COURT-AUTHORIZED NOTICE OF SETTLEMENT
If you are or were a Sephora customer who had a Sephora “Beauty Insider” account with VIB or VIB Rouge status as of November 4, 2014 that was associated with an email address from the domain @qq.com, @126.com, or @163.com this Notice describes your rights and potential benefits from a class action settlement.
The Net Settlement Proceeds will be distributed among all eligible Settlement Class Members who submit claim forms, up to a maximum of $125 in cash or $250 in an electronic gift card per person. The total amount you receive depends on the number of Settlement Class Members who submit claims forms.
THIS NOTICE MAY AFFECT YOUR RIGHTS – PLEASE READ IT CAREFULLY
A court authorized this Notice. This is not a solicitation from a lawyer.
This Notice summarizes a proposed class-action settlement of claims brought against Sephora USA, Inc. (“Sephora”). The Settlement resolves a lawsuit in which Plaintiffs allege that in early November 2014, Sephora unlawfully deactivated from its website thousands of customers in the U.S. whose customer accounts had email addresses associated with three email service providers based in China that use Chinese as the default language: @qq.com @126.com; and @163.com (the “Impacted Domains”). Plaintiffs allege that Sephora deactivated these accounts and prevented customers from participating in the annual 20% discount sale available to VIB and VIB Rouge customers scheduled to begin on November 6, 2014 (the “VIB Sale”).
You are part of the Settlement and may be eligible to submit a claim for a cash payment or electronic gift card if you (i) had an active VIB or VIB Rouge account as of November 4, 2014 that was associated with an email address from one of the Impacted Domains, (ii) had your account deactivated as a result of the computer code that Sephora implemented on or about November 6, 2014, and (iii) attempted to but were unable to make a purchase at sephora.com using your “Beauty Insider” account(s) at some point in November 2014.
The Settlement requires Sephora to pay a total of $950,000. Administrative Expenses incurred in connection with distributing the Settlement will be deducted from that amount. Class Counsel will ask the Court to approve up to $418,550 in legal fees and up to $90,000 in costs, to be deducted from the $950,000. Class Counsel also will ask the Court to approve service awards of up to $5,000 each on behalf of the two named Class representatives, for a total of $10,000 to be deducted from the $950,000. Class Counsel will ask the Court to approve up to $25,000 in costs for the administration of this Settlement. The Net Settlement Proceeds will be the amount of Sephora’s payment of $950,000 less these amounts.
The Net Settlement Proceeds will be distributed among all eligible Settlement Class Members who submit claim forms (“Authorized Claimants”), up to a maximum of $125 in cash or $250 in an electronic gift card per person. If funds remain after distribution to Authorized Claimants, the money will be donated to the National Asian Pacific American Women’s Forum, a not-for-profit organization. No amount of the Net Settlement Proceeds will revert back to Sephora.
The two sides disagree on whether Plaintiffs or Defendant would have won at trial.
Your legal rights are affected whether you act or do not act .
Read this Notice carefully .
YOUR LEGAL RIGHTS AND OPTIONS IN THIS LAWSUIT
SUBMIT A CLAIM FORM
If you (i) had one or more Sephora “Beauty Insider” account(s) with VIB or VIB Rouge status as of November 4, 2014 that was associated with an email address from the domain @qq.com, @126.com, or @163.com; (ii) had your account(s) deactivated as a result of the computer code that Sephora implemented on or about November 6, 2014; and (iii) attempted to but were unable to make a purchase at www.sephora.com using your “Beauty Insider” account(s) at some point in November 2014, you are a “Class Member.” In order to receive a settlement payment, you must timely submit a Claim Form (which would make you an “Authorized Claimant”).
If you are a Class Member, you may choose to exclude yourself from the Settlement, in which case you will not receive any cash or electronic gift card but will retain the ability to sue Sephora or the other released parties for the conduct alleged in the lawsuit.
If you wish to object to the Settlement, you can write to the Court to explain why you do not believe the Settlement is fair. You can also ask to speak in Court about the fairness of the Settlement at the Final Approval Hearing. The date for the Final Approval Hearing is scheduled for _____, 2017. You will be notified if this date changes. Please note that, as a condition to objecting, you must still timely submit a Claim Form.
If you do nothing, you will not receive any cash or electronic gift card and will no longer be able to sue Sephora or the other released parties for the conduct alleged in the lawsuit.
