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

961 total complaints in the last 3 years.
350 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:06/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Sephora Team,

Sephora account phone number - +1**********

I’m reaching out regarding a ******* ** ****** ***** **** spray bottle I purchased less than six months ago, which has unfortunately stopped functioning entirely. I visited your Fort Worth location at **** ****** ***** ** to request an exchange, but I was told it couldn’t be honored due to a packaging change and your return policy.

I want to express my sincere disappointment with this experience. The bottle is priced at $15—not a major expense—but it’s the principle that matters here. I’ve used it as intended only a few times a week, and it has now become unusable in under six months of ownership. I expected better quality, and I also expected Sephora—especially as a long-standing customer and credit card holder—to stand behind the products you carry and offer some level of goodwill when things go wrong.

As someone who’s been a loyal customer and frequently shops both in-store and online, I find it baffling that a simple exchange for a low-cost defective item is being treated as if it’s an impossible ask. If this can’t be resolved fairly, I’ll have no choice but to reevaluate my relationship with Sephora, including closing my credit card account.

I hope you’ll reconsider and assist with a resolution here.
Business Response
Date: 06/09/2025
Dear Brandon,

We
apologize that this experience.

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

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

Sincerely,
Sephora Client Services
Initial Complaint
Date:06/06/2025
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.
Order #************ was placed on May 14, 2025. I ordered two **** ****** *** ********* ******** *****, and created a return label on May 15th, the same day it arrived and returned the items at 4:10 PM on May 16th. I received an email confirming that the items were received on Return Date: 05/22/25. I received another email stating one of the glosses was empty. The email read, "Hello,We are contacting you to confirm that while our Distribution Center has received your return from order #************, we are unable to offer a refund or return the item/items below to you. Upon inspection, the product package contained incorrect contents or was empty." I returned the item the next day. How can a lip gloss be emptied in one day? They refuse to reship or refund my money
Business Response
Date: 06/09/2025
Dear Talisha,

We
apologize that a refund was not issued for both items returned to us.

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

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

Sincerely,
Sephora Client Services
Initial Complaint
Date:06/06/2025
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.
On May 12th I placed an order with Sephora. My order was shipped with **** ground and was not delivered to my address. There is no proof that the order ever made it to my apartment. I spent $146.88 with Sephora and contacted them right away to try and get a refund or replacement order and they denied to rectify the issue. I tried to escalate the issue and was told that because I've had order issues in the past it was my loss and my problem and I should have provided a safe place for my order to be delivered. They also said placing any future orders online is at my own risk. This is absurd because I've been a Sephora customer since I was a p****** with my mother and we have spent thousands of dollars with the brand. I can't help it if a delivery courier fails to deliver my mail and packages correctly. I tried contacting the courier to no avail. This should be a warning to all potential Sephora customers that they can just choose to keep your money on a whim and not allow you to receive the items you paid for. I've been really distraught over this and trying to figure out how to pursue the charge which is taking ages. This has all been really unfair and upsetting to me as a consumer. In fact, I'm going to be taking my business to a competitor from now on they've really damaged a life long relationship.
Business Response
Date: 06/16/2025
Dear Lexy,

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

Your package, sent through USPS
was confirmed as delivered on 5/14/2025 at 4:21pm. 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.

https://www.sephora.com/happening/stores/sephora-near-me

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:06/02/2025
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 an order with Sephora Canada Order# #************ that was supposed to be delivered on May 12th. The order was never delivered to me or my house. I called Sephora and was told to contact the courier because they could not initiate a replacement or refund. I tried contacting the courier and they are telling me Sephora has to reimburse me. The courier Sephora used is a small/random company and they have no option for recourse for the customer. I just want my money back at this point.
Business Response
Date: 06/13/2025
Dear Ime Ime,
We are sorry to learn you have had an issue with your order, 723019005942.

Your package, sent through FleetOptics, was confirmed as delivered on May 12, 2025, at 07:09 AM, via photo. Because of this, we are unable to offer a reshipment or refund for your order. We apologize for any disappointment this may cause.

To avoid issues going forward, we encourage you to check out your local Sephora for in store shopping, as well as try our buy online and pick up in store option. For your convenience we have listed a link to our store locator below:

https://www.sephora.com/happening/stores/sephora-near-me

Thank you for allowing us the opportunity to address your concerns.
Sincerely,
Sephora Client Services
Customer Answer
Date: 06/16/2025

Complaint: 23410654

I am rejecting this response because nothing was delivered. I am not even able to contact the random courier that was used unless my email (that they do not respond to).Sephora is just refusing to assist at this point despite no successful delivery being made.

