Complaint: [redacted]I am rejecting this response because: there's not solution and just being passed on to another department and wait for how long? I'm still stuck with the products and horrible experience.Sincerely,[redacted]
We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience.
We would love to gather more information and hear more about what occurred during your last interactions with us. We will be reaching out to you via email shortly....
Dear [redacted]In reviewing your account it appears that you spoke with a representative. Your package was confirmed delivered by [redacted].
We regret that we are unable to reship or refund you at this time and recommend you contact your Financial Institution for the next steps. Sincerely,Sephora Client...
Complaint:[redacted]I am rejecting this response because:This is e-gift card. I didn't lost. And the card is reedmed in Other state. So this is absolutely stolen by your gift card system. Your company should response it. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:I had already attempted to deal with the store regarding this issue and was not satisfied when I received an email from the store manager. This is unacceptable as I would like corporate to get involved. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/12/02) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the issues you have experienced with your order.
Unfortunately, most of the items you had ordered are now out of stock. We have processed a refund for you to...
the original forms of payment.
The amount of $101.11 will be returned to your Visa. The $200 that had been applied by Gift Card will be refunded in the form of online store credit on your account. This store credit never expires and will automatically apply to your next online order.
We have also added an additional 500 points to your Beauty Bank for the inconvenience.
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 regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have reviewed your Revdex.com complaint and sincerely apologize for the delay and inconvenience.
Our leadership team and Solutions Department have reviewed the information on your account, and are very sorry for your recent experiences. Your account is in good standing and we invite you to place orders online (or by phone).
As an apology, we have also added an online shopping credit of $**. This online store credit never expires, and will automatically apply to your next online order.
We understand this has been extremely frustrating, and truly apologize for any inconvenience caused.
We sincerely apologize for the confusion surrounding the situation. We make every attempt to ensure accuracy and will be more than happy to correct any errors made on our part. Per your request we have added 500 points to your wife's Beauty Bank associated to the email address you provided. Your wife may need to log out and log back into her account to see the new Beauty Bank balance.
Thank you for your patience.
Best regards, Sephora Client Services
Dear [redacted],
We understand that this was likely a very frustrating experience and we genuinely apologize that your orders #[redacted], #[redacted] and #[redacted] were cancelled during our recent Spring Bonus promotion. Upon reviewing your account, we can confirm that your financial institution...
alerted Sephora of potential fraud associated with your credit or debit card in March [redacted]. These alerts resulted in the cancellation of your orders during the Spring Bonus promotion the following month. We are so sorry for any confusion or inconvenience that these precautions may have caused and we also apologize that it does not seem that this information was conveyed to you when you contacted our Client Services Team by phone. We would be happy to honor the 15% discount on the merchandise you intended to purchase during the Spring Bonus promotion by adding online store credit to your account in the amount of $[redacted]. This online store credit will automatically apply to your next online order, no promotion code needed, and enables you to place the order on your own without having to contact Client Services. Once we receive confirmation of your acceptance of this offer, we will add the store credit to your online account; please note that we have already contacted our Orders Team to ensure your next order is successfully processed. We look forward to your response.
Sincerely,
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]
We are very sorry to hear you did not receive your order #[redacted].
In reviewing your account, it appears you have already spoken with our representatives in regards to the missing order. [redacted] has confirmed this order delivered.
We recommend reaching...
out to your financial institution for your next steps.
Complaint: [redacted]I am rejecting this response because:
This is the same response I get on the phone.... Contact someone else. This has never in my life happened to me before. I am disgusted. I obviously checked with my bank. This company has done us wrong and that is the bottom line. The cancellation number is [redacted]... This is when I was told I would be refunded our money. I was actually told that I should cancel my order (I sent it to my old address after I moved and realized after placing the order. I called immediately and was told it would be best to cancel the order.) I have called countless times. This is not fair. It is a shame I have had so much grief over this.
Sincerely,[redacted]
While the client rejected our response, the store has confirmed they have reached out to the client and are hoping to resolve the issues for her directly. Thank you, Sephora Client Services
Initial Business Response /* (1000, 5, 2015/06/02) */
Below is a copy of the email this client was sent on 6/2/2015.
Dear [redacted],
Thank you for contacting Sephora.com.
We received the complaint you submitted via the Revdex.com and appreciate that you have brought your...
concerns to our attention so that we may assist you further.
The information we have received indicates that your complaint is regarding the advertisement of our shipping times as well as delivery issues you encountered. On these matters we are happy to provide clarity and thank you for allowing us to do so.
