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

958 total complaints in the last 3 years.
350 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:11/12/2022
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 made an order ..it did not arrive.They will not give me credit for the order I didn't receive.This happened before--an item I ordered didn't arrive This time they LOCKED my account for their S**** UP They won't give me my money for an order than was charged to me and not received What they did do was send me the WRONG order that belongs to someone in another state.I spent an hour on the phone ...and nothing was resolved. They expect me to pack and ship the item that was sent to me in error.. I told that is their problem, not mine. I told them I would lthe item outside and they can arrange for fed ex to pick up. They actually told me if I dont' send this back, they wont credit me back the money that I paid for the item II didn't receive. Instead of resolving my problem, they are giving me another one. I looked at the label that they sent me, and to cause more problems, they gave me return items that I DIDN"T receive , not the ones that sent me that belong to someone else. If I return this, they will tell me that I didnt return the right thing and charge me for that. I asked them to send me a corrected label for a problem they gave me They told me that they can't . So if I send this back with the wrong lablel--I will be forced to spend another on the phone with people who have no idea what customer is. Please help.
Business Response
Date: 11/13/2022
Dear *******,
We apologize that you had an issue with your order (#***********)and for any difficulty you had in receiving assistance; your frustration is understood.
After further review, we see that you were able to provide additional documentation regarding the incorrect order received, and therefore, our team was able to process a replacement order for you on 11/12/2022.
Thank you for allowing us to clarify and confirm. We hope you enjoy your new items.
Sincerely,
Sephora ****** Services
Initial Complaint
Date:11/11/2022
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.
My order *********** was said to be delivered 2 days ago but I have waited and it still has not show up. I'll be flying out of the country tomorrow night and some of these items were needed as they were restocks or gifts. I would appreciate a refund as soon as possible. I contacted your chat support, and all they said were "These options are no possible" and hastily ended our session. This is a lot of money to me, and I will have to chargeback or dispute everything if necessary. I'm so upset, NEVER SEEN such a big company be so rude. In addition, your customer service is APPALLING. **** of empathy as well as communication skills, rudely saying she's off to help another? Wow, ridiculous.
Business Response
Date: 11/15/2022
Dear ***,
We are sorry to learn you did not receive your order (#***********)and apologize if the service you received from our ************** team did not meet your expectations. This feedback will be passed on to our leadership for review.
We can confirm that your package was delivered via *** under tracking # 1ZX46F000308143889. The tracking details indicate it arrived at your address on 11/9/2022 at 12:58pm and was signed for by someone at the address.
Due to the other instances where we have assisted with lost or missing packages under this account, as well as under other accounts associated with your name and address, 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 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 ************ 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 **************s
Initial Complaint
Date:11/09/2022
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 drove 40 minutes to Sephora in the *** only to find my regular product was out of stock - your website had said it was in stock or I wouldn't have wasted 1.5 hours of my workday to come home emptyhanded. Your ********** sold me on a comparable item - I told them my regular Sephora eyeliner is not out yet (thank God) - I live in *********** half the time and I am getting on a plane in 2 hours with my current Sephora I was actually wearing right there in front of them! and if there's any problem with this new one once I start it, can I return it when I come back?They said yes, with a 30-day return policy with receipt or exchange without it. My awesome regular Sephora was still going where I didn't really wear makeup up there so I never opened this Urban Decay substitute til I got back home to ******* wearing makeup again. I tried it for the first time while running - it smeared everywhere and I immediately called the store; they said yes, ok, bring it in and we can exchange. Once there, they saw yes it had been used barely once if that - suddenly they said their "machine won't process the exchange." The manager called "Corporate" and we wasted about 20 minutes trying to explain the machine won't, what else can we do for Store Credit? "Corporate" did not seem to speak good English, though I speak 6 languages and offered a different one.I ended up leaving because I had to go back to work so I am FURIOUS at the wasted work time I lost my pay #1, being lied to on the phone before I even drove over there #2, being exchanged NOTHING once I was there #3, and still being out my regular product #4. I am happy to switch to MAC if you've completely changed and this is your new customer service - (I guess hiring stoned millenials under *****?)Thank you.
Business Response
Date: 11/17/2022
Dear ******,
Thank you for the opportunity to address your concerns.
We apologize for any frustration that has come from this issue and we were sorry to learn that the Urban Decay Eye Pencil did not meet your needs.
Based on the notes provided from your call to Sephora ****** Services, it appears that the Eye Pencil was purchased on Sephora.com on 02/27/2022.Because this was well over our return time frame, the stores system would not allow for our Beauty Advisors to process a refund for you.
For reference, our return policy states that new or gently used items are eligible for a full refund within 30 days from when the order was placed. Items returned within 31 and 60 days will receive in-store merchandise credit which does not expire and can be used at any freestanding location.
Sephora.com orders can also be returned by mail by printing a free return label and dropping it off at your nearest ***** location. More information can be found here: https://www.sephora.com/returns-exchanges#ByMail.
We realize that visiting the store unnecessarily was inconvenient,and for this we apologize. Please know, no Beauty Advisor or Manager can guarantee a return via telephone, as all items are subject to an in person inspection and verification before a refund can be processed. You can read more about this here: https://www.sephora.com/beauty/returns-exchanges.
Thank you for taking the time to share your concerns. Please be assured that you feedback regarding your experience will be shared with the appropriate leaders as part of our continuous improvement efforts.
Sincerely,
Sephora ****** Services
Customer Answer
Date: 11/17/2022