This Notice summarizes the proposed Settlement. For the precise terms and conditions of the Settlement, please see the Settlement Agreement available at www.beautyinsidersettlement.com or by contacting the Claims Administrator, Dahl Administration, LLC, www.dahladministration.com , 6465 Wayzata Blvd, Ste 420, Minneapolis MN 55426, telephone 1-888-755-9508 or by visiting the office of the Clerk of the Court for the United States District Court for the Northern District of California, 450 Golden Gate Avenue, San Francisco, CA 94102-3489, between 9:00 a.m. and 4:00 p.m., Monday through Friday, excluding Court holidays.
PLEASE DO NOT TELEPHONE THE COURT OR THE COURT CLERK’S OFFICE TO INQUIRE ABOUT THIS SETTLEMENT OR THE CLAIM PROCESS
BACKGROUND OF THE ACTION
On November 26, 2014, Plaintiffs filed a lawsuit against Sephora on behalf of themselves individually and a proposed class of thousands of Chinese/Asian customers, Lee, et al. v. Sephora USA, Inc. , United States District Court for the Northern District of California, Case No. 3:14-cv-05237 (the “Action”). Plaintiffs contended that they and the proposed class had their accounts deactivated without notice, and that these deactivations amounted to discrimination against Chinese/Asian customers based on the belief that all Chinese/Asian customers abuse discount sales to resell products. The account deactivations occurred during Sephora’s largest online sale event of the year in November 2014.
Sephora denies any liability or wrongdoing of any kind associated with the claims in the Action. The Court has not decided whether or not Plaintiffs’ claims have merit, or whether they would be entitled to pursue claims on behalf of others as a class action.
After mediation and settlement conferences between Plaintiffs and Sephora (the “Parties”), they reached this Settlement. This Settlement has been given preliminary approval by the Court, and this Notice is being sent to all Class Members who now have the opportunity to receive a portion of the Settlement. By agreeing to resolve the lawsuit, all Parties avoid the risks and cost of a trial, and Authorized Claimants will receive compensation more quickly than if the matter continued to trial. Plaintiffs and their attorneys think the settlement is in the best interests of the Authorized Claimants.
SUMMARY OF THE PROPOSED SETTLEMENT
Who is included in the Settlement?
You are included in the Settlement and defined as an Authorized Claimant if you were a Sephora customer who: (i) had one or more Sephora “Beauty Insider” account(s) with VIB or VIB Rouge status as of November 4, 2014 that was associated with an email address from the domain @qq.com, @126.com, or @163.com; (ii) had your account(s) deactivated as a result of the computer code that Sephora implemented on or about November 6, 2014; (iii) attempted to but were unable to make a purchase at www.sephora.com using your “Beauty Insider” account(s) at some point in November 2014; and (iv) you do not opt out as described in this Notice. If you believe you meet the above definition, you are permitted to submit the following Claims Form, found at
https://www.beautyinsidersettlement.com/content/do cuments/ClaimForm.pdf .
As an Authorized Claimant, you have the option to: (i) submit a claim form; (ii) exclude yourself; (iii) submit a claim form and object to the Settlement; or (iv) do nothing.
How much is my share of the Settlement if it is approved?
If the Court grants final approval of the Settlement, Sephora will make a settlement payment (“Settlement Payment”) of $950,000. As described below, the amount available for Authorized Claimants from the $950,000 are the Net Settlement Proceeds. It is estimated that the $950,000 will be apportioned as follows:
$418,500 (Estimated Attorneys’ Fees)
$90,000 (Estimated Litigation Expenses)
$10,000 (Service Awards to Plaintiffs Ye and Han)
$25,000 (Claims Administrative Expenses)
$406,500 (Estimated “Net Settlement Proceeds” Payable to Authorized Claimants)
This is an estimated amount. The total amount of Net Settlement Proceeds available to make payments to Authorized Claimants may vary depending upon whether, and in what amounts, the Court approves the attorneys’ fees, litigation expenses, and service payments described above. It will also depend on how much Sephora has to pay the Claims Administration firm.
