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.
355 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:02/06/2025
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*
Initial Complaint
Date:02/05/2025
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 bought a Sephora gift card this morning and sent it to a relative within 20 minutes. She said it had a $0.00 balance. I had just put $100.00 on It and nobody saw the card but myself. The Dollar General store called them and they told her that there were 3 small charges on the card . It was not my relative. So what did they do with my money I was sending to my relative? They will not make it good. They must have someone in the company stealing from people in this way. I just want to have the money put back so it can be redeemed!
Business Response
Date: 02/06/2025
Dear *******,
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 encourage contacting your bank about the missing funds. We apologize for any inconvenience and hope this information clarifies.
Sincerely,
Sephora Client Services
Customer Answer
Date: 02/07/2025

Complaint: 22904056

I am rejecting this response because:
From: ******* ******* <******************************>
Sent: Friday, February 7, 2025 9:48 AM

I bought the card and it had not been ******** with. I pulled it from the package and I scratched off the tap to see the numbers and sent it in less than 20 minutes from purchase time. No one saw the numbers but me and the company. They stole the money off the card in 3 small amounts leaving a $0.00 balance. So I want the company to put my $100.00 back on my card so my family member can redeem it. Thats stealing from customers.

Sincerely,

******* *******
Business Response
Date: 02/08/2025
Dear *******,
We again apologize for your frustrating experience with your gift card.
We recommend contacting your bank about the missing funds, as they may be able to assist you.
We hope this information better clarifies.
Sincerely,
Sephora Client Services
Customer Answer
Date: 02/10/2025

Complaint: 22904056

I am rejecting this response because:

Sincerely,

******* *******
Initial Complaint
Date:02/04/2025
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.
******** ***** *********************************************** February 4th 2025 Better Business Bureau Subject: Formal Complaint Against Sephora Missing *************** to Refund Dear BBB Representative,I am filing a formal complaint against Sephora regarding an order I placed that was incomplete and has not been properly resolved despite my repeated attempts to work with their customer service.Issue Summary:I placed an order with Sephora for multiple beauty products, but several items were missing from my package.Upon contacting customer service, I was told that there was an error with their system, and they were unable to locate my order.I provided all necessary order details and proof of purchase multiple times.Despite acknowledging that there was a system issue on their end, Sephora refuses to refund me or send my missing items.Their response has been unhelpful, dismissive, and unprofessional, essentially telling me they will not assist further.Attempts to Resolve the Issue:I have been communicating with Sephora for over two weeks via email, trying to get my issue resolved. They have continuously delayed, requested information I already provided, and ultimately refused to take responsibility for their mistake.I have copies of all communications, including:Proof of purchase Emails from Sephora acknowledging system errors Their final response refusing to help Requested Resolution:A full refund for the missing items OR the missing products to be shipped to me immediately.A formal acknowledgment from Sephora that they mishandled my ******* a consumer on a fixed income, I cannot afford to lose money due to Sephoras negligence. I believe their handling of this situation is unethical and unacceptable. I kindly request the BBBs assistance in resolving this matter.Thank you for your time and consideration. I look forward to your response.Sincerely,******** *****
Business Response
Date: 02/05/2025
Dear ********,
We apologize for the confusion with your order. Upon reviewing your correspondence with us, we arent able to locate an order with the items you list, nor any charges associated with them. We do see some of these items are currently in your online shopping basket.
If you have placed an order outside of your account, you are welcome to reject this response to provide the order number, so that we may look into this further.
We hope this has helped to clarify and apologize for any disappointment this situation has caused.
Sincerely,
Sephora ***************
Customer Answer
Date: 02/06/2025

Complaint: 22899360

I am rejecting this response because:

