Initial Business Response /* (1000, 7, 2015/10/26) */
We apologize for the delay in our response to your inquiry regarding your returns. We are researching the matter further and will advise of any updates as we receive the information.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/27) */
(The...
consumer indicated he/she DID NOT accept the response from the business.)
Waiting to hear more info. on what Sephora will do once they finish reviewing my complaint.
Final Consumer Response /* (3000, 23, 2015/12/02) */
I returned a product to Sephora.com and they told me I couldn't be refunded for it. They would not return it to me.
I returned a product to Sephora.com and was told that I could not be refunded for it, even though a representative from Sephora.com told me via email that I would be able to return the item for a refund. I requested that the item be returned to me since they will not refund me for it. I will no longer be shopping with Sephora, as this is the second time that I've had them do this. The previous complaint I made about this exact thing happening with Sephora.com resulted in them shutting down my account/them telling me I could no longer shop online or return items. I had sent the item I'm requesting back to them before they shut down my account and told me I couldn't return anything. I would like the item to be sent back to me.
The order number is XXXXXXXXXX, the item number is XXXXXXX, and the item name is Velour Silk Lashes "My Life's Complete".
I would like to have the item returned to me.
[redacted] Ave [redacted] XXXXX
Final Business Response /* (4000, 25, 2015/12/03) */
Dear [redacted],
As a final courtesy, we have refunded the amount of $25.21 directly to your Mastercard on file for the Velour Silk Lashes Silk False Lash Collection in My Life's Complete. The funds will be available within 1-7 business days.
Going forward, Sephora.com will not be refunding for any additional items.
Thank you for your patience and understanding,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/12/29) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your recent Sephora experience.
We have refunded your Mastercard in the amount of $142.58 for the order that never arrived. Please allow 1-7 business days for...
this amount to appear on your billing statement.
The additional $20 that was applied has been refunded to your online account in the form of store credit. This store credit never expires and will be applied automatically to your next online order.
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.
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the response because they met my request.
Complaint: [redacted]I am rejecting this response because: well first of all the fact that your solution to this problem is to tell me to dispute it with my credit card I've never experienced such poor customer service I am literally shocked at the way you are behaving with this situation you sent an email to me earlier today telling me that you were unable to file a claim with the post office but I've spoken with the post office twice both times they confirm that the shipper should file the claim and that they would only discuss very basic information with me the receiver I basically would confirm that I didn't receive the package which I've already confirmed with the post office and they tell me they've received no information from you and they also went on to tell me that when and if the claim is paid all monies would go to you not me so please explain to me why you haven't filed a claim why you haven't given the post office the information they need as I said before the post office has repeated this information twice to me now two different people to different times so when they claim is paid and you get your money and you still try to keep mine how do you justify that?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, [redacted]
We have reviewed your Revdex.com complaint and are extremely sorry for this experience.
It appears you have spoken with several supervisors as well as our Social Media team and a refund has been issued. Should you continue to experience difficulty with your Sephora account,...
please contact us directly at 1-877-SEPHORA.
We thank you for your patience, and apologize again for this experience.
We apologize for any confusion or misinformation. The Sephora return policy timeframe in the United States is 90 days from the original date of purchase. Within the first 60 days, Sephora will offer a refund to the original form of payment. Between 61-90 days, we will offer Merchandise Credit.
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.
The Flash Shipping option will remain on your account through [redacted]. We hope you will choose to shop with Sephora again in future so that we may show you the kind of experience we strive to provide to all our valued clients.
Initial Business Response /* (1000, 5, 2015/06/08) */
Below is a copy of the email sent directly to this client:
Dear [redacted],
Thank you for contacting Sephora.com.
We received your complaint from the Revdex.com and appreciate that you have brought your concerns to our attention...
so that we may assist you further.
We would like to process a refund to the American Express used in order #XXXXXXXXXX, for the amount of $57.78. Before we are able to complete the refund, we require that your credit card information be provided to one of our Beauty Advisors by phone at your earliest convenience as this information was not saved when your original order was placed.
Should you wish to keep this amount as an online store-credit, rather than receiving the funds back to your American Express, there is no further action needed on your part. The credit never expires and will automatically apply to your next Sephora.com order.
We have placed a note on your account so that the next Beauty Advisor with whom you speak will know exactly what information is needed and what steps to take next.
