Dear [redacted],
We have reviewed your Revdex.com complaint.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.We apologize if you have not been able to redeem your points for some of our new items in the Beauty Bazaar. We would like all clients to have the opportunity to redeem their points for our exclusive offers and apologize if they are now out of stock.
We understand it may be difficult to redeem for the more exclusive items, as they are limited quantity, however we will be continuing this program. Regards,Sephora Client Services
We have reviewed your Revdex.com complaint and sincerely apologize for your experience.
In reviewing your order #[redacted] it appears [redacted] is still currently working on locating the lost order. We would like to apologize for any inconvenience caused and have refunded you...
for the order in the total amount of $[redacted] to the form of online store credit as requested.
Additionally, we have also added $[redacted] in online store credit to your account, which is the equivalent of applying Flash 1-Day Shipping to three orders. If you would prefer to use this amount towards your merchandise total on a future order, the amount will apply automatically at checkout.
We hope you will choose to shop with Sephora again, and provide you the service we would like to give to all our valued clients.
Dear [redacted],We have reviewed your Revdex.com complaint and sincerely apologize for your experience.
We appreciate the feedback that you have provided us with in regard to your experience at our Southpoint Sephora inside[redacted] store in [redacted]. 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.
Sincerely,Sephora Client Services
We have reviewed your Revdex.com complaint and sincerely apologize for this experience.
As our Social Media Moderator informed you, your order was cancelled in error. We have confirmed this with our Solutions Department and are very sorry that your order was cancelled. It...
appears you have been able to communicate with our Beauty Advisors further, and we will ensure you receive your 20% discount on the items that had been selected in the original order.
In order to protect our clients, Sephora is unable to ship to addresses such as freight forwarders or hotels, this is because we cannot guarantee the order will be successfully delivered from the third party carrier to our clients.
We understand this has been a very confusing situation, and we will be working closely with our teams to ensure it does not occur again.
As an additional apology, we have added an online store credit of $[redacted]. This store credit never expires, and is the equivalent to adding Flash 1-Day Shipping to three orders. If you prefer, you may apply to credit to your merchandise total instead.
Thank you for your patience and understanding. We hope you will choose to shop with Sephora again so that we may turn this experience around for you.
Complaint: [redacted]I am rejecting this response because:Can someone let me know about the outcome of my case? I also would like to know since I was not able to purchase items online I lost my premium VIB Rouge membership can they leave me in that teir because of the inconvenience. This really wasn't my fault but I was penalized because of the issue created by Sephora and I explained the issue to several people and my account was blocked for over a monthSincerely,[redacted]
Initial Business Response /* (1000, 8, 2015/09/09) */
We received an email from the client at [redacted]@sephora.com with feedback about our recent Epic Rewards promotion. The client's feedback regarding the promotion was forwarded to the appropriate department and the client was offered a $50...
one-time promotion code that can be used on a future order prior to 9/30/2015.
Initial Consumer Rebuttal /* (2000, 10, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Giving $50 is a good step, but expect for next time there will be more rewards and are released in proper way, like at some hour 1k rewards, another hour 2k rewards another 5k, another 10k, with exact time prior notify, this will save time and also traffic. One person shouldn't redeem two, so once they redemmed they can't redeem for next hours, account should be blocked. Hopefully sephora do this.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]0, and find that this resolution is satisfactory to me. I would like to add that while I have since gotten off the waitlist, I don't feel that the company's response at all addresses my complaint. My complaint was that the order in which people were allowed to enroll was fraudulent and their response does not give any information to indicate that it wasn't, only that I can NOW get off the waitlist. The issue is that I should have already been off the waitlist before people that signed up after me. Sincerely, R[redacted] P[redacted]
We have reviewed your Revdex.com complaint and sincerely apologize for any inconvenience.
In reviewing your order, we have confirmed that your refund was originally submitted for processing [redacted]. We have ensured all items have been processed as a refund to the original...
form of payment. You will be receiving confirmation of your refund via [redacted] within one billing cycle.
We understand this has been frustrating and truly appreciate your patience.
Dear [redacted]
We have reviewed your Revdex.com complaint and sincerely apologize for any inconvenience.