The entire amount of the Net Settlement Proceeds will be paid to Authorized Claimants who submit a Claim Form selecting either cash or a Sephora electronic gift card (collectively, the “Settlement Benefit”) within a certain period (the “Claim Period”). After the conclusion of the Claim Period, the Claims Administrator will determine whether each Claim Form represents an Authorized Claimant. The amount of the Settlement Benefit an Authorized Claimant will receive will be determined on a pro rata basis, based on the total amount of the Net Settlement Proceeds to be allocated among all Authorized Claimants, the total number of Authorized Claimants, and the number of Claims Forms submitted. An Authorized Claimant who selects to receive a Sephora electronic gift card will receive a pro rata amount twice what each Authorized Claimant who selected cash will receive. The Settlement Benefits are capped at $125.00 in cash or $250.00 in a Sephora electronic gift card per Authorized Claimant.
Any amount remaining in the Net Settlement Proceeds after allocation among the Authorized Claimants at the conclusion of the Claim Period will be collected in a cy pres fund that will be donated to the National Asian Pacific American Women’s Forum, a non-profit charitable organization ( https://napawf.org/ ). No portion of the Net Settlement Proceeds will revert back to Sephora.
What if my Claim is rejected?
The Claims Administrator shall have the right to reject any claims deemed to be fraudulent, insufficient or incomplete. The Claims Administrator shall notify any person whose claim is rejected, explaining the reasons for rejection. If you think that the Claims Administrator wrongly rejected your Claim Form, you may challenge the decision by sending a written explanation along with any documents or other supporting evidence to the Claims Administrator. Such challenges must be post-marked by no later than April 3, 2017.
For purposes of evaluating Claims Forms, Sephora’s data and records will be presumed to be correct. However, Sephora agrees to cooperate with the Claims Administrator in connection with disputed Claims Forms. The Parties will work together with the Claims Administrator, if needed, to make final determinations of Settlement Benefits.
If this Notice does not correctly state your name or contact information, please inform the Claims Administrator immediately. You can do this via email, phone or writing to:
Dahl Administration, LLC
6465 Wayzata Blvd, Ste 420 • Minneapolis MN 55426
1-888-755-9508 – www.beautyinsidersettlement.com
When will I receive my Settlement Payment?
The first round of Settlement Payments will be made approximately 10 business days after all rights to appeal or review court approval of the Settlement are exhausted, or any appeal or review has been resolved in favor of the Settlement. This date is not available at this time.
What can I do if I oppose the Settlement?
If you choose to remain a part of the Settlement, you must submit a Claim Form and you may object to its terms before the Final Approval Hearing, either by filing an objection to the Claims Administrator available on the website at www.beautyinsidersettlement.com , or filing a notice of your intent to appear and object at the final approval hearing at the time and place listed below in this Notice. You can reach Dahl Administration at 6465 Wayzata Blvd, Ste 420, Minneapolis MN 55426 or 1-888-755-9508. However, if the Court rejects your objection and approves the Settlement, you will be bound by the terms of the Settlement.
Each objection shall be accompanied by submission of information sufficient to establish (under penalty of perjury) that the individual objecting is an Authorized Claimant (in the form of a Claim Form) and shall provide a detailed statement of any objection asserted and for requesting the opportunity to appear and be heard at the Final Approval Hearing. You may appear in person or through a legal representative.
Any objection must be in writing and include the basis for the objection, your current email address, your full name, and address. To be valid and effective, the Claims Administrator must receive objections and/or notices of intent to appear at the hearing no later than April 3, 2017. An Authorized Claimant who fails to submit an objection in the manner described above and by the specified deadline will be deemed to have waived any objections and will be foreclosed from making any objection (whether by appeal or otherwise) to the Settlement.
To object, see www.beautyinsidersettlement.com or write to:
Dahl Administration, LLC
6465 Wayzata Blvd, Ste 420 • Minneapolis MN 55426
Also, send a copy of your objection via e-mail or by mail to:
Counsel for Plaintiffs:
Counsel for Sephora:
Jeanne M. Christensen, Esq.
Elizabeth J. Chen, Esq.
85 Fifth Avenue
New York, NY 10003
Tel.: (212) 257-6800
Jamie C. Couche, Esq.
ANDERSON & POOLE, P.C.
601 California Street
Sn Francisco, CA 94108-2818
Tel.: (415) 956-6413
Robert Shapiro, Esq.
Shermin Kruse, Esq.
BARACK FERRAZZANO KIRSCHBAUM & NAGELBERG LLP
200 W. Madison St, Suite 3900
Chicago, IL 60606
Tel: (312) 984-3100
Andrew R. Livingston, Esq.
Kathryn G. Mantoan, Esq.
