Business Profile

Skin Care

Sephora

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Important information

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

Order Status & History & Sephora Customer Service.

Complaints

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

Customer Complaints Summary

961 total complaints in the last 3 years.
355 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:01/14/2023
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.
- Order #***********, placed on Jan 9 - Jan 12 received delivery confirmation but I didn't receive anything. Contacted sephora customer service on Jan 12, they checked tracking( *********) and delivery photo confirms to me that is not my house.- Sephora CS said they are not able to provide refund/reship as system was not allowing. I escalated issue to supervisor, and she said the system is not letting her override it but then she advised me to contact the carrier and for them to provide confirmation to sephora that the item was delivered to wrong address. - I contacted ************, they investigated and confirmed item was not delivered to the correct address and sent a driver to retrieve the package, but he was unable to retrieve it. They gave me reference number to give to Sephora which will give them confirmation that the item was not delivered to me- ************ reference number ******.- I emailed sephora Jan 13 with the above findings, and they are still declining my return saying that there has been multiple issues at my address and they won't help me now or moving forward and I have to take the risk if I want to order in the future - It was never communicated to me that I will not have CS help, if I did then I would have purchased in store or done store pickup to be safe. - Its not my business what issues are with my address, I was never told anything is wrong with my account, I am showing proof that I am not at fault and the driver delivered it to the wrong address, and yet i'm being denied a refund. - If they were never going to help me regardless of getting proof that item was not delivered to me, why was I asked to get this information?
Business Response
Date: 01/17/2023
Dear Ruru,
We are sorry to hear that you did not receive your order and for the issues you have had in receiving a resolution.
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:01/13/2023
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 ***********. My package was delivered without the make up palette in it. I contacted Sephora the same day it was delivered and they stated they wouldnt be able to reship or refund. I would like a refund to the original payment method for this issue.
Business Response
Date: 01/17/2023
Dear *******,
We are sorry to learn that you did not receive the ***************************** Beauty Lightwork Vol. IV palette in order (#***********).
The parcel associated to tracking #1Z6A4Y750307100328 was delivered to your shipping address on 1/13/23 at 2:36 PM and without notation of damage or an open box.
Due to the multiple instances in which weve previously assisted you across this and other accounts associated to your information, a reshipment or refund will not be offered.
Please know that we welcome you to continue shopping with us online, but if you place orders to this or other addresses this 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.
Thank you for allowing us the opportunity to address your concerns, and we hope this information better clarifies.
Sincerely,
Sephora Client Services
Customer Answer
Date: 01/19/2023

Complaint: 18811875

I am rejecting this response because:

Sincerely,

****************
Customer Answer
Date: 01/19/2023
Hi. I reject this response. This response has been used for serval other customers on bbb website. I want a refund for this item
i didnt receive because thats the right thing to do.
Business Response
Date: 01/22/2023
Dear *******,
We again apologize that a portion of order #*********** was not received.
As mentioned in our initial response, we are unable to offer a reshipment or refund due to the previous accommodations made which include the following orders:
Order #*********** Dec 2022; missing items reported and refund accommodated.
Order #*********** November 2022; missing order reported and refund accommodated.
Order #*********** November 2022; missing items reported and refund accommodated.
Order #*********** November 2021; damaged package reported and refund accommodated.
Order #*********** - July 2021; damaged product reported and refund accommodated.
Order #*********** - July 2021; damaged product reported and refund accommodated.
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: 01/26/2023

Complaint: 18811875

I am rejecting this response because when I wrote in to this company regarding damage items I was willing to send back the items and I have pictures of what I received and how it looked. Sephora says we will refund you you dont have to send back. This was never someone I asked for but YOUR companys solution. Two of the orders you stated are mine are not even on this account. When someone is ordering more than the average person that should be considered when youre looking at problems that arise especially during the busy holiday season. Either way it doesnt matter what happened in the past all I can say is this item was not in my order and I shouldnt have to pay for an item I didnt get. Its pretty back and white.