As a one-time courtesy, we have refunded your original form of payment in the amount of $[redacted]. Please allow 3-10 business days for this to appear in your billing statement.
We...
truly appreciate your patience and hope you will choose to shop with Sephora again in the future.
Regards,
Complaint: [redacted]I am rejecting this response because: I has returns that were made and not time to re purchase! BUT most of all because Sephora does not practice the courtesy to email "beauty insiders" or "VIB" members that their expiration is ending. Its deceitful. One day I'm ordering online with free shipping then the next thing I know I'm being charged shipping! Its a scam to get people to spend money and then pull all the benefits away without notifying them.
Sincerely,[redacted]
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your experience.
We were unable to locate your Beauty Insider account with the contact information provided, but would like to research this matter further. Please provide your registered email address so that we may...
continue to look into your purchase.
Additionally, we recommend contacting GHD directly in regards to their Product Warranty. More information about individual product warranties can be found at:
http://www.ghdhair.com/us/help/faqs
For questions regarding store return decisions, please contact TRE (The Retail Equation) Customer Service at 1-800-652-2331, Monday through Friday, 8am-5pm PST, send them an e-mail to [email protected] or a letter to the mailing address listed below.TREPO Box 51373Irvine, CA 92619TRE (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 infor**tion contained in the RAR report.
Thank you for your patience,
Sephora Client Services
We have reviewed your Revdex.com complaint and are very sorry to hear your Anastasia Beverly Hills Glow Palette arrived damaged both times you attempted to order.
It appears that a total of 400 points have been added to your Beauty Bank for the inconvenience. These...
points never expire, and may be redeemed online or in store for items from our Rewards Bazaar.
As an additional apology, we have enrolled you in our Flash 2-Day Shipping program (complimentary) for a full year.
We understand that receiving the same item damaged twice is frustrating, and we appreciate your feedback as we work to improve our shipping procedures.
Initial Business Response /* (1000, 5, 2015/12/15) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize that your Play! subscription was cancelled in error.
In reviewing your account, we can see that you have already been refunded for the initial subscription fee and...
that our Beauty Advisors have added 500 points to your Beauty Bank for the inconvenience.
We completely understand your frustration and are currently working with our vendors to ensure that your subscription is reinstated. As we continue to receive updates, we are happy to email you directly to the email listed on your Beauty Insider account.
Thank you for your patience and understanding during this process.
Best regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate the effort of 500 points and one month's credit, I still don't understand why this can't be resolved in a more timely manner. Can you answer a few questions for me? Have any Play subscriptions been cancelled since the beginning of November, and if so has that opened up a subscription for a new member? If that is the case I would expect to have had my account reinstated before any new members are accepted into the subscription program. If you could explain how this works, I would appreciate it- I am not clear on how 'working with your vendors' will rectify the issue. I love Sephora, I love shopping with Sephora and I don't want to take my business over to Ulta or Birchbox. I appreciate you taking the time to look into this for me.
Dear [redacted],
We have reviewed your Revdex.com complaint regarding your credit card authorization.We apologize for any confusion with the multiple authorizations you are viewing. It seems that the payments failed because the Billing Address originally entered did not match what your Financial...
Institution has on file. We have already electronically notified your financial institution to reverse the charges. You will not be charged for these attempts. Please contact them directly for further information regarding when the funds will be made available. Your order will only be charged once to the credit card entered. This payment settled upon shipment of your order.
It appears a return process has already been started for your order. Once the items have been received and processed at our Distribution Center, your refund will be completed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]Please close the order as we found the receipt and handled the matterThanks Revdex.com
Complaint: [redacted]I am rejecting this response because: I spoke to this company and they specifically told me the store made this complaint. They advised to send proof of purchase, which I do not have because it was a gift or contact the company that made the claim. I then called sephora customer service which spoke to the store manager which said the same false claims you have made. I requested my report for all returns from the retail equation without receipt and low and behold the only one was that day in sephora. Please do not insult my intelligence with false claims. I have done my research and perhaps you should too, and not embarrass such a huge company with your lack of know how, and the fact your employee put this claim on my record which in turn comes out on my credit. I am appalled that with the amount of money I spend virtually on the weekly basis your unskilled employee believes I am worth a 100 dollar exchange. I am further disturbed that you so hastily respond without real knowledge. This matter either gets removed from my report or I will get any one of the attorneys at the firm I work for involved in this matter.Sincerely,[redacted]
Dear [redacted],Thank you for contacting Sephora.
