Business Profile

Skin Care

Sephora

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB’s business profile for Sephora was created in February 2000. A review of complaints was completed in November 2024. Consumers with issues related to their order are urged to review the following links.

Order Status & History & Sephora Customer Service.

Complaints

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

Customer Complaints Summary

961 total complaints in the last 3 years.
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:05/22/2025
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 a same-day delivery order for 2 items that totaled up to approximately $150 on 5/21. My items were said to be delivered 5/22, but I received a different item than what I paid for. I contacted Sephora customer service agents and supervisors to explain my issue, and was denied a refund, since they claimed my order was done correctly. I am disabled and they told me to go to the store in person and told me to call about my order. They didn’t tell me I would get a refund or have my order fixed if I did this.
Business Response
Date: 05/28/2025
Dear Sydney,
We are sorry to learn there was an issue with your order, ************.

Because have assisted you with similar claims of missing or incorrect packages for Same-Day Delivery orders 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.

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: 05/29/2025

Complaint: ********

I am rejecting this response because:

My order contained an item that I did not purchase inside of it. My other two items are missing. You have essentially taken my money hostage and left me without the product I paid for,

Sincerely,

Sydney W***
Business Response
Date: 06/04/2025
Dear Sydney,
We appreciate the additional opportunity to clarify. As mentioned in our
initial response, we are unable to offer a refund or replacement due to the previous
accommodations made across multiple accounts associated to your information.

Given that this level of
discrepancy in your shopping history is extremely uncommon and not the type of
experience we strive to provide our clients, orders placed to this, or other
addresses will be at your own risk. Thank you for allowing us the opportunity to address your concerns.
Sincerely,
Sephora Client Services
Customer Answer
Date: 06/04/2025

Complaint: ********

I am rejecting this response because:

I do not agree with this response. I will dispute with my bank accordingly.

Sincerely,

Sydney W***
Initial Complaint
Date:05/19/2025
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.
On 5/18 I placed an order of about $350 and my order was marked delivered today by “******”. I contacted Sephora’s customer service chat for a refund (as
No package and no neighbors had it, and no one signed for it) and the customer service agent had me wait on hold for 7-9 minutes just to tell me she couldn’t process my refund!! That is such poor service and now I don’t have my products NOR a refund. I won’t ever be ordering online anymore.
Business Response
Date: 05/21/2025
Dear Diana,
We are sorry to learn of your experience with your recent order, ************.

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

We invite you to contact Sephora Client Services if there is anything else we can help with.
Sincerely,
Sephora Client Services
Initial Complaint
Date:05/18/2025
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 havent received my order, but Sephora says it was already delivered. I contacted their customer service, but they said theres nothing they can do and refused to issue a ********* was placed on April.14th.
Business Response
Date: 05/23/2025
Dear Haijing,
We are sorry to learn of the issue with your order, ************.
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, will not be able to place orders during this time. We recommend reaching out to your bank directly with any additional questions or concerns.
Sincerely,
Sephora Client Services
Customer Answer
Date: 05/28/2025

Complaint: 23347466

I am rejecting this response because:
Ive contacted the bank and customer service many times, but my issue still hasnt been resolved.

Sincerely,

******* *****
Initial Complaint
Date:05/17/2025
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 made (2) separate purchases on the same day at Sephora, specifically so I could get the samples offered on their VIB and Rouge program after spending a certain amount. One of the orders arrived and the other didn’t, even though it said both were delivered. I’m absolutely 100% frustrated, because besides the fact that Sephora keeps sending me samples only half full, I ONLY made this purchase to try the ** *** free samples, which are VERY expensive. A refund does not solve my problem AT ALL nor does it make me any less angry. I’ve been using Sephora a lot for the rewards, but definitely not anymore. I’ve never had a “delivered” product not be delivered to me before.
It’s absolutely ridiculous to advertise a super high end product like this and not even notify me that I was not getting it. Do not use Sephora, save your money, it’s not worth it, might as well use ****.
Business Response
Date: 05/21/2025
Dear Marina,

We are sorry to
learn of your frustrating experience with your recent order, ************.

Your package, sent
through ******, was confirmed as delivered on 05/17/25 at 10:58 AM to your
shipping address, via photo. We see that our Customer Support team has processed a
full refund for the order.

