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:03/02/2023
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 got a facial with Sephora store and ********* location ************, and the products that the lady put on my face broke me out. I called the company and they have not done anything yet only, tell me that I cannot get a refund on my makeup because the 90 days. But I Sephora, I have spoke to the lady about this at the store when I first brought the product I just haven't went up there to go take it back that's. That's the only thing that the customer service said to me
Business Response
Date: 03/08/2023
*********************,
We apologize for the experience you had after receiving one of our in store beauty services. Please be assured that we have relayed your feedback to the appropriate leadership for review.
In review of your account, 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:03/01/2023
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.
Sephora will not honor their return policy or uphold the promises they communicated to customers. - On 1-11-23 I received the Dyson Airwrap ($600+ value) I ordered online. I decided I prefered my curling iron to the airwrap. - On 1-28-23 (within the 30 day return window) I initiated an online return with Sephora and dropped off the item at a designated ***** pick up. I also received the attached email stating, "Please allow 30 days from when the package is mailed for your refund to be processed." That would have been 2-28-23.- On 2-6-23 I received an email notifying me that Sephora has received my package and that my "refund will occur within 10 business days." That would have been 2-21-23 (accounting for President's ***** - When I click on "track my return" I receive the message stating within 10 business days of 2-6-23 (attached screenshot).I have reached out to **************** via chat and email numerous times. The policy is inconsistent and changes based on which representative you talk to. The refund date keeps changing and continues to be pushed further back. Not only does each representative give a different date, their statements contradict the emails Sephora is sending me. It's extremely frustrating as a customer (and long time rewards member) when a retailer refuses to honor their promise. Furthermore, I did not set or request the refund deadline - Sephora promised them! And communicated said timelines on multiple occasions. Sephora has done nothing to address my concerns or frustrations, and just keeps asking for my patience. For some reason, I find it hard to believe Sephora would be understanding if I asked them for "patience" while I pay for my purchase.
Business Response
Date: 03/03/2023
Dear *****,
We apologize for the delay in processing your return for order # ***********, and that your contacts to Sephora ****** Services did not meet your expectations; we can understand your frustration. Please be assured that we have relayed your feedback to the appropriate leadership for review.
In review of your order, we see you have already been assisted.
We invite you to contact ****** Services if there is anything else we can help with.
Sincerely,
Sephora ****** Services
Customer Answer
Date: 03/03/2023
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:03/01/2023
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 have been a Sephora Rouge member for many years and in 2022 I have spent $6,870! So it's clear that I shop a disgustingly large amount at Sephora. Fast forward to the issue at hand, I place an order for 3 large hair care items. Total price was $190 ( I used a $100 rouge reward and charged the rest on my card). My heart sank when I saw how small and light the box was. I was then extra shocked to see that the only 1 item was in the box yet all 3 were shown on the packing slip. I then reached out Sephora ***************** Initially, the agent offered to reship the 2 missing items and even reward me 200 points. Then the agent alerted me that she cannot reship OR refund the items bc the system wont allow her. I offered to issue photos of the small sized box and the weight of the box (label showed 1 lb for all 3 items which is laughably obvious that I didn't receive all 3 items). The agent refused to explain why they cant other than it being a "business decision". I was then transferred to a supervisor who said the same. I offered to show the photos to the supervisor and then I found that I was blocked from sharing the photos via chat. I begged the supervisor to help as I did not want to resort to issuing a chargeback as not only would I lose my $100 rouge reward but then also most likely be barred from shopping on sephora.com (not that i EVER would again given the horrid experience I had). I decided to call CS bc again, I did not want to file a dispute.. The agent over the phone then told me that he would check with "the team" to verify if anything can be done. The "team" then said they will not refund or reship the items bc I have been "accommodated" in the past. What?? If someone purchases a lot of orders from a company, there is a higher chance their fulfilment team will make mistakes/have issues with packages... It absolutely makes ZERO sense to use the fact that a customer was "accommodated" in the past as a justification to call a loyal customer a liar!
Business Response
Date: 03/09/2023
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:02/28/2023
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 placed an order with Sephora on 2/1/2023, the order showed as delivered on 2/3/2023 but I didnt received anything. I called Sephoras customer service to ask for help but they didnt help me at all, they told me they were not going to file a claim with **** So, I had to call *** and file a claim myself. Sephora informed me they have closed my case with the final business decision of not providing a refund stating that *** informed them I talked to them and confirmed that I received the package. So I called *** and asked them if that was true, *** said that wasnt true and that in fact they accepted and processed the claim to Sephora! I called today to asked them for my refund since *** already processed the claim but they continue to tell me Sephoras final decision is to NOT help me.Sephora has my money because *** already processed the claim and they want to keep it.Sephoras order number is *********** *** tracking number is 1Z6A4Y731308190894
Business Response
Date: 03/07/2023
Dear *******,
We apologize for the issues you have been experiencing with your order. Please be assured that we have relayed your feedback to the appropriate leadership for review.
In review of your account, 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:02/27/2023
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.
The front door shown in the delivery confirmation photo is not mine. As can be clearly seen by googling "********* ********** *****************************************************************************" my front door is navy blue, not black like the one pictured here. Additionally, I have black numbers showing the unit number, not orange ones like shown here. I also live in a white brick building unlike the one photoed thats stucco. I obviously did not receive my delivery and would like my order redelivered.************************************************************ did not receive this package and paid $280 for this order!
Business Response
Date: 03/01/2023
Dear *********,
We are sorry to hear that you did not receive your order, #***********,and that your contacts to Sephora ****** Services did not meet your expectations. We can understand your frustration.
In review of your order, we see you have already been assisted.
We invite you to contact ****** Services if there is anything else we can help with.
Sincerely,
Sephora ****** Services
Customer Answer
Date: 03/01/2023

