Business Profile

Skin Care

Sephora

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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

957 total complaints in the last 3 years.
351 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:02/15/2025
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 am filing this complaint against Sephora regarding a fraudulent transaction involving $400 worth of Sephora gift cards that I purchased from CVS.On October 10th, 2024, I was scammed out of the funds and immediately contacted Sephoras customer service the same day to report the fraud. At that time, I was assured by Sephoras representative that the funds would be frozen and reimbursed to me. However, despite multiple follow-ups via phone and email, I have not received any resolution.Sephora has refused to return the funds to me and has even denied returning the money to ***, the vendor from whom I originally purchased the gift cards. This lack of accountability is unacceptable, especially since Sephora initially assured me that they would freeze the funds and issue a refund.I am seeking an immediate reimbursement of the $400 that was fraudulently used. I have made multiple attempts to resolve this matter directly with Sephora, but I have received no assistance. I urge Sephora to honor its commitment and return my funds promptly.
Business Response
Date: 02/19/2025
Dear ******,

We understand that you recently fell victim to a scam involving gift cards and we are sorry to hear about this. Please know that *** has been alerting consumers that gift card scams have been increasing in frequency, and we invite you to view their notice for more details:

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

In reviewing the Gift Card funds, it seems they have been fully redeemed. This can happen with gift card scams, where the scammers immediately use the cards, which doesn't allow us any recourse. Unfortunately, gift cards are like cash, and we are not able to take any further action.

We recommend reporting this to your financial institution as they may be able to assist you. If the gift card was purchased with a credit or debit card, the financial institution may offer fraud protection.

Sincerely,
Sephora ***************
Customer Answer
Date: 02/20/2025

Complaint: 22946192

Dear Sephora Client Services,
Thank you for your response. While I understand that gift card scams are increasingly common, I believe Sephora had ample opportunity to take action before the funds were fully redeemed.

1. Timely Notification & Precedent with *********
I notified Sephora promptly about the fraudulent activity, well within a reasonable timeframe that should have allowed for intervention. In a similar case with *************** I reported fraudulent transactions, and they were able to successfully freeze the funds and return them. Given that Sephora was notified even earlier than *********, I do not see why the same level of protection could not have been applied in this case.

2. Confirmed Website Transactions Missed Opportunity for *******************start="986" data-end="989">When I called Sephora ***************** I specifically requested transaction details and was informed that all the gift card redemptions were made via Sephoras website. This means that Sephora had full control over the platform where the fraudulent activity took place and could have taken steps to freeze or reverse the transactions before the funds were claimed.

3. Gift ***********************************************start="1416" data-end="1419">While Sephoras response compares gift cards to cash, they are fundamentally different in that they are digitally issued, trackable, and subject to internal controls. Sephora has full access to transaction logs, account activity, and timestamps, which could have been used to investigate and halt the unauthorized redemptions. The fact that all transactions were online further supports the argument that Sephora had the ability to intervene.

4. Industry Best Practices & ****************************start="1928" data-end="1931">Many reputable companies, including *********, take proactive measures to assist customers in fraud cases, particularly when they are alerted before funds are redeemed. As a valued customer, I expect ********************** to uphold similar standards and reconsider its stance, given the evidence and timeframe of my report.
I respectfully request that Sephora reassess the situation and take steps to recover the misused funds. At the very least, I ask for an official investigation or actions into the transactions associated with these gift cards.
Please escalate this matter to the appropriate department for further review. I appreciate your time and look forward to your prompt response.
Sincerely,
****** ********
Business Response
Date: 02/22/2025
Dear ******,

We again apologize for your frustrating gift card experience and any disappointment.

We value your feedback, and we will share it with the appropriate leaders. We encourage contacting your bank as they may be able to assist further.