According to OnTrac, your order #XXXXXXXXXX was delivered on 5/29/2015 as was estimated when your order was initially placed on 5/25/2015. The shipping guidelines provided on Sephora.com show that your order was processed and delivered within the appropriately quoted timeframe of four business days as Monday 5/25/2015 was a National Holiday.
With our apologies, we are unable to provide you with the refund you have requested as your Diorskin Nude Skin-Glowing Makeup was returned and refunded on 5/30/2015 at the Sephora within the JCPenney located at 3700 Meridian Street in Puyallup, Washington.
In addition to being able to return Sephora.com orders to any of our physical Sephora stores, all Sephora.com orders are shipped with a pre-paid Merchandise Return Label so that you may instead return your items to us via the United States Postal Service, at no cost to you should you chose to.
We will use the feedback you have given to help improve the service we provide as Sephora is always striving for the best possible client experience.
If we can assist you further, please contact us again by replying to this email or via phone at 1-877-SEPHORA (X-XXX-XXX-XXXX).
Regards,
Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and are very sorry to hear about your recent experience. We appreciate the feedback that you have provided us with in regard to your experience at our Sephora store. 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.
Sincerely,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]
We sincerely apologize for the delay in our response to your Revdex.com complaint.
In reviewing your account, it appears your order was successfully delivered 3/29/[redacted]. If your order has not been delivered, please contact our Beauty Advisors so that we may assist you further.
We would like to make this experience right for you, and have added $16.95 in the form of online store credit to your online Sephora account. This credit never expires and will cover the cost of 1-Day Shipping on a future order. Should you prefer, it may be applied to your merchandise total instead.
We hope you will choose to shop with Sephora in the future.
Dear [redacted],
We truly apologize for your recent experience.
In reviewing your account we have confirmed that the refund you requested in your original complaint had already been processed.
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.
It appears that Sephora.com has not been able to meet your online shopping needs. We welcome you to shop in store to ensure you are fully satisfied with a product before purchasing.
Best regards,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because: there's not solution and just being passed on to another department and wait for how long? I'm still stuck with the products and horrible experience.Sincerely,[redacted]
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience.
We would love to gather more information and hear more about what occurred during your last interactions with us. We will be reaching out to you via email shortly....
Thank you for your patience and understanding.
Best regards,
Sephora Client Services
Dear [redacted]In reviewing your account it appears that you spoke with a representative. Your package was confirmed delivered by [redacted].
We regret that we are unable to reship or refund you at this time and recommend you contact your Financial Institution for the next steps. Sincerely,Sephora Client...
Services
Complaint:[redacted]I am rejecting this response because:This is e-gift card. I didn't lost. And the card is reedmed in Other state. So this is absolutely stolen by your gift card system. Your company should response it. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:I had already attempted to deal with the store regarding this issue and was not satisfied when I received an email from the store manager. This is unacceptable as I would like corporate to get involved. Sincerely,[redacted]
Hi [redacted],
Thank you for your patience.
We have responded to your email and hope to hear from you soon!
Best regards,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/12/02) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the issues you have experienced with your order.
Unfortunately, most of the items you had ordered are now out of stock. We have processed a refund for you to...
the original forms of payment.
The amount of $101.11 will be returned to your Visa. The $200 that had been applied by Gift Card will be refunded in the form of online store credit on your account. This store credit never expires and will automatically apply to your next online order.
We have also added an additional 500 points to your Beauty Bank for the inconvenience.
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 regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the delay and inconvenience.
Our leadership team and Solutions Department have reviewed the information on your account, and are very sorry for your recent experiences. Your account is in good standing and we invite you to place orders online (or by phone).
As an apology, we have also added an online shopping credit of $**. This online store credit never expires, and will automatically apply to your next online order.
We understand this has been extremely frustrating, and truly apologize for any inconvenience caused.
Thank you,
Sian
Sephora Client Services
Dear [redacted],
We sincerely apologize for the confusion surrounding the situation. We make every attempt to ensure accuracy and will be more than happy to correct any errors made on our part. Per your request we have added 500 points to your wife's Beauty Bank associated to the email address you provided. Your wife may need to log out and log back into her account to see the new Beauty Bank balance.
Thank you for your patience.
