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

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:11/03/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 10/23/22, I applied for a Sephora **** Credit Card that operates through ********************** The credit card application promotes a 25% promotional discount for first time purchases with the card. I received and activated my card on 11/01/22. I attempted to check out the items in my Sephora shopping cart applying the 25% discount and kept receiving the message Your order or profile does not qualify for the first purchase discount with Sephora Credit Card. I called the customer service line with ********************** and the customer service representative (***) attempted to order the items for me. I provided my account information so she could pull what I have saved in my cart. The *** kept informing that my cart is empty. Meanwhile, Im logged into my account and see my cart has items inside. The *** stated I should be able to see an order number on top of the screen for her to pull up, which doesnt exist on my end. The *** was not able to help me make a purchase because one of the items I wanted went out of stock. Since Im trying to redeem the 25% discount, Id have to order all the items in one purchase. I made another attempt on 11/03/22 by calling the Sephora customer service line. I informed the *** my issues from the previous day and explained that I needed her assistance in creating a saved cart on her end so that I could make the purchase swiftly once the item I want is back in stock. She informed me that this was not possible as they cannot save carts on their end. She stated if I continue to experience issues with applying the discount, I should call the billing department directly. At this point, Im given the runaround for a promotional discount that seem too good to be true. I have reasons to believe Sephora is operating in bad faith...I've attached a pdf of full complaint. Please provide a 25% off discount code as promised per the credit card application, so I can apply it to my cart without issues and jumping through hurdles.
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

Complaint: 18357001

I am rejecting this response because you have not responded to my reply with ****** (corporate representative). She is offering the same solution the previous two customer service representative offered and couldn't resolve.
I'm pasting my response here:
Hi ******,

Thank you for reaching out. Unfortunately, the item I wish to purchase is no longer available (Item#: ******* Dyson Special Edition Airwrap Multi-Styler Complete Long). Respectfully, the solution you're offering does not solve my problem. I'm requesting for a discount code to use on my own because your response time is not quick enough. The item went out of stock as the previous CSR attempted to help (she also suggested the same solution you're offering). The process to redeem the credit card first buy discount should be as easy as applying for the credit card. That's it. The solution to have customers call, wait, attempted troubleshoot, then get suggested to call the billing department is not a viable solution moving forward. The discount is now reduced to only redeemable when your customer service department is ready to help during business hours. This promotion now seems like a scam, with so many stipulations/hurdles that your customers are unaware of. I'm requesting for a 25% discount code to use. This is how you can resolve my problem.

Thanks,
*****

Sincerely,

Shun-chi *****************
Business Response
Date: 11/15/2022
Dear *****,
Thank you for your additional concerns.
So that we could address your inquiry in full detail, we had contacted you separately on Monday, November 7, 2022. We had responded again after your initial reply, though we have not heard back again.
We will respond via email again to confirm if there are any further concerns or issues you would like to discuss.
Thank you and we hope this helps to clarify the situation.
Sincerely,
Sephora Client Services
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.

Sincerely,

Shun-*********************
Initial Complaint
Date:11/03/2022
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.
Sephora will not issue a reshipment or a refund for an order that was lost in transit. order #***********. Sephora states that this is due to:After careful consideration of your account and any previous accommodations made, we are not able to assist with a replacement or refund for this order.I have had ZERO issues with orders through Sephora. Sephora's refusing a return for a lost package based on my account history is a violation on CA Consumer Laws.Universal Citation:CA Civ Code **** (2013)(a) Every retail seller which sells goods to the public in this state that has a policy as to any of those goods of not giving full cash or credit refunds, or of not allowing equal exchanges, or any combination thereof, for at least seven days following purchase of the goods if they are returned and proof of their purchase is presented, shall conspicuously display that policy either on signs posted at each cash register and sales counter, at each public entrance, on tags attached to each item sold under that policy, or on the retail seller s order forms, if any. This display shall state the store s policy, including, but not limited to, whether cash refund, store credit, or exchanges will be given for the full amount of the purchase price; the applicable time period; the types of merchandise which are covered by the policy; and any other conditions which govern the refund, credit, or exchange of merchandise.Some stores keep records of consumers who frequently return merchandise and sometimes report that to a central reporting company and may not offer returns or refunds to such customers. The return policy notice must refer to such practice.I am filing a complaint with the attorney general's office since a refund has been refused.
Business Response
Date: 11/10/2022
Dear ****,

We are sorry to learn you did not receive your order (#***********).

In review of the tracking information, we see it was delivered on 11/2/22 at 12:03pm to the parcel locker/dropbox associated to the shipping address. As the package reflects successful delivery, we are unable to accommodate a reshipment or refund.

