The Retail Equation) will be able to provide you with your Return Activity Report (RAR)Once you receive this report, there is a process to dispute the accuracy or completeness of any information contained in the RAR reportWe again apologize for any confusion and hope that this information helps to clarifySincerely, Sephora Client Services
Initial Business Response /* (1000, 5, 2015/12/17) */
Dear ***,
We have reviewed your Revdex.com complaint and apologize for any confusion
When a high value package is claimed as lost, our Beauty Advisors must wait for our shipping carriers to complete their investigation
In regards to
your recent orders, UPS was able to locate both packages and will be returning the items to SephoraWe have processed refunds for both your orders (for which you should receive confirmation emails)
The refunds will be made to the original forms of payment - and will be returned to the original credit cards used on the accountThe additional $from your Holiday Reward Card will be applied to your online account in the form of store creditThis store credit never expires and will automatically apply to your next online order
We are very sorry for any delay in processing the refundsWe 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
Initial Consumer Rebuttal /* (2000, 7, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/11/24) */
Dear ***,
We have reviewed your Revdex.com complaint and would like to sincerely apologize for the confusion
Upon review, the order was cancelled due to items being out of stockThe points have been replaced in your account
We
would love to assist you in placing an order with the 20% offPlease contact our Beauty Advisors by phone before November 30th so that we may ensure your discount is applied
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 regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, when I first made my call to Sephora regarding on this order, I was told the order was cancelled since there was someone called in to cancel which I didn't do so but not because the product was out of stockSecondary, I don't believe that, the sale started on 11/6, I placed my order hours after the sale started, I don't think the order was out of stock at the time I placed my orderSince I was trying to compromise and called Sephora's beauty advisor and tried to replace the same orderBut Sephora's beauty advisor *** gave me really bad attitude and she was telling me the clarins serum was still out of stockThe fact is that I went to Sephora's website to double check and there was so sign that this product was out of stockSo I won't call Sephora's beauty advisor again to discuss about replacing another order since their attitudes were insultingIf Sephora wants to make it up because of their mistake, I acquire a promotion code for 20% that I can use in store or online instead of calling their beauty advisor in order to replace another order
Final Business Response /* (4000, 15, 2015/12/14) */
Dear ***,
We sincerely apologize that there may have been a miscommunication in regards to your order statusWe will forward the feedback to the call center and ensure this is addressed with all our agents
We are sorry to hear that you did not receive our response until 12/as we submitted it prior to the end of the 20% off promotionAt this time, the 20% off promotion has ended and our 20% off codes are no longer valid
Upon review, an order was placed 12/9/for the total of $We have refunded your Visa for %of the order, in the amount of $Please allow 3-business days for this transaction to appear in your bank statement
Best regards,
Sephora Client Services
Final Consumer Response /* (2000, 17, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/14) */
Below is a copy of the email this client was sent on 8/14/2015:
Dear ***,
We received the complaint you submitted to the Revdex.com and appreciate that you have brought your concerns to our attention so that we might further
assist you
Sephora is committed to offering our valued Beauty Insiders exceptional rewards to thank them for their loyalty and for being part of our communityYesterday we held an Epic Rewards promotion, and while we have held similar promotions in the past, yesterday's promotion was the largest number of Epic Rewards we have made available to date
Despite our best efforts to predict the response, demand was overwhelming, resulting in our being out of stock very quicklyWe deeply regret this and apologize to our Beauty Insider clients who did not get a chance to participate
At Sephora our first and foremost priority is to give our clients an exciting and fulfilling shopping experienceThose Beauty Insiders who were unable to get one of our limited quantity Epic Rewards, please email us by Tuesday, August 25, 2015, to ***@sephora.com and include your Beauty Insider account number or email address associated with your account
Beyond that, please know that we are committed to learning from this experienceThank you for your ongoing supportWe greatly appreciate you
We look forward to receiving your information and appreciate your patience
Sephora Client Service
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already received the exact same email from Sephora in response to a customer service complaint I sent to them directlyIn no way does this rectify their dishonest and manipulative practices - in fact, their request for information regarding Beauty Insiders who were unable to receive Epic Rewards only furthers my belief that they have no interest in their customers happiness/satisfaction, loyalty or a continued relationship with longtime customers; their only interest seems to be their own continued financial success, regardless of how that impacts their customer baseThis email is in no way an attempt on Sephora's part to fix what they have damaged, secure my business in the future, or anything else except for covering their assets and trying to talk themselves out of the hole they've dugSo no, I do not accept this form letter, and I do not accept their insincere "apologies"
Final Business Response /* (4000, 9, 2015/08/24) */
Below is a copy of the email this client was sent on 8/24/
Good afternoon ***,
Thank you very much for your sharing your personal and honest thoughts with usThe frustration you are feeling is entirely understandable and I am truly sorry for the disappointment the Epic Rewards program has caused youA promotion that was supposed to excite, has disappointed and frustrated so many clients, just like youOur clients are incredibly important to us and we are working as quickly as possible to find a resolution that will show you how much we treasure and value you
I apologize for the delay in reaching out to youSince these issues began I have been contacting other clients who are also disappointedI am responsible for helping to share these experiences with our Beauty Insider team and Executives so we can really examine what went wrong, understand and alleviate the frustrations our clients had, and offer suggestions for areas of improvement should we do this promotion againI want to hear from clients just like you
While I cannot provide you with the Epic Reward you wanted, I have added to your Sephora.com account an online store credit of $This store credit never expires and will be automatically applied to your next Sephora.com order
I hope you will continue to shop with Sephora so that we can show you the kind of dedicated service we know you deserveWe are listening and want our clients to continue remaining loyal, so thank you for speaking up so we can make it right in the future
Have a great day,
*** ***
SrDirector of Client Services & Operations
Dear ***
We have reviewed your Revdex.com complaint and are sorry to hear about your recent experience
In reviewing the information provided, it appears that the account information listed belongs to someone by a different name, and there is no record of these purchases in this
accountIf there may have been an error, please let us know so that we may research the transaction further
We understand you may no longer have a receipt, however we may be able to do further research with information from your credit card statementWe invite you to send a copy/screenshots to [email protected] at your earliest convenience so that we may partner with our Freestanding Store and locate this purchase
We look forward to hearing from you,
Sephora Client Services
Complaint:***I am rejecting this response because: I will not be shopping through your website due to my experience, so the $*** is unsatisfactoryPlease issue an in-store creditIf possible I would like the $** credit on my account to be valid for an in-store purchase as wellI appreciate your consideration.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/12/17) */
Dear ***,
We have reviewed your Revdex.com complaint and are very sorry to hear you are having difficulty redeeming your eGift cards
Please email ***@sephora.com with your eGift Card information so that we may research the
matter further
We apologize for any inconvenience and look forward to hearing from you
Best regards,
Sephora Client Services
Final Business Response /* (4000, 8, 2015/12/23) */
Dear ***,
Thank you for your patience
We have reviewed the eGift Card information provided and per our records, both eGift Cards have been redeemed
The eGift Card *** had a balance of $which was redeemed in its entirety on order #XXXXXXXXXXThe eGift Card *** also had a balance of $$was redeemed on the same order, order #XXXXXXXXXX and the remaining balance of $was redeemed on order #XXXXXXXXXX
The second order was returned and the eGift Card value was applied to your account in the form of online store creditOnline store credits never expire and automatically apply towards your next online ordersAs of 12/22/it appears there is a remaining balance of $on your account
Should you have any additional questions in regards to your account, please do not hesitate to contact us again
Regards,
Sephora Client Services