Complaint:***I am rejecting this response because: This will be presented as part of my credit report and that in turn will affect my personal life and future goalsI refuse to accept your apology much less your lack of apathyYou are a terrible company and sell high end products with mediocre service from the cashier all the way up to corporate that sits on company issuesOthers should know and will know the level of incompetence and lack of transparency this company has from store front to the head of the companyYour response is a poor excuse of professionalism.Sincerely,*** ***
Complaint: ***I am rejecting this response because: They completely disregarded what my complaint was about, and did not meet my compensation requestsLegal action will be taken against Sephora if they do not compensate me further.Sincerely,*** ***
Complaint: ***I am rejecting this response because:
The business response does not provide any information that solutions for my complaint:
- The product is out of its yr warranty period
- The product was not found on my Sephora account, despite being purchased with it
- I contacted TRE and was told that this return was rejected because of the cost of the return - had nothing to do with my return historyTherefore, there is no way for me to resolve without intervention from Sephora
The return policy when this item was purchased was such that I could return it yrs out if I experienced a problem with it and this should be honored.Sincerely,*** ***
Complaint: ***I am rejecting this response because:the manager told me that the items would be placed in the officeI have already called the store and my call wasn't returnedYour team took responsibility of my items and lost/misplaced/stole themTherefore I want your team to be responsible.Sincerely,*** ***
Complaint: ***I am rejecting this response because:
I transfered my funds on my gift card to the Sephora appI received my card as a gift there for I do not have proof of purchaseI trusted the app would store my card safely and it did notThe app is defective and there needs to be accountability held for its malfunction and trust restored to the publicOtherwise remove the option off the app or create a better system to track fundsI understand that the gift card is treated like cash and if I lost the card it would be lost and Sephora would not be responsible for itHowever I did not lose my gift cardI stored it in sephoras appI trusted that when I put it inside it would be protectedUnless Sephora takes responsibility for its faulty, defective, and malfunctioning products, especially when they expect customers to place their trust and money into their product, I will not be satisfied with their responseI want this option on the app to be researched, corrected, trust restored to the public, and I want a store credit for the funds that were stolen from me.
Sincerely,***
Dear MrGargaros,
This sounds very frustrating and we are genuinely sorry to hear about your experience both with this gift card and our Customer Service Team
We apologize that you were provided with misinformation about where gift cards issued in the US can be used when you originally
purchased this gift card at our Times Square store location on December 16th, We have shared this feedback with our retail division to ensure that accurate information is offered in the future and please know that they take comments like yours very seriouslyWe have also asked our Quality Assurance Manager to review the correspondences that you had with our Customer Service Team by phone and email and she has already begun looking into them
For the gift card that your sister is unable to use, we have issued a refund of $to the Master Card ending in *** that had previously been saved to your Sephora.com accountPlease allow a few business days for this amount to appear in your account
We have also added $in online store credit to your Sephora.com account so that you are able to purchase something for yourself or your sisterThis amount never expires and will automatically apply to your next online orderAlong with this amount, we added points to your Beauty Insider Beauty Bank and we hope you enjoy redeeming these points with your next online order or store visit
We hope this helps and that you will shop with us again in the future to give us the opportunity to show you the kind of experience that we strive to provide to all of our valued clients
Sincerely,
Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and apologize for any confusion in regards to your refund(s)
Due to the sensitive nature of this information, our Client Services Department will be reaching out to you directly, at the email address provided
Thank you,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/11/01) */
We have received your Revdex.com complaint and sincerely apologize for any confusion or embarrassment that may have occurred during your recent store visitWe reviewed your account and were able to see that on 10/27/at the Evergreen Walk location
you were able to return NARS LipsticksOn this day you also purchased NARS lipsticks in different shadesIt appears that the store was able to successful make the exchange by issuing a refund for the unwanted items so that a purchase could then be made
When making a return or exchange in a Sephora store location if you do not have a receipt or gift receipt to present as proof of purchase, the store will need to verify the purchaseThis can be done by presenting the credit card that was used, or by looking up the purchases in your Beauty Insider accountFor approved returns without a receipt or where we cannot otherwise verify your purchase, we offer store credit in the form of a Sephora merchandise creditPlease keep in mind that all returns and exchanges made in store locations are at the store's discretion http://www.sephora.com/customerService/customerServiceTemplate.jsp?mediaId=XXXXX...⇄ />
