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:12/05/2022
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 and I have both tried multiple times to get Sephora to CORRECTLY update her address, to no avail. I keep getting Sephora mailings addressed to her, despite the fact she hasn't lived here for years now. My previous attempts have not been acted upon or I've been given a line about being "unable to verify my identity," and so they refused to change or even stop mailings.*******'s current and correct address is:301 *********************************************************
Business Response
Date: 12/13/2022
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 can confirm Sephora did contact me.

Sincerely,

***********************
Initial Complaint
Date:12/05/2022
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.
On Sunday 12/4 I placed an online order with Sephora. The total amount was for $89.85. It was charged and posted to my account immediately as I get notifications through my Mastercard. At 4:42am on 12/5 I received another notification that Sephora charged my Mastercard for $69.98. My first initial reaction was fraud so I called my credit card company to put a hold on my card until I contacted Sephora. At this time I noticed two separate emails from Sephora stating my items would be shipped separately and the amount was separated to $19.87 and $69.98. I contacted Sephora 3 times to resolve this issue with no support at all. They claimed one of the charges was a hold and in **** business days would drop off my account. I tried to explain to them that I contacted my credit card company a second time where they confirmed again that it is a posted charge NOT A HOLD! Both amounts were posted and Im held accountable to pay them. It was an unauthorized charge placed by Sephora. I questioned why the charge for $19.87 was not on my statement and received no valid explanation. I will be forced to pay both amounts due to my statement close date and hope for a refund which Im sure I will not be receiving in time if at all. Im well aware of what a hold is but when the credit card company assures me that this is not a hold but indeed a charge I see this as fraud on Sephora. They used my saved credit card information to process an unauthorized charge to my account and I want an immediate refund. I should not have to pay for their mistake. The service was horrible and even with printed documentation I could not receive a refund. Again, I did not authorize Sephora to use my credit card and place a second charge for the same merchandise that was on my initial order. This will require a wait time as well as a dispute on my behalf and is bad business practice for Sephora. They are committing fraud by placing these charges.
Business Response
Date: 12/08/2022
Dear ****,
We would like to assure you that you have not been overcharged for your order, 53904184827.
While we cannot speak to why your bank confirmed that you were double charged for your order, we can further explain how we process orders.
As with most any company offering online shopping, Sephora takes an authorization of the full amount of an order at the time of placement.This is to ensure that the amount needed to cover the purchase is available. At the time of shipment, your payment is settled (fully charged), and the authorization is released.
Multiple shipments are required for some orders if the products must come from different distribution centers. In these cases, each shipment is settled individually to total the full amount of the order. As previously mentioned, Sephora releases the authorization upon shipment, so at no point is the client overcharged; we charge with the confines of the original authorization.
Your card was authorized for the full amount of the order, $89.85,on 12/4/22 at 4:52pm PST. Upon shipment that same day, we released the authorization and settled with your card in two different amounts, $19.87 and $69.98;these total $89.85.
Should you have further questions about the authorization release time frame, we recommend reaching out to your financial institution directly.Each bank will have their own policy in regard to how long they hold authorizations.This is something that Sephora has no control over. You may wish to visit the link below for further details on our payment handling.
https://www.sephora.com/ca/en/beauty/payment-methods
Additionally, we want to assure you that your feedback regarding your experience contacting ****** Services will be shared with the appropriate leaders for consideration and to further improve the client experience.
We hope this helps to clarify.
Sincerely,
Sephora ****** Services
Initial Complaint
Date:12/04/2022
Type:Customer Service 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've been a Sephora Rouge customer for years, and have accrued almost **** points. According to Sephora's policy, I can redeem **** points at a time for $100 to spend towards any merchandise in store or online. I have never had issues with redeeming points up until the last two weeks, wherein I have tried to redeem **** points on six separate occasions. To redeem **** points, no purchase of items or confirmation of shipping address is required, and these points can only be redeemed on Tuesdays and Thursdays in Sephora's Rewards Bazaar, and there is no limit to how many times per year these points can be redeemed.Each of the 6 times I have tried to redeem my points, my order has gone through, only to be cancelled 5 minutes later. Every time I have contacted Sephora customer service via email, I have been asked to call Sephora customer service to confirm my account information. Each time I have confirmed my info over the phone, the customer service rep has submitted a form to their team to resolve my issue. Each time the "resolution" has been to ask me to call Sephora to confirm my account information. Note that no confirmation of my account or payment info or banking info has been needed any time I have purchased merchandise (even between the 6 times I have tried to redeem my points); only when I have tried redeeming points has the issue of confirming my account info has been raised. This has led me to believe that, inspite of earning those rewards points and being entitled to use them (per Sephora's own policy), Sephora is now trying to cheat me out of these points, which amount to $310 ($100 per **** points, and $10 for 500 points). If I had so much as taken a pin out of a ********************** store without paying for it, Sephora would have me reported for shoplifting, but they are ok with stealing $310 of the money I'm entitled to? I feel like Sephora stole from me, and I would like my points to be honoured so that I can buy merchandise off my points.
Business Response
Date: 12/09/2022
Dear ******,
We are sorry for any frustration you have incurred when attempting to redeem your Beauty Insider points towards additional Rouge Rewards.
Per our terms and conditions, Beauty Insider members may redeem up to 10 Rouge Rewards per year. Any orders placed for a Rouge Reward beyond this number will automatically be cancelled by our order management system, and the points returned. In review of your account, we see that you have already exceeded 10 Rouge Reward redemptions for the year, which is why your orders are not going through. We apologize for any disappointment that this may cause.
If you would like to review our Beauty Insider terms and conditions in more detail, please use the link below:
https://www.sephora.com/ca/en/beauty/terms-conditions-beauty-insider
We hope this helps to explain and clarify.
Sincerely,
Sephora Client Services
Customer Answer
Date: 12/11/2022

