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.
349 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:09/22/2022
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.
Sephora cancelled my order on purpose when I input all the information as correctly. Sephora keeps cancelling my orders I called Cs and theyve been no help. Id like to be able to place an order without it getting cancelled Ive seen numerous numerous complaints on Sephora beauty insider community with customers dealing with the same issues Attached is the order that was canceled
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
Initial Complaint
Date:09/19/2022
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 never received the items from Sephora, and they disagree refund the money. I paid about $400 and got nothing! **************
Business Response
Date: 09/21/2022
Dear ****,

We are sorry to learn that you did not receive order #: ***********.

In review of the tracking information, we see it was delivered to the front porch on July 21st at 12:03 pm.

After further 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.

Additionally, we discovered that a credit card dispute was filed for this order. Please be aware that your account, and any associated accounts,have now 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 credit card company for updates and advice on how best to move forward with the dispute.

We hope this information clarifies.

Sincerely,
Sephora ****** Services
Initial Complaint
Date:09/16/2022
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 put in correct billing and shipping address. Sephora told me order went through order verification and cancelled my order. I contacted cs and they told me they escalated it but there's been no response. do not cancel my order
Business Response
Date: 09/23/2022
Dear *****,

We apologize that your order attempts have been unsuccessful. We understand this has been a frustrating experience.

After further research, weve determined there are multiple Beauty Insider accounts associated with your information, which does not meet Sephoras Beauty Insider Terms and Conditions. To note, the Beauty Insider Terms and Conditions include the following:

Membership in the ************************ limited to individuals only and is limited to one account per individual.

The Terms and Conditions also includes the following:

Sephora reserves the right to exclude individuals from the Program or remove Beauty Insider Points from a member's *********** in its sole but reasonable discretion. In particular, any abuse, manipulation or "gaming" of the Program or its rules (as determined by Sephora),failure to follow any terms of the Program, Membership inactivity for more than 12 months, any misrepresentation or any conduct detrimental to the interests of Sephora not otherwise protected by law may subject members to Membership revocation or deduction of Beauty Insider Points obtained through these abusive or manipulative activities and will affect eligibility for further participation in the Program. Membership is non-transferable and Membership purchases must be made by the member. If your Membership is revoked or otherwise cancelled, any Beauty Insider Points in your account will automatically expire.

We can confirm each associated account has since been deactivated, and we invite you shop in store exclusively going forward.

We hope this helps to clarify the situation further.

Sincerely,

Sephora Client Services
Initial Complaint
Date:09/14/2022
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.
Sephora has locked out my account and does not allow me to place online orders due to activity on my account. The account was hacked and a fraudulent order was placed under my name in July, I immediately contacted sephora and attempted to fix this issue. Now I have been attempting to place orders online and they are all declined, I have reached out to sephora multiple times and all they have told me is that they have now denied access to online shopping due to activity. I am being penalized for being a victim of a crime and that is unacceptable. No one is willing to explain why this decision was made.
Business Response
Date: 09/16/2022
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:09/12/2022
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.
order #*********** arrived with the body scrub spilled open in the box. All of the items I purchased are damaged from the opened product. I would like to request a replacement. Sent to the original address.
Business Response
Date: 09/14/2022
Dear *******,

We are sorry to learn of the issues you encountered with order #: ***********.

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

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

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

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

We hope this information clarifies.

Sincerely,
Sephora ****** Services
Customer Answer
Date: 09/14/2022

Complaint: 18016418

I am rejecting this response because:

Sincerely,

*************************
Customer Answer
Date: 09/21/2022
I placed a order on Sephoras website the order was never received I contacted customer service and was advised that they would not be able to assist with my missing package being resent out.
Business Response
Date: 09/22/2022
Dear *******,

We are sorry to learn of the issues you encountered with order #: 49511415952.

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

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

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

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

We hope this information clarifies.

