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

962 total complaints in the last 3 years.
357 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:12/29/2024
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.
My wife purchased a fragrance sampler from Sephora. It comes with a redemption code to get a full sized bottle of one of the samples in the kit after you try the samples. I redeemed the code and received a product that after all, I did not like. Well, my wife didn't like it after saying she did. I returned it and received conformation that they got the product and were processing a refund. I figured that I would get another code and get a different full sized bottle being that I RETURNED the one. If you buy something and return it, you get a replacement. Well, after a few emails with their staff, I was informed that there would be no replacement redemption code due to this sale being final per terms, etc. OK. When I asked from my original bottle to be returned, I was told that would not happen and that I was just out of luck. I would pay for the shipping to have my property returned to me and they refused.
Business Response
Date: 01/04/2025
Dear Thomas,

We are sorry to learn of this issue with your
fragrance that was redeemed from a Sephora Favorites kit.

The enclosed voucher and the
product page on our website state that the Sephora Favorites Kit, the Scent
Certificate, and any product received with the Scent Certificate are final sale
and may not be returned or exchanged for cash, credit, or otherwise. Complete terms
and redemption instructions are available on Scent Certificate inside the kit.

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

Sincerely,
Sephora Client
Services
Customer Answer
Date: 01/04/2025

Complaint: ********

I am rejecting this response because: Just send it back and it's all good. Refusing to send it back is the problem. I'll pay for shipping. Just send it back.

Sincerely,

Thomas M*******
Business Response
Date: 01/11/2025
Dear Thomas,
We again 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
Customer Answer
Date: 01/13/2025
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,

Thomas M*******
Initial Complaint
Date:12/29/2024
Type:Sales and Advertising 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 purchased a Sephora gift card on 12/21/24 and gave it as a gift to my mom. She tried using the gift card and the employee at the Sephora location in ***** in Greenwood IN was having an issue when trying to scan it. She then had my mom scratch off the gift card number and the card was missing 2 numbers and tampered with had blue ink written all over the numbers. They instructed me to file a complaint with Sephora. I called and was told there was nothing that could be done and I am out the $100 I spent because of an altered card I had purchased without knowing. This is terrible business.
Business Response
Date: 01/08/2025
Dear Kelsey,
We apologize for
your recent experience with your gift card.
Given the amount of
personal information that may be discussed in resolving your issue, a separate email has been sent
to the address listed when submitting your complaint.
We look forward to
assisting you more directly and resolving your concerns.

Sincerely,
Sephora Client
Services
Customer Answer
Date: 01/08/2025
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,

Kelsey R******
Initial Complaint
Date:12/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with Sephora for store pickup using a gift card with a balance of $51.53. Unfortunately, the store canceled my order on December 15 due to out-of-stock items. Ever since, the balance on my gift card has not been replenished, rendering it unusable for placing another order. Over the past month, I have reached out to Sephora customer service more than ten times to resolve this issue. Despite providing all necessary details and following up diligently, their response has been consistently unhelpful. Every time I contact them, I am told to wait 24–48 hours for the issue to be resolved. However, even after waiting multiple cycles of 48 hours, there has been no progress or solution. I have repeatedly explained the situation and emphasized the urgency of recovering my gift card balance, but the representatives only provide generic responses, with no real action being taken. There are multiple notes on my account regarding this issue, yet it seems like Sephora is unwilling or unable to address the problem. I have requested alternative resolutions, such as replacing the gift card or issuing store credit, but these requests have been ignored. This ongoing problem has caused me significant frustration and inconvenience, as the funds on the gift card are essentially lost due to Sephora’s inability to rectify the error. I feel like my concerns are being dismissed, and the lack of accountability and customer support is deeply disappointing. At this point, I am seeking a definitive resolution, whether it involves restoring the gift card balance, issuing a replacement, or providing store credit. This situation has gone on for far too long, and I expect Sephora to take responsibility and provide a satisfactory solution without further delays. I have attached many screenshots of my various conversations with customer service. I made many calls same answer “just wait”. I have missed a promo of 20% off my order due to this issue as well. Just beyond frustrated.
Business Response
Date: 01/04/2025
Dear Khushali,

We are sorry to learn of this issue with your
gift card, and that you were not assisted more immediately.

We can confirm that
your gift card balance has been reinstated, and the current balance is $51.53.

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

Sincerely,
Sephora Client
Services
Customer Answer
Date: 01/04/2025

Complaint: ********

I am rejecting this response because: I am writing to express my frustration regarding the ongoing issue with redee***g my Sephora gift card during checkout. Despite multiple attempts and the significant time spent trying to resolve this, I have been unable to complete my purchase. This has been a frustrating experience, and I believe it warrants some form of reimbursement for the inconvenience and time lost. I kindly request immediate assistance in resolving the matter and consideration for a goodwill gesture to address the inconvenience caused. Thank you for your attention to this issue.

Sincerely,

Khushali A***
Business Response
Date: 01/10/2025
Dear Khushali,
We again apologize for this experience with your gift card.

Given the amount of
personal information that may be discussed in resolving your issue, a separate email has been sent
to the address listed when submitting your complaint.