Sincerely,

****************
Business Response
Date: 02/03/2023
Dear *******,
Thank you for your reply and for providing further details of your experience.
To clarify our systems decline to accommodate you for order *********** is not because damaged items from previous orders were not returned,but because it's 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, like Sephora **************, which may be your nearest location, to avoid any additional order issues.
To address your concern that not all orders previously listed are on your account, we can confirm that these orders are linked to your information and all affiliated accounts are affected when we advise that a client that they may only shop at their own risk. We hope this helps to clarify.
We appreciate your understanding and cooperation.
Sincerely,
Sephora Client Services
Initial Complaint
Date:01/11/2023
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.
My customer account was hacked. As soon as I noticed the orders that were not my own, I contacted Sephora customer service to cancel the orders (they had not yet shipped). I included the details of the hacking, that I had immediately changed my password, and I included the police report I filed for the address of whomever hacked the account. I was told that only one order could be cancelled and refunded and that the second would be "escalated" and I would hear back from another team in the next few days. I watched the order status go to shipping and then delivery. I was never contacted by Sephora agents.I followed up asking for the order to be refunded, I was told again it would be escalated and no action was taken. after more days had passed and the amount had posted to the credit card on file with no response from customer service or this "escalation team" I flagged the charge with my card as fraud. Only then did an agent reach out to ask me to take it off of a fraud alert - no promise to fix the issue. I then had my bank correct it so the charge was no longer fraud, and received a refund for the needed amount on my statement.This would be great (even though it took many follow *** with a poor customer service team) but ********************** had now placed my account on an unauthorized hold without alerting me, meaning I could longer make purchases. I found out only by making my holiday gift purchases, only to see that all orders (without any sort of alert) were cancelled by Sephora. I reached out again and I received this email: "Thank you for reaching out about the dispute. It looks like it was corrected on the 8th of November and I am showing it should be resolved in **** business days.For further assistance with your account, please contact ****** Services at 1-877-SEPHORA ***************).*******,********* Sephora ****** Services"It was not corrected, (this was sent in November 22) and my recent order from January 23 was again cancelled without any notification.
Business Response
Date: 01/13/2023
Dear *****,
We are sorry to hear of the continued issues youve had with your account and that the service provided by our ****** Services team led to a poor experience. Please be assured that your feedback will be shared with the appropriate leaders to address accordingly.
In review of your information, we see that as of yesterday (1/12/23), your account was cleared for purchases and that this issue has been resolved.
We invite you to contact ****** Services if there is anything else we can help with.
Sincerely,
Sephora ****** Services
Initial Complaint
Date:01/10/2023
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.
My daughters had convinced me to switch my beauty products from Arbonne to Sephora as they have been loyal customers for years. In time I did make the switch, as I enjoyed the atmosphere and the friendly staff when shopping at the nearest Sephora, which is located ************************************************************************************************************* decided to do some online shopping while ************.Our daughters are planning a trip home for a late family Christmas as the weather had other plans for our initial gathering - and we purchased for them a ridiculously overpriced blow dryer that our oldest so desperately needed to have, and a set of hot rollers. In total we spent approximately $800 on these gifts. We received a