Complaints

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

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• 

  Sephora

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

• 

  Sephora

  525 Market St Fl 3 San Francisco, CA 94105-2711

• 

  Sephora

  355 Stanford Shopping Center Palo Alto, CA 94304

• 

  Sephora

  6801 Northlake Mall Drive Charlotte, NC 28215

• 

  Sephora USA

  13350 Dallas Pkwy # 1250 Dallas, TX 75240-6688

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:03/31/2025

  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 am writing because I bought two items of makeup by ********* ******* at the Sephora store in *********. I was on the fence about trying both of them--both new items for me--but the salespeople said that I could return them for a full refund within 60 days. I was convinced. However, I just went to the Sephora in ************* and was told that the Baltimore store people told me wrong; anything between ***** days is a store credit. I want the refund I was promised. Thank you.

  Business Response

  Date: 04/03/2025

  Dear *****,

  We apologize for your recent experience, and that you were given incorrect information about the return policy window. 
  
  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:03/31/2025

  Type:Customer Service 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.

  Hackers are stealing Sephora Gift Card numbers, allowing them to empty the cards before recipients can use them. As soon as the cards are purchased and activated, hackers gain access and spend the funds—leaving gift recipients with a worthless card.I was gifted a Sephora Gift Card in November. Today, I went to a Sephora store, unwrapped the brand-new card from its packaging, and waited in line to pay—only to be told the card had a zero balance.Frustrated, I called Sephora Customer Service, only to learn they were already aware of this issue. They confirmed that my card had been used multiple times on the day it was purchased, immediately after activation. By the time I unwrapped it, the funds were long gone.I asked for the issue to be escalated, and after some persistence, I was transferred to another representative. I expressed my frustration—not with the individual I was speaking to, but with Sephora’s lack of cybersecurity and protection for their Gift Card program. Selling a product that is so easily compromised is unacceptable and unprofessional. Instead of offering a solution, the representative hung up on me.I understand that in 2025, businesses prioritize profit over customer experience, but selling gift cards that are frequently hacked and drained is simply unethical. If Sephora knows about this widespread fraud, they should take action to protect their customers. Until they do, I strongly advise against purchasing their Gift Cards.

  Business Response

  Date: 04/01/2025

  Dear Vanessa,
  
  
  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 this card has zero balance.
  
  We apologize for any inconvenience and hope this information clarifies.
  
  Sincerely,
  
  Sephora Client Services

• Initial Complaint

  Date:03/29/2025

  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.

  This is for Sephora Canada. This was a delayed order. Sephora chat agent advised order could be cancelled with full refund. Agent then backtracked and said it would be refunded upon delivery. Then agent backtracked again and said item would have to be returned. The company needs to honour its original commitment to refund the order immediately. I will not be incurring hassle to return the item due to the agent’s error and the company’s delay.

  Business Response

  Date: 04/02/2025

  Dear Joseph,
  
  We are sorry to learn of your experience with your recent order, ************.
  
  After review, we see that the order, placed on 3/28/25, had an estimated delivery date of 4/2/25. The order was marked as delivered by ****** **** one day earlier than expected on 4/1/25. 
  
  We apologize for any inconvenience caused, and we are glad to see that your order was delivered on time. 
  
  Sincerely,
  Sephora Client Services

  Customer Answer

  Date: 04/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the business has not offered a factual explanation. It in fact contains a number of inaccuracies. However, the customer service agents resolved this complaint outside of the BBB process. 
  
  
  
  Sincerely,
  
  
  
  Joseph P******

  Business Response

  Date: 04/03/2025

  Dear Joseph,
  
  Thank you for the opportunity to provide additional clarification.
  
  We understand you received an email stating the order was delayed and we apologize for any concern this caused. We have shared your feedback with the appropriate team, and we are glad to see the order was delivered successfully on 4/1/25, per the ****** **** tracking information. Additionally, we are pleased to hear your concern was resolved by our support team. 
  
  Sincerely,
  Sephora Client Services

  Customer Answer

  Date: 04/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it does not resolve the misinformation received on the Sephora chat which has still not been addressed by Sephora management. 
  
  
  
  Sincerely,
  
  
  
  Joseph P******

• Initial Complaint

  Date:03/29/2025

  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.

  On March 25, 2025, I placed an order worth $641.52 on Sephora.com. Sephora provided me with a **** tracking number, but they have not shipped my package. The tracking status has remained stuck in "pre-shipment" since then.
  "Pre-shipment" in a **** tracking status means a shipping label has been created with a **** Tracking number, but the package hasn't been physically given to **** yet. 
  After waiting two days with no updates, I contacted customer service to request a refund because the package still hadn't been shipped after such a long wait. I explained that I wanted the refund so I could purchase the items in-store instead. The agent told me l had to wait until after the estimated delivery date to apply for a refund.
  Once the estimated delivery date passed, I contacted them again. However, they refused to issue a refund and asked me to wait another 48 hours, claiming they could only process it if there were still no tracking updates by then.
  They continue to avoid resolving the issue and keep stalling. My request is straightforward-a full refund-but they consistently refuse to honor it.