Complaint: 18382128

I am rejecting this response because:

WE DUSCUSSED IN THE STORE SINCE ***SEPHORA*** WANTED ME TO EXPERIMENT, WHERE THEY WERE OUT OF MY USUAL PRODUCT: I WOULD BE TRAVELING TO MY SECOND RESIDENCE ON THE OTHER END OF THE COUNTRY! AND SO THIS RETURN WOULD HAVE TO WAIT IF IT DID NOT WORK OUT. IT WAS USED ONCE, AS YOUR SALESPEOPLE WERE PROMISED IT WOULD BE - VERY EASY FOR SEPHORA TO HAVE MADE THIS RIGHT ANY NUMBER OF WAYS - INSTEAD THEY LIED ON THE ***** AT PURCHASE, WASTED AN HOUR AND A HALF DRIVING OF MY WORK TIME ONLY TO LIE AGAIN ON MY RETURN - NOW THIS WASTED TIME SO I'M SOLD - MAC FOR ME GOING FORWARD FOREVER!!!

Sincerely,

***********************
Business Response
Date: 11/17/2022
Dear ******,
Thank you for the opportunity to review your concerns.
We understand that this hasnt been the experience you expected, and for this, we apologize.
To confirm, your return was not declined because the product was used once, it was declined because the return was not made within the policy time frame of 60 days. We regret that we cannot accept items purchased over 8 months ago for return.
As previously mentioned, all returns are subject to a review of purchase date and inspection. No store employee can guarantee that a return is possible until the item is brought into the store. We apologize for any inconvenience may have caused.
As a reminder, purchases made on Sephora.com can be returned through any ***** location in the US within 30 days for a full refund or within 60 days to receive online credit.
We encourage you to review our policy further on Sephora.com: https://www.sephora.com/beauty/returns-exchanges.
Thank you for allowing us to further clarify.
Sincerely,
Sephora Client Services
Customer Answer
Date: 11/17/2022

Complaint: 18382128

I am rejecting this response because:

TOTAL ******** BEGINNING TO END. I had showed them my airline ticket IN THE STORE, told them when I was coming back, ETC. ETC. ETC. It was used ONE TIME, as even the salesgirls on the floor noticed and there was NO REASON for all this wasted time right down to this ALL OF US! over a lousy few dollars. It is the principle - so yes, MAC wins my loyalty for the next 50 years of my life, and I'll be doing word of mouth advertising BADMOUTHING Sephora from now on, after decades of buying your products in ****** with no app.

