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

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:11/23/2022
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.
Hi I ordered an expensive item and it seems to not have been properly packaged both times the package came open - in addition they did not ensure the package or require signature for something over 500 and they cannot help me on the phone. I want a replacement or a refund (refund at this point)
Business Response
Date: 12/01/2022
Dear ****,

We are sorry to learn that you continue to have issues receiving your order.

In review of the tracking information, we see it was delivered to the front door on November 18, 2022, at 10:12 a.m.

Despite the original order showing as a confirmed delivery, we were able to provide a one-time replacement to accommodate you. Being that the replacement order also has been confirmed as delivered by the carrier, we are unable to assist with another 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 ****** Services
Customer Answer
Date: 12/01/2022

Complaint: 18456513

I am rejecting this response because: the box was delivered empty. So of course there is confirmation with no way to reject order because Sephora doesnt allow it

Sincerely,

*************************
Business Response
Date: 12/05/2022
Dear ****,
Thank you for the opportunity to address your additional concerns.
We apologize for any frustration that has come from this situation. As previously relayed, because your most recent order was confirmed as delivered, we must uphold our decision to decline an accommodation.You are welcome to contact the carrier if you have questions about the delivery.
Given that having two high value packages arrive with an empty box is extremely uncommon, and not the type of experience we strive to provide our clients, orders placed to this or other addresses will be at your own risk until we have determined that you are reporting an acceptable pattern of order issues. We recommend shopping in store, like Sephora **************,which may be your nearest location, to avoid any additional order issues.
We hope this information better clarifies.
Sincerely,
Sephora Client Services
Customer Answer
Date: 12/07/2022

Complaint: 18456513

I am rejecting this response because:
when I reported an empty box and poor packaging action should have been taken on your end to ensure the package was adequately prepared. What you are basically saying is no matter how poorly you package a product tough luck if it gets to you or gets to you in one piece. This is horrible customer service. In addition, when my daughter went to ************** it wasnt in stock and they suggested ordering online.
so by your suggestion and all the complaints I see on your packaging and por customer service, I am not surprised that your customers are not important.

Sincerely,

*************************
Initial Complaint
Date:11/22/2022
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 placed an order on Sephora.com on 11/13/2022 my confirmation stated it would take a while to arrive due to high demand. Anyway, I placed the order and a couple days later I receive notification that my package had arrived. First of all, I never received my package, if Im spending this much money somewhere they better make sure someone signs for it not leave it anywhere for people to potentially steal it while youre away. I contacted Sephora and they said they couldnt resend the package or give me a refund. What am I supposed to do now with all this money gone and my package lost/stolen without any attempt on the Company to make this right. I will be filing a civil lawsuit against Sephora if this is not corrected in a timely manner
Business Response
Date: 11/29/2022
Dear *********,
We are sorry to learn that you did not receive your order (#***********).
The parcel associated to tracking # 1Z6A4Y720357170594 was delivered to your shipping address on 11/18/22 at 12:07 PM.
As this order was confirmed by the carrier as delivered, and due to the other instances where we have assisted with lost or missing packages, we are unable to offer a reshipment or refund. For further help with retrieving your package, we recommend seeking assistance from the carrier.
Please know that we welcome you to continue shopping with us online, but if you place orders to this or other addresses going forward, it will be at your own risk until we have determined that you are reporting an acceptable pattern of order issues. I also encouraging shopping in store to avoid any additional order issues. Sephora ****** would be closest to you.
Thank you for allowing us the opportunity to address your concerns, and we hope this information helps to clarify.
Sincerely,
Sephora Client Services
Customer Answer
Date: 11/30/2022

Complaint: 18449839

I am rejecting this response because:I have not received the products I paid for, I will be further escalating this case since it was not resolved as it should be. I didnt get my money or products and I feel robbed this is ridiculous.

Sincerely,

Claujenny ******
Business Response
Date: 12/02/2022
Dear Claujenny,
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: 12/03/2022
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,