Returns 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 (The Retail Equation aka ***) of customer return activity that Sephora uses to authorize returns and prevent fraudOnce again our deepest apologies if anything involved in this process made you feel uncomfortable
For questions regarding store return decisions, please contact *** (The Retail Equation) Customer Service at X-XXX-XXX-XXXX, Monday through Friday, 8am-5pm PST, send them an e-mail to ***@theretailequation.com or a letter to the mailing address listed below
***
PO Box XXXXX
***
XXXXX
*** (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
On 10/28/we added points (the equivalent of spending $with us) to your Beauty Bank for any inconvenience experiencedThese points never expire and can be redeemed for deluxe samples
We hope that you will shop with us again to give us the opportunity to show you the kind of experience we strive to offer all of our valued clients
Initial Consumer Rebuttal /* (3000, 8, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It does not seem that this business values there customers whatsoever I'm aware of the policy and have reviewed it in detailI was even told by one of your customer service reps that the information given to me was incorrectI am not happy with this resolution as I mentioned I have never had a situation present itself as embarrassing as the way I was treated at this storeI feel the way I was treated was degrading and as I mentioned before this was my first exchange there was no reason for this treatmentAs I mentioned before the only way I would ever shop at this store again is if they gave me a merchandise credit for the inconvenience I don't think the beauty points are sufficient and it is insulting how little this company caresThat they would let there employees lie and embarrass actual customers
Final Consumer Response /* (3000, 14, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This resolution is absolutely insulting they literally gave me a $service that I do not needI will be taking my business elsewhere as clearly they don't care to keep it at this establishmentIts a shame that you would allow such customer service to occur and insult your clients with pitiful resolutions for suck a large companyI will be shopping elsewhere no reason to go to a store where you don't value your clients
Final Business Response /* (4000, 16, 2015/11/17) */
Dear ***,
We sincerely apologize for any miscommunication regarding this Revdex.com complaintWe never mean to offend and had hoped to find a feasible middle ground by offering you our Flash 2-Day Shipping subscription and credits to upgrade this service to 1-Day Flash Shipping
We respect your decision to shop with other retailersShould you choose to shop with Sephora again, our Cast Members will be happy to assist you in store and our Beauty Advisors are available for any beauty questions you may have by phone or email
The complimentary Flash shipping subscription will remain active on your account until 11/11/The store credit of $will also remain available to you as it never expires
Our hope is that you will once again choose Sephora for your beauty purchases and will be able to take advantage of these offers
Regards,
Sephora Client Services
Complaint: ***I am rejecting this response because: I feel you guys are not understanding what I am sayingThe problem is not future orders because I will not be placing any orders onlineThe problem was my past order where I placed orders which both were canceled and I lost the points and I had to go into the store to pick up the items because the representative that I spoke to named *** explained to me that there is nothing they can do about my lost points and don't order anything online any more. Sincerely,*** ***
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 understand that it is frustrating when products don’t work out as expected and we again apologize for your experiencesUpon reviewing the information submitted with your original Revdex.com message, we were unable to find any indication that you contacted our Customer Service team on ***, *** and *** and attempted to resolve this issueIt sounds as though you may have received this gift card after making a return in-storeIf that is the case, please respond with the gift card number and the information of the store that issued it to youFrom there, we would be able to send these details to the store location for further assistanceWe thank you for your patience and understanding and we look forward to receiving this information
Warm Regards,
Megan
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for any inconvenience caused
We appreciate the feedback you have providedAs a company, we strive to provide the best service to our clients and your feedback is always welcome.Your information will be forwarded to the
appropriate department within our organization and they will do their best to incorporate your feedback in our future endeavors
We regret that at this time, we are unable to select between *** and ***, however we invite you to select *** as your preferred shipping method when ordering onlineThis will guarantee your items will be shipped through USPS
We sincerely hope you will choose to continue to shop with Sephora
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 me