Sincerely,

***********************
Initial Complaint
Date:11/08/2022
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 bought some items from the sephora website and my order included samples of ***** mascara and *************** perfume. I didn't receive those 2 items and when I contacted them about it they told me they would give me reward points. This is the 3rd time this has happened to me. If they aren't going to be able to fulfill these requests they need to stop offering it on their website.
Business Response
Date: 11/11/2022
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:11/08/2022
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.
My Sephora account was hacked on 10/25/2022 and an unauthorized purchase of a gift card and makeup was made via my linked PayPal. I called immediately when I received the email from PayPal regarding the purchase, I also unauthorized PayPal on my Sephora account. When I called Sephora, they submitted some forms and ensured me the order was cancelled and I would not be charged. Two days later I got an alert that part of the order shipped, that portion of payment posted to my PayPal account, I called back, they stated they would cancel the shipment of the item and the gift card so it will not work even if it was shipped. Two days later I got an alert that the gift card shipped, I was then charged for the gift card via PayPal. I continued to call (at least 5 times) and they assured me that I would get a refund within 10 days. On day 11, no refund, I called again, they stated that the gift card was used (which means Sephora did not cancel it as they stated they did). The customer service rep submitted another form for the refund and said I will get feedback in 72 hours. I just made that call today on 11/8/2022 so I do not yet know the result of that but every step that Sephora has claimed that they have taken prior to this has not actually been completed. Sephora will also not provide any details or confirmations of actions taken via email, so I just have to keep calling back. I do not believe I should have to jump through these hoops to get a refund on a purchase that I did not make. The service representatives are very nice but I still do not have my money back.
Business Response
Date: 11/09/2022
Dear ******,
Thank you for the opportunity to address your concerns.
We apologize for any frustration that has come from this issue. It was not our intention to keep you waiting on a solution, nor cause further inconvenience.
The delay and back and forth may have stemmed from a credit card dispute that was filed on the order in question. We are happy to see the dispute was resolved quickly, allowing us to move forward with a refund. We have confirmed that our ****** Services team provided you a full refund for the gift card. The refund was processed on 11/8/2022 and was issued to your PayPal account. PayPal refunds may take up to 10 days to post. We suggest reaching out to PayPal directly with any questions on this time frame. Additionally, we can assure you the appropriate steps were taken to reset your account password for security purposes.
We are sorry you felt we were unresponsive to your requests to stop the order. Despite being unsuccessful, we can assure you that multiple attempts were made to prevent the order from shipping, by multiple teams.
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. Your feedback has been documented and will help us to improve the client experience going forward.
Sincerely,
Sephora ****** Services
Customer Answer
Date: 11/09/2022

Complaint: 18374358

I am rejecting this response because: while the gift card was refunded, the additional product purchased during that fraudulent order was not refunded. This issue is only partially resolved.

Sincerely,

*******************************
Business Response
Date: 11/17/2022
Dear ******,
We are sorry to hear of the continued issues youve had with this situation.
In review of your information, we see that you were assisted with the additional refund on 11/14/22. Please note, it may take several days for the refund to post to PayPal. We recommend reaching out to PayPal directly if you have further questions on this time frame.
We invite you to contact Sephora ****** Services as well if there is anything else we can help with.
Sincerely,
Sephora ****** Services
Customer Answer
Date: 11/17/2022
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 had to reach out again to Sephora but ******* was able to assist me as needed.

Sincerely,

*******************************
Initial Complaint
Date:11/07/2022
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 a few orders on Sephora website. I have been waiting for these orders. When I wanted to place another order just now, I noticed that all five orders placed last week got cancelled for no reason. I think they should've notified me about the cancellation, but I didn't receive any email about the declined transaction. Sephora is having 20% off for Rough members, and a lot of popular items I ordered are now out of stock. In addition, I redeemed points for around 10 deluxe samples that I really like and want to try, and they are also out of stock now. I am really not happy about Sephora's businesses practices. First of all, I have been a Rough member for over 6 years, and they cancelled my orders for no reason. Secondly, they didn't notify me about the cancellations. If they notified me earlier, I could have contacted customer service earlier or go to the store to purchase these items and redeem points for those samples.
Business Response
Date: 11/08/2022
Dear ******,

We apologize that your attempts to place orders have been unsuccessful and we are sorry for the frustrating experience.
Our system declined your recent orders because there is a credit card dispute pending on a previous order, order #***********. Our order management team is requesting that you call us by phone 877-SEPHORA ***************) to verify further information and to confirm the current status of the dispute. As we cannot guarantee when or how the dispute will be resolved, we are not able to confirm if we will be able to honor the *************** Event discount on a future order. Once your account has returned to a normal status, you are welcome to discuss this further with one of our Beauty Advisors.
Automated emails are sent in the case that an order is cancelled. In review of your account, we see that you are currently unsubscribed from all email communication, which is why you did not receive updates on your cancelled orders. We suggest logging into your online account and adjusting your communication preferences if you would like to receive emails from Sephora again.
We understand that complimentary samples and promotional items are an exciting part of any order. Because all samples are limited and can go out of stock very quickly, we regret that they are never guaranteed. Once the issue with your account has been resolved, and you are able to place orders again, you would be able to choose from the samples and Rewards available at that time. Please be assured, if your order has been cancelled, any points redeemed would be returned to you within 24 hours.

We hope this helps to clarify the situation further.

Sincerely,

Sephora Client Services
Customer Answer
Date: 11/11/2022

Complaint: 18370699

I am rejecting this response because:

I received an email about the investigation on Nov. 7th, which asked to call Sephora customer service. I called on ******* and verified my information with the agent. She told me my account was restored to 'clear and active', and I would be able to place orders again. She did warn me not to use the phone application, but my account should work in a computer browser. She also added back the discount as a store credit, and added 500 points to my account. I was very happy with the resolution and placed another order (#***********). Surprisingly, it got cancelled again! I called customer service again, and another agent told me the previous agent gave me false information, and my account was still under review. Why did two agents give me completely different information? I have been a Sephora Rouge member for over 7 years, and I am really disappointed by Sephora's customer service this time.

