Initial Business Response /* (1000, 7, 2015/12/23) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for your experience
We have reached out to the store for more information in regards to your complaint and it appears that they have already been in communication
with youAt this time, the store is sending you a gift card as well as a goodie bag as an apology
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 /* (2000, 9, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for any delays in shipping you may have encountered while attempting to return items from your recent order.
In reviewing your order details, it appears your refund was processed
***.
We thank you for your patience and hope you choose to shop with Sephora again in future.
Best regards,
Sephora Client Services
Complaint: ***I am rejecting this response because: that is not correctAll of the items sent back were listed exactly as they were listed on the invoiceAs I have stated several times if there are issues with the items, then that is not my fault or problem as they were returned exactly as they were sent to meAlso as I have stated several times, I opened some of the items and they were exactly what they were supposed to beYou have shown no proof of your claims and have not returned the items to me, so thus far you have stolen my money and kept the itemsI will not stop pursuing this until a refund has been issuedI placed an order, was sent the order, returned EXACTLY what was sent to me, I heard nothing from you, no contact whatsoever to tell me there were any issues with the return, then when I contact about my refund suddenly there are issues with the items? This is not how you treat a customer and this entire thing has been handled so poorly it is unbelievable. Sincerely,*** ***
Initial Business Response /* (1000, 5, 2016/01/12) */
Dear ***,
We are in the process of reviewing your Revdex.com complaint and are very sorry to hear you experienced difficulty exchanging products
We would like to contact the store directly to see how we can best assist youWith the
address provided, it appears there are several Sephora stores in your areaPlease email ***@sephora.com with your local Sephora store name and/or address at your earliest convenience so that we may continue to assist you
Thank you for your patience, we look forward to resolving this issue for you!
Best,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2016/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your assistanceI contacted the number supplied and filed a complaint with the local store directlyI got a telephone call from a manager, Jay, who authorized the returnWe also got a chance to discuss Sephora's use of the TRE report toolWhile there is a need to better track and manage fraudulent returns, there must be a "middle ground" where common sense decision-making is the ruleThe TRE report was accurate, but it showed reasonable return of ONE a yearFor new and unopened gifts after a major holiday, TRE and Sephora need to utilize the data collected to make SMART decisionsI thank Sephora for doing the right thing and the items have been returned for store credit (and my daughter promptly used her store credit and her mothers magic credit card to BUY even more products at Sephora)
Complaint: ***I am rejecting this response because:
This was not the policy when this item was purchased and the return policy should be honoredBeing directed to RAR to make a return is the exact reason I filed the complaintI was told by RAR that there was no dispute process
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2016/01/18) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty you have experienced locating the lost gift card
Client Services has forwarded the purchase information available to our Loss Prevention team
for further assistance
Once the Gift Card number has been located we will be able to transfer the Gift Card balance to a new gift card for you
Thank you for your patience,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response will resolve the issue as long as I am credited with the full amount of $If the store representative or corporate representative at Sephora had cancelled the card immediately when I had gone to the store less than an hour after the card was stolen, the $Sephora charge to my account would have been voidedThere I would like to make sure that I am credited the full amount
Final Business Response /* (4000, 9, 2016/01/25) */
Dear ***,
Thank you for your patience
We regret that we were unable to locate the gift card information as we did not have enough information
We have placed the amount of $as an online store credit on your Sephora accountThis store credit never expires and will automatically apply towards your next online order
Additionally, we have added points to your Beauty Bank as an apology for your recent Sephora experience
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
Final Consumer Response /* (4200, 11, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please note that I do not have an online account, therefore how will I receive creditIf possible I would prefer an in store gift card
Dear ***
We apologize for any confusion
We understand that you received an e-Gift Card, however as it was purchased through eBay, we strongly recommend that you contact *** directly for further assistance as they will be able to help you in refunds to the missing funds
Thank you,
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, *** ***
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 Sophie, We completely understand that the response had to be listed as "NOT accepted" as we wanted to confirm additional informationAt this time, we are still waiting for the footage to arrive from the storeWe apologize for this delay, and hope to have this issue resolved shortlyBest, Sephora Client Services
Complaint:***I am rejecting this response because:
Quoting from the *** *** *** company profile for Sephora: The brand also relies on the quality of its advice teamsThese are professionals in perfumery and cosmetics who, through their energy and enthusiasm, ensure exceptional service, where customer satisfaction is priority number one.
