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

962 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:02/08/2023
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 filed a complaint and it was closed. It looks like my response to the company did not send or go through. I was told Sephora would not be accepting any more returns from me for 365 days. It wasn't until I posted on BBB that I was informed that it was only for in-store returns. Their response and return policy is misleading. Had I know I couldn't return in store, I'd never purchase or return another thing in the store and would stick to online shopping. I'm a ROUGE Member meaning you have to spend $1000 a year to even keep your status. There are bound to be returns and I was within every policy. I am not happy.
Business Response
Date: 02/09/2023
Dear ******,
We are sorry that you were not able to reply again before your previous BBB complaint was closed.
Please know that we have taken down all of your feedback and passed it on to the appropriate leadership for review. You can be assured that we take any matter such as this very seriously, as we only issue a return ban in cases where our system has recognized a highly uncommon pattern of returns.
Based on the documentation we have from your previous contacts to Sephora, you have confirmed that your Returns Report is accurate.Because of this, we would not be able to review your case further and the in-store return ban will stand through a period of one year.
We can understand your frustration with this situation. As noted in our other BBB replies to you, our return policy includes the following: Sephora monitors return activity for abuse and reserves the right to limit returns or exchanges at Sephora in all instances. You can view the full policy at the link below.
*****************************************************************
Thank you for your understanding and we hope this has helped to clarify.
Regards,
Sephora Client Services
Customer Answer
Date: 02/13/2023

Complaint: 19367763

I am rejecting this response because:
My issue now is regarding that fact that your response saying my "in-store" ban will be upheld yet it wasn't until I posted on the BBB site that my "online returns" would still qualify. I reached out for over a month to Sephoras team to gain clarification and I repeadtedley got hung up on or transferred then disconnected.

Sincerely,

*************************
Business Response
Date: 02/17/2023
Dear ******,
Thank you for your additional feedback.
We apologize if you were not fully informed about your alternative online shopping and return options when first contacting ****** Services about your return ban. We are also sorry if you had a poor experience with our ****** Services team. We will be fully investigating the contacts you made to Sephora and will pass them to leadership for consideration as part of our continuous improvement program.
Please note, the return ban issued to you is Sephoras final business decision and will remain in place until the 365 days has passed. We apologize for any disappointment this situation has caused.
Sincerely,
Sephora ****** Services
Initial Complaint
Date:02/06/2023
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 had a very disappointing experience with a Sephora purchase. I bought a ****** gift card on 12/3/2022 from the Sephora Store in ****************************************************. This card was given as a gift to a family member on X-mas. She went to use the card in a Sephora store, *********, ** approx. mid Jan. 2023 & was told there was only .65 left on card. She never used the card until then. I have reached out to Sephora-original store, customer service & also called the Transaction # number to see where purchases were made, he was only able to tell me the card was used on 12/20/2022 in *******? he was very vague. Also, disappointing in speaking to Sephora employees with regards to this purchase because it was a "gift card", "nothing they could do" but my Discover statement shows Sephora as the *** that was paid ******. It is your responsibly to refund my Discover card ******. I know in the big world I'm just another human but ****** is ******. As a result of this experience, you have lost my business. Please refund my Discover card. I also will call Discover, they are a much bigger *** to deal with a *** like Sephora. Thank you-***
Business Response
Date: 02/08/2023
Dear *******,
We understand you recently fell victim to a scam involving gift cards and we are sorry to hear about this. Please know that the *** has been alerting consumers that gift card scams have been increasing in frequency and we invite you to view their notice for more details. ?
As per our?Gift Card Terms & Conditions and the policy on the back of your Gift Cards, no refunds are permitted with respect to Gift Card purchases. In reviewing your Gift Card, it seems the card has been nearly fully redeemed. As Gift Cards are treated like cash, we are unable to assist with any recompense nor refund. We apologize for any disappointment this may cause.
We recommend reporting this incident to the following organizations, if this has not been done already, as they would be the appropriate partners to provide next steps and resolution.
-Your financial institution
-The *** at ftc.gov/complaint (or call toll-free: 1-877-***-HELP)
-Your local law enforcement to file a Police Report
Regards,
Sephora Client Services
Initial Complaint
Date:02/05/2023
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 a same day delivery order early in the day, paid the extra delivery fee, and was supposed to receive my items by 8 pm. Many hours after I placed that order it still had not arrived. I contacted a representative on chat and was told it would indeed arrive by ******** pm I reached out via chat again to cancel the order. I was told that the store that had received the order had left the order in processing mode and that it would be delivered tomorrow. I was also informed the order could not be canceled, and I was not offered a refund of the delivery fee either, but rather a store credit so I have to buy more from Sephora to receive any benefit from this, so to speak. Really what I wanted was to cancel the whole order, but in lieu of that Id at least like a refund to my card of the extra fee for a service not provided.I will shop elsewhere for my products from now on, although Ive been a very loyal customer for decades. This is not the first problem *** had with Sephora, but Ive learned my *******
Business Response
Date: 02/07/2023
Dear ******,
We are sorry to hear that your contacts to Sephora ****** Services did not meet your expectations and that your order was not able to be fulfilled.
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: 02/07/2023