Best regards, Sephora Client Services
Dear [redacted],
We understand that this was likely a very frustrating experience and we genuinely apologize that your orders #[redacted], #[redacted] and #[redacted] were cancelled during our recent Spring Bonus promotion. Upon reviewing your account, we can confirm that your financial institution...
alerted Sephora of potential fraud associated with your credit or debit card in March [redacted]. These alerts resulted in the cancellation of your orders during the Spring Bonus promotion the following month. We are so sorry for any confusion or inconvenience that these precautions may have caused and we also apologize that it does not seem that this information was conveyed to you when you contacted our Client Services Team by phone. We would be happy to honor the 15% discount on the merchandise you intended to purchase during the Spring Bonus promotion by adding online store credit to your account in the amount of $[redacted]. This online store credit will automatically apply to your next online order, no promotion code needed, and enables you to place the order on your own without having to contact Client Services. Once we receive confirmation of your acceptance of this offer, we will add the store credit to your online account; please note that we have already contacted our Orders Team to ensure your next order is successfully processed. We look forward to your response.
Sincerely,
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]
Dear [redacted],
We are very sorry to hear you did not receive your order #[redacted].
In reviewing your account, it appears you have already spoken with our representatives in regards to the missing order. [redacted] has confirmed this order delivered.
We recommend reaching...
out to your financial institution for your next steps.
Thank you for your understanding and cooperation.
Best regards,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because:
This is the same response I get on the phone.... Contact someone else. This has never in my life happened to me before. I am disgusted. I obviously checked with my bank. This company has done us wrong and that is the bottom line. The cancellation number is [redacted]... This is when I was told I would be refunded our money. I was actually told that I should cancel my order (I sent it to my old address after I moved and realized after placing the order. I called immediately and was told it would be best to cancel the order.) I have called countless times. This is not fair. It is a shame I have had so much grief over this.
Sincerely,[redacted]
While the client rejected our response, the store has confirmed they have reached out to the client and are hoping to resolve the issues for her directly. Thank you, Sephora Client Services
Initial Business Response /* (1000, 5, 2015/06/02) */
Below is a copy of the email this client was sent on 6/2/2015.
Dear [redacted],
Thank you for contacting Sephora.com.
We received the complaint you submitted via the Revdex.com and appreciate that you have brought your...
concerns to our attention so that we may assist you further.
The information we have received indicates that your complaint is regarding the advertisement of our shipping times as well as delivery issues you encountered. On these matters we are happy to provide clarity and thank you for allowing us to do so.
According to OnTrac, your order #XXXXXXXXXX was delivered on 5/29/2015 as was estimated when your order was initially placed on 5/25/2015. The shipping guidelines provided on Sephora.com show that your order was processed and delivered within the appropriately quoted timeframe of four business days as Monday 5/25/2015 was a National Holiday.
With our apologies, we are unable to provide you with the refund you have requested as your Diorskin Nude Skin-Glowing Makeup was returned and refunded on 5/30/2015 at the Sephora within the JCPenney located at 3700 Meridian Street in Puyallup, Washington.
In addition to being able to return Sephora.com orders to any of our physical Sephora stores, all Sephora.com orders are shipped with a pre-paid Merchandise Return Label so that you may instead return your items to us via the United States Postal Service, at no cost to you should you chose to.
We will use the feedback you have given to help improve the service we provide as Sephora is always striving for the best possible client experience.
If we can assist you further, please contact us again by replying to this email or via phone at 1-877-SEPHORA (X-XXX-XXX-XXXX).
Regards,
Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and are very sorry to hear about your recent experience. We appreciate the feedback that you have provided us with in regard to your experience at our Sephora store. 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.
Sincerely,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]
Dear Blair,
We sincerely apologize for the delay in our response to your Revdex.com complaint.
In reviewing your account, it appears your order was successfully delivered 3/29/[redacted]. If your order has not been delivered, please contact our Beauty Advisors so that we may assist you further.
We would like to make this experience right for you, and have added $16.95 in the form of online store credit to your online Sephora account. This credit never expires and will cover the cost of 1-Day Shipping on a future order. Should you prefer, it may be applied to your merchandise total instead.
We hope you will choose to shop with Sephora in the future.
Regards,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because: The business has yet to resolve my issue. Sincerely,[redacted]
Dear [redacted],
We truly apologize for your recent experience.
In reviewing your account we have confirmed that the refund you requested in your original complaint had already been processed.
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.
It appears that Sephora.com has not been able to meet your online shopping needs. We welcome you to shop in store to ensure you are fully satisfied with a product before purchasing.
Best regards,
Sephora Client Services