Business Profile

Skin Care

Sephora

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB’s business profile for Sephora was created in February 2000. A review of complaints was completed in November 2024. Consumers with issues related to their order are urged to review the following links.

Order Status & History & Sephora Customer Service.

Complaints

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

Customer Complaints Summary

961 total complaints in the last 3 years.
350 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/01/2025
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.
I placed the same-day delivery order for items directly to my apartment, but never received them. I tried reaching out to customer service, but was unableto reach anyone so I drove to the store to try to speak to someone there. The associates at the store told me that I had speak to a customer service *** online so I had to wait until that option was available. I spoke to the ***resentative online. Explain that I had reached out to the driver when I that the package had not been delivered to see what I can do about it. I was told that since the package was marked as delivered ontheir end, there was nothing that they could do. I reviewed camera footage as well as went down to the leasing lobby to ask them to review camera footage, and the driver can be seen walking out with what appears to be my bag confirming that they didnt deliver it but instead acted like they did and took my products
Business Response
Date: 07/02/2025
Dear Scherelle,

We apologize for
your recent experience with your Same-Day Delivery order.

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: 07/02/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23541910, and find that this resolution is satisfactory to me.

Sincerely,

Scherelle Westbrook
Initial Complaint
Date:06/27/2025
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.
I placed an order online totalling of $119.10 with sephora and applied a points reward resulting in a $100 discount . I paid $19.10 plus taxes out of pocket. Now today I tried to return one of the products that is valued at $11.10 plus taxes. Sephora is only issuing a refund of $2 for the item. Their return policy states that anything with the points reward discount is non-refundable. But since the product was paid for fully outside of the $100 reward, it should be refundable. They declined my full refund because they sneakily applied the reward discount as a percentage to all products within the order, even if the product was fully paid for out of pocket. Meaning any item within this order would not be eligible for a full refund. This sneaky practice is not shown on my order statement, it is only available to see on their system. On my end, I only see the discount applied as a lump sum. There is no transparency. I feel that as I paid fully for this product, I should be eligible for a full refund. Their customer service agent was extremely unhelpful and ended the conversation abruptly. I believe I should have my rights protected as a spending consumer.
Business Response
Date: 06/30/2025
Dear *******,

We apologize for the inconvenience you experienced with your recent Sephora order and for the service you received from our *************** Team.

For orders where a Rouge Reward is used, the $100 discount is distributed among all items in the order. As the reward was applied to the item you wish to return, regretfully, it is not eligible for a full refund.

For more information regarding our Beauty Insider Terms and Conditions, you may visit:

***********************************************************************

Please be assured that we have shared your feedback with the appropriate leaders to ensure that improvements in our service are made.

Sincerely,
Sephora ***************
Initial Complaint
Date:06/26/2025
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.
My family had ordered a gift card as a gift for me DIRECTLY from Sephora. I have the tracking number listed below. I tried to use it on my BIRTHDAY. In their parking lot I opened the gift card and scratched the numbers of and even checked the amount on the Sephora website as I was there. I tried to use it to buy a $52 grab bag and get my free birthday gift that they give you. The card machine wasnt working and saying my transaction wasnt going through, then when it finally did it said I had $9.48 and I told the girl this was a brand new gift card. We tried again and then it said I had $0 on my gift card. The employee and girl who was helping her said I got scammed and probably bought it from a fake website, WHEN IT WAS BOUGHT DIRECTLY FROM SEPHORA. I did not get scammed by anyone besides Sephora. Whether its an issue with the card or an issue with what the worker did with my card, as I suspected, its not my fault. I should not have to bite the bullet and have my birthday ruined because of their mistake and lack of customer service. They were rude, treated me like I was dumb and got scammed, and acted like there was nothing they could do. I left the store extremely upset with my gift card now saying it has $0, when I walked in with $50. There is no logical explanation and the store is not willing to help at all. When I had called them on the same day to check their gift card transactions, they hung up on me twice. It is important to note that when I called sephora customer help, they said the transaction was around $54 (I cant remember exactly) but it adds up perfectly with what I did TRY to buy and couldnt because of these issues.
Business Response
Date: 06/27/2025
Dear Ariella,

We apologize for
your recent experience with your gift card.