We look forward to
assisting you more directly and resolving your concerns.

Sincerely,
Sephora Client
Services
Initial Complaint
Date:12/28/2024
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.
My partner purchased two separate $100 Sephora gift cards. 1 purchased at *** on Dec 19th and 1 purchased at ******. Customer service for the gift cards with Sephora is now saying there is nothing they can do and the cards were drained before I even got a chance to use them.
Business Response
Date: 01/02/2025
Dear Victoria,

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. Other
times, phishing websites and fake balance checks are set up by scammers to
steal gift card data, which can then be used online. 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.

Once activated, the gift card is the equivalent of cash and cannot be replaced if
lost or stolen. Currently, going through financial institutions for restitution
is the best option for victims of this fraud, as fraud protection is often
offered.

We apologize for any inconvenience and hope this information
clarifies.

Sincerely,
Sephora Client Services
Customer Answer
Date: 01/02/2025

Complaint: ********

I am rejecting this response because: Sephora should have safe guards in place to protect their customers from fraud.

Sincerely,

Victoria H*****
Business Response
Date: 01/04/2025
Dear Victoria,
We again apologize for this experience, and we have shared your concerns with the appropriate teams.
Sincerely,
Sephora Client Services
Initial Complaint
Date:12/28/2024
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 never received my package. I messaged them and done everything on my end. They told me they would not refund me or even send a full replacement which is not okay. They told me because of previous issues with deliveries issues that they would not do anything and that I pretty much lost out on money that I spent. I done everything I needed to on my end but Sephora refuses to refund me and do the right thing. I cannot control what shipping companies do to my packages or anything else for that matter. But for Sephora to treat me as if it was my fault was not okay and not fair to me as the person who bought it and never received my product.
Business Response
Date: 01/04/2025
Dear ********,

We are sorry to learn there was an issue with your order, 643216002944.

Your package, sent through **** was confirmed as delivered on December 03 at 9:11 A.M. Due to this, and because we have assisted you with similar claims of missing packages or damaged 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, and we hope this information better clarifies.

Sincerely,
Sephora ***************
Initial Complaint
Date:12/28/2024
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.
Dear Better Business Bureau,I am writing to formally request your assistance in resolving a serious issue with Sephora. I am outraged at how they have handled my recent order, which has resulted in them taking $303 of my money without delivering the products or providing any resolution.Heres what happened:On December 27, I placed an order with Sephora, but they later canceled one of the items. Despite this, I was still charged for the canceled item, which is completely unacceptable and an unauthorized transaction.The remaining items from the order have never been delivered, leaving me with nothing to show for the $303 I paid.I have repeatedly reached out to Sephoras customer service, but they have refused to issue me a refund or provide any satisfactory resolution.This behavior is outrageous and feels like outright theft. I trusted Sephora to handle my order fairly, but their refusal to address this issue shows a complete lack of accountability and respect for their customers.I demand that ********************** immediately refund the full $303 to my original payment method. Their actions are unacceptable, and I will not let this matter go unresolved.Thank you for your time and assistance in helping to resolve this matter.
Business Response
Date: 01/03/2025
Dear Cybel,

We apologize for any misunderstanding surrounding the transactions you are seeing for your recent order.
Please keep in mind that when the Place Order button is clicked, a hold is processed for the amount of the purchase. However, if an item is cancelled, the settled charge will be adjusted to reflect only the items that were fulfilled.Typically, the initial pending authorization can take up to 7 business days to drop from your account. The total amount of days depends on your bank.
After looking at the order, it seems that the order initially authorized for $303.89. After one of the items was cancelled, the final settled charge was adjusted to $197.26. The initial pending authorization of $303.89 will drop from your account, and you will only see the settled charge posted.

We are sorry for any concern, and we hope this better clarifies.

Sincerely,
Sephora Client Services
Initial Complaint
Date:12/27/2024
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.
Gift card was bought at *** in glen cove ny on *** **** ****** on 11/7/24

Gift card was for sephora for $50

Closed and sealed upon lady in sephora opening it she said oh god this has been used and we have been seeing a lot of this.

*** will not help nor will Sephora so now we are out the $50
Business Response
Date: 01/03/2025
Dear Michelle,
We are sorry
to learn that your gift card no longer has the expected funds on it. 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: 01/03/2025

Complaint: ********

I am rejecting this response because: this was a gift and opened in your store and they saw it was intact and used I have a bill of sale and *** or you should stand behind it. There has to be a way to see who used card and where nothing is being done about it.

Sincerely,

Michelle P*****
Business Response
Date: 01/09/2025
Dear Michelle,
We again apologize for this experience.

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. Other times, phishing websites and fake balance checks are set up by scammers to steal gift card data, which can then be used online. 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.

