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.
348 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:10/08/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 29th I purchased make up from Sephora in **************************. The person told me the make up was for sensitive skin. Come to find out it is not. I had a bad allergy reaction. I had paid with cash and lost my receipt. It shows on beauty insider my purchase and the date. The executive manager ****** was rude to me and my husband. She said they found my receipt in the back but Sephora does not have a bar code on the receipt. So I'm at a loss of makeup almost 50 dollars worth. Very condescending talking over us and laughing. I went thru breast cancer twice. I don't have a lot of money. This was a big loss. To think this is the way they treat their customers.
Business Response
Date: 10/11/2022
Dear *******,

Thank you for reaching out regarding your recent experience at the Sephora within ***************************. We apologize for any frustration this issue has caused.

We kindly ask that you reach out to Kohls customer service directly, as they oversee the client experience and systems for any purchases and returns made within Kohls. They can be reached by calling **************.

Thank you.

Sincerely,

Sephora Client Services
Customer Answer
Date: 10/12/2022

Complaint: 18186932

I am rejecting this response because:

Sincerely,

*******************************
Initial Complaint
Date:10/07/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I want to file a complaint against Sephora .09/16/2022, I take two orders at Sephora,order number is ***********, $149.5; oder number 50601801918,$34.5 09/15/2022, order 50571585266,$93; I didnt receive all the package. The tracking number is C11800225946408, C11800225956225, The delivery company is ontrac My shipping address is ********************************** ,********,**,97251,************.At 09/20/2022 I receive an email said my package will be delay. I saw the tracking information,at 09/20/2022 5.19PM,package deliverd,at 09/20/2022 6:01 PM,new event show shipment delayed.I realize something is wrong,so I contact delivery company that is ontrac who told me sephora give delivery address is ********************************************************** different from the shipping address on my Sephora oder.I contact Sephora ,but they said they could not offer any help because my address is business address.This is clearly Sephoras fault.Why should consumers bear this responsibility? What does it have to do with the delivery address in their policy,they can not sell this address at the beginning.Since they sell it,they will be responsible for the entire order.
Business Response
Date: 10/11/2022
Dear *****,
We are sorry to hear of your frustrating experience when attempting to get assistance with your orders.
In review of your account and orders, 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: 10/11/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, ********************** found the shipping address that give ******************** was wrong and they said will return back my money above my all complaint order. Id like to thank you for your hard work for my complaint. Thank you very much

Sincerely,

*******************
Initial Complaint
Date:10/05/2022
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 received a sample box with a scent certificate for a free bottle for my birthday. The store can not get the certificate to work. Can you please send me a bottle of ************* #******* and the October bday gift - Nars one if possible.
Business Response
Date: 10/11/2022
Dear ******,

To best assist you with your concerns, we will be sending you an email to the email address used when submitting your review.

We look forward to corresponding with you directly.