Sincerely,
Client Services
Customer Answer
Date: 02/24/2025
Complaint: 22946192

Dear Sephora Client Services,

I am rejecting this response because Sephora has failed to take any meaningful action to investigate or resolve this case.
Your approach suggests that Sephora is content profiting from fraudulent transactions at the expense of loyal customers like myself rather than upholding ethical business practices.

Key Issues Sephora Has Not Addressed:
1. No Confirmation of Action Against the Scammer
Has Sephora identified and banned the scammers account? You have provided no indication that any effort was made to track, flag, or prevent this individual from continuing to exploit your platform.

This raises a serious concern that Sephora is enabling fraud by allowing bad actors to repeatedly use its website for scams.

2. Refusal to Cooperate in ****************************** directed me to resolve the dispute with the gift card vendor, yet Sephora refuses to engage in any recovery process.

CVS, the retailer where I purchased the gift cards, attempted to work with Sephora to retrieve the funds, just as they did successfully with Xbox a company I rarely do business with, yet one that clearly values ethical consumer protection more than Sephora does.

3. Sephora Had the Power to Stop This but Chose Not To
All fraudulent transactions occurred via Sephoras own website, meaning you had the ability to track, freeze, or reverse the transactions but refused to do so.

Other major retailers take swift action in similar cases, why has Sephora refused to do the same?

Final Request: Refund My Money

Given that I reported this fraud promptly and that Sephora had full control over the platform where the redemptions occurred, I demand a full refund of the stolen funds.

I will not stop pursuing this matter until Sephora takes responsibility and refunds my money. I urge you to escalate this complaint internally to someone who can take real action.
Sincerely,
****** ********
Initial Complaint
Date:02/13/2025
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.
Hello I had an issue with my order , they sent my order to the wrong city and now they do not want to be responsible for it . This is very unacceptable . The worker said my order was delivered to ********** when my order was supposed to go to ************* . This is unacceptable and they said my order was delivered but it was to the wrong place so how can they say they cant help me . This is not fair at all I I expect the business to be responsible for the wrong delivery of my order . How would I know if they didnt put a wrong tracking number on my order ? ************ Is my order number , 1Z849EW10374804942 is the tracking number
Business Response
Date: 02/15/2025
Dear *****,
We apologize for your recent experience, and that you did not receive your 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:02/12/2025
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 ordered make up and it was used and then requested a reship the item came late so I was compensated with a ***** credit I was not apprised that it would expire I went to use it and it was gone. Then the *** I sittd me and offered 50 Points on my account. I requested to speak to a supervisor and was instructed that only 10 would be placed back. The *** before her was rude and condescending.
Business Response
Date: 02/15/2025
Dear Brookelynne,
We apologize for your recent 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 Client Services
Customer Answer
Date: 02/15/2025

Complaint: 22934173

I am rejecting this response because: I never received an email on the issue

Sincerely,

Brookelynne ********
Business Response
Date: 02/19/2025
Dear Brookelynne,
We are sorry to learn you did not receive the email that we sent to you on 2/15/25 to assist with your concerns.
We can confirm it was sent to the email address listed when submitting your complaint. We have resent the email to you. Please check your junk or spam folders, in case the email was filed there in error.
Sincerely,
Sephora Client Services
Customer Answer
Date: 02/19/2025

Complaint: 22934173

I am rejecting this response because: the credit is not in my account

Sincerely,

Brookelynne ********
Business Response
Date: 02/21/2025
Dear Brookelynne,
We appreciate the opportunity to provide clarification.
To better assist you, we have sent an email to the address listed when submitting your complaint.
Sincerely,
Sephora Client Services
Initial Complaint
Date:02/12/2025
Type:Service or Repair 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.
Purchased a gift set Nov. 9, 2024. It came with a full size perfume bottle and a travel spray. I have been using the full size bottle just fine, but I am going on a trip soon and decided to open up the travel spray to pack. When I opened it, there seems to be some type of organism growing inside!! I immediately took a picture and contacted customer service. They refused to offer a replacement for me stating they have a strict, no exception policy. They also said "it seems to be an ingredient, sometimes this can happen with some fragrances." I told them I understand that but this product is obviously defective and seems it would be harmful/toxic to use. They wouldn't budge even though I sent the picture.
Business Response
Date: 02/13/2025
Dear Mariel,

