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

961 total complaints in the last 3 years.
357 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:03/24/2023
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 purchased four orders from sephora in March 15, and In the morning of the March 17,I received two packages from sephora and when I opened them, I just found only three items and four samples in that twopackages. The items of this two order #*********** and #*********** went missing(seperately cost ****** and ******), I did not get any of this. What I received is an eye mask and a shower oil and a hand cream, which also means that the order#*********** missed the mural essence too which cost ****** including tax. Generally speaking, you will be given two samples with each purchase and I only get four samples so I think sephora just didnt package all the thing that I bought, what they had packaged are only two orders.The carrier just took one photo which shows that there are only two packages in front of my door and upload it into the four orders so when I ask sephora to refund, they just told me the systems could not process a reshipment or a refund because they have assisted me in other instances for order issues. And Sephora told me to contact with the carrier to know how weight of my packages and I have tried to reached out for the fleetoptics and filled in the form about the inquiry of my packages, but they just said they don't know the weight of my packages.Attached are the photos when I opened it and the chatting logs with the advisor with sephora.Thank you for your help!Sincerely,
Business Response
Date: 04/04/2023
Dear Hongyuan,
Thank you for allowing us to address your concerns again regarding these orders. We see you had submitted a BBB complaint (#********) on this same issue previously. We had responded to that complaint via the BBB and separately via email.
We again apologize if you did not receive orders #*********** and #*********** and if you had a missing item from order #***********. As mentioned in our initial response, we are unable to offer a reshipment or refund for these orders due to the previous accommodations made, which included a refund for the following orders:
Order #*********** March 2023; missing and damaged items
Order #*********** March 2023; missing order
Order #*********** March 2023; missing order
Overall, you have reported issues with six of the seven orders you have placed in March 2023. Given that this level of discrepancy in your shopping history is extremely uncommon, especially in such a short time, any future orders you may place would be at your own risk.
After further review of your account, we can see that multiple credit card disputes have been filed for the orders in question. The outcome of these disputes will be up to your bank and is out of our hands. We recommend reaching out to your bank if you have further questions or need an update on the disputes you have filed.
Please be aware, per Sephora policy, no orders will be accepted while the disputes remain in progress.
We hope this information better clarifies.
Sincerely,
Sephora Client Services
Customer Answer
Date: 04/04/2023

Complaint: 19631170

I am rejecting this response because:

Thank you for replying!

Again I think it is not my fault for not receiving all the items and regarding the orders that you said were refunded, some of which I didn't even receive the package and I think you should let carrier to handle the packages to customers personally. Before receiving you response form the last complaint, I have submitted This new complaint. About the dispute I filed with the bank about these transactions,I will end the disputes if bbb can successfully address my case, and normally I think bbb can work efficiently.
Sincerely,