ORRICK, HERRINGTON & SUTCLIFFE LLP
405 Howard Street
San Francisco, CA 94105
Tel: (415) 773-5700
What if I do not want to be part of this Settlement?
If you do not want to participate in this Settlement , you must submit a Request for Exclusion form, found at https://www.beautyinsidersettlement.com/content/do cuments/ExclusionForm.pdf , to the Claims Administrator within the Claim Period setting forth your name and a statement that you request exclusion from the class and do not wish to participate in the settlement. This form can be accessed also on 1-888-755-9508. You may write to the Claims Administrator at the address in ¶ E above. Any Class Member who submits a timely and valid Request for Exclusion shall not be an Authorized Claimant and shall not have standing to object to or otherwise contest the Settlement. If you do not exclude yourself, you will be bound by the terms of the Settlement.
What claims will I release by participating in the Settlement?
If you do exclude yourself from the Settlement, you will release the claims resolved in the Action. This means that you will not be able to sue or continue to sue Sephora in any other case that involves the claims alleged in the Action or claims that could have been brought based on the facts alleged in the Complaint, whether they are known or unknown (the “Released Claims”) defined as:
All claims or causes of action that are pled in or reasonably related to the claims and potential claims in the Litigation, including but not limited to any and all claims related to the November 2014 20% off sale, the Settlement Class Members’ “Beauty Insider” accounts, and any and all breach of contract or derivative tort claims related to the claims and potential claims in the Litigation against any of the Released Parties.
You may discover facts in addition to or different from those which you now know or believe to be true with respect to the subject matter of the Released Claims, but you will fully, finally and forever settle and release any and all Released Claims, known or unknown, suspected or unsuspected, contingent or non-contingent, whether or not concealed or hidden, which now exist, or heretofore have existed upon any theory of law or equity and without regard to the subsequent discovery or existence of such different or additional facts.
What additional payments will be made to the Class Representatives?
In addition to their respective Settlement Benefits, subject to Court approval, Plaintiffs Ye and Han will be paid up to $5,000 each for their services as Class Representatives. These services include but are not limited to commencing the Action, their willingness to accept the risks of being Class Representatives, as well as the work and time spent litigating the Action, including appearing at and having their depositions taken, assisting in discovery, and attending mediation sessions and Court settlement conferences. These payments will be deducted from the Settlement Fund.
Who are my attorneys?
The Court has appointed Wigdor LLP and Anderson & Poole, P.C. to represent you and the rest of the Class. Their contact information is listed in ¶ E above. Because the Court has appointed Wigdor LLP and Anderson & Poole, P.C., you do not need to hire your own attorney. If you want your own attorney, you may hire one at your own cost.
FINAL SETTLEMENT APPROVAL HEARING
The Court will hold a Final Approval Hearing on the proposed Settlement on May 25, 2017 at 1:30 p.m. PT, at Courtroom 5, United States District Court, Northern District of California, 450 Golden Gate Avenue, 17th Floor, San Francisco CA 94102. The purpose of this hearing is to determine whether the Settlement should be finally approved as fair, reasonable, and adequate. The Court will decide whether to approve Class Counsel’s request for attorneys’ fees and expenses, and the Class Representatives’ service awards. It is not necessary for you to appear at the Final Approval Hearing unless you wish to object to the Settlement. If you have given notice of your objection to the Settlement, you may appear at the hearing at your option. If you have not given written notice of your objection or intention to appear, the Court may decide to not hear your objection.
GETTING MORE INFORMATION ABOUT THE SETTLEMENT
This Notice contains a summary of the basic terms of the Settlement. For the precise terms and conditions of the Settlement, you are referred to the Class Action Settlement Agreement between Plaintiffs and Sephora that can be obtained by contacting the Claims Administrator, at 6465 Wayzata Blvd, Ste 420, Minneapolis MN 55426, accessing the website www.beautyinsidersettlement.com. If you need to reach Plaintiffs’ counsel, you can email Jeanne M. Christensen, Esq., email@example.com or Elizabeth J. Chen, Esq., firstname.lastname@example.org or call them at (212) 257-6800.
If you change your email address or change your mailing address, please send the Claims Administrator your new contact information. It is your responsibility to keep current contact information on file with the Claims Administrator to ensure receipt of your Settlement Benefits. Failure to do so may result in non-payment or delay in payment.
It is strongly recommended that you keep a copy of any forms that you submit, and proof of timely sending via email or first-class mail, until the date of the Final Approval Hearing.