As a security precaution, your credit card information must be provided by phone, please contact us by phone at 1-877-SEPHORA (X-XXX-XXX-XXXX).
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The amount they indicated in the response above and that was owed to me was $57.78. The amount Sephora submitted to American Express for refund was $49.11. They still owe me a refund of $8.67 per the original receipt and per their note above.
Final Business Response /* (4000, 9, 2015/06/15) */
Below is a copy of the email this client received today:
Dear [redacted],
Thank you for contacting Sephora.com with your follow up inquiries.
The amount of your refund for order #XXXXXXXXXX is correct as you were given a 15% discount with this order. This discount changed the amount you paid for item #XXXXXXX from $54.00 to $45.90 +tax, bringing your refund amount to $49.11.
Our apologies for the incorrect amount that was provided in our previous email; we are unable to refund a product for more than was paid for the item and we appreciate your understanding. For this reason we cannot provide you with the extra refund amount of $8.67, which you have requested.
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
Initial Business Response /* (1000, 5, 2015/12/17) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your recent Sephora experience.
We regret that we were unable to locate a Sephora account with the email address provided. Please reply via the Revdex.com or email...
[redacted]@sephora.com with your registered email address or Beauty Insider card number so that we may best assist you. If you have a copy of the receipt, please include a photo as well.
Again, we are so sorry to hear that you may have received opened products. Sephora does not sell items that have been returned and this is a concerning incident.
We hope to hear from you soon,
Sephora Client Services
Dear [redacted],
Thank you for contacting Sephora.
We greatly appreciate your feedback and can assure you that it will be forwarded to the appropriate contact within our organization and they will do their best to incorporate your feedback in our future endeavors. We also apologize for any confusion,...
every company has different agreements with shipping companies and a different number of distribution centers which can affect the delivery. We cannot speak to how any other companies may process orders, however we can that confirm that 2 day shipping is offered, and there is also a 1-2 day time prior to shipping that an order is processed. All information in regards to the details of Flash shipping is stated in the Terms & Conditions of the subscription so that we can be as transparent as possible with our clients. This information can be accessed via the following link: http://www.sephora.com/sephora-flash-subscription-P379518
We sincerely appreciate you taking the time to provide your feedback. As a company, we strive to provide the best service to our clients and your feedback is always welcome. As a one-time courtesy, we have issued you a refund in the amount of $[redacted] in online store credit to your Sephora.com account. This amount will automatically apply to your next online order, and no code is necessary to redeem.
We value you as a client and we thank you again for contacting us.
We truly apologize for this inconvenience and experience.
Sephora is not able to settle on payment until an order is confirmed shipped. As your order was cancelled before it was able to leave our Distribution Center, we did not charge you for the items.
Any pending holds would have to be released by your Financial Institution. We strongly recommend contacting them directly, and creating a conference call with our Beauty Advisors so that we may verify this information with them directly.
We have reviewed your Revdex.com complaint and sincerely apologize for your experience in our Sephora [redacted] location.
As a company we strive to provide our clients with the best service and we are sorry to hear about your experience.
Your email 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
Complaint: [redacted]I am rejecting this response because:
Hi there! Thanks for the response! It's actually much faster than I thought. However, at this point, I really feel frustrated calling them again. Every time I called I had to explain to the beauty advisers what happened and they were really confused. I even got disconnected once after waiting in line for a while. Besides the 500 pts are pretty useless to me, and the item I really wanted had been out of stock ever since I placed the order (I believe that was the reason why they just cancelled my order). I hope we can resolve this without requiring my time to call and wait in line and to explain it anymore. I'd rather take a 20% off coupon code than having to call them again. Sincerely,[redacted]
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for any inconvenience.
It appears that this gift card was redeemed online[redacted]. Please note that Sephora Gift Cards are treated as cash, and are not replaceable if lost or stolen.
As this gift card was purchased through...
ebay, we strongly recommend you contact them with this information about your gift card so that they may research the issue further.
Thank you,
Sephora Client Services
Dear [redacted], We have reviewed your Revdex.com complaint and apologize for this experience. We have reached out to the District Manager so that we may further research this transaction for you and hope to resolve this shortly. In the meantime, we have added 500 points to your Beauty Bank as...
an apology for the delay in processing your refund. We thank you for your patience while we look into this matter for you. Best regards, Sephora Client Services
Dear [redacted],
We understand that this has been a frustrating experience.