Sincerely,

******** *****
Initial Complaint
Date:02/03/2025
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.
On Friday January 31my son purchased a few fragrances from this store. Our purchase was total of $480. My son wanted to buy gifts for me (his mom) for his dad, and his siter with his own money that he got from this grandparents over holydays, so he was very excided about those perfumes. Upon arriving home we started opening our purchases, my son is really into fragrances and after he opened his out plastic wrapping and packaging he immediately realized that there was something wrong. He inspected the item and compared it to how it looks on ******, and the bottle did not look the way it should. So we decided to exchange the item. On February 2nd we went to the store with the intention to exchange the item. My son told them at the customer service that this bottle looked suspicions to him. They inspected the bottle, took it to the backroom to review the surveillance and informed us the the item is fake, and that it was sold to us in the original wrapping, and that they can not help us. Because it was wrapped up in plastic at the time of sale and we brought it back unwrapped they can not exchange. The person I talked to refused to work with us, refused return, exchange partial return or a discount. When I asked for manager she said that she was the highest authority at the store. To all me questions and arguments her response was " There is nothing we can do for you". Basically saying that we are trying to return a fake item to them, when it was this store who sold as a $125 fake perfume. My son came home crying and in distress. So now we are stuck with fake item that was sold to us by the store, we were the once who are being scammed. The store refuses responsibility, and we lost our money. Manager was unbelievably rude and unwilling to do anything for us. Such major brand and is not wiling to be fair to their customers is absolutely amazing. No customer appreciation whatsoever. Store #*** , manager name or the person we talked to *****.
Business Response
Date: 02/04/2025
Dear *******,
We apologize for this 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: 02/06/2025
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.
Please mail my replacement item to the following address : **********************************
Sincerely,

******* Kutsa
Initial Complaint
Date:01/31/2025
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.
I had received a $50 gift card from a friend to use at Sephora. The gift card clearly states it can be redeemed online or in store. I attempted to use online but it wouldnt accept it telling me the card is missing a few digits. I contacted customer service who told me I need to go in store for them to use the barcode instead. In store, they told me they couldnt do anything and to call customer service. I was consistently being given the run around. I contacted customer service again to explain the situation. The representative was rude and unprofessional and claimed there is nothing that can be done, even if the gift card was printed wrong. I even have the receipt from my friend showing when she bought it and the $50 the card has. It appears that they are gaining money from creating giftcards that are not able to be used as additional revenue.
Customer Answer
Date: 01/31/2025
Name: ****** *****
Business Response
Date: 02/01/2025
Dear ******,
We are sorry to learn of your frustrating gift card experience.
Can you please provide a photo of the gift card, and the gift card receipt, so we can look into this further?
Sincerely,
Sephora Client Services
Customer Answer
Date: 02/01/2025

Complaint: 22881236

I am rejecting this response because:
I need to ensure there will be a solution. I am having a hard time finding the receipt now as Ive taken it with me to various Sephoras trying to get this resolved. I have included the gift card for your reference.

Sincerely,

****** *****
Business Response
Date: 02/05/2025
Dear ******,
Thank you for your response and providing the requested information.

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: 02/09/2025
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,

****** *****
Initial Complaint
Date:01/30/2025
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.
On dec.3 i made an online purchase for cyber week specials. After I made purchase, cyber week prices not reflected. After purchasing, I immediately called customer service upon opening and was told there was no sale on items, they couldn't fix. Spoke with multiple agents. Last supervisor did in fact say it was glitch and promised to remedy prices and refund amount to my card. Prices were never remedied. I ultimately returned. One of items was returned few days after 30 day **** bc it was a gift to daughter who purchased elsewhere resulting in receiving store credit instead of cash back. I attempted to make purchase for online only available items, and found out the store merchandise credit not usable online. I was never told this upon receiving credit. I am unable to use a credit, for money I spent at store for items which i was initially overcharged. I have spent HOURS trying to fix the overcharge and now unable to purchase using their store merchandise credit. I can't buy these items in the stores.
Business Response
Date: 01/31/2025
Dear *****,
We apologize for your experience during our Cyber Week promotion, and for any disappointment with the return policy.

