Dear [redacted],
We understand how frustrating it when orders are delayed and we genuinely apologize for your recent ordering experiences. In reviewing your account, we found that you have already been refunded for all orders placed between [redacted] and [redacted], as you requested. Per...
tracking information associated with orders #[redacted], #[redacted] and #[redacted], it appears that these orders were delivered after contacting our Client Services Team for refunds. If you still require additional assistance, please reply back with any other concerns and we would be happy to assist you.
Warm Regards,
Megan
Sephora Corporate Concierge
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience.
In reviewing your account, it appears you have already spoken with a representative and had the items shipped out to you. We hope you enjoy your products!
As an additional apology for the...
experience, we have added an online store credit in the amount of $[redacted] which will cover Flash 1-Day Shipping on three orders. The store credit never expires, and may be applied to your Merchandise Total instead of towards expedited shipping, should you prefer.
Best regards,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because: I have now had several allergic reactions and am not willing to compromise my health or safety to shop with you, it's simply a risk im not willing to take and I hope you understand I have tried. I also feel bad wasting products that you then have to damage out, so I was asking as a one time good faith gesture that you might consider cashing out this gift card issued in my name and you're more than welcome to look at the transaction history to prove I have tried products. I understand this is not normal policy, but having several health concerns isn't normal either and that's why I'm asking you to please consider making an exception given the circumstances. It would be very unfortunate if you were content having the opportunity to assist and yet turning away that help. Sincerely,[redacted]
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience.
We would first like to reassure you that we do still have some spots left on our Play! subscription list, and invite you to re-enroll at your earliest convenience. Additionally, we want to...
reassure you that our agents do not provide fake names. It was purely coincidence that you spoke with two agents with very similar names.
We understand this has been a confusing experience and thank you for providing your feedback. This has already been forwarded to the Client Services department to ensure this type of experience does not occur again.
We would like to apologize for the confusion and overall experience, and have added an additional [redacted] points (the equivalent to having spent $[redacted] with Sephora) to your Beauty Bank. Your new Beauty Bank total is [redacted] points. These points never expire and may be redeemed online or in store for gifts available at checkout! Also, an online store credit in the amount of $[redacted] has been added to your Sephora account. This online store credit also does not expire, and will cover the cost of our expedited 1-Day shipping option on a future order. Should you prefer to not use this amount towards your shipping costs, the credit may be applied to your merchandise total.
Sephora prides itself on providing excellent customer service to all our valued clients, and we cannot apologize enough that your recent experience was not a good example of this. We hope you will choose to shop with Sephora again so that we may show you the kind of experience we strive to provide.
Best regards,
Sephora Client Services
We have reviewed your Revdex.com complaint and sincerely apologize for any confusion in regards to your status within our Beauty Insider Program.
The Beauty Insider Program is a rewards program offered by Sephora USA, Inc to its customers located in the [redacted] and...
[redacted]. Under the Program, you earn one (1) Beauty Insider point (“point”) for every [redacted] or [redacted] dollar spent (as applicable based on country of purchase) on merchandise (excludes the purchase of e-gift cards, gift cards, taxes and/or shipping) in the United States and [redacted] online, in Sephora retail stores or in Sephora inside [redacted] retail stores (U.S. only). Sephora purchases on [redacted] do not qualify for tier status and points are not earned on these purchases. You must provide your Beauty Insider e-mail address to have any points credited to your Beauty Bank.
You may view your Account Information at any time on Sephora.com. On the My Account page, you can see your Beauty Bank balance as well as the amount you are required to spend to maintain your current Beauty Insider status through the next calendar year.
VIB Rouge status is conferred on those registered Beauty Insider members who spend a minimum of $[redacted] on merchandise (excludes the purchase of e-gift cards, gift cards, taxes and/or shipping) online, in [redacted] and Canadian stores, and in Sephora inside [redacted] stores during one calendar year ([redacted]). Sephora purchases on [redacted] do not qualify for tier status and points are not earned on these purchases. VIB Rouge status is good for the calendar year in which the BI member qualifies and the following full calendar year; after that, annual requalification is required. Sephora may, in its sole discretion, alter, limit, or modify the VIB Rouge program rules, regulations, benefits, eligibility for membership, or any other feature of the VIB Rouge program or may terminate the VIB Rouge program at any time in its sole discretion, without prior notice.
In reviewing your account, your current status remains at VIB (Very Important Beauty Insider) as your total spend in [redacted] was $[redacted], and you did not qualify for VIB Rouge through [redacted].
