Skin Care
SephoraThis 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 ComplaintThe 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:02/18/2023
Type:Product IssuesStatus: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 applied for a credit card and was approved. The only reason I got it was for the 25% off. They told me I couldnt do the purchase today because the credit card # was unknown and i have to wait **** business days or place order and fight it later. What a bait and switch.Business Response
Date: 02/21/2023
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, and that your Sephora credit card is not currently linked to your Sephora account as we would expect, 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:02/17/2023
Type:Service or Repair IssuesStatus: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 ordered 3 items on Dec 24th - a serum, a face wash and a face mask. Unfortunately, either the face mask or the serum gave a burning sensation. It was within the 60 days of Sephora's self-proclaimed generous return policy. I mailed the items in and awaited for my refund or store credit (did not matter which one). I got a reply a few days after saying the items were not in 'gently used' condition. First of all, what does 'gently used' mean? This is not a known metric to measure the usage of products. Secondly, I returned it with more than half full - after all, I wanted to give it a try during the allocated 60 days. When I asked for pictures of the not 'gently-used' product, I was told the products have been THROWN OUT. So now I have no proof of the products when they were received and am out of the money AND the products. I would have liked to have the products back at the very least. So we are going off this one person at the distribution center and their review of my return, with no proof, no pictures, AND I am also now robbed of my product (this is also not stated in the policy). I would expect better from a company like Sephora. I am hugely disappointed after being a Rouge customer for many years and spending thousands each year for such a poor process and absolutely poor customer service experience.Business Response
Date: 02/22/2023
Dear *********,
We are sorry to hear of the continued issues youve had with your return.
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:02/16/2023
Type:Service or Repair IssuesStatus: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 went to Sephora Store ******* ** inside Kohls I got home and they had not put. product in my bag. When I called store and said the person at register did not put mascara in bag. Now I would have to drive back I wanted name of the person who checked me out, The person on phone identified herself as manager and refused to give her name or the check out person. The so called manager says I dont have to give you my name. Refused to do so and more or less said you will just have to drive back to get it . She put me on hold without telling me . She did not once indicate she was sorry or offer a resolution as mailing. Totally refused her nameBusiness Response
Date: 02/17/2023
Dear ******,
Thank you for reaching out regarding your recent experience at the Sephora within Kohls in *******, **. We apologize for any frustration this matter has caused.
Please note, Kohls oversees the client experience and systems for any purchases and returns made within Kohls. We see that you submitted a complaint about this same issue to Sephora ****** Services as well,which was forwarded to Kohls directly for review and outreach. If you have not already, you should be contacted by ********************** very soon.
If you would like to have this addressed more immediately,you are welcome to contact them by calling **************.
Thank you for your understanding and we hope this has helped to clarify next steps.
Sincerely,
Sephora ****** Services
Initial Complaint
Date:02/16/2023
Type:Product IssuesStatus: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 looking for make up classes online and came across an event that the Sephora at *********** casino was advertising called "makeup by *****, exclusive in store event." I signed up and even received a text msg code in order to save my "spot." My cousin did as well. When we got to their store, I showed the girl my text message. She told me that this was not an event but if I would like to have someone go over "product history" with me then she would grab someone. The even had also described "tips and tricks" for applying makeup. The girl I spoke with looked at me like I had two heads when I showed her the text and there was definitely no event there. This was a complete scam!!! No one was doing anything, not even helping customers put on makeup! I complained multiple times to customer service who told me 3 times that someone from the store would reach out to me and no one ever did. I don't even live close to *********** and I have a Sephora 10 minutes from my house that I could have gone to instead. So disappointing and such a waste of both our time!Business Response
Date: 02/22/2023
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:02/16/2023
Type:Service or Repair IssuesStatus: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 looking for a new cream blush. I purchased one, didnt like it, returned the item and purchased a second one to try. It wasnt the right color so I returned that item. I returned the item 1 week after purchasing. I had the originally packaging and receipt but I was told I could only get a partial refund on my credit card, the rest as a store credit because on the previous purchase they did the return and I paid the difference. Ive read the return policy. I should be able to get the full refund the way I paid my credit card. Its so disappointing a large company such as Sephora would try to cheat their own customers. Ive shopped at the ****** location since the day they opened. I shouldnt be forced to take a store credit when I was following their own return policy.Business Response
Date: 02/22/2023
Dear *****,
We are sorry to hear about your experience with your in-store return. At this time, we are actively investigating this with our Operations Team.
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 additional details regarding the method of payment for the return.
We thank you for your patience and for being a loyal Sephora client.
Sincerely,
Sephora Client Services
Initial Complaint
Date:02/14/2023
Type:Service or Repair IssuesStatus: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#*********** Date of transaction: 01.27.2023 Items purchased: Living Proof Perfect Hair day Dry Shampoo, Benefit Cosmetics Tined Brow Gel (color 4.5), Farmacy Wake Up Honey Eye Cream Complaint - upon receiving the products and trying them out, I developed a tiny rash under my eye from the use of Farmacy Wake up Honey Eye cream. In addition, the tined brow gel appeared to be extremely water so I contacted customer service for refund for store credit.On Friday, 02/10/2023, customer service was contacted through the online chat to which I explained of the allergic reaction I was having upon using the eye cream. I was told due the purchase was made through Rouge Rewards, they are not refundable. However, she was going to make a one-time exception by submitting an online form on my behalf regarding this return, allowing me to return both the eye cream and tinted eye brow gel. Through the chat, the representative DID NOT explain it was pending approval for the return instead she made me believe everything was taken care of and all I had to do was wait for the email, which would include my return label.After days of not hearing back, I contacted Sephora chat again and an exchange took place with Beauty Advisor *******, who informed me that the decision for the return has been denied by corporate office, but the communication is internal and she cannot share the communication with me; she offered me a $10 online store credit.I am writing a complaint because NO WHERE is it alerted to the consumers upon purchasing when using the Rouge Rewards that they are not refundable. I can completely understand if they aren't refundable because someone is getting the cash back but in this case, I asked for store credit, which means the sales stay with Sephora regardless.I now have to keep a product that gave me a reaction and no one thought to communicate that information with me, I had to reach out on my own. I need someone to offer a solution to this matter ASAP.Business Response
Date: 02/17/2023
Dear Ya,
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:02/14/2023
Type:Product IssuesStatus: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.