***********
Business Response
Date: 04/10/2023
Dear ********,
We are happy to further clarify where this issue currently stands.
Please know, we will not be able to override our systems decline to refund you for the orders you have reported as lost or having missing items. This is because we have already accommodated you for other reports of order issues and because it is highly uncommon for any client to report having issues with six of seven orders, all placed within a short time. I apologize for any disappointment this may cause.
As previously mentioned, you have now filed multiple credit card disputes with Sephora. The disputes will need to play out from here. Please reach out to your bank directly with any questions on the status of the disputes filed.
Thank you for your understanding.
Sincerely,
Sephora Client Services
Initial Complaint
Date:03/23/2023
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 was in the store last night at aprx 6:20pm with my date and he wanted to buy me my favorite gift set of perfume and a couple pieces of ********** make up because I lost my make up bag. There was this real nice lady helping me and she got the $159 perfume set and left it on the counter for me to purchase after I went and found the make up that I needed. I asked the girl that was helping me if it was only one manager now today and she said yes and put it at a manager, I responded to the sales associate that I didnt wanna speak to her because she didnt even speak or aknowledge me when I came in the store. Next thing you know, that manager ran across the room to wear me in the sales associate speaking, told me that every time I come in there, I cause confusion and that Im not gonna be talking about her and her face, and told me that I can leave the store. I was a part of flabbergasted. I didnt have a clue what she was talking about. So I asked her why did I have to leave? Im not doing anything. She got in my face, instead of the last time I was in there, I was talking about her following me around the store. I dont know what shes talking about. I dont know how she got me mistaken with someone else. the last time I was in that store, I bought some of the ***************** make up and she wasnt even in there and I told her this, she said well, you know what I mean it was shaking her head all in my face saying over and over and over. . You know what I meanI have never been so humiliated and embarrassed of my whole life. Customers were looking, her sales floor, clerks were looking, my date who was buying the $150 gift sit and visit I was on the make up was looking, and he told me to come on. Lets go he wasnt paying anything in there with her treating me that way. I called corporate customer service while in the store and filed a complaint with him. And I left the store with my hand and shoulders down embarrassed.
Business Response
Date: 03/29/2023
Dear ******,
We apologize for your experience at our ********** store and for how you were made to feel. We aim for every client to have a welcoming,respectful, and equitable experience when shopping with us, and we are sorry to hear that your recent visit did not live up to these standards.
Feedback like yours is taken very seriously, and we have already shared it directly with the right leaders within our retail division to investigate what occurred and take the steps necessary to ensure it is addressed appropriately and promptly.
Please expect a contact directly from a member of Retail Leadership who oversees the ********** location. They should be reaching out to you within the next couple of days. Your patience is appreciated.
Thank you for taking the time to share your concerns with us.
Sincerely,
Sephora Client Services
Initial Complaint
Date:03/17/2023
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.
order number #*********** I bought a $1,000 item at Sephora, and they chose lasership, a very rubbish shipping company. This shipping company sent my package to nowhere, or the driver stole it. I contacted the shipping company, but no reply. I still haven't received the package. Sephora refused to refund me because the address where I received the package was the warehouse address. Excuse me, I work here, so where should I send the package? I didn't receive the package, the shipping company and the merchant don't care, so my $1,000 is gone? Sephora can check with the shipping company, how many times have I complained about not receiving this package, let them investigate and refund me. Really very angry.
Business Response
Date: 03/21/2023
Dear ****,
We are sorry to learn you did not receive your order # ***********. LaserShip reflects delivery of the package on 3/8/23 at 11:41am.
Per the terms and conditions on Sephora.com, we are unable to offer replacements or refunds for orders or items that are reported missing or damaged that we reasonably believe to have been delivered to a parcel forwarding company. Any order addressed to a parcel forwarding company is placed at your own risk. Sephora is not responsible for lost or stolen packages.
More information can be found here: *************************************************************************************
To confirm, the address provided on the BBB complaint is different than the shipping address you selected for delivery on your order;your order was delivered to a location in ******, **.
For further help with retrieving your package, we recommend following up with LaserShip.
We hope this information clarifies.
Sincerely,
Sephora Client Services
Customer Answer
Date: 03/22/2023

