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:12/14/2022
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.
After a purchase at a Sephora store, they stole my personal information and applied a Sephora credit card under my name without my consent. This has damaged my credit score and waste my time. I wasn't aware that I have this credit card until today when I received a statement from them, which is one-year later (I still don't receive the card).
Business Response
Date: 12/20/2022
Dear ******,
Were very sorry to learn of your frustrating experience with your Sephora credit card.
While we cannot comment directly on a transaction that occurred over a year ago in a Sephora store, we can confirm that a client is required to be present in store and at the register to approve and agree to all Sephora credit card terms and conditions, plus provide personal information not otherwise asked for by Sephora.
If you feel that your personal information has been compromised, we suggest reaching out to the relevant credit bureaus, as well as ************** which 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 speak further about your credit card.
Sephora **** card: ************
Sephora private label card (no **** logo): ************
We hope these details clarify.
Sincerely,
Sephora Client Services
Customer Answer
Date: 12/20/2022

Complaint: 18576590

I am rejecting this response because: called the number, customer service keeps kicking to each other.

Sincerely,

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

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

We invite you to contact either of the following numbers for further guidance on closing the account and reporting that your information has been compromised:
Sephora **** card: ************
Sephora private label card (no **** logo): ************

We again apologize for your experience. Thank you for an additional opportunity to clarify.

Sincerely,
Sephora Client Services
Initial Complaint
Date:12/14/2022
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.
We purchased a gift card for our daughter in November for Sephora. Unknowingly, in fine print, the gift card has an affiliation with *************** in small print. Sephora has not been affiliated with JCP in one years time and no longer honors these gift cards, despite having collected the money. JCP will not honor the gift card because it is money that has already been paid to Sephora.l, as you can see Sephora is the primary company on the card. I will attach photos of the card, with the logo as well as the card number for reference. Sephora has essentially committed theft of services by taking consumers money, and refusing to provide product in return. I have spent countless phone calls to Sephora including speaking to *********************** a Sephora Supervisor this evening who agreed that it certainly wasnt fair but that there was nothing that could be done and we were out $50. Our daughter would not be able to use her birthday gift purchased only last month. These gift cards are still available for purchase in multiple market places, which means future consumers will be out money with no possibility of product at any time. This is the second time I have reported this company for what amounts to a theft of service claim and I sincerely hope they rectify this situation.
Business Response
Date: 12/20/2022
Dear ***,
We are sorry to hear of the continued issues youve had with your gift card.
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
Customer Answer
Date: 12/20/2022
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:12/13/2022
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 noticed a pending PayPal charge on my credit card of approx $105 in Oct/Nov that did not match a purchase I made. I contacted my bank, which in turn opened a fraud investigation. The card was cancelled, the charge reversed, and a new card was issued. PayPal also conducted an investigation, determined my account had been compromised, and had me change my security info/log-in.On 12/5, I attempted to place an order (53960144059) w/ Sephora for $45.90, using a $40 gift card and newly issued credit card. I received a confirmation email. When I did not later receive a shipping confirmation, I looked up the order and it said, "Unsuccessful Authorization." In attempt to find out why the order was cancelled, I contacted Sephora and was advised by Sephora ****** Services (SCS), "After researching the issue further, it seems that we can confirm your order was cancelled because we were unable to verify your payment information. To successfully replace your order, please be sure that your billing information on the order matches what your bank has on file. Should you need help with replacing your order, we invite you to call 1-877-SEPHORA *************) or chat us at Sephora.com." I contacted Sephora via chat and was told SCS was incorrect and that I had to call, not use chat. In total, I exchanged 8+ emails with SCS, 1 one chat with Rep. ****** & 1 phone call with Rep ******** I kept getting different **************************** It was a giant goose chase. I tried placing the same order again (***********) & it too was cancelled. At that point *** said it was because of a chargeback initiated by my bank. Essentially I'm being punished for my bank attempting to resolve a compromised card and account. In addition my $40 gift card was placed back as an account credit which I have been advised that I cannot access online, nor use in store (basically held hostage). I just want my $40 gift card amount returned to me and I will take my business elsewhere. I am done with Sephora.
Business Response
Date: 12/20/2022
Dear *****,
We apologize that you are experiencing an issue with your account.