Sincerely,
Sephora ****** Services
Customer Answer
Date: 09/23/2022

Complaint: 18016418

I am rejecting this response because:

Sincerely,

*************************
Customer Answer
Date: 10/04/2022
I ordered a product from Sephora.com I reached out to the agency via their customer service chat to advise that the order was not received I was advised by the customer service chat that the system did not allow them to reissue the merchandise. I contacted the bbb to get help with a resolution of receiving the goods that werent received.
Business Response
Date: 10/12/2022
Dear *******,

Thank you for an additional 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: https://www.sephora.com/happening/stores/sephora-near-me

Sincerely,

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

Complaint: 18016418

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:09/09/2022
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 August 18th I purchased 2 Dyson Airwrap Multistyler complete Long on their website, total amount $1290.85 on August 24th I received the package through *** but only 1 Dyson came in the packaging box. I called that day and multiple other times and send them pictures proof of the discrepancy. They said the package weight was 10 pounds and that was the weight for 2 Dysons since they each weight 5 pounds. I sent them proof through email that the gross net weight on the packaging of ***** stated **** pounds with packaging total weight was 9.8 pounds they said no based on their policy, I begged them to look into it to research and contact their DC but their customer service is rude, Im asking for a refund of $645.42 and they just keep denying it, based on the weight. The true weight of 1 Dyson is **** pounds with its individual packaging and **** gross with no packaging I have attached the photos. The weight of 2 Dysons should have bypassed the weight of 10 pounds and 10 pounds is what 1 Dyson Airwrap Multistyler Complete Long weights, why couldnt they investigate other orders and the weight of those shipments with 1 Dyson.I will attach pictures of the packaging and theres no way 2 Dyson Airwrap Multistyler Complete Long would have fit in that box. Even after sending them proof they, responded carelessly with their response that based on their policy they will not give me my refund. Ive emailed them again 2 days ago with the proof again and I have not yet received an email response.This is beyond frustrating, please help me get my refund for a product I never received. Thank you,*************************** Order # *********** Amount of refund $645.42 Ordered 2 Dysons and only 1 ***** got delivered
Business Response
Date: 09/16/2022
Dear Vevenice,

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: 09/16/2022
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.
This wouldnt of been possible without the help and team from BBB, I really appreciate your help! this matter took Sephora 1 month to resolve and it only took BBB 1 week! Thank you so much!
Sincerely,

***************************
Initial Complaint
Date:09/08/2022
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 August 28, I purchased 4 orders on the Sephora website: ***********, ***********, ***********, *********** There are a total of 4 ********************************* Beauty Highlighter Wand-Spotlights, the unit price is $40, the order information shows that it is packed in a package, and the logistics waybill number is: C11504878729861. But on August 31, 1:00 pm, when I received the package and opened it, I found that it was not what I purchased, but a hair dryer. However, I have not purchased a hair dryer or even reviewed this item. Apparently the seller sent the wrong item and I received an item that I didn't want at all.What makes me most angry and funny is: when I contacted the merchant for the first time, the answer the merchant gave me was that they couldn't handle this problem. So much so that I have all kinds of guesses. Is Sephora clearing the inventory they can't sell by sending the wrong product? I am deeply shocked. As an ordinary person, I think that when I face this kind of problem, I should check the delivery status as soon as possible, instead of saying, sorry, we can't help you.As a senior Sephora consumer, I choose to shop at Sephora all the time based on trust. However, they were arrogant and did not make up for this major mistake in the slightest.This is an honest society. I don't want to see such an attitude. I deeply regret it. I beg you to help me solve this problem. Thank you!
Business Response
Date: 09/12/2022
Dear *********,

We are sorry to learn you did not receive the items from the orders associated to tracking # C11504878729861 (orders #***********, #***********,#***********, and #***********). OnTrac reflects delivery of the package on 8/31/22.

Per the terms and conditions on Sephora.com, we are unable to offer replacements or refunds for orders or items that are reported missing or damaged that we reasonably believe to have been delivered to a parcel forwarding company. Any order addressed to a parcel forwarding company is placed at your own risk.

More information can be found here: https://www.sephora.com/beauty/shipping-information#ParcelForwardingServices

We hope this information clarifies.

Sincerely,

Sephora Client Services
Customer Answer
Date: 09/12/2022

Complaint: 17933289

I am rejecting this response because:
I admit that the recipient address is a package forwarding company, but it is based on the civil legal relationship of equal subjects. I chose to shop at Sephora based on trust. As a merchant, I did not clearly mark the exemption clause on the shopping page. However, when the actual contract was breached, I took out the exemption clause to ***** responsibility, which obviously violated the obligation of good faith. Since you are now able to identify the recipient address as a package forwarding company, it is reasonable to infer that you have identified it at the time of delivery, then there is a reasonable suspicion that you can, based on this disclaimer, intentionally breach the contract by means of false delivery or Sending the wrong product or even missing the shipment.