Can you help me w/receiving my Sephora credit? I used my debit card and returned 2 items I purchased and they received the returns on 1/16/2023. My order # is *********** and they owe me $82.95. I am getting nowhere w/them.In an email they sent to me when they received my return on 1/16/2023 they stated I would receive my credit within 7-10days.I did not and have not.I only have a phone # for them ************** in ********, **. I have called and did online chats and get the run-around.You were kind enough to help me w/Eversource $25 credit on my electric bill and I thank you. Can you help me w/Sephora?Thank you.*************************** ********************************************************************** ************ ***************************Business Response
Date: 02/14/2023
Dear ******,
We apologize for the delay in processing your return.
Our research shows that your items were received at our distribution center on 1/16/23. We can confirm that your return was processed today, 2/14/2023; $82.95 has been applied back to your original method of payment, a MasterCard.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.
Thank you for allowing us the opportunity to address your concerns.
Sincerely,
Sephora ****** Services
Customer Answer
Date: 02/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:02/13/2023
Type:Customer Service IssuesStatus: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.
Shipment ID ********* Received partial order on January 10, 2023. Mascara product was void of mascara product in container, nothing to be utilized. Returned February 5, 2023, store would only provide refund on Sephora Store Credit stating it was passed 30 days. I expect 100% refund for faulty product to original form of payment, I am NOT accepting predatory behavior towards the ******************************* delayed the order, sent a partial order, sent faulty product then refused to refund within 30 days. This is bait and switch, dishonest & predatory on so many levels.Business Response
Date: 02/14/2023
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: 02/15/2023
Complaint: 19339963
I am rejecting this response because:Sephora must allow online customers to return product 30 days from date of receiving product due to Sephora's lengthy mail time. Most business online orders are received 1-3 days from order date. For Sephora to have a place in the online market it should at least meet most business delivery time frames of 1-3 days and must allow customers to return 30 days from receiving the order. The current model does not provide a 30 days return policy. Sephora must be accountable for the merchandise it sells and provide a full refund when merchandise is received empty. Defective product is not the liability of the customer, it is the liability of the seller.
Sincerely,
***************************Business Response
Date: 02/17/2023
Dear *******,
Your feedback is important to us and we appreciate that you have taken the time to share your concerns. We have provided your policy change recommendation to our leadership in the corporate office for future consideration.
The refund to your **************** was processed on 2/13/23. It is recommended that you reach out to your credit card company directly with any questions about your refund.
We hope this helps to clarify.
Sincerely,
Sephora Client Services
Customer Answer
Date: 02/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, ********************** must provide 30 days to return merchandise from date of customer receipt. Currently ********************** does not allow the online customer 30 days, this is not acceptable. I agree to Sephora's amendment for this purchase, however the policy places the customer in an upside position, especially when receiving faulty merchandise.
Sincerely,
***************************Initial Complaint
Date:02/11/2023
Type:Delivery IssuesStatus: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 company is awful. I am contacting about order ***********. The order total is 483.01$ and it was a gift for my girlfriend on valentines day. I waited 2 days for my order but it never arrived. I contacted them and they said it was delivered and showed me a pic of the floor and some random carpet that I have never seen before. I told them I don't know what it is but they insisted it delivered. There was no signature required on that package. How can a 500$ package not require signature? Do they really care about ***** pinching and saving that 2$ on a signature so much that they do it at the expense of their customers not receiving the items? I spoke with multiple reps ** is clear to me that I am a male and they sell beauty products that they judge me based on gender. Everyone I spoken to was extremely rude and unhelpful. This company is extremely sexist. The supervisor named Destiny was extremely rude and showed no empathy. She also abruptly closed the chat on me. What is the point of a supervisor when they are this soulless and heartless and doesn't even do their jobs? This company is clearly sexist against males. They don't insure their packages or require signature on a FIVE HUNDRED DOLLAR ORDER. I have taken my girlfriend to shop in store there multiple times and given them so much money but at what point when they straight up do not care or sympathize with their customers? Do not bother buying products from here. Purchase from target. If you have an issue with your order they will always help you and it is much cheaper. And also they are not sexist and won't judge you based on your race.Business Response
Date: 02/16/2023
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:02/10/2023
Type:Service or Repair IssuesStatus: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 had purchased scent certificates form sephora few years back these are similar to gift cards with no expiration on them, they allow you to pick a full size bottle of fragrance. while cleaning my room i found them as they had been misplaced. i tried to use them in-store at few ******* ** location but was refused by the managers, stating these were too old and not sold anymore even though they have no expiration date and are already paid for in advance.Business Response
Date: 02/14/2023
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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