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

960 total complaints in the last 3 years.
356 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:12/28/2024
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
Initial Complaint
Date:12/24/2024
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.
Decided to try same day delivery. Had no idea they would be using a third party service, otherwise would of reconsidered. Received no calls or text regarding any issues with delivery so assumed all was fine. I put very specific delivery instructions because there's multiple units with the same number. But I get home and its nowhere to be found. Called Sephora but wait times are long and end up hanging up. Try chat and its unavailable. Contact them next morning and they said contact ***** **** says they are just the delivery service that my problem will need to be followed up with Sephora directly because I paid them for my product/service. Contacted Sephora again and I'm told they can't do anything because delivery shows as delivered. But it's not my apartment. I have no idea where that apartment is and I walked around and couldn't find it. They still insist I need to speak with ***** But why can't they speak to **** and sort this out. Why am I, the customer, having to jump through hoops to resolve this. I tried the free trail for the same day delivery and canceled it immediately. So technically if you pay Sephora for a delivery subscription but have issues with said delivery subscription that you paid them for they won't even help you. Makes sense. I even paid a little extra so it came between a certain delivery window. Absolutely ridiculous. Will be filing a police report against Sephora for not providing product/service I paid for.
Business Response
Date: 12/27/2024
Dear ******,

We are sorry to learn there was an issue with your order, 645818015501.

Your package, sent through ****, was confirmed as delivered on Monday 12/23/24 at 3:14 PM, via photo. Due to this, and because we have assisted you with similar claims of missing packages 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 Client Services
Initial Complaint
Date:12/24/2024
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.
Sephora claimed they offer a same day delivery service, however it does not deliver the service it falsely advertised to the customers. I would like to file two complaints against Sephora. 1. False advertising of same day delivery. I placed my order on 12/23, before its same day delivery window. The app shows all of my ordered items are available through same day delivery and WILL be delivered on the same day. However, I did not receive my order and the order status is always showing processing without any explanation. I was not able to get my order as promised. 2. I contacted customer support. My intention was to understand why my order was not delivered on time. However, the customer support repeatedly telling me my order status instead of answering my question. The support person also suggested the fault is on my end. And abruptly ended the conversation without my consent. My problem was not resolved and I was not able to use the chat with support function again. I assume the support person temporarily blocked my access to the service. I am looking for explanations to both my late order and the support persons unprofessional behavior. I am seeking help and fair treatment from BBB to look into the false advertisement and terrible customer service from **********************. Thank you.
Business Response
Date: 12/26/2024
Dear Shiqi,
We apologize for that your Same Day Delivery order arrived later than expected.

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:12/23/2024
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.
My gift card money was stolen by their cashier on December 17, 2021. I reported this to their CEO and other executives via email on November 20, 2024, and they didn't respond. I have the original receipt that I received from the cashier who stated that they gave me a 100$ gift card, but the remaining balance said 0.00. They never gave me a gift card. Initially, I asked the cashier to switch my e-giftcard to a physical gc. She told me that she couldn't do it. I didn't think that I was being defrauded because she told me that it couldn't be done. I didn't notice that she claimed to have given me a gc on the receipt because I didn't look at the receipt. I received my free birthday gift from sephora and nothing more. I didn't have any reason to suspect the cashier at the time because my request was denied. I tried to use my gift card on November 20, 2024. This is when I discovered that the fraud/theft was committed against me on December 17, 2021. I have the original e gift card which my friend gave to me valued at 100$, the original receipt, and the original e receipt from December 17, 2021, which Sephora gave to me and that Sephora sent to me via email. Please investigate this.**** R. ******
Business Response
Date: 12/27/2024
Dear ****,
We are sorry to learn of the issue with your gift card. We see you included a photo of your email receipt showing the barcode, transaction # *****, and store # **. Can you please also include a photo of the top portion of this email receipt, where it shows the products that were purchased? We will gladly look into this further for you.
Sincerely,
Sephora Client Services
Customer Answer
Date: 12/27/2024

Complaint: 22693542

I am rejecting this response because:
As I stated in my original complaint. The receipt said that I purchased a gc for 100$ and the remaining balance is 0.00. I didn't receive a gc nor did I buy anything. I received the free birthday gift and that was all. I submitted the pictures in the original complaint in 2 parts because my tablet wouldn't upload the entire file. I was able to download the complete page on my phone.

