Business Profile

Skin Care

Sephora

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Important information

Customer Complaint:
BBB’s business profile for Sephora was created in February 2000. A review of complaints was completed in November 2024. Consumers with issues related to their order are urged to review the following links.

Order Status & History & Sephora Customer Service.

Complaints

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

Customer Complaints Summary

960 total complaints in the last 3 years.
356 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/05/2023
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.
Hi so I was given a few years ago 2 gift cards at $150.00 each card that was purchased at a Sephora store inside of JCP. Now that Im trying to make an order I find out that Sephora is not contracted with JCP anymore so I tried calling them and I was told that yes I cant use it at Sephora I could only use it as a gift card for JCP which I told them I dont shop at JCP the cards was purchased at Sephora which isnt my fault there not contracted with them anymore and they should be able to do something about it to fix it so I could buy thru them, which I was told thats the only solution they can give me. The gift cards dont expire and its from Sephora so they should be responsible in giving me a replacement to use at there store since Im unable to buy the makeup I wear thru JCP in what they offer. I couldnt reach any corporate number and was only able to talk to costumer service each time I called.
Business Response
Date: 04/11/2023
Dear ****,
We are sorry to hear that you have had issues redeeming your gift cards; we can understand your frustration. Additionally, we are sorry if your experience in working with our **************** team did not meet your expectations.
We can confirm that you were correctly advised regarding the use of your Sephora inside JCPenney Gift Cards. As all Sephora inside JCPenney stores are now closed, any remaining Sephora inside JCPenney Gift Cards must be redeemed at JCPenney for JCPenney merchandise. This is because Sephora inside JCPenney Gift Cards would have been originally purchased through JCPenney systems,despite the Sephora inside JCPenney logo displayed on the gift card.
To confirm, Sephora inside JC Penney Gift Cards are not redeemable at Sephora stores, at Sephora at Kohls stores, or on sephora.com.Additionally, we are not able to transfer the balance to a Sephora Gift Card. We apologize for any disappointment this may cause.
We hope this helps to clarify and we appreciate your understanding.
Sincerely,
Sephora Client Services
Customer Answer
Date: 04/17/2023

Complaint: 19902154

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:04/03/2023
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.
In 2019 I redeemed a significant of reward points for makeovers at Sephora, due to the pandemic I was unable to use them and everytime I connected with an employee I was told either that they didn't know when the service would return or that my points couldn't be returned to me. I've been in a holding pattern since and now they no longer makeovers with points but at no point did I receive my points back. The makeovers simply disappeared from my account. Certainly it wasn't safe to have the makeovers done during the pandemic but the issue is that no return of the points I spent or anything of similar value provided.
Business Response
Date: 04/05/2023
Dear *******,
To best assist you with your concerns, weve sent you an email to the address used in submitting your review.
We look forward to speaking with you directly.
Sincerely,
Sephora Client Services
Initial Complaint
Date:04/03/2023
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.
Missed my payment by a day because I had computer issues and even tried to call in and was disconnected 2 times. My payment went through for the full *** and I was charged a late fee (which makes sense). However I called in to them explaining my issue and was talked down to by one of their inferior customer service reps and told no we cannot credit the late fee as you were late and already given a courtesy credit a year ago! Wow. So emailed in explaining my situation w/the hopes it would be waived and was replied to by another sarcastic customer service rep who spoke down to me in a very demeaning manner. I only owed $30 on this card so it was ridiculous that now I was charged another $30 for a late fee. Needless to say most creditors are happy to help out nowadays. I also received notification of a $20 credit I was supposed to get back in Jan for a mistake they made in some add, which I never received. Lastly, the customer service in the store is the absolute worst I have ever received. It's hard to believe they even employee these women who have zero personality. Such a disappointment. What is going on in the world? Scary to say the least.
Business Response
Date: 04/04/2023
Dear ******,

Were very sorry to learn of your frustrating experience in trying to resolve your concerns with your Sephora credit card.

************************ 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): ************

We hope these details clarify and thank you for allowing us the opportunity to address your concerns.

