Complaints

This profile includes complaints for Sephora's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sephora

  350 Mission St Fl 7 San Francisco, CA 94105-2275

• 

  Sephora

  355 Stanford Shopping Center Palo Alto, CA 94304

• 

  Sephora

  1645 Briargate Pkwy #207 Colorado Springs, CO 80920-7687

• 

  Sephora

  2855 Stevens Creek Blvd #1061 Santa Clara, CA 95050

• 

  Sephora

  99 Rockingham Park Blvd Space E211C Salem, NH 03079

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:12/22/2024

  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 

• Initial Complaint

  Date:12/21/2024

  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.

  Fraud on gift card given to me. Sephora is refusing to provide a reimbursement for the funds on the gift card, issue a replacement gift card, nor even give me transaction information (Name, address, transaction #, etc) for the multiple transactions that occurred on this gift card.We were given a gift card for $150, and within a very short amount of time since the card was issued to us, it was wiped to 0 with multiple transactions. We have contact the vendor where the gift card was purchased, and their fraud department got in contact with Sephora who refused to work with them either to get our funds back. We are seeking our funds and cooperation for any information of transactions on the card. This is a very disrespectful handling of a very long time Rouge customer who is now refusing to do any additional shopping with this business until they right their ********** card info:6303997592680638 Pin: *************************************** Date purchased: 06/01/24 Location purchased: Vons Purchase transaction #: 2273 4 58 6540

  Business Response

  Date: 12/24/2024

  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. 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 since were showing the card has a zero balance.
   
  We apologize for any inconvenience and hope this information clarifies.
  
  
  Sincerely,
  
  Sephora ***************

• Initial Complaint

  Date:12/20/2024

  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 placed an order on Nov. 15, 2024 (************). I received an email on Nov. 26th that my order had been shipped. There was no information regarding the Canada Post strike and/or delays when I placed the order. On Nov.29 I rec'd an email from Sephora stating the order "was still on its way." On Dec.8th I called to see where my order was as it stated it would arrive on Dec.18th. I called in to ask why it was so delayed. The agent * *** * advised that due to the long delay she would issue a refund. I did not request this refund. In fact she issued without my consent. I told *** that I wanted the order and that if the refund meant the order would be cancelled, I didn't want to do that. *** advised 3 times that I would still get the order, but that Sephora was issuing refunds due to the long delay times. I expressly asked her to not cancel the order and she said it was not cancelled. Over the last few weeks, I checked the tracking and it said it was coming on Dec.18th. Today, Dec.20th, I reviewed the tracking and it stated that the packet was redirected and arrival would be Dec.24th. I called *********** who advised that it was redirected and told me to call the Merchant. I called Sephora 3 times (was disconnected on Sephora's end twice). I spoke to 2 supervisors and 2 agents. The last supervisor, *******, advised that it was being returned to Sephora. I advised Iceland that *** told me I would still receive it and that I relied on her information and thus did not re*order. Iceland kept repeating that there was no way she could issue a $325 order or redirect the packet back to me. I said, "well, then your staff should not be making representations to customers." In this instance, I relied upon what *** told me and did not re*order. Now I'm without my order and no time left before Xmas. Sephora also did not have the courtesy to advise me it was being sent back. In fact, it still said it was coming. Terrible service. Sephora should honour their word & send me my order.

  Business Response

  Date: 12/26/2024

  Dear ******,
  
  We are sorry to hear about this experience with your order.
  
  In review of your account, we see you have already been assisted.
  
  We invite you to contact Sephora *************** if there is anything else we can help with.
  
  
  Sincerely,
  Sephora ***************
  

• Initial Complaint

  Date:12/18/2024

  Type:Billing 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.

  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,
  
  ******** *****

  Business Response

  Date: 12/19/2024

  Dear ********,

  We apologize for your recent experience with the Rouge Reward. 
  
  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:12/17/2024

  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.