We understand that PayPal assisted you in filing a dispute for an order placed under your Sephora account. Due to this dispute, your Sephora account has been suspended and will remain in this state until the dispute has been resolved; no orders can be processed during this time. Please know that this a standard policy and not specific to you.

As a clients bank, or PayPal in this case, determines the timeline and outcome of a dispute, we regret that we are not able to expedite the process. We recommend working with PayPal for updates and advice on how best to move forward with the dispute.

We know that your gift card balance of $40 had to be transferred to an online credit due to extenuating circumstances. Please be assured that your $40 online credit will remain on your account and will be available for your use on Sephora.com once the dispute has been resolved. We apologize that the credit is not immediately available.

We hope this helps to clarify and we appreciate your understanding.

Sincerely,

Sephora Client Services
Customer Answer
Date: 12/21/2022

Complaint: 18570937

I am rejecting this response because it did not resolve the issue. Nor does it excuse them holding my gift card balance hostage.

Sincerely,

***********************-Driver

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

We regret that while the dispute is still pending, orders placed on Sephora.com cannot be fulfilled. We apologize for the inconvenience this causes, as we understand the online store credit remains.

We invite you to contact PayPal for more information on the status of the dispute. Please know the credit does not expire and will remain within your account for once the dispute has been resolved.

We hope this clarifies.

Sincerely,

Sephora Client Services
Customer Answer
Date: 12/23/2022

Complaint: 18570937

I am rejecting this response because:

Sincerely,

***********************-driver
Initial Complaint
Date:12/12/2022
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.
Purchased an item via order *********** for one item.After the placing the order, the next day the order was cancelled due to inaccurate stock information for store pick up.The order was placed during a promo period and Sephora customer service agent refused to assist with how to place the same order at the same price as the promo period has ended.Sephora should honor the previous price as the error was not made by me the customer, I picked the exact color and store near me, I didnt make an error in the order.
Business Response
Date: 12/14/2022
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: 12/14/2022
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:12/12/2022
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 have been a customer at ********************** for many years and am in their highest tier loyalty program for spending so much money annually. when shopping in stores and there is not product there you are looking to try the employees encourage you to buy multiple colors to test on your skin from online and that you can return whatever doesnt work or irritates your skin. i recently made a very large purchase and went to sephora last week and when i was trying to return the shades that didnt work for me and products that irritated my skin i was told i am not allowed to return at sephora any longer. no explanation as to why or what happened. the employee said they thought i returned too much overall and that they thought maybe there is a certain dollar amount of any customer cannot return over but that surely cannot be the case as there is no listed policy about a dollar amount of returning limit. and there was no warning given to me about returning or not being able to return in the future. also, i am in the highest tier of spender at sephora so to return more than the average sephora shopper makes sense since i spend so much more than the average sephora shopper. so now i have hundreds of dollars worth of products that i have many different shades of or makes my skin break out that sephora will not take back, or give me a refund or exchange for. i have contacted customer service and they were not able to offer any sort of policy on returns either so it appears that sephora is targeting people that spend a lot not letting them return so sephora can steal their money. i want to return these items and get my money back as when i bought these products i was told by the sephora associates i could return whatever didnt work.
Business Response
Date: 12/18/2022
Dear *******,
We are sorry to hear that the products from one of your most recent purchases were not a good fit. Also, we understand your concerns regarding our return limit being reached.
Per our records, a warning stating that we will not be able to accept your returns in store for the next year would have been noted on the printed receipt you received for the return you made on 11/21/22, at our Sephora Southport location.
Our return policy on Sephora.com mentions that return activity is monitored, and Sephora reserves the right to limit returns or exchanges at Sephora in all instances. Given the level of returns you have made over the past 12 months, we can confirm that you have met your return limit within our stores, and they are no longer able to assist with returns or exchanges for the next 365 days.
That said, please know we still invite you to return items ordered online to our fulfillment centers using our free return label. Our live Beauty Advisors on Sephora.com would also be happy to help with any product questions or selections if you like.
It looks like you have already been provided with the information to acquire your return history. We encourage you to request a copy of this history if you would like to review the details.
We appreciate your understanding, and we hope this information helps to clarify.
Best regards,
Sephora Client Services
Customer Answer
Date: 12/19/2022

Complaint: 18559075

I am rejecting this response because:i do not understand. you said i can return the items that didnt work? please send the label to my email then.
******************************
sephora does not provide clients a warning to say that you can only return x number of items per each tier. like i spend thousands annually at sephora, what is the amount of exchanges or returns allowed for a rogue member (the most loyal and highest spender)? i have confirmed in an online forum that there are many other people that were big spenders at sephora until one day they were told they can no longer return there. sephora does not tell clients the exact number of their purchases or a dollar amount that they can return. sephora employees in store tell clients that you can return WHATEVER does not work which is a lie to get people to spend money but sephora doesnt actually allow returns on any item. sephora also does not tell customers if or when they are close to hitting the return limit. what i received on november 21 was the sephora employee telling me i was no longer able to return or exchange anything to sephora ever again.