Exceptional service where customer satisfaction is number one? That's interesting seeing as I've explained my dissatisfaction more than once and am still yet to get a reason for why my shipment's address was changed without my consent to do soThat would be considered unfair business practices, something *** should be ashamed ofI still want the reason as to why this happened, I don't want excuses
Sincerely,*** ***
Dear ***,
We are very sorry to hear about your recent Sephora experience and would like to look into this matter further
We were unable to locate a Sephora account with the information providedAt your earliest convenience, please email [email protected] with your
Beauty Insider account information and if possible, the Gift Card number so that we may review the Gift Card history
We thank you for your patience and look forward to assisting you further
Regards,
Sephora Client Services
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, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not accepting Sephora's response as they have yet to address some key issuesFirst, Sephora allowed multiple epic rewards per customer, when their fine print under Terms and Conditions stated only one epic reward was allowed per customerSecond, Sephora is refusing to allow bonus points or point additions to those with greater than 10,points, yet those with that many points are relying on the availability of epic rewards in order to spend themThey have not addressed how they will be making accommodations for those customers who are unable to accumulate additional points under their rewards programThird, Sephora's epic rewards were not supposed to be available to employees, yet I have heard (though admittedly not confirmed) that employees were able to obtain epic rewardsFourth, I am aware of at least one individual personally known to me who received an epic reward that they did not orderIt just randomly arrivedWhat controls are being implemented so those that believe they are receiving an epic reward, actually will receive the reward? Fifth, I'd like to know that Sephora is updating their ordering system, so customers will be a notified that their cart has been modified before they place an orderFor the epic rewards issue, many people had a reward in their cart when they hit submit to place their order, only to have the item disappear and their confirmation screen then did not include the rewardAttempts to cancel orders made due to this system issue were not acted upon and resulted in angry customers receiving items they then had to returnLast, the method in which Sephora apologized to their customers variedMost customers, unless denied - which is another issue - received a $credit voucherMany others, received bonus points and a $voucherStill others received anywhere from to bonus points and a $voucherI'd like to understand why they felt treating their customers different even in their apology was acceptableAdditionally, I'd like to add for a resolution I want Sephora to correct their own errors - I do not want anything from them though I stated I did originallyI want to know going forward they will be fair, equitable, and will follow their own Terms and Conditions
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***1, and find that this resolution is satisfactory to me
They have reinstated my account and added bonus points as they stated in their response.Thank you for your help.Sincerely, Cara Janson
(The consumer indicated he/she DID NOT accept the response from the business.)Sephora refuse to refund for the merchandise returned due to the ambiguous return policy which confuses customers.I returned items from four orders in one return packagethe return package tracking number is *** *** *** *** *** *** **The return was made on January ***.The orders returned were*** (Placed 12/***, paid with $*** bank card, $*** store credit)*** (Placed 12/***, paid with $*** bank card, $** store credit)*** (Placed 11/***, paid with $*** store credit)*** (Placed 8/***)Per the return policy on Sephora's website, " When you return your purchase to Sephora.com by mail and we receive your item within days of purchase, if you paid with a credit or debit card, you will receive a full refund to your credit or debit card for the purchase price of the item.If we receive your item by mail within 61-days of purchase, or if your item was paid for with a Sephora gift card or online store credit and we receive it by mail within days of purchase, you will receive a full refund in the form of an online store credit for the item which may be redeemed at Sephora.com."According to the company's policy, the first two orders aforementioned shall be qualified for total of $*** refund back to my bank card and $*** store credit, as the return was made within 60-day windowThe third order shall be refund $*** for store credit as return was made between 60~days.However when I contacted Sephora's customer service on March 1st, the company refused to refund to my bank account (original form of payment) according to the policyThe reason being "the package was not received by the warehouse".I found this explanation unacceptable because for a customer it is unpredictable (and no way to know) how long the package takes to be processed and the company is putting the "hidden terms" on the cost of the customerAccording to the return policy by Sephora, I request $*** refund back to my bank card and $*** store credit
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for any inconvenienceWe strongly suggest you dispute the accuracy or completeness of any information contained in your RAR reportIf a dispute is filed, TRE will review it thoroughly, and you will receive a notification of
what decision was made
We would like to further assist you in regards to this issuePlease provide the store name where your returns may have been incorrectly processed so that we may forward the feedback and avoid this issue going forward
Additionally, please provide the names of the products you are attempting to return so that we may locate them within your purchase history and best assist you with your return
Please email this information to [email protected] using the Subject Line “Revdex.com Complaint” so that the email may be redirected to the appropriate contact
We look forward to hearing from you!