Claujenny ******
Initial Complaint
Date:11/21/2022
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 two Sephora gift cards for $200 each after being scammed online. But before the scammer could act, I called Sephora and confirmed that both cards still had $200 each credit. i asked them to freeze the card. They agreed to freeze the card. They took the card number, pin number and my name. When I called them back to unfreeze the card, they refused to do it. I did not ask for a refund, but that they reinstate the amount on the cards. They refused to do that also. My last contact with them was November 17, 2022.
Business Response
Date: 11/30/2022
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:11/20/2022
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.
I purchased $545.46 at Sephora, but I didnt receive the package. I went to the customer service staff to communicate. They told me to contact the courier company. I also contacted the courier company. They told me to contact Sephora. I contacted the Sephora customer service staff. , but told me that I can't get a refund, and then ***** responsibility, I am very sad, I have purchased products at Sephora many times, this is the first time this has happened, because I purchased products at Sephora Corporation, this situation should be Sephora's responsibility , but they are not in charge, which makes me sad.Sephora account number:***************** Order ****************** Order date:November 17,2022 Tracking Number:1ZX46F000308585652
Business Response
Date: 11/22/2022
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
Initial Complaint
Date:11/17/2022
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.
For over a month Ive been trying to place a same day delivery for two items. I was offered a free same day delivery 30 day trial and I added it to the cart. When I tried to purchase it kept saying error about my payment. I tried purchasing without the 30 day trial and yet the same error keep showing! Sephora and its useless incompetent workers kept blaming my bank. I keep telling them THAT IVE CALLED MY **** BANK MULTIPLE TIMES AND THEY TELL ME THE SAME THING OVER AND OVER THAT THERES NO HOLD ON MY ACCOUNT AND ITS IN GOOD STANDING! The fact that Im not able to place a same day delivery has NEVER happened to me before ! Ive used the same card on file for multiple purchases ! I dont understand what the issue is ! Its clearly a glitch on Sephoras end cause all my information are input correctly, just like how it was on my previous orders ! *** tried restarting my phone, updating my phone, EVERYTHING AND YET IM STILL NOT ABLE TO PLACE AN ORDER ! OBVIOUSLY something is wrong on Sephoras end and is extremely disappointing that none of the agents who are clearly incompetent wasnt able to fix it ! Instead, they gave me nasty attitudes and blamed my bank, yet I still remained calm and just wanted this to be fixed. So what? Youre telling me I wont be able to place another order and Ill lose all my points Ive earned? Sephora needs to fix whatever is going on so I can go back to placing orders, cause again this has never happened before !
Business Response
Date: 11/21/2022
Dear ***,
We apologize that your attempts to place an order have been unsuccessful and are sorry for the frustrating experience.
We were sorry to hear that you did not receive the assistance you needed when contacting Sephora ****** Services. Please know,your feedback will be passed on to our leadership for review.
We can confirm that our system is declining your orders because the billing address you are entering does not match exactly what your bank has on file. We recommend specifically asking your bank that the address associated to your card is the exact address you are providing to Sephora.
Should you need assistance with replacing your order, please feel free to chat us on Sephora.com or call us by phone at 877-SEPHORA ***************).
We hope this information clarifies and thank you for allowing us the opportunity to address your concerns.
Sincerely,
Sephora ****** Services
Customer Answer
Date: 11/21/2022

Complaint: 18418569

I am rejecting this response because:FOR THE 100th TIME! My bank is not the issue here, its SEPHORA ! I keep telling yall over and over *** already confirmed with my bank over a thousand times that I have the correct billing address! Its the same billing address thats been on my file with my previous orders! So Im not understanding what the issue is ??? I wont continue this annoying back and forth! If yall not going to make any effort to fix my account or open yall eyes to see its an issue on yall end, then yall need to find a way to reimburse me for the points Ive accumulated!

Sincerely,

*************
Business Response
Date: 12/02/2022
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

Complaint: 18418569

I am rejecting this response because: I seen your email and its still placing blame one me and my bank WHEN ITS CLEARLY A SEPHORA PROBLEM ! Ive responded to the email, kindly respond .

Sincerely,

*************
Initial Complaint
Date:11/17/2022
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.
Hi This is for order *********** placed on October 28th. Tracking number ********* with *********** delivery company.I placed an order for a total of 319,17$It was supposed to be a big order with 6 products. I only received a very small box with three products that have nothing to do with my order. I believe the warehouse people got mixed up and sent me the wrong order. I spoke with customer service twice and nobody could help me. I sent an email and never got a response. I went to the Anjou store as the customer service lady told me to and nobody could help me there either. I went there with the three products I received and they would not take them back. They should ask the delivery company the dimensions of the package that was sent to me so they can see I have not received what I was supposed to. I need your help to settle this as I already spoke with 3 different people in the company and nobody could fix the problem they created. I am sending you the pictures of what I received. (Wrong order)Thank you very much
Business Response
Date: 11/22/2022
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:11/16/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order of $287.27. at Sephora on Nov 7th 2022. The order was set to arrive on Nov 9th, however i never received my package. The tracking does indicate it was delivered, however that never happened. I never received anything. I contacted sephora and they told me that there was absolutely nothing that they could do given the fact that they had helped me with problems (that the company made, not me.) in the past. I saved up for months for this order, so being basically robbed of my money, and not receiving anything i ordered is devastating. Ive been a loyal Sephora customer since i was 11. Its been years, and years, of constant purchases so the fact that Sephora refuses to accommodate, or help me in any way is, again; devastating. My order number is #***********. Thank you.
Business Response
Date: 11/17/2022
Dear ********,
We are sorry to learn that you did not receive your order (#***********).
The parcel associated to tracking # 1Z6A4Y791312841386 was delivered to your shipping address on 11/9/22 at 3:45 PM.
Due to the multiple instances in which weve previously assisted across this and other accounts associated to your information, a reshipment or refund will not be offered.
Please know that we welcome you to continue shopping with us online, but if you place orders to this or other addresses this will be at your own risk until we have determined that you are reporting an acceptable pattern of order issues. We also encourage shopping in store to avoid any additional order issues. Sephora ************** in ************ may be closest to you.
Thank you for allowing us the opportunity to address your concerns, and we hope this information better clarifies.
Sincerely,
Sephora Client Services
Customer Answer
Date: 11/17/2022

Complaint: 18416377

I am rejecting this response because: This did not solve my issue at all.

