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:01/27/2025
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 was gifted a gift card for my birthday. I went to finally use it and when I scratched off the back to check my balance (because I had heard that Sephora is having a large amount of gift card scams) it had zero amount. I called the number listed to report this and get the transaction history. Their customer service representative told me that the gift card was used for an online order prior to the date that the gift card was even given to me. They refused to give me any information regarding who or where the items were sent to. They also told me they do not take personal responsibility for gift card scams. Upon looking online, there are hundreds of online forums, including the forum on their own app, discussing this widespread issue. I even called the store the gift card was purchased at to see if I could escalate the issue to their loss prevention team and they told me the same thing; that they dont consider themselves responsible for gift card theft. When asked if Sephora is doing anything to resolve this issue, the manager of the store says that corporate Sephora has not issued any changes to protect consumers, and they have only provided stores with a very strict script on how to respond to these complaints. This is a very unethical business practice. I had another gift card get scammed from other company recently and the company was more than happy to resolve the issue internally, but it seems as though Sephora would rather wipe their hands clean of the rampant gift card scam issue theyre dealing with because theyre still getting money from the scam. Its disappointing and led me to decide to stop using their business as well as inform others to avoid them as well. Ive included a photo with timestamp to show my gift card had not even been scratched off for use until today (taken because I feared this would happen). Ive also included my last online order to prove I did not purchase anything online from them on the date that the gift card was used.
Business Response
Date: 01/29/2025
Dear ******,

We are very sorry to learn of your experience with your gift card and funds were not available on the gift card when you went to redeem it.

Sometimes gift cards have been tampered with by fraudsters in the retailers in which they are purchased, like pharmacies and supermarkets, and the balances are used up or routed to other gift cards as part of a financial scam. This fraud is an issue impacting all retailers, and we are working diligently along with our gift card vendors and retailers to try and combat these scams as much as possible.

Currently, going through financial institutions for restitution is the best option for victims of this fraud, as fraud protection is often offered.

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

We apologize for any inconvenience and hope this information clarifies.

Sincerely,

Sephora Client Services
Customer Answer
Date: 01/29/2025

Complaint: 22864994

I am rejecting this response because:
This response shows poor support for consumers who regularly use your products by putting the responsibility on consumers to resolve the fraud, rather than working to address the current fraud issue that the company is facing. This response does not address how or when Sephora is going to address the ongoing fraud issue with their gift cards, so it reads as an empty promise. Additionally, telling consumers to just take it up with their financial institutions is in poor taste. Many people are gifted these gift cards by people who they may not have a close relationship with, or by family that does not have easy access to their financial banking information, putting a great amount of responsibility on the consumer and their network to resolve the issue so that Sephora does not have to. Again, I have dealt with this issue of gift card fraud with another large company, who had no problem re-issuing a secure gift card rather than making me contact the gift card giver to take on the responsibility of getting the money returned. Its a shame that Sephora chooses to double down on this blanket response and has led me to completely switch to Ulta for my make-up needs.

Sincerely,

****** *******
Business Response
Date: 02/02/2025
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 ***************
Initial Complaint
Date:01/26/2025
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.
At Sephora, there seems to be an ongoing issue with how the samples/Offers are displayed.On 1/27/25, I noticed an offer for *** **** Lost Cherry perfume- the image is showing the 4 mL size. But when added to the Cart, the size is only 2 mL. This kind of false advertising is inappropriate and misleading. That is a 100% difference in amount for the Offer. This has been an ongoing issue with Sephora advertising, as this seems like a bait and switch to get customers to make a purchase in order to qualify for the Offer, only to get half of the amount that is shown, or promised, in the picture. This needs to be investigated and resolved as this issue has outstanding financial consequences on Sephora customers. Thank you.
Business Response
Date: 01/29/2025
Dear *******,
Thank you for bringing this to our attention. We are sorry to learn that this image may have been incorrect, and we have shared your concerns with our site teams in effort to prevent these issues in the future.
If you placed an order for this item, or if any of your other items had this issue, please reply with the order number, so we can look into it further for you.
We value your feedback, and we appreciate you sharing this with us.
Sincerely,
Sephora Client Services
Initial Complaint
Date:01/25/2025
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.
Subject: Outrage Over Sephora’s Unjust Policies and Theft of My Reward Points

I am writing to express my extreme ***** and frustration with Sephora’s appalling and unethical business practices. I have been a loyal Sephora customer for many, many years. Over that time, I accumulated a significant number of points through purchases, carefully saving them to redeem for meaningful gifts and rewards. This was my understanding of the loyalty program—a program that Sephora advertised as a benefit for its customers.

However, just a few weeks ago, I discovered that Sephora arbitrarily decided to steal all my points without notice or justification. These points were not simply “perks”; they represented years of purchases and loyalty to their brand. Sephora’s policies have effectively erased any appreciation for its customers and invalidated their trust.