Sincerely,

Ime
Business Response
Date: 06/21/2025
Dear Ime,
Thank you for the additional opportunity to provide clarification. The shipping carrier, FleetOptics, included a delivery photo confirming your package was delivered to your shipping address on May 12, 2025, at 07:09 AM. To view the delivery photo, simply navigate to your Order Details page and click the "View Tracking Info" button.
We again apologize for any inconvenience, and we hope this better clarifies.
Sincerely,
Sephora Client Services
Initial Complaint
Date:06/02/2025
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 purchased items from Sephora a few weeks ago on April 24, 2025 through ******. The items had an estimated shipping delivery date of Tuesday, April 29. Just in time for a vacation I was going on and I needed the products to prep for. However, the items never came, and a little under a week later I reached out to customer support to get a refund or a reshipment They offered the reshipment but the products still got there after the time that I needed the products so by the time the reshipment came I bought products elsewhere.I returned the reshipment to Sephora via mail the next week and received a notification my order was received and a refund was issued. I also paused my payments on Klarna as I had returned the order. However, yesterday Klarna reached out and told me there had still been no processing on Sephoras end of the refund, and so I reached out to customer service to see if I could get this processed.Customer service told me because it was a reshipment they can only give me money to my credit card or as a credit. But this isnt a real refund because Klarna will still charge me for the full amount and a late fee because of their antics. Ive gone back and forth with them and they still see they cant issue the refund because they processed the reshipment as an online credit. Thats not my fault, thats on their system.I want them to contact Klarna to get me a refund, before they mess with my credit and have me pay even more money because of their flawed system.
Business Response
Date: 06/12/2025
Dear *****,

We apologize for your recent order experience, and we appreciate you bringing it to our attention.
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:06/01/2025
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.
I have lived in my current apartment building for about 1.5 years. In that time, I have unfortunately had 2 (to the best of my memory) Sephora packages stolen/misdelivered here. Both times, I contacted Sephora to request assistance in tracking down the package and they offered to reship, which I appreciated; to reiterate, I never requested reshipment. After the 2nd time, I was told that if the issue happened again at this address, they would not assist. I understand this, but am not at fault for the missing packages (and neither is Sephora, presumably). As a result, I recently decided to ship my Sephora orders to ***** pickup points. On 5/25/25 I placed order #************. I picked up this package from ***** on 5/30/25 and arrived home to find 2 of the 3 items I paid for, and 1 of 2 free samples I ordered, missing from the box. I called Sephora customer service to ***ort the issue and was told the missing items could be shipped; then, after some discussion because an item had been discontinued, I was told that the missing items could not be shipped and no refund could be issued because of the previous issues with the lost/misdelivered shipments. The *** escalated the issue and after about 30 minutes of discussion and hold time, said a decision would be issued via email. On 5/31/25 I received an email from Sephora indicating they would not ship or refund the items I paid for that they did not send, and that any future orders to any delivery address would be 'at my own risk'. Sephora owes me $73.60, which includes $68 in merchandise and $5.60 in tax, for items I paid for that they did not ship to me. I was a loyal Sephora customer for decades, and the number of order issues I've had constitute an extremely small percentage of my total purchases. I would also like to warn other consumers of Sephora's deceptive practices in this regard, as consumers should not have to pay for merchandise they do not receive at the fault of the retailer.
Business Response
Date: 06/12/2025
Dear *******,

We apologize for your recent order experience, and we appreciate you bringing it to our attention.

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: 06/13/2025
Better Business Bureau:

I have reviewed the direct email response sent to me by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *********
Initial Complaint
Date:05/29/2025
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.
Business Name: Sephora USA Inc
Amount Involved: $100+
Product: ****** ******* ***** ** ******* (purchased in-store in Florida)
Complaint Type: Product Defect / Poor Customer Service

Complaint:
In December 2024 I discovered that a bottle of ****** ******* ** perfume gifted to me and purchased from a Sephora retail location in Florida was defective. The perfume began leaking around the atomizer with light careful use and ultimately lost nearly all its contents.

I contacted the brand ****** **** ****** directly within 60 days of noticing the defect and provided multiple forms of evidence including photos and a partial serial number. Despite several follow-ups through email ********* DMs and public comments I only received automated responses and no resolution.

In May 2025 I reached out to Sephora Customer Service to request help resolving the issue. I was not asking for a refund or return. I clearly explained that this was a manufacturer defect and that the brand had failed to respond after repeated outreach. Sephora’s responses repeatedly cited their 30 day return policy and emphasized that the product was purchased in store and not under my Sephora account.

I reiterated that this was not a standard return but a product defect situation and I was asking for Sephora’s support in dealing with an unresponsive brand partner. In Sephora’s most recent response they urged me to contact the brand directly which demonstrates a complete lack of care or attention to my emails. I had made it very clear from the beginning that I had already been attempting to contact the brand repeatedly with no success.

Despite multiple respectful attempts to resolve the issue I have been dismissed and redirected in a circular manner with no accountability from either the brand or the retailer.
Business Response
Date: 06/04/2025
Dear Grace,
We apologize for
your recent experience with the ****** ******* ***** **** ***** | ** *** ** ******.

