Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty you experienced while attempting to place your order.
We understand how frustrating this experience was and truly hope we can correct the issue. For your security over the internet, Sephora.com...
verifies your address against the one that your bank has on file. We understand that due to your recent move, this may create a discrepancy between the entered billing and shipping address.
We recommend using the preferred [redacted] formatting for the address entered in the Ship-To section, and entering your address exactly as your Financial institution has on file in the Billing section.
We invite you to contact us at 1-877-SEPHORA (1-877-737-4672) so that one of our Beauty Advisors can assist you with placing your order. When you call in, we will be happy to waive expedited shipping on your order to ensure you receive your items as soon as possible.
Our Beauty Advisors will also gladly walk you through our current selection of samples and promotions.
Again, we are very sorry for this recent experience, and hope you will choose to shop with us again so that we can show you the kind of experience we strive to provide all our valued clients. We look forward to hearing from you,
Complaint: [redacted]I am rejecting this response because: Sephora uses an outside vendor, The Retail Equation, to deny customers the right to return merchandise without receipt. Both Sephora and The Retail Equation blame each other for not being able to process returns, then ultimately claim that merchandise can not be returned because of fraud, which they fail to prove. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:Thank you for your email. I believe that I have already wrote in my last email that since I was not using a US credit card, I could not file a complaint since my bank does not have this kind of policy. Today I just received anonther SEPHORA package; it was placed right outside of the gate, where literally anyone could take and steal the package. Luckilly I went downstairs to pickup something at that time shortly after the delivery and fetched the package. I got lucky this time. However, I am astonished at how SEPHORA's carrier is handling and delivering packages, and especially how they could just confirmed delivery by leaving packages anywhere they like. Today's package has proved how SEPHORA's carrier is dealing with packages. And SEPHORA is asking the customer to be responsible for the lost of the package. There is absolutely no reason for me to lie about anything. I have been a long time customer and have placed orders that worth more. The way SEPHORA strongly refused to offer any way to make up for this is unacceptable, unreasonable and upsetting.Sincerely,[redacted]
Initial Business Response /* (1000, 6, 2015/12/23) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty with your return.
We have ensured that the return was correctly processed. Please allow 3-10 business days (from Dec. 17, 2015) for this...
transaction to appear on your bank statement.
Please accept our apologies for the delay.
We hope you have an excellent holiday season!
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 8, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received my refund.
Dear [redacted], We have reviewed your Revdex.com complaint and sincerely apologize for any miscommunication or confusion. In reviewing your order #[redacted], the order was placed 9/7/[redacted] and delivered by [redacted] 9/12/[redacted]. We apologize for this slight delay, [redacted] shipping times vary between 3-6 business days...
instead of our usual [redacted]/OnTrac deliveries. Additionally, it appears that you have an identical order being reshipped to you at this time due to the slight delay. We hope you enjoy your products! Regards, Sephora Client Services
Complaint: [redacted]I am rejecting this response because: The solutions team did not tell me the information provided in the Revdex.com response. [redacted]) states that she wished to speak with an associate to collaborate my story. The associated called her on April 8th [redacted] And I haven't heard from the solutions team since. My associate not only confirmed my story but was able to provide proof. And despite my numerous phone calls to both Victoria and Meaghan Fitzgerald (both senior analyst in the fraud solutions department) I have received not one response back. At this point it appears to be discrimination. They have no evidence or bases to block my account and no proof. I am rejecting the response because it doesn't accurately depict the situation that has occurred. Sincerely,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. Sincerely, Martin [redacted]
Complaint: [redacted]I am rejecting this response because:
This reply is irresponsible and perfunctory. Here is the email I replied to Sephora on [redacted] 30, [redacted] regarding to its reply I received on [redacted] 29, [redacted]:
I have got three points to make with the writing of this email. Please take your time reading through the details, as I do not wish to write repeatedly with all the things that disturb me so much. If this email reaches a personal that does not have the authority to look after this case, please forward it to a manager who has.