Complaint: 19509601

I am rejecting this response because:
I had to call again and again to resolve this. I spoke with one of the nastiest representative supervisors on the phone.
I received a discount on my order during a promotional event and wanted a RE-SHIP, not a refund. This whole experience was like pulling teeth. I would like a RE-SHIP, not a refund. Sephora needs to make this right. Over the past year Ive spent thousands with your company and was treated so badly via email and over the phone. It shouldnt have been this hard to get this resolved and its NOT resolved as Ill now have to pay more to receive the same items.
A RE-SHIP is the only resolution acceptable.

Sincerely,

*******************************
Business Response
Date: 03/02/2023
Dear *********,
Thank you for the opportunity to address your additional concerns.
We are sorry that our ****** Services team did not account for the promotional codes you had applied to your original order, and also that a refund was processed instead of a reshipment, which would have been your preference. Please be assured that this feedback will be shared with the appropriate leadership for review.
To account for the promotional discount that was part of order #***********, we have applied online credit to your Beauty Insider account. The amount issued is equivalent to the 10% off that you received on your original order. Please note, online credit can only be used on Sephora.com and will not expire; it cannot be used when shopping in person, in Sephora stores. It will automatically apply at online checkout as your first form of payment until exhausted.
We have also added back the points you had earned with promo code pointsdeal, as they were deducted after your refund was processed. You should see these points updated with 24 hours at the latest; please log out and back in to refresh your point total.
Thank you for your patience and understanding. We are glad to have been able to assist you.
Sincerely,
Sephora ****** Services
Initial Complaint
Date:02/27/2023
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.
Ordered a Sephora card through their app since I liked the company back in December. They sent the first card to a wrong address. I had to call 4 additional times for them to lie to me each time that the card was going to go to the correct address each time. They refused to send the card to one of their stores for pick up. They refused to expedite any of the replacements even though they admitted their mistake. They refused to send it out via certified mail and they refused to send an email confirmation that the replacement card shipped. Finally I had to cancel my account but if you look at their community board several people are complaining about the same exact issue.
Business Response
Date: 03/01/2023
Dear ******,
Were very sorry to learn of your frustrating experience in trying to resolve your concerns with your Sephora credit card.
As ********************* issues and handles all Sephora credit card related inquiries, I regret that we are unable to access any details related to your account, including the status and delivery of a new card.
I 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
Customer Answer
Date: 03/01/2023

Complaint: 19506078

I am rejecting this response because:this is the issue that I had to deal with almost every time as well. Its sephoras name on the card and yet they are taking 0 ownership that it is their issue. If youve partnered with the business you should have access to the records associated. Additionally, the issue was that I NEVER received the card or used it and no one had any tracking information to confirm if the card was actually delivered or mailed. This is a scam and this is your problem. This feels illegal and multiple people have reported this issue in the companys website as well and they do nothing to try and rectify it.

Sincerely,

***************************
Business Response
Date: 03/03/2023
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:02/27/2023
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 on the sephora app and my order number is ************ which was around $300.I was supposed to receive my order on Feb24. Which i didnt so i reached out to the chat support and was asked to wait for ***************************************************************************************** refund. I waited until feb 25 but i still never received my order so i reached out to the support again* who first said she can either reship or refund* so i requested for refund. After i couple of minutes she said that she cannot refund because of some issue with my account* I am why was given the options in the firat place if there were issues.I have placed multiple orders on the app* some are pickup and some delivered to my house. I have some issues with the orders delivered to my house* either some the went missing or some items were missing. In either of the instances it wasnt my fault and i have provided proof as well.Now when i dont have my order the last rep * ***** was very rude and said well we cannot do anything if the package is lost. I mean this is a 300$ order not $30. And my biggest point is why did the 2 agents i chatted with never checked my account before giving me the options of reshipment or refund.This is very unprofessional. I am attached screenshots of the chat. At this point of time all i want i refund and then i will never place any orders witj your company
Business Response
Date: 03/01/2023
Dear ****,
We are sorry to learn that you did not receive your order (#***********).
The parcel associated to tracking # ********* (***********) was delivered to your shipping address on 2/24/2023 at 07:04 AM.
As this order was confirmed by the carrier as delivered, and due to the other instances where we have assisted with lost packages and claims of missing or damaged products, we are unable to offer a reshipment or refund.For further help with retrieving your package, we recommend seeking assistance from the carrier.
Please know that we welcome you to continue shopping with us online, but if you place orders to this or other addresses going forward, it 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; Sephora ***************** may be closest to you.
Additionally, we apologize if your contacts to Sephora ****** Services did not meet your expectations. We can confirm that our system only notifies our Beauty Advisors of any decline to refund once they begin that process, which is why they were not able to speak to the decline prior to that.There are many factors that go into this decline and our Beauty Advisors are not able to override this. That said, we will be certain that your feedback on your experience is passed on to the appropriate leadership.
Thank you for allowing us the opportunity to address your concerns, and we hope this information helps to clarify.
Sincerely,
Sephora ****** Services
Customer Answer
Date: 03/02/2023