Sincerely,

**** ******
Business Response
Date: 01/10/2025
Dear ****,
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.

Sincerely,
Sephora Client Services
Initial Complaint
Date:12/22/2024
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 did not receive my order due to consistent problems receiving my packages from *****. I asked Sephora if they could use an alternative shipping carrier since I’m not receiving items from *****. They said they can’t do that. Since this was the second delivery that went missing, I was told that I can no longer receive a refund or a reshipment since it was done once before.

They also said they can’t:
* Reship the missing order
* Reissue my Sephora points for the missing order
* Stop using ***** as a shipping carrier for my address so I can receive future Sephora orders
* Do Pickup in Store OR Same-Day delivery for this order

So there is literally not a single thing that can be done. My only option is to purchase this item for a 2nd time, at full price, in the hopes ???? that I receive it the second time, most likely from a shipping carrier I am having consistent problems with..

Glad I wasted so much energy trying to resolve this super low value $13 issue ?? I’ll be sure to remember this the next time I’m tempted to place an actually expensive order on Sephora, knowing that Sephora will not have my back and will not offer literally a single solution to a longtime customer.
Customer Answer
Date: 12/23/2024
Last name is: T****.
Business Response
Date: 12/24/2024
Dear Eve,
We are sorry to learn there was an issue with your order.

Because we have assisted you with order issues 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.

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 Client Services
Customer Answer
Date: 12/25/2024

Complaint: ********

I am rejecting this response because:
The item I purchased for this order is not available for purchase in store. It is only available for purchase by shipping so this response is not actually accurate and does not offer a solution.

Sincerely,

Eve T****
Business Response
Date: 01/04/2025
Dear Eve,
Thank you for the opportunity to address your additional concerns. We apologize for any frustration that has come from this situation.

As previously relayed, because we have assisted you with similar claims of order issues in the past, across multiple accounts, we are unable to offer a reshipment or refund for this order.

We appreciate your understanding.
Sincerely,
Sephora Client Services
Customer Answer
Date: 01/07/2025

Complaint: ********

I am rejecting this response because: no effort has been made to rectify the situation.

Sincerely,

Eve T****
Initial Complaint
Date:12/22/2024
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'm extremely upset with Sephora right now and I have no idea how to rectify this issue. On Friday, December 20th, I purchased a perfume sampler set the the Sephora in *************. I still have the receipt. On Saturday. December 21, I went to redeem the voucher that comes inside of the set so I went to the store here in ************* on **************. I was still very unsure of which perfume I wanted but the beauty advisor sorta talked me into getting Prada "Infusion De Vanille". She said soooo many people love it and how long it last on the skin so I took her word for it and used my voucher for the purchase. Upon getting home, I smelled the sample again and realized that I absolutely hate it. So today, December 22nd, I went to return the perfume UNOPENED with the RECEIPT in hopes that I could exchange it for another perfume in the sampler set. They were EXTREMELY unwilling to help me and basically told me "oh well". The manager gave me the number to customer service and I called customer service and spoke with a nice young lady but she told me that she didn't have any options because I purchased it in store. She also told me to call another store and a manager may be willing to accommodate me. Therefore, I called the store here in ************* on ******************* (in ***************) and again, they were unwilling to help. The girl that answered said their manager wasn't there and told me that the system wouldn't even allow me to return it to that store because I didn't purchase it there. I thought you could return any Sephora purchase to another location as long as it's not in Kohls? This ordeal has been horrible! I'm even a Sephora credit card holder which shows how much I love Sephora but this is the worst issue that I've been through with no help. I just want a different perfume! The ***** perfume hasn't even been opened. It's still sealed with the receipt. Hopefully SOMEONE will make an exception.
Business Response
Date: 12/24/2024
Dear *******,
We are sorry to learn of your experience with the Sephora Favorites Perfume Sampler Set.
The Sephora Favorites set, 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 the Scent Certificate inside the kit.
Sincerely,
Sephora Client Services

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Sephora is NOT a BBB Accredited Business.