Complaints for Sephora USA Inc. in San Francisco, CA

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
3	Agreed to make an adjustment
0	Refusing to make an adjustment
5	Refuse to adjust, relying on terms of agreement
0	Unanswered

9 complaints against Sephora USA Inc.

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6/12/2024

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $161.00 Amount Settled: $161.00

Customer Complaint

5/29/2024

I placed an order on Sephora.com on 3/31/2023 for various items totaling $161.00. In the meantime, my 21 year old daughter was diagnosed with cancer(lymphoma stage 3).. at that point my world completely stopped & I was so focused on fighting for my daughters life that I dropped the ball and never checked up on my order. Today, I was packing and I reached for an item that I thought I had because I remembered ordering it and could not find it. I went online to check to make sure that I did order it at which time I noticed that they took my $161, but my order was never shipped out. It still says awaiting carrier pick up as we speak. I immediately contacted customer service and explained my situation and the agent was great at first. She said I am so sorry I do see that your order was not picked up. I am going to request a refund right now. She came back and said, " Unfortunately I see the system denied the request as we have assisted you in other instances and we will not accommodate for issues with this order". So, I replied " So you were telling me because I have had issues in the past that you're going to take my $161 knowing I absolutely did not receive this package. It was never shipped out. You can see the same thing I can see. I Proceeded to inform her that I will be contacting the Better Business Bureau as well as posting this on every and all social media platforms, so that no one else will get ripped off like this. She then said " they will contact me in 24-48 hrs. Resolution Sought I would like either to be fully refunded or a store credit for the $161 they already have.

Company Response

5/30/2024

Dear Jennifer, We are sorry for what your family has gone through recently and wish your daughter all the best. You were refunded for the missing order referenced in your complaint via online credit on 5/25/24. On that same day, you placed a new order, using the online credit as your method of payment. You currently have $9.59 in online credit remaining on your Sephora account, which will automatically apply as the first form of payment for your next online order. We hope you are enjoying your new items. Sincerely, Sephora Client Services

6/12/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $57.00 Amount Settled: $0.00

Customer Complaint

5/13/2024

Purchased online lancome care & glow foundation with a gift card the color was too light went in store and exchanged and purchased another lancome teint idole in the same shade turns out I didn't like the teint idole so that left me with the care & glow but only to realize it was expired went back to the store to exchange it and they keep saying they don't see the transaction all I want is one that is not expired Resolution Sought All I want is them to exchange the product for one that is not expired

Company Response

5/14/2024

Revised Response: Please be aware that we reached out to this client via email prior to replying in the BCA portal to request further information. We were not able to give the client an immediate resolution based on the limited details included in the complaint. Please see below for Sephora's final response to this client, which is not currently reflected on the BCA website/portal. Dear Taqueasha, In review of your account, we see that all Lancome foundations purchased since the end of March were returned, and therefore we were not able to identify the product you wish to exchange. To gain clarity and determine how we may best assist, we reached out to you on 5/14/24 at the email address provided when submitting this complaint. As of today, 5/29/24, we have not heard back. If you still need assistance, please reply to our email sent on 5/14/24, or through the BCA. Sincerely, Sephora Client Services Thank you and please let us know if you have any questions regarding our request to include a final response to this client. ************************************************************** Dear Taqueasha, As we need some additional information to best address your concerns, we've sent you an email to the address used in submitting your complaint. We look forward to speaking with you directly. Sincerely, Sephora Client Services

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