Samples are a wonderful way to try new products and we apologize that substitutions were made in your recent order. We regret that we cannot offer replacement samples as our warehouse is unable to send samples outside of merchandise orders.
Our website does call out that substitutions will be made for out-of-stock samples and we apologize that these particular samples were not included in your order. We apologize for any inconvenience this may have caused.
Another great way to test our products is to visit your nearest Sephora store. The stores provide product testers to test the product on the spot as well as cast members to answer any questions you may have regarding products.Regards,Sephora Client Services
Dear [redacted],
Thank you for contacting Sephora.We appreciate the feedback that you have provided us with in regard to your experience at our [redacted] Mall Sephora 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. This feedback has been forwarded to the appropriate contact within the Sephora stores organization.
We sincerely apologize that you had previous returns processed incorrectly in store, and have added $[redacted] in store credit to your online account. This store credit never expires and is the equivalent to applying Flash 1-Day Shipping to three online orders.
There is a process to dispute the accuracy or completeness of any information contained in the RAR report. We regret that we are unable to file this dispute on your behalf, however we strongly encourage you do dispute the TRE decision.
We hope you will choose to shop with Sephora again in the future, and thank you for being a Rouge client at Sephora. Regards,Sephora Client Services
Dear [redacted],
Thank you for contacting Sephora.
We understand your concern regarding the pending authorization on your account. We apologize for any inconvenience.
Temporary authorizations usually drops from the account within 1 to 7 business days for local US accounts but may take up...
to one billing cycle for international accounts.
At this time, it appears that any pending holds were reversed through Sephora. We recommend that you contact your financial institution for more information regarding the processing time for temporary authorizations.
Sincerely,
Sephora Client Services
We are very sorry to hear that your items were not found in the office.
In reviewing your Sephora account, your complaint has already been forwarded to the [redacted] location. We hope that our Cast Members are able to assist you and locate your items. Please keep...
in mind however, that Sephora Cast Members are not responsible to unattended personal belongings.
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.
Thank you very much for your help in this matter.
Sincerely, [redacted]
Initial Business Response /* (1000, 7, 2015/10/26) */
We apologize for the delay in our response to your inquiry regarding your returns. We are researching the matter further and will advise of any updates as we receive the information.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/27) */
(The...
consumer indicated he/she DID NOT accept the response from the business.)
Waiting to hear more info. on what Sephora will do once they finish reviewing my complaint.
Final Consumer Response /* (3000, 23, 2015/12/02) */
I returned a product to Sephora.com and they told me I couldn't be refunded for it. They would not return it to me.
I returned a product to Sephora.com and was told that I could not be refunded for it, even though a representative from Sephora.com told me via email that I would be able to return the item for a refund. I requested that the item be returned to me since they will not refund me for it. I will no longer be shopping with Sephora, as this is the second time that I've had them do this. The previous complaint I made about this exact thing happening with Sephora.com resulted in them shutting down my account/them telling me I could no longer shop online or return items. I had sent the item I'm requesting back to them before they shut down my account and told me I couldn't return anything. I would like the item to be sent back to me.
The order number is XXXXXXXXXX, the item number is XXXXXXX, and the item name is Velour Silk Lashes "My Life's Complete".
I would like to have the item returned to me.
[redacted] Ave [redacted] XXXXX
Final Business Response /* (4000, 25, 2015/12/03) */
Dear [redacted],
As a final courtesy, we have refunded the amount of $25.21 directly to your Mastercard on file for the Velour Silk Lashes Silk False Lash Collection in My Life's Complete. The funds will be available within 1-7 business days.
Going forward, Sephora.com will not be refunding for any additional items.
Thank you for your patience and understanding,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/12/29) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your recent Sephora experience.
We have refunded your Mastercard in the amount of $142.58 for the order that never arrived. Please allow 1-7 business days for...
this amount to appear on your billing statement.
The additional $20 that was applied has been refunded to your online account in the form of store credit. This store credit never expires and will be applied automatically to your next online order.
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.