Sincerely,

*********
Business Response
Date: 11/17/2022
Dear ******,

Thank you for the opportunity to review your concerns.

We are sorry to hear about the continued issues with your account and if incorrect information was provided to you. We can understand your frustration.
In reviewing your account further, your most recent order was cancelled because at the time it was placed, you still had a pending credit card dispute with us. Notes were added to order *********** on 11/10/22 to indicate that the dispute had been decided, however, we require additional steps on your part in order to update your account status and for orders to be allowed again. Please call us by phone at 877-SEPHORA ***************) so that these steps can be discussed further.
As a reminder, your account is unsubscribed from receiving email communication from us. You can adjust this by logging into your account on Sephora.com or by asking about this during your call.
We appreciate your patience and understanding.
Sincerely,

Sephora Client Services
Customer Answer
Date: 11/17/2022

Complaint: 18370699

I am rejecting this response because:
Your colleague helped me re-subscribed to emails on Nov 9th. I placed another order on Nov 9th, and it was cancelled again, but I still didn't receive any cancellation email. I think the email function is not fixed on my account.
You also mentioned that a decision was made on my account about the chargeback back in April this year. However, I have been a Rouge member for over 6-7 years, and I was happy about Sephora's services. However, in April, I really didn't receive that order; I called Sephora and my refund/replacement request got decline, so I had to file a chargeback with my credit card company. I called Sephora customer service yesterday, and your colleague told me that the only way is to pay the balance to have the account enabled again. However, I don't want to pay for a few hundred dollars for something I didn't receive. What else can I do?

Sincerely,

*********
Initial Complaint
Date:11/06/2022
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.
On 10/28/2022 at about 10:58 AM PST, order #***********, I ordered a same day ************* of the items was not available, so it would ship separately. The order is same day delivery and partial shipment. When I did not receive my same day delivery, I called the next day. I didnt get much help from the first person I spoke with. The second person was able to explain better that probably due to the partial shipment, the same day delivery isnt processing most likely until the shipment is processed. They suggested to call the next day to try and get a refund. I decided to wait for the shipment to process since it was expected on Nov 2nd. On Wednesday, Nov 2nd, the order still said processing. I called again and the associate I spoke with was very helpful, the manager also helped because it seemed to be stuck in the system. They filled a form to escalate it to IT. The associate said usually within 48 hours, they are able to address the issue. She suggested if I dont see anything by Friday, to call back on Saturday. It is now Nov 6th and I have not seen or heard anything back. I am hoping to get a resolution through here.
Business Response
Date: 11/07/2022
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: 11/08/2022
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 appreciate their help and accommodation for the issue.

Sincerely,

***************************
Initial Complaint
Date:11/05/2022
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 made an online order from Sephora, and received it on Nov 4th. One of the products was broken at arrival. I took a picture and contacted Sephora right away for a solution. After talking to a customer service representative online, they let me know that they cant issue a refund or re-shipment because they have already helped me in the past (Im assuming with a previous order which Sephora also made a mistake). That representative just disconnected the chat without any explanations, and the same thing happened when trying to talk to another representative and waiting for 30min. All I want is a refund for that item ($40). Id be happy to send them the broken product back if they send me a label and arrange a *********** for the item.It is inconceivable that companies have a policy of just help you once, when its their fault! They are assuming that you are the one in the wrong, and they are making you a favor, while its *them* who arent complying with the items that you have paid for.Im attaching a picture of the broken product as well as the conversation with the customer representative.
Business Response
Date: 11/07/2022
Dear *********,

We are sorry to learn that one of your items arrived damaged (#***********).

We apologize for any frustration that *** have come from your recent contact with the Sephora ************** team. We aim for every client to have a welcoming and respectful interaction, and we are sorry if you felt this was not your experience.

Due to other instances where we have assisted with lost or missing items and packages, we are unable to offer an immediate reshipment or refund. You are still welcome to return the damaged item, however, we are not able to arrange a ********** for your return.

Sephora.com orders can be returned by mail by printing a free return label and dropping it off at your nearest ***** location. More information can be found here: https://www.sephora.com/returns-exchanges#ByMail.New or gently used items are eligible for a full refund within 30 days from when the order was placed. Items returned within 31 and 60 days will receive a refund in the form of online credit, which does not expire and can be used when shopping on Sephora.com; online credit cannot be used in store. Please know,all returns are subject to evaluation and approval.