Sincerely,

Sephora ****** Services
Customer Answer
Date: 10/12/2022
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:10/03/2022
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 been owed $217 for over a month with NO RESOLUTION. The Sephora employee made a mistake when ringing up my product in store and did not apply the 25% discount for a $217 purchase. They POST VOIDED the purchase and rang me up again for the correct amount. Now over a month later I still have the $217 charge they post-voided on my card. I have both receipts, I have spoken with the store manager several times over the past 2 weeks who says it is now being handed by the "processing company" and there is nothing they can do. Haven't heard from anyone since and Sephora still owes me $217 that is now accumulating interest on my credit card.
Business Response
Date: 10/04/2022
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:09/30/2022
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 have been a customer of ********************** for many years and never had any issues. On 9/15/22 I picked up an order placed on line and used curbside. It took 20 - 25 mins after checking in to get the order. The rep was nice and brought it out with samples and apologized. Same think happened on Thursday evening 9/22/22 when I went to pick up a second order, except the person who brought out the order was rude and claimed the store was busy etc. I was waiting for 30 minutes. At 6:05 on 9/22/22 I called the store to complain to a manager and spoke to the store manager ***. I explained the situation and how I would not have been as irate but it happened before on 9/15/22. During the course of this 8 minute conversation, ***** apologized and explained that there was a technology issue and offered to mail me a $30 sephora gift card as I had left the store. She asked for my name and mailing address. It has been over a week and I have not received the gift card. I did not ask for it, she offered it and based on principal I should receive it. I subscribe to **** informed delivery and there has not been anything from Sephora. When I reached out to the store via online chat, I have gotten the runaround and really no assistance. I just want what was promised to me. I have been a loyal customer for years, and spend in excess of $2,000 annually at this store and never had any complaints until this year.
Business Response
Date: 10/04/2022
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:09/29/2022
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 hate to do this but its been several times i go to this store down in *****************************************************. i went there about month ago looking for the rare beauty products i wanted to try and i went in with my sister whom we both are Latinas and were speaking Spanish. when asked the employee for help she simply ignored us and stated sorry I'm busy walked away, then seconds later a white person goes up to her and asked the same employee for help and the staff literally stops what she was doing and decided to help the other customer. me and my sister did not receive help staff would stare and just stand there not approaching us and helped other people knowing we asked for help. this is not the first time this happens and exactly why i completely avoid going into Sephora because i never feel welcome and always seems to be not a diversity friendly staff there. when i asked to speak to a manager we were told they didn't have a manager and the staff turned over the name badge and refused to give us her name. me and my sister went into the store happy to find rare beauty products to get and try and we ended up just leaving completely upset and embarassed.
Business Response
Date: 10/04/2022
Dear ***,

Thank you for taking the time to share your concerns with us regarding your visits to Sephora Lancaster.

We are very sorry to hear of the negative experiences youve had at this specific location. Please know that Sephora is a values-driven organization with a goal to create an inclusive space where all beauty enthusiasts feel they are welcomed. We apologize that you have felt otherwise.

Feedback like yours is taken very seriously. Your comments will be shared with the appropriate leaders, including the District Manager and the stores management team, to review the matter and ensure this type of experience does not happen again.

Sephoras ongoing dedication to fostering a sense of belonging amongst all of our clients and employees is in everything that we do.We sincerely appreciate the effort and opportunity to improve.

Sincerely,

Sephora Client Services
Initial Complaint
Date:09/28/2022
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.
Ordered a product from Sephoras website, it shows delivered into my mailbox but it was not. Spoke to 4 peoples in total and they kept telling me theres nothing we can. Basically they took my money, offered me the worst and nastiest customer service you can imagine and told to go figure it out. I called the executive office of Sephora and left my contact information for someone to call me, of course none called me. My order number is ***********.
Business Response
Date: 09/29/2022
Dear *******,

Thank you for allowing us the opportunity to clarify.

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

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

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

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

Sincerely,

Sephora ****** Services
Customer Answer
Date: 09/29/2022

Complaint: 18142762

I am rejecting this response because: its insane that you guys do not provide any assistance and that you are claiming that I have multiple accounts when I only have one, speaking of that could you please list the multiple accounts that you claim I have. I will be deleting the one and only account I have and I will never buy anything from you guys again.

Sincerely,

*******************************
Business Response
Date: 10/07/2022
Dear *******,

Using the information you provided in filing your BBB complaint, we located several accounts associated to these same details. In all, we found previous accommodations made for varying reasons, including lost packages.

As the tracking information for your order reflects as being delivered successfully and because of the accommodations already made, we are no longer able to offer a refund or reshipment.

Please know this level of discrepancy in your order history is extremely uncommon. While we invite you to continue to shop with us online, 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, which is why we encourage shopping in-store.

We hope this information clarifies.

Sincerely,

Sephora ****** Services
Customer Answer
Date: 10/10/2022

Complaint: 18142762

I am rejecting this response because: No resolution nor explanation is provided to the allegations you guys made. The worst part about all this is you guys dont take any responsibility and its unbelievable. I will never ever shop with you guys that I can guarantee you! Have you guys checked your customer service rating? 1.8! Its scary!