Complaint: [redacted]I am rejecting this response because:they just replied the same massage like before , still no compensate or any explanation of the delivery problem.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: As I stated in my complaint I have contacted this company verbally and in writing numerous times and their response is that the decision to take my item back is up to Sephora. It is prejudicial when I'm in the store seeing another customers item being returned with or without a receipts and mine are not.
Sincerely,[redacted]
Dear [redacted],
This seems frustrating and we genuinely apologize for your recent ordering experience. Upon review, we can see that the Tatcha Water Cream 100 point reward was removed from your order because it went out of stock. Usually, this happens when the warehouse is packing your order and...
finds that the remaining inventory of the point rewards are damaged or in an unsuitable condition to send to clients. Please note that when this point reward went out of stock, an error resulted in the item being shown in the incorrect size and not as the deluxe sized sample that it was. Additionally, at the time your order was placed, our warehouse was experiencing a processing delay affecting some orders and yours appears to have been one of them. The processing delay also delayed the removal of the out of stock point reward from your order until right before it shipped.
As we can see that you are a loyal Sephora client, we are sending you the full size Tatcha Water Cream completely free of charge, along with some other skincare samples that we think you will enjoy. You will receive both an order and shipment confirmation email so that you are able to track your package’s progress. We are again so sorry about the experience you had with order #[redacted] and we hope that you enjoy these complimentary products.
Sincerely,
Sephora Client Services
We have reviewed your Revdex.com complaint and sincerely apologize for the delay in regards to the Chargeback.
We welcome you to shop online or in store and hope that you will continue to be a valued Sephora client. For the delay, we have also added 500 points to your Beauty...
Bank which may be redeemed in store or online with a future purchase.
Initial Business Response /* (1000, 5, 2015/11/19) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for any inconvenience.
Upon review, you have already spoken with an agent regarding the items that went out of stock before your order could be shipped. Rest...
assured, Sephora will still honor the 20% off on the items that went out of stock. When the items come back in stock, please contact our Beauty Advisors by phone so that we may assist you in placing your order and ensuring the 20% is applied. We regret that the codes that were given to our clients are no longer valid and we are unable to generate a new code for client use.
In regards to the cashback, we will be happy to add the amount you would have received to your account in the form of online store credit. Please email [redacted]@sephora.com from your registered email with as much information as possible regarding the third party site and the cashback percentage they offered. Once we have verified this information, we will notify you with a confirmation email.
The online store credit does not expire and will apply to your next online order.
Best regards,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because: I was instructed not to out the gift card number in the complaint as it is posted on the website and anyone can access it. Please email me at [redacted] so I can email you the gift card number. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: Please note that I have rejected the response because the issue currently unresolved. I have followed Sephora's instructions and emailed their Client Specialist with the information they asked for. I await Sephora's response in resolving this matter. Sincerely,[redacted]
Dear [redacted], We have reviewed your Revdex.com complaint. In reviewing your account associated with the email [redacted], it appears that no orders have been placed. We would like to research your order for you further. Please provide your order number so that we may continue to assist you. Best...
Complaint:[redacted]I am rejecting this response because: The store manager at the sephora store said you guys have one year policy return. I am not worry about the return or get my money back, it is a principle in customer service. Take care of your customers if you want their business. I already file the claim with the return consumer, they took me off the list a long time ago. Please take back the flash subscription,I will more than happy to pay $[redacted] subscription if I need 2 day shipping. there is only a few things that I need to get from sephora because the exclusive, but I am more than happy to give my business to [redacted], [redacted] where they [redacted]at me like I am their customer. I just want to give you guys a feedback how your customer department [redacted]at their customer, if my concern has been address properly. I would never file complaint with Revdex.com. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: Please open a support ticket with CCH to resolve the issue. I verified with CCH that they have my zip+4 as [redacted], which is also confirmed through the CO Dept of Revenue website (https://www.colorado.gov/pacific/tax/local-sales-use-tax-by-address). I am attaching a conversation on[redacted] with the CCH support agent.Sincerely,[redacted]
Dear [redacted],
We have reviewed your Revdex.com complaint and the missing order. We appreciate the feedback you have provided. As a company, we strive to provide the best service to our clients and your feedback is always welcome. Your information will be forwarded to the appropriate department within our...
organization and they will do their best to incorporate your feedback in our future endeavors.At this time, we recommend that you contact your Financial Institution for assistance with the next steps you will need to take in regards to the order.Regards,Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and are very sorry to hear that you may not have received the samples you were expecting. In reviewing your account it appears that you spoke with a representative and have now resolved this issue. Should you need any further assistance please do...