Sincerely,Sephora Client Services
Initial Business Response /* (1000, 5, 2015/11/17) */
Dear ***,
We have reviewed your Revdex.com Complaint and sincerely apologize for the inconvenience of having been sent the incorrect item
Sephora is aware of the issue and is working with our Distribution Centers and Merchants to ensure
that this issue does not persist
Upon review, you have placed two orders for the bareMinerals Get Started Complexion Kit (Item #XXXXXXX)We are sorry to hear you have experienced difficulty both in store and with our representatives to ensure you receive the correct item
As the issue is actively being resolved, we are unable to send you the correct item at this timeOur agents have already refunded you for one Kit as of 11/11/and we have refunded you for the second kit as wellPlease allow 1-business days for the refund to appear on your statement
Additionally, we would like to offer you complimentary shipping on your next order for the inconvenienceDue to system limitations, we are unable to place an online store credit for free shipping on your accountTo ensure you may take advantage of this offer, please contact our Beauty Advisors by phone at 1-877-SEPHORA (X-XXX-XXX-XXXX) once you have placed your next orderOur agents will be able to refund you to the original form of payment for the shipping charge
Best,
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 are very sorry to hear that the pending authorizations from you order attempt did not fall off within 1-business days
Generally speaking, your financial institution will release these funds back into your account within to business
days and you are not charged for the attempts
As you continue to see the pending authorizations at this time, please contact us toll-free at 1-877-SEPHORA (1-877-737-4672) so that one of our Beauty Advisors can assist you furtherWe will request to conference call your financial institution to ensure the pending authorizations are removed
We understand this is frustrating, and we would like to assure you we will rectify the issueAdditionally, we have added points to your Beauty Bank as an apology for the inconvenienceThese points never expire and may be redeemed online or in store for items from our Beauty BazaarRegards,Sephora Client Services
Initial Business Response /* (1000, 7, 2015/12/23) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for your experience
We have reached out to the store for more information in regards to your complaint and it appears that they have already been in communication
with youAt this time, the store is sending you a gift card as well as a goodie bag as an apology
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 /* (2000, 9, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for any delays in shipping you may have encountered while attempting to return items from your recent order.
In reviewing your order details, it appears your refund was processed
***.
We thank you for your patience and hope you choose to shop with Sephora again in future.
Best regards,
Sephora Client Services
Complaint: ***I am rejecting this response because: that is not correctAll of the items sent back were listed exactly as they were listed on the invoiceAs I have stated several times if there are issues with the items, then that is not my fault or problem as they were returned exactly as they were sent to meAlso as I have stated several times, I opened some of the items and they were exactly what they were supposed to beYou have shown no proof of your claims and have not returned the items to me, so thus far you have stolen my money and kept the itemsI will not stop pursuing this until a refund has been issuedI placed an order, was sent the order, returned EXACTLY what was sent to me, I heard nothing from you, no contact whatsoever to tell me there were any issues with the return, then when I contact about my refund suddenly there are issues with the items? This is not how you treat a customer and this entire thing has been handled so poorly it is unbelievable. Sincerely,*** ***
Initial Business Response /* (1000, 5, 2016/01/12) */
Dear ***,
We are in the process of reviewing your Revdex.com complaint and are very sorry to hear you experienced difficulty exchanging products
We would like to contact the store directly to see how we can best assist youWith the
address provided, it appears there are several Sephora stores in your areaPlease email ***@sephora.com with your local Sephora store name and/or address at your earliest convenience so that we may continue to assist you
Thank you for your patience, we look forward to resolving this issue for you!
