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

  14006 Riverside Drive #75 Sherman Oaks, CA 91423-6306

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  Sephora

  50 Holyoke Street, Space #C327 Holyoke, MA 01040

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  Sephora

  99 Rockingham Park Blvd Space E211C Salem, NH 03079

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  Sephora

  825 Dulaney Valley Rd # 2235 Towson, MD 21204-2288

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:04/24/2023

  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 recently placed two orders with Sephora for their Beauty Insider sale. I received confirmation for both orders, and even one email apologizing for the delay in the first order. I just logged into my account to check up on a same-day order that should had arrived yesterday only to find that both of my orders had been cancelled (without any notice or email to me). I contact customer service and they tell me that my account is "under review" because of a dispute on a damaged order last year (Oct 30th) that Sephora apparently lost with my bank.I was not informed my online account was suspended (I just found out 6 months later after placing two orders), I do not understand *why* my account was suspended either, and now they are basically holding hostage all the benefits I have accrued by spending a lot of money on their platform. Just the fact that they wouldn't inform the client about this is unbelievable, but what is most infuriating is that you can't actually talk to anyone about this or how to solve this.The sale ends today and I cannot get the items I intended because they didn't inform me about this at any point. I hope they will reinstate my orders so I can get my products.

  Business Response

  Date: 05/07/2023

  Dear *********,

  We are sorry to hear about the continued issues you have had with a pending credit card dispute and your attempts to place new orders.  

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

  We invite you to contact ****** Services if there is anything else we can help with.

  Sincerely,

  Sephora ****** Services

  Customer Answer

  Date: 05/07/2023

   
  Complaint: 19976062
  
  I am rejecting this response because: You did not assist me for 7 months, and blackmailed me into paying a dispute you lost against my bank. You did not detail any actions that are set in place to avoid this from happening again, or honored the 20% discount on the order that was cancelled and wasnt resolved by your customer service. Your customer service representatives tend to be rude and unhelpful.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/17/2023

  Dear *********,  

  To best assist with your concerns, weve sent you an email to the address used when submitting your complaint.

  We look forward to speaking with you directly.

  Sincerely,

  Sephora Client Services

• Initial Complaint

  Date:04/24/2023

  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 tried to order on line several times on the Sephora APP, my orders were cancelled stating "unsuccessful authorization" nevertheless I was charged for the purchases and my orders were never processed therefore the products were never delivered. Also I found out my orders were cancelled checking directly through the app but I never received phone or mail notification about this cancellations. I contacted customer service several times and I still don't get a resolution for my case or a refund. The transactions were specifically 5: a)04/19/2023, order #***********, $128,00; b) 04/20/2023, order #***********, $59; c)04/22/2023, order #***********, $100; d) 04/23/2023, order# ***********, $86.41; e) 04/23/2023, order# ***********, $23,65. For a total of $396, 65.

  Business Response

  Date: 05/09/2023

  Dear *****,

  We are sorry to hear of your continued issues with your recently placed orders.

  In researching further, each of the orders listed in your complaint were cancelled because our **************** team required further verification to ensure the orders were approved by you, the cardholder. I can confirm that our team received your full verification on 5/1/23; you are now free to shop.

  Please know, when attempting to place an order on sephora.com, even if unsuccessful, an authorization is attempted on the credit card entered. While it can take several days, depending on your bank,authorizations are typically released within 10 business days. You have not been charged for the orders in question and you should see the authorizations disappear very soon, if you have not already. 

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

  Sincerely,

  Sephora Client Services

• Initial Complaint

  Date:04/24/2023

  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 falsely advertises that the Dyson Special Edition Airwrap Multi-Styler Complete Long ITEM ******* qualifies for 25% discount if one opens a Sephora credit card. According to their website, the item is in stock. I applied for the Sephora **** because I thought I was going to get the discount and got approved right away. I appplied the 25% discount in my cart, and clicked to submit the order, then Sephora said that this item is out of stock. When I try again, Sephora tells me that this product doesn't qualify for this promotion. Yet Sephora now has my personal information used to open the card, their bank was able to get a copy of my credit report because I had to give them permission to be able to apply for this card, and I am stuck with a card that is useless, yet my credit score got reduced because it was checked by Sephora. So now Sephora should sell me this product at a promised discount price ($449 USD) that was supposed to arrive on May 3rd ******************************************** my Sephora cart upon checking out. Appreciate your help resolving this issue.