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the response because they met my request.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: well first of all the fact that your solution to this problem is to tell me to dispute it with my credit card I've never experienced such poor customer service I am literally shocked at the way you are behaving with this situation you sent an email to me earlier today telling me that you were unable to file a claim with the post office but I've spoken with the post office twice both times they confirm that the shipper should file the claim and that they would only discuss very basic information with me the receiver I basically would confirm that I didn't receive the package which I've already confirmed with the post office and they tell me they've received no information from you and they also went on to tell me that when and if the claim is paid all monies would go to you not me so please explain to me why you haven't filed a claim why you haven't given the post office the information they need as I said before the post office has repeated this information twice to me now two different people to different times so when they claim is paid and you get your money and you still try to keep mine how do you justify that?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, [redacted]
Dear [redacted],
We have reviewed your Revdex.com complaint and are extremely sorry for this experience.
It appears you have spoken with several supervisors as well as our Social Media team and a refund has been issued. Should you continue to experience difficulty with your Sephora account,...
please contact us directly at 1-877-SEPHORA.
We thank you for your patience, and apologize again for this experience.
Best wishes,
Sephora Client Services
Dear [redacted],
We apologize for any confusion or misinformation. The Sephora return policy timeframe in the United States is 90 days from the original date of purchase. Within the first 60 days, Sephora will offer a refund to the original form of payment. Between 61-90 days, we will offer Merchandise Credit.
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.
The Flash Shipping option will remain on your account through [redacted]. We hope you will choose to shop with Sephora again in future so that we may show you the kind of experience we strive to provide to all our valued clients.
Best regards,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/06/08) */
Below is a copy of the email sent directly to this client:
Dear [redacted],
Thank you for contacting Sephora.com.
We received your complaint from the Revdex.com and appreciate that you have brought your concerns to our attention...
so that we may assist you further.
We would like to process a refund to the American Express used in order #XXXXXXXXXX, for the amount of $57.78. Before we are able to complete the refund, we require that your credit card information be provided to one of our Beauty Advisors by phone at your earliest convenience as this information was not saved when your original order was placed.
Should you wish to keep this amount as an online store-credit, rather than receiving the funds back to your American Express, there is no further action needed on your part. The credit never expires and will automatically apply to your next Sephora.com order.
We have placed a note on your account so that the next Beauty Advisor with whom you speak will know exactly what information is needed and what steps to take next.
As a security precaution, your credit card information must be provided by phone, please contact us by phone at 1-877-SEPHORA (X-XXX-XXX-XXXX).
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The amount they indicated in the response above and that was owed to me was $57.78. The amount Sephora submitted to American Express for refund was $49.11. They still owe me a refund of $8.67 per the original receipt and per their note above.
Final Business Response /* (4000, 9, 2015/06/15) */
Below is a copy of the email this client received today:
Dear [redacted],
Thank you for contacting Sephora.com with your follow up inquiries.
The amount of your refund for order #XXXXXXXXXX is correct as you were given a 15% discount with this order. This discount changed the amount you paid for item #XXXXXXX from $54.00 to $45.90 +tax, bringing your refund amount to $49.11.
Our apologies for the incorrect amount that was provided in our previous email; we are unable to refund a product for more than was paid for the item and we appreciate your understanding. For this reason we cannot provide you with the extra refund amount of $8.67, which you have requested.
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
Initial Business Response /* (1000, 5, 2015/12/17) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your recent Sephora experience.
We regret that we were unable to locate a Sephora account with the email address provided. Please reply via the Revdex.com or email...
[redacted]@sephora.com with your registered email address or Beauty Insider card number so that we may best assist you. If you have a copy of the receipt, please include a photo as well.
Again, we are so sorry to hear that you may have received opened products. Sephora does not sell items that have been returned and this is a concerning incident.
We hope to hear from you soon,
Sephora Client Services
Dear [redacted],
Thank you for contacting Sephora.
We greatly appreciate your feedback and can assure you that it will be forwarded to the appropriate contact within our organization and they will do their best to incorporate your feedback in our future endeavors. We also apologize for any confusion,...
every company has different agreements with shipping companies and a different number of distribution centers which can affect the delivery. We cannot speak to how any other companies may process orders, however we can that confirm that 2 day shipping is offered, and there is also a 1-2 day time prior to shipping that an order is processed. All information in regards to the details of Flash shipping is stated in the Terms & Conditions of the subscription so that we can be as transparent as possible with our clients. This information can be accessed via the following link: http://www.sephora.com/sephora-flash-subscription-P379518
We sincerely appreciate you taking the time to provide your feedback. As a company, we strive to provide the best service to our clients and your feedback is always welcome. As a one-time courtesy, we have issued you a refund in the amount of $[redacted] in online store credit to your Sephora.com account. This amount will automatically apply to your next online order, and no code is necessary to redeem.