Best,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2016/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your assistanceI contacted the number supplied and filed a complaint with the local store directlyI got a telephone call from a manager, Jay, who authorized the returnWe also got a chance to discuss Sephora's use of the TRE report toolWhile there is a need to better track and manage fraudulent returns, there must be a "middle ground" where common sense decision-making is the ruleThe TRE report was accurate, but it showed reasonable return of ONE a yearFor new and unopened gifts after a major holiday, TRE and Sephora need to utilize the data collected to make SMART decisionsI thank Sephora for doing the right thing and the items have been returned for store credit (and my daughter promptly used her store credit and her mothers magic credit card to BUY even more products at Sephora)
Complaint: ***I am rejecting this response because:
This was not the policy when this item was purchased and the return policy should be honoredBeing directed to RAR to make a return is the exact reason I filed the complaintI was told by RAR that there was no dispute process
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2016/01/18) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty you have experienced locating the lost gift card
Client Services has forwarded the purchase information available to our Loss Prevention team
for further assistance
Once the Gift Card number has been located we will be able to transfer the Gift Card balance to a new gift card for you
Thank you for your patience,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response will resolve the issue as long as I am credited with the full amount of $If the store representative or corporate representative at Sephora had cancelled the card immediately when I had gone to the store less than an hour after the card was stolen, the $Sephora charge to my account would have been voidedThere I would like to make sure that I am credited the full amount
Final Business Response /* (4000, 9, 2016/01/25) */
Dear ***,
Thank you for your patience
We regret that we were unable to locate the gift card information as we did not have enough information
We have placed the amount of $as an online store credit on your Sephora accountThis store credit never expires and will automatically apply towards your next online order
Additionally, we have added points to your Beauty Bank as an apology for your recent Sephora experience
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
Final Consumer Response /* (4200, 11, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please note that I do not have an online account, therefore how will I receive creditIf possible I would prefer an in store gift card
Dear ***
We apologize for any confusion
We understand that you received an e-Gift Card, however as it was purchased through eBay, we strongly recommend that you contact *** directly for further assistance as they will be able to help you in refunds to the missing funds
Thank you,
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, *** ***
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 Sophie, We completely understand that the response had to be listed as "NOT accepted" as we wanted to confirm additional informationAt this time, we are still waiting for the footage to arrive from the storeWe apologize for this delay, and hope to have this issue resolved shortlyBest, Sephora Client Services
Complaint:***I am rejecting this response because:
Quoting from the *** *** *** company profile for Sephora: The brand also relies on the quality of its advice teamsThese are professionals in perfumery and cosmetics who, through their energy and enthusiasm, ensure exceptional service, where customer satisfaction is priority number one.
Exceptional service where customer satisfaction is number one? That's interesting seeing as I've explained my dissatisfaction more than once and am still yet to get a reason for why my shipment's address was changed without my consent to do soThat would be considered unfair business practices, something *** should be ashamed ofI still want the reason as to why this happened, I don't want excuses
Sincerely,*** ***
Dear ***,
We are very sorry to hear about your recent Sephora experience and would like to look into this matter further
We were unable to locate a Sephora account with the information providedAt your earliest convenience, please email [email protected] with your
Beauty Insider account information and if possible, the Gift Card number so that we may review the Gift Card history
We thank you for your patience and look forward to assisting you further
Regards,
Sephora Client Services
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, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not accepting Sephora's response as they have yet to address some key issuesFirst, Sephora allowed multiple epic rewards per customer, when their fine print under Terms and Conditions stated only one epic reward was allowed per customerSecond, Sephora is refusing to allow bonus points or point additions to those with greater than 10,points, yet those with that many points are relying on the availability of epic rewards in order to spend themThey have not addressed how they will be making accommodations for those customers who are unable to accumulate additional points under their rewards programThird, Sephora's epic rewards were not supposed to be available to employees, yet I have heard (though admittedly not confirmed) that employees were able to obtain epic rewardsFourth, I am aware of at least one individual personally known to me who received an epic reward that they did not orderIt just randomly arrivedWhat controls are being implemented so those that believe they are receiving an epic reward, actually will receive the reward? Fifth, I'd like to know that Sephora is updating their ordering system, so customers will be a notified that their cart has been modified before they place an orderFor the epic rewards issue, many people had a reward in their cart when they hit submit to place their order, only to have the item disappear and their confirmation screen then did not include the rewardAttempts to cancel orders made due to this system issue were not acted upon and resulted in angry customers receiving items they then had to returnLast, the method in which Sephora apologized to their customers variedMost customers, unless denied - which is another issue - received a $credit voucherMany others, received bonus points and a $voucherStill others received anywhere from to bonus points and a $voucherI'd like to understand why they felt treating their customers different even in their apology was acceptableAdditionally, I'd like to add for a resolution I want Sephora to correct their own errors - I do not want anything from them though I stated I did originallyI want to know going forward they will be fair, equitable, and will follow their own Terms and Conditions