  Business Response

  Date: 04/24/2023

  Dear ******,

  We are sorry to hear of the issues you had in using your 25%off first time credit card use discount; this is not the experience we want for our clients.
  In review of your information, we are glad to see that you have already been assisted with your order and discount.

  To clarify, our Dyson products can be purchased with the 25%off first time credit card use discount. While we cannot be certain as to why you received a message stating your cart was not eligible for the 25% off discount any longer, it is possible there was a glitch that occurred after the Dyson went out of stock unexpectedly. We apologize for any confusion or frustration you may have felt.  

  We hope you enjoy your new Dyson and invite you to contact ****** Services if there is anything else we can help with.

  Sincerely,

  Sephora ****** Services

• Initial Complaint

  Date:04/23/2023

  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 online order with this retailer. When it was finally delivered the order was short shipped and missing 2 items. I called this retailer and asked that the items I already paid for be reshipped to me with Express shipping. I asked for Express shipping because this retailer is currently VERY behind in dispatching deliveries and this order was for a gift. I had already waited an extended amount of time to get the original order. Not only did the retailer refuse to send me the missing items via Express shipping, the refused to replace the missing items full stop. They will not send me the items I paid for and did not receive claiming my account has reached the maximum number of refunds or assistance allowed via their internal system. This is ridiculous. This is bad faith business and fraud. I spend thousands with this retailer yearly and they act as if its a PRIVILEGE to get basic customer service and make sure Im indemnified following a situation that is 100% the retailers fault and responsibility. Its their warehouse, their employees packing the orders. I paid for the items and I want them in my possession immediately. This is my second BBB complaint against this company. The past complaint was for the exact same issue. Missing items that they refused to replace or refund. They have my money and I dont have my items. Thats fraud. I want the two items shipped via Express or Overnight delivery to the original shipping address on the order. The items missing are lines 4 and 5 on the packing slip (attached) and also in the screenshot of the original order. ***************** Stick shade 39 -******* Skin-Smoothing Talc Free Powder shade fair

  Business Response

  Date: 05/09/2023

  Dear ******,

  We are sorry to hear about the continued issues you have had with your order, #***********.

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

  We invite you to contact ****** Services if there is anything else we can help with.

  Sincerely,

  Sephora ****** Services

• Initial Complaint

  Date:04/21/2023

  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 2/12/23 I returned a cologne to a Sephora store location. Because it was past 30 days but within 60 days I was told I could only get a Sephora gift card. I agreed they wrapped up the card in the receipt and I left. Please note I have never made a return at Sephora so I am unaware of their policies. Today I went to make an online order with Sephora and use my $120.00 Sephora funds. To my surprise I couldnt because I was not issued a gift card to use with Sephora but a store credit only! I attempted to resolve the matter with their customer care team and they wouldnt help with anything. I find this extremely shady business practices by Sephora. I couldnt use my Sephora refunded card with SEPHORA. So I had to place my order without my gift card funds I was expecting to use! At this point since I was not able to use the money on the Sephora card on my Sephora order I want a refund of the money on the card and they can cancel the Sephora card. I just want my money!

  Business Response

  Date: 04/27/2023

  Dear ********,
  
  We are sorry to hear about your disappointment in regards to your merchandise credit.
  
  Per our policy, new or gently used items are eligible for a full refund within 30 days from when the order was placed. Items returned within 31 and 60 days will receive store credit which does not expire. This is explained in greater detail on our site, Sephora.com. You can view the link here: *********************************************************. We are unable to honor your request since the refund, in the form of a store credit, was already provided to you. 
  
  Thank you for taking the time to share your concerns. We hope this information clarifies.
  
  Sincerely,
  Sephora ****** Services

• Initial Complaint

  Date:04/21/2023

  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 states they offer exchanges, but, once purchased, they refuse to exchange items and only allow return and repurchase, which negates any sales offers, significantly raising the prices.I purchased items on April 14, 2023 and attempted to exchange them for the better color matches on April 21, well within 60 days, but was not allowed to. All I need is for Sephora to honor their stated exchange policy. Order Nunber ***********

  Business Response

  Date: 05/06/2023

  Dear ********,

  To best assist with your concerns, weve sent you an email to the address used when submitting your complaint.

  We look forward to speaking with you directly.

  Sincerely,

  Sephora Client Services

• Initial Complaint

  Date:04/21/2023

  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.