Complaint: 19337903

I am rejecting this response because:the order was automatically refunded after the time to deliver it eventually expired. In the meanwhile I was told repeatedly that nobody could help me until the expiration clock had run out. It will be my pleasure to avoid Sephora in the future.

Sincerely,

*************************
Initial Complaint
Date:02/03/2023
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.
Date of transaction June 14th ***** Order total $510.63 Order number *********** Sephora sent me wrong items and when customer service were contacted about it , they approved a return label for the wrong products received and asked me to mail back the package using the new return label in order to process my refund , i did so right away but then they denied my refund which is unprofessional .Rami
Business Response
Date: 02/05/2023
Dear ****,
We apologize for the difficulty youve experienced with your return of order #***********.
We see that you are reopening an issue that was previously addressed in BBB complaint #********.
In reviewing our research from the original complaint, we found there were significant concerns with previously reported issues and uncommon activity on this account, as well as on other accounts associated to your information. Additionally,our distribution center was not able to find evidence of these specific products being returned. It was for these reasons that we were not able to provide you a refund at that time, and why we must uphold the decision going forward.
As previously advised, you may reach out to your financial institution if you wish to explore your options and next steps.
We hope this helps to clarify.
Sincerely,
Sephora Client Services
Customer Answer
Date: 02/09/2023

Complaint: 19330352

I am rejecting this response because:

all products were returned back to Sephora's warehouse

plz see attached return label provided by their Cs

Sincerely,

*********************
Business Response
Date: 02/14/2023
Dear ****,
Thank you for the additional opportunity to address your concerns.
As previously mentioned, our **************** team, as well as other relevant departments, have thoroughly researched your return claim and it was determined that a refund is not warranted for order # ***********. They did not find evidence that this order was returned and have concerns about similar claims of returns being made and orders being lost across this and other related accounts.
Additionally, we are no longer able to accept online orders from you on this account, nor any related accounts. You are welcome to shop in store going forward.
We hope this response has helped to clarify.
Sincerely,

Sephora Client Services
Initial Complaint
Date:02/02/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is about my order *********** for the Same Day Delivery subscription. I enrolled in 30 days free trial Same ******************** on Sephora. I forgot to cancel it, and they did not send me any email to notify me that my free trial is about to expire. Today, Feb 2nd, I received notification they charged me $49, and after about 40 minutes I went ahead cancel it. However, after I canceled, the service is still active until next year and they dont refund me. I just wanted the service stop right away and receive the refund, but their customer service told me that they wont able to refund. I havent even used any benefits yet and canceled the same day, but their company wont allow refund and make me keeping the service I dont need for the whole year.
Business Response
Date: 02/03/2023
Dear Vi,
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:02/01/2023
Type:Customer Service 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 ordered a product from Sephora online that I never received, I collected information from the postal department and they have confirmed I never received my package and will refund Sephora of my lost parcel. I have sent documents stating this information from Canada post to Sephora but Sephora is still denying me a refund for my missing parcel that Canada post has said in the document that they will refund Sephora but Sephora needs to issue me the refund.
Business Response
Date: 02/02/2023
Dear ******,
We are sorry to hear that your contacts to Sephora ****** Services did not meet your expectations.
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
Initial Complaint
Date:02/01/2023
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.
My friend bought me a gift card for my birthday last year in April. I never used it because I don't really buy makeup but I recently found out that you have perfume. I would like to use my giftcard but since she bought it from Sephora JCPenny I can't use it in the regular Sephora. Now I understand that Sephora is no longer going to be in JCPenny they are removing them from all the stores. I tried to go and use the giftcard there but they didn't have anything at the JCPenny Sephora near me. I also looked in the next one that was closest to me and they did not have anything as well. I would like to have the ** that I have converted over to a regular Giftcard so that I can use it at Sephora and buy something I actually want. I do not think it's fair that I can't use this gift card. I really want to buy things here.
Business Response
Date: 02/02/2023
Dear *******,
We are sorry to hear that you have had issues redeeming your gift card.
Please know, all Sephora inside JCPenney stores are now closed. If you still have a balance on either a physical or e-gift card for Sephora inside JCPenney, it can be redeemed at JCPenney for JCPenney merchandise.These gift cards are not redeemable at Sephora stores, at Sephora at Kohls stores, or on sephora.com. Additionally, we are not able to transfer your balance to a Sephora Gift Card.
We hope this helps to clarify and appreciate your understanding.
Sincerely,

