Complaints

This profile includes complaints for Sephora's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sephora

  350 Mission St Fl 7 San Francisco, CA 94105-2275

• 

  Sephora

  14006 Riverside Drive #75 Sherman Oaks, CA 91423-6306

• 

  Sephora

  1645 Briargate Pkwy #207 Colorado Springs, CO 80920-7687

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  Sephora

  825 Dulaney Valley Rd # 2235 Towson, MD 21204-2288

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  Sephora

  6000 W Markham St Ste 3130 Little Rock, AR 72205-3179

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Entered by BBB staff AT. The consumer purchased a fragrance in the Sephora department for $185.00. When she got home and opened the bottle, it was empty. She took it back to the store and was told they can't take it back because it was unwrapped and less than 80% remaining. The counter person was very rude; the customer would like an apology from a manager. The consumer has the receipt. The consumer would like to have a full bottle of the fragrance that she purchased.

  Business Response

  Date: 06/17/2025

  Dear Claudia,
  We apologize that the fragrance you purchased was defective. 
  
  Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to the address listed when submitting your complaint. 
  
  We look forward to assisting you more directly and resolving your concerns.
  
  Sincerely,
  
  Sephora Client Services
  
  

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  thank very much for your assistance.
  
  
  
  Sincerely,
  
  
  
  Claudia G*****

• Initial Complaint

  Date:06/13/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order ************ Package received today June ******* Hair oils missing Hair mask damage

  Business Response

  Date: 06/13/2025

  Dear *******,
  
  We apologize for your recent order experience.
  
  Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to the address listed when submitting your complaint.
  
  We look forward to assisting you more directly and resolving your concerns.
  
  Sincerely,
  Sephora ***************

  Customer Answer

  Date: 06/13/2025

  Hi Shyans,

  
  

  Please close the case. Its resolved. Thank you 

  
  

  Sharlet 

  
  

  
  

  
  

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I am writing this email after a store representative and a telephone customer representative including a supervisor named ********(on July 13, 2025 at about 3:40pm on the phone indicated that there was no form of return for the aforementioned product that fell apart while I was using it, because it was outside of the 30 day window for return or exchange I have attached an image. I would like for this matter to be escalated and that I be given a new similar product with a better cover. Please note that the glass/plastic covering fell out while I was using the product. This product was purchased in store on May 24, 2024. The breakage occurred about 3 months ago. I look forward to a favorable reply. Thanks.

  Business Response

  Date: 06/13/2025

  Dear *****,
  
  We apologize for your experience and appreciate you bringing it to our attention.
  
  Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to the address listed when submitting your complaint.
  
  We look forward to assisting you more directly and resolving your concerns.
  
  Sincerely,
  Sephora ***************

• Initial Complaint

  Date:06/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My boyfriend purchase a Sephora gift card for me from ******* on May 3rd and gave it to me for my birthday the same day. I had not needed to use the card until today, June 11th. I opened the packaging and revealed the card number and pin, and attempted to make a purchase. I was notified that the card had a balance of zero. The card and packaging did not appear to have been physically tampered with. I called Sephora and they said that the card had been used on June 1st, whilst it was still in my possession and sealed in the packaging. Sephora stated there was nothing that they could do and instructed me to have my boyfriend call his financial institution. Upon calling his bank, they said that he needed to call *******. ******* also would not do anything. So now no one will take responsibility for allowing this to occur, and my gift card has been fraudulently used. Ultimately Sephora should be responsible for the security of their gift cards, and if they cannot ensure that their cards are secure, they should be refunding the customers impacted by their lack of security.

  Business Response

  Date: 06/11/2025

  Dear *****,
  
  We are very sorry to learn of your experience with your gift card.
  
  Gift cards can be tampered with by fraudsters at the retailers where they are purchased. This fraud affects all retailers, and we are working with our Gift Card vendors and retailers to combat these scams.
  
  For victims of this fraud, seeking restitution through financial institutions is the best option.If the gift card was purchased with a credit or debit card, the financial institution may offer fraud protection.
  
  We apologize for any inconvenience and hope this information clarifies.
  