  I made a transaction with online with Sephora (not at the specific business location that was listed) on January 27, 2024. I did not receive the item that I had ordered from them at the time that was expected which is not atypical so I continued to wait and then assumed the order had been cancelled (something that has also happened in the past). As I was making another purchase I realized that the order and never actually been cancelled and that I was charged the full amount for it. I spoke with customer service and they said there was nothing they could do since it had been more than 90 days. They didn't offer a refund or to ship the product I had purchased. When I look at the tracking number it says the package never was never even picked up by the carrier. I would have been accepting of any outcome - either refund, delivery of the item, or store credit. I have spend a significant amount of money at the store and feel extremely disappointed in them for this practice.

  Business Response

  Date: 12/19/2024

  Dear Aliyah,

  We apologize for your recent experience with your order. 

  Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to the address listed when submitting your complaint.
  
  We look forward to assisting you more directly and resolving your concerns.
  
  Sincerely,
  Sephora Client Services

• Initial Complaint

  Date:12/16/2024

  Type:Delivery 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.

  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,
  
  ******* ******

  Business Response

  Date: 12/17/2024

  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:12/13/2024

  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.

  Dear BBB I hope this message finds you. I am writing to seek assistance regarding an issue with my recent order, which appears to have been misdelivered I ordered make up products of 64.8$ from Sephora on December *******.On December 12, 2024, I received an email saying my package had been delivered. I checked my tracking number and found that the package that was supposed to be delivered to ****************************** was delivered to a completely different address in *******Then I connected Sephora customer service, They said that your address was a parcel forwarding address, so they couldnt be held responsible. And they don't want to resolve the problem. In their policy "If you choose to use a parcel forwarding company, we will not be liable for any damage, defect, or loss that occurs. We will not offer replacements or refunds for orders or items that are reported missing or damaged that we reasonably believe to have been delivered to a parcel forwarding company" . My package never went to the parcel forwarding address. So I think that they should give my package or refund.When I asked ***, they said that they had delivered it according to the label, so they didnt care.They cant accept responsibility for their own mistakes and blame it on the parcel forwarding address, and its really frustrating. If they hadnt mislabeled it from the beginning, I would still have my package today. Its really offended. Many people have had cases like this happen to them, and there are many cases where some people get hurt in this way.Thank you for your attention to this matter. I look forward to your prompt response and resolution

  Business Response

  Date: 12/18/2024

  Dear Mandalmaa,
  
  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:12/13/2024

  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.

  12/6/24. *** Tracking number 1z5r68990312604329 Plush Puddin Intensive Recovery Lip Mask With Pomegranate Sterols + ********* ITEM ******* 1 Whipped Cherry ************* ITEM ******* 1 The Golden One Eye Shadow Palette Star Wars Edition ITEM ******* 1 samples-***** **** ***************** ************* ITEM ******* 1 The proof of delivery photo is not my residence. The customer care agent said they could not help me. I can't file a claim with *** sincs it is restricted by the shipper.

  Business Response

  Date: 12/13/2024

  Dear ******,

  We apologize for your recent experience, and that you did not receive your order.
  
  Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to the address listed when submitting your complaint.
  
  We look forward to assisting you more directly and resolving your concerns.
  
  Sincerely,
  Sephora Client Services

• Initial Complaint

  Date:12/11/2024

  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.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.CCB/SEPHORA ACCT #: **************** ***. $2,005.00 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 12/17/2024

  Dear *******,

  We apologize for the issue you are experiencing with your credit report. 

  Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to you via email. 
  
  We look forward to assisting you more directly.
  
  Sincerely,
  Sephora Client Services

• Initial Complaint

  Date:12/11/2024

  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 ordered, 11/30/2024, a perfume for $450, because my account is new l wasn't offered a refund when my order was marked as delivered but never came.

  Business Response

  Date: 12/12/2024

  Dear Angel,

  We are sorry to learn you did not receive your recent 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