Once activated, the gift card is the equivalent of cash and cannot be replaced if lost or stolen. 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 and advising them that the gift card doesn’t have the expected balance.
We apologize for any inconvenience and hope this information clarifies.
Sincerely,
Sephora Client Services
Initial Complaint
Date:12/26/2024
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.
Hello, Attached is communication between myself, Sephora ********************* relations, will add my initial email here as it explains the reason Im contacting BBB. Sephora chose to simply dismiss my situation. Cash was tendered and at some point during the transaction a mistake was made rendering the gift card invalid. This is the responsibility of Sephora to investigate & correct. [Hello, Having an issue with a gift card. During the first week of Oct. I was gifted several giftcards from Sephora from ********************* morning I took one to Sephora to make a purchase and it was declined. The employee suggested I call the number on the back of the card as the ** was coming up invalid/inactive. The ** **** on the phone told me that without a receipt there was nothing that could be done to solve this issue. I went through my other **'s at home and by process of elimination I know the "invalid" one was gifted by my mother. Regrettably I dont have the receipt, but I know it was purchased at the ********************************************* before October 7th in the amount of $250. My mother is older and typically pays in cash, she doesn't have a sephora account so this transaction cant be traced back to a credit card or to a sephora account, but I was advised by a sephora customer service **** to reach out to corporate through this email as there may be something that can be done to resolve this issue. If the amount on the card was of a lesser value I wouldnt bother to make the phone calls or send out this email, but its a significant amount of money that was tendered, making it extremely frustrating and very disappointing that nothing can be done. I understand that stolen or lost **s cant be replaced but in this case the ** is in my possession and the mistake was made inside the Sephora by an employee. The ** number is **************** pin ******** Thank you for your time, ****** ************ ]
Business Response
Date: 01/02/2025
Dear ******,
We apologize for your recent experience with your gift card.

Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to the address listed when submitting your complaint.

We look forward to assisting you more directly and resolving your concerns.

Sincerely,
Sephora Client Services
Customer Answer
Date: 01/03/2025
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:12/26/2024
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 purchased a sampler perfume from Sephora in kohls in ***** il three of the perfume have nothing in them they are completely empty I got this for a Christmas gift and was embarrassed to find that 3 of the perfumes was empty went to kohls to return was told all sales are final I was not told this prior to purchasing the item I did not find out all sales were final until I tried to return the item and was told it could not be returned I would have to reach out to Sephora the store gave me Sephora number I called Sephora they tell me to take it back to the store I tell Sephora I already did that and kohls told me to contact Sephora this has been an absolute nightmare the missing fragrances Valentino born in **** victor ***** flower bomb Tiger lily **** ****** ***** wild the only reason I bought it was for the *********************** flower bomb tiger lily I smelled it in the store and loved the scents not knowing the scents would be missing and now all I have been giving is the run around now that Sephora has gotten my money I feel scammed like I got played I dont even have the scents I actually wanted I dont have my money i got screwed double and was disappointed for Christmas
Business Response
Date: 01/04/2025
Dear Ebony,
We are sorry to hear this, and we will look into this further for you. Can you please include a photo of the receipt for this item?
Sincerely,
Sephora Client Services
Initial Complaint
Date:12/24/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a $100 gift card off of your website with almost all of my remaining money as my daughter likes your products. I received the confirmation email for the purchase then I received an email stating the transaction was cancelled with no explanation. I checked my bank account so I could get another gift for my daughter. The $100 shows paid to Sephora. I chatted with a customer service agent named Armando. He stated that Sephora doesn’t handle gift cards. I would need to call a company called ********. I was stunned as that was not displayed when I BOUGHT the card. I now have a hold on the $100 I already paid, which I cannot use for my child. I cannot buy anything in place of this as I have no more money. It is amazing that you take my money with zero delay but won't release it or even investigate the issue until you all feel like it. I am floored that the expectation is for me to take MY time to contact a 3rd-party vendor to spend money at your company in a way that I can participate in. I won’t make that mistake again. Merry Christmas!
Business Response
Date: 01/02/2025
Dear Richard,

We are sorry to
learn of this issue with your recent gift card purchase.

Please contact our
e-gift card customer support team, ********, so they can look into your order details and assist you further.

You may contact the
e-gift card customer support team by phone at ***** ******** or by email at
***********************************. Additionally, you may reach them online
at: ****************************************************************************************

Sincerely,
Sephora Client
Services
Customer Answer
Date: 01/03/2025

Complaint: ********

I am rejecting this response because: Nowhere during the gift
card ordering process is it disclosed to the customer that they are being
transferred to a 3rd party vendor or that any issues encountered with the card
would need to be handled by the vendor. If any of that would have been disclosed
on your website while trying to purchase a gift card, I would never have
purchased it. That is probably why you don't disclose it. Now your company
expects me to use my time and work the phone to contact your vendor in order to
purchase a gift card so someone can spend money at your store. You froze my money over the holidays so I was unable to buy anything since you had my money. Sephora needs to find out what happened with THEIR vendor and explain to me why my money was froze for no reason.

Sincerely,

Richard M*****
Business Response
Date: 01/03/2025
Dear Richard,
We again apologize for the inconvenience, and we appreciate your feedback.
Please know that Sephora eGift Cards purchased through sephora**** or sephora*** are distributed by ********, Inc.
******************************************************************************************
Sincerely,
Sephora Client Services

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