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

958 total complaints in the last 3 years.
348 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:04/16/2025
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.
Im filing a complaint regarding Order #************ from Sephora, which was delivered missing three *** ****** Art of Oils Sets. The total retail value of the missing products is $216, and I purchased them during a 20% off sale, which brought the total I paid to $172.80. I paid in full and never received the items.I am a Rouge customer and have experienced multiple order issues in the past. However, this complaint concerns a current fulfillment error, and Sephora has now refused to issue a refund for this orderdespite clear evidence that it was incomplete.I contacted Sephora customer service and spoke with three separate agents, including a supervisor. Each of them ended the chat without providing a resolution.I explained that this issue is not related to past accommodations, and that the package weight clearly shows the missing items were never included. I also offered to provide chat transcripts and documentation as proof.I have also sent a formal escalation email to Sephora and have not yet received a ******** this point, I am requesting a full refund of $172.80, the amount I paid for products I did not receive.
Business Response
Date: 04/17/2025
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 Client Services
Customer Answer
Date: 04/20/2025
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.
Thank you for your assistance in resolving my complaint against Sephora.

That said, I want to reiterate my disappointment in how the issue was initially handled. It is unfortunate that the refund was only issued after BBB intervention, rather than through Sephora's internal customer service processes. I hope this feedback will encourage better treatment of customers in the future, especially loyal ones who simply expect to receive the products they paid for.
Thank you again for your support.
Sincerely,
*********
Initial Complaint
Date:04/15/2025
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.
On 4/8/2025, the first day of the Sephora Beauty Sales event, I submitted an order for just over $700. As per the shipping commitment made on the site, I selected the shipment option that would get my order to me on 4/14/2025. The items ordered were for prep and/or for use on the day of my wedding which is 4/18/2025.
I received notification that my order would be delivered early - 4/13/2025. 4/13/2025 came and passed and my shipment was not delivered. Delivery was updated to 4/14/2025. At 9pm on 4/14/2025, my shipment was still not delivered and information was not updated.
I reached out to customer service. After going back and forth, customer service said that if my shipment was not delivered by the official end of 4/14, they would issue a refund on 4/15.
I awake to no delivery. I reached back out to customer service on the morning of 4/15. At first the representative tried to say I had to wait another 48 hours to issue a refund. When I told them I was promised a refund on 4/15, they said they would issue the REQUEST for my refund, but I would still have to wait 48 hours.
At this point, the items I ordered for prep, will be unuseful and I may not receive the others at all. Also, without confirmation of a refund, at this point I neither have the items I ordered nor a refund. Sephora has not provided me a single confirmation of the refund or updated delivery information. If the tables were turned, this would be called stealing.
This is no way to run a business.
Business Response
Date: 04/16/2025
Dear
Kristine,

We
apologize for your frustrating experience with your order, ************.

After
review, we see that your order was confirmed as delivered by the carrier on
04/15/2025 at 2:19 pm, via photo. We apologize for any inconvenience caused,
and we hope this information helps to provide clarification.

Sincerely,
Sephora Client Services
Initial Complaint
Date:04/14/2025
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.
I didn’t receive this order at this address, but they didn’t give any solution for this case. That is ridiculous, losing package is not my fault, I need refund or some solution to figure out
Business Response
Date: 04/15/2025
Dear
Selena,

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

Your package, sent through ***** ******, was confirmed as delivered on 4/15/25
at 9:27 AM, via photo. Due to this, and because we have assisted you with
similar claims of missing packages in the past, across multiple accounts, we
are unable to offer a reshipment or refund for this order. We apologize for any
disappointment this may cause.

Please know that we welcome you to continue shopping with us online, but if you
place orders to this or other addresses, it may be at your own risk until we
have determined that you are reporting an acceptable pattern of order issues.
We also encourage shopping in store to avoid any additional order issues. For
your convenience we have listed a link to our store locator below.

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

Thank you for allowing us the opportunity to address your concerns, and we hope
this information better clarifies.

Sincerely,
Sephora Client Services
Initial Complaint
Date:04/14/2025
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 got a package delivered yesterday, and when I went to open the package. I was missing three items. I've called customer service, and they told me that there is nothing they could do, and they won't be sending me my missing items. which are luxury high end products. This isn't my first time having an issue like this with them. I have spent so much money on this sale for some projects and I need my items!
After I receive my last two orders I will be don't ordering from Sephora. I also will be unboxing my last two deliveries at a Sephora with a manager.
WORST CUSTOMER SERVICE !!!!!!!
Business Response
Date: 04/14/2025
Dear Araceli,

We
apologize that you did not receive all of the items 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
Customer Answer
Date: 04/21/2025
I made several orders during the Sephora sale and unfortunately each one came with a problem. Sephora changed my address and delivered it to an access point that didn’t accept it and eventually exposed of it per their policy. I called Sephora and of course they couldn’t help me with my package they lost.