Sincerely,

Sephora ****** Services
Initial Complaint
Date:04/03/2023
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.
Sephora is advertising a gift set that gives you samples and a coupon to redeem a full size fragrance of your choice. When it first went on sale the details of the product said you could get a 1.7 oz ***** flora ******* with the coupon. When I received my order the coupon said I could only get the 1.0 oz bottle of that *******. **************** first said it was a misprint on the coupon, and when I tried to redeem the coupon for the 1.7oz and it didnt work they then said that it was a typo in the product description. Any reputable company would honor their mistake instead of blaming the customer for their typo. The also arent allowing customers to return these sets. Theres a $28 difference between the 1.0 and 1.7 oz bottles. I attached photos of the product description and CS chat when I bought and received the set, and also photos of the website description now (after they updated it!) and product reviews of other customers complaining about the discrepancy.
Business Response
Date: 04/05/2023
Dear ********,
To best assist you with your concerns, weve sent you an email to the address used in submitting your review.
We look forward to speaking with you directly.
Sincerely,
Sephora Client Services
Initial Complaint
Date:04/02/2023
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 purchased a candle set as a Christmas gift, but the recipient, who has young children, was afraid to light any candles in her house. So, I requested a return on Sephora's website and sent it back in pristine, unopened condition. A couple of weeks later (January 24th), I received email verification that the item had been received and to expect a refund within 10 to 14 business days. After reviewing my credit card statements over the last couple of months, I noticed that I still have not received the refund, so I spoke to a Sephora representative via chat this afternoon (April 2nd). She told me that even though I had sent back this unopened brand new item in perfect condition within the allowable timeframe, it was not eligible for a refund. She claimed that the website had fine print that stated this, and that the certificate inside the box also stated this. However, once the item had sold out, the item was removed from the website, so I had no way of checking on this. Furthermore, as the box had not been opened, and this information was not printed on the box itself, there was no way for the gift recipient to know that it was not returnable. The invoice did not state it was non-returnable and furthermore, the website return process approved a return, allowing me to create a return slip and send it back. Lastly, the warehouse that received it acknowledged receipt but never responded it was not eligible for return (for months). They did not send the box back to me, nor offer store credit. This feels deceptive and unlawful (if an item gets sent to them that they approved a return for, and they receive it in impeccable saleable shape, they should offer a refund/credit or send it back to the customer minus shipping fees).
Business Response
Date: 04/06/2023
Dear ****,
To best assist you with your concerns, weve sent you an email to the address used in submitting your review.
We look forward to speaking with you directly.
Sincerely,
Sephora Client Services
Customer Answer
Date: 04/06/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable. However, I urge Sephora to do a better job of ******************** considered final sale by including such a disclaimer in large/obvious print on the web page, and also note it during checkout and on the invoice, instead of expecting customers to review several pages of fine print.

Sincerely,

Moni
Initial Complaint
Date:03/31/2023
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 November 23, 2022 at 11:44 Am I made a purchase at Sephora located at **********************************. I then returned Two items totaling a total of $70 on November 28,2022 at 1:48 pm at the Union Square ********************** Unfortunately, I keep getting a bill which is charging me the $70 plus interest and late fees meanwhile I already paid the rest of my bill. I went to the store to speak with a manager and called them multiple times through customer service and they keep calling me and telling me that I need to pay. However, I have a physical receipt that shows and proof that I returned the items.
Business Response
Date: 04/04/2023
Dear *******,
We apologize for any confusion regarding your return. Please allow us to clarify how your return transaction was processed at our Union Square location.
Our records confirm you had made a purchase at our 5th AVENUE store on 11/23/2022; a total of $239.58 was charged to your Sephora Credit Card. On 11/28/2022, you visited our Union Square store to exchange one of the items from your 11/23/22 purchase. The ******* Super Multi-Corrective Anti-Aging Face and Neck Cream (#******* - $70) was returned and two new items were purchased, the MAKE UP FOR EVER Step 1 Primer Hydra Booster (#*******) and the MAKE UP FOR EVER HD Skin ******************************** (#*******); the price for each was $29.25 and $32.25 respectively, after a promotion discount was applied.
Because this transaction was processed as an exchange, the new items you purchased were deducted from the $70 item you returned. After the tax calculation, you were owed $9.25, which was provided to you in the form of cash. For this transaction, nothing went back to your Sephora Credit Card and you would still be responsible for any charges previously made on your credit card.You can see this detailed in the receipt you included with this complaint.
To confirm, we do see that you made another exchange on 12/10/22;the MAKE UP FOR EVER HD Skin ******************************** (#*******) was returned and two additional items were purchased. The overage for this exchange was $17.05, and it did go back to your Sephora Credit Card.
Please know, 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. Should you have further questions regarding your Sephora Credit Card, we invite you to contact either of the following numbers for further assistance.
Sephora **** card: ************
Sephora private label card (no **** logo): ************
We hope these details clarify and thank you for allowing us the opportunity to address your concerns.
Sincerely,
Sephora Client Services
Initial Complaint
Date:03/31/2023
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.
On 2/15/23 I placed an order with Sephora.Order number *********** totaling in $404.46.On 2/21/23 most of the order was delivered in a package which arrived damaged. The Nars liquid blush item was broken and spilled all over the other items which were damaged and unusable. I contacted Sephora and explained these details. The res ********* *** said he couldnt give me a refund or replacement but that I could return the items. I returned them and received an email from Sephora saying that the items were more than gently used and that they would not be accepting the return, they would not be refunding me and that I would not be getting the products back. So now I am out 404$ with no items.
Business Response
Date: 04/06/2023

