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:12/20/2022
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 bought 8 cream sets from Sephora app on 2022.12.4 and paid $422.4.(Order number *********** )But they only delivered 3 products to me, missing 5 products. Based on the package weight provided by *** (2.2LBS), it is clear that Sephora is shipping less. I contacted Sephora customer service, and at first, they acknowledged the problem and agreed to refund the money. However, the customer service then said that I had used a forwarding address and that they would not provide any after-sales service, even if the shipment was determined to be missed. This is the first time I know this rule and I can't understand it. Does this mean that they can miss or even not ship the goods as long as they see the forwarding address? I think Sephora should take responsibility for its mistake and give me a refund or reship this order.
Business Response
Date: 12/23/2022
Dear *****,

We are sorry to learn all items were not received in order #***********.

Per the terms and conditions on Sephora.com, we are unable to offer replacements or refunds for orders or items that are reported missing or damaged that we reasonably believe to have been delivered to a parcel forwarding company. Any order addressed to a parcel forwarding company is placed at your own risk. Sephora is not liable for any damage, defect, or loss that occurs.

More information can be found here: https://www.sephora.com/beauty/shipping-information#ParcelForwardingServices

We hope this information clarifies.

Sincerely,

Sephora Client Services
Initial Complaint
Date:12/20/2022
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.
The Sephora system highly flawed, it is not integrated. The phone system and online system is an absolutely nightmare to deal with.I went to place an order online order, which, then I discovered my Sephora credit card was expired. Called the member services hoping to fix this issue and get an order placed through customer service. I had a $15 Reward that the system just took or it vanished, tried to fix this issue. To cut a long story short, five calls later they are not able to help me or resolve my issue. I I probably wont even shop with them for a long time because I moved and I dont live near a store, which to me is much more simple.
Business Response
Date: 12/22/2022
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:12/20/2022
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.
#*********** My order shows as delivered and I didnt receive it and I talked to cs and their system declined it ? So supervisor submitted request for refund for override. And it was signed by someone named ******.. and I cant find that person who received the package when it should have been delivered to me. Id like a refund issued to my original payment method if not, Ill report this matter again to consumer affairs **** in ***
Business Response
Date: 12/22/2022
Dear ******,

Thank you for sharing your concerns. regarding your order #***********.

In review of your account we see you have already been assisted. Please contact ****** Services if we can help with anything further.

Sincerely,

Sephora ****** Services
Initial Complaint
Date:12/20/2022
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 ordered items on 12/12/2022 due to the shipping address being incorrect I canceled on same date order#***********. I was billed through a third party afterpay it's been over a week since cancellation and Sephora hasn't notified Afterpay of cancellation. I called Sephora yesterday and spoke with ******** and advised of this she told me it could take up to 30 days to receive my refund that's unheard of I'm about to be billed again in installments for something that was canceled a week ago.
Business Response
Date: 12/20/2022
Dear *********,
We are sorry to hear that your experience in using AfterPay on Sephora.com is not what you expected.
After further review, we can confirm that your order, 54289770821,was cancelled per your request on 12/12/22. Per policy, Afterpay may hold your funds for up to 14 days from the date that an order was cancelled. We apologize if you were given incorrect details on this time frame from our ****** Relations team. We will be certain to pass on this feedback to our leadership.
Please know that AfterPay is a separate entity. We do not have visibility into any clients AfterPay account, nor do we control the releasing of funds AfterPay collects. It is our best recommendation that if you have further questions on this time frame, that you reach out to AfterPay directly.
We hope this information better clarifies.
Sincerely,
Sephora ****** Services
Customer Answer
Date: 12/21/2022

Complaint: 18617475

I am rejecting this response because: nothing has beebeen resolved afterpay is waiting on you to release the order.

Sincerely,

Santravia ******
Business Response
Date: 12/23/2022
Dear Santravia,

Thank you for an additional opportunity to address your concerns.

While we see your order was canceled on 12/12/22, Afterpay may take up to *********************************** your account. We encourage waiting until 12/30/22, the 14th business day to see your Afterpay account updated.

Please also note that Sephora does not have visibility to your Afterpay account. We regret we are unable to assist with releasing these funds more immediately. We invite you to contact Afterpay for further assistance.

We hope this clarifies.

Sincerely,

Sephora Client Services
Customer Answer
Date: 12/24/2022

Complaint: 18617475

I am rejecting this response because:

Sincerely,

Santravia ******
Initial Complaint
Date:12/19/2022
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 made an order that was was eventually marked lost under Order # ***********.I was quickly offered a refund or replacement but I opted for the replacement since I still wanted my items (hopefully in time for Christmas), which was placed under Order # *********** after they refunded my original order to account credits and placed a new order for me. I waited patiently for an update. After a week of waiting I was eventually locked out of my account due to security reasons, and my replacement order was cancelled. Eventually I called and was able to login to my account, however my replacement order was still not fulfilled (they instead gave me back the account credits to make up for my lost order) The problem now is, I cant spend the credits (either instore or online), because my account is still flagged, and I can't get a refund either! Completely unacceptable from sephora, especially so close to christmas time. I currently have about $490 sitting in my account that is unusable due to this!
Business Response
Date: 12/20/2022
Dear Tri,
We are sorry to hear that you have had issues with your orders and account.
We see that despite one of our Beauty Advisors placing a new order for you, our system cancelled it, as further verification was needed. We are happy to report that because you contacted ****** Services and verified your information, our **************** team was able to restore your account status. As long as all else remains the same, our system should accept your next order.
The online credit you referred to in your complaint has been returned to the credit card that you used to pay for order# ***********. Please keep in mind that it can take several days for the refund to post on your credit card account. We recommend reaching out to your bank directly with any questions on this time frame.