Unfortunately, the
complimentary ** *** trial size in this package is no longer available.
However, we encourage you to check our Sephora Beauty Offers page regularly for
new trial sizes. More information can be found here:

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

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

Sincerely,
Sephora Client
Services
Initial Complaint
Date:05/17/2025
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 was given a gift of a bottle of spray cologne by a company I never heard of (****) from a family member this past Christmas. the gift was not given to me until well into January. I decided not to open it since I had a feeling I may not like it. I am picky with perfume & wanted to try to get into my local store to sample it first but knew I would just rather return it for a credit. I misplaced the item putting it in my attic by accident in a bag. I just found it two weeks ago.
This past week I finally got a chance to go to my local mall to get to a store. I attempted to call the store first before going in to ask if I could return a gift, not open, no gift receipt for a credit. Someone picked up and put me on hold and just left me there. Frustrated, I decided to just go into the mall. I had to walk half the length of the mall, I entered through ******* I am partially handicapped as it is, with two bad knees. I never anticipated that it would be a problem to just get a credit. People get gifts all the time that they don't want. The item was completely sealed. The sales girl told me they need some kind of proof of purchase. I gave them my nieces phone number & they found it. They proceeded to tell me I couldn't return it. It was over 60 days. I didn't want to make a big thing about it in the store so I said I would call customer service. I did & got a supervisor. she was not much help. First of all I was ho****. I could have said I don't have the person's phone number. How would they look it up then? I was honest. they seen it was their product. It was not purchased from some secondary seller. The item was sealed. What's the problem? I couldn't get a simple lipstick?! I'm stuck with this cologne that I don't like. I am going to call **** & complain to them too about Sephora's policy which stinks. Some people aren't very thoughtful & don't gve people gift receipts which is a problem & its awkward to tell people you don't like something they bought.
Business Response
Date: 05/20/2025
Dear
Michelle,

Thank
you for the opportunity to address your concerns.

We were sorry to learn that this fragrance did not meet your needs and for any
frustration this situation has caused.

As more than 60 days had passed since the date of purchase, the store’s system
would not allow for our Beauty Advisors to process a refund or exchange for
you.

For reference, our current return policy states that new or gently used items
are eligible for a full refund within 30 days from the date of purchase.

Please be assured that your feedback regarding your experience will be shared
with the appropriate leaders as part of our continuous improvement efforts.

Sincerely,
Sephora Client Services
Customer Answer
Date: 05/21/2025

Complaint: ********

I don’t understand the response. .
The perfume was unopened. Sealed. They were able to verify the purchase. It’s not like I could not prove it even came from Sephora.
this is just unreasonable. Exceptions should be able to be made.
I also wasted my time coming into the store when I did not have to. Incompetent staff picking up the phone and leaving people on hold and forgetting that a phone line was open.
Business Response
Date: 05/25/2025
Dear Michelle,

We will be happy to
look into this further for you if you are able to provide proof of purchase for
this item. Can you please reply with a picture of the receipt, or the phone
number associated with the purchaser’s rewards account?

Sincerely,
Sephora Client Services
Customer Answer
Date: 05/27/2025

Complaint: ********

As stated, I provided this to the associate and manager in the store and on phone to a supervisor. They turned me down. That is why I am here with this complaint. It was a gift. For Christmas. Under my niece's account. THey looked it up?
Can someone contact me again then? If necessary I will provide her number again, over the phone if this must be verified again. I wonder if there was any record of me calling under my phone number? I have an account.
Business Response
Date: 05/29/2025
Dear Michelle,
All returns require verification of purchase and without
this information we regret that we are not able to offer further assistance.
Sincerely,
Sephora Client Services
Customer Answer
Date: 05/29/2025
Okay.
this is her number. The **** cologne was found under her account as I already stated.
************
I look forward to this response.
Business Response
Date: 05/31/2025
Dear Michele,
Thank you for providing the additional information requested.
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: 06/03/2025
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,

Michele M********
Initial Complaint
Date:05/15/2025
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 online order through Sephora.ca and paid using my ** ****** ***** debit card (last four digits: ****). On April 25, 2025, I returned the item (*** *** *****) in-store. I was told the refund would be processed immediately to my ******* ********** (last four digits: ****), which I had previously used at the store.

At the time, I didn’t check the refund, assuming everything was done correctly. However, two days later, I reviewed my account and discovered that instead of receiving a refund, I had been charged again for $68.25 on the ******* **** (on April 28). That extra charge was eventually reversed after I returned to the store.

But the original payment made with my ** **** was never refunded. So I was charged twice and refunded only once.

I contacted Sephora multiple times via email, visited the store twice, and submitted all supporting documents – yet the issue remains unresolved.