Sincerely,

**************
Business Response
Date: 10/12/2022
Dear *********,

Thank you for an additional opportunity to clarify.

In review of orders #***********, #***********, #***********,and #***********, we see that the shipping address used is associated to a parcel forwarding company.

Per the terms and conditions on Sephora.com, we are unable to offer replacements or refunds for orders or items that are reported missing or damaged that we reasonably believe to have been delivered to a parcel forwarding company. Any order addressed to a parcel forwarding company is placed at your own risk.

More information can be found here: https://www.sephora.com/beauty/shipping-information#ParcelForwardingServices

Sincerely,

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

Complaint: 17933289

I am rejecting this response because:Your arrogance makes me sick.When I showed evidence to prove that you did something wrong, you can only use the disclaimer clause to avoid responsibility. You are really high-ranking sellers.

Sincerely,

**************
Initial Complaint
Date:08/30/2022
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.
Order number ***********. Never received the items. Please refund.
Business Response
Date: 09/01/2022
Dear ****,

We are sorry to learn that you did not receive order # ***********.

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

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

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

Additionally, we discovered that a dispute was filed for this order. Please be aware that your account, and any associated accounts, have now 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 Apple Pay for updates and advice on how best to move forward with the dispute.

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

Sincerely,

Sephora ****** Services
Initial Complaint
Date:08/30/2022
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 July 29, 2022, six orders totaling 198 US dollars were purchased from Sephora online (Order No.: *********** / *********** / *********** / *********** / *********** / ***********) and express delivery No.: c11800124786484 The express showed that it had been signed on August 1, but my delivery address was not found
Business Response
Date: 08/30/2022
Dear *********,

We are sorry to learn you did not receive orders #***********,#***********, #***********, #***********, #*********** and #***********.

OnTrac reflects delivery of the package containing all six orders on August 1st at 10:50 am.

Per the terms and conditions on Sephora.com, we are unable to offer replacements or refunds for orders or items that are reported missing or damaged that we reasonably believe to have been delivered to a parcel forwarding company. Any order addressed to a parcel forwarding company is placed at your own risk. Sephora is not responsible for lost or stolen packages. More information can be found here: https://www.sephora.com/shipping-information#ParcelForwardingServices

We hope this information better clarifies and thank you for allowing us the opportunity to address your concerns.

Sincerely,
Sephora ****** Services
Initial Complaint
Date:08/29/2022
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.
Hello. I placed a online order with sephora online. I previously had two ordered stolen from my door step. *** just leaves it on my porch. I share a porch with another neighbor. Theres been a recent uptick in theft and we have told the landlord about it and he plans to install cameras to help against it. Sephora helped me with those two orders and I was so grateful. I waited like a week and placed another order. I got the items which was so happy but they came smashed. I spoke to customer service and because they previously helped me on the other two orders my account was flagged and I could no longer return anything. Even if it was packed horribly and damaged in transit. They literally use 1 thing of packing paper and send it on its way. These products arent cheap either. The palette is $129 and the Blush around $40. I sent them proof and pics of it but that did not matter because they helped me with the two orders prior. Then they banned me but will allow me to shop at my own risk. So if something comes damaged its not their fault and I have to take the lost. I have never had any issues with all my time shopping with sephora and I hate that ** getting punished for things that were outside my reach. *** is reckless and they will just leave anything anywhere. On top of my neighborhood not being the best either? But now I get banned. I was even willing to send back the products that were broken cause what am I going to do with them but they said the system automatically denied it and theres not thing they can do.
Business Response
Date: 08/31/2022
Dear *******,

Thank you for allowing us the opportunity to address your concerns.

We are sorry to learn your order (***********) arrived damaged. We understand our system declined the immediate refund you requested.Due to previous instances where we have assisted with lost or missing packages,we are unable to offer a reshipment or an immediate refund.

We invite you to return the damaged products by mail for a refund. You are also welcome to visit a store for an exchange. For your convenience, here is the link for the return label:

https://returns.narvar.com/sephora/returns?locale=en_US

Please note that items purchased within 30 days are eligible for a full refund to the original method of payment. Clients will receive online or in-store merchandise credit for products returned within 31 to 60 days.

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

Sincerely,

Sephora Client Services

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Sephora is NOT a BBB Accredited Business.