Thank you for your understanding and we hope this helps to clarify and to resolve the issue.
Sincerely,

Sephora ****** Services
Initial Complaint
Date:12/19/2022
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.
Order #***********. I saw that my order tracking had said that it was delivered on 12/17; I never received my package. I contacted Sephora customer service three times. They refused to help and pretty said they couldnt do anything. ******, a supervisor, told me contact *** and file a claim. *** only accepts claims from the sender aka only SEPHORA has the ability to do that. Im so fed up and tired of trying to contact Sephora about my situation. I just want my money back or get my items. HELP, PLEASE.
Business Response
Date: 12/20/2022
Dear ****,

We are sorry to learn that you did not receive your order (#***********).
In review of the tracking information, we see it was delivered to the porch at the specified address on 12/17/2022, at 10:31 A.M.
Being that your order has been confirmed as delivered by the carrier, we are unable to assist with a replacement or refund. For additional details on how the package may have been delivered, we recommend seeking additional assistance from the carrier.

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: 12/20/2022

Complaint: 18613067

I am rejecting this response because the shipping carrier said its up to provide compensation and its up to you to file the claim. YOUve been nothing but unhelpful like saying I empathize with you doesnt fix this. DO BETTER. YOUR ENTIRE COMPANY IS INCOMPETENT. I WANT MY MONEY BACK.

Just like the title states. Placed an almost $650 order with Sephora, and I have yet to get my package. The package has been marked delivered by *** since 12/17, but no package arrived. Im seriously at loss of words. **************** is no help at all. Apparently they cant do anything about my situation because my order is high value and their system wont allow them to rectify this. Sephora advisors told me that this a final business decision, which is basically another way of telling me to go f myself. Im angry, frustrated, and my god I will never shop at a Sephora ever again. DO NOT, AND I TRULY MEAN THIS PLACE EXPENSIVE ORDERS WITH THIS INCOMPETENT COMPANY THEY DO NOT HAVE YOUR BACK WHATSOEVER. Do better, Sephora.

Sincerely,

*****************
Business Response
Date: 12/23/2022
Dear ****,

We apologize you did not receive your recent order.Thank you for sharing your concerns.

In review of your account we see you have already been assisted. Please contact ****** Services if we can assist with anything further.

Sincerely,

Sephora ****** Services
Customer Answer
Date: 12/23/2022
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:12/19/2022
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.
I made the order at Sephora app on Dec 14. The order number is ***********. The order should be delivered on 17 but when I checked my apartment package room and my front door I didnt see it then I tried to contact with Sephora. I was trying to get a refund or replacement order cuz those are the gifts for my friends for Christmas. They refused my request and ask to contact with the carrier. Then I filed the claim with the carrier they said they cannot do anything and they dont like to help me solve the problem I am really upset about it. And I feel they just pass the buck to me.
Business Response
Date: 12/19/2022
Dear *****,

We are sorry to learn that you did not receive your order (#***********).
In review of the tracking information, we see it was delivered to the specified address on 12/17/2022, at 11:42 AM.

Being that your order has been confirmed as delivered by the carrier, and that we have accommodated you for a previous lost order claim, we are unable to assist with a replacement or refund. For additional details on how the package may have been delivered, we recommend seeking additional assistance from the carrier.

Thank you for allowing us the opportunity to address your concerns, and we hope this information better clarifies.

Sincerely,

Sephora ****** Services
Customer Answer
Date: 12/20/2022

Complaint: 18609856

I am rejecting this response because: The carrier helped me to claimed the case but they say they will not cover the lost of mine. You guys should talk with the carrier instead of me. I am the loyal customer this solution makes me really upset. Also it shows delivered but I never signed the package so thats means I didnt not receive the package.

Sincerely,

*********************
Business Response
Date: 12/23/2022
Dear *****,

We again apologize that order # *********** was not received.

In review of the tracking information, we see the package was delivered to the specified shipping address on 12/17/2022 at 11:42 AM.

As the order shows successful delivery and due to the previous accommodation already made, we are unable to replace or refund this order.We recommend checking with your neighbors and/or surrounding locations to see if your package was left in a different spot from where you usually receive deliveries.

Thank you for an additional opportunity to clarify.