Firstly, I called the VIB Rouge number that was given yesterday ([redacted] 29, [redacted]) after I got your email. Although she said she is not high enough to look at this case, I was able to confirm with her the fact that before I contacted Sephora in Dec, no representative from Sephora ever came to me regarding to the outcome of the first investigation of order #[redacted]. In [redacted], I called and waited more than 8 business days I’m supposed to and called customer service afterwards, still, no reply. Even in your system record, the result of the case is “unclear” and no person tried to reach back to me. I saw no effort from Sephora of solving this problem, so I asked my bank to charge back, as simple as that. An investigation from the bank is done and they supported my right to charge back. I will never pay for a product that never gets to me.
Secondly, it is your responsibility to make sure your customer actually receives the product they paid for. If I am going to have the risk of not receiving the order, and I am the one responsible for that, you should have stated that loudly and clearly on the page before I make the payment. At my apartment in Berkeley, only residents with a smart key would have access to the lobby where separate lockers are provided for packages. Assuming my order was shipped by Sephora and the carrier did his or her job, there is no way the package can be lost. Sephora had been telling me, “the investigation shows the package was delivered as the address,” but I clearly stated my apartment number #[redacted] in my shipping address, thus, my address is not just [redacted]. If you insist it is the fault of the carrier, Sephora is the one signing contracts with them, not me, not the customers. I take no responsibility for the loss of the package.
Lastly, it is a personal insult to me saying that I still owe Sephora $[redacted] for a product I have never seen. I have an outstanding credit history and never missed a bill in my life; I do not allow such a trumped charge to be placed on my head by a company that could not even deliver its products. I have been a loyal customer of Sephora for four years and spent thousands of dollars on Sephora. I can’t believe how much trouble I have been had just for this order of only $[redacted].
You may only lose one customer today. However, if that is how you treat your customers, I had to say you destroyed it.
Sincerely,[redacted]
We have reviewed your Revdex.com complaint and are very sorry for this experience.
We have sent you an email to the email address provided. Please respond to the email at your earliest convenience, and if happy with the resolution offered, please respond to the...
In reviewing your account, it appears you have been able to contact your Financial Institution for the next steps. We hope this issue is resolved quickly for you.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/11/24) */
Dear [redacted],
We have reviewed your Revdex.com complaint and woud like to sincerely apologize your return was not processed immediately.
Upon review, the refund was successfully processed and the transaction should be available for viewing on...
your bank statement.
We have also sent you a confirmation email with the same information.
For the inconvenience, we have added 250 points to your Beauty Bank. These points never expire and may be redeemed on a future purchase in store or online.
Best regards,
Sephora Client Services
We understand that this situation may be frustrating, however we are unable to provide any information as it pertains to denied return transactions.
We encourage you to follow the process to dispute the accuracy or completeness of any information contained in the RAR report. If a dispute is filed, TRE will review the information and inform you of any decision that may be taken.
Again, we are very sorry for this experience, and thank you for your patience and understanding.
Regards,Sephora Client Services
Initial Business Response /* (1000, 5, 2016/01/29) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for all the difficulties you have experienced with your order.
We have confirmed that the $100 refund was successfully approved and processed as of 1/21/2016. We...
cannot apologize enough that it took so long for you to receive this refund.
While Sephora is unable to refund for overdraft fees, we would like to add an online store credit in the amount of $16.95 to your Sephora account - the equivalent of adding expedited 1-Day Shipping to your order. This credit never expires and if you prefer to use the credit towards your merchandise total, the amount will automatically deduct from your order total.
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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
I notified Sephora online business by telephone on [redacted], and on social media that two "empty boxes" were found on the front steps of my apartment building on the night of[redacted]. Both boxes were open, and empty on the cement stairs leading into the front of [redacted]. Per your writing, there was no evidence of a third package or a fourth package. (There were supposed to be 4 packages in all). I have been told by Sephora Online, that they have credited my bank account/card for the total expense. They have told me that this will show up in three - ten business days.
