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

959 total complaints in the last 3 years.
350 complaints closed in the last 12 months.

If you've experienced an issue

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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:05/09/2025
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 went to the Sephora located in the **************************** located at ************************************ on 05/09 to exchange 2 Nars products for color. The sales associate was unable to locate the products under my account and ** didn't have a receipt. I did a return on 05/04 and the sales associate failed to put my 2 new **** products under my account. I was denied the ability to do the exchange. I want to mention that I have been a Sephora Rouge client for many many years. I am also a same day client. I also am a perks member with Ulta but choose to do my shopping with Sephora. I am already a rouge through the year 2026. It's saddening that I was not allowed to exchange to products for color due to a sales associate not processing my purchase of the items correctly. I think that the store manager who denied me the exchange should have saw that I have been a long standing Rouge client for many many years and honored the request. I am hoping we can come to a resolution.
Business Response
Date: 05/10/2025
Dear Asia,

We apologize for your recent store purchase 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 ***************
Initial Complaint
Date:05/08/2025
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.
Purchase is made via *************** during recent promotion in April 4th 2025. 18 perfumes were purchased by $2133.60 but received only 2 perfumes and 16 different package of Sephora products which I didn't order or request. I am sending them to overseas so shipped to parcel forwarding company address. So as soon as package is delivered, the parcel forwarding company open the package and send a picture, to show what is inside. Sometimes it's too late open claim after receive products in overseas so take picture is parcel forwarding company process.

Sephora has policy that "Customer can use parcel forwarding company BUT If you choose to use a parcel forwarding company, we will not be liable for any damage, defect, or loss that occurs ". If they place correct items in the package, there should not be any issue. I am asking them to check for me.

When I opened a claim they didn't accept because of the shipping address. I assume there was an error during packaging. So asking them check process, recording of the my order. I don't believe parcel forwarding company take it because there are sephora products on it, tracking weight is same as actual weight and lastly their business is more value than few perfumes.

My total order was $2133.66 and received 2 ****** *** ****** *** ** ****** $352, I would like to receive what I ordered, if they need to refund $1781.60 right amount.
Business Response
Date: 05/10/2025
Dear Mungun,

Thank you for
contacting us about your recent order, ************.

Once a package is
delivered to a parcel forwarding company, we do not have any insight on their
handling of the package or its contents. However, you may request that the
parcel forwarding company returns the package to Sephora.

Please keep in mind
that per our shipping policy, posted on Sephora.com, 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. Any order addressed to a parcel
forwarding company is placed at your own risk. Sephora is not responsible for
lost or stolen packages.

For more
information, please visit our shipping information page at:

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

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

Sincerely,
Sephora Client
Services
Customer Answer
Date: 05/14/2025

Complaint: ********

I am rejecting this response. Here I am requesting to check warehouse recording, control, or inventory. Sephora cannot pack incorrect item and at the end responding that we are not responsible, due to our policy. Then please forbid to ship to freight forwarding company. I have recording, proof of since the package arrived to the shipping location and opening record of the package. I am 100% confident that freight forwarding company didn't do anything wrong.
Again, please check the situation with your warehouse.

Sincerely,

Mungun N**********
Business Response
Date: 05/16/2025
Dear Mungun,
We again apologize for any disappointment. As we are unable to confirm the handling of packages once they are delivered to a parcel forwarding company, we are unable to assist further in this instance. If there are any issues with your package, it can be returned to Sephora. We will be sure to share your concerns with the appropriate team and we hope this better clarifies.
Sincerely,
Sephora Client Services
Customer Answer
Date: 05/16/2025

Complaint: ********

If I return back the package to Sephora, do you guarantee I can get full refund ?

Sincerely,

Mungun N**********
Initial Complaint
Date:05/07/2025
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.
Good morning,My package never arrived that I ordered. Please assist. Best,
Business Response
Date: 05/09/2025
Dear ******,
We are sorry to learn you did not receive your order.
Please reply with the order number you are referring to so we can properly investigate this.
Sincerely,
Sephora Client Services
Initial Complaint
Date:05/07/2025
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 online 05/06/2025 and it was in route for delivery through ****. However the **** driver said they delivered it but kept it. Sephora is denying me a replacement and a refund. I have attached the photo the uber driver took when they marked it delivered.
Business Response
Date: 05/09/2025
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 ***************
Initial Complaint
Date:05/06/2025
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.
Company: Sephora USA, Inc.
Complaint Type: Delivery Issue / Refusal to Refund
Description:
I placed an order with Sephora which was marked as “delivered” by their delivery partner, ****. However, I did not receive the package. I contacted **** directly, who confirmed they could not provide sufficient proof of delivery and referred me back to Sephora to open a case.