Business Response
Date: 04/23/2025
Dear Araceli,

We are
sorry to learn you have had an issue with your order, ************.
Your package, sent through ****, was confirmed as delivered on 4/15/25 at 7:08
PM, via photo to the address selected at checkout. 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 Client Services
Customer Answer
Date: 04/24/2025
Good evening Shayna,

I received your message via BBB but I am not happy with the resolution so I am writing to explain my side. When I placed the order originally I had put my own address on the delivery option. I called Sephora and they said that sometimes they are the ones who sometimes change the delivery address. I never authorized this change and they lost my package. I need some kind of resolution because it’s $500+ worth of products. This is not fair.

Order number ************

Thank you,
Araceli G*******
Business Response
Date: 04/24/2025
Dear Araceli,

We now see that you have filed a dispute with your credit card company for your 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 Client Services
Initial Complaint
Date:04/13/2025
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 was given a Sephora gift card that doesn’t expire in August and upon getting to the register today, I was told that the gift card balance was $0. I haven’t used the gift card since receiving it. I called the number on the back of the card and was told that the gift card was redeemed August 5, 2024. I didn’t scratch off the gift card until August 31, 2024 which I have proof of because I took a picture of the card (I accidentally peeled off a few numbers of the pin which is why I haven’t been able to use it since I’d only be able to get it scanned or swiped.) Upon researching online, this seems to be a common issue with sephora and their gift cards.
Business Response
Date: 04/14/2025
Dear Merit,

We are
very sorry to learn of your experience with your gift card, and that funds were
not available on the gift card when you went to redeem it.

Gift cards can be tampered with by fraudsters at the retailers where they are
purchased, or through phishing websites and fake balance checks set up by
scammers. This fraud affects all retailers, and we are working with our Gift
Card vendors and retailers to combat these scams.

For victims of this fraud, seeking restitution through financial institutions
is the best option. If the gift card was purchased with a credit or debit card,
the financial institution may offer fraud protection. Unfortunately, if the
gift card was purchased with cash, there is no solution.

We recommend checking in with the person who gifted you the card since we’re
showing the card has a zero balance.
We apologize for any inconvenience and hope this information clarifies.

Sincerely,

Sephora Client
Services
Initial Complaint
Date:04/11/2025
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.
They deceive consumers, fail to send out the products, and neither refund the money nor resend the items. Moreover, they have a bad attitude and completely refuse to admit their mistakes.
I request assistance in safeguarding my rights and interests.
Business Response
Date: 04/14/2025
Dear JunZheng

We are
sorry to hear that there was an issue with your 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:04/09/2025
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.
On January 18, 2025 I made a Sephora online order, and I subsequently returned item number ******* which was $52. Sephora rejected the return citing a reason that was untrue. I returned the product because it was of poor quality and it was unused. They made up a false reason and kept my return and would not refund the $52 + tax that is owed to me and they also refused to send the product back. I tried to contact customer service and they would not help me. I request my money is refunded, which is $55.25 ($52 for the product + $3.25 MA tax).
Business Response
Date: 04/10/2025
Dear Nida,
We are sorry to learn of your frustrating 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 Client Services
Customer Answer
Date: 04/11/2025
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:04/08/2025
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.
WARNING: SEPHORA MAY SEND THE WRONG ITEM AND DENY REFUNDS!On March 6th, I placed two separate orders with Sephora: one for a Shark Flexstyle and one for a Dyson Airwrap.March 8th: I received my packages. The one under tracking number 1ZX46F000350301075 was supposed to contain the Dyson Airwrap (per Sephora confirmation). However, it did not. Instead, it contained a second Shark Flexstyle and three other items I did not order.March 10th: I contacted Sephora customer service via chat, providing pictures and a video of the package opening, which matched the tracking number and showed the incorrect items. Despite this, I was denied a refund and instructed to return the incorrect items for a refund, which I understood due to the amount of the order.March 20th: I returned the incorrect items via ****** using Sephora's return label (tracking number 797242267960).March 25th: Sephora issued a refund for the incorrect order, but when I reached out again, they denied the full refund. I have now filed a ****** claim because Sephora stopped responding to my emails. I'm still waiting for a refund of $637.04 for an item I never received.Whats worse, the incorrect items they sent me had a higher value than the original order, and they kept those items. Sephora refunded me only $424.34 for a different order than the one with the issue. Despite providing ample evidencephotos, video, and multiple chats with customer serviceIve received no resolution. As a loyal customer for years, I can't understand why Sephora continues to deny my refund for their mistake, especially when theyve been helpful in the past. It seems like theres a limit to the help you can get when it comes to their errors.If you're planning to buy expensive items from Sephora, especially during sales, I recommend picking them up in-storeor better yet, try Ulta, their rewards program is better. Sephoras online customer service has been unhelpful and doesnt take responsibility for their mistakes.
Business Response
Date: 04/08/2025
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 ***************
Customer Answer
Date: 04/09/2025