Please also note that 11/4/22, an email was sent to you via the same email address listed when filing your BBB complaint notifying you of our business decision to no longer accept online orders or returns sent by mail given the pattern of refunds and/or reshipments already accommodated.
Please know that this decision will not be reversed, and your account cannot be reinstated. We invite you to shop in-store only going forward.

We are requesting that any purchases going forward are made exclusively in store. For your convenience, our store locator can be found here: https://www.sephora.com/store-locations-events.

We hope this information clarifies.

Sincerely,

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

Complaint: 18356058

I am rejecting this response because: I have had zero issues with returns / refunds on this account. This was the first order that has ever been not delivered so Im not sure why Sephora would not file a claim for this lost parcel. Sephora is violating their own return policy/

Sincerely,

*********************
Business Response
Date: 11/18/2022
Dear ****,

Thank you for an additional opportunity to clarify.

We are unable to offer a reshipment or refund due to the previous accommodations made, which include several of the following orders:

Order # *********** November *****; missing items reported and redund accommodated
Order # *********** September 2021; empty item returned and refund accommodated
Order # *********** April 2021; returned items not received by distribution center and refund accommodated

We are requesting that any purchases going forward are made exclusively in store. Sephora ************* in ********, ** is closest to you.

We hope this information clarifies.

Sincerely,

Sephora Client Services
Customer Answer
Date: 11/18/2022

Complaint: 18356058

I am rejecting this response because:
I have never had ANY issues on this account. In fact, I was told they were sending out a replacement order and then they changed their mind and closed my account.
Sincerely,

*********************
Initial Complaint
Date:11/03/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on October 28th for $750 on Sephora's website. I got the notification that my package was delivered but it wasn't in front of my apartment door so I went to check with concierge who told me nothing had been delivered that day. I called customer service and they informed me that it was marked delivered but the photo they uploaded was only a photo of the main door to my building without even the package visible in the photo. The **** footage from my building shows no package being delivered. She told me that it was likely stolen or lost because of this photo evidence and told me that she would look into this with the shipping company. I then received an email later that evening that Sephora had cancelled my order and they would not be refunding me. I called customer service again and spoke to the supervisor who basically told me there was nothing he could do even because it was confirmed delivered, even though the photo provided showed no proof of that. I asked to speak to someone above him and he completely ignored my question and told me there was nothing that could be done, even if I had **** proof that nothing was delivered. I have been a customer since 2011, have been Rouge the entire time and I cannot understand how Sephora is taking close to ***************************************************************************************************************** any avenue to look into this further.
Business Response
Date: 11/03/2022
Dear Jiwon,
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:11/02/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered online through Sephora. Unfortunately, the package was missing. I tried to get reship or refund, but Sephora refused to say there was so many reship happened under my account. However, the reship previously were all because of missing items within any order. It's their employees' mistakes forgotting to package any items. And now I have to take responsibilities for these mistakes.
Business Response
Date: 11/03/2022
Hi there,

Upon review of your account, we can see a member of our client service team was able to address your concerns.

Thank you for reaching out.

Best,

Sephora Client Services
Initial Complaint
Date:11/01/2022
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.
Hi,I placed an order with Sephora and it has not arrived. Chatted with customer service and they said it will arrive today. Sephora automatically charged me with a service called same day delivery today. It is clearly not working in my area and they charged it automatically. I was seeking cancellation and a refund same day I got charged. and was told it could be cancelled but not be refunded. I refuse to pay for a service that doesn't work. I want it cancelled and refunded same day it was charged because I will be encountering this for. whole year and Id rather this be resolved the same day they charged it than me reporting it has not been working every time I order. Thank you
Business Response
Date: 11/01/2022
Dear ****,
We are sorry to hear there was an issue with one of your orders, and also that our Same Day Delivery subscription may not be a good fit.
In review of your information, we see you have already been assisted.
We invite you to contact ****** Services if there is anything else we can help with.
Sincerely,
Sephora ****** Services
Customer Answer
Date: 11/02/2022
Hi, ive been ussued a store credit . Please cancel or close this case. Thank you.
Initial Complaint
Date:10/31/2022
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 recently purchased a lip pencil at a Sephora store in *** while on vacation. I did not open the product until I returned home. When I opened package, lip pencil was damaged and unusable. I contacted Sephora customer service. They could see my accountknew I purchased the product in ***.but said since I purchased in store I had to return in store. I told them the nearest Sephora was an hour away from my home. The response was sorry for the inconvenience. I called the Sephora store near me (the only one.which is an hour away) and was told they dont carry the lip liner/makeup line at their store and all I could do was return the product. I then called customer service online to relay this information and was again, told there was nothing they could dosorry for the inconvenience . Horrible customer service and policy.
Business Response
Date: 11/01/2022
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:10/29/2022
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.
Sephora advertises a certain dollar amount of savings for opening their credit card based on the items in your cart. However, after opening the card, youre not allowed to spend that much using the card, even if your credit limit would cover the purchase. Its deceptive advertising.
Business Response
Date: 11/01/2022
Dear Baya,
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: 11/03/2022

Complaint: 18332536

I am rejecting this response because: my complaint regarding the deceptive advertising was not addressed. My grievance was not addressed; I missed out on a product I wanted with the advertised savings, despite all indication that I could use that savings immediately. Sephora could have offered to make me whole in a number of ways, which they did not.
Instead, the representative explained the policy and offered a coupon code to be used if I was nearing my 30 days from original coupon expiration. That offer is neither acceptable nor relevant to my complaint.
I replied and further explained my grievance in the hopes that they would respond more appropriately, but it has been over 48 business hours with no further response.