Complaint: 18520915

I am rejecting this response because this response is not accurate. Not only have I not redeemed 10 x **** points in 2022; according to Sephora's terms and conditions, there is no limit on the number of times points can be redeemed in a given calendar year. This was also reiterated by Sephora's own customer service reps that I was in talks with over the phone. Additionally, this "policy" has only come to light now that I have made a complaint to BBB. In all the times I reached out to Sephora, both via email and over the phone, I kept getting asked to confirm my account information, and in the last email, Sephora said that I needed to get in touch with my bank, for whatever reason. No one said that I had allegedly exceeded the limit of points redemption. I still believe that this is a lie from Sephora in order to not let me take advantage of the points I have accrued. I am confident that, come 2023, I will continue getting denied access to my points.

Sincerely,

*******************************
Business Response
Date: 12/21/2022
Dear ******,
Thank you for allowing us the opportunity to review your additional concerns.
As previously mentioned, the terms and conditions for our Beauty Insider program include that each type of Reward we offer is limited to 10 per year; Rouge Rewards are included in this as well. Below we have included a statement from our terms and conditions that confirms this policy, plus a link where you can view this statement. Please be assured that this is not a new policy, and all clients are subject to this limitation.
All Rewards Bazaar offers are for a limited time, while supplies last, and provided on a first-come, first-served basis. Quantities of each Reward are limited and you must be a registered Beauty Insider in order to redeem Rewards Bazaar offers. Beauty Insider members may only redeem one of each Reward per transaction and cannot redeem more than 10 of any one type of Reward per year. Beauty Insider Points will be deducted at time of redemption.Rewards are subject to change, alteration, substitution, or termination by Sephora in its sole discretion at any time.
https://www.sephora.com/ca/en/beauty/terms-conditions-beauty-insider
We can confirm that you have actually already exceeded the 10 Rouge Rewards for 2022, which is why the orders you are placing to redeem additional Rouge Rewards have been cancelled.
We apologize if this was not properly relayed to you when speaking with ****** Services; this feedback will be provided to our leadership team for review.
Please know that you are welcome to use your points to redeem other types of Rewards, aside from the Rouge Reward.
We hope this helps to better clarify.