Complaint: [redacted]I am rejecting this response because: As stated in my original complaint, I have a physical disability that makes it unable for me to go to any Sephora in-sore location. I am seeking that my account be unsuspended within the next 72 hours or further legal action will be taken against Sephora, including a lawsuit. I have also filed a Human Rights Complaint against Sephora for Discrimination.
Please find attached an email message received from Beauty Advisor[redacted], stating the above issue WOULD be resolved and corrected.
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: I do not have a beauty Insider account, I'' asked to sign up for one every time I shop however I refuse, I'' not a loyalty card kind of person. As stated, the [redacted] translucent powder seemed to have already been opened and used, the seal was removed from the component and also my foundation was cracked this was all noticed the evening I purchased from the [redacted] & [redacted] store. I couldn't return at that store because I had to catch a flught home the next morning . The metal matte palette I bought as a gift and gave it to my roommate upon my return home inly to be told it too was broken. So I don't know if the oalette was broken before I flew home or after. Either way, I shoukd have been allowed to do an even exchange at the [redacted] store with or without a receipt. That's all I wanted, an even exchange for the 3 damanged items. And the fact that corporate isn't even willing to help is the most asinine thing I have ever heard. Sincerely,[redacted]
We have reviewed your Revdex.com complaint and sincerely apologize for this experience.
It appears you were able to successfully place an order for the Dior J’adore Eau de Parfum using the $** online store credit that had been placed on your online account after your...
original order had been cancelled. We understand that having your order cancelled can be frustrating, and hope you will give us the chance to show you the kind of experience we strive to offer all our valued clients.
We have added 500 points to your Beauty Bank as an apology for this experience. Your points never expire and may be redeemed online or in store.
We have reviewed your Revdex.com complaint and sincerely apologize for your ordering experience with us.
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.
In reviewing your order, it appears you have already been refunded to the original form of payment. This transaction should be available in your billing statement shortly.
We truly apologize for this experience and we hope that you will choose to shop with Sephora again in the future so that we can show you the type of experience we strive to provide all our valued clients.
Complaint:[redacted]I am rejecting this response because: I am seeking further compensation from Sephora.Sincerely,[redacted]
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty you experienced while attempting to place your order.
We understand how frustrating this experience was and truly hope we can correct the issue. For your security over the internet, Sephora.com...
verifies your address against the one that your bank has on file. We understand that due to your recent move, this may create a discrepancy between the entered billing and shipping address.
We recommend using the preferred [redacted] formatting for the address entered in the Ship-To section, and entering your address exactly as your Financial institution has on file in the Billing section.
We invite you to contact us at 1-877-SEPHORA (1-877-737-4672) so that one of our Beauty Advisors can assist you with placing your order. When you call in, we will be happy to waive expedited shipping on your order to ensure you receive your items as soon as possible.
Our Beauty Advisors will also gladly walk you through our current selection of samples and promotions.
Again, we are very sorry for this recent experience, and hope you will choose to shop with us again so that we can show you the kind of experience we strive to provide all our valued clients. We look forward to hearing from you,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because: Sephora uses an outside vendor, The Retail Equation, to deny customers the right to return merchandise without receipt. Both Sephora and The Retail Equation blame each other for not being able to process returns, then ultimately claim that merchandise can not be returned because of fraud, which they fail to prove. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:Thank you for your email. I believe that I have already wrote in my last email that since I was not using a US credit card, I could not file a complaint since my bank does not have this kind of policy. Today I just received anonther SEPHORA package; it was placed right outside of the gate, where literally anyone could take and steal the package. Luckilly I went downstairs to pickup something at that time shortly after the delivery and fetched the package. I got lucky this time. However, I am astonished at how SEPHORA's carrier is handling and delivering packages, and especially how they could just confirmed delivery by leaving packages anywhere they like. Today's package has proved how SEPHORA's carrier is dealing with packages. And SEPHORA is asking the customer to be responsible for the lost of the package. There is absolutely no reason for me to lie about anything. I have been a long time customer and have placed orders that worth more. The way SEPHORA strongly refused to offer any way to make up for this is unacceptable, unreasonable and upsetting.Sincerely,[redacted]
Initial Business Response /* (1000, 6, 2015/12/23) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the difficulty with your return.