I am requesting a full refund of $68.25 to my ** ***** ****. Supporting documents are attached.
Business Response
Date: 05/21/2025
Dear Ganna,
We apologize for the confusion with your return. According
to our system, you were charged for your orde* ************ on 4/27, at the time
of shipment, and refunded in store on 4/28 to your ***********
Upon further review, we see that on 5/5 you purchased the ****
***** ***** **** **** *** ** ********** ***** **** **********, which is why you
see another $68.25 charge on your account at that time.
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: 05/22/2025
Dear BBB,
After a month of trying to resolve a very basic refund issue with Sephora and providing every possible document and explanation, I see now that this cannot be resolved through communication.
I accept that I will not be reimbursed, and I am no longer willing to waste more of my time or energy. Sephora has lost me as a customer forever, and I will not hesitate to share my experience with others.
Please consider this my final statement. I do not wish to continue further.
Sincerely,
Ganna T*******
Initial Complaint
Date:05/15/2025
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 made an online order with Sephora, the box was delivered on May 11 2025. When I opened the box the box only had the free samples in it, the 3 paid items were missing from the package, when I contacted Sephora about it they told me they would not help because of delivery issues in the past, I explained that I order from them, between 1 to 3 times almost every week so yes occasionally when dealing with shipped orders mistakes on sephoras end will happen and should be resolved but I shouldnt be penalized for it. They refuse to reship or refund my money
Business Response
Date: 05/16/2025
Dear Fahtima,
We are sorry to learn of your recent order experience. Please reply with the order number you are referring to so we can look into this further.
Sincerely,
Sephora Client Services
Initial Complaint
Date:05/13/2025
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 needed to return 3 items from an order and I was provided with a return label with instructions to bring it to the address of our local post office. The package was picked up by our mailman at our address, ******************************************. on May 5th. The postal workers name was ****** and he remembers me giving him this package. The tracking number that Sephora provided with the return package seems to be invalid. The **** has tried to help me but they cannot find any information where this return went. I contacted Sephora several times to explain they gave me an invalid return label but they cannot help me. The value of what was in the return was $68.90.
Business Response
Date: 05/13/2025
Dear ******

We apologize that you are unable to track your return.

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: 05/14/2025
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:05/12/2025
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.com and used a $65 Sephora **** Credit Card Reward along with a credit card payment. When the package arrived, it was clearly damagedone item had leaked and soaked another product. I immediately sent photos to Sephora customer service.Despite the clear evidence, not a single Sephora representative apologized for the inconvenience. I repeatedly asked for a refund of the full amount, including the $65 reward. Instead of taking responsibility, the agents kept telling me to contact ************* myself to try to retrieve the reward. But the damage was not my faultit was caused by Sephora's shipping. I don't believe it is fair for a customer to spend extra time and energy chasing a refund for something caused entirely by the business.After pushing multiple times, I was connected to two different supervisors, both of whom refused to refund the reward as a gift card or store credit. One supervisor eventually said the reward would return to my account in 710 days, but no confirmation email was sent, and that chat was closed abruptly before I could ***********, the $65 reward code I used shows as expired and unusable. If Sephora has no control over the reissuance of rewards from *************, they should at least take accountability by refunding the equivalent amount as a Sephora gift card or store credit. It is unacceptable for a customer to bear the loss due to **********************'s fulfillment failure.Ive attached screenshots showing:The damaged items;The original $65 reward;The reward now marked as expired;Multiple chat transcripts, including with supervisors, showing refusal to take action or escalate responsibly.I am not asking for extra compensationjust a fair refund for the full value I paid.
Business Response
Date: 05/14/2025
Dear ******,
Were sorry to learn that your order arrived damaged and for the confusion with your credit card reward. As the return has been processed, the credit card reward should be reissued to your Comenity account within one billing cycle and we see that you are still within that time frame. We apologize for the wait and appreciate your patience.
Sincerely,
Sephora Client Services

Customer Answer
Date: 05/16/2025

Complaint: 23316472

I do not consider this matter resolved at this time.
Sephoras response states that the $65 reward may be refunded within a billing cycle, but no confirmation, tracking ID, or written guarantee was provided. Additionally, Sephora did not commit to refunding the reward via store credit or gift card in case the reward is not reissued by ************** Before submitting my response, I also checked the reward amount, which is still not available.