Sincerely,
Sephora ****** Services
Customer Answer
Date: 12/25/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and while this resolution is NOT satisfactory to me, at this point, it is my word against theirs as I can only go back up to July 2022 on my Sephora account to double-check their claim that I have redeemed 10 rewards during calendar year 2022 (I could not). There is solace in the fact that 2023 starts in a week's time, at which point I will attempt to redeem my points again and then, and only then, will I be able to confirm or reject Sephora's claim. I reluctantly have to accept their response at this time for the above reasons. Should their claim prove to be untrue, I will be making further complaints as my points did not come cheap and I have done nothing to be duped out of them.

Sincerely,

*******************************
Initial Complaint
Date:12/03/2022
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 placed an order on Nov 17. The order number is ***********. The lipstick I received in this order has been dried out. Contacted customer service for a refund nor reship but they refused. I have never claim any loss and damage issue before. Not in a recent year. Never had issue before except this dried out lipstick. I would like to request a refund for the product is defect and unusable. Thank you
Business Response
Date: 12/10/2022
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:12/03/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Better Business Bureau Representatives,I would like to lodge a complaint against Sephora. I'm extremely unsatisfied with their customer service and how they restricted my account without a valid reason. I've been a VIB Rouge member (highest tier of Sephora's membership) for years. On Nov 25th, 2022, I placed an online order but it was cancelled by system later due to "Unsuccessful Authorization". I called their customer service number ************* twice on Nov 30th, chatted with two different agents, and got two completely difference responses. They both told me my account has been deactivated and restricted with online orders until Sephora's fraud team reviewed my account, and they didn't know when I would get a response. The first agent told me the reason was "account activity", and none of my orders were flagged by the system. However, the second agent told me the reason was multiple "reverse transitions", meaning I/someone contacted my bank to dispute my credit card transactions (proved to be not true). She suggested I should create a new account and contact my financial institutions about suspicious activities and possible fraud. She told me a lot of my orders were flagged, ex. orders placed on Mar 31st, Apr 1st, Apr 2nd 2022.With confusion, on Dec 1st I emailed Sephora (screenshot attached), they told me that my account was still active and they asked me to call and their agents would help me place an order. I called again, but the agent told me my account was indeed deactivated, and they couldn't help me place an order until my account is reviewed. I emailed again and this time Sephora didn't even try to resolve my issue, just asked me to call again. I contacted costumer service 5 times and got 5 completely different answers, it seems Sephora has extremely chaotic CS and none of the agents knew what they were dealing with. I would like to have my account back, an explanation of what happened with my account exactly, and an official apology.
Business Response
Date: 12/09/2022
Dear Vienna,
We are sorry to hear that you are having issues with your recent order and that you were not properly assisted when calling into ****** Services.
After researching further, we learned that your previous order may have been cancelled due to out of the ordinary activity on your account. While we understand that this is vague, we regret that we are not able to speak to this further.
That said, we are happy to report that because you had called in to verify your information, we were able to clear the account concerns in our system. Our **************** team has assured us that your orders should be successful going forward as long as the billing and shipping information entered is verifiable and matches with what your financial institution has on file.
Please be assured that your feedback regarding your experience in contacting ****** Services has been documented and shared with leadership.It will be used for our continuous improvement program and to avoid such confusion from occurring again in the future.
Thank you for your understanding and for allowing us to assist you.
Sincerely,
Sephora ****** Services
Initial Complaint
Date:12/02/2022
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 purchased items online and returned them in the store. During the return, since the items are beyond 30 days, they cannot be refunded. The customer service rep at the store insisted on a store credit is the only option. I would have to be in the store to make future purchases. However, I asked numerous times to convert the store credit to a gift card so I can purchase items online. I'm not comfortable with spending a long time in the store due to COVID, RSV, and the flu. I live in ***. When I called Sephora's ***** number, customer service rep ***** insisted **********************'s current policy does not allow store credit to be converted into a gift card. I also spoke to her manager *******, who mentioned store credit was converted to a gift card for me in the past, but they are not able to do so since the pandemic is over. I didn't realize the pandemic is over?! Is it legal to ask customers to go into the store to make purchases during the pandemic with rising case of COVID, RSV, and the flue? I don't understand the difference between store credit and a gift care. ALL I'm asking for is for the amount to be in a format where I can make purchases online.
Business Response
Date: 12/08/2022
*************,
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:11/29/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My order *********** was a gift for a friend she has stated she had yet to receive this package and when I reached out to customers service the state they cant help me
Business Response
Date: 12/01/2022
Dear *****,
We are sorry to learn that you did not receive order # ***********.