  Sincerely,
  Sephora Client Services
  

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Sephora Team,
  
  Sephora account phone number - +1**********
  
  I’m reaching out regarding a ******* ** ****** ***** **** spray bottle I purchased less than six months ago, which has unfortunately stopped functioning entirely. I visited your Fort Worth location at **** ****** ***** ** to request an exchange, but I was told it couldn’t be honored due to a packaging change and your return policy.
  
  I want to express my sincere disappointment with this experience. The bottle is priced at $15—not a major expense—but it’s the principle that matters here. I’ve used it as intended only a few times a week, and it has now become unusable in under six months of ownership. I expected better quality, and I also expected Sephora—especially as a long-standing customer and credit card holder—to stand behind the products you carry and offer some level of goodwill when things go wrong.
  
  As someone who’s been a loyal customer and frequently shops both in-store and online, I find it baffling that a simple exchange for a low-cost defective item is being treated as if it’s an impossible ask. If this can’t be resolved fairly, I’ll have no choice but to reevaluate my relationship with Sephora, including closing my credit card account.
  
  I hope you’ll reconsider and assist with a resolution here.

  Business Response

  Date: 06/09/2025

  Dear Brandon,
  
  We
  apologize that this experience.
  
  Given
  the amount of personal information that may be discussed in resolving your
  issue, a separate email has been sent to the email address registered to your
  account.
  
  We look forward to assisting you more directly and resolving your concerns.
  
  Sincerely,
  Sephora Client Services
  
  

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #************ was placed on May 14, 2025. I ordered two **** ****** *** ********* ******** *****, and created a return label on May 15th, the same day it arrived and returned the items at 4:10 PM on May 16th. I received an email confirming that the items were received on Return Date: 05/22/25. I received another email stating one of the glosses was empty. The email read, "Hello,We are contacting you to confirm that while our Distribution Center has received your return from order #************, we are unable to offer a refund or return the item/items below to you. Upon inspection, the product package contained incorrect contents or was empty." I returned the item the next day. How can a lip gloss be emptied in one day? They refuse to reship or refund my money

  Business Response

  Date: 06/09/2025

  Dear Talisha,
  
  We
  apologize that a refund was not issued for both items returned to us.
  
  Given the amount of personal information that may be discussed in resolving
  your issue, a separate email has been sent to the email address registered to
  your account.
  
  We look forward to assisting you more directly and resolving your concerns.
  
  Sincerely,
  Sephora Client Services

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased items from Sephora a few weeks ago on April 24, 2025 through ******. The items had an estimated shipping delivery date of Tuesday, April 29. Just in time for a vacation I was going on and I needed the products to prep for. However, the items never came, and a little under a week later I reached out to customer support to get a refund or a reshipment They offered the reshipment but the products still got there after the time that I needed the products so by the time the reshipment came I bought products elsewhere.I returned the reshipment to Sephora via mail the next week and received a notification my order was received and a refund was issued. I also paused my payments on Klarna as I had returned the order. However, yesterday Klarna reached out and told me there had still been no processing on Sephoras end of the refund, and so I reached out to customer service to see if I could get this processed.Customer service told me because it was a reshipment they can only give me money to my credit card or as a credit. But this isnt a real refund because Klarna will still charge me for the full amount and a late fee because of their antics. Ive gone back and forth with them and they still see they cant issue the refund because they processed the reshipment as an online credit. Thats not my fault, thats on their system.I want them to contact Klarna to get me a refund, before they mess with my credit and have me pay even more money because of their flawed system.

  Business Response

  Date: 06/12/2025

  Dear *****,
  
  We apologize for your recent order experience, and we appreciate you bringing it to our attention.

  Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to the address listed when submitting your complaint.
  
  We look forward to assisting you more directly and resolving your concerns.
  
