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

960 total complaints in the last 3 years.
354 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:04/19/2023
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.
I placed a very large order during the recent VIB sale. I received the order today, and was missing three items. I called Sephora customer service for assistance. The first agent I spoke with, said that she couldnt reship the items because Sephora has already helped me. I dont even know what that means. But I asked how Sephora could take my money, and not provide me the products I paid for. She immediately transferred me to an alleged supervisor. When he got on the line, he was aloof, unprofessional, and clearly not interested in helping. He put me on hold for almost 45 minutes while he investigated. I inquired what he was investigating and what the issue was. After all that time he did not resolve the issue and bluntly stated he could not guarantee a refund for my missing items but would put notes in my account. So ********************** takes your money, does not provide the products customers pay for, and then does nothing to fix their error. That feels like steeling customers money.
Business Response
Date: 04/20/2023
Dear ********,

We are sorry to learn that you are missing items in order 59742965290.
Due to the multiple instances in which weve previously assisted you across this account associated to your information, a reshipment or refund will not be offered.

Please know that we welcome you to continue shopping with us online, but if you place orders to this or other addresses this will 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. The Sephora ************************** location may be closest to you.

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

Sincerely,
Sephora Client Services
Customer Answer
Date: 04/20/2023

Complaint: 19959137

I am rejecting this response because: I paid for items. Due to poor packing and/or ****************** at Sephoras shipment warehouse, I am missing 3 items from my order (again, that I paid for).
To be clear, the majority of my order arrived. I am missing 3 items out of 34 items in my order. This is the first time Sephora has ever shipped to this address, so that excuse you tried to provide in a separate email sent directly to me is 100% null and invalid.
Sephora, I spend a lot of money with you and very, very rarely return or exchange anything (please check my account and you will see that). I placed this order and paid for my items. You did not provide all the items I paid for and you are now refusing to reship them. Sephora you have committed theft in the most basic form.
Taking money for products and not providing products is also a scam, and unfair consumer protection violation.
Sephora, you have stollen my money.

Business Response
Date: 04/23/2023
Dear ********,
We again apologize that a portion of order #*********** was not received.
As mentioned in our initial response, we are unable to offer a reshipment or refund due to the previous accommodations made which include the following orders:
Order #*********** November 2022; Lost order reported, and replacement accommodated.
Order #*********** October 2022; damaged item reported, and replacement accommodated.
Order #***********- January 2022; damaged item reported, and refund and replacement accommodated.
Please note, you have also reported issues with at least six other orders over the past several years, where accommodations have been made.
Given that this level of discrepancy in your shopping history is extremely uncommon and not the type of experience we strive to provide our clients, orders placed to this or other addresses will be at your own risk until we have determined that you are reporting an acceptable pattern of order issues. We recommend shopping in store to avoid any additional order issues.
We hope this information better clarifies.
Sincerely,
Sephora Client Services
Initial Complaint
Date:04/19/2023
Type:Customer Service 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 March 17th I put an application in for a Sephora Credit Card. I was logged into my Sephora account when I applied online. I instantly received a hard inquiry (which I already understood). I got the messages that reads ********************** is currently reviewing your application, and youll be notified by mail within 10 business days. Thanks for your patience." On April 3rd I reached out to customer service and told them that I never received any notice or other communication and it has been over 10 days. The rep was very nice and understandable, she transferred me to another gentlemen who basically disregarded my concerns and sent to an automated system. I thought to myself, maybe I should wait a little longer. Fast forward to today, April 19th, I WHOLE month after getting the HARD INQUIRY. I called to customer service AGAIN. The first rep was very nice but she said she was transferring me to the correct department to speak with them but she transferred me to an automated system. (RUDE). I hung up and called again and was greeted my a representative that sounded like she eating a full meal with the phone on speaker because when I told her I could not hear her she picked the phone up and resumed the call. I explained what my issue was and she was not concerned whatsoever and she was very rude by cutting me off. At this point I'm very annoyed so I asked to speak with someone of a higher authority and she did not say anything but instantly put the phone on hold (the music plays) and the phones hangs up 35 seconds later. I highly upset because I shop at the retailer often and I have a hard inquiry on my credit report without ANY information and It has been well over the time frame. I need answer. PLEASE!!
Business Response
Date: 04/26/2023
Dear *******,
We are sorry to hear of the continued issues you had have in applying for and activating your Sephora credit card; this is not the experience we want for our clients. Please be assured that we have passed your feedback to the appropriate leadership for review and consideration regarding our business partners.
As ********************* issues and handles all Sephora credit card related inquiries, we regret that we are not able to access any details related to your credit card account, nor can we speak to the reason that you have yet to receive further communication on the status of your credit card. Because of this, we have partnered with our Sephora Leaders, who have assured ** that you will be contacted directly by ************************ to help resolve this; you should be hearing from them this week, if you have not already.
Thank you for your understanding and patience.
Sincerely,
Sephora Client Services
Customer Answer
Date: 04/26/2023