After careful review, we can see that our ****** Services team has previously assisted with multiple accommodations across varying accounts associated with your information. As the tracking information confirms delivery of the package,we are unable to accommodate a reshipment or refund.

Please note that this level of discrepancy is extremely uncommon, and to avoid future order issues we encourage shopping in store.

For your convenience we have listed a link to our store locator below:

https://www.sephora.com/happening/stores/sephora-near-me

We hope this information clarifies.

Sincerely,
Sephora ****** Services
Customer Answer
Date: 12/02/2022

Complaint: 18481222

I am rejecting this response because I typically shop in store and ordered these as gift for family, I had spoke with multiple agents who claimed I would receive a reshipment for the order I did not receive once a month has gone by and my family has still stated nothing had arrived I contact Sephora back to learn that my packages went missing once an agent look further into it.. I have had only one pervious shipment issue with Sephora and have been a long time customer I need a resolution as these are gift and this is an unfair outcome based on the fact that I still have no products and the money is take. Fro. My account.. I either need a reshipment or my money back

Sincerely,

*********************
Business Response
Date: 12/02/2022
Dear *****,
We apologize for any frustration you may feel regarding the issues encountered with your orders.
Sephoras business decision not to offer an accommodation for your lost order, ***********, is due to a recent pattern of order issue reports,as well as due to previous accommodations we have already provided you with this year.
There are currently lost package claims on two of your most recent orders, across your several accounts. Neither of these orders are able to be refunded or reshipped. Additionally, in the last year we accommodated you for two missing packages. I have listed them below.
Order # *********** May 2022; lost package and refund accommodated
Order # *********** November 2021; lost package and refund accommodated
As mentioned in our previous reply, this level of discrepancy with online orders is very uncommon. The decision not to accommodate with refunds or replacements for your two most recent orders is final. We invite you to shop in-store going forward so you can be assured to receive your purchases.

We hope this information clarifies.