Sincerely,

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

Thank you for an additional opportunity to address your concerns.

While our stores are no longer able to assist with refunds for 365 after the notice of our business decision was issued, items purchased on Sephora.com are still eligible to be returned by mail to our fulfillment center.Our return policy of 30 days for a full refund and 60 days for online store credit still applies.

Our free return label can be accessed by using the following link: https://returns.narvar.com/sephora/returns?locale=en_US

We hope this clarifies.

Sincerely,

Sephora Client Services
Initial Complaint
Date:12/11/2022
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.
Sephora offers a same day delivery option for a fee, $6.95. Sephora contracts 3rd party livery services to make these same day deliveries to their customers. They use Uber and DoorDash for this delivery. The orders are placed online and then the orders are sent to a nearby store, the in store employees fulfill the order and notify the 3rd party delivery service when order is ready. The delivery drivers have the responsibility of delivering these orders to customers homes, the delivery driver is to take a picture as proof of delivery. Today, 12/11/2022, two orders were placed to be delivered to my home. 1 under my account and 1 under my Mothers account, whom resides with me at my home address. 2 different accounts. I have a severe spinal injury, proof can be provided. Thus, I utilize this service quite a bit. Before today, there was one other instance where I needed to contact Sephora and let them know that the Uber delivery was marked as delivered but I never received my order. As they should, because the contract these 3rd party delivery drivers, I was issued a refund. Well, I found out today that my account/phone number / name and or address is "flagged" in Sephora's system. Today, the first orders details were the following: the driver called me upon getting close to my home, he called to tell me that his "big truck" doesnt fit down my road and "he was going to TRY to walk" It was cold and raining today. This driver never attempted delivery. He marked the order delivered but never dropped off my merchandise. Uber contacted Sephora and confirmed their driver didnt drop off my order.Order #*********** TOTAL:$170.80 - no merchandise received and Sephora refuses a refund.Second order details: Same circumstances but Doordash was delivery service, driver didnt even call no picture as proof of delivery. Sephora refused refund. Doordash also called Sephora and confirmed their driver did not deliver my order. Order #*********** total: $120.96 This is unethical.
Business Response
Date: 12/14/2022
Dear ******,
We are sorry to hear about the issues you have had with your order, 54230553621.
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:12/08/2022
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 ordered online from Sephora order number *********** on November 29th . According to them they say my package was delivered on the 3rd but it was not. I reached out to the via chat the following day to tell them i have not received my package and Id like a refund so I could go buy my products in person or to have it resent to me. I was told that was not an option and I need to file a claim with **** I have filed a claim with *** as well and not heard anything back for nearly a week now and I paid a lot of money for these items. I cannot believe that I can pay what I thought was a reputable company $402 and not received my package and theres just nothing they can do ! At this point I no longer wish to do business with them I just want my money back and I will purchase my items elsewhere.
Business Response
Date: 12/11/2022
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 12/03/2022, at 1:59 P.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 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: 12/12/2022

Complaint: 18543137

I am rejecting this response because: I am out over $400. I ordered a product and did not receive it . I need my product or my money back

Sincerely,

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

In review of the tracking information, we see the package was delivered on 12/3/22 at 1:59pm. We also see an investigation was opened with **** which has since been closed as there was sufficient proof of delivery.

We are unable to replace or refund this order and 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

Complaint: 18543137

I am rejecting this response because:
im not sure who or where they delivered this package too but Im out the money and the product , is there a photo I can view to see where it may have been delivered ? Ive asked all my neighbors and no one has it .