Complaint: 19958139

I am rejecting this response because: Comenity called me from number ***************** and hung up. I tried reaching back out at that number and an AUTOMATED system came on telling me all representatives are busy and to leave a message and someone will call me back in 2business days. This is the same behavior that was shown to me since my first call.

Sincerely,

***************************
Business Response
Date: 05/09/2023
Dear *******,
We apologize that ************* was not able to connect with you and if you felt that they intentionally disconnected the call you tried to answer. We have communicated this additional feedback directly to our team, as well as to the bank.
We have been in touch with our Comenity contacts today, and they have assured ** they will be reaching out to you again via phone this week. Additionally, when they could not get in contact with you previously,they mailed you a letter with further information; you should receive this letter very soon if you have not already.
Your continued patience is appreciated.
Sincerely,
Sephora Client Services
Customer Answer
Date: 05/10/2023
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:04/18/2023
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 order at Sephora online order number ***********. Today 4/17/23 I received my package order number *********** and most of the items where there except one; which is a ***** bronzer. I called Sephora to let them know that I didn't get the ***** Bronzer. the operators where dismissive. The operators where treating me as if I was lying and telling me there was nothing they can do. I kept telling them that the ***** Bronzer was not sent to me and they ignored me and made me feel as if I was doing something wrong. I called to let them know that I didn't receive the ***** Bronzer.I would like Sephora to either send me the ***** bronzer or refund me my money; because I'm not going to pay for an item I never received.
Business Response
Date: 05/06/2023
Dear ******,
We are sorry to hear about the continued issues you have had with a product that was missing from 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:04/17/2023
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 has a promotion, where if you get a Sephora credit card you get 25% off your order. The total for the transaction has to be under $1000, and you can use the 25% off the same day. It says those things explicitly. I applied for the credit card, got approved for well over the transaction amount, which was under $1000, but when I tried to use it the website said denied due to security. When I tried to use another credit card it said the Sephora card had to be used to use the 25% off discount.The next morning I called Sephora and got transferred to several people over multiple depts. it seems that the credit card cannot be used without the *** code on the back of the card. When I pointed out that it would be impossible for me to have that code without the physical card, and it would be impossible to have the card the same day, I was told so sorry, but thats how it is.Sephora is currently having a sale. I have already lost an item out of my basket since last night due to it becoming out of stock. If I have to wait until I get the card I anticipate *several* more items will be lost due to stocking. When I asked them to simply give me the 25% off since that was ultimately what I wanted they said no. When I pointed out I had taken a hit to my credit and met all their criteria for that discount, they again said sorry, but nothing they can do.Bottom line, they are advertising a deal that they have no intention of upholding. If you goggle this issue you will find multiple customer complaints for this exact problem spanning at least the last YEAR. Which tells me this is a problem they know about and have no intention of fixing. This is shady marketing at best and I dont understand how its legal.
Business Response
Date: 04/20/2023
Dear *****,
We are sorry to hear of the continued issues you have had in attempting to place an order with your new Sephora Credit card.
In researching the notes in your account, as well as your contacts to Sephora ****** Services, it sounds like there was an issue with the credit card number issued by ************** This may have prevented you from placing an order with your temporary Sephora credit card. We apologize for any frustration this may have caused.
While the details we have indicate that you had already been in touch with ************* to remedy the issue, if you encounter any further problems with your card, we ask that you reach out to ********************* directly; please know, ************* issues and handles all Sephora credit card related inquiries. We regret that we are unable to access any details related to your account.
As it may be helpful, we do want to point out that per the terms and conditions, any order using a temporary card must be shipped to the billing address that was included on the credit card application; if you wish to ship to an alternate address, you will need to wait until the physical card arrives so you can enter the *** code. Additionally, there is a limit of $1000 when using the temporary credit card regardless of your overall credit limit.
You have 30 days to make your first purchase with your Sephora credit card and to use the first-purchase 25% off discount, so you will likely have time to place an order once you receive the corrected physical card. To confirm, the Sephora credit card first time use discount (25%) cannot be combined with the savings event promo code, SAVENOW.
We hope these details clarify and thank you for allowing us the opportunity to address your concerns.
Sincerely,
Sephora ****** Services
Customer Answer
Date: 04/20/2023