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:05/29/2025
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.
I made a purchase at Sephora in ************** on 5/21/25. The items werent available in store so they placed a order to be shipped. I never received the order. I contacted the store with my physical receipt with a order number on the receipt and they said its no record of it. I have my physical receipt and their not honoring my receipt or my purchase of $97.68. Ive made several attempts to get this rectified to no avail.
Business Response
Date: 06/05/2025
Dear *******,

We apologize for the confusion with this store order. Upon careful review, we see that the order was not successfully placed, and you have not been charged for it. Any pending authorization created by the order attempt should be released within 1-7 business days, depending on your financial institution.
We truly apologize for the confusion and appreciate your understanding.

Sincerely,
Sephora Client Services

Customer Answer
Date: 06/06/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******-********
Initial Complaint
Date:05/26/2025
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 with Sephora on May 13, 2025 and expected to receive my package on May 17, 2025. My package was marked as delivered but it was no where to be found, my package was not delivered. I reached out to the merchant sephora and was told I would be issued either a replacement or refund. I was then told that I am not eligible for either and would not be assisted by Sephora. I reached out to the courier to receive assistance and was not able to file a claim for my missing package due to Sephora restrictions and to seek resolution from shipper, . After contacting Sephora again to let them know I was unable to file a claim they had no assistance. I am still missing my package and was not able to get resolution from the courier or merchant.
Business Response
Date: 05/28/2025
Dear *******,
We are sorry to learn there was an issue with your order, 722818006748.

Your package, sent through **** was confirmed as delivered on Saturday, May 17 at 12:46 P.M, via photo. Due to this, and because we have assisted you with similar claims of missing packages in the past, 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
Customer Answer
Date: 05/30/2025

Complaint: 23378391

I am rejecting this response because:
Dear Sephora Client Services,

Thank you for your response. However, I must express my continued concern and dissatisfaction with the handling of this matter.
While the package for order ************ was marked as delivered on May 17, 2025, I did not receive it, and no package was found at my address. I immediately contacted Sephora and was initially told that I would be issued a replacement or a refund, only to be later informed that I was no longer eligible for either.
Furthermore, when I reached out to **** I was told I could not file a claim due to restrictions placed by the shipper, Sephora, and that I would need to resolve the issue directly with you. When I relayed this back to Sephora, I was again met with no further assistance.
Please understand that this order was paid using Sephora store credit, which means I am unable to dispute the charge through my bank or credit card provider. This leaves me with no alternative path for resolution outside of Sephora. I find it unacceptable that I am being held responsible for a delivery I did not receive, especially given that the delivery confirmation does not guarantee receipt by me personally.

Sincerely,

******* ******
Initial Complaint
Date:05/22/2025
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.
Transaction placed on 5/19/25. Order was delivered on 5/22/35. Order Number: #************, Tracking Number: 1ls724537168627, cost was $348.40. When the order was delievered, the package was clearly lighter than the weight indicated on the label. After the package was opened, the contents was a "Wander Beauty Double Date Lip and Cheek" which was not what I ordered, which was 2 bottles of colonge being a bottle of **************************** and YSL Y. After calling Sephora customer service, they denied me a refund as they stated the weight on the package reflected the weight of the colonge, which was 2.36 lbs. However, that was not what I recieved and I was unable to get a refund. One of their employees has clearly tampered with the package before shipment and caused the discrepancy in the delivered package. Sephora needs to refund me for the fraudulent activity of its staff members, the customer shouldn't be responsible to bear the cost of the company's mistake. Sephora clearly didn't have a procedure to check if the package was tampered with, or if employees had swapped packages to be delivered. Clearly someone had taken the contents of my order before it was shipped and faked the weighting process of the package. Sephora also refused a picture of the package or for me to ship the package back to them for examination. The only thing they told me to do was to dispute the charge at my bank which shouldn't be the solution for their fraudulent act. No consumer law states that the consumer should bear the cost of the vendor's lack of internal control and the fraudulent activity of its employees.
Business Response
Date: 05/27/2025
Dear ******,

We are sorry to learn you have had an issue with your order, 723923003801

Your package, sent through Ontrac, was confirmed as delivered on May 22 at 1:38 PM, via photo. Because of this, we are unable to offer a reshipment or refund for your order. We apologize for any disappointment this may cause.

To avoid issues going forward, we encourage you to check out your local Sephora for in store shopping, as well as try our buy online and pick up in store option. 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 ***************
Customer Answer
Date: 05/28/2025

Complaint: 23367257

I am rejecting this response because:
Sephora took no action to assist me in this matter. One of Sephoras employees stole my package before shipment yet I, the consumer, will bear the cost. This shows that the level of responsibility that this company has simply doesnt exist.

Sincerely,

****** ****
Business Response
Date: 05/31/2025
Dear ******,
We now see that you have filed a dispute with your credit card company for this order.Your bank will need time to investigate the charge and will make the final decision on the outcome of the dispute. Please be aware that your Sephora account, and any associated accounts, have been suspended. The accounts will remain in this state until the dispute has been resolved; no orders will be processed during this time. We recommend reaching out to your bank directly with any additional questions or concerns.

Sincerely,
Sephora ***************

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