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.
Thank you,
Sephora ****** Services
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.

Sincerely,

***********************
Initial Complaint
Date:10/28/2022
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 ordered a same-day delivery from Sephora on 10/28/2022, and the service of the delivery for my order is fulfilled by UberEats. The Sephora order number is ***********. The UberEats' driver was not able to deliver it to me and marked the order delivered, while I never received it. I wasn't able to contact the UberEats' driver once the order was marked completed since they use Caller ID block. I contacted Sephora and they blamed it on UberEats and refused to share a UberEat's order number with me that Sephora placed for the order to UberEats to fulfill my order. They also contended that since it's a "forwarding address", they are not responsible for the lost and nor compensation. This term has never shown ** in any terms and conditions on Sephora's website. I contacted UberEats' customer service too, but obviously their order system is separated from what Sephora placed the fulfillment order with. Hence, it is impossible to track the order from UberEats except it can only be tracked through Sephora, and they refused to provide me with that information.
Business Response
Date: 10/30/2022
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:10/28/2022
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 original order, *********** was lost and never received. I used afterpay for that order. So sephora sent a replacement and the one item I returned via mail. And they received it on ***** and I received an email stating my refund was for a store credit. Which I do NOT want! I reached out twice via chat telling them I want my afterpay refunded. Not a store credit, nor do I want it refunded on a debit card. How hard is it to look up an order and refund that account?? It's not! Do your job! Refund the afterpay $46.64 like I asked!
Business Response
Date: 11/02/2022
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: 11/03/2022
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,

***************************
Initial Complaint
Date:10/28/2022
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.
In December of 2021, I had reported to Sephora customer service via phone that I had not received some of my packages. I live in a condo and concierge keeps track of all incoming packages. There was no proof of delivery and prior to dispute with my bank I had advised Sephora that the packages did not arrive. Instead of issuing a refund and investigating through their delivery services what happened to my missing packages, Sephora proceeded to block and ban my account after fault of their own service providers. I went back and forth on the phone and I have an email trail that goes on for months with Sephora refusing to provide clear reason and lacking to take responsibility for their faults. I have emailed several times and they have ignored my request to reinstate and investigate my account. Furthermore they have blocked the accounts of all people related to me by the same last name who have never even placed an order before.They told me I can only shop in store now, yet there are products simply not available Im store and always out of stock. This is extremely frustrating and unacceptable.I have spent thousands of dollars at this business. I have received majority of my packages in the past, but as soon as I reported the ones I did not receive at all they proceeded to ban me from online orders.I would like this rectified across my account and those sharing the same last name this is unethical behaviour and discriminatory.I am now escalating this to BBB as Sephora refuses to respond to my inquires and rectify this issue for nearly the past year.I am a rouge member which means I spend $1000+ and I am entitled to a 20% discount twice a year. I cannot get the products I want because this business has wrongfully banned me from online purchases.
Business Response
Date: 11/03/2022
Dear *****,
We apologize for any frustration you may feel regarding the issues you have encountered with your orders and accounts.
Sephoras business decision to no longer accept your online orders or returns sent by mail is due to a pattern of accommodations we have made based on your past claims of lost packages,including the incidents below:
Order # *********** November 2021; lost package and refund accommodated.
Order # *********** November 2021; lost package and refund accommodated.
Order # *********** November 2020;lost package and refund accommodated.
Order # ***********- November 2020;lost package and refund accommodated.
Order # **********- April 2017;lost package and refund accommodated.
Please know, this decision will not be reversed, and your account cannot be reinstated. We invite you to shop in-store only going forward. Our records indicate that you were notified of this decision on more than one occasion between December 2021 and February 2022.
As we are unable to share account information with anyone but the account holder, we are unable to speak to your concerns regarding the accounts of your family members.
We welcome you to take advantage of the *************** Event in store. For your convenience, our store locator can be found here: https://www.sephora.com/store-locations-events.
We hope this information clarifies.
Sincerely,
Sephora Client Services
Customer Answer
Date: 11/03/2022

Complaint: 18326603

I am rejecting this response because:
Refer to attached PDF for all facts.

Sincerely,

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

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