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 encouraging shopping in store to avoid any additional order issues. Sephora ****** Creek in ******, ** *** be closest to you.

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

Sincerely,

Sephora **************s
Customer Answer
Date: 11/07/2022

Complaint: 18363987

I am rejecting this response because:
This response is insulting. It assumes the customer is at fault for issues that are clearly responsibility of the company. To be clear, the one time you helped me, is when you sent me a set of face soaps that were a set in an unsealed package, where one of them was missing because of your packaging. This was a $16 product out of approximately $1,000/year order I place on your site. I dont have time to physically go to stores and return things, and this is the reason why I order online. Dont worry about this being at my own risk, there are Ulta stores nearby as well, where I much rather spend my money than in this awful company. You have lost a customer.

Sincerely,

*********************************
Business Response
Date: 11/15/2022
Dear *********,
Thank you for the opportunity to review your concerns.
We have confirmed that you have already been assisted in resolving this issue.
Please feel free to reject the response again if there are additional concerns you would like for us to address.
Sincerely,
Sephora ****** Services Tell us why here...
Customer Answer
Date: 11/16/2022
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 do want to point out that any help was NOT provided by this channel. Representatives were rude and nonresponsive, providing ridiculous justifications for their lack of support regarding a matter that was *clearly* Sephoras fault. Even though I am a Rouge Member, and I spend a lot of money a year in your company, I was told to order at my own risk or to physically go to a store if I didnt want to risk it, because Sephora has made mistakes and they blame me for it. I ended up complaining about this in social media, after finding several people that have been affected in the same way I had, and the representative from ******* had no issues creating a replacement order immediately. Surprising, because every other representative told me the system blocked them from doing that because *I had already been helped in the past*.
Your customer service policy is insulting, especially for people that invest so much on your store. This doesnt change my opinion of how I was treated, and I wont subject myself to this again. As your first response mentioned, I will not risk that Sephora wont make other mistakes with my orders, because they have in the past, and I dont shop in person. I dont have the time and this is not ****. Id be happy to spend my money somewhere else.

Sincerely,

*********************************
Initial Complaint
Date:11/05/2022
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.
Hello. On October 28th, 2022, I placed an order with Sephora as they have 20% off for members who are of the Rouge status. For reference, my order # is ***********. At the time, my estimated delivery date (photo attached) was November 4th, 2022. I got an email from Sephora a few days after saying my package was shipped and would now be delivered earlier on November 2nd (photo attached). Once I had received an email saying my order was delivered, I immediately checked and there was no sign of it. I waited it out that day and decided to get in touch with Sephoras customer service the next day. I spent over an hour in the live chat and the end result was my time wasted. I spent $461.20 on a package that was firstly never delivered, cannot be found, and with no options for a replacement or refund. The beauty advisor at Sephora said the system could not override this because it says delivered online. I asked who was it delivered with? Said an incorrect name that does not exist where I live. I said who signed? No signature. I then said is there a photo of the delivery box? No photo. I always receive photos of my packages. Something is off and I am nearly out of $500 now. I have never experienced an issue like this with Sephora and I am truly lost at what to do next. I was even fine with a replacement, but at this point, I dont even want the items anymore. I will not be returning to Sephora. The companys ethics are in shambles and they truly have no clue how to resolve issues. I have read similar experiences and so I know Im not the only one who has gone through this. I feel SCAMMED. The tracking number for my package is from **** 1Z849EW10341268790. Please let me know if anything can be done to help.
Business Response
Date: 11/07/2022
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:11/04/2022
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.
on nov 3 i brought three bottles of Cologne and door **** delivered to wrong person which they admitted and Sephora is saying is nothing they can do my total was over 400 bucks for the company to not try to make solution to the problem ***********
Business Response
Date: 11/07/2022
Dear *******,

We are sorry to learn you have had issues with your order (#***********).

Per our records, you contacted Sephora ****** Services on 11/4/2022 to report this order missing; the order had been confirmed as delivered by DoorDash with a photo. It was during this contact you were advised we could not accommodate you with a reshipment or refund. We have notes indicating that you called in later that same day to report 2 of the 3 products missing, indicating the order was found.

We can appreciate your efforts to reach out to DoorDash,as was noted in your account, however, we cannot offer an accommodation based on your conversation with them. If ******** finds that a refund is warranted,they will contact our **************** team directly and a refund will be processed.

In addition to the discrepancies noted above, we also find that there have been other instances where we have assisted you with lost or missing items and packages. For these reasons, we are unable to offer a reshipment or refund.

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 encouraging shopping in store to avoid any additional order issues. Sephora State Street in *******, ** may 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 ****** Services

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