We apologize for any inconvenience caused. We understand this can be frustrating and we will do our best to assist you in any way possible.We are unable to provide any information as it pertains to denied return transactions. TRE ([redacted])...
will be able to provide you with your Return Activity Report (RAR). You could also redeem your online report, by visiting the following site:https://RAR.TheRetailEquation.com. 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 made.Regards,Sephora Client Services
Initial Business Response /* (1000, 5, 2015/12/03) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize you were experiencing difficulty making your exchange.
We did not locate an online account for you however the address listed in your Revdex.com complaint form allowed us...
to locate the nearest Sephora locations to you.
If you would like to exchange the items in store, a Cast Member or Store Director will be happy to ensure that the exchange is properly processed. We will be happy to reach out to your preferred location directly to confirm this with the Store Director.
Please email [redacted]@sephora.com with your preferred location and the items you would like to exchange. We will contact the store to ensure a smooth exchange.
We look forward to hearing from you!
Best regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I don't have an online account with Sephora is because I never shop at Sephora. This is my first time after receiving the gift basket. I would like to go to the Townsquare because it's close by my house. Thank you for letting me exchange the unuse products.
Final Consumer Response /* (3000, 12, 2015/12/09) */
They need to change their exchange policy on their website
On November 24, 2015 I went to Sephora to exchange the products I received from my wedding's gift basket and was rejected because I don't have a receipt. I do not want a refund or anything; I just want to exchange it. The reject report number is XXXXXX-XXX-SPH. The Retail Equation company rejected my exchange due to there was one return back in 2013 without a receipt. I dispute this transaction with the company. My purse was stolen and my driver license was stolen back in 2012 and I file police report #XXXXXX-XXXX reported on 07/11/2012 at the Las Vegas Metro Department. I'm not sure what the problem is, according to sephora website, any product that was unused can be return with a store credit or exchange. In this case, I'm not returning anything, I'm exchange something that I'm not using. If they don't let the customer exchange product without a receipt, they need to update their return policy.
After my first complained, the bussiness response and asked me to email them at [redacted]@sephora.com, I send 2 emails and both of them got return due to invalid addrss. Why are they giving me an invalid email address if they want to resolve this issue?
I just want to exchange my product
Hi,
Can you please help me reopen this case. The Sephora company give me a fake email address and I can't contact them.
Thank you
[redacted]
Final Business Response /* (4000, 14, 2015/12/10) */
Dear [redacted],
We sincerely apologize for the error! The email is [redacted]@sephora.com not [redacted]@sephora.com.
Per our phone conversation today, we have contacted the Townsquare Sephora location and explained the situation. When visiting, please ask for a member of leadership and they will be able to best assist you with your exchange.
Best,
Sephora Client Service
Initial Business Response /* (1000, 5, 2015/11/13) */
We have reviewed your complaint and would like to thank you for bringing this matter to our attention so that we may offer a solution. We sincerely apologize that it has taken so long for you to receive your refund. We are very sorry to hear...
that it has been necessary for you to contact us as many times as you had.
We immediately brought the matter of your refund to the attention of a supervisor. They found that the refund had been processed incorrectly and they have since corrected the problem. We will send all of the details regarding the refund to you in a private email for your security. Please rest assured that although you had been promised in the past that the problem was corrected, we have double checked that everything was done correctly today.
We have also added 250 points to your Beauty Bank for all of the inconvenience experienced. These points never expire and can be redeemed for deluxe size samples. Additionally we would like to send you a little gift as a thank you for all of your patience. We will also confirm the details of this in the email.
Thank you again for giving us the opportunity to assist you. 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 /* (2000, 8, 2015/11/18) */
complaint is resolved. refund received 11/17.
Dear[redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for this experience.
Rest assured, your refund has been processed and the funds should be available.