Complaint: 19617068

I am rejecting this response because:
No help
Sincerely,

Oaka Oaka
Business Response
Date: 04/06/2023
Dear ****,
Thank you for the opportunity to address your additional concerns. We apologize for any frustration that has come from this situation.
As previously relayed, because your most recent order was confirmed as delivered, and that any order shipped to a freight forwarding address is at a clients own risk per Sephora's terms and conditions, we must uphold our decision to decline a refund accommodation. You are welcome to contact the carrier if you have further questions about the delivery.
We appreciate your understanding.
Sincerely,
Sephora Client Services
Initial Complaint
Date:03/17/2023
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 placed an order on Feb. 19 for $80.25. I shipped it back for a refund on Feb. 27. According to the tracking number, they received the item back on Mar. 1. I was told that I would be getting my money back within **** business days, meanwhile it has been over two weeks (Mar. 17) and I still have not received my refund. I tried contacting Sephora customer service multiple times and they told me the same thing. I tried contacting the companys CEO and he ignored me. I am tired of this and just want my money back on the item that I returned over two weeks ago. I have been a Sephora customer for about 15 years but after this awful experience I will be sticking with Ulta and Nordstrom for my beauty purchases.
Business Response
Date: 03/21/2023
Dear *******,
We apologize for the delay in processing your return.
Our research shows that your item was received at our distribution center on 3/1/23. We can confirm that your return was processed today, 3/21/23; a refund of $70.25 has been applied back to your original method of payment, a Discover card, and $10.00 was applied as online credit, as you had used a $10.00 gift card when placing your 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: 03/21/2023
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:03/16/2023
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.
My order with Sephora was placed online the morning of October 28, 2022 for products totaling $206.78. I chose Sephoras free DoorDash SAMEDAY delivery service. My address given was my building entrance at **************************, where I successfully receive deliveries daily from ************************ , DHL, Ubereats, and all other delivery vendors. Order #*********** Items were never delivered to my apartment building. The next day, when I did not receive my order in the mail room or out front of my building doors, I checked my delivery status on the Sephora.com website. On my account/order status page was a photo of a striped Sephora bag dangling from OUTSIDE a gate around the corner, one city block distance from my address. When I walked down to the gate, there was no Sephora bag. Presumably stolen or removed by passerby because they were hung on an exterior gate, not delivered to a secure location anywhere close to my address/building. I am seeking to have my account UNLOCKED and balance of $206.78 (for items never received nor delivered to my given address) REMOVED from my account.I have contacted Sephora customer service via phone 5+ times over the past 4 months to resolve this matter, including conversations with their ********************** I was told that because I disputed the charge through my bank/credit card (and not Sephora directly) my account would remain locked until I paid them for the merchandise I never received. It is Sephoras position that my items were "delivered" although they cannot verify where/the location. The photo of the Sephora bag dangling from a gate is no longer available on my Sephora account. I was told by a Sephora Rep that because so much time had passed it was removed from the site. My bank has also been negotiating my dispute with Sephora since November 2022 regarding this error, and has been met with resistance and stonewalling from Sephora's ******************* who demands payment in order to unlock my account.
Business Response
Date: 03/22/2023
Dear June,
We are very sorry to hear about the continued issues you have had with your missing order and that your contacts to our *************************** did not meet your expectations. This is not what we want for our clients,and you can be assured that your feedback has been forwarded to the appropriate leaders for consideration.
After further research, and in working with our **************** team, we can confirm that your account has been restored to an active status; meaning, you are now cleared to make purchases. Additionally, in working with your bank, the team was able to determine that no further payment is required from you to make online purchases. We apologize for any confusion that *** have stemmed from your previous contacts.
Should you need further assistance, please feel free to contact Sephora ****** Services via phone at 877-SEPHORA *************). Your account has notes regarding the issue and resolution, so anyone you speak with would be aware.
Thank you for allowing us the opportunity to address your concerns.
Sincerely,
Sephora ****** Services
Initial Complaint
Date:03/15/2023
Type:Sales and Advertising 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 7th, I did an online in the Brea location. The form of payment was through Klarna. I had 2 separate transaction returns, however they were both put on the same receipt. The following day, one of the items was returned successfully to my Klarna account, however the other one was not. I reached out to Klarna to research what happened. They provided the Sephora customer service number to call. Upon calling the customer service number, I was told I had to call the store. I called the store and a recording came on stating the store was closed until June 20th. I called back customer service and explained this and was told once again I had to call the store. I asked to speak to a supervisor (this was March 15th at approx. 11:50am), I was put in touch with a male that stated he was a supervisor, I explained the situation and he just kept repeating that I needed to call the store even through the store was closed. He said he could not help me with any other information, could not direct me to someone who could and that my only option was to call the store (which again is closed). I am out my refund amount due to actions of Sephora and their only solution is to wait until June 20th and contact the store once they re-open.
Business Response
Date: 03/23/2023
Dear *******,
We are sorry to hear about the continued issues you have had with your Klarna refund and that your contacts to Sephora ****** Services did not meet your expectations. This is not the experience we want for our clients,and we have forwarded your feedback to the appropriate leadership for review.
After further research, we can confirm that instead of each returned product being refunded back to their individual Klarna transactions,both items were refunded to the Klarna purchase associated to order #***********.This created an overage under this transaction, and made it appear that no return was made under order #***********. We know that these details should not be your concern, but we feel it is important to be transparent regarding what occurred.
Please know, as the funds were returned to Klarna, Sephora no longer has visibility on exactly where they were applied, nor can we access them. We have been in contact with ******, and their team will be reaching out to directly very soon, if they have not already, to resolve this for you.
Should you need further assistance, please feel free to contact Sephora ****** Services via phone at 877-SEPHORA *************). Your account has notes regarding the issue and resolution, so anyone you speak with would be aware.
Thank you for allowing us the opportunity to address your concerns.
Sincerely,
Sephora ****** Services
Customer Answer
Date: 03/24/2023

Complaint: 19600397

I am rejecting this response because: I still have not received a refund. Sephora is who processed he returns incorrectly and therefore need to be the ones that correct the situation.