Sephora offered to bill Beauty points to the Sephora account of my wife using her email address "[email protected]"
I will follow up on this to make sure that they issue the points
Sincerely, *** ***
Dear ***, We have reviewed your Revdex.com complaint and are very sorry for this experience!We have escalated your complaint to the appropriate contact within the retail division to ensure you are contacted promptly. Thank you for your patience!Warm regards, Sephora Client Services
Complaint: ***I am rejecting this response because:
Sephora refused to say why exactly the address for the delivery was changed, even though I did not request the address changeThey also took an extremely long time to refund my orderTo my understanding, Sephora is a sub brand of *** *** *** *** needs to look into this and figure out why customer'a delivery address are being changed without the customer requesting itThis is a serious lax in qualityQuality is something that *** is known forSephora is tarnishing the name of ***. Sincerely,*** ***
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 have reviewed your Revdex.com complaint and sincerely apologize that you may have had a bad experience in storeAt this time, we are hoping to better understand the situation and have requested that the store
provide footage of the incident so that we may better identify what occurredThank you for your patience while we research this incidentWe hope to resolve this soonBest, Sephora Client Services
Dear ***,
We are sorry to hear that our resolution has not resolved your issue
A damaged item is not the client experience we hope to provide to our clientsThe Nicole Guerriero Glow Kit by Anastasia Beverly Hills is now Out of StockWe will not be shipping this, or other Anastasia Beverly Hills palettes at this timeWe have issued you a full refund for the itemYou have also been awarded points to your Beauty Bank as well as Free Flash 2-Day Shipping for a full year
Thank you for your understanding,
Sephora Client Services
Dear ***,
We are very sorry for this experience
To clarify, a signature is not required for delivery of packages, and would be requested at the discretion of the person making the deliveries
At this time, we are unable to offer you a refund for this orderWe recommend reaching out to your financial institution for the next stepsWe understand this may be frustrating and thank you for your patience and understanding
Thank you,
Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and are sorry to see that you may have had difficulties with your order(s)
It appears two orders have been placed on your account, both in ***Please provide additional information about your complaint and them specific order so
that we may assist you further
We look forward to hearing from you!
Thank you,
Sephora Client Services
Complaint:***I am rejecting this response because: This will be presented as part of my credit report and that in turn will affect my personal life and future goalsI refuse to accept your apology much less your lack of apathyYou are a terrible company and sell high end products with mediocre service from the cashier all the way up to corporate that sits on company issuesOthers should know and will know the level of incompetence and lack of transparency this company has from store front to the head of the companyYour response is a poor excuse of professionalism.Sincerely,*** ***
Complaint: ***I am rejecting this response because: They completely disregarded what my complaint was about, and did not meet my compensation requestsLegal action will be taken against Sephora if they do not compensate me further.Sincerely,*** ***
Complaint: ***I am rejecting this response because:
The business response does not provide any information that solutions for my complaint:
- The product is out of its yr warranty period
- The product was not found on my Sephora account, despite being purchased with it
- I contacted TRE and was told that this return was rejected because of the cost of the return - had nothing to do with my return historyTherefore, there is no way for me to resolve without intervention from Sephora
The return policy when this item was purchased was such that I could return it yrs out if I experienced a problem with it and this should be honored.Sincerely,*** ***
Complaint: ***I am rejecting this response because:the manager told me that the items would be placed in the officeI have already called the store and my call wasn't returnedYour team took responsibility of my items and lost/misplaced/stole themTherefore I want your team to be responsible.Sincerely,*** ***
Complaint: ***I am rejecting this response because:
I transfered my funds on my gift card to the Sephora appI received my card as a gift there for I do not have proof of purchaseI trusted the app would store my card safely and it did notThe app is defective and there needs to be accountability held for its malfunction and trust restored to the publicOtherwise remove the option off the app or create a better system to track fundsI understand that the gift card is treated like cash and if I lost the card it would be lost and Sephora would not be responsible for itHowever I did not lose my gift cardI stored it in sephoras appI trusted that when I put it inside it would be protectedUnless Sephora takes responsibility for its faulty, defective, and malfunctioning products, especially when they expect customers to place their trust and money into their product, I will not be satisfied with their responseI want this option on the app to be researched, corrected, trust restored to the public, and I want a store credit for the funds that were stolen from me.