Sincerely,

*****************************
Initial Complaint
Date:12/07/2022
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 received some birthday presents from friends and families last month and they were a few products that I had no use for, so I brought them back to Sephora with a gift receipt for a return. I was told that because they were gifted to me, so I was only able to receive store credit and I was happy with it. The lady who helped me with my return was actually nice and all that, she printed out a receipt for me and I thought it was a store credit note, so I accepted it and left the store.A few days later I looked into the credit note only to find out that it was just the receipt. Apparently there was a gift card that she put money to, but I was never given that gift card. I quickly contacted the store and explained the situation, the lady on the phone wasn't able to help me but took my info, told me she would follow up. A few days later I called back again since I heard nothing from the store, they finally confirmed that there was nothing they would do for me. I asked if they can at least check with the person who helped me with my return to see if she remembers anything, or maybe look into the surveillance camera to find out what happened to that gift card that I never received, and they refused to help me. They told me to call the **** number, and I did, but was told that since this incident happened at the store, they store needed to take care of it. So now I returned the products with no credit / gift card. I asked that they disable the initial gift card and re-issue me one since I was never given a gift card by their staff and they said they couldn't, but I believe they need to find a way to fix the problem. They can't just keep the products and the money from my friend (who paid for the products). I'm not mad at the lady who helped me with my return because I work at retail too, I know how busy it can get during the holiday seasons, and mistakes do happen! But it's just not ok for them to deal with this issue this way.
Business Response
Date: 12/09/2022
Dear *******,
We are sorry to hear that you were not provided with your store merchandise credit at the time of your return and for the issues you had with receiving assistance.
In review of your information, we see you have already been helped.
We invite you to contact ****** Services if there is anything else we can help with.
Sincerely,
Sephora ****** Services
Customer Answer
Date: 12/11/2022
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. I hope that they will have better trainings for their staff so this doesn't happen to anyone else.

Sincerely,

***********************
Initial Complaint
Date:12/07/2022
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.
On December 2, ********************************* the Sephora app using $25 credit card rewards points. For some reason, the order did not go through. I tried again to place the order, and it stated that the $25 rewards points had already been used. I called Sephora customer service who advised that this sometimes happens and to wait a few hours to see the points return and if they do not then call Comenity customer service. The points did not come back. I sent a secure message on the website, I received a response back that absolutely did not answer or address the issue. On December 6, 2022 I called the customer service number. I was transferred to a voicemail. I left a detailed voicemail of what occurred and received no response back. On December 7, 2022 I called the customer service line again. I spoke with different representatives who gave me differing information. The first representative stated that the rewards should come back within 72 hours and since they did not she would reach out to her supervisor. Once back on the line I was advised that I needed to once again speak with a different department. I was transferred and explained the situation to that representative who after about 20 minutes advised there was nothing that could be done and that they "should" come back on the next cycle of my credit card. That is not acceptable. I had the rewards on December 2, 2022 and should not be forced to wait to use the rewards that I earned.
Business Response
Date: 12/09/2022
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: 12/10/2022
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:12/06/2022
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.
Purchase history I was sent via email from sephora was inaccurate and transactions were all duplicates 2022. **************** was no help. Spend alot of money at sephora as I'm almost a rouge member. And I was put on a declined return list from sephora!!
Business Response
Date: 12/13/2022
Dear *****,
We are sorry to hear that your experience with Sephora ****** Services did not meet your expectations and understand your concerns regarding our return limit being reached.
Our return policy on Sephora.com mentions that return activity is monitored, and Sephora reserves the right to limit returns or exchanges at Sephora in all instances. Given the level of returns you have made over the past 12 months, we can confirm that you have met your return limit within our stores, and they are no longer able to assist with returns or exchanges for the next 365 days.
Please know, we still invite you to return items ordered online to our fulfillment centers using our free return label. Our live Beauty Advisors on Sephora.com would also be happy to help with any product questions or selections if you like.
You had mentioned that there may be errors within the list of returns we provided, however, it looks like you were able to call into ****** Services on 12/11/22 to go over the details of each return with one of our Beauty Advisors. It was notated that despite disputing some of the returns listed at first, after further review, you were able to confirm that the returns listed were made by you. Our Beauty Advisor also clarified that there are no duplicate returns listed.
We appreciate your understanding, and we hope this information helps to clarify.

Best regards,
Sephora ****** Services
Customer Answer
Date: 12/14/2022

Complaint: 18533023

I am rejecting this response because:

Sincerely,

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

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