  Sincerely,
  Sephora Client Services

• Initial Complaint

  Date:06/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have lived in my current apartment building for about 1.5 years. In that time, I have unfortunately had 2 (to the best of my memory) Sephora packages stolen/misdelivered here. Both times, I contacted Sephora to request assistance in tracking down the package and they offered to reship, which I appreciated; to reiterate, I never requested reshipment. After the 2nd time, I was told that if the issue happened again at this address, they would not assist. I understand this, but am not at fault for the missing packages (and neither is Sephora, presumably). As a result, I recently decided to ship my Sephora orders to ***** pickup points. On 5/25/25 I placed order #************. I picked up this package from ***** on 5/30/25 and arrived home to find 2 of the 3 items I paid for, and 1 of 2 free samples I ordered, missing from the box. I called Sephora customer service to ***ort the issue and was told the missing items could be shipped; then, after some discussion because an item had been discontinued, I was told that the missing items could not be shipped and no refund could be issued because of the previous issues with the lost/misdelivered shipments. The *** escalated the issue and after about 30 minutes of discussion and hold time, said a decision would be issued via email. On 5/31/25 I received an email from Sephora indicating they would not ship or refund the items I paid for that they did not send, and that any future orders to any delivery address would be 'at my own risk'. Sephora owes me $73.60, which includes $68 in merchandise and $5.60 in tax, for items I paid for that they did not ship to me. I was a loyal Sephora customer for decades, and the number of order issues I've had constitute an extremely small percentage of my total purchases. I would also like to warn other consumers of Sephora's deceptive practices in this regard, as consumers should not have to pay for merchandise they do not receive at the fault of the retailer.

  Business Response

  Date: 06/12/2025

  Dear *******,
  
  We apologize for your recent order experience, and we appreciate you bringing it to our attention. 
  
  Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to the address listed when submitting your complaint.
  
  We look forward to assisting you more directly and resolving your concerns.
  
  Sincerely,
  Sephora ***************

  Customer Answer

  Date: 06/13/2025

  Better Business Bureau:
  
  I have reviewed the direct email response sent to me by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business Name: Sephora USA Inc
  Amount Involved: $100+
  Product: ****** ******* ***** ** ******* (purchased in-store in Florida)
  Complaint Type: Product Defect / Poor Customer Service
  
  Complaint:
  In December 2024 I discovered that a bottle of ****** ******* ** perfume gifted to me and purchased from a Sephora retail location in Florida was defective. The perfume began leaking around the atomizer with light careful use and ultimately lost nearly all its contents.
  
  I contacted the brand ****** **** ****** directly within 60 days of noticing the defect and provided multiple forms of evidence including photos and a partial serial number. Despite several follow-ups through email ********* DMs and public comments I only received automated responses and no resolution.
  
  In May 2025 I reached out to Sephora Customer Service to request help resolving the issue. I was not asking for a refund or return. I clearly explained that this was a manufacturer defect and that the brand had failed to respond after repeated outreach. Sephora’s responses repeatedly cited their 30 day return policy and emphasized that the product was purchased in store and not under my Sephora account.
  
  I reiterated that this was not a standard return but a product defect situation and I was asking for Sephora’s support in dealing with an unresponsive brand partner. In Sephora’s most recent response they urged me to contact the brand directly which demonstrates a complete lack of care or attention to my emails. I had made it very clear from the beginning that I had already been attempting to contact the brand repeatedly with no success.
  
  Despite multiple respectful attempts to resolve the issue I have been dismissed and redirected in a circular manner with no accountability from either the brand or the retailer.

  Business Response

  Date: 06/04/2025

  Dear Grace, 

  We apologize for
  your recent experience with the ****** ******* ***** **** ***** | ** *** ** ******. 
  
  Given the amount of
  personal information that may be discussed in resolving your issue, a separate
  email has been sent to the address listed when submitting your complaint.
  
  We look forward to
  assisting you more directly and resolving your concerns.
  
  Sincerely,
  Sephora Client
  Services

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase at Sephora in ************** on 5/21/25. The items werent available in store so they placed a order to be shipped. I never received the order. I contacted the store with my physical receipt with a order number on the receipt and they said its no record of it. I have my physical receipt and their not honoring my receipt or my purchase of $97.68. Ive made several attempts to get this rectified to no avail.

  Business Response

  Date: 06/05/2025

  Dear *******,
  
  We apologize for the confusion with this store order. Upon careful review, we see that the order was not successfully placed, and you have not been charged for it. Any pending authorization created by the order attempt should be released within 1-7 business days, depending on your financial institution. 
  We truly apologize for the confusion and appreciate your understanding.
  
  Sincerely,
  Sephora Client Services
  
  

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******-********