This leaves me, the customer, still responsible for chasing a refund for damage caused by Sephoras fulfillment process, which is unacceptable. I have already spent a significant amount of time on this.
I am willing to close this case once the $65 reward is either successfully reinstated to my account or replaced with a Sephora gift card or equivalent store credit.
Until then, I respectfully request that the complaint remain open and monitored.
Sincerely,

****** ***
Business Response
Date: 05/18/2025
Dear ******, the credit card reward is reissued through Comenitys system and we have confirmed with our internal partners at ********************* that you should expect the credit card reward to be reissued during the next billing cycle. If you do not see it reissued within that time frame, we will be happy to have this looked into further.
Sincerely,
Sephora Client Services
Customer Answer
Date: 05/28/2025
This is a follow-up to BBB case #********, in which Sephora assured me that my $65 Sephora **** Credit Card reward, which was used on an order that arrived damaged. Sephora assured that it would be reissued within one billing cycle in last case. Based on that assurance, I trusted Sephora and allowed the BBB case to be closed. However, as of now, the promised reward has not been reinstated. My current Sephora **** reward balance shows only $2.86, which clearly does not reflect the reissue of the $65 I was told to expect. I've also tried to reenter the previous reward code, it's invalid still. Sephoras failure to follow through on their written commitment has left me with a financial loss and no accountability from their side. I should not have to spend more time chasing a refund for a problem caused entirely by their fulfillment error. I am requesting that Sephora either (1) reissue the full $65 reward immediately, or (2) issue the equivalent value in the form of a Sephora gift card or store credit. Please see attached screenshots of my current reward balance and invalid previous reward amount as evidence. Thank you for your assistance.
Business Response
Date: 06/03/2025
Dear ******,
Comenity has looked into this and confirmed that you should see the reward reissued on the next billing cycle. It will not be the same reward that has already been used.
Can you please confirm on which date the credit card billing cycle ended for you?

Sincerely,
Sephora ***************
Customer Answer
Date: 06/04/2025

Complaint: 23316472

Hello,

My most recent billing cycle closed on May 27. Could you kindly confirm whether the $65 reward from my return is expected to be reflected in that statement, or in a future one?

Also, please confirm whether the full $65 amount will be reissued, as originally stated.

Thank you for your clarification.
Initial Complaint
Date:05/10/2025
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 on 3/18/25 that totaled $88.38 (see attachment). I paid $44.38 with my Sephora **** Card and used a $40 Sephora Credit Card Rewards Certificate. (Note that this is different from Sephora's Beauty Insider Program.) I returned this purchase and received $44.38 refunded to my credit card on 3/31/25 but did not receive the $40 reward credited back to my Credit Card Rewards balance. In the Terms & Conditions, it states, "If merchandise purchased with a Credit Card Reward is returned, the Reward Dollars associated with that return will automatically be added back to your Reward Dollars balance." I emailed Sephora about this, and they responded on 4/4/25 (see attachment) and said I would have the rewards credited but I should wait a full billing period. After waiting a billing period with no credit, I emailed them again and received a reply on 5/9/25 saying that they do not handle this issue and to call Sephora Credit Card customer service at ************* I called them on 5/10/25 and spoke to ******* who said he couldn't issue the credit but could start a dispute that would last two weeks and then if they found I should get a credit, it would take another 10 days. I was not satisfied with that response and asked to speak to a supervisor. I was then transferred to ****, a supervisor, who said they actually can't do anything about this and I should contact Sephora customer service. I said I already did that twice and they couldn't help me either. No one seems to know whose responsibility it is to refund my Credit Card Rewards. I want to receive the $40 Credit Card Rewards credited back to my account, as should have been done in March/April 2025. If that is too complicated, they could also just refund $40 to my Sephora **** Card.
Business Response
Date: 05/14/2025
Dear Tricia,
We
apologize that your credit card reward has not been reissued after the
expected timeframe.

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: 05/14/2025

Complaint: ********

I am rejecting this response because Sephora has not yet resolved my issue. They emailed me the following letter:
"Dear Tricia,
We assist with corporate customer service for Sephora North America. Your BBB complaint was brought to our attention,
so we could assist you.
We’re sorry to hear that your credit card reward has not been reissued within the expected time frame and ******** was not helpful when you contacted them. As ******** ******* Bank handles all
Sephora credit card-related inquiries, we regret that we are unable to access any details related to your account. However, we have escalated your request with our internal partners at ******** ******* Bank so they can investigate this further. We will reach
back out as soon as we receive an update and appreciate your patience while this is being reviewed.
Sincerely,
Sephora Client Services"
If Sephora follows up and states that ******** has credited my rewards, then I can revise my response.
Sincerely,

Tricia G*****
Business Response
Date: 05/18/2025
Dear Tricia,
We appreciate your patience while this was being looked into
further. Our internal partners at ******** ******* Bank have
confirmed that this issue should now be resolved and you can expect to see the
reward reissued during the next billing cycle.
Sincerely,
Sephora Client Services
Customer Answer
Date: 05/19/2025
Better Business Bureau:

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

Sincerely,

Tricia G*****

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