delivery notification and soon realized our package had NOT arrived. I promptly hopped online to speak with a customer service representative via chat. She was extremely friendly and provided us with some temporary relief as we were told they would locate the package, and if unable would provide a refund. I was then sent an email informing me that they would not be providing any sort of solution as theyve accommodated previous returns from my account. I was EXTREMELY confused as Ive not ordered from Sephora online in the past nor have I ever returned any of their product. Certainly not by courier and certainly from no affiliated account! I the phoned Sephora as the online agent was limited in what she could do, where I was then told I had been FLAGGED and banned by a fraud department.They would not provide details, nor would they give me any further information regarding their claim. I was then advised to contact *********** who informed me that the retailer must launch the investigation not the customer.I am at a complete loss. Nobody will connect me with someone who can be of assistance and explain to me what has happened or WHY and we are out nearly $1000 just after the holiday season.
Business Response
Date: 01/13/2023
Dear ***,
We are sorry to hear you are having issues with your account and that your order did not arrive as expected.
We have attempted to research your issue, however, we are not able to locate the account, nor order you are referring to with the information provided.
Please reject this response and reply with all order numbers involved, the name and/or item numbers of the products you did not receive, as well as the email and phone number used on the account in question. Once we have this information, we will be able to review further.
We look forward to hearing back from you.
Sincerely,
Sephora Client Services
Initial Complaint
Date:01/08/2023
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.
-Date of Transaction: 27 December 2022 -Amount pf money paid to business $16.76 -Location of Business: Sephora in *************** in ********** -Business Provides beauty products -The Business was unable to resolve the problem.I went into the Sephora store in ********** **. I made an order for Urban Decay Lipsticks. I was told that the order was placed but i did not receive product. The associate told me that their printer was not working and told me that they would email the receipt and tracker number to me. I never received and email for the purchase or tracking number and i still don't have product.Attached is an image of what the associate showed me.
Business Response
Date: 01/09/2023
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:01/03/2023
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.
I purchased items online Dec 15, 2022 for curbside pickup. I picked up the items curbside Dec 17, 2022. The items didn't work for me and I returned them in-store Dec 24 at 10:47 am and received a return receipt.I still have not received my refund. I have contacted Sephora multiple times, multiple ways, and they only give me the run around. I emailed and was told I must talk to the store. I spoke to the store, twice, and was told that refunds were handled by corporate and I must call the customer service number. I have called corporate multiple times and have been put on hold, "accidentally" disconnected after being put on hold so the agent could "research," told to wait 3-5 business days (it's already been nearly 2 weeks), 5-7 business days, **** business days, and **** business days; which is it? I have "chatted" and been told I must call the store (again). I have called the corporate customer service line repeatedly and been met with an avalanche of incompetence. My last call I got fed up and asked for a supervisor and got a useless human being named ************** who said she was totally unable to help me. Exactly what is she supervisor of?I want my refund. Stealing, correct me if I am wrong, is still illegal, no? And yet Sephora has stolen my money. I want it fixed. Immediately. And while you're at it, fix that dumpster fire of a customer service department.
Business Response
Date: 01/09/2023
Dear ******,
We are sorry to hear about the issue you are experiencing with your refund and also that your interactions with our ************** Team did not meet your expectations.