not hesitate to contact us at 1-877-SEPHORA (1-877-737-4672).Thank you for your patience and understanding.Sincerely,Sephora Client Services
Dear[redacted],
We have reviewed your Revdex.com complaint and are very sorry to hear about this experience.We appreciate the feedback that you have provided us with in regard to your experience at our [redacted] Sephora store. As a company we strive to provide our clients with the best service and we are sorry to...
hear about your experience. Your feedback has been forwarded to the appropriate contact within the Sephora stores organization. They will do their best to address your concerns and will respond accordingly. Please allow 5-7 business days for a response so that the matter can be fully researched. Sincerely,Sephora Client Services
Initial Business Response /* (1000, 10, 2016/01/25) */
Dear [redacted],
We have reviewed your Revdex.com complaint and are very sorry to hear that your returns were not processed fully.
We would like to research the matter further. Please email our Beauty Concierge at [redacted]@sephora.com with the...
name of the Sephora store where the returns were made.
We look forward to hearing from you!
Best,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 12, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already emailed them many times with information regarding this matter and not until I contacted Revdex.com did I get any response from Sephora. Right after contacting Revdex.com Sephora refunded my money. I have been trying to get my refund since November 2015 it should not have taken them that long. Thank You Revdex.com for your assistance in this matter.
Final Business Response /* (4000, 14, 2016/02/08) */
Dear [redacted],
We are thrilled to hear that you were refunded through the appropriate store!
We are very sorry that we were unable to research the issue for you, but glad that it was resolved. Please note that this was not due to the Revdex.com complaint as we were unable to research your complaint further.
We apologize for any inconvenience this may have caused and 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
Final Consumer Response /* (2000, 16, 2016/02/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Very unhappy with Sephora and the way this situation was handled I do not plan on ever shopping there again!!! I spend way too much money there as this is the only place I buy all my beauty/hair products. I also recommend Sephora to all my friends and family which I will not be doing anymore. Thank you Revdex.com you can close this case.
Dear [redacted],
We understand how frustrating it when orders are delayed and we genuinely apologize for your recent ordering experiences. In reviewing your account, we found that you have already been refunded for all orders placed between [redacted] and [redacted], as you requested. Per...
tracking information associated with orders #[redacted], #[redacted] and #[redacted], it appears that these orders were delivered after contacting our Client Services Team for refunds. If you still require additional assistance, please reply back with any other concerns and we would be happy to assist you.
Warm Regards,
Megan
Sephora Corporate Concierge
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience.
In reviewing your account, it appears you have already spoken with a representative and had the items shipped out to you. We hope you enjoy your products!
As an additional apology for the...
experience, we have added an online store credit in the amount of $[redacted] which will cover Flash 1-Day Shipping on three orders. The store credit never expires, and may be applied to your Merchandise Total instead of towards expedited shipping, should you prefer.
Best regards,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because: I have now had several allergic reactions and am not willing to compromise my health or safety to shop with you, it's simply a risk im not willing to take and I hope you understand I have tried. I also feel bad wasting products that you then have to damage out, so I was asking as a one time good faith gesture that you might consider cashing out this gift card issued in my name and you're more than welcome to look at the transaction history to prove I have tried products. I understand this is not normal policy, but having several health concerns isn't normal either and that's why I'm asking you to please consider making an exception given the circumstances. It would be very unfortunate if you were content having the opportunity to assist and yet turning away that help. Sincerely,[redacted]
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience.
We would first like to reassure you that we do still have some spots left on our Play! subscription list, and invite you to re-enroll at your earliest convenience. Additionally, we want to...
reassure you that our agents do not provide fake names. It was purely coincidence that you spoke with two agents with very similar names.
We understand this has been a confusing experience and thank you for providing your feedback. This has already been forwarded to the Client Services department to ensure this type of experience does not occur again.
We would like to apologize for the confusion and overall experience, and have added an additional [redacted] points (the equivalent to having spent $[redacted] with Sephora) to your Beauty Bank. Your new Beauty Bank total is [redacted] points. These points never expire and may be redeemed online or in store for gifts available at checkout! Also, an online store credit in the amount of $[redacted] has been added to your Sephora account. This online store credit also does not expire, and will cover the cost of our expedited 1-Day shipping option on a future order. Should you prefer to not use this amount towards your shipping costs, the credit may be applied to your merchandise total.