Complaint: 19945852

I am rejecting this response because: Your response is full of irrelevant details. My cart was less than $1000. I did not try to use the offer in conjunction with any other offer. The billing address was the same as the shipping address. I met all of the criteria to get the 25% off and did not receive it, for no good reason. For no reason at all as far as I can tell.
Sephora said if I apply for a credit card and met certain stipulations I would get a discount. It is on Sephora to keep that promise. Not comenity bank. Your company had options it could have used to fix it and refused to do so. You could have called comenity to run it thru, but didnt, because our policy has changed. You could have simply taken 25% off the transaction, but didnt because thats not our policy. Evidently its not your policy to honor promises made in your advertisements.
There are complaints about this *exact* issue going back at least a year. Your company is aware of this problem and has obviously taken no steps to fix it. I say again, I dont understand how this is legal.
Sincerely,

*********************
Business Response
Date: 04/26/2023
Dear *****,
Thank you for the opportunity to address your additional concerns.
We apologize for any confusion that our original reply caused. We understand that attempting to resolve the issues with your Sephora credit card have been drawn out and frustrating and we are very sorry for this. Please be assured that we have passed your feedback to the appropriate leadership for review and consideration regarding our business partners.
As previously mentioned, we do not have access to any details of your credit card account, as all issues related to the credit card are handled by the issuing bank, ************** However, we do see that you were able to make a successful order with your Sephora credit card in the last few days, meaning you should now have a valid card. While the order you placed was not eligible for the 25% off first time use discount, as you used promo code SAVENOW,which is part of our yearly savings event, we would be happy to assist with applying the 25% off on your next order if paid for with your Sephora credit card. Per policy, clients are able to defer their 25% off credit card discount if they prefer to use SAVENOW more immediately, as you did.
Please contact us by phone at 877-SEPHORA ***************) when you are ready to place your next order and one our Beauty Advisors will be certain that your 25% off discount is applied properly.
We hope this has helped to clarify further and we appreciate your patience throughout this issue.
Sincerely,
Sephora Client Services
Initial Complaint
Date:04/17/2023
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.
A 206$ charge on my card for items I didnt even get and I disputed with my bank and they turned and still said it was me how was it when I wasnt even there
Business Response
Date: 04/19/2023
Dear ********,

Were very sorry to learn of your frustrating experience in trying to resolve your concerns with a charge made to your payment method.

After researching your account, we do not see any orders reported as missing for $206 in your account. If this is about a Sephora Credit Card, please contact ********************* directly.

As ********************* issues and handles all Sephora credit card related inquiries, we regret that we are unable to access any details related to your account or assist with your balance.

We invite you to contact either of the following numbers to resolve your ongoing issue.

Sephora **** card: ************
Sephora private label card (no **** logo): ************

Thank you for taking the time to share your concerns. We hope this information clarifies.

