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

957 total complaints in the last 3 years.
351 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:03/26/2025
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 account was deactivated without prior notice. When I attempted to contact customer service, they said that this was the “final decision”. I am unsure why my account ended up being deactivated, and I just wanted assistance to reinstate it as I enjoy shopping at Sephora. I also have ongoing returns as well, so I do not know what to do.
Business Response
Date: 03/29/2025
Dear
Naomi,

We
apologize for any disappointment surrounding your account status.

We
are unable to reactivate your account due to activity that is not in accordance
with our Sephora Beauty Insider Terms and Conditions across this and/or other
accounts.

For
more information about the Sephora Beauty Insider Terms and Conditions, please
visit:

**************************************************************

Sincerely,
Sephora
Client Services
Initial Complaint
Date:03/26/2025
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.
My order did not arrive. It’s not my porch. They are refusing to refund me, as apparently the system won’t let them. This is my first time ordering
Business Response
Date: 03/27/2025
Dear Miles,

We
apologize that you have not received this order.

Given the amount of personal information that may be discussed in resolving
your issue, a separate email has been sent to the address listed when
submitting your complaint.

We look forward to assisting you more directly and resolving your concerns.

Sincerely,

Sephora
Client Services

Customer Answer
Date: 03/27/2025
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,

Miles F**
Initial Complaint
Date:03/26/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an online order with Sephora.com on March 20th at 2:20am. At the time of my order, the site was running a Deal of the Day offering 50% off several items. I purchased two of those items due to this clearly labeled discount. When I got my order confirmation, I saw I had been charged full price for both items. I immediately checked the web site again to see if the offer had expired for some reason, but the deal and discount were still listed on the web site as 50% both. Time stamps on the screen shots of the items as they were listed AFTER my purchase was complete, at 2:24am, still showed both items as 50% off. I contacted Sephora customer service and explained the discount had not been applied but was still listed on the web site. They said that the discount had expired despite it still appearing on the web site and declined to refund my order or honor the discount. I asked for them to please cancel my order as it had not yet shipped, and I would not have placed the order if the items were full priced. The agent said they could not do this. I was charged 50% more than the listing price. This is a deceptive sales practicelisting an item as 50% off, then charging full price even as the sale continues to list a discount is an unfair business practice.
Business Response
Date: 03/28/2025
Dear ********,
We apologize for your recent disappointing order experience.

Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to the address listed when submitting your complaint.

We look forward to assisting you more directly and resolving your concerns.

Sincerely,
Sephora Client Services
Customer Answer
Date: 03/28/2025
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:03/25/2025
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 an ********** ***** The Refillable Serum with TFC8 from Sephora on November 6, 2024 to replenish my beauty product stock. I did not open the package right way since I had other serum to use. When I opened the package on March 25, 2025, I suprisely found that only the serum holder was in the box but the most valuable serum tube was missing. I contacted Sephora the next day to seek for a solution, and was advised Sephora could not provide a refund/exchange bacause its return policy only allowed a refund for a purcahse made within 30 days. Then I asked for an investigation to explain how a package with a missing product was sent to a customer, but Sephora repeatly told me about its refund policy without addressing my request for an investigation.
The cosmetic product cost more than $500 and Sephora asked its customer to eat the loss bacause the customer faulty trusted Sephora and did not checked what was inside the package when receiving the good. I believe I deserve a better answer to explain how a product got missing in a sealed package and what Sephora is going to do to prevent this type of incident happened again since I paid a price!
Business Response
Date: 03/26/2025
Dear Joyce,
We apologize for
your frustrating order experience.

Given the amount of
personal information that may be discussed in resolving your issue, a separate email has been sent
to the address listed when submitting your complaint.

We look forward to
assisting you more directly and resolving your concerns.

Sincerely,
Sephora Client
Services
Initial Complaint
Date:03/25/2025
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.
Dear BBB Customer Service Team,

I am writing to address the issue of a missing item and unprocessed refund related to my Sephora order ************
(placed on November 21, 2024)

I purchased three ****** ******** scented candles through Sephora’s website, with a total charge of $105 without tax. But I received only two candles. The third item ('******** **** *** **** *****
Scented Candle) was not included in the shipment. When I contacted their customer service team, I was informed that the item was out of stock. A representative assured me a refund of $35 would be issued promptly. Despite this commitment, I have not received the refund to date. When I followed up after two weeks, their refund team redirected me to contact my bank, which is neither reasonable nor acceptable, as the responsibility for processing the refund lies solely with Sephora. Subsequent requests for either a replacement item or the promised refund have been ignored or denied, leaving me without the product or my money.