  Business Response

  Date: 04/01/2025

  Dear Sophia,
  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 Client Services
  
  

• Initial Complaint

  Date:03/28/2025

  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 some sephora items in the store when visiting family. I returned home and realized I do not care for the products I purchased. Sephora has a 30 day return policy. However, they are refusing to honor their return policy. They told me I need to return the item to the store, but the closest sephora is 4 hours from me. I told them I have no way of returning the items there and they are refusing to provide me a way to return the items. They could provide a shipping label to honor their return policy. I just want to get refunded for the items I want to return!

  Business Response

  Date: 04/01/2025

  Dear Nicole,
  
  Thank
  you for the opportunity to address your concerns.
  
  We were sorry to learn that these products did not meet your needs and for any
  frustration this situation has caused.
  
  We regret that we are not able to accept store returns by mail. We recommend
  contacting the store directly for further assistance with your return. As your
  items were purchased prior to 4/24/25, the store can accept the return within 30
  days for a refund or within 60 days for store credit.
  
  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

• Initial Complaint

  Date:03/28/2025

  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 received a wrong item from Sephora, and I sent it back for return, they didn’t agree and said wrong item cannot be refund. However, I ask online assistant who said it’s ok to return and initiated a return for me. I need refund

  Business Response

  Date: 04/02/2025

  Dear Feng,

  We apologize for
  your recent 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:03/27/2025

  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 , had some Inkey list lotions on discount , so I went ahead and purchased 3 from the website , this was September 6th 2024, now when i need them, I noticed they were expired since May 2024, that’s why they put them o sale . I talked to them about a refund and they said its been 60 days since the purchase , so there’s nothing they can do, their internal policies don’t matter when the customers wellbeing is in jeopardy, they were selling 3 month old expired goods knowingly and nobody can make them accept that they are wrong, I want a refund . It’s not fair I got old products even for cheap

  Business Response

  Date: 03/29/2025

  Dear Diviana,

  We apologize for
  your disappointing order experience.

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

• Initial Complaint

  Date:03/26/2025

  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.

  My account was deactivated without prior notice. When I attempted to contact customer service, they said that this was the “final decision”. I am unsure why my account ended up being deactivated, and I just wanted assistance to reinstate it as I enjoy shopping at Sephora. I also have ongoing returns as well, so I do not know what to do.

  Business Response

  Date: 03/29/2025

  Dear
  Naomi,
  
  We
  apologize for any disappointment surrounding your account status.
  
  We
  are unable to reactivate your account due to activity that is not in accordance
  with our Sephora Beauty Insider Terms and Conditions across this and/or other
  accounts.
  
  For
  more information about the Sephora Beauty Insider Terms and Conditions, please
  visit:
  
  **************************************************************
  
  Sincerely,
  Sephora
  Client Services

• Initial Complaint

  Date:03/26/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order did not arrive. It’s not my porch. They are refusing to refund me, as apparently the system won’t let them. This is my first time ordering

  Business Response

  Date: 03/27/2025

  Dear Miles,
  
  We
  apologize that you have not received 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
  Client Services
  
  

  Customer Answer

  Date: 03/27/2025

  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,
  
  
  
  Miles F**

• Initial Complaint

  Date:03/26/2025

  Type:Sales and Advertising 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 placed an online order with Sephora.com on March 20th at 2:20am. At the time of my order, the site was running a Deal of the Day offering 50% off several items. I purchased two of those items due to this clearly labeled discount. When I got my order confirmation, I saw I had been charged full price for both items. I immediately checked the web site again to see if the offer had expired for some reason, but the deal and discount were still listed on the web site as 50% both. Time stamps on the screen shots of the items as they were listed AFTER my purchase was complete, at 2:24am, still showed both items as 50% off. I contacted Sephora customer service and explained the discount had not been applied but was still listed on the web site. They said that the discount had expired despite it still appearing on the web site and declined to refund my order or honor the discount. I asked for them to please cancel my order as it had not yet shipped, and I would not have placed the order if the items were full priced. The agent said they could not do this. I was charged 50% more than the listing price. This is a deceptive sales practicelisting an item as 50% off, then charging full price even as the sale continues to list a discount is an unfair business practice.

  Business Response

  Date: 03/28/2025

  Dear ********,

  We apologize for your recent disappointing 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: 03/28/2025

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