We value you as a client and we thank you again for contacting us.
Regards,
Sephora Client Services
Dear [redacted],
We truly apologize for this inconvenience and experience.
Sephora is not able to settle on payment until an order is confirmed shipped. As your order was cancelled before it was able to leave our Distribution Center, we did not charge you for the items.
Any pending holds would have to be released by your Financial Institution. We strongly recommend contacting them directly, and creating a conference call with our Beauty Advisors so that we may verify this information with them directly.
Thank you,
Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your experience in our Sephora [redacted] location.
As a company we strive to provide our clients with the best service and we are sorry to hear about your experience.
Your email 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
Complaint: [redacted]I am rejecting this response because:
Hi there! Thanks for the response! It's actually much faster than I thought. However, at this point, I really feel frustrated calling them again. Every time I called I had to explain to the beauty advisers what happened and they were really confused. I even got disconnected once after waiting in line for a while. Besides the 500 pts are pretty useless to me, and the item I really wanted had been out of stock ever since I placed the order (I believe that was the reason why they just cancelled my order). I hope we can resolve this without requiring my time to call and wait in line and to explain it anymore. I'd rather take a 20% off coupon code than having to call them again. Sincerely,[redacted]
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for any inconvenience.
It appears that this gift card was redeemed online[redacted]. Please note that Sephora Gift Cards are treated as cash, and are not replaceable if lost or stolen.
As this gift card was purchased through...
ebay, we strongly recommend you contact them with this information about your gift card so that they may research the issue further.
Thank you,
Sephora Client Services
Dear [redacted], We have reviewed your Revdex.com complaint and apologize for this experience. We have reached out to the District Manager so that we may further research this transaction for you and hope to resolve this shortly. In the meantime, we have added 500 points to your Beauty Bank as...
an apology for the delay in processing your refund. We thank you for your patience while we look into this matter for you. Best regards, Sephora Client Services
Dear [redacted],
We understand that this has been a frustrating experience.
Samples are a wonderful way to try new products and we apologize that substitutions were made in your recent order. We regret that we cannot offer replacement samples as our warehouse is unable to send samples outside of merchandise orders.
Our website does call out that substitutions will be made for out-of-stock samples and we apologize that these particular samples were not included in your order. We apologize for any inconvenience this may have caused.
Another great way to test our products is to visit your nearest Sephora store. The stores provide product testers to test the product on the spot as well as cast members to answer any questions you may have regarding products.Regards,Sephora Client Services
Dear [redacted],
Thank you for contacting Sephora.We appreciate the feedback that you have provided us with in regard to your experience at our [redacted] Mall Sephora 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. This feedback has been forwarded to the appropriate contact within the Sephora stores organization.
We sincerely apologize that you had previous returns processed incorrectly in store, and have added $[redacted] in store credit to your online account. This store credit never expires and is the equivalent to applying Flash 1-Day Shipping to three online orders.
There is a process to dispute the accuracy or completeness of any information contained in the RAR report. We regret that we are unable to file this dispute on your behalf, however we strongly encourage you do dispute the TRE decision.
We hope you will choose to shop with Sephora again in the future, and thank you for being a Rouge client at Sephora. Regards,Sephora Client Services
Dear [redacted],
Thank you for contacting Sephora.
We understand your concern regarding the pending authorization on your account. We apologize for any inconvenience.
Temporary authorizations usually drops from the account within 1 to 7 business days for local US accounts but may take up...
to one billing cycle for international accounts.
At this time, it appears that any pending holds were reversed through Sephora. We recommend that you contact your financial institution for more information regarding the processing time for temporary authorizations.
Sincerely,
Sephora Client Services
Dear [redacted],
We are very sorry to hear that your items were not found in the office.
In reviewing your Sephora account, your complaint has already been forwarded to the [redacted] location. We hope that our Cast Members are able to assist you and locate your items. Please keep...
in mind however, that Sephora Cast Members are not responsible to unattended personal belongings.
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], and find that this resolution is satisfactory to me.
Thank you very much for your help in this matter.
Sincerely, [redacted]