Dear ******,
To best assist you with your concerns, weve sent you an email to the address used in submitting your review.
We look forward to speaking with you directly.
Sincerely,
Sephora Client Services
Customer Answer
Date: 04/06/2023
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:03/30/2023
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.
$464.28 This business hasnt provided anything but a headache. The customer service is a joke, I get a different response on the phone than in the chat. They are refusing to give me my money back, even though they sent me information stating that my items were returned.The dispute was closed. No one did a thorough investigation. It was closed 16 hours after it was open. (March 9, 2023-7:53 pm to March 10, 2023-12:13 pm)The business has not tried to resolve the problem at all. Im constantly being lied to and given the wrong information or simply not being helped at all.Order Number: *********** Tracking Number: 1Z5R68920375711723
Business Response
Date: 04/05/2023
Dear ******,
We are sorry to learn of the ongoing issues you have had with your order, # ***********, and apologize if the service you received from our ************** team did not meet your expectations. This feedback will be passed on to our leadership for review.
As we know this may have been a confusing and difficult situation, our corporate team wanted to ensure all research was completed before replying, which we have done. Our Operations team has been in direct contact with our *** contact at the corporate level. Despite a note indicating your package was being returned to sender, we were told that this was posted in error. *** has confirmed through a GPS trace that your package was successfully delivered to your address on 3/9/23. If you review the tracking details, you can see that the package tracking stops at your address and does not show any movement back to Sephora after delivery. It is for this reason that we are not able to provide you a refund or reshipment for this order. We apologize for any disappointment this may cause.
We hope this has helped to better clarify.
Sincerely,
Sephora **************s
Customer Answer
Date: 04/08/2023

Complaint: 19874681

I am rejecting this response because: Theres no way Sephora got it wrong and sent me that email, theres no way that the same system I was told to watch for updates on my order was wrong and theres no way not one but 3 Sephora representatives told me my order was indeed shipped back and to wait on the refund. So, therefore you can release my funds or Ill keep filing against you and also will contact an attorney, since youre obviously scamming me out of my money. I could see if I didnt have any proof that the order was shipped back but I do so therefore send me my money back. I will not stop. This is my hard earned money that youre taking for something that has clearly been returned.

Sincerely,

Catera ***********************
Business Response
Date: 04/19/2023
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:03/29/2023
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 purchased items 1/7/23 and wanted to only return five items that caused an allergic reaction. I contacted Sephora for return authorization and was told to ship before 2/7/23 for refund. That supervisor did not say my return would be denied processing. Sephora emailed me on 2/23/23 stating the items were received and promised refund within 10 days. The tracking info shows the delivery. It is now 3/28/2023 and Sephora has refused to refund the order.From 2/4/23 until 3/28/23, I did not receive an indication of any issues with my account. I was not notified! This instance seems unfairly personal and fraudulent. Sephora misled me to wait for over a month and is just now stating the items wont be returned. Ive paid for the items, why not just send replacements out or be courteous and refund this order? My account was locked on 3/23/23 but received email on 3/28/23 that I was free to shop at my own risk. I tried to redeem my points but the order was cancelled. Their supervisor ****** confirmed Sephora has not sent me any warning letter as regarding returns. The supervisor has an ego and blocked me for being concerned about my money. Her condescending behavior is disrespectful and unwarranted. I am due close to $1000 for return.Your policy is inconsistent and changes based on which representative I talk to. The contradiction of being told I can still purchase but my orders being cancelled. This is extremely frustrating as a customer when a retailer refuses to honor their promise. Sephora has done nothing to address my concerns or frustrations.
Business Response
Date: 04/08/2023
Dear S,
We are sorry to hear about your experience with your order.
We are actively investigating this with our **************** team. Please know, we take your feedback very seriously and hope to have an update for you soon. Please reject this reply within the BBB portal so that we can respond again to your concerns once we have further information.
Thank you for your patience.
Sincerely,
Sephora Client Services
Customer Answer
Date: 04/09/2023

Complaint: 19866941

I am rejecting this response because: Per business response to research the issue. I hope they do the right thing and we can settle the case.

Sincerely,

S Knight
Business Response
Date: 04/19/2023
Dear S,
We appreciate your patience while we worked to resolve this for you.
We can confirm that this issue has now been resolved. A separate email was sent to you on 4/12/23 to confirm the details of how we were able to make this right for you.
Should you need further assistance, please contact Sephora ****** Services via phone at 877-SEPHORA *************). Your account has complete notes with all details of the issue and resolution.
Sincerely,
Sephora ****** Services
Initial Complaint
Date:03/29/2023
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 three orders of $122.39 each on the Sephora website on March 18, March 19 and March 23, and was told by Sephora customer service that the authorization had been cancelled, but my bank told me that all three orders were in the process of being authorized.
Business Response
Date: 04/05/2023
Dear ******,
/We are sorry to hear about the continued issues you have had with pending authorizations on your credit card.
When attempting to place an order on sephora.com, even if unsuccessful, as was the case with the three orders in question, an authorization is attempted on the credit card entered. While it can take several days, depending on your bank, authorizations are typically released with 10 business days.
We have verified that all authorization holds related to your three attempted orders have been released. Below we have listed the order date,order number, and authorization release date.
March 18, 2023 *********** Auth released on 3/20/23
March 19, 2023 *********** - Auth released on 3/20/23
March 23, 2023 *********** - Auth released on 3/23/23
Should you have further questions about the authorizations on your credit card, we recommend reaching out to your bank directly.
We hope this information has helped to clarify.
Sincerely,
Sephora Client Services

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Sephora is NOT a BBB Accredited Business.