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:06/22/2025
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 placed an online order with Sephora Canada Order #************ valued at $440. The package was marked as "delivered" by the courier. However, I never received it.I immediately checked with the reception desk in my building and surrounding unitsno package was received. I contacted the courier for proof of delivery, and the only information they could provide was a photo showing the exterior of my building. No photo of the package at my door, no signature, no GPS confirmation was provided.Despite multiple attempts to resolve the issue, Sephora Canada refused to offer a refund stating that their system shows it as delivered. I explained that I never received the order, and the delivery proof is inadequate and unverifiable. I have all correspondence documented.This is a high-value order, and I believe the companys handling of the situation is both unprofessional and unfair. I am requesting a full refund or a reshipment of my order, as I did not receive the goods I paid for.Desired Resolution:A full refund of my order.
Business Response
Date: 06/24/2025
Dear Hassan,

We apologize that you have not been able to locate this order.

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:06/17/2025
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:06/17/2025
Type:Delivery 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 tried to return my order, i went through some issues were i couldnt do it between timeframe but when i was able to go i was 2 days pass the return policy timeframe and they wouldnt do an exception or tried to work with me
Business Response
Date: 06/17/2025
Dear Katya,

Thank
you for the opportunity to address your concerns.

We are sorry to learn that these items did not meet your needs and for any
frustration this situation has caused.

We can confirm that these products were purchased on 4/7/2025, and you
contacted us to return them on 6/17/25. At
the time your order was placed, our return policy stated that new or gently
used items are eligible for a full refund within 30 days of purchase and online
credit within 31 and 60 days of purchase. As more than 60 days have passed
since the date of purchase, these items are no longer eligible for return.
You can view our current return policy here: www.sephora.com/beauty/returns-exchanges

Please be assured that your feedback regarding your experience will be shared
with the appropriate leaders as part of our continuous improvement efforts.

Sincerely,
Sephora
Client Services

Customer Answer
Date: 06/22/2025

Complaint: 23480173

I am rejecting this response because:
time If purchase and time of receiving package it’s different, something that is not specific in returns policy I also had someone try to return this on May 17 at the store and was denied help because it was an online order, requested barcode on June 2 but had a personal problem and could take them back. I’m sure an exception can be made

Sincerely,

Katya Gonzalez
Business Response
Date: 06/23/2025
Dear Katya,

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:06/13/2025
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:06/10/2025
Type:Delivery 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 am writing to express my deep dissatisfaction with the handling of my recent order (Order Number:719900023929 placed on April 14th.I contacted Sephoras customer service multiple times to resolve the issue, but they have failed to provide any meaningful assistance or resolution. They eventually advised me to contact my bank to file a dispute regarding the transaction. While the bank asks me to contact the merchant to solve the problem.Given that the goods were never delivered, I am requesting a full chargeback for this purchase.
Business Response
Date: 06/11/2025
Dear Haijing,

We again apologize
for the issue with your order, 719900023929.

We can confirm that
the dispute with your financial institution is still showing as pending on our
side. Once your financial institution has settled the dispute, we welcome you
to let us know.

In the meantime, we
welcome you to shop in store. For your convenience, we have included a link to
our store locator below.

https://www.sephora.com/happening/stores/sephora-near-me

Sincerely,
Sephora Client
Services
Customer Answer
Date: 06/11/2025

Complaint: 23449587

I am rejecting this response because:

Dear Sephora Customer Service,

I am writing to formally complain about a serious issue with my recent order. I have not received the package, yet I have been charged for it. This is completely unacceptable.

I have contacted both your customer service and my bank multiple times regarding this matter. However, your team and the bank have been constantly shifting responsibility to each other, with no one providing a real solution.

Today, I contacted my bank again, and they confirmed that the dispute has been closed and that I need to resolve this matter directly with Sephora. Therefore, I am requesting that Sephora issue a full refund immediately. I should not be charged for something I never received.

I hope Sephora will handle this issue with the responsibility and urgency it requires.

Sincerely,
Haijing Zhang
Business Response
Date: 06/18/2025
Dear Haijing,

Thank you for your
patience while we researched this further for you.

After careful
review, we have received confirmation from our internal partners that the chargeback for your order, 719900023929, was closed in your favor. We again encourage you to contact your
financial institution if you have any additional questions or concerns.

Sincerely,
Sephora Client
Services
Customer Answer
Date: 06/18/2025

Complaint: 23449587

I am rejecting this response because:

I have confirmed with my bank again, and they said the dispute was closed on your favor. I paid $949.46, but according to the bank, you only refunded $30.51.
However, based on my previous conversation with your customer service, this $30.51 refund was for another order that was never shipped.
This result is completely unacceptable. Please resolve this issue immediately and refund the amount I paid.

Sincerely,

Haijing Zhang

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Sephora is NOT a BBB Accredited Business.