Sincerely,

Sephora Client Services
Customer Answer
Date: 04/19/2023

Complaint: 19945157

I am rejecting this response because: its not a Sephora credit card its my debit card

Sincerely,

*****************************
Initial Complaint
Date:04/16/2023
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.
Sephora is automatically cancelling valid orders of their biggest customers because theyre claiming they cant validate payment information during their biggest sale. I had three orders cancelled between Friday April 14 and Sunday April 16. I contacted customer service multiple times by phone and email. By phone I was told they needed to verify my information but when I provide my personal and payment information it was exactly what they had on file.A representative informed me via email on Saturday that the information had been verified and the security hold had been removed 230414-000994. I was then successfully able to place an order.I just tried to place another order today (Sunday) and it was again immediately cancelled by Sephora claiming unsuccessful authorization after I had just been told this was fixed. I verified all my information verbally over the phone. My cards and payment info are correct. Why is Sephora preventing their best customers (rouge members who spend upward of $1000 per year) from shopping their sale?
Business Response
Date: 04/19/2023
Dear *****,
Thank you for bringing your concerns to our attention.
We are sorry to hear of the continued issues youve had with your account and that the service provided by our ****** Services team led to a poor experience. Please be assured that your feedback will be shared with the appropriate leaders to address accordingly.
While we cannot speak to the exact reason that our system had declined your most recent orders, we appreciate your efforts to contact ****** Services and verify your information. We apologize again for the inconvenience this caused.
In review of your information, we see that as of today (4/19/2023),your account has been cleared for purchases. If you encounter any further issues when attempting to place your next order, you are welcome to reject this response if the complaint is still open or contact Sephora ****** Services at 877-SEPHORA ***************).
We hope this has helped to clarify the status of your account and to confirm next steps if needed.
Sincerely,
Sephora ****** Services
Customer Answer
Date: 04/20/2023

Complaint: 19942978

I am rejecting this response because:your **************** team seems to think my account is still on hold. I just got an answer back telling me I need to verify my information via phone which I did a week ago. Please have your customer service agents talk to each other because I still cant get a straight answer.
my account has been in security hold on and off since last week and no one can tell me whether it is still in a hold or not or why
Sincerely,

*********************
Business Response
Date: 04/23/2023
Dear *****,
Thank you for the opportunity to address your additional concerns.
We apologize if when you contacted Sephora on 4/20/23 that you were given conflicting information. We have forwarded this feedback to the appropriate leadership to avoid this from happening again the future.
After further review of your account, we can see that you were able to successfully place an order on sephora.com on 4/21/23. While we do not anticipate further issues, please feel free to reach out to Sephora ****** Services if you encounter additional problems; our team would be happy to help.
Sincerely,
Sephora ****** Services
Customer Answer
Date: 04/24/2023
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:04/14/2023
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 April 14, 2023, I was making an online order/in store pick up using this companys app. I have been a customer for several years and have used the app successfully for just as long. Additionally, I am frequently asked to apply for a credit card for this company. I decline typically as the benefits have not matched my other credit card companys benefits in the past. That being said, today I was offered via an online line to apply for a store credit **** card and receive a 25% discount. When reading the terms and conditions, it stated that I would be able to use the temporary card immediately, as well as the discount would be applied to my current order (as I had not completed it yet). Since the discount was greater than the one I was already receiving and the benefits of the card had improved, I decided to go ahead and apply. I was immediately approved and a temporary card was loaded onto my account. When I went to complete the purchase, I was given an error. The error stated, For security reasons, we cannot accept your temporary credit card with Sephora for this purchase. Please change your payment method. Your new credit card with Sephora is on the way and you can use it soon. Since I still needed the items, I switched to my other credit card on file and completed the order. I called customer service and was told at that time that the card would NOT go through online because it required a CVV - which of course I did not have because I do not have a physical card. She advised that NO order would go through online and that the best that they could do is try to force the order through on their end; this would require me to risk being charged on both cards. The website and application use false advertisement to entice customers to apply for a card. By their own system limitations, they cannot provide the services and discounts they advertise.
Business Response
Date: 04/20/2023
Dear ***,
We are sorry to hear of the continued issues you have had in attempting to place an order with your new Sephora Credit card.
It is true that once approved for a Sephora Credit card, a temporary version of the card is saved to your Sephora.com account. With limitations, your temporary card is available for use without the *** code until your physical card arrives via mail. We are sorry that this has not been the case for you and that you are being asked to enter the *** code upon checkout.
In review of your account, we are not able to identify the specific reason you are being required to enter the *** code for use of your temporary card. However, we would like to point out that per the terms and conditions, any order using a temporary card must be shipped to the billing address that was included on the credit card application. If you wish to ship to an alternate address, you will need to wait until the physical card arrives so you can enter the *** code.
Please note, we currently are in the middle of our Sephora Savings Event. Depending on a clients Beauty Insider tier, they may be eligible for a promotional discount of between 10% and 20% off of any order placed during this time using promo code, SAVENOW. To confirm, the Sephora credit card first time use discount (25%) cannot be combined with the savings event promo code.
We were made aware that a member of our team had reached out to you via phone in an effort to further discuss the issue and to help troubleshoot.You are welcome to reply via the BBB or reach out to the team member directly;information for contacting them should have been left in the voicemail left for you.
Thank you for the opportunity to address your concerns.
Sincerely,
Sephora Client Services
Initial Complaint
Date:04/14/2023
Type:Billing 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 morning I placed an order with Sephora online and the site had multiple places where it kept telling me if I opened a credit card with them I would save 187 dollars and some change. I had all my items in the cart and had applied the discount coupon for 20% off so I assumed the $187 savings was in addition to the 20% percent code that was applied. Once I did the application and attempted to add the savings for opening a credit card an error message appeared that you couldnt use both. This seemed like deceptive practices to get consumers to open a credit card. If it had said youll save an additional 5%, which is my case, I would not have opened the card. I would like my application withdrawn with no impact to my credit score.
Initial Complaint
Date:04/11/2023
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 tried to redeem my Sephora reward points for their reward product the $100 gift card. However, I got rejected three times because of unsuccessful authorization. The first time it was rejected , I called them and they said they need to submit an authorization form. They stated that after the form was approved, that redeem points order will be re-processed and I would be able to get the $100 gift card. They said that only needs 2 business days. But after a week seeing the order status is still canceled, I called them again. This time they stated that the authorization has been approved but they can never re-process canceled orders. They asked me to wait for that reward product to be back in stock and place another order. And they guaranteed this time it wont be rejected. So I decided to trust them again and this morning I tried again. Unfortunately, this time my order got rejected again!!!! And the same reason unsuccessful authorization! I called them again and they said that is because I am using my husbands card and it doesnt match with the account name. But I also placed 2 other orders for make up items, same card, same account, they all went through!!!! Sephora just does not allow me to use my points for their reward gifts! This time after calling customer service, still the same thing, submit an authorization form and wait for next time. Can I still trust them? NO!
Business Response
Date: 04/13/2023
Dear ******,