This situation has caused significant inconvenience and frustration. As a loyal customer, I expect Sephora to uphold its commitment to customer satisfaction.

Sincerely,
Lezhi W***
Business Response
Date: 03/26/2025
Dear Lezhi,
We apologize for
your frustrating order experience.

Given the amount of
personal information that may be discussed in resolving your issue, a separate email has been sent
to the address listed when submitting your complaint.

We look forward to
assisting you more directly and resolving your concerns.

Sincerely,
Sephora Client
Services
Initial Complaint
Date:03/24/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sent back an item that I barely used if I used at all and Sephora said my products were to used to refund my money. And they will also not return the items. It amounts to about $60 and I think it unfair to pay got an item I didn’t use and can’t get even hav back.
Business Response
Date: 03/25/2025
Dear Kathreen,

We are sorry to hear
that the refund was not processed upon receipt of your return.

In review of your account, we see you have already been assisted.

We invite you to contact Sephora Client Services if there is anything else we
can help with.

Sincerely,

Sephora Client Services
Customer Answer
Date: 03/25/2025
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,

Kathreen F***
Initial Complaint
Date:03/20/2025
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.
Ordered and used same day deliver with Sephora. Cancelled online within the allotted time and then Sephora charges my card regardless. Can't reach OVERSEAS customer service, chat wants you to call - can't resolve. They make it impossible to talk to anyone. Service was never used again and was cancelled in the allotted time. Sephora then insulted me claiming I'm committing fraud but makes it nearly impossible INCLUDING not sending confirmation to customers of cancellation and then refuses to acknowledge or refund fees charged for services THAT WEREN'T USED. I want the money returned to me as Sephora makes it impossible to contact anyone that works in billing and I have not used the service since December the one time.
Business Response
Date: 03/29/2025
Dear Jill,
We are sorry to learn of your frustrating experience.
After review, we see that you have filed a dispute with your credit card company for this order. Your bank will need time to investigate the charge and will make the final decision on the outcome of the dispute. We recommend reaching out to your bank directly with any additional questions or concerns.
Sincerely,
Sephora Client Services
Customer Answer
Date: 03/30/2025

Complaint: ********

I am rejecting this response because: I already contacted my credit company and instead of Sephora recognizing I've been a long time customer who almost NEVER returns anything Sephora accused me of 'FRIENDLY FRAUD.' What a way to treat a long time customer that has never had an issue and now wants to cancel and thought she did for the overpriced yearly service.
This is really simple. I want ALL of my money back. I dont want the delivery service. I used it one time and one time only and I cancelled or at least thought it went through. Instead of recognizing that you, Sephora, have a ****** overseas call center and that you also have a ****** website that makes it incredibly difficult for customers to receive documentation of cancellation you just accuse your customers of 'FRAUD.' That's bad business.
Refund ALL of my money please and I'll make sure to take my money in the future to **** as I dont need to be accused of fraud when I cancel something that I clearly haven't used more than once in a trial period. Your customer service has been nothing short of appalling.

Sincerely,

Jill L*******
Business Response
Date: 04/01/2025
Dear Jill,
We are very sorry to learn of your experience.

Given the amount of
personal information that may be discussed in resolving your issue, a separate
email has been sent to the address listed when submitting your complaint.

We look forward to
assisting you more directly and resolving your concerns.

Sincerely,
Sephora Client
Services
Customer Answer
Date: 04/02/2025
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. Thank you to the BBB for helping. Still insulting that Sephora claims I committed fraud after being a customer for so many years, but appreciate the BBB resolving this!

Sincerely,

Jill L*******
Initial Complaint
Date:03/20/2025
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.
Comenitys website wont let me login. Tried again the next day & despite putting the right ******************* still unable to login. Then a site maintenance was being done,so I had to send a check ASAP before the due date to pay my sephora credit card bill,but still got hit with a late fee that they wont waive. This is the only site I had a problem paying my bill. The Credit Card Bill Pay site with Comenity needs to be improved to prevent this from happening to others.
Business Response
Date: 03/22/2025
Dear ******,
Were very sorry to learn of your frustrating experience with your credit card account on the Comenity website.

As Comenity ************ issues and handles all Sephora credit card related inquiries, we regret that we are unable to access any details related to your account.

We invite you to contact either of the following numbers to resolve your issue.