We apologize for
your recent experience, and we appreciate you bringing this 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
Customer Answer
Date: 02/14/2025
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,

Mariel Z*****
Initial Complaint
Date:02/12/2025
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 have been having difficulty accessing my Sephora credit card account online now for several weeks. I spent too much time talking to customer service on 2/7/2025 and complying with the troubleshooting options they provided me. After none of this worked the representative told me they would be escalating my case to a manager and that I would receive a phone call from someone who could help me further. Five days later, I have received no phone call or any type of correspondence and I am still unable to access my Sephora credit card account online. This is both frustrating and disappointing as I would not expect this subpar treatment from such a highly reputable company.
Business Response
Date: 02/22/2025
Dear ********,

We are sorry to learn of the difficulty you have experienced with accessing your Sephora Credit Card account, and that you did not receive a call back.

To best assist you with your concerns, additional time and investigation is needed. Please reject this reply within the BBB portal, so we can respond again to your concerns once we have additional insight.

We take your feedback very seriously and hope to have an update for you soon. We thank you for your
patience.

Sincerely,
Sephora ***************
Customer Answer
Date: 02/23/2025

Complaint: 22930875

I am rejecting this response because:

Sincerely,

******** *****
Business Response
Date: 02/27/2025
Dear ********,
We again apologize for your frustrating experience with accessing your Sephora Credit Card account online.
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: 02/28/2025

Complaint: 22930875

I am rejecting this response because: received email and looking forward to a resolution in the near future.

Sincerely,

******** *****
Initial Complaint
Date:02/11/2025
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 received an egift card for Sephora in 2017 that was purchased directly on Sephora website. I tried using it online and on the app recently, but it would not work. I also verified that the cards never expire. I contacted Sephora customer service and talked to 4 different customer service representatives and was told there was nothing I could do! And, yes, one hung up on me despite being very kind. I was told it was cashed out to ******** after being purchased and they do not replace cards for any reason. Mine was for $75, had been in my ***** ****** since I received it, and I know it's never been used. It's completely unacceptable! I asked customer service what I should do next, and was not given a response.

I have viewed many similar complaints and have never read that anyone got it resolved. ***? BBB?
Business Response
Date: 02/12/2025
Dear Jennifer,

We are sorry to learn of this disappointing experience with your e-gift card. Can you please provide the e-gift card number so we can look into this further?

Sincerely,
Sephora Client Services
Customer Answer
Date: 02/17/2025

Complaint: ********

I am rejecting this response because:
I am still awaiting a resolution.
My gift card number is **** **** **** ****. I know there is an account in your system and that the balance is now $0, when it should have a $75 balance. I received it as an e-gift card from a friend in 2017. I do not find it appropriate by any means to contact this friend and have them file a claim with his/her financial institution seeking a refund, if even possible this many years later. Then, am I supposed to ask them to repurchase a gift card that may or may not work? That is not an acceptable solution. Yet, this is the response you will give me.....
Dear ******,

Thank you for the opportunity to address your additional concerns.
We regret that gift cards cannot be reissued or replaced if lost or stolen, as gift cards are the equivalent of cash. We apologize for any frustration this may cause. As mentioned, we recommend reaching out to the gift card purchasers financial institution to see if they can help.

Please know that we value your feedback, which will be shared with the appropriate leaders for their review and consideration.

Sincerely,
Sephora ***************

There has to be another possible solution for resolving issues with gift card purchases.