Despite following the appropriate process, Sephora refused to open a proper investigation or provide a refund or reshipment. Their final message stated they were “unable to process a replacement or refund” due to alleged prior issues, which are irrelevant to this specific order. I paid for a product I did not receive, and the company has failed to take responsibility.

I am seeking either a full refund or a reshipment of the missing order.
Desired Resolution: Refund or reshipment
Order Number: ************
Date of Order: 4/26/2025
Business Response
Date: 05/08/2025
Dear
Katerina,

We
apologize for your recent order ************ experience. After reviewing your
account and the order, we see our Corporate Concierge processed a full refund
for the order earlier today.

Because we
have assisted you with similar claims of order issues in the past, across
multiple accounts associated with your information, we are unable to offer a
replacement, refund, or accommodation for any potential future order issues, at
this or other addresses.

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.

Sincerely,
Sephora
Client Services
Customer Answer
Date: 05/09/2025
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,

Katerina D*****
Initial Complaint
Date:05/06/2025
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.
I purchased a Sephora gift card on 4/12/25 in the amount of $50 from CVS (receipt attached). The card was given to my niece for her birthday and she attempted to redeem it that same day. When she presented the card to the cashier, the cashier peeled off the sticker on the back, and the last two digits of the 16 digit number were peeled off by the cashier. The cashier did try to scan the barcode and swipe the card, however, it did not work. The cashier advised we should call 1-877-SEPHORA, which we did, and did not receive a resolution.I also tried calling the number on the back of the gift card ***************),and they were able to look up the card and also verify the card does have a $50 balance by entering in the first 14 digits of the card number. However, they advised I should request a replacement gift card, and that they were unable to do that. I called Sephora **************** and emailed them, and they have not provided a resolution, instead advising there is nothing they can ***** simply asking for things to be made right so that my niece can use the gift card -either with providing us with the last 2 digits of the card number so we can use the existing card, or by providing a replacement gift card. I have attached both the receipt and a picture of the back of the gift card for your convenience.
Business Response
Date: 05/07/2025
Dear *****,
We are sorry to learn of your frustrating experience with your gift card.
We are unable to replace gift cards that are damaged. However, we recommend contacting your financial institution to inform them that the product you purchased (gift card) is not ****** as expected. We apologize for any disappointment, and we hope this better clarifies.
Sincerely,
Sephora Client Services
Customer Answer
Date: 05/08/2025

Complaint: 23295822

I am rejecting this response because the card was purchased from CVS, along with other items. I cannot dispute a portion of that charge with my bank. The card was damaged by a Sephora employee, and with a quick internet search, this appears to be a common problem with Sephora gift cards numbers peeling. I am re-requesting my initial ask, which is to either give me the last two digits of the current gift card, or to replace it. Im very disappointed with Sephoras practices and action with this matter, as the company has essentially stolen money from me and refuses to make it right.

Sincerely,

***** ******
Business Response
Date: 05/09/2025
Dear *****,
We again apologize for your experience.
As mentioned in our initial response, we are unable to replace gift cards that are damaged. Additionally, we are not able to provide the full card number. However, the best option would be going through your financial institution in this instance.
We apologize for this experience, and we hope this better clarifies.
Sincerely,
Sephora Client Services
Customer Answer
Date: 05/09/2025

Complaint: 23295822

I am rejecting this response because the card was damaged by a Sephora employee, and no reasonable remedy has been proposed. As I previously stated in my messages, I am unable to dispute the charge with my bank and that being offered as a resolution is unacceptable.

Sincerely,

***** ******
Initial Complaint
Date:05/06/2025
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 am filing a complaint against Sephora for refusing to issue a refund for returned items while also keeping the products I paid for, leaving me with neither my money nor my merchandise.

I returned three products (two foundations and one hair spray) from order #************ within Sephora’s 30-day return window. All items were lightly tested—well within what their return policy defines as “gently used.” Despite this, Sephora claimed the items were "more than halfway used," which is completely inaccurate. I was told their distribution center makes the final decision and that “due to system limitations,” the items cannot be returned to me or reassessed. I have no way to verify this vague determination, and their customer service refuses to escalate or resolve the issue. This process is completely opaque and one-sided. I believe this violates fair trade practices and customer rights. I am seeking a full refund.
Business Response
Date: 05/07/2025
Dear Luning,
We are sorry to learn of your recent return experience.
In review of your account and the order, we see you were assisted by our Client Services team earlier today.