  I placed an order with Sephora through their site. I selected Same Day Delivery. I was home and this was not delivered. They refuse to handle this on their own and feel I should contact the delivery service that I personally didn't contract. I would like a refund or store credit.

  Business Response

  Date: 05/01/2023

  Dear *******,

  We are sorry to hear of the continued issues youve had with your order, #***********.

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

  We invite you to contact ****** Services if there is anything else we can help with.

  Sincerely,

  Sephora ****** Services

  Customer Answer

  Date: 05/02/2023

  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:04/21/2023

  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.

  Order *********** was supposed to arrive yesterday and marked as delivered but has not arrived yet, the delivery photo is not my house. When someone comes up to my door with packages my camera notifies me. The carrier states it was delivered to wrong address and said to reach out to Sephora. Nobody has emailed me back

  Business Response

  Date: 04/23/2023

  Dear ****,

  To best assist with your concerns, weve sent you an email to the address used when submitting your complaint.
  We look forward to speaking with you directly.

  Sincerely,

  Sephora Client Services

  Customer Answer

  Date: 04/23/2023

  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:04/20/2023

  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 recently placed two online orders: #*********** was placed on 3/7/2023 which I received on 3/11/2023. #*********** was placed on 3/14/2023 which I received on 3/16/2023. In order #***********, I had purchased 10 items for gifts, 9 items didn't work out, so I initiated a return. With order #***********, I had purchased 6 items, 2 items I initiated a return for due to the items being defective.I brought both packages that were being returned to my local ***** on 3/16/2023, and received two separate emails from Sephora stating to "Please allow 30 days from when the package is mailed for your refund to be processed."On 3/20/2023 I received two separate emails (one for each order) stating We've received your return (thank you!). Your refund will occur within 10 business days. You'll receive a confirmation email when it's complete." On 3/23/2023 I received another email from Sephora regarding order #*********** stating they processed a refund for my order, but the refund was for only 1 item - there were 8 other items in this order that needed to be refunded. The "10 business days" time frame has come and gone...as of today, only 1 of the 11 items that were returned have been refunded to me. The returns were both submitted and received by the Sephora warehouse within the 30 day return period. I have reached out to Sephora via online chat, called customer service multiple times and each representative that I talk to, the refund date keeps being pushed further out. I keep being told the refund will be processed on "this day" and if I don't receive it, to call back. I have been a Beauty Insider for years and enjoy shopping there, but will never do a return by mail again. With Sephora being such a large, multinational retailer, they need to make some major adjustments to their "returns by mail" process. I don't know of any other company that takes this long for returns/refunds to be processed. I'd just like to be refunded to my original method of payment.

  Business Response

  Date: 04/24/2023

  Dear *******,

  We apologize for the delay in processing your returns for orders #*********** and #***********; this is not the experience we want for our clients.

  We can confirm that the remainder of your returned items were processed today, 4/24/23; a refund of $195.40 has been applied back to your **** ending in **** for order #*********** (in addition to the $23.99 for the first return that was processed), and $49.27 was issued back to the same **** for order #***********. Please know, it may take several days for your refund to post to your credit card, however, you can be assured that we have completed the return on our end. We recommend reaching out to your bank if you have further questions on this time frame.

  Should you need further assistance, please contact Sephora ****** Services via phone at 877-SEPHORA *************).

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

  Sincerely,

  Sephora ****** Services

  Customer Answer

  Date: 04/25/2023

  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:04/20/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 3, 2023 I received an email notice from Sephora. "Weve received you return. Your refund will occur within 10 business days. You will receive a confirmation email when complete. Order number *********** for 2 ********************************* Superstar Lips Lipstick Pill Talk Lucky Diamonds (quantity 2; item *******) for approx $75.00. After 10 business days I contacted Sephora via phone ************ on two different occasions and I was told it would be three weeks. Today I contacted via chat and I was told 30 business days. Check back first week of May. I would like my return credit back. There does not seem to be a resolve coming anytime soon.

  Business Response

  Date: 04/20/2023

  Dear ********,
  
  We are sorry for the confusion in regards to the return time frame for order 57668483028.   

  It can take up to 30 days for our ******************* to receive and then to process the refund as there are multiple steps that are required. Since your order was dropped off on 3/30/23, please allow until 4/30/23 for our center to process the refund for you. Once this is complete, you will receive an email with the details. 

  Thank you for taking the time to share your concerns. We hope this information clarifies.
  
  Sincerely,
  Sephora Client Services