I find it completely unacceptable that a company of Sephora’s size and reputation would implement such underhanded policies to punish customers for their loyalty. At no point was I clearly warned that my points were in jeopardy, and there was absolutely no opportunity provided to redeem them before they were stolen.

This is not only an outrageous policy but also a betrayal of customer trust. Companies that engage in such practices should be held accountable for their lack of transparency and the harm caused to their customers. I am demanding that Sephora return my points immediately and that they stop this disgraceful treatment of their loyal patrons.

I urge the Better Business Bureau to investigate this matter thoroughly and take action against Sephora’s deceptive practices. Their behavior is unethical, unfair, and deeply disappointing. I expect a prompt response and resolution.
Business Response
Date: 01/27/2025
Dear Candace,
We are sorry to hear you had an issue with your points.

We can confirm that your 2450 Beauty Insider points expired on 01/01/25. Please
know, per our Beauty Insider Terms and Conditions, if a client has not made a
purchase under their Beauty Insider account, nor redeemed their complimentary
birthday gift in the last 12 months or longer, any accumulated points may
expire. We see that the last purchase made was in 2023.

If you would like to learn more about our Beauty Insider terms and conditions,
please use the link provided below.

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

If you have shopped with us in the last year, and it was not recorded properly
on your account, you are welcome to reject this response to provide details of
the purchase, as well as a photo attachment of your receipt, 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 Client Services
Customer Answer
Date: 01/27/2025

Complaint: ********

I am rejecting this response because Sephora unjustly removed all of my points, despite my spending thousands of dollars at their stores. This is an entirely unacceptable business practice.

Sincerely,

Candace L*****
Business Response
Date: 01/29/2025
Dear Candace

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 Client Services
Customer Answer
Date: 01/29/2025
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,

Candace L*****
Initial Complaint
Date:01/25/2025
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 order ************ for a hair straightener and a perfume. When I received my package, I was sent something completely different. I was told to return the wrong item to receive a refund and was sent a return label. I decided to take the return to my local store instead. The girl in the store took the wrong product from me and called customer service who processed my refund over the phone. I was never given any sort of receipt, but was assured my refund was processed. When I got home, I had an email saying only the hair straightener was refunded when I never received that or the perfume. I tried to contact customer service via chat and they told me I would have to go back to the store for assistance. I'm not driving 30 minutes out of my way a second time to have YOUR mistake fixed. You should have plenty of notes from me contacting customer service for assistance and be able to see what the issue originally was. I just need the full order refunded including the perfume I did not receive. I have already returned the wrong product in store.
Business Response
Date: 01/29/2025
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 Client Services
Initial Complaint
Date:01/25/2025
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.
Sephora ***************** I am writing to bring to your attention a serious issue involving unauthorized tipping at your ***************** location in *********, ******, on December 30 and December 31, 2024. I had my makeup done on both daysfirst for the ***** ******* concert and then for New Years Eve. I tipped both makeup artists in cash ($12 on December 30 and another cash tip on December 31). However, I discovered that an additional $10 tip was added to my Sephora credit card without my consent. This is extremely unethical and unacceptable. Tipping should never be imposed or manipulated by employees, especially when a cash tip has already been provided. I firmly believe this issue warrants investigation, as unauthorized tips not only breach customer trust but also reflect poorly on your companys integrity. I was also charged for two pairs of lashers although only one pair was applied to my face. Thats weird I request an immediate refund of the $10 tip added to my credit card without my approval. I also urge Sephora to review its tipping policies and implement necessary training for staff to prevent this from happening to other customers. Security cameras at the store can verify my cash tips during my appointments, and I expect this issue to be resolved expeditiously. Thank you for your attention to this matter. I look forward to your swift response.
Business Response
Date: 01/29/2025
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 ***************
Initial Complaint
Date:01/23/2025
Type:Customer Service 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 # ***********
Date: 12/06/2023
Tracking # ******************

I am writing to file a complaint against Sephora for selling defective merchandise and subsequently taking retaliatory action against a customer.

On 12/06/2023 I purchased an item from Sephora**** that was listed as “Final Sale: No returns or exchanges”. Upon receiving the item, I noticed that it was hazardous/rancid. Online customer reviews expressed similar experiences to mine.

I visited a Sephora store where a store manager tried to assist in returning the item but was unable to due to the “final sale” restriction. I contacted Sephora**** explaining I had received defective merchandise. They declined to assist.

This is very concerning because it suggests Sephora may be knowingly selling defective merchandise and relying on a “final sale” label to avoid responsibility. This violates the ******* ***** ********** ****

Unable to resolve this issue through Sephora directly, I contacted my bank who reversed the charge after an investigation. As a result, Sephora appears to have retaliated against me by banning my account (Sept. 2024) from making online purchases.