So. First off, I've just renewed my Flash Shipping subscription which I've loved the whole first year so much, like I said, I renewed it. That being said... I've never ever had any problems with not getting packages. Not even before I had the Flash Shipping, and before, when I rarely ordered from Sephora years ago. Now that I think about it, not even from any other company in my entire life- thank heavens I've been so lucky. . . until now. I ordered a couple things one day, on Feb. 4th, (2016 obviously) then I remembered I forgot to order another product with my initial one, so I make another purchase making for 2 separate packages in total. I got an Email of shipping confirmation for the 8th of Feb. so I figured it would be here on that date, like it has been (because it's always been on or before the expected delivery date) every single time, ever, for me. I kept up with the status of the packages that were successfully making their way to my apartment like usual, happy to see the progress. The day I expected them to be (and said to have been) delivered, I was home the entire day, didn't leave my apartment once. Now, keep in mind, every time I get a package, either from UPS, OnTrac and even FedEx, I get a knock on my door or a doorbell rung... but there was no sound from mine, not even a light tap. Normally I get mail and packages by 3PM so, weary, I went online and checked the the status; to my surprise, the status was "DELIVERED." So (in haste) I checked outside my door, where OT always delivers packages without fail, but. . . nothing. So at this desperate (and livid) time, I'll ask neighbors if they've seen or accidentally received a couple parcels- nothing. "Okay..." I ask the management of the apartments - Nothing. "dang..." I check my mailbox (which I only get USPS there, FedEx either gives it to office) -Nothing. "Fuuuu..." Desperate, I even go to units that have the same numbers just in case the delivery person had mistaken the address -Nothing. Contacted OnTrac- NO REPLY. Researched them while waiting and found LOADS and LOADS of complaints and angry customers, spending even more money than myself, with lost packages, delivery people who have been caught stealing packages and who have admitted to sending the packages to wrong addresses and feeling "too lazy" to correct the problem. I haven't have any problems with Sephora before, besides not getting my samples in packages for 4 months (which isn't a huge deal but a girl gets excited for some Hourglass Primer dude <3 gratefully that was resolved very generously. I Suggest getting RID OF ONTRAC service because it looks like it's costing more than it's saving. I'm still waiting for an explanation for where my packages are, went, and when I will be receiving replacements-not money back. Thank you. ValarieMarie M.
I received an order in the mail today and didn't receive any of my 3 free samples that are shown on my order details. Sometimes if the samples are out of stock I will get a substitute but I didn't get anything this time has this happened to anyone else? If so how often?
Hi PLAY! by SEPHORA subscribers,
Some of you have been wondering how we curate each of our boxes, so we wanted to let you know how it works!
Every month, our team of beauty experts determine a selection of products around a theme or trend. We then take these products and create different box versions. Because we want you to love all of the deluxe samples you receive, we then choose which version would work best for you based on the answers you provided in your PLAY! PROFILE. This way, the products you receive are appropriate for your beauty needs.
Still have questions about how we determine what goes into your PLAY! by SEPHORA box? We want to hear from you! Check out the FAQs and chat with us below.
Q: How does PLAY! by Sephora decide which products to send to subscribers each month?
A: PLAY! By Sephora curates a selection of products every month that align with a particular beauty theme or trend we’re loving. From here, we develop box versions – which vary based on different beauty preferences like skin tone and hair. Then, we target these box versions to each subscriber based on his/her PLAY! PROFILE. We always try and send you the box that we believe is best for you.
Q: What if I don’t like the products I received in my box?
A: If you’re not sure about why you received a certain product in your box, we encourage you to take your PLAY! PASS to your local Sephora and ask for a personal, one-on-one consultation with one of our Beauty Advisors. This is one of the many perks you get with PLAY!. In-store, a Beauty Advisor can help you find a similar or complimentary products. They will even make you a custom sample so you can try it out at home.
OR, if you can’t make it to a store, you can always call or shoot us an email us: 1-844-PLAY-HLP or email@example.com.
Q: What is the PLAY! PROFILE and how do I update my information?
A: The PLAY! PROFILE captures your beauty preferences and concerns. We use your PROFILE answers to determine which box version is best for you each month. To update your PLAY! PROFILE, first go to My Account and then click on the My Information in left navigation. From here, you can your PROFILE information like hair type, skin concern, and skin tone.
Q: What if one of the products in my box is broken, damaged or missing?