Complaint: 19498292

I am rejecting this response because you can check for my other orders i received, I have either kept it or returned it. I fail to understand that when it is the issue with the shipping company why am i am being given this run around of going back to them. They never have any answers and then send the customer back to the shipper. The issue is the shipping company not the customer. All i want is my order, i will pick it up from a store and will always place store pick up orders in future. As of now, i spent $300 approx and want my items i ordered. Also the local authority would not look into tjis as this is below$500. I mean i am stuck here . Please send me the items i ordered and we are done

Sincerely,

*******************
Business Response
Date: 03/03/2023
Dear Amit,
We again apologize that you did not receive your order, #***********.
As mentioned in our initial response, we are unable to offer a reshipment or refund due to the previous accommodations made under your current account, as well as other accounts linked to your information, which include the following orders:
Order # *********** May 2022; missing item reported and refund accommodated.
Order # *********** June 2022; damaged item reported and refund accommodated.
Order # *********** November 2022; missing items reported and refund accommodated.
Order # *********** November 2022; missing item reported and refund accommodated.
Order # *********** January 2023; claim of return made and refund not processed by the distribution center - refund accommodated.
Please know, the list above does not include the six additional claims of lost packages and reports of missing products made in 2020 and 2021,across all associated accounts.
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
Customer Answer
Date: 03/03/2023

Complaint: 19498292

I am rejecting this response because all these orders youve mentioned have been refunded because i was missing item from the pack and youre rep offered refunded so i accepted it. Or the item i receieved was damaged. I am sorry but the solution offered is not acceptable.

Sincerely,

*******************
Business Response
Date: 03/07/2023
Dear Amit,
Thank you for your reply and for providing further details of your experience.
To clarify, our systems decline to accommodate you for order *********** is based on how it is atypical to have a client report this many order issues in a specific time frame.
As previously mentioned, 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 appreciate your understanding and cooperation.
Sincerely,
Sephora Client Services
Initial Complaint
Date:02/25/2023
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.
After filing a dispute for a missing package sephora blocked my online account for a year now, I was originally told it would take a few weeks and it has been a year. The Paypal claim closed a year ago and Sephora is claiming they don't have that information which isn't true, it would show on their end. They are holding my account hostage with my points. ***************** ************
Business Response
Date: 03/07/2023
Dear ******,
We apologize for the account issues you have been experiencing and that your contacts to Sephora ****** Services did not meet your expectations; we can understand your frustration. Please be assured that we have relayed your feedback to the appropriate leadership for review.
In review of your account, 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:02/25/2023
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 called into Sephora beauty company to pay my credit card to pay it off in November and November 2022 beginning of December 2022 I was told by **** recorded line the lady I spoke with the customer service rep said with interest your amount is $100 to pay off this credit card in full debt I paid it off I have to check to prove it they took the money out two months later February second I get a letter saying I own $31 plus a $40 late fee we can't remove the late fee they said because you have your account closed you're no longer a customer I want this taken care of I'm done dealing with this PayPal is pulling the same c*** right now and I'm doing the same thing with them that was a fraudulent account with PayPal I closed it and somehow they kept letting people add more stuff to it and now they have 157 worth of money that they're never going to get because they didn't do it the right way
Business Response
Date: 02/27/2023
Dear ******,
Were very sorry to learn of your frustrating experience in trying to resolve your concerns with your Sephora credit card.
As ********************* issues and handles all Sephora credit card related inquiries, I regret that we are unable to access any details related to your account or assist with your balance.
I 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:02/23/2023
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.
Hi,I want to file a claim regarding Sephora's Rewards program. Last year, I lost all of my rewards due to the bank's fault. They never reissued all the rewards. I tried to solve this matter with the bank, and after an hour on the phone with them they said they would reissue the rewards. It never happened.Today, I placed an order on Sephora.com and tried to use two of my new rewards.So, the order didn't go through, but there where two authorization holds placed on my credit card. I contacted Sephora online and customer service on the phone. They just know the order didn't go through but the rewards can't be used again as they show as redeemed. So, I get two authorization holds on my card, no order placed and rewards lost again.After a year of dealing with this issue, I can assure this is a scam. Thanks for your help.
Business Response
Date: 02/24/2023
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: 03/01/2023
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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Sephora is NOT a BBB Accredited Business.