Sincerely,

***********************
Business Response
Date: 04/05/2023
Dear *******,
Thank you for the additional opportunity to clarify. We apologize that this issue has caused further frustration and confusion, though we are happy to clarify.
You are correct that the refunds were processed by Sephora,however, regardless of how the funds were allocated during the store transaction, all funds owed to you were returned to Klarna. As Klarna is a separate entity, we regret that we no longer have jurisdiction over the funds involved.
As of 3/27/23, Klarna has confirmed they were able to correct the issue and assured us they would be reaching out to you directly to explain, if not already, very soon.
We hope this has helped to better clarify.
Sincerely,
Sephora Client Services
Initial Complaint
Date:03/15/2023
Type:Service or Repair 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 two orders with Sephora on the 13th of March and it showed a successful delivery this morning, with the courier taking pictures on the system. First of all, I went out to get the package,but there was nothing, I bought such an expensive order(cost over 900), why did not the courier personally handed to me, but not even knock on the door just to put package in front of my apartment, secondly, I bought two orders, before the order delivered, I contacted with customer service and she said there will be two packages, but the picture shows only one, and finally, I did not get the package, customer service at first said that she would send a replacement which won't charge, and it would be able to cover everything I didn't receive, and then another service said that she will only send a replacement for the cheap single order, and not for the expensive one.This is the first time I bought something from Sephora just ran into this kind of thing, which is really annoying.Translated with www.DeepL.com/Translator (free version)
Business Response
Date: 03/21/2023
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: 03/21/2023
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,

Hongyuan Ji
Initial Complaint
Date:03/09/2023
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 11/29/2022 I placed order #*********** which included redeeming **** points for a $100 Rouge Reward. On February 27th, while attempting to finalize my order and redeem the $100 Rouge Reward, I tried to enter a promotion code and the $100 Rouge Reward disappeared from my shopping cart. Id like to have another $100 Rouge Reward issued to me in exchange for **** points. If possible Id like to exchange **** points for a $100 Sephora gift card in order to avoid any other issues. Im requesting **** points be removed from my account and my $100 Rouge Reward be reinstated or a gift card be substituted for the reward per Sephora policy:Sephora may, in its sole discretion, alter, limit, or modify the tier rules, regulations, benefits, eligibility for membership, or any other feature of a particular tier or may terminate a particular tier at any time in its sole discretion, without prior notice except as expressly set out in these Terms or required by applicable law.Rewards are subject to change, alteration, substitution, or termination by Sephora in its sole discretion at any time.Benefit subject to change, alteration, or termination by Sephora in its sole discretion at any time.Sephora may, in its sole discretion, alter, limit, or modify the Program rules, regulations, benefits, Rewards, eligibility for Membership, or any other feature of the Program (including assigning any of its obligations to customers under the Program at any time to another person or entity, without recourse) or may terminate the Program any time at its sole discretion, by posting any such changes on the Sephora website.
Business Response
Date: 03/09/2023
Dear ******,
We apologize for the issues you have experienced with your Rouge Reward. It would be our pleasure to further explain our policy for the use of Rouge Rewards and the steps that have already been taken in this case.
We see that you redeemed ***** of your Beauty Insider points for a $100 Rouge Reward on 11/29/2022. Per our terms and conditions, which you would have been required to acknowledge at the time your Rouge Reward was issued, Rouge Rewards will expire if not used within 90 days. In review of your account, the Rouge Reward in question expired on 2/27/2023.
While expired Rouge Rewards are not eligible for reinstatement, nor can we return the ***** points or provide you $100 in the form of a Sephora gift card, we can see that you contacted our ********************** on 2/28/2023 and our team was able to make a rare exception to reissue your ***** Beauty Insider points. We are glad to see they were able to accommodate you in order to avoid a complete loss of your Reward.
To confirm, our Rouge Reward policy states, Rouge Rewards expire 90 days from the date of the confirmation email notifying you the Rouge Reward value is in your Beauty Insider account. We have included a link to our full policy below if you wish to review further.
***********************************************************************************
Please be assured that if/when you reach Rouge status again by meeting the purchase requirements, you will be eligible to redeem a new Rouge Reward. In the meantime, you are welcome to use your points towards Beauty Insider Cash (redeem 500 points for $10 off of a merchandise purchase) or choose from a variety of the other great Rewards currently available in our Rewards Bazaar.
Thank you for allowing us to assist you and we hope this information helps to clarify.
Sincerely,