I believe this conduct is unethical for the following reasons:
    1.    Defective Merchandise: Retailers have a responsibility to ensure the products they sell are safe and free from known defects, regardless of whether they are “final sale.”
    2.    Deceptive Practices: If Sephora knowingly sold an item with a widely reported defect and labeled it “final sale,” customers are being misled about the quality/safety of what they are purchasing.

I respectfully request the BBB's assistance in resolving this issue. Sephora should:
    •    Re-enable online purchasing capabilities for my Sephora**** account
    •    Acknowledge item was sold in defective condition.
    •    Cease selling known defective inventory labeled as “final sale”

I appreciate your prompt attention to this matter and look forward to a fair resolution.

Sincerely,

L
Customer Answer
Date: 01/24/2025
Full name: Sola L*******

Business Response
Date: 01/28/2025
Dear Sola,
We apologize for
your order experience, and we appreciate you sharing this with us.

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:01/22/2025
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.
Driver couldn’t deliver the order yesterday after waiting all day he returned to the store now it says the order is delivered I had to re order yesterday and now this also after wasting hours yesterday then being on the phone with ******** Sephora and the driver for hours being put in circles about who would refund me what kind of service is this no free re ship and now it’s not there was told they need two days two review the refund when this isn’t my error!
Customer Answer
Date: 01/22/2025
Here it is
Business Response
Date: 01/23/2025
Dear Tasha,
We are sorry to learn that you did not receive your order.

In review of your account, we see you have already been assisted.

We invite you to contact Sephora Client Services if there is anything else we can help with.
Sincerely,
Sephora Client Services
Initial Complaint
Date:01/20/2025
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.
We have been shopping at Sephora for many years, spending thousands of dollars. I purchased a gift card from Sephora for my daughter on Oct 8 2024 at the Sephora store in ******** ******** ****. I specifically asked to add funds to my daughter's Sephora account but the Employee REFUSED to add the funds directly to her account and insisted I should get a gift card. I requested a brand new card to avoid scams and she gave me one from behind the counter claiming it to be new. I added $200. When my daughter tried using it in December 2024, the card had $6 balance. We called Sephora customer service and they REFUSED to investigate or refund. My daughter and wife went personally to investigate at the Sephora store, requesting to see videos of the employee committing fraud. They REFUSED to do anything about it.
This is CLEARLY employees committing fraud at the store. I have copies of the receipt and comparing the tampered card with a legit Gift Card, it clearly shows that there is a red sticker over the card. Sephora refuses to investigate, refuses to refund the $200 and also refuses to revert credit to my credit card.
Business Response
Date: 01/21/2025
Dear Richard,
We are sorry to learn of your gift card experience.
Can you please provide a copy of your receipt or the gift card number so we can investigate this further?
Sincerely,
Sephora Client Services
Customer Answer
Date: 01/25/2025

Complaint: ********

I am rejecting this response because:
I have provided copies of the receipt several times to Sephora: I showed the receipt and tampered card to the Store Manager at Sephora in **** **** ******** ******* they didn't even investigate. I supplied a copy of the receipt and card to ********, which I used to pay for the Gift card, which was also rejected by Sephora. I submitted a copy of the receipt to the BBB in my original complaint, which should have been sent to Sephora. I am attaching another copy of the receipt to this message as well. Please confirm these files, pdf, made it to Sephora. I am more than glad to be on the phone with a serious Sephora customer service.
When I filed the Police Report with the **** **** ****** **********, this seems to be a problem inside the Stanford Sephora Store. Since I knew that Sephora has a problem with Fraudulent gift cards, and Sephora does not allow for me to credit my daughter's Sephora account, I requested a brand new gift card from behind the counter. The only way that card could have been tampered was by Sephora Corporate, Sephora's gift card supplies or employees at the Sephora Palo Alto store.
Whether this is a corporate wide or Palo Alto Stanford location scam, it needs to be investigated by Sephora. All I want is for my account to be credited back.