Sephora prides itself on providing excellent customer service to all our valued clients, and we cannot apologize enough that your recent experience was not a good example of this. We hope you will choose to shop with Sephora again so that we may show you the kind of experience we strive to provide.
Best regards,
Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for any confusion in regards to your status within our Beauty Insider Program.
The Beauty Insider Program is a rewards program offered by Sephora USA, Inc to its customers located in the [redacted] and...
[redacted]. Under the Program, you earn one (1) Beauty Insider point (“point”) for every [redacted] or [redacted] dollar spent (as applicable based on country of purchase) on merchandise (excludes the purchase of e-gift cards, gift cards, taxes and/or shipping) in the United States and [redacted] online, in Sephora retail stores or in Sephora inside [redacted] retail stores (U.S. only). Sephora purchases on [redacted] do not qualify for tier status and points are not earned on these purchases. You must provide your Beauty Insider e-mail address to have any points credited to your Beauty Bank.
You may view your Account Information at any time on Sephora.com. On the My Account page, you can see your Beauty Bank balance as well as the amount you are required to spend to maintain your current Beauty Insider status through the next calendar year.
VIB Rouge status is conferred on those registered Beauty Insider members who spend a minimum of $[redacted] on merchandise (excludes the purchase of e-gift cards, gift cards, taxes and/or shipping) online, in [redacted] and Canadian stores, and in Sephora inside [redacted] stores during one calendar year ([redacted]). Sephora purchases on [redacted] do not qualify for tier status and points are not earned on these purchases. VIB Rouge status is good for the calendar year in which the BI member qualifies and the following full calendar year; after that, annual requalification is required. Sephora may, in its sole discretion, alter, limit, or modify the VIB Rouge program rules, regulations, benefits, eligibility for membership, or any other feature of the VIB Rouge program or may terminate the VIB Rouge program at any time in its sole discretion, without prior notice.
In reviewing your account, your current status remains at VIB (Very Important Beauty Insider) as your total spend in [redacted] was $[redacted], and you did not qualify for VIB Rouge through [redacted].
Thank you for your patience and understanding,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because:they just replied the same massage like before , still no compensate or any explanation of the delivery problem.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: As I stated in my complaint I have contacted this company verbally and in writing numerous times and their response is that the decision to take my item back is up to Sephora. It is prejudicial when I'm in the store seeing another customers item being returned with or without a receipts and mine are not.
Sincerely,[redacted]
Dear [redacted],
This seems frustrating and we genuinely apologize for your recent ordering experience. Upon review, we can see that the Tatcha Water Cream 100 point reward was removed from your order because it went out of stock. Usually, this happens when the warehouse is packing your order and...
finds that the remaining inventory of the point rewards are damaged or in an unsuitable condition to send to clients. Please note that when this point reward went out of stock, an error resulted in the item being shown in the incorrect size and not as the deluxe sized sample that it was. Additionally, at the time your order was placed, our warehouse was experiencing a processing delay affecting some orders and yours appears to have been one of them. The processing delay also delayed the removal of the out of stock point reward from your order until right before it shipped.
As we can see that you are a loyal Sephora client, we are sending you the full size Tatcha Water Cream completely free of charge, along with some other skincare samples that we think you will enjoy. You will receive both an order and shipment confirmation email so that you are able to track your package’s progress. We are again so sorry about the experience you had with order #[redacted] and we hope that you enjoy these complimentary products.
Sincerely,
Sephora Client Services
Dear [redacted]
We have reviewed your Revdex.com complaint and sincerely apologize for the delay in regards to the Chargeback.
We welcome you to shop online or in store and hope that you will continue to be a valued Sephora client. For the delay, we have also added 500 points to your Beauty...
Bank which may be redeemed in store or online with a future purchase.
Best,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/11/19) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for any inconvenience.
Upon review, you have already spoken with an agent regarding the items that went out of stock before your order could be shipped. Rest...
assured, Sephora will still honor the 20% off on the items that went out of stock. When the items come back in stock, please contact our Beauty Advisors by phone so that we may assist you in placing your order and ensuring the 20% is applied. We regret that the codes that were given to our clients are no longer valid and we are unable to generate a new code for client use.
In regards to the cashback, we will be happy to add the amount you would have received to your account in the form of online store credit. Please email [redacted]@sephora.com from your registered email with as much information as possible regarding the third party site and the cashback percentage they offered. Once we have verified this information, we will notify you with a confirmation email.