Sincerely,

Sephora Client Services
Customer Answer
Date: 12/23/2022
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:12/16/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on Sephora.com on December 4, 2023. The order was for a perfume set and gift card.On December 5, I went online to check to see the status of the order and saw that it was canceled. I was not contacted by Sephora in any way for notification of this cancelation. I chatted with an online representative; he told me more information was needed, which I provided. He told me my order was complete and would arrive within 5-7 business days. I went online the next day to track the order and saw, again, that it was canceled. I spoke with another representative who was unhelpful and said there was no order in my account.I have contacted Sephora on three separate occasions (12/10, 12/14 and 12/15) via email and have received no response. I purchased the items for Christmas presents, and the money for the order is still processing in my Paypal account. I am requesting that the order be shipped via first class mail so it will arrive by Christmas. The order number is ***********.
Business Response
Date: 12/22/2022
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:12/16/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*********** I returned 1 Dior cushion (******) And 1 of Dior refills As I didnt receive 2 of Dior refill and 1 of Dior cushion when I received the package from Sephora and I did notify the Sephora cs **** and I was told theyll be issuing a refund. But they didnt. But Sephora only refunded me for 1 of the refill. Id like 2 Dior cushion and 2 Dior refill to be refunded back to Original payment method so I should be getting full refund
Business Response
Date: 12/18/2022
Dear ****,
We are sorry to learn about the issue with your order and return (order #: 53795863950).
We see that you ordered two of the Dior Dreamskin Fresh & Perfect Cushion Broad Spectrum SPF 50s and three of the Dior Dreamskin Fresh & Perfect Cushion Broad Spectrum SPF 50 Refills. According to our records, there was no contact made by you to report any order issues at the time you received your package, however you made a return for one of the refills via mail, which was already processed as a refund to you. Aside from the single refill, included in your return package were other beauty products from brands that Sephora does not sell.
As the original and complete package was confirmed as delivered on 12/6/22, and due to the uncommon issues with your return package, we are not able to provide a refund or replacement for any other items in the order. Please note, we are not able to return non-Sephora items sent to us.
We welcome you to continue shopping with us online, but if you place orders to this or other addresses this may be at your own risk. We also encourage shopping in store to avoid any additional order issues. We have several locations in New York City. I am including a link to our store locator link for your reference.
https://www.sephora.com/happening/stores/sephora-near-me
Thank you for allowing us the opportunity to address your concerns, and we hope this information better clarifies.
Sincerely,
Sephora Client Services
Initial Complaint
Date:12/16/2022
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 a **** blush Limited addition palette on September 18, 2022. I was returning a few other items I purchased in November and so I went in and requested a return for the pallet. The system allowed me to return the item it told me to pack it up place the packing list in the envelope and the prepaid label on the front. I sent it back and they received it on November 25, 2022. I received an email stating I had received credit on my account when I went to revisit it and make sure everything was credited back to me. I noticed that the **** $60 pallet was not credited on my Sephora CC statement. I never received an email. I got no correspondence from them at all so I decided to email customer service on December 15, 2022. I received a response on December 16, *************************************************** a refund for a brand new $60 pallet because it was after the 60 day cut off. I was never told this information going through the process of the return it allowed me to print the label and told me how to package it up at any point didn't say I was going to get zero dollars or zero credit. If the system had said that I would never have returned the product. This is fraud in my opinion, because they basically stole my item and gave me nothing in return and did not even bother to let me know that this occurred. I had to filter through my Sephora credit card statement in order to double check all the charges and credits. I have been a loyal customer for years. I have been rogue status for years and this is unacceptable! If a company is not going to allow a return, they should not allow the customer to click the button that says return it should be grayed out or there should be a big box that pops up saying that they're going to get nothing if they return the product. It is just infuriating how a company can get away with this
Business Response
Date: 12/29/2022
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: 12/29/2022

Complaint: 18598205

I am rejecting this response because:
Sephora needs to re-evaluate their return process and NOT allow the system to generate a return label if they aren't going to honor it. One of the reps told me that I didn't drop it off in time which is why I was not credited. She stated the system would not have allowed me to generate a return but since it was still in fact in the 60 day timeframe it did BUT it was not mailed in time which is why I didn't get a refund. Additionally; take some responsibility and send your customers an email letting them know they essentially mailed back an item they paid for and it's just getting tossed or resold (whatever Sephora decides) and the consumer isn't getting anything back. Honestly do you really think people would mail back an item to get nothing in return? I don't have a choice but to just settle for a credit but I won't be a shopper at Sephora anymore after I recoup my loss.
Sincerely,

**************************************
Business Response
Date: 01/09/2023
Dear ******,
Thank you for allowing us the opportunity to review your additional concerns. While our team had originally reached out to you via separately via email, as you have replied here, we will reply here as well.
Thank you for your feedback regarding your concerns. Please be assured that the details will be shared with the appropriate leadership.
In our original reply, we included verbiage regarding our return timeframe, as well as a website link for further details. To address your additional questions about returning declined returns to clients, we have included a line from our policy, as stated on our website. The website link is also included again in the case you wish to review on your own.
All returns are subject to validation and approval at Sephoras discretion. If a return is not approved by Sephora for any reason,the item may not be returned to you.
*********************************************************
We hope this helps to better clarify.
Sincerely,

Sephora Client Services

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