Our Quality Assurance team will be reviewing your order to understand why the address was...
modified with [redacted]. We sincerely apologize for this experience and appreciate your patience.
We hope you will shop with Sephora again in future so that we can show you the type of experience we strive to provide to all our valued clients.
Best regards,
Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint.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.We apologize if you have not been able to redeem your points for some of our new items in the Beauty Bazaar. We would like all clients to have the opportunity to redeem their points for our exclusive offers and apologize if they are now out of stock.
We understand it may be difficult to redeem for the more exclusive items, as they are limited quantity, however we will be continuing this program. Regards,Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your experience.
In reviewing your order #[redacted] it appears [redacted] is still currently working on locating the lost order. We would like to apologize for any inconvenience caused and have refunded you...
for the order in the total amount of $[redacted] to the form of online store credit as requested.
Additionally, we have also added $[redacted] in online store credit to your account, which is the equivalent of applying Flash 1-Day Shipping to three orders. If you would prefer to use this amount towards your merchandise total on a future order, the amount will apply automatically at checkout.
We hope you will choose to shop with Sephora again, and provide you the service we would like to give to all our valued clients.
Best regards,
Sephora Client Services
Dear [redacted],We have reviewed your Revdex.com complaint and sincerely apologize for your experience.
We appreciate the feedback that you have provided us with in regard to your experience at our Southpoint Sephora inside[redacted] store in [redacted]. 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.
Sincerely,Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for this experience.
As our Social Media Moderator informed you, your order was cancelled in error. We have confirmed this with our Solutions Department and are very sorry that your order was cancelled. It...
appears you have been able to communicate with our Beauty Advisors further, and we will ensure you receive your 20% discount on the items that had been selected in the original order.
In order to protect our clients, Sephora is unable to ship to addresses such as freight forwarders or hotels, this is because we cannot guarantee the order will be successfully delivered from the third party carrier to our clients.
We understand this has been a very confusing situation, and we will be working closely with our teams to ensure it does not occur again.
As an additional apology, we have added an online store credit of $[redacted]. This store credit never expires, and is the equivalent to adding Flash 1-Day Shipping to three orders. If you prefer, you may apply to credit to your merchandise total instead.
Thank you for your patience and understanding. We hope you will choose to shop with Sephora again so that we may turn this experience around for you.
Best regards,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because:Can someone let me know about the outcome of my case? I also would like to know since I was not able to purchase items online I lost my premium VIB Rouge membership can they leave me in that teir because of the inconvenience. This really wasn't my fault but I was penalized because of the issue created by Sephora and I explained the issue to several people and my account was blocked for over a monthSincerely,[redacted]
Initial Business Response /* (1000, 8, 2015/09/09) */
We received an email from the client at [redacted]@sephora.com with feedback about our recent Epic Rewards promotion. The client's feedback regarding the promotion was forwarded to the appropriate department and the client was offered a $50...
one-time promotion code that can be used on a future order prior to 9/30/2015.
Initial Consumer Rebuttal /* (2000, 10, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Giving $50 is a good step, but expect for next time there will be more rewards and are released in proper way, like at some hour 1k rewards, another hour 2k rewards another 5k, another 10k, with exact time prior notify, this will save time and also traffic. One person shouldn't redeem two, so once they redemmed they can't redeem for next hours, account should be blocked. Hopefully sephora do this.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]0, and find that this resolution is satisfactory to me. I would like to add that while I have since gotten off the waitlist, I don't feel that the company's response at all addresses my complaint. My complaint was that the order in which people were allowed to enroll was fraudulent and their response does not give any information to indicate that it wasn't, only that I can NOW get off the waitlist. The issue is that I should have already been off the waitlist before people that signed up after me. Sincerely, R[redacted] P[redacted]
Dear [redacted]
We have reviewed your Revdex.com complaint and sincerely apologize for any inconvenience.
In reviewing your order, we have confirmed that your refund was originally submitted for processing [redacted]. We have ensured all items have been processed as a refund to the original...
form of payment. You will be receiving confirmation of your refund via [redacted] within one billing cycle.
We understand this has been frustrating and truly appreciate your patience.