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***1, and find that this resolution is satisfactory to me
They have reinstated my account and added bonus points as they stated in their response.Thank you for your help.Sincerely, Cara Janson
(The consumer indicated he/she DID NOT accept the response from the business.)Sephora refuse to refund for the merchandise returned due to the ambiguous return policy which confuses customers.I returned items from four orders in one return packagethe return package tracking number is *** *** *** *** *** *** **The return was made on January ***.The orders returned were*** (Placed 12/***, paid with $*** bank card, $*** store credit)*** (Placed 12/***, paid with $*** bank card, $** store credit)*** (Placed 11/***, paid with $*** store credit)*** (Placed 8/***)Per the return policy on Sephora's website, " When you return your purchase to Sephora.com by mail and we receive your item within days of purchase, if you paid with a credit or debit card, you will receive a full refund to your credit or debit card for the purchase price of the item.If we receive your item by mail within 61-days of purchase, or if your item was paid for with a Sephora gift card or online store credit and we receive it by mail within days of purchase, you will receive a full refund in the form of an online store credit for the item which may be redeemed at Sephora.com."According to the company's policy, the first two orders aforementioned shall be qualified for total of $*** refund back to my bank card and $*** store credit, as the return was made within 60-day windowThe third order shall be refund $*** for store credit as return was made between 60~days.However when I contacted Sephora's customer service on March 1st, the company refused to refund to my bank account (original form of payment) according to the policyThe reason being "the package was not received by the warehouse".I found this explanation unacceptable because for a customer it is unpredictable (and no way to know) how long the package takes to be processed and the company is putting the "hidden terms" on the cost of the customerAccording to the return policy by Sephora, I request $*** refund back to my bank card and $*** store credit
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for any inconvenienceWe strongly suggest you dispute the accuracy or completeness of any information contained in your RAR reportIf a dispute is filed, TRE will review it thoroughly, and you will receive a notification of
what decision was made
We would like to further assist you in regards to this issuePlease provide the store name where your returns may have been incorrectly processed so that we may forward the feedback and avoid this issue going forward
Additionally, please provide the names of the products you are attempting to return so that we may locate them within your purchase history and best assist you with your return
Please email this information to [email protected] using the Subject Line “Revdex.com Complaint” so that the email may be redirected to the appropriate contact
We look forward to hearing from you!
Sincerely,Sephora Client Services
***
What is your email address Complaint: ***I am rejecting this response because:
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/11/17) */
Dear ***,
We have reviewed your Revdex.com Complaint and sincerely apologize for the inconvenience of having been sent the incorrect item
Sephora is aware of the issue and is working with our Distribution Centers and Merchants to ensure
that this issue does not persist
Upon review, you have placed two orders for the bareMinerals Get Started Complexion Kit (Item #XXXXXXX)We are sorry to hear you have experienced difficulty both in store and with our representatives to ensure you receive the correct item
As the issue is actively being resolved, we are unable to send you the correct item at this timeOur agents have already refunded you for one Kit as of 11/11/and we have refunded you for the second kit as wellPlease allow 1-business days for the refund to appear on your statement
Additionally, we would like to offer you complimentary shipping on your next order for the inconvenienceDue to system limitations, we are unable to place an online store credit for free shipping on your accountTo ensure you may take advantage of this offer, please contact our Beauty Advisors by phone at 1-877-SEPHORA (X-XXX-XXX-XXXX) once you have placed your next orderOur agents will be able to refund you to the original form of payment for the shipping charge
Best,
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 are very sorry to hear that the pending authorizations from you order attempt did not fall off within 1-business days
Generally speaking, your financial institution will release these funds back into your account within to business
days and you are not charged for the attempts
As you continue to see the pending authorizations at this time, please contact us toll-free at 1-877-SEPHORA (1-877-737-4672) so that one of our Beauty Advisors can assist you furtherWe will request to conference call your financial institution to ensure the pending authorizations are removed
We understand this is frustrating, and we would like to assure you we will rectify the issueAdditionally, we have added points to your Beauty Bank as an apology for the inconvenienceThese points never expire and may be redeemed online or in store for items from our Beauty BazaarRegards,Sephora Client Services