Initial Business Response /* (1000, 5, 2016/02/04) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for your recent Sephora experience
It appears that you have spoken directly with our Solutions Department and have resolved the issue
As an apology for
your experience, we have added an online store credit in the amount of $to your Rouge accountThis is the equivalent of expedited 1-Day Flash Shipping chargesThe credit never expires, and should you prefer to use the amount towards your merchandise total, the credit will apply automatically to your next order
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 Consumer Rebuttal /* (2000, 7, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank youI spoke to the solutions department after writing my complaintThe employee helped me resolve the issueI hope that appropriate action is taken against the associate that refers to herself as *** so she doesn't treat other clients the way she treated me
Dear ***,
Thank you for providing your BI account information
We recommend that you dispute this returnTRE (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 report
If a dispute is filed you will receive a notification of what decision was madeTRE will consider any written dispute received, regardless of the reason for the initial declinePlease note that Sephora Client Services does not have influence over TRE decisions.Regards,Sephora Client Services
Initial Business Response /* (1000, 5, 2016/01/12) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for your experience
We would like to correct the issue and have refunded your Mastercard ending in in the amount of $for the order #XXXXXXXXXX that
never arrivedPlease allow 3-business days for this transaction to appear on your billing statement
The amount of the Holiday Reward Card ($15) that was applied to the original order has been added to your account in the form of online store creditThis credit never expires and will automatically apply to your next order
As an apology, we have also added another online store credit to your account in the amount of $- the equivalent of expedited Flash 1-Day Shipping chargesIf you would prefer to use this credit towards your merchandise total on a future order, we welcome you to do so
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 Consumer Rebuttal /* (2000, 7, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks you guys are awesome
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, *** ***
Initial Business Response /* (1000, 5, 2016/01/12) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for your in store experience at our Burlington location
Your feedback and the details of your expereince have been forwarded to the appropriate contact within the
Sephora stores organizationThey will do their best to address your concerns and will respond accordingly
At this time, Sephora.com is unable to process returns or exchanges for items purchased in our Sephora retail storesWe apologize for any inconvenience
We truly appreciate your patience while the store researches the incident fully and have added points to your Beauty Bank for the experienceThese points never expire and are the equivalent to having made a $purchase from SephoraYou may redeem these points on a future purchase online or 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
Best,
Sephora Client Services
Complaint: ***I am rejecting this response because:
The issue was not resolved! I did not get the samplesIf it was resolved why would I need to go the Revdex.com?! Your company came up with a solution which I rejectedI do not want pointsWhy in the world would I continue to do business with a company that did not honor their initial promotion? If I purchase from you again, I would have the SAME problemI do not want your pointsYou have lost my business if I have to work so hard to get what was promisedI want what was offered in the promotion, nothing more.Sincerely,*** ***
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for this experience
While not commonly used, we are happy to assist you in redeeming your eGift Certificate!
Please reach out to our Beauty Advisors by phone at 1-877-SEPHORA (877-737-4672) when
you are ready to place your orderWe will gladly apply your eGift Certificate to your order
We understand that this has been a frustrating experience and have added points to your Beauty BankThe points never expire and may be redeemed online or in store for items from our Beauty Bazaar!
Thank you for your patience and understandingWe hope you will choose to shop with Sephora again in future
Best wishes,
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 ***,
Thank you for contacting Sephora
As a courtesy, we have added *** Beauty Insider point to your VIB account This is equivalent to $*** spent with Sephora, and these points do not expire They are available for your use at anytime Please know that your account is currently at VIB status
We have also added a online store credit of $for free shipping on your next Order Please let us know if we can assist you further Again, we apologize for any inconvenience caused
Regards,Sephora Client Services
Complaint: ***I am rejecting this response because: I bought broken product directly from the *** and *** store, as I mentioned the powder was opened and the foundation cracked and leaking inside the box, THAT WAS SEPHORAS FAULT AND YOU REFUSE TO TAKE RESPONSIBILITY FOR SELLING ME DAMAGED PRODUCTSRegardless of the stores return policy YOU SHOULDNT HAVE DAMAGED PRODUCTS ON YOUR SHELFI'm fed up with this run aroundI want store credit to repurchase the three damaged productsAnd I will never fking shop your company again.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/10/13) */
Dear ***,
We sincerely apologize for the difficulty you have experienced while unsubscribing to our emails
We have removed your email address from our mailing list and submitted the issue to our IT department for further research
Please allow 7-business days for this update to take effectWe sincerely apologize for any inconvenience this may have caused
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received another email todayYou haven't fixed anything
Final Business Response /* (4000, 9, 2015/10/25) */
We sincerely apologize you received an email from Sephora
We have re-submitted your complaint as a priority to our IT departmentWe are ensuring no emails will be sent to either of the email addresses provided through this Revdex.com complaint
Again, we are very sorry for any inconvenience and we thank you for your patience
Final Consumer Response /* (3000, 13, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Received another email today! Holiday sets are in!! When I stop being contacted we can close the issueYour system is obviously very brokenWhen does this become harassment?