We have ensured that the return was correctly processed. Please allow 3-10 business days (from Dec. 17, 2015) for this...
transaction to appear on your bank statement.
Please accept our apologies for the delay.
We hope you have an excellent holiday season!
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 8, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received my refund.
Dear [redacted], We have reviewed your Revdex.com complaint and sincerely apologize for any miscommunication or confusion. In reviewing your order #[redacted], the order was placed 9/7/[redacted] and delivered by [redacted] 9/12/[redacted]. We apologize for this slight delay, [redacted] shipping times vary between 3-6 business days...
instead of our usual [redacted]/OnTrac deliveries. Additionally, it appears that you have an identical order being reshipped to you at this time due to the slight delay. We hope you enjoy your products! Regards, Sephora Client Services
Complaint: [redacted]I am rejecting this response because: The solutions team did not tell me the information provided in the Revdex.com response. [redacted]) states that she wished to speak with an associate to collaborate my story. The associated called her on April 8th [redacted] And I haven't heard from the solutions team since. My associate not only confirmed my story but was able to provide proof. And despite my numerous phone calls to both Victoria and Meaghan Fitzgerald (both senior analyst in the fraud solutions department) I have received not one response back. At this point it appears to be discrimination. They have no evidence or bases to block my account and no proof. I am rejecting the response because it doesn't accurately depict the situation that has occurred. Sincerely,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. Sincerely, Martin [redacted]
Complaint: [redacted]I am rejecting this response because:
This reply is irresponsible and perfunctory. Here is the email I replied to Sephora on [redacted] 30, [redacted] regarding to its reply I received on [redacted] 29, [redacted]:
I have got three points to make with the writing of this email. Please take your time reading through the details, as I do not wish to write repeatedly with all the things that disturb me so much. If this email reaches a personal that does not have the authority to look after this case, please forward it to a manager who has.
Firstly, I called the VIB Rouge number that was given yesterday ([redacted] 29, [redacted]) after I got your email. Although she said she is not high enough to look at this case, I was able to confirm with her the fact that before I contacted Sephora in Dec, no representative from Sephora ever came to me regarding to the outcome of the first investigation of order #[redacted]. In [redacted], I called and waited more than 8 business days I’m supposed to and called customer service afterwards, still, no reply. Even in your system record, the result of the case is “unclear” and no person tried to reach back to me. I saw no effort from Sephora of solving this problem, so I asked my bank to charge back, as simple as that. An investigation from the bank is done and they supported my right to charge back. I will never pay for a product that never gets to me.
Secondly, it is your responsibility to make sure your customer actually receives the product they paid for. If I am going to have the risk of not receiving the order, and I am the one responsible for that, you should have stated that loudly and clearly on the page before I make the payment. At my apartment in Berkeley, only residents with a smart key would have access to the lobby where separate lockers are provided for packages. Assuming my order was shipped by Sephora and the carrier did his or her job, there is no way the package can be lost. Sephora had been telling me, “the investigation shows the package was delivered as the address,” but I clearly stated my apartment number #[redacted] in my shipping address, thus, my address is not just [redacted]. If you insist it is the fault of the carrier, Sephora is the one signing contracts with them, not me, not the customers. I take no responsibility for the loss of the package.
Lastly, it is a personal insult to me saying that I still owe Sephora $[redacted] for a product I have never seen. I have an outstanding credit history and never missed a bill in my life; I do not allow such a trumped charge to be placed on my head by a company that could not even deliver its products. I have been a loyal customer of Sephora for four years and spent thousands of dollars on Sephora. I can’t believe how much trouble I have been had just for this order of only $[redacted].
You may only lose one customer today. However, if that is how you treat your customers, I had to say you destroyed it.
Sincerely,[redacted]
Dear[redacted],
We have reviewed your Revdex.com complaint and are very sorry for this experience.
We have sent you an email to the email address provided. Please respond to the email at your earliest convenience, and if happy with the resolution offered, please respond to the...