A: If you have a problem with your box, you can always call our PLAY! phone extension at 1-844-PLAY-HLP or email us at firstname.lastname@example.org. We’re here to help!
I just received my order placed on the 16th, and it didn't have ANY of the samples I selected at checkout included, nor did it apply the promo code that I entered. The only sample that came correctly was my birthday sample set, since it was my birthday month (Tarte lip and cheek set, which I love). I know I'm having a first world moment being sad about my missing samples, but I was excited about the ones I selected, and I can't use one of the three sent to me because of allergies.
I recently placed an order and did not receive free samples I chose. I was given 3 other samples that I did not want to try. I ordered again today and selected 3 samples but I'm afraid I won't receive the correct samples again. I am noticing that my packages ship from the Utah Warehouse and see that it is a consistent issue with other orders from this same warehouse. Why let buyers choose samples only to receive something completely different?
Hello, I am a loyal Sephora customer who does the majority of my shopping with your company online. This is due to the fact that my local Sephora does not have near the selection of point perks that are offered online and does not offer samples like the 3 offered online, and also does not carry most of the products I love and repeatedly purchase in-store, (mainly Drunk Elephant, which is not in Canadian Sephoras and makes up the majority of my Sephora purchases). I received a Sephora gift card for Christmas and made a purchase online. I swatched the product after receiving it and found it was not a match, so I brought it to my local Sephora to return it. Upon doing so, the sales associate that rang me through said that it had to go on store credit and could not be put back on the gift card. I asked her if store credit was the same as gift card and she said yes, which I found out is not true as store credit cannot be used with online purchases. Is there actually a legit policy that states any returns made to Sephora that were purchased by gift card must be put on store credit? I am just struggling with the idea as I know it is logistically possible to put it back on a gift card as that is what any other store I have shopped at has done. The other reason I am so frustrated by this is that the item I want to spend this money on is from a brand that is strictly sold online (Viseart) , and I don't want to purchase something I don't truly want just because this money is now no good online. I am not trying to be rude here, there is a reason I am loyal to Sephora because I love the products you offer, and any other time I have done in-store shopping at my local Sephora all the sales associates have always been so welcoming and amazing, and the on-line customer support has always been good to me as well. The associate who rang me through was not being rude to me either, she just did not give me any choice of having it put back on gift card nor did she provide an explanation on why it had to be put on store credit. I am just looking for a little help in regards to someone explaining to me whether this is something that should've happened. Is this a policy that happens in every single store and something that all employees must do, regardless of whether the purchase was originally made with a gift card and receipts and original packaging were provided upon return? Is there any way I can get this put onto a gift card instead? Again, I am not looking to get anyone in trouble, the girl wasn't being rude, and if it could've been put on a gift card, it is always possible that she wasn't aware of it and thought she was doing the right thing. Thank-you in advance!
Hello, So I noticed when I return an item via onlin you get to track it but ive had times where down the line i would want to return another item from the same order but im unable to track it that second time with the site still showing when the first package arrived. Is there a way to see that second time as well or because its under the same order it wont show?
For some time now I've noticed that I rarely receive all or sometimes any of the specific samples I request with my orders. I would totally understand if this was always due to the simple issue of them running out of stock, but I've paid close attention recently and that doesn't seem to be the cause; take a recent order I placed as an example: I requested a sample of the Becca Shimmering Skin Perfector in Pressed Opal (which I was really looking forward to as I love Becca products). I received this package today, and it did not include this sample; it was replaced by something else which I have received before and really don't like / will never use. However, I know this sample is still available because I went to place another order today for something I forgot, and the sample was still available to select - 3 days after I originally placed the order below. I also didn't receive the Replica "At The Barber's" scent sample, though that one is still listed as an available sample on your website today too. I think the order below may be the second one I've requested that particular sample in, and still have yet to receive it at all. Can you please investigate as to why I don't seem to receive the right samples anymore even when they are still in stock? Is it a processing issue you have that affects more customers than just myself, or somehow something specifically wrong with my account? In case it's relevant, I believe this started happening around the time that we were able to select 5 samples for an extended period. However, even once we changed back to only receiving 3 samples, I'm still not likely to get the ones I request. I definitely appreciate that samples are a free thing and Sephora isn't obligated to provide them, but it's a bit damaging to the overall experience of being a loyal Sephora customer to have this keep happening, especially when it used to be so much better. Plus, it's defeating the point of giving us samples to get us to buy more things when you don't send what we're clearly interested in. Please let me know if you need more information from me to help resolve this. Thank you!