Sincerely,

Richard A*******
Business Response
Date: 01/29/2025
Dear Richard,
Thank you for providing the gift card details. We have now received the attachments.
We are sorry to learn of your frustrating gift card experience, and that your
gift card no longer has the expected funds. Gift cards are
treated like cash and once used, we are unable to restore any part of the prior
balance. We recommend contacting your financial institution to let them know you didn’t receive the
product you paid for (the funds on your gift
card) and that you may have been the victim of fraudulent
activity. They may be able to assist you with a resolution.
Sincerely,
Sephora Client Services
Customer Answer
Date: 01/30/2025

Complaint: ********

I am rejecting this response because:
Sephora customer support:
At this point, it is CLEAR to me that the problem is within Sephora corporate or the Palo Alto Sephora shop. The fraud is internal to Sephora. The card was NEVER exposed to the shopping floor. It was kept secure behind the counter. A brand new card.
I went PERSONALLY to the Sephora store in Stanford Palo Alto.
I went straight to the cashier to add funds to my daughter's account. The cashier said funds could not be credited to her account, only a Gift card could be used. I asked for a NEW gift card. She pulled one out of the drawer, It was NOT exposed to the public where it could have been swapped.
I paid with my **** Credit card. The cashier said if the card is lost, it is like cash. My concern was a fraudulent gift card, Sephora has a very bad reputation with fraudulent gift cards. But, since it was NEW from the box, I went ahead and bought it. I added $200, as shown in the receipts.
When my daughter scratched the card, it had $6 left on it.
She went personally to the store with the card and the receipt. The store manager REFUSED to play back the tapes showing the cashier pulling a new card. The store manager REFUSED to acknowledge that the store sold me a compromised card. We KNOW that the fraud is in that store. I already reported that store to the police and they are aware of it.
When my daughter contacted Sephora customer support, you also REFUSED to acknowledge Sephora sold me a compromised card and REFUSED to show the activity of the card.
When I opened a dispute with Sephora with my credit card, Sephora REFUSED to acknowledge you sold me a compromised card and denied the refund.
Even now, in this escalation with the Better Business Bureau, Sephora REFUSES to acknowledge that I was sold a compromised card by corporate Sephora.
If my daughter lost the card, then that is understandable. It is cash that is lost.I would not complain.
BUT THIS IS NOT LOST CASH!!! THIS IS A COUNTERFEIT CARD BEING SOLD BY YOUR COMPANY. The problem is either with that cashier, her name is in the receipt. Or it is with the Store Manager. Or it is in the supplier of the Gift Cards. Or there is a Sephora employee handling these cards. THE CARD WAS FROM BEHIND THE COUNTER!!!! It was NOT accessible to the public.
Please, REFUND MY ACCOUNT and you need to investigate the fraud ring in your Stanford store..

Sincerely,

Richard A*******
Initial Complaint
Date:01/19/2025
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 placed an order for 2 items 1 in which was showing out of stock but the order went through. This item was a late Christmas gift and was needed for my trip 1/5/25. Upon receiving my package I noticed that it was extremely light!! When I opened it the only things were in there was a *** sample birthday kit and a sample “ my baby “ perfume that was not ordered. The perfume that I ordered was not included in the package and I immediately called the merchant. The merchant told me they’d investigate and call me back and neither was done. I still have yet to receive my item or any contact from the merchant! I no longer wish to receive the item and a refund is now being requested.
Business Response
Date: 01/23/2025
Dear
Jarming,

We are sorry to learn there was an issue with
your order.

Because we
have assisted you with similar claims of missing items in the past, across
multiple accounts, we are unable to offer a reshipment or refund for this
order. We apologize for any disappointment this may cause.

Please know
that we welcome you to continue shopping with us online, but if you place
orders to this or other addresses, it may be at your own risk until we have
determined that you are reporting an acceptable pattern of order issues. We
also encourage shopping in store to avoid any additional order issues. 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
Client Services
Customer Answer
Date: 01/23/2025

Complaint: ********

I am rejecting this response because: I have ONE ACCOUNT! ONE ORDER ! I expressed this over the phone when I called in regards to my item ! You sent me SAMPLES and not the $170 perfume that was already showing OUT OF STOCK!! If you didn’t have it you should’ve canceled the order !

Sincerely,

Jarming M***
Business Response
Date: 01/23/2025
Dear Jarming,
We again apologize
that your item was not received.

As mentioned in our
initial response, we are unable to offer a refund or reshipment due to the previous
accommodations made across other accounts associated to your information. We apologize for any disappointment, and we recommend shopping in-store to avoid any
additional order issues.
Thank you for your
understanding.
Sincerely,
Sephora Client Services
Customer Answer
Date: 01/26/2025

Complaint: ********

I am rejecting this response because: that’s complete BS! What information?!! You sent me samples and NO PERFUME !

Sincerely,

Jarming M***
Initial Complaint
Date:01/17/2025
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.
Sephoras return policy is gently used items can be returned for a refund. I tried 3 products from an online order, one time each. They did not work for me so I sent them back as a return. Sephora emailed me saying they found them not to be in gently used condition and that I would not get a refund or the items shipped back to me. I contacted their customer support live chat and asked for a refund but they could only say that, sadly, the distributor center decision is final and they cannot have direct contact with customers. So now it is not possible to argue for my rightful refund or contact anyone else.
Business Response
Date: 01/19/2025
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: 01/19/2025
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,

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

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Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

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