Sephora Client Services
Initial Complaint
Date:02/01/2023
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 was given a gift card as a gift and I used just a portion of it and saved some. Well I went back to use the reminder on 1/31/2023, I had put everything in my cart online. I put my gift card number in and it did not take away the balance but instead the total remained the same. Also the reminder of my balance on my gift card was $17.96 but when I added it to my total it was $13.50. So I called Sephora customer service and asked why my gift card balance is $13.50 when I checked it stated $17.96. She asked me to give her the number and I did so she could check the balance and she came up with the same balance of $17.96. She asked me if she can put me on hold to research why its giving me a less balance. I was on hold for approximately **** minutes as she find the answer. She comes back on and stated that a supervisor told her that it was giving the ******** balance. I stated that my friend actually bought a gift card for $25.00 dollars but in actuality its less? I stated thats not fair and is consider stealing because if you pay $25.00 dollars thats what you expect to get. But this is not the case with Sephora. I asked to speak with a supervisor and he came on to give me so many excuses. I stated to him regardless of all the excuses you are giving why is it that the balance when I checked and when the customer service girl checked it was $17.96 instead of $13.50. I told him that its nowhere written that if you purchase a gift card it would give you less in the U.S. In my opinion consumers are being cheated out of money and have it taken from them thinking they are giving a full price gift card when they are not. The customer service lady did not know that this was the case because she was confused and clueless to why my balance say one thing but online its much less. That tell me that they are taking people money and not actually giving them what they paid for. In my opinion that is unacceptable and its false advertising and fraudulent. If you pay for a $25.00 dollars you should have that actual amount and not less.
Business Response
Date: 02/02/2023
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:01/31/2023
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.
Hi team, My birthday was in Dec. I went to Sephora(1 *********************************************************************) to claim my birthday in Dec 2022. They said they didn't have any birthday gifts anymore and I could go to any store in Jan 2023 to get my gift for my 2022 birthday. Today, Jan 31st, is still in Jan. I went to Sephora(525 ********************************************************************) to get my 2022 birthday gift. They rejected me. I told them what their colleagues told me and they said nope... It doesn't make sense at all. It's Sephora that didn't have birthday gift in Dec 2022, and told me that I could get it later. Now, they rejected to do what they promised me...
Business Response
Date: 02/01/2023
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: 02/02/2023

Complaint: 18962393

I am rejecting this response because: the solution they offered was not good. I have responded their email.

Sincerely,

*****************
Business Response
Date: 02/02/2023
Dear ******,
Thank you for the opportunity to further address your concerns.
We have responded to your email reply and look forward to hearing back from you again.
Sincerely,
Sephora Client Services
Customer Answer
Date: 02/09/2023
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:01/31/2023
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.
Hello, I don't know ow your headquarters location, but the store didn't do anything.I was approved for Sephora card. For whatever reason, your system wouldn't allow me to use it that day back in December. I never received the card in the mail. I called again early January and spoke to ***** and the card still hasn't arrived. I still haven't made my first purchase yet on the card. Now your customer service reps said unfortunately there's nothing they can do about it. This was the entire incentive to get your credit card. I tried to apply for another but the system said I already have an account. This is very frustrating and poor customer service I didn't expect from your company. After being on hold for so long, I still wasn't able to get a resolution. I also emailed customer service.
Business Response
Date: 02/02/2023
Dear ***,
We are sorry to learn of your frustrating experience in trying to resolve your concerns with your Sephora credit card.
In reviewing your Beauty Insider account, we can see that your Sephora credit card was successfully saved and is available for use on sephora.com. We are also glad to see that one of our Sephora Beauty Advisors was able to assist in applying your 25% off discount for your first order using your Sephora credit card.
We apologize that you did not receive your physical credit card in the mail and that you have yet to be properly assisted with this. Please know, as ********************* issues and handles all Sephora credit card related inquiries, I regret that we are unable to access any details related to your account, nor assist with sending you a replacement 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

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Sephora is NOT a BBB Accredited Business.