Customer Service

[Fenwitchgreen]

A response would be considered 1. professional and 2. courteous.

On August 25th, my friend Celena Mair visited the Lime Ridge Mall store in Hamilton ON to exchange three products: Vegamour shampoo, rinse and serum. At the purchase time, she was guaranteed all could be returned if the products did not live up to the expectations the store associate put in place. The on-duty store manager accepted the shampoo and rinse, however, declined the serum stating that too much of the product had been used. The serum is packaged in a significantly smaller container than the other two. She was told to call the phone number on the receipt with the added: “Good luck. You probably won’t have any success but you can try.” When she called the provided number, she was told that it was for online customer service only and they didn’t support in-store issues. She reached out to Facebook messenger, provided a photograph of the receipt and was told that the issue was an in-store issue and they didn’t have the authority to change it. However, they would escalate it to the correct department. She received the following:

From: Sephora Customer Service <CustomerService@sephora.com>
Date: Wed, Sep 4, 2024 at 8:22 AM
Subject: Thank you for contacting Sephora [Reference #240904-000056]
To: <celenamair19@gmail.com>

Hello from Sephora,

Our Client Services team thanks you for your request and we will respond as quickly as possible.  We strive to reply to all inquiries within 24 hours.  You can also browse the Sephora FAQ pages for answers to your questions.
  
We will reply to your message soon. For your records, your reference number is: 240904-000056.

Have a beautiful day!

Sincerely,

Sephora Client Services

CustomerService@Sephora.com

1-877-SEPHORA (1-877-737-4672)

Monday - Friday, 5AM - 9PM PT

Saturday & Sunday 6AM - 9PM PT

----======================================================-----

From: Sephora Customer Service <CustomerService@sephora.com>
Date: Wed, Sep 4, 2024 at 10:54 AM
Subject: Celena Mairs incident 240901000212 [Incident: 240904-000056]
To: <celenamair19@gmail.com>

Hello Celena

Thank you for contacting us today. I would be happy to help with any questions or issues.

Please advise us of how we can help you as it is unclear. Please also provide the email address to the account you are contacting us about.

We look forward to your reply.

Best regards,

Gisela
Sephora Client Services

She returned to the FaceBook thread questioning why the information had not been sent to client services. The above two emails gave the impression that she was starting fresh. She received the following on Sunday September 8th at 3:31 pm:

Hi there, This issue was submitted to our store relations team, which has a separate contact than our general customer service email. We had escalated this to our store relations team and they will reach out to the email address Celenamair19@gmail.com. If the store relations team has reached out, please reply directly to their email for further assistance. Please note, it can take up to 7 business days for the store relations team to follow up once we submit the request to them. We appreciate your understanding. Best Wishes, Sephora Facebook Team

She has since received several emails requesting her online email, information of the issue and also informing her, once again, that the department was for online accounts only. Somewhere, in your company, there is a store relations department which escalates issues to the district and regional manager. She is familiar with Sephora’s return/exchange policy. Due to surgery, she went past the thirty days return timeline; however, she is entitled to a store exchange for the three products.

She does not have an online account with Sephora.com. That is why I am assisting her. The email for contact is celenamair19@gmail.com. 

Incident # 240904-000056

[makeupjunkie65]

@Fenwitchgreen ,You should definitely remove your friends email address. This is a public forum! Your friend needs to contact Sephora themselves you can not do it for them.

[Fenwitchgreen]

She wants Sephora  to reach out to her through this platform. Nothing else is bringing this issue to the attention of store relations. Sephora would be wise to quickly settle this issue as the word has now spread regarding her experience. Needless to say, many will not shop there anymore. However, I don't think that the company cares much about their customers anymore.

[makeupjunkie65]

@Fenwitchgreen , For security reasons you really should edit out your friends email. Customer service will not publicly disclose anyone’s personal information on this public forum and neither should anyone else. Also for security purposes Sephora customer service will only speak with the customer with the issue. You can be their spokesperson. Your friend will need to contact customer support themselves. Also return guidelines are public and available and apply to everyone. If you are trying to help a friend encourage them to reach out via chat or phone. They will need proof of purchase and must adhere to the return policy.