Sincerely,***
Dear MrGargaros,
This sounds very frustrating and we are genuinely sorry to hear about your experience both with this gift card and our Customer Service Team
We apologize that you were provided with misinformation about where gift cards issued in the US can be used when you originally
purchased this gift card at our Times Square store location on December 16th, We have shared this feedback with our retail division to ensure that accurate information is offered in the future and please know that they take comments like yours very seriouslyWe have also asked our Quality Assurance Manager to review the correspondences that you had with our Customer Service Team by phone and email and she has already begun looking into them
For the gift card that your sister is unable to use, we have issued a refund of $to the Master Card ending in *** that had previously been saved to your Sephora.com accountPlease allow a few business days for this amount to appear in your account
We have also added $in online store credit to your Sephora.com account so that you are able to purchase something for yourself or your sisterThis amount never expires and will automatically apply to your next online orderAlong with this amount, we added points to your Beauty Insider Beauty Bank and we hope you enjoy redeeming these points with your next online order or store visit
We hope this helps and that you will shop with us again in the future to give us the opportunity to show you the kind of experience that we strive to provide to all of our valued clients
Sincerely,
Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and apologize for any confusion in regards to your refund(s)
Due to the sensitive nature of this information, our Client Services Department will be reaching out to you directly, at the email address provided
Thank you,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/11/01) */
We have received your Revdex.com complaint and sincerely apologize for any confusion or embarrassment that may have occurred during your recent store visitWe reviewed your account and were able to see that on 10/27/at the Evergreen Walk location
you were able to return NARS LipsticksOn this day you also purchased NARS lipsticks in different shadesIt appears that the store was able to successful make the exchange by issuing a refund for the unwanted items so that a purchase could then be made
When making a return or exchange in a Sephora store location if you do not have a receipt or gift receipt to present as proof of purchase, the store will need to verify the purchaseThis can be done by presenting the credit card that was used, or by looking up the purchases in your Beauty Insider accountFor approved returns without a receipt or where we cannot otherwise verify your purchase, we offer store credit in the form of a Sephora merchandise creditPlease keep in mind that all returns and exchanges made in store locations are at the store's discretion
http://www.sephora.com/customerService/customerServiceTemplate.jsp?mediaId=XXXXX...⇄ /> Returns 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 (The Retail Equation aka ***) of customer return activity that Sephora uses to authorize returns and prevent fraudOnce again our deepest apologies if anything involved in this process made you feel uncomfortable
For questions regarding store return decisions, please contact *** (The Retail Equation) Customer Service at X-XXX-XXX-XXXX, Monday through Friday, 8am-5pm PST, send them an e-mail to ***@theretailequation.com or a letter to the mailing address listed below
***
PO Box XXXXX
***
XXXXX
*** (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
On 10/28/we added points (the equivalent of spending $with us) to your Beauty Bank for any inconvenience experiencedThese points never expire and can be redeemed for deluxe samples
We hope that you will shop with us again to give us the opportunity to show you the kind of experience we strive to offer all of our valued clients
Initial Consumer Rebuttal /* (3000, 8, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It does not seem that this business values there customers whatsoever I'm aware of the policy and have reviewed it in detailI was even told by one of your customer service reps that the information given to me was incorrectI am not happy with this resolution as I mentioned I have never had a situation present itself as embarrassing as the way I was treated at this storeI feel the way I was treated was degrading and as I mentioned before this was my first exchange there was no reason for this treatmentAs I mentioned before the only way I would ever shop at this store again is if they gave me a merchandise credit for the inconvenience I don't think the beauty points are sufficient and it is insulting how little this company caresThat they would let there employees lie and embarrass actual customers
Final Consumer Response /* (3000, 14, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This resolution is absolutely insulting they literally gave me a $service that I do not needI will be taking my business elsewhere as clearly they don't care to keep it at this establishmentIts a shame that you would allow such customer service to occur and insult your clients with pitiful resolutions for suck a large companyI will be shopping elsewhere no reason to go to a store where you don't value your clients
Final Business Response /* (4000, 16, 2015/11/17) */
Dear ***,
We sincerely apologize for any miscommunication regarding this Revdex.com complaintWe never mean to offend and had hoped to find a feasible middle ground by offering you our Flash 2-Day Shipping subscription and credits to upgrade this service to 1-Day Flash Shipping