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

Sincerely,
Sephora Client Services
Customer Answer
Date: 05/07/2025
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,

Luning
Initial Complaint
Date:05/03/2025
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 purchased a ************* (approximately $600) from Sephoras online store. On May 2nd, I received a delivery notification from the shipping company ****** stating that the package had been delivered. The only evidence provided was a photo of a box in what appears to be Amazon lockers with no code, no delivery confirmation, and no recipient name visible.I immediately contacted the leasing manager at my apartment complex, who confirmed that there was no package under my name in the locker system. I also called ******, who checked their system and confirmed the package was not delivered through their network and that no package was pending for me.When I contacted Sephora, they refused to issue a refund and told me to take it up with ******. When I contacted ******, they redirected me back to Sephora. Each company is pointing the finger at the other, leaving me without support, without recourse, and without my $600 order.I have already filed a police report regarding the missing package. This is a serious issue of consumer neglect and zero accountability. I paid for a high-value product, received no proper delivery confirmation, and have been met with complete indifference from both Sephora and OnTrac.I am requesting a full refund or replacement of the Dyson Airwrap. If Sephora chooses to use OnTrac as a courier, they are responsible for the delivery and should not leave the consumer trapped in a blame game.
Business Response
Date: 05/05/2025
Dear *******,
We apologize that you are unable to locate this 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 ***************
Initial Complaint
Date:05/03/2025
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 contacted the carrier today to refuse the package that was out for delivery as I was rushed to the hospital & live alone however there is a proof of delivery picture that doesnt match my house uploaded is a picture of my porch I would like a full refund as my order wasnt received its missing
Business Response
Date: 05/05/2025
Dear ****,

We are sorry to learn there was an issue with your order, 719302001993.

Your package, sent through ******, was confirmed as delivered on 5/3/25 at 2:04 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 ***************
Customer Answer
Date: 05/05/2025

Complaint: 23283127

I am rejecting this response because:
You claim that I purchased from your company before yet this was the first order I did with your company so unless u can prove that I have disputed the charge with my bank & will be moving forward with a court proceeding
Sincerely,

**** May
Initial Complaint
Date:05/01/2025
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 ordered a cologne online, upon receiving it, I redivided to return it to the store successfully & was supposed to be refunded & I didnt. I then purchased a different cologne using my card. Store is saying they are confused about the transaction
Business Response
Date: 05/03/2025
Dear *******,

We apologize for any inconvenience surrounding your recent return 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 ***************
Customer Answer
Date: 05/04/2025

Complaint: 23270234

I am rejecting this response because:
The purchase was made separately. The cashier reassured me the money would go back to my credit card. I reached out to the sales associate as well & they told me to wait 7 business days. Now they are saying something completely different. I returned an item that I purchased online the same day. Thats why everything is confusing but thats not my fault. I used my credit card to purchase the new item not on Klarna.

Sincerely,

******* *******
Business Response
Date: 05/08/2025
Dear *******,

Thank you for your patience while we researched this further for you.

We confirmed that the purchase was not made separately. The **** ***** fragrance, purchased in 4 installments with Klarna, was exchanged for the Armani Stronger With You fragrance.

Please keep in mind that as you ordered the **** fragrance using Klarna on February *******, and exchanged it in-store three days later on February 14, 2025, the full balance of the Dior fragrance had not yet been paid off.

Despite this, when the exchange was processed, the full price of the Dior fragrance ($139.56) was applied towards the full price of the Armani fragrance ($169.50).Only the remaining difference of $29.94 was charged to your credit card. You must still pay the original balance to Klarna.

We have also sent you a separate email outlining these details. We again apologize for any misunderstanding surrounding this transaction, and we hope this information better clarifies.

Sincerely,
Sephora Client Services
Customer Answer
Date: 05/08/2025

Complaint: 23270234

I am rejecting this response because: Hi,
When I returned the order that was delivered to me, it was supposed to be refunded back to my card. The Sephora associate I reached out to online assured me that itll take some time to show. I then gave my credit card to purchase the new cologne. How am I being held responsible for this new payment? I understand the product was given to me & my understanding is that I dont owe anything after because it was returned. Now I have an outstanding debt because of the cashier. A Feedback is not good enough. If the product was returned & refunded how am I still owing for it? I paid for the new cologne on my card. This isnt making sense to me. Im sorry.

Sherina

Sincerely,

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

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Sephora is NOT a BBB Accredited Business.