Initial Business Response /* (1000, 5, 2016/01/07) */
Dear ***
We have reviewed your Revdex.com complaint and sincerely apologize that you had a less than perfect experience
We would love to research the incident further and see how we can better assist you
Please email
***@sephora.com with the following information:
+The item name/number that you attempted to return/exchange
+The item name/number that you attempted to return/exchange for
We look forward to assisting you!
Best,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing was resolved with this replyI did e-mail themI'm waiting for their response
Final Business Response /* (4000, 9, 2016/01/22) */
Dear ***
Thank you for reaching out to our Beauty Concierge
We have responded directly via email asking for further clarification as it appears that in your Revdex.com complaint, the items attempted to be returned were Christmas gifts, however in your email you claim that the items were purchased by you
Without more information, we regret that we are unable to assist you further
Thank you for your patience and understanding,
Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize that your orders were cancelled
In reviewing your account, it appears you have been able to place several orders sincePlease do not hesitate to let us know if you encounter further issues ordering items
through Sephora.com
We regret that the orders that were cancelled may have included items that are now Out of StockWe have added $*** in online store credit to your Sephora account as an apologyThis online store credit never expires and is the equivalent of applying Flash 1-Day Shipping to orders
We hope you will continue to shop with Sephora
Best regards,
Sephora Client Services
Complaint: ***
I am rejecting this response because: this is the same response I have gotten from each partyIt is clear that Sephora does not value their consumers so I will be conducting my business elsewhere
Sincerely,*** ***
We sincerely apologize for any confusion however we are unable to provide any information as it pertains to denied return transactionsTRE (The Retail Equation) will be able to provide a Return Activity Report (RAR)Once this report is received, there is a process to dispute the accuracy or completeness of any information contained in the RAR reportRegards, Sephora Client Services
Initial Business Response /* (1000, 5, 2016/01/14) */
Dear ***,
We have researched your Revdex.com complaint and sincereley apologize for the difficulty you have experienced with this return
We have confirmed with our Distribution Center that the items have been received and would like to
assist with your refundUpon review, the credit card on your Beauty Insider account has expiredPlease update your credit card online or contact or email our Beauty Concierge at ***@sephora.com with a time that is convenient for our Team to schedule a call with you to update the information by phone
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 Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please mail me a check to *** XXXXX attn *** ***Once this is completed, I will close thisThank you
Final Business Response /* (4000, 15, 2016/02/04) */
Dear ***,
We have submitted our request to have a check sent to your home address for the amount of $
Please know that Check payments will be mailed from our Finance Department and can take anywhere from 3-weeks before you receive it via mail to the address you have provided in the Client Claim form
Best,
Sephora Client Services
Final Consumer Response /* (2000, 17, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept thisThank you
Complaint: ***I am rejecting this response because: their policy states that they accept returns if for any reason the customer is unsatisfied I had an allergic response to some of the products so yes I was I in satisfied In addition , Sephora used a blanket reason to deny a refund for the entire order when the order included other items that were brand new or used once- for example the Moroccanoil Treatment (regular) and the Laneige Water Sleeping Mask In addition, when a company refuses a return, the standard policy for companies is to return these items to the customer The company shouldn’t refuse a refund and also keep the items But yet that is what sephora did here I want a refund for the items I returned because my return fell under their return policy as stated on their website But when they denied me a refund, they should have returned all the items to me.Sincerely,*** Lee
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Sincerely, *** ***
Initial Business Response /* (1000, 5, 2016/02/04) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for your recent Sephora experience
It appears that you have spoken directly with our Solutions Department and have resolved the issue
As an apology for
your experience, we have added an online store credit in the amount of $to your Rouge accountThis is the equivalent of expedited 1-Day Flash Shipping chargesThe credit never expires, and should you prefer to use the amount towards your merchandise total, the credit will apply automatically to your next order
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 Consumer Rebuttal /* (2000, 7, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank youI spoke to the solutions department after writing my complaintThe employee helped me resolve the issueI hope that appropriate action is taken against the associate that refers to herself as *** so she doesn't treat other clients the way she treated me
Dear ***,
Thank you for providing your BI account information
We recommend that you dispute this returnTRE (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 report