Sincerely,

*******************************
Business Response
Date: 11/20/2022
Dear ********,
We again apologize that a portion of order # *********** was not received.
As mentioned in our initial response, we are unable to offer a reshipment or refund due to the previous accommodations made across other accounts using some or all of the same information and/or address used on the current order.
Given that this level of discrepancy in shopping history is extremely uncommon and not the type of experience we strive to provide our clients, orders placed to this or other addresses will be at your own risk until we have determined that you are reporting an acceptable pattern of order issues. We recommend shopping in store to avoid any additional order issues.
We hope this information better clarifies.
Sincerely,
Sephora Client Services
Initial Complaint
Date:11/15/2022
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.
Date of transaction: 11/1/22 Paid $101.45 I contacted customer service many times regarding a failed delivery of my package. They did not help me at all. They sent me on a wild goose chase to resolve it. My package was delivered on 11/4/22, but not to my place. I called Sephora and notified them, but they declined to resolve it. Their customer service told me to contact the carrier and file a claim. I called the carrier OnTrac and they informed my package was delivered to the wrong address and that Sephora needed to call them for proof of delivery and to file a claim, not me. So I called Sephora back and told them what was said to me by ******. They said they do not contact the carrier. It is up to the customer to do that. I called Ontrac again for assistance. They said through their system they could not help me, but to call my bank for financial assistance. I called my bank and they issued credit to my account while they investigate my dispute. This is the third package from them I did not receive. Order # *********** Tracking # C11800226461752
Business Response
Date: 11/22/2022
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
Customer Answer
Date: 11/27/2022
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.

This is after sending me on a goose chase to do their job. My address was always correct and I ordered 3 times in a week, which none were delivered. This was a major error on Sephora's side. I shouldn't have paid the price for it.

Sincerely,

*****************************
Initial Complaint
Date:11/13/2022
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.
There was a fraudulent order on my Sephora account placed on September 26, 2022. The order was placed online and was picked up in ******* ****** by someone named Kevish. I live in ************* *********** extremely far away from ******. This order was not placed by me and their website was obviously hacked. I called And was told that I would be refunded within 24 hours. I have not been contacted sense so I called today November 13 and spoke to a **** who said he did not see where a form was put in at all the first time that I called. He said that I would have to wait an additional 7 to 10 business days for them to look over my account. I logged into my account and again it was sent to ****** and there were three things in my cart. I explain to him what was happening and asked him to close down my account. He said I would then have to wait an additional 10 business days for my account to be deleted. I asked him why this was happening and why somebody was still able to get into my account after I changed my password. He said he would not be able to help me with any of my questions. His team lead that he kept going back to her name is ********. It has been a month and a half of me trying to get my money back and going back-and-forth with them and still nothing has been resolved. I was also charged an international service charge through my bank because this transaction was done in ****** and again I live in *****************.
Business Response
Date: 11/16/2022
Dear *********************,
Thank you for the opportunity to address your concerns.
We apologize for any frustration that has come from this issue and we understand your concern. We have confirmed that our **************** Team processed a full refund for the order today, 11/16/22. Keep in mind, PayPal may take several days to post the refund to your account. We recommend reaching out to PayPal if you have questions about this time frame.
Please know, Sephora takes the security of every clients information very seriously. We are not aware of any data breech, and as a general rule of thumb, we do not recommend a client use the same password on multiple sites. We can assure you that the appropriate departments are reviewing and taking the necessary steps to prevent this from occurring again in the future. To confirm, your password was recently reset during one of your calls to us.
In regard to the status of your account, we discovered that a dispute was filed for one of your orders. Please be aware that your account,and any associated accounts, have been suspended. The accounts will remain in this state until the dispute has been resolved; no orders will be processed during this time. We recommend working with your financial institution for updates and advice on how best to move forward with the dispute.
We could not find any issues with your account surrounding the country location. It may be that the website is listed under ****** for shopping. After logging on to your Sephora.com account, we recommend scrolling all the way to the bottom of the home page. To the right of center, you will find country choices (*************,******, and ****** (French). You will want to make sure the United Statesoption is selected.
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:11/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order of $458 and the driver delivered it to the wrong address and I have proof that the picture taken after delivery is not the same house they have delivered my packages previously. Sephora refuses to provide a refund or a reshipment of my order. Completely disappointed and definitely do not recommend shopping online at sephora!
Business Response
Date: 11/14/2022
Dear *****,
We apologize that you had an issue with your order (#***********)and for any difficulty you had in receiving assistance; your frustration is understood.
We are happy to see, that after further research, our team was able to process a replacement for the order on 11/13/2022.
You are welcome to reject this response if you need further assistance.
Thank you for allowing us to clarify and confirm. We hope you enjoy your new items.
Sincerely,
Sephora ****** Services

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Sephora is NOT a BBB Accredited Business.