Sincerely,

Jennifer F*******
Business Response
Date: 02/20/2025
Dear Jennifer,
Thank you for your response and providing the eGift Card number. We apologize for
your 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 Client
Services
Initial Complaint
Date:02/11/2025
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.
I was scammed into purchasing $1750 in gift cards. When I contacted Sephora they said I couldn’t get a refund and then they went ahead and froze the cards. I had to have the ****** ****** ****** ********** send an email to unfreeze the cards and have been given the runaround for months.
Business Response
Date: 02/12/2025
Dear William,
We are sorry to learn you were the victim of a scam involving gift cards.
Please know that *** has been alerting consumers that gift card scams have been increasing in frequency, and we invite you to view their notice for more details: ***************************************************************************
Can you please provide a clear photo of the gift cards and the receipt, so we can look into this further?
Sincerely,
Sephora Client Services
Initial Complaint
Date:02/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
date 12/25/24
hi so I got a sephora gift card for the holidays it was supposed to have 25$ on it so i went to the sephora website to make sure that it had money on it so i did and i found out that there was no money on it and so i look at the back of the card and the black strip of the card was damage someone used the took the money off the card before i was able to used it i called the number on the back of the card and they told me even if someone stole the money of the card with out knowing there nothing we can do about it the lady on the phone check the history of the card and she told me that someone used the card the same day as the card was activet and i say to them well its was not us beacuse we were giving the card the on the 12/25/24 i keep calling everyday up untel today and i wanted them to do the right thing and replaced the gift card so i can used it i should not be penalze beacuse of some criminal i just wanted them like i say to replaced the gift card for me am puting the card number in the area for account order tracking number
Business Response
Date: 02/10/2025
Dear Matthew,
We are very sorry to learn of your experience with your gift card,
and that funds were not available on the gift card when you went to redeem it.

Gift cards can be tampered with by fraudsters at the retailers where they are
purchased, or through phishing websites and fake balance checks set up by
scammers. 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. Unfortunately, if the
gift card was purchased with cash, there is no solution.

We recommend checking in with the person who gifted you the card since we’re
showing the card has a zero balance.

We apologize for any inconvenience and hope this information clarifies.

Sincerely,

Sephora Client Services
Customer Answer
Date: 02/11/2025

Complaint: ********

I am rejecting this response because:

Sincerely,

Matthew C******
i would like a new gift card or you will be seeing me in court
Business Response
Date: 02/13/2025
Dear
Matthew,
Thank
you for the opportunity to address your additional concerns.

We
regret that gift cards cannot be reissued or replaced if lost or stolen, as
gift cards are the equivalent of cash. We apologize for any frustration this
may cause.
Please
know that we value your feedback, which will be shared with the appropriate
leaders for their review and consideration.
Sincerely,
Sephora
Client Services

Customer Answer
Date: 02/13/2025

Complaint: ********

I am rejecting this response because:you guys can’t give me a bad gift card not replace it it’s I will be seeing you in court and I will win and my lawyer will contact your company if you don’t replace the gift card do the right thing and you guys can see on the gift card history that it’s was used the same day as it was activated.

Sincerely,

Matthew C******
Initial Complaint
Date:02/07/2025
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.
This has been a very disappointing shopping experience. I did not receive my package, yet the seller refused a refund without any investigation. I cannot accept this outcome. I request a refund and a replacement, including a birthday gift.
Business Response
Date: 02/08/2025
Dear ***,

We are sorry to learn you have had an issue with your order, 712720004445.

Your package, sent through ********, was confirmed as delivered on January 29, 2025,at 9:59 am, via photo. The order was delivered to the Priority Check-In counter at the shipping address you provided. Because of this, we are unable to offer a reshipment or refund for your order. We apologize for any disappointment this may cause.

To avoid issues going forward, we encourage you to check out your local Sephora for in store shopping, as well as try our buy online and pick up in store option. For your convenience we have listed a link to our store locator below:

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

Thank you for allowing us the opportunity to address your concerns.