If a dispute is filed you will receive a notification of what decision was madeTRE will consider any written dispute received, regardless of the reason for the initial declinePlease note that Sephora Client Services does not have influence over TRE decisions.Regards,Sephora Client Services
Initial Business Response /* (1000, 5, 2016/01/12) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for your experience
We would like to correct the issue and have refunded your Mastercard ending in in the amount of $for the order #XXXXXXXXXX that
never arrivedPlease allow 3-business days for this transaction to appear on your billing statement
The amount of the Holiday Reward Card ($15) that was applied to the original order has been added to your account in the form of online store creditThis credit never expires and will automatically apply to your next order
As an apology, we have also added another online store credit to your account in the amount of $- the equivalent of expedited Flash 1-Day Shipping chargesIf you would prefer to use this credit towards your merchandise total on a future order, we welcome you to do so
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 Consumer Rebuttal /* (2000, 7, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks you guys are awesome
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, *** ***
Initial Business Response /* (1000, 5, 2016/01/12) */
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for your in store experience at our Burlington location
Your feedback and the details of your expereince have been forwarded to the appropriate contact within the
Sephora stores organizationThey will do their best to address your concerns and will respond accordingly
At this time, Sephora.com is unable to process returns or exchanges for items purchased in our Sephora retail storesWe apologize for any inconvenience
We truly appreciate your patience while the store researches the incident fully and have added points to your Beauty Bank for the experienceThese points never expire and are the equivalent to having made a $purchase from SephoraYou may redeem these points on a future purchase online or 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
Best,
Sephora Client Services
Complaint: ***I am rejecting this response because:
The issue was not resolved! I did not get the samplesIf it was resolved why would I need to go the Revdex.com?! Your company came up with a solution which I rejectedI do not want pointsWhy in the world would I continue to do business with a company that did not honor their initial promotion? If I purchase from you again, I would have the SAME problemI do not want your pointsYou have lost my business if I have to work so hard to get what was promisedI want what was offered in the promotion, nothing more.Sincerely,*** ***
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for this experience
While not commonly used, we are happy to assist you in redeeming your eGift Certificate!
Please reach out to our Beauty Advisors by phone at 1-877-SEPHORA (877-737-4672) when
you are ready to place your orderWe will gladly apply your eGift Certificate to your order
We understand that this has been a frustrating experience and have added points to your Beauty BankThe points never expire and may be redeemed online or in store for items from our Beauty Bazaar!
Thank you for your patience and understandingWe hope you will choose to shop with Sephora again in future
Best wishes,
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 ***,
Thank you for contacting Sephora
As a courtesy, we have added *** Beauty Insider point to your VIB account This is equivalent to $*** spent with Sephora, and these points do not expire They are available for your use at anytime Please know that your account is currently at VIB status
We have also added a online store credit of $for free shipping on your next Order Please let us know if we can assist you further Again, we apologize for any inconvenience caused
Regards,Sephora Client Services
Complaint: ***I am rejecting this response because:They did nothing to help me
Sincerely,*** ***
Complaint: ***I am rejecting this response because: I bought broken product directly from the *** and *** store, as I mentioned the powder was opened and the foundation cracked and leaking inside the box, THAT WAS SEPHORAS FAULT AND YOU REFUSE TO TAKE RESPONSIBILITY FOR SELLING ME DAMAGED PRODUCTSRegardless of the stores return policy YOU SHOULDNT HAVE DAMAGED PRODUCTS ON YOUR SHELFI'm fed up with this run aroundI want store credit to repurchase the three damaged productsAnd I will never f
king shop your company again.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/10/13) */
Dear ***,
We sincerely apologize for the difficulty you have experienced while unsubscribing to our emails
We have removed your email address from our mailing list and submitted the issue to our IT department for further research
Please allow 7-business days for this update to take effectWe sincerely apologize for any inconvenience this may have caused
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received another email todayYou haven't fixed anything
Final Business Response /* (4000, 9, 2015/10/25) */
We sincerely apologize you received an email from Sephora
We have re-submitted your complaint as a priority to our IT departmentWe are ensuring no emails will be sent to either of the email addresses provided through this Revdex.com complaint
Again, we are very sorry for any inconvenience and we thank you for your patience
Final Consumer Response /* (3000, 13, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Received another email today! Holiday sets are in!! When I stop being contacted we can close the issueYour system is obviously very brokenWhen does this become harassment?