Sincerely,

*******************************
Initial Complaint
Date:09/26/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on July 18th (Order ***********) and never received my package. After contacting Sephora, they refused to refund me numerous times. I then proceeded to dispute the purchase with my credit company. I then won this dispute, however Sephora still refuses to refund me. I paid via Klarna, and they will not refund me because it is on Sephoras end to do so. I demand my purchase is refund, as I won my credit company dispute and am entitled to my refund! I have screenshots of this dispute resolution and copies of conversations with a past Sephora advisor.
Business Response
Date: 09/29/2022
Dear ****,

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

We, too, see the dispute with ****** was settled in your favor. The funds received for this order were returned to the financial institution, and no further refund is due. We invite you to contact ****** directly for assistance with receiving your refund.

In review of your account, we do see our ****** Services team has previously assisted with multiple accommodations across varying accounts associated with your information. Please note that this level of discrepancy in your shopping history is extremely uncommon and not the type of experience we strive to provide our client. 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 ******** your nearest location, to avoid any additional order issues.

We hope this information better clarifies.

Sincerely,

Sephora ****** Services
Customer Answer
Date: 09/29/2022

Complaint: 18128360

I am rejecting this response because:
according to ****** and my financial history , I still have two upcoming payments for this order. Sephora did not issue a refund for the entire order. If they did, ****** would have received a notice and my further payments for this order would be canceled and all payments refunded. I just payed yet another installment for this purchase I did not receive. I need Sephora to ISSUE A REFUND FOR THE ENTIRE ORDER PRICE back to Klarna, so they can initiate the refund on their end. Klarna cannot issue a refund, Sephora must do it!

Sincerely,

EJ
Business Response
Date: 10/11/2022
Dear ****,

Thank you for an additional opportunity to address your concerns.

After further review, we see that we were unable to accommodate a reshipment or refund for order #*********** due to having previously assisted with multiple accommodations across varying accounts associated with your information.

A dispute was then filed with ******, the method of payment for the order, which was settled in Sephoras favor. An alternate dispute was then filed between ****** and Discover, the method of payment attached to your Klarna account. This dispute was settled in your favor, but this specific matter is between Klarna and Discover and without Sephoras involvement.

Due to the dispute between Sephora and Klarna being settled in Sephoras favor and because of the accommodations made previously for other orders associated to your information, we are not able to offer a refund for order #***********. Please know this is Sephoras final business decision.

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 Fenway in ******, ** would be closest to you.

We hope this further clarifies.

Sincerely,

Sephora Client Services
Customer Answer
Date: 10/15/2022

Complaint: 18128360

I am rejecting this response because:no help, I have further disputes opened with my credit company to resolve the other charges

Sincerely,

****
Initial Complaint
Date:09/23/2022
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 makeup from Sephora for same day delivery. I specifically signed up for this today 9/23 because I am leaving for a flight tomorrow at 6 am so the same day delivery was critical. Multiple times I checked to make sure it said it would be delivered by 9/23 8 pm. 8 pm passes and I check the order again. It is still not on the way and it says to cancel order please contact our live chat. As It is too late for me to get this item if it is delivered tomorrow 9/24, I reached out to the chat to cancel. Despite the order email saying to cancel contact our chat, the chat said they could not do that. They said they could not give me a refund and they could not cancel. If it is a local order (same day delivery) it is obviously still at the store. There is 0 reason for them to not be able to cancel this order. Further more, they lied on their website when they said they offer same day delivery. They do not. This is false advertisement. I would like this ordered canceled and I would like a refund. Also, I would recommend they remove same day delivery as this is a literal lie.
Business Response
Date: 09/28/2022
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:09/23/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sephora cancelled my order and I used exact same info as previous order that went through to place this order. the form was submitted with still no updates. id like to able to replace this order without any issue *********** and my email is *********************
Business Response
Date: 10/02/2022
Dear ****,

Thank you for the opportunity to clarify the issues you have been having with your orders.

In review of your account, we see that it has recently been moved to a status that will not allow for online orders to be accepted. This is because our ****** Services team has previously assisted you with multiple accommodations across several Sephora.com accounts associated with your information. ****** reported order issues of such a high frequency is not typical, and to prevent further problems, we ask that you only shop in store going forward. To note, this is Sephoras final business decision.

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

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

Sincerely,

Sephora ****** Services

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Sephora is NOT a BBB Accredited Business.