Your feedback is important to us and we appreciate that you have taken the time to share your concerns. Please be assured that the details will be shared with the appropriate leadership for review.
We have researched your refund with our payment processor. It was confirmed that a refund of $134.70 was completed to your credit card on 12/24/22, the same day that your return was made. They provided us with a reference number that you can provide to your bank, reference # 270130408,which may help them to trace the refund if necessary.
We can understand your frustration in receiving an array of refund time frames; this is not the experience we want for our clients. To clarify, depending on a clients bank, a refund can take anywhere from **** business days to post to a credit card. We always refer a client to their bank if they have further questions on this time frame, as once the refund has been processed on our end, Sephora no longer has jurisdiction over the money issued and each bank may have their own handling practices. All of that said, it is possible that there was a delay due to at least two US bank holidays taking place during the days following your return.
Thank you for allowing us to address your concerns and we appreciate your understanding.
Sincerely,
Sephora **************s
Customer Answer
Date: 01/10/2023

Complaint: 18675872

I am rejecting this response because:
Still have not received refund. Have had no other issues with bank, so the problem is Sephora, not my bank.
This canned response is unhelpful and displays zero accountability. I want my refund.

Sincerely,

*************************
Business Response
Date: 01/19/2023
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:01/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi, I was recently at the Sephora and i was approached by an employee by the name of ******* at the ************* Location (845 ****************************************************************************************** was extremely rude to me from the beginning and repeatedly called me slurs behind my back, calling me a pig and someone who looks l****** When I asked her for help she was rude and requested I pick up trash from the floor that was not even mine. The whole experience was very disappointing and she was extremely rude during my whole shopping process.
Business Response
Date: 01/07/2023
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
Initial Complaint
Date:12/31/2022
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 placed 3 back to back orders with Sephora for the same product Biossane Mini Squalane crme. I purchased 10 in each order totaling 30 altogether. Which was a total of $572.40. I didnt realize until I received them that they were the wrong items so I requested a return for all 30 and boxed them up in one box to save on shipping material. I printed all 3 return labels and packing slips and put them in the box with the 30 cremes. It is now 12/31/2022 and I still hadnt received a refund so I decided to call again (third time) they were able to quickly refund me for 20 of the cremes but then the rep said they couldnt find the additional 10 and that the warehouse said they may have misplaced them or miscanned them in either way they dont show that they were in the box. The order that is in question is ***********. I dont understand how they received 20 but 10 are missing when they were all in the same box. So maybe I should have separated that I get it and thats my mistake for trying to save on plastic and unnecessary shipping material but any proper warehouse and inventory tracking system should determine that you are over stocked in this particular item by 10! I owned and operated my own eCom brand so I know how this works. I just want my refund for the remaining 10 creams that I sent in.
Business Response
Date: 01/09/2023
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:12/30/2022
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.
To whom it may concern , ( urgent ) I am writing to bring to your attention a deeply disturbing incident that occurred during my visit to your store yesterday on 12/28/2022 on Wednesday around 3:30 pm . While browsing the perfume section, I picked up a bottle that appeared to be in a perfect condition. However, when I picked it up, I noticed a large shard of glass on the bottom of the bottle that cut my finger and caused blood to spill everywhere.the bottle was broken very bad and it was on the shelf for members to sample. I was shocked and distressed by this, and was even more alarmed when one of the Sephora employees ran towards the perfume bottle and took it away, without offering me any assistance or even looking in my direction. I was left sitting with blood on my finger, feeling completely ignored and disregarded by your staff. To make matters worse, when I requested to see a manager, the only person who offered to help me was the manager, who assisted me in wrapping my finger. It was only then that I received any kind of medical attention or assistance. Still now my cut is so bad and I cannot hold or do anything from it. Furthermore, while I was waiting in the store for a solution to this issue, and requesting to do the incident report they gave me hard time and left me waiting 3 hours in pain to contact district manager. Also one of your employees approached my daughter that was looking for me during the injury and made a rude comment about the way I look and wear . This is unacceptable and added to my already negative experience at your store.I am deeply disappointed and distressed by the way I was treated during my visit to Sephora. As of my religion , I feel that I was the victim of discrimination and disrespect. I am writing to request that a district manager reach out to me as soon as possible to address this issue and provide a form of fair compensation for the injury and mistreatment I experienced in your store.
Business Response
Date: 01/06/2023
Dear ****,
To best assist you with your concerns, weve sent you an email to the address used in submitting your review.
We look forward to speaking with you directly.
Sincerely,
Sephora Client Services
Initial Complaint
Date:12/29/2022
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.
My daughter was purchasing a gift as a surprise for me. She waited in line for 30 minutes. When she went to pay, the cashier was extremely rude to her. My daughter had cash and the employee stated she needed exact change which she didn't have. The employee removed the product from my daughter's hand and said sorry you can leave. Who treats people like this and when is it a requirement to have exact cash? Unacceptable!
Business Response
Date: 01/07/2023
Dear ****,
We are sorry to hear about the way your daughter was made to feel during her store visit. This is not the experience we want for our clients and your frustration is understood.
To address your concerns with the store only accepting exact change for a cash payment, this is not a typical requirement for any of our stores. However, we regret that without knowing the full details of the situation, it is difficult to speak to the reasoning behind this. Regardless of the issue, the message should have been relayed in a way that showed understanding and empathy; we apologize that this was not the case here. Additionally,we are sorry that the product was taken from your daughter unexpectedly.
Please know that the feedback you have provided will be sent to our corporate leadership for review. If there are further details that you would like to provide for our research, such as the location of the store, date and time of visit, and the names of any of the Beauty Advisors that your daughter interacted with, you can reject this BBB response and reply again to include this information.
Thank you for the opportunity to address this issue and we once again apologize.
Sincerely,
Sephora Client Services
Customer Answer
Date: 01/07/2023
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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