The online store credit does not expire and will apply to your next online order.
Best regards,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because: I was instructed not to out the gift card number in the complaint as it is posted on the website and anyone can access it. Please email me at [redacted] so I can email you the gift card number. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: Please note that I have rejected the response because the issue currently unresolved. I have followed Sephora's instructions and emailed their Client Specialist with the information they asked for. I await Sephora's response in resolving this matter. Sincerely,[redacted]
Dear [redacted], We have reviewed your Revdex.com complaint. In reviewing your account associated with the email [redacted], it appears that no orders have been placed. We would like to research your order for you further. Please provide your order number so that we may continue to assist you. Best...
regards, Sephora Client Services Thank you, Sian Felsovanyi Beauty Concierge Specialist [email protected]
Dear [redacted],
We have reviewed your Revdex.com complaint and apologize for the confusion.
It appears that you have also reached out to us through other channels, and we thank you for your patience as this issue is resolved.
Warm regards,
Sephora...
Client Services
Complaint:[redacted]I am rejecting this response because: The store manager at the sephora store said you guys have one year policy return. I am not worry about the return or get my money back, it is a principle in customer service. Take care of your customers if you want their business. I already file the claim with the return consumer, they took me off the list a long time ago. Please take back the flash subscription,I will more than happy to pay $[redacted] subscription if I need 2 day shipping. there is only a few things that I need to get from sephora because the exclusive, but I am more than happy to give my business to [redacted], [redacted] where they [redacted]at me like I am their customer. I just want to give you guys a feedback how your customer department [redacted]at their customer, if my concern has been address properly. I would never file complaint with Revdex.com. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: Please open a support ticket with CCH to resolve the issue. I verified with CCH that they have my zip+4 as [redacted], which is also confirmed through the CO Dept of Revenue website (https://www.colorado.gov/pacific/tax/local-sales-use-tax-by-address). I am attaching a conversation on[redacted] with the CCH support agent.Sincerely,[redacted]
Dear [redacted],
We have reviewed your Revdex.com complaint and the missing order. We appreciate the feedback you have provided. As a company, we strive to provide the best service to our clients and your feedback is always welcome. Your information will be forwarded to the appropriate department within our...
organization and they will do their best to incorporate your feedback in our future endeavors.At this time, we recommend that you contact your Financial Institution for assistance with the next steps you will need to take in regards to the order.Regards,Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and are very sorry to hear that you may not have received the samples you were expecting. In reviewing your account it appears that you spoke with a representative and have now resolved this issue. Should you need any further assistance please do...
not hesitate to contact us at 1-877-SEPHORA (1-877-737-4672).Thank you for your patience and understanding.Sincerely,Sephora Client Services
Dear[redacted],
We have reviewed your Revdex.com complaint and are very sorry to hear about this experience.We appreciate the feedback that you have provided us with in regard to your experience at our [redacted] Sephora store. As a company we strive to provide our clients with the best service and we are sorry to...
hear about your experience. Your feedback has been forwarded to the appropriate contact within the Sephora stores organization. They will do their best to address your concerns and will respond accordingly. Please allow 5-7 business days for a response so that the matter can be fully researched. Sincerely,Sephora Client Services
Initial Business Response /* (1000, 10, 2016/01/25) */
Dear [redacted],
We have reviewed your Revdex.com complaint and are very sorry to hear that your returns were not processed fully.
We would like to research the matter further. Please email our Beauty Concierge at [redacted]@sephora.com with the...
name of the Sephora store where the returns were made.
We look forward to hearing from you!
Best,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 12, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already emailed them many times with information regarding this matter and not until I contacted Revdex.com did I get any response from Sephora. Right after contacting Revdex.com Sephora refunded my money. I have been trying to get my refund since November 2015 it should not have taken them that long. Thank You Revdex.com for your assistance in this matter.
Final Business Response /* (4000, 14, 2016/02/08) */
Dear [redacted],
We are thrilled to hear that you were refunded through the appropriate store!
We are very sorry that we were unable to research the issue for you, but glad that it was resolved. Please note that this was not due to the Revdex.com complaint as we were unable to research your complaint further.
We apologize for any inconvenience this may have caused and 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
Final Consumer Response /* (2000, 16, 2016/02/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Very unhappy with Sephora and the way this situation was handled I do not plan on ever shopping there again!!! I spend way too much money there as this is the only place I buy all my beauty/hair products. I also recommend Sephora to all my friends and family which I will not be doing anymore. Thank you Revdex.com you can close this case.