Sephora Client Services
Customer Answer
Date: 03/13/2023

Complaint: 19562041

I am rejecting this response because:Im requesting that the **** points be removed from my account and my $100 Rouge Reward be reinstated or a gift card be substituted for the reward per Sephora policy stating that Sephora can alter or substitute rewards:
"Sephora may, in its sole discretion, alter, limit, or modify the tier rules, regulations, benefits, eligibility for membership, or any other feature of a particular tier or may terminate a particular tier at any time in its sole discretion, without prior notice except as expressly set out in these Terms or required by applicable law."

"Rewards are subject to change, alteration, substitution, or termination by Sephora in its sole discretion at any time. Benefit subject to change, alteration, or termination by Sephora in its sole discretion at any time."
"Sephora may, in its sole discretion, alter, limit, or modify the Program rules, regulations, benefits, Rewards, eligibility for Membership, or any other feature of the Program (including assigning any of its obligations to customers under the Program at any time to another person or entity, without recourse) or may terminate the Program any time at its sole discretion, by posting any such changes on the Sephora website."
I do not wish to spend $1000 in order to reach the Rouge tier membership in order to redeem ***** points for the same $100 Rouge Reward I already earned. I would like to be given access to the $100 Rouge Reward I already earned and was trying to redeem. I was unable to redeem the $100 Rouge Reward by the expiration date due to a technical issue with the Sephora app. I was attempting to checkout when the technical issue happened.

Sincerely,

Jackid L
Business Response
Date: 03/23/2023
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:03/08/2023
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.
I have a Credit card with the Company,I went in, to get a fascial,and bank buy makup and my skin was burn,I call the bank and Customer Servicers. One no one reach out about, to see how i was doing or any this and they have credit,.I cant sign in on the bank,side for credit card and and *****************
Business Response
Date: 03/16/2023
*********************,
We are very sorry to hear about the continued issues you have had with your skin and also your Sephora credit card.
As confirmed in our reply to your first BBB complaint (#********)about this same issue, we considered the complaint to be resolved on 3/7/2023 after our team had issued a credit to your sephora.com account as a gesture of goodwill.Please know that we are not able to provide further compensation, nor involve our insurance company, based on the waiver you had acknowledged prior to receiving your beauty service. We apologize for any disappointment this may cause.
In regard to your Sephora credit card, 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): ************
We hope these details clarify and thank you for allowing us the opportunity to address your concerns.
Sincerely,
Sephora Client Services
Initial Complaint
Date:03/07/2023
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 made an online purchase on 2/8/2023 - Order #***********. I received this in the mail on 2/14/2023. When I received my package and opened it, the serum was dried out and the cream had mold in it. These were clearance items so I assumed they were old and unusable. I immediately chatted in to inform them of the issue. They refused to refund me on merit even though I had photos, so I planned to ship the package back for the refund. When I took the package in for return, they would not let me ship it with hazardous materials in it and I had to dump the molded cream into the trash. The serum was dried up. The oil was the only intact product in the bundle. Sephora received my package back on 2/21/2023, of which I have receipt. I chatted in today to see where my refund was and they told me that they wouldn't refund it because the package was returned less than 50% full. I had already told them that the serum was dried up and the cream was moldy. I received it in that condition and sent it back a day later. It was not used, it was hazardous and old. I paid for something I don't have. I need a refund or a replacement.
Business Response
Date: 03/07/2023
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

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