Initial Business Response /* (1000, 5, 2016/01/07) */
Dear ***
We have reviewed your Revdex.com complaint and sincerely apologize that you had a less than perfect experience
We would love to research the incident further and see how we can better assist you
Please email
***@sephora.com with the following information:
+The item name/number that you attempted to return/exchange
+The item name/number that you attempted to return/exchange for
We look forward to assisting you!
Best,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing was resolved with this replyI did e-mail themI'm waiting for their response
Final Business Response /* (4000, 9, 2016/01/22) */
Dear ***
Thank you for reaching out to our Beauty Concierge
We have responded directly via email asking for further clarification as it appears that in your Revdex.com complaint, the items attempted to be returned were Christmas gifts, however in your email you claim that the items were purchased by you
Without more information, we regret that we are unable to assist you further
Thank you for your patience and understanding,
Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize that your orders were cancelled
In reviewing your account, it appears you have been able to place several orders sincePlease do not hesitate to let us know if you encounter further issues ordering items
through Sephora.com
We regret that the orders that were cancelled may have included items that are now Out of StockWe have added $*** in online store credit to your Sephora account as an apologyThis online store credit never expires and is the equivalent of applying Flash 1-Day Shipping to orders
We hope you will continue to shop with Sephora
Best regards,
Sephora Client Services
Complaint: ***
I am rejecting this response because: this is the same response I have gotten from each partyIt is clear that Sephora does not value their consumers so I will be conducting my business elsewhere
Sincerely,*** ***
We sincerely apologize for any confusion however we are unable to provide any information as it pertains to denied return transactionsTRE (The Retail Equation) will be able to provide a Return Activity Report (RAR)Once this report is received, there is a process to dispute the accuracy or completeness of any information contained in the RAR reportRegards, Sephora Client Services
Initial Business Response /* (1000, 5, 2016/01/14) */
Dear ***,
We have researched your Revdex.com complaint and sincereley apologize for the difficulty you have experienced with this return
We have confirmed with our Distribution Center that the items have been received and would like to
assist with your refundUpon review, the credit card on your Beauty Insider account has expiredPlease update your credit card online or contact or email our Beauty Concierge at ***@sephora.com with a time that is convenient for our Team to schedule a call with you to update the information by phone
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 Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please mail me a check to *** XXXXX attn *** ***Once this is completed, I will close thisThank you
Final Business Response /* (4000, 15, 2016/02/04) */
Dear ***,
We have submitted our request to have a check sent to your home address for the amount of $
Please know that Check payments will be mailed from our Finance Department and can take anywhere from 3-weeks before you receive it via mail to the address you have provided in the Client Claim form
Best,
Sephora Client Services
Final Consumer Response /* (2000, 17, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept thisThank you
Complaint: ***I am rejecting this response because: their policy states that they accept returns if for any reason the customer is unsatisfied I had an allergic response to some of the products so yes I was I in satisfied In addition , Sephora used a blanket reason to deny a refund for the entire order when the order included other items that were brand new or used once- for example the Moroccanoil Treatment (regular) and the Laneige Water Sleeping Mask In addition, when a company refuses a return, the standard policy for companies is to return these items to the customer The company shouldn’t refuse a refund and also keep the items But yet that is what sephora did here I want a refund for the items I returned because my return fell under their return policy as stated on their website But when they denied me a refund, they should have returned all the items to me.Sincerely,*** Lee
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Sincerely, *** ***