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:01/28/2025
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.
11/17/2024 An order has been made ************ In the amount of 592,09$
This store conducts fraudulent activities! Not only did they send the order with a delay, but it also turned out to be someone else's! I filmed all the unpacking and took a photo, they sent me an empty order! I called them and they assured me that the holiday period was full of loading, apologized and said that I could take the order to any of their stores and my money would be refunded without any problems! As a result, I went around 3 stores! They sent me to each other like a mockery! As a result, 3 stores said that they do not make a refund or replacement if the order amount exceeds $500! Do you even understand that?!?! I'm not! And it doesn't matter if they sent another product or even send you an empty box, it's their policy! I swear they told me that! I still can't believe it! I have a strong feeling that they will see that I am a foreigner without knowledge of English, I use a translator, they just laughed at me! This is discrimination! And humiliation! I stood like a fool with this landing in the store and looked at their mocking looks! I was told that it's different in America! But unfortunately, I saw how it could be! I just demand that at least someone influence them and they return all the money to me and We apologized! Thank you in advance!
Business Response
Date: 02/02/2025
Dear Raisa
We apologize that you received the incorrect 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: 02/02/2025
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Initial Complaint
Date:01/28/2025
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.
Package was lost, it was marked as delivered but never reached me. I reached out to Sephora and they said theyre unable to reship item or refund the money due to other instances where I reported my package missing. I reached out to the shipping company that delivered and they came to the conclusion they couldnt locate the package. Basically siding with me about my package being lost but Sephora refuses to do anything.
Business Response
Date: 01/30/2025
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 Client Services
Initial Complaint
Date:01/28/2025
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 placed an order on Sephora.com for a perfume and a cologne on Dec 13, 2024. The cologne had a redeemable coupon making it free. The perfume was $135, I received a coupon from the website's promotion they were running and I used a $100 gift card I was gifted for my birthday making the remainder paid on my debit card $15.56. Once my order was placed I received an email conformation of the order. Once receiving confirmation I threw away my gift card as the amount it was worth had all be used up. On Dec 17, 2024 I received an email that the Prada perfume was out of stock so that portion of the order was cancelled. I had already thrown away the gift card that I used for the order and I had no way of getting that card back. I reached out to Sephora support explaining the situation and asking for $100 store credit as my gift card was never used. They said they could not help me without having the gift card's number which my order did not save and I no longer had as I threw away the gift card. I am looking for help on resolving this problem. I would never have thrown away my gift card if I knew my order was not going to process. I hope I can be helped, thank you!
Business Response
Date: 01/29/2025
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 Client Services
Initial Complaint
Date:01/28/2025
Type:Billing 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 made a purchase at Sephora using ******, which charged my account immediately. However, when I picked up my order, my card was charged again. I contacted ******, and they directed me to Sephora, who then sent me back to ******. ****** identified the second charge as just an additional card authorization. Despite resolving this with ****** while on a call with Sephora, Sephora's system mistakenly thought I had issued a chargeback. A Sephora customer service representative then informed me that I must pay $104.56 or face a ban. They also stated that my account would be locked for 30 days, but even after 31 days, I still cannot access my account. I've made numerous calls and spent hours trying to resolve this. On the 31st day, I tried placing another order, but it was cancelled, and I was told that customer service needed to contact finance again. I need this issue resolved immediately and expect compensation for the inconvenience caused over the last month.
Business Response
Date: 01/29/2025
Dear ****,
We are sorry to learn of your recent experience.
In review of your account and the order, we see the chargeback has now been resolved, and you should be able to place orders successfully.

We again apologize for the inconvenience, and we thank you for allowing us the opportunity to address your concerns.

Sincerely,
Sephora Client Services
Customer Answer
Date: 01/30/2025

Complaint: 22867666

I am rejecting this response because:

I just placed an order and it was canceled AGAIN! Now I'm losing out on using my points for a $100 gift card. I'm also going to lose using a $20 credit. This should NOT be happening. There are endless notes in my account stating exactly what happened. Why are you telling me my account is fine when it continues to cancel my orders. This has been a horrific experience and long time Rouge customers deserve better customer service that what I've been dealing with the last month! FIX THIS!!!!!!!!!!!!!!!!!!!!!!!

Sincerely,

**** *******
Business Response
Date: 01/31/2025
Dear ****,
We apologize for your 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 Client Services

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Sephora is NOT a BBB Accredited Business.