Best regards,
Sephora Client Services
Dear [redacted]
We have reviewed your Revdex.com complaint and sincerely apologize for any inconvenience.
As a one-time courtesy, we have refunded your original form of payment in the amount of $[redacted]. Please allow 3-10 business days for this to appear in your billing statement.
We...
truly appreciate your patience and hope you will choose to shop with Sephora again in the future.
Regards,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because: I has returns that were made and not time to re purchase! BUT most of all because Sephora does not practice the courtesy to email "beauty insiders" or "VIB" members that their expiration is ending. Its deceitful. One day I'm ordering online with free shipping then the next thing I know I'm being charged shipping! Its a scam to get people to spend money and then pull all the benefits away without notifying them.
Sincerely,[redacted]
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your experience.
We were unable to locate your Beauty Insider account with the contact information provided, but would like to research this matter further. Please provide your registered email address so that we may...
continue to look into your purchase.
Additionally, we recommend contacting GHD directly in regards to their Product Warranty. More information about individual product warranties can be found at:
http://www.ghdhair.com/us/help/faqs
For questions regarding store return decisions, please contact TRE (The Retail Equation) Customer Service at 1-800-652-2331, Monday through Friday, 8am-5pm PST, send them an e-mail to [email protected] or a letter to the mailing address listed below.TREPO Box 51373Irvine, CA 92619TRE (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 infor**tion contained in the RAR report.
Thank you for your patience,
Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and are very sorry to hear your Anastasia Beverly Hills Glow Palette arrived damaged both times you attempted to order.
It appears that a total of 400 points have been added to your Beauty Bank for the inconvenience. These...
points never expire, and may be redeemed online or in store for items from our Rewards Bazaar.
As an additional apology, we have enrolled you in our Flash 2-Day Shipping program (complimentary) for a full year.
For more information on Flash, please visit:
http://www.sephora.com/sephora-flash-subscription-P379518?searchTerm=flash&_...⇄
We understand that receiving the same item damaged twice is frustrating, and we appreciate your feedback as we work to improve our shipping procedures.
Thank you,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/12/15) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize that your Play! subscription was cancelled in error.
In reviewing your account, we can see that you have already been refunded for the initial subscription fee and...
that our Beauty Advisors have added 500 points to your Beauty Bank for the inconvenience.
We completely understand your frustration and are currently working with our vendors to ensure that your subscription is reinstated. As we continue to receive updates, we are happy to email you directly to the email listed on your Beauty Insider account.
Thank you for your patience and understanding during this process.
Best regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate the effort of 500 points and one month's credit, I still don't understand why this can't be resolved in a more timely manner. Can you answer a few questions for me? Have any Play subscriptions been cancelled since the beginning of November, and if so has that opened up a subscription for a new member? If that is the case I would expect to have had my account reinstated before any new members are accepted into the subscription program. If you could explain how this works, I would appreciate it- I am not clear on how 'working with your vendors' will rectify the issue. I love Sephora, I love shopping with Sephora and I don't want to take my business over to Ulta or Birchbox. I appreciate you taking the time to look into this for me.
Dear [redacted],
We have reviewed your Revdex.com complaint regarding your credit card authorization.We apologize for any confusion with the multiple authorizations you are viewing. It seems that the payments failed because the Billing Address originally entered did not match what your Financial...
Institution has on file. We have already electronically notified your financial institution to reverse the charges. You will not be charged for these attempts. Please contact them directly for further information regarding when the funds will be made available. Your order will only be charged once to the credit card entered. This payment settled upon shipment of your order.
It appears a return process has already been started for your order. Once the items have been received and processed at our Distribution Center, your refund will be completed.
Thank you for your patience and understanding,
Sephora Client Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]Please close the order as we found the receipt and handled the matterThanks Revdex.com
Complaint: [redacted]I am rejecting this response because: I spoke to this company and they specifically told me the store made this complaint. They advised to send proof of purchase, which I do not have because it was a gift or contact the company that made the claim. I then called sephora customer service which spoke to the store manager which said the same false claims you have made. I requested my report for all returns from the retail equation without receipt and low and behold the only one was that day in sephora. Please do not insult my intelligence with false claims. I have done my research and perhaps you should too, and not embarrass such a huge company with your lack of know how, and the fact your employee put this claim on my record which in turn comes out on my credit. I am appalled that with the amount of money I spend virtually on the weekly basis your unskilled employee believes I am worth a 100 dollar exchange. I am further disturbed that you so hastily respond without real knowledge. This matter either gets removed from my report or I will get any one of the attorneys at the firm I work for involved in this matter.Sincerely,[redacted]
Dear [redacted],Thank you for contacting Sephora.