Sincerely,
Sephora ***************
Customer Answer
Date: 02/08/2025

Complaint: 22912785

I am rejecting this response because:I am writing to formally dispute your decision regarding my order. While you claim the package was delivered to the ??riority Check-In? counter, I never personally received it, nor was I informed of its arrival. A delivery is only considered successful when the intended recipient receives the package??ot when it is left at a general location without confirmation.

As the seller, you are responsible for ensuring the package reaches the correct recipient. Simply providing a delivery confirmation photo of an unattended package does not prove that I received it. If the package was misplaced, lost, or taken by someone else, that is a delivery failure, and I should not bear the financial loss for this mistake.

Under consumer protection laws and fair business practices, customers should not be charged for goods they did not receive. Given the circumstances, I formally request a full refund for this order. If this issue is not resolved promptly, I will escalate this matter through my payment provider and consumer protection channels.

Please confirm how you will proceed with my refund request. I expect a resolution as soon as possible.

Sincerely,

*** ***
Business Response
Date: 02/15/2025
Dear Jue,
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:02/06/2025
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 am writing to formally express my deep dissatisfaction regarding the recent deletion of over 12,000 Beauty Insider points from my account without any prior notice or warning. As a loyal Sephora customer, I find this action extremely disappointing, especially considering the time, effort, and money I have invested to accumulate these points through continuous purchases.

Furthermore, I am frustrated that my overseas purchases are not being recognized or counted towards my Sephora account. This disregard for international transactions diminishes the value of being a loyal customer, especially for those of us who frequently shop both domestically and abroad.

I have always appreciated Sephora’s products and services, but this experience has left me feeling undervalued as a customer. I respectfully request:

1. A full reinstatement of my 12,000+ Beauty Insider points, as they were removed without any prior communication.

2. Clarification on Sephora’s policy regarding overseas purchases and why these transactions are excluded from my account.

3. A commitment to better communication with loyal customers regarding account changes or policy updates that directly affect us.

I hope Sephora will address this issue promptly and restore my confidence in your brand. I look forward to your swift response and a satisfactory resolution.

Sincerely,
X*
Business Response
Date: 02/08/2025
Dear Shuo,

We are
sorry to learn that your Beauty Insider points have expired, and we appreciate
your feedback.

Per the
Sephora Beauty Insider Terms and Conditions, all unredeemed Beauty Insider
Points will expire when a program member has not engaged in Beauty Insider
Point activity associated with that membership account (through purchase or
redemption) for 12 months or more.

Please note
that the Beauty Insider program is offered by Sephora USA to its customers in
the U.S. and Canada.

More
information on Sephora's Beauty Insider program and the Beauty Insider Points
expiration policy can be found here:

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

We
apologize for any disappointment, and we hope this clarifies.

Sincerely,
Sephora
Client Services
Customer Answer
Date: 02/10/2025

Complaint: ********

I am rejecting this response because: Sephora should have an alarm system running so the customers have the option to make the purchase or redemption before the expiration. I am kindly asking that Sephora start doing this and make an exception for my case this time.

Sincerely,

Shuo X*
Business Response
Date: 02/12/2025
Dear Shuo,
We appreciate your feedback. Thank you for allowing us the opportunity to provide additional clarification.
After review, we see points were reinstated on your account in 2023, and the Beauty Insider Point expiration policy was shared with you. We are unable to reinstate points in this instance, and we apologize for any disappointment.
Sincerely,
Sephora Client Services
Customer Answer
Date: 02/13/2025

Complaint: ********

I am rejecting this response because: Sephora did not tell me the purchases I’d make outside of the U.S. would not be counted towards my Beauty Insider account, which I have been using for over a decade after spending over $10K.
Sephora is an internationally-known brand, your customers like me choose to find beauty products from your boutique while traveling around the world. This is trust, this is loyalty. Are you really turning a true follower away for these points? I am not fighting for the points, it means nothing honestly. I fight for the time and joy I used to spend and enjoy in Sephora.
It hurts, for real.

Sincerely,

Shuo X*

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