Were very sorry to learn of your experience with redeeming the Rouge Reward. We know this matter can be frustrating and we thank you for your patience.
Order Management team has reviewed the issue and you should be able redeem the Rouge Reward with no issue once it is available on our site/Sephora App.

Sincerely,

Sephora Client Services
Initial Complaint
Date:04/09/2023
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 on 04/07/2023. The order number is: ***********! I never received my package and no one is willing to assist. I reached out to the carrier and they informed me that the package was delivered unfortunately to the wrong address and they informed me to reach out to the shipper ( Sephora ) for a replacement or refund as Im NOT the shipper. I reached out to Sephora and they are unwilling to refund me for my missing parcel!!
Business Response
Date: 04/11/2023
Dear *******,

We are sorry to hear of the order *********** you did not receive.

In review of your information, we see you have already been assisted with a refund and that the issue has been resolved. It can take up to 7 business days for you to see the funds reflected in your Klarna account.

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

Sincerely,

Sephora ****** Services
Customer Answer
Date: 04/13/2023

Complaint: 19914876

I am rejecting this response because:
I was rudely treated over the phone and I was rudely dismissed. Something needs to be done for the incovence that this has caused.
Sincerely,

********************************
Business Response
Date: 04/19/2023
Dear *******,
Thank you for the additional opportunity to address your concerns.
We are sorry that your experience in contacting ****** Services did not meet your expectations and for any frustration this situation may have caused. You can be assured that your feedback has been documented and will be reviewed by the appropriate leadership; it will also be used for our continuous improvement program. Please know, we cannot share specifics on any action taken regarding specific employees due to privacy, but we can confirm that any concerning behavior will be appropriately addressed.
While no further compensation will be offered, we would like to reaffirm that you were accommodated for the order in question on 4/10/2023.
Thank you for your understanding.
Sincerely,
Sephora ****** Services
Customer Answer
Date: 04/19/2023
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,

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

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