We apologize for any inconvenience caused. We understand this can be frustrating and we will do our best to assist you in any way possible.We are unable to provide any information as it pertains to denied return transactions. TRE ([redacted])...
will be able to provide you with your Return Activity Report (RAR). You could also redeem your online report, by visiting the following site:https://RAR.TheRetailEquation.com. 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 made.Regards,Sephora Client Services
Initial Business Response /* (1000, 5, 2015/12/03) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize you were experiencing difficulty making your exchange.
We did not locate an online account for you however the address listed in your Revdex.com complaint form allowed us...
to locate the nearest Sephora locations to you.
If you would like to exchange the items in store, a Cast Member or Store Director will be happy to ensure that the exchange is properly processed. We will be happy to reach out to your preferred location directly to confirm this with the Store Director.
Please email [redacted]@sephora.com with your preferred location and the items you would like to exchange. We will contact the store to ensure a smooth exchange.
We look forward to hearing from you!
Best regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I don't have an online account with Sephora is because I never shop at Sephora. This is my first time after receiving the gift basket. I would like to go to the Townsquare because it's close by my house. Thank you for letting me exchange the unuse products.
Final Consumer Response /* (3000, 12, 2015/12/09) */
They need to change their exchange policy on their website
On November 24, 2015 I went to Sephora to exchange the products I received from my wedding's gift basket and was rejected because I don't have a receipt. I do not want a refund or anything; I just want to exchange it. The reject report number is XXXXXX-XXX-SPH. The Retail Equation company rejected my exchange due to there was one return back in 2013 without a receipt. I dispute this transaction with the company. My purse was stolen and my driver license was stolen back in 2012 and I file police report #XXXXXX-XXXX reported on 07/11/2012 at the Las Vegas Metro Department. I'm not sure what the problem is, according to sephora website, any product that was unused can be return with a store credit or exchange. In this case, I'm not returning anything, I'm exchange something that I'm not using. If they don't let the customer exchange product without a receipt, they need to update their return policy.
After my first complained, the bussiness response and asked me to email them at [redacted]@sephora.com, I send 2 emails and both of them got return due to invalid addrss. Why are they giving me an invalid email address if they want to resolve this issue?
I just want to exchange my product
Hi,
Can you please help me reopen this case. The Sephora company give me a fake email address and I can't contact them.
Thank you
[redacted]
Final Business Response /* (4000, 14, 2015/12/10) */
Dear [redacted],
We sincerely apologize for the error! The email is [redacted]@sephora.com not [redacted]@sephora.com.
Per our phone conversation today, we have contacted the Townsquare Sephora location and explained the situation. When visiting, please ask for a member of leadership and they will be able to best assist you with your exchange.
Best,
Sephora Client Service
Initial Business Response /* (1000, 5, 2015/11/13) */
We have reviewed your complaint and would like to thank you for bringing this matter to our attention so that we may offer a solution. We sincerely apologize that it has taken so long for you to receive your refund. We are very sorry to hear...
that it has been necessary for you to contact us as many times as you had.
We immediately brought the matter of your refund to the attention of a supervisor. They found that the refund had been processed incorrectly and they have since corrected the problem. We will send all of the details regarding the refund to you in a private email for your security. Please rest assured that although you had been promised in the past that the problem was corrected, we have double checked that everything was done correctly today.
We have also added 250 points to your Beauty Bank for all of the inconvenience experienced. These points never expire and can be redeemed for deluxe size samples. Additionally we would like to send you a little gift as a thank you for all of your patience. We will also confirm the details of this in the email.
Thank you again for giving us the opportunity to assist you. 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 /* (2000, 8, 2015/11/18) */
complaint is resolved. refund received 11/17.