Hi. Since November I have not been receiving Amy emails. I contacted customer service back in December and was told that I unsubscribed to emails, but I never did. They reset my email account and said I should start getting emails again, but never did get any. So I resubscribed, but it seems that I have to resubscribed every week because every time I check my account I am unsubscribed. Can someone please check into this because I would like to start getting emails again. I had been getting emails since 2006 when I signed up, but something changed in your system and have been having problems since November.
Hi, so I recently had to get a new debit card because I had lost my other one. I missed out on the January box because I had forgotten to update my card. I Updated my card and I've been getting emails about the February box but I haven't been charged. I was really looking forward to this box, I just want to make sure that I'm getting it.
I just recently ordered the Kat Von D Shade+Light palette and her liquid lipstick in Hawkwind. The large shade Laetus was crushed and Samael was chipped. I also received the shade Dammed instead of Hawkwind. I've placed orders before and have never had this kind of issue.
I received my PLAY! box yesterday. I was on the waiting list for almost a year. Unfortunately the Lip Injections and the NARS lipstick was missing from my box Can someone please email me please. Thank you
I already posted in detail about my issue here : http://community.sephora.com/t5/Beauty-Insider/Sep hora-Rewards-Bazaar/m-p/2703723/highlight/true#M96 ... But I was hoping a mod could PM me regarding the best way to proceed. Do I need to talk to the Bloor St store, the person at Kendo Brands that booked my appointment, or someone else about getting my gift card situation rectified? Thanks.
Hi all, I received the delivery confirmation for my latest Sephora package days ago, but the box itself never appeared - it was either delivered to the wrong location or stolen! My neighbors don't have it and I've looked everywhere. I posted about this two days ago and received a very helpful PM from a mod (MariekeBT, who was lovely,) but she said to contact another mod for faster help because she was going to be away - I don't know another way to find a mod, tried reaching out directly but didn't hear back. Is there someone who can help me get this package redelivered?? Please!
I keep getting subscribe from email. Called twice customer service they subscribe me but it goes back to unsubscribe. I keep subscribing but it changes back. Need this problem resolve not getting my order confirmation, tracking, promotions, etc. Need problem resolve. Thanks
I made an order from Sephora 3 days ago, and I just wanted to see how the order was going by checking the tracking process and it said "Undeliverable - Need Gate Code" and it said Burbank, CA. I just want to make sure I understand that my order isn't being delivered to Burbank since that's not the address I ordered my order to be delivered to. (Note: I ordered something else about a month ago with no problems about it being delivered, so I just want to check that there isn't anything going wrong with this one given what it says currently.)
I just received my package thinking, "Oh! There's a product that I received a sample for that I'm dying to try but haven't decided if its worth the money. I can finally try it!" Wrong! I opened the box and did no find any samples that I picked out at all. This isn't even the first time, but this time I'm really upset about it.
My boyfriend bought me a gift and didn't want to use my account because it was a surprise and didn't want me to see. So the lady told him I can add the points later. I just can't figure out how to add them to my account now.
I placed an order on Nov 8th. The order number is 22****4719. On Nov 14th UPS noted that they delivered the package to a woman but actually I didn’t receive it and didn’t know who she is. My husband reported to Sephora and the customer service helped us to file a claim to UPS to invest this case a day later. It needed 8 business days to process. We understood and trusted Sephora would help us figure out the issue. We were too naïve. Nobody gave us any feedback until my husband call them again. The result was that UPS said they have delivered the package and Sephora can’t refund or resend the package again because it is worth $640.67. We requested Sephora to open a new claim to UPS again. It took another 8 business days and we didn’t received the call from Sephora for the resolution. Called Sephora again to ask update on Dec 11th, they said UPS stated that Me and my husband acknowledged that we received the package and Sephora won’t responsible it and won’t submit the claim again. My goodness, it was ridiculous and unreasonable. If I had received the package, why I still make noise here?? We called the UPS directly, they always asked us to contact the shipper. I am so disappoint and angry. Sephora phone customer service didn’t take care of me and didn’t help anything. Sephora and UPS passed the buck each other. Who cares about my package? It has been a month since I made the order from Sephora, I still haven’t received my package or refund the lost. I am really frustrated about this shopping experience on Sephora online. What should I do now to get my lost back?