We respect your decision to shop with other retailersShould you choose to shop with Sephora again, our Cast Members will be happy to assist you in store and our Beauty Advisors are available for any beauty questions you may have by phone or email
The complimentary Flash shipping subscription will remain active on your account until 11/11/The store credit of $will also remain available to you as it never expires
Our hope is that you will once again choose Sephora for your beauty purchases and will be able to take advantage of these offers
Regards,
Sephora Client Services
Complaint: ***I am rejecting this response because: I feel you guys are not understanding what I am sayingThe problem is not future orders because I will not be placing any orders onlineThe problem was my past order where I placed orders which both were canceled and I lost the points and I had to go into the store to pick up the items because the representative that I spoke to named *** explained to me that there is nothing they can do about my lost points and don't order anything online any more. Sincerely,*** ***
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 understand that it is frustrating when products don’t work out as expected and we again apologize for your experiencesUpon reviewing the information submitted with your original Revdex.com message, we were unable to find any indication that you contacted our Customer Service team on ***, *** and *** and attempted to resolve this issueIt sounds as though you may have received this gift card after making a return in-storeIf that is the case, please respond with the gift card number and the information of the store that issued it to youFrom there, we would be able to send these details to the store location for further assistanceWe thank you for your patience and understanding and we look forward to receiving this information
Warm Regards,
Megan
Dear ***,
We have reviewed your Revdex.com complaint and sincerely apologize for any inconvenience caused
We appreciate the feedback you have providedAs a company, we strive to provide the best service to our clients and your feedback is always welcome.Your information will be forwarded to the
appropriate department within our organization and they will do their best to incorporate your feedback in our future endeavors
We regret that at this time, we are unable to select between *** and ***, however we invite you to select *** as your preferred shipping method when ordering onlineThis will guarantee your items will be shipped through USPS
We sincerely hope you will choose to continue to shop with Sephora
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 me
Sephora offered to bill Beauty points to the Sephora account of my wife using her email address "[email protected]"
I will follow up on this to make sure that they issue the points
Sincerely, *** ***
Dear ***, We have reviewed your Revdex.com complaint and are very sorry for this experience!We have escalated your complaint to the appropriate contact within the retail division to ensure you are contacted promptly. Thank you for your patience!Warm regards, Sephora Client Services
Complaint: ***I am rejecting this response because:
Sephora refused to say why exactly the address for the delivery was changed, even though I did not request the address changeThey also took an extremely long time to refund my orderTo my understanding, Sephora is a sub brand of *** *** *** *** needs to look into this and figure out why customer'a delivery address are being changed without the customer requesting itThis is a serious lax in qualityQuality is something that *** is known forSephora is tarnishing the name of ***. Sincerely,*** ***
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 have reviewed your Revdex.com complaint and sincerely apologize that you may have had a bad experience in storeAt this time, we are hoping to better understand the situation and have requested that the store
provide footage of the incident so that we may better identify what occurredThank you for your patience while we research this incidentWe hope to resolve this soonBest, Sephora Client Services
Dear ***,
We are sorry to hear that our resolution has not resolved your issue
A damaged item is not the client experience we hope to provide to our clientsThe Nicole Guerriero Glow Kit by Anastasia Beverly Hills is now Out of StockWe will not be shipping this, or other Anastasia Beverly Hills palettes at this timeWe have issued you a full refund for the itemYou have also been awarded points to your Beauty Bank as well as Free Flash 2-Day Shipping for a full year
Thank you for your understanding,
Sephora Client Services
Dear ***,
We are very sorry for this experience
To clarify, a signature is not required for delivery of packages, and would be requested at the discretion of the person making the deliveries
At this time, we are unable to offer you a refund for this orderWe recommend reaching out to your financial institution for the next stepsWe understand this may be frustrating and thank you for your patience and understanding
Thank you,
Sephora Client Services
Dear ***,
We have reviewed your Revdex.com complaint and are sorry to see that you may have had difficulties with your order(s)
It appears two orders have been placed on your account, both in ***Please provide additional information about your complaint and them specific order so
that we may assist you further
We look forward to hearing from you!
Thank you,
Sephora Client Services