Sincerely,

Sephora Client Services
Initial Complaint
Date:11/27/2022
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.
While on a business trip I went to the Sephora in store location (albany) many times and made purchases totaling $382.32. I needed to make returns when I came home for some of the products that did not work for me. I went to a location near my home (*****) a Sephora in kohls and was told to return online as they couldn't accept it. I then went home for the holiday and attempted to return there (Sephora in JCP) and they said I could not and they told me to return online. I tried then to return online and could not. I called customer service and they told me I could only return in-store (closest in store location to me 73 miles away). This was known by customer service and they told me their hands are tied and they can not help me. I have been a loyal customer for years and have not made many returns over the years. I would like the amount for the products purchased refunded seeing as how they will not accept return via two stores or online. I am unable to drive 73 miles to the nearest in-store for this return.
Business Response
Date: 12/02/2022
Dear Abbey,
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:11/26/2022
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 with Sephora on November 18th 2022.Order # *********** NEST New York NEST New York Madagascar ******************* Set ITEM ******* Qty: 1 Price: $100.00 MAKEUP BY ***** MAKEUP BY ***************** Crystal **************** Quartz SIZE 0.12 oz/ 3.5 g ITEM ******* Qty: 1 Price: $26.00 MAKEUP BY ***** MAKEUP BY *******************************Citrine Citrine SIZE 0.12 oz/ 3.5 g ITEM ******* Qty: 1 Price: $26.00 MAKEUP BY ***** MAKEUP BY ***************** Crystal ****************** Bronzite SIZE 0.12 oz/ 3.5 g ITEM ******* Qty: 1 Price: $26.00 MAKEUP BY ***** MAKEUP BY ******************* Eyes Eyeshadow Palette ITEM ******* Qty: 1 Price: $68.00 The order total was $267.88 On Friday November 25th 2022 at 4:33pm I received a notification stating my order was delivered. I was home all day and *** never delivered anything to my house. I called *** they stated I needed to address this with Sephora. I first utilized the online chat with Sephora and explained that I did not receive the order but it was reported as delivered. The representative on chat stated they were unable to send me any replacement or refund me due to "company policy."I was absolutely furious so I decided to call in. The phone rep gave me the same response and refused to help me. I demanded that I speak to a supervisor. The supervisor told me that because I had previously had items replaced (they were received damaged) they could not help me with this issue. They refused to re ship or replace or refund me. I got extremely angry as this is theft of my $267.88. I never received the package. The manager advised she would request an over ride to re ship the items but stated she couldn't guarantee it will happen. This is absolutely ridiculous and unacceptable. This is theft. You cannot keep someone's money for items they never receive. I will take this to the **** I want my items re shipped or to be refunded. I've been a loyal customer for YEARS. After this, I will NEVER shop again
Business Response
Date: 11/28/2022
Dear *******,
We are sorry to hear of the continued issues youve had with your order, #***********.
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:11/24/2022
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 on July 5th, 2022, order #***********. I purchased one Sulwhasoo Gentle Cleansing Foam Hydrating Makeup Remover (ITEM *******) and one Sulwhasoo ******************** Makeup Remover (ITEM *******). Before I started to use this product, I never had breakouts but after I started using this I started to have breakouts in my face, but it took me more than 30 days to figure out that this brand was the issue, so I went to the Sephora store on ***************************************************************************** to return these two products but they would not take it although I have 80% of the bottles full, and the cashier said I got the same brand and I also never had breakouts but now I am. It is really hard finding people who know well about the products but I met ******* at the ******************** Sephora and she was very helpful and passionate and show me what products I need now to fix my face, and the total for the new products would be $166 which are *****'s Choice Skin Perfecting 2% BHA Liquid Exfoliant, 10% Niacinamide Booster, ************************** PRO Strength Microdermabrasion Blackhead Eliminator. I spent $82 on these face cleansers and now to fix my face I'll have to spend another $166, I think this is so unfair. Not everyone will be able to notice if a product is suitable within a month. I was confused because the reviews for the cleanser say otherwise so I kept looking away thinking it might be something else that affecting me but at the end of the day Sephoras just doing business. Showcasing a product that will ruin my face and then showing me products that will help my face. Before I purchased this product I went in-store to get a trial sample but they would not give me a trial saying we don't have a trial bottle. I know if they want to they can make a new bottle their trial bottle as I have seen other employees do before. Even if I was given the trial product it would have helped me decide earlier if I should purchase this or not.
Business Response
Date: 12/02/2022
Dear ******,

Thank you for contacting Sephora with your feedback about your purchase of the Sulwhasoo items. Were sorry to hear about your regrettable experience after using these products.

Please know, Sephora is not liable for any reactions caused by products and no product is ever created with the intention of causing an adverse response. As there is no way to know to which products a client might react, it is at ones own risk when a product is tried. We understand not all items are available to sample and that is why we offer a generous return policy.

Items purchased within 30 days are eligible for a full refund to the original method of payment. ******s will receive online or in-store merchandise credit for products returned within 31 to 60 days. As the item was bought more than 60 days ago, we are no longer able to offer a return.

Thank you for sharing your feedback regarding ******* at the ********************. We will be sure they are acknowledged for the positive interaction you have praised them for!

We appreciate having had the opportunity to address your concerns and hope this information clarifies.

Best,

Sephora ****** Services

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