Sephora **** card: ************
Sephora private label card (no **** logo): ************

We hope this helps to clarify.
Sincerely,
Sephora Client Services
Initial Complaint
Date:03/19/2025
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.
Today on March 19th, I placed a same day delivery on the Sephora app. Order #************. The total is $752.26! I was given the WRONG ORDER! The items that I ordered were not in that bag EXCEPT one the ordinary glycolic toner! That toner was completely damaged and leaked all over the bag! I sent PICTURE PROOF in the Sephora customer service chat! I sent multiple pictures and answered all their questions! I DID NOT GET ANY OF THE EXPENSIVE ITEMS THAT I ORDERED !!!!!! Sephora had the AUDACITY to refuse a refund.. they said I had to wait 48 hours on a decision on WHETHER they’ll give me a refund. THE AUDACITY OF SEPHORA!

I will NOT be waiting 48 hours for an answer ! This is an almost $800 order we’re talking about! I felt like Sephora did. Or handle this appropriately or seriously ! I answered their questions but they didn’t answer mine or addressed my pressing concerns! It is clear as day that I’m due for a FULL REFUND! You can’t charge me for items that I didn’t receive! That’s FRAUD AND THEFT! Why does me the customer have to suffer the consequences of the store employee and the driver ??? It’s the store employee fault for giving the wrong order and assuming the driving fault for damaging that item! WHERE IS THE ACCOUNTABILITY ON SEPHORA END????

I AM CONFUSED ON HOW THIS CAN HAPPEN! I AM ANGRY, UPSET, FEEL DISRESPECTED, AND IM DISAPPOINTED! I don’t understand how with all the proof that I’m not refunded ???? Sephora is clearly trying to ROB me blind after a mistake ON THEIR END! Sephora is sadly mistaken if they think they’re going to charge me and keep my money for items I didn’t receive!

I AM DEMANDING MY MONEY BACK! I WANT MY REFUND IMMEDIATELY!
Customer Answer
Date: 03/20/2025
Kimberly M***
Business Response
Date: 03/22/2025
Dear Kimberly,

We are sorry to
learn there was an issue with your order, ************.

Because we have
assisted you with similar claims of order issues in the past, across multiple
accounts, we are unable to offer a reshipment or refund for this order. We
apologize for any disappointment this may cause.

Please know that we
welcome you to continue shopping with us online, but if you place orders to
this or other addresses, it may 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. For your convenience we
have listed a link to our store locator below.

********************************************************

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: 03/23/2025

Complaint: ********

I am rejecting this response because:

Sincerely,
I filed a dispute with my bank and will be filing a *** report on your frauds and thieves.

Kimberly M***
Business Response
Date: 03/25/2025
Dear Kimberly,
As mentioned in our initial response, we are unable to offer a replacement or refund due to the previous accommodations made to you across other accounts associated to your information.
We again apologize for any disappointment.
Sincerely,
Sephora Client Services
Customer Answer
Date: 03/27/2025

Complaint: ********

I am rejecting this response because:
Now you’re just blatantly lying! What other accounts are you talking about ? I’ve only ever ordered from this account ! You know you wrong for what you did so now you’re resulting into lying. I’ll never shop with such a disgraceful company again! Once I win that dispute I’ll gladly close my account!

Sincerely,

Kimberly M***
Initial Complaint
Date:03/19/2025
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 purchase $300.00 worth of items at sephora for my daughters birthday. On ************** she received an email saying that the items had been delivered which they had not been. She called Sephora and explaining the same thing happened last year. When we called last year, they decided to just refund her. Because they refunded her last year she told us that they would not look into it this year and the case was closed. I asked if they could contact Canada post and do an investigation because Sephora told us there was no picture taken (same thing last year, no picture was taken). The supervisor advised me that they would not investigate and the case was closed, she also said that the receiver was the only one could had to call Canada Post. We we called Canada post to see if they could help us, they advised us that only the Sender can request an investigation. The supervisors name was ******** and her employee number is *****, she was extremely rude. We never received the items and this was a birthday gift. Was is very frustrating is that they wont even look into it. They have black label her because this happened last year. How is this fair for my daughter. If they investigate it I am sure they will realize that the parcel was not delivered and we are not thief's.
Business Response
Date: 03/22/2025
Dear ******,
We are sorry to learn of your recent order experience and we appreciate you bringing this to our attention.
In review of your account and the order, we see you were assisted by our *************** team earlier.
Thank you for allowing us the opportunity to address your concerns.

Sincerely,
Sephora ***************

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Sephora is NOT a BBB Accredited Business.