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

957 total complaints in the last 3 years.
351 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/18/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I lost my Sephora Card awhile ago and was issued a new one. There is something wrong with the link between my Sephora Credit Card and my Sephora Store Account.

Purchases I make on my Sephora Credit Card don't show-up on my online Sephora Store Account. Credit Card rewards don't show up on my online Sephora Store Account.

1st the Store end told me IT was working on it and would get back to me in 72 hours. I did not hear from the IT department again. I contacted Customer Service and was told the problems were fixed They are not.

The Sephora Credit Card side told me they can see there is a problem. Representative was surprised I had an online Store account. He didn't see my card connected to an account.

The Representatives at the Store, said it was an issue with my phone number. They updated information so my phone number was connected to me and not another Sephora customer named ****. They assured me problems are fixed.

Problems are not fixed.

Now, when I called Sephora Store Customer Service they transfer me to Sephora Credit Card Services. When I call Sephora Credit Card Customer Service they transfer me to Sephora Store Customer Service.

I would like the problems with my account fixed. This has gone on for months now. To get Reward and Insider Beauty Credit, I have had to take a picture of my instore receipt and email to customer service. I called Sephora Credit Card about rewards not showing on account and their solution is to issue me a credit to my debit card. I am Rouge, you'd think Sephora would value me as a customer.
Business Response
Date: 03/21/2025
Dear Laura,
We are sorry to learn of your experience with Sephora Credit Card purchases made in store, as well as the issue with Credit Card Rewards not properly displaying in your Rouge account.

Given the amount of
personal information that may be discussed in resolving your issue, a separate email has been sent
to the address listed when submitting your complaint.

We look forward to
assisting you more directly and resolving your concerns.

Sincerely,
Sephora Client
Services
Customer Answer
Date: 03/25/2025

Complaint: ********

I am rejecting this response because:
Sephora's response did not offer concrete proposals for fixing problems. Instead I got apologies and assurances they are working to identify the problem.
At this time, only half the problem has been fixed (In-Store purchases are now reflecting on my online Sephora account).
My credit card is still not fully linked to my online Sephora account (see attachment).
The response emailed last Friday March 21st st, stated Sephora was working "with Internal Partners to investigate the issue" and hoped to update me by early next week.
It's is now late night Tuesday, tomorrow will be mid-week.
Sephora is not even at the remedy-phase - okay, here's the problem. We can do x or we can do y.
They are still "investigating."
I get this nagging feeling, Sephora is just waiting for the clock to run down on my chance to advise to reject their solution.

Sincerely,

Laura C****
Business Response
Date: 04/01/2025
Dear Laura,
We apologize for the time this has taken. We are pleased to inform you that your Sephora Credit Card Rewards issue should now be resolved. Additionally, your Sephora Credit Card dashboard should be functioning properly now.
Thank you for allowing us the opportunity to address your concerns.
Sincerely,
Sephora Client Services
Customer Answer
Date: 04/01/2025
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,

Laura C****
Initial Complaint
Date:03/17/2025
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.
So not only was some items unavailable after I already paid now my order is stating a delivered status when it’s not
Business Response
Date: 03/18/2025
Dear Demi,

We are sorry to learn you have had an issue with your order, ************.

Your package, sent through ********, was confirmed as delivered on 3/16/25 at 6:47 pm, via photo. Because of this, we are unable to offer a reshipment or refund for your order. We apologize for any disappointment this may cause.

To avoid issues going forward, we encourage you to check out your local Sephora for in store shopping, as well as try our buy online and pick up in store option. For your convenience we have listed a link to our store locator below:

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

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

Sincerely,
Sephora Client Services

Customer Answer
Date: 03/18/2025

Complaint: ********

I am rejecting this response because: it said handed to customer it could have been anyone when I called the driver and ******** they wouldn’t tell me who they said contact Sephora I would like to know what happened I contacted my local police department and they said this happens a lot with ******** to contact them so it’s been a merry go round!

Sincerely,

Demi D****
Business Response
Date: 03/20/2025
Dear Demi,

In review of your account, we see you have now been assisted with this order.

We invite you to contact Sephora Client Services if there is anything else we
can help with.

Sincerely,

Sephora Client Services
Initial Complaint
Date:03/17/2025
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 was given a lipstick for my birthday in January. It’s a brand I do not like. I went to a Sephora ****** to exchange it in February and was told that they were low on stock in items and short staffed and to go to another store. I went to a second store in February and was told that they also could not help me because they are with ****** and that I had to go to a big stand alone store. By the time I got into a standalone store, (this is a lot of driving) it was this past Saturday. They too could not help me because now I was 4 days over the 60 day policy. By only 4 days! After visiting 3 stores! And driving SEVERAL MILES! I called your customer service number and they said they only assist with online orders. I have a brand new lipstick, with gift receipt and no one will help me! This needs to be resolved! I just want to exchange it for something else!
Business Response
Date: 03/18/2025
Dear Sandra,

We apologize for the trouble you had returning this product.

Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to the address listed when submitting your complaint.

We look forward to assisting you more directly and resolving your concerns.

Sincerely,
Sephora Client Services
Initial Complaint
Date:03/14/2025
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.
No refund received for merchandise returned over 30 days ago to merchant. A refund was issued for 1 out of 5 returned items. All items were returned in same package and merchant claims they have to wait for the warehouse to verify the remaining 4 items before a refund can be issued.
Business Response
Date: 03/17/2025
Dear Jacob,

We see that you have filed a dispute with your credit card company for one of your other orders. Your bank will need time to investigate the charge and will make the final decision on the outcome of the dispute. Please be aware that your Sephora account, and any associated accounts, have been suspended. The accounts will remain in this state until the dispute has been resolved; no orders will be processed during this time. We recommend reaching out to your bank directly with any additional questions or concerns.

Sincerely,

Sephora Client Services
Initial Complaint
Date:03/13/2025
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 have two Sephora gift cards adding up to $101.62. Originally, these gift cards were for the Sephora's that were located in ********'s stores. Most ********* went out of business in ********* (there aren't any very close by to me), and Sephora now moved into ****** locations. I went into the Sephora inside the ****** location in **************, ********* and was told I am unable to use these gift cards. With all due respect, I think this is ridiculous. It was beyond my control that ********'s went out of business, and that Sephora switched locations, and it is wasting $101 of money I could have used at Sephora. I would appreciate a reimbursement so that I can use these. Again, to clarify, these gift cards are SPECIFICALLY for Sephora (I cannot use these on any ******** merchandise--and wouldn't want to), it's just the change in location that is causing this issue. I would truly appreciate being reimbursed so that I can enjoy this gift.
Business Response
Date: 03/14/2025
Dear Chloe,
We apologize for the difficulty you have experienced with redeeming your gift cards.
Please note, the Sephora inside ******** gift cards are ******** gift cards with the Sephora logo.
These cards can be redeemed for merchandise in ******** stores and *******. If you are experiencing issues with redeeming these gift cards on *******, please contact their customer service team for assistance.
We apologize for the inconvenience, and we hope this information helps to clarify.
Sincerely,
Sephora Client Services
Customer Answer
Date: 03/15/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and although I find that this resolution is unsatisfactory to me, I understand the circumstances of the gift card. Thank you.

Sincerely,

***** *******
Initial Complaint
Date:03/11/2025
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 am filing a complaint against Sephora due to an ongoing issue with their order tracking system and continued problems with their delivery company, ***.

I first reported an issue with Sephora’s tracking system months ago, yet it remains unresolved