Complaint: 23176259

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

Thank you for your prompt response, good to know that you can reply to the same day because the emails Ive sent regarding this issue have been ignored for days now.

As mentioned in my initial complaint, I had to file a dispute with my bank after receiving an incorrect order. When I reached out to customer service via chat for assistance, the response I received was a denial,despite providing videos, photos, and notes about the issue. The response I received was, and I quote, "even with the provided videos and photos and notes for the order it's been denied (conversation attached).
I have submitted all the evidence to my bank, showing that I received the wrong items. Your customer service team had informed me that once the incorrect items were returned, I would be issued a full refund. It is surprising that Sephora has not taken responsibility for this error, especially considering that after reviewing your website, I found that the unrequested items I received totaled $700. I returned all these items, but the refund was issued for the incorrect order. It was also noted in my account and order details that these items were mistakenly sent in place of the Dyson.

This situation has involved multiple errors on your part. I would not have needed to file a dispute if you had simply issued the missing refund, but my request was denied and ignored.

Your store service is amazing and kudos to your store employees,but your online service is terrible and not on the level for the products you ******** better, per multiple online reviews you always blame the customer even when proof is provided for errors on your part.

*******
Business Response
Date: 04/13/2025
Dear *******,
Thank you for the opportunity to address your additional concerns.
While we are unable to further assist due to the pending dispute on your account, we value your feedback about this experience, and we have shared it with the appropriate leaders for review to ensure that improvements in our service are made.
Sincerely,
Sephora ***************
Initial Complaint
Date:04/08/2025
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.
Sephora Canada

Complaint Summary
Lost $250 Sephora gift card purchased at ********. I have proof of purchase but Sephora refuses to help. Poor customer service and unfair policy.

On April 7, 2025, I purchased a $250 Sephora gift card at the ******** Shopping Centre location in Toronto, Ontario. I used a ******** Mall gift card to pay for it. Unfortunately, I lost the physical Sephora gift card shortly after purchase.

I contacted Sephora customer service right away and explained that I have proof of purchase, including the date, location, and payment method. However, I was told that they “do not take responsibility” for lost gift cards, even though I could provide all necessary transaction information. Additionally, the customer service representative I spoke to was rude and dismissive, showing no willingness to escalate the issue or offer any assistance.

At no point during the purchase did the store staff inform me that the card would be non-recoverable if lost. There were no clear warnings or policies disclosed at the point of sale. I believe this practice is unfair to consumers, especially considering the high value of the gift card.

I am not asking for a refund. I am simply asking for the lost card to be deactivated and reissued based on the verifiable purchase details. Sephora has refused to take responsibility or help in any way, leaving me as a customer to bear the full $250 loss with no protection.

Desired Outcome
I would like Sephora to either:
• Track and deactivate the lost gift card, and
• Reissue a replacement card for the same value, OR
• Offer an alternative resolution of equal value.

I also believe Sephora should improve transparency at point of sale and provide customers with written policies or warnings regarding gift card risks.
Business Response
Date: 04/08/2025
Dear Betty,

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:04/06/2025
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.
I ordered two times from Sephora. I am a longtime customer and rouge member. I used 1000 points that I had been saving up to receive $20 off my order. Unfortunately the items did not work out of me for I returned in store. To my surprise I was not issued my points back. I spoke to several agents two of which disconnected the chat. It was a one time instance and I am simply requesting a refund or store credit. I understand that they have a return policy but they have returned points back to others and it is very public on social media. It seems discriminatory that they have refunded points to others but not for me on this one time instance.
Business Response
Date: 04/07/2025
Dear Mary,
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

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Sephora is NOT a BBB Accredited Business.