Revdex.com complaint as such.
Regards,
Sephora Client Services
Dear [redacted]
We are very sorry for this experience.
In reviewing your account, it appears you have been able to contact your Financial Institution for the next steps. We hope this issue is resolved quickly for you.
Best regards,
Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/11/24) */
Dear [redacted],
We have reviewed your Revdex.com complaint and woud like to sincerely apologize your return was not processed immediately.
Upon review, the refund was successfully processed and the transaction should be available for viewing on...
your bank statement.
We have also sent you a confirmation email with the same information.
For the inconvenience, we have added 250 points to your Beauty Bank. These points never expire and may be redeemed on a future purchase in store or online.
Best regards,
Sephora Client Services
Dear [redacted],
We understand that this situation may be frustrating, however we are unable to provide any information as it pertains to denied return transactions.
We encourage you to follow the process to dispute the accuracy or completeness of any information contained in the RAR report. If a dispute is filed, TRE will review the information and inform you of any decision that may be taken.
Again, we are very sorry for this experience, and thank you for your patience and understanding.
Regards,Sephora Client Services
Initial Business Response /* (1000, 5, 2016/01/29) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for all the difficulties you have experienced with your order.
We have confirmed that the $100 refund was successfully approved and processed as of 1/21/2016. We...
cannot apologize enough that it took so long for you to receive this refund.
While Sephora is unable to refund for overdraft fees, we would like to add an online store credit in the amount of $16.95 to your Sephora account - the equivalent of adding expedited 1-Day Shipping to your order. This credit never expires and if you prefer to use the credit towards your merchandise total, the amount will automatically deduct from your order total.
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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
I notified Sephora online business by telephone on [redacted], and on social media that two "empty boxes" were found on the front steps of my apartment building on the night of[redacted]. Both boxes were open, and empty on the cement stairs leading into the front of [redacted]. Per your writing, there was no evidence of a third package or a fourth package. (There were supposed to be 4 packages in all). I have been told by Sephora Online, that they have credited my bank account/card for the total expense. They have told me that this will show up in three - ten business days.
Complaint: [redacted]I am rejecting this response because: As stated in my original complaint, I have a physical disability that makes it unable for me to go to any Sephora in-sore location. I am seeking that my account be unsuspended within the next 72 hours or further legal action will be taken against Sephora, including a lawsuit. I have also filed a Human Rights Complaint against Sephora for Discrimination.
Please find attached an email message received from Beauty Advisor[redacted], stating the above issue WOULD be resolved and corrected.
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: I do not have a beauty Insider account, I'' asked to sign up for one every time I shop however I refuse, I'' not a loyalty card kind of person. As stated, the [redacted] translucent powder seemed to have already been opened and used, the seal was removed from the component and also my foundation was cracked this was all noticed the evening I purchased from the [redacted] & [redacted] store. I couldn't return at that store because I had to catch a flught home the next morning . The metal matte palette I bought as a gift and gave it to my roommate upon my return home inly to be told it too was broken. So I don't know if the oalette was broken before I flew home or after. Either way, I shoukd have been allowed to do an even exchange at the [redacted] store with or without a receipt. That's all I wanted, an even exchange for the 3 damanged items. And the fact that corporate isn't even willing to help is the most asinine thing I have ever heard. Sincerely,[redacted]
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for this experience.
It appears you were able to successfully place an order for the Dior J’adore Eau de Parfum using the $** online store credit that had been placed on your online account after your...
original order had been cancelled. We understand that having your order cancelled can be frustrating, and hope you will give us the chance to show you the kind of experience we strive to offer all our valued clients.
We have added 500 points to your Beauty Bank as an apology for this experience. Your points never expire and may be redeemed online or in store.
Best wishes,
Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your ordering experience with us.
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.
In reviewing your order, it appears you have already been refunded to the original form of payment. This transaction should be available in your billing statement shortly.
We truly apologize for this experience and we hope that you will choose to shop with Sephora again in the future so that we can show you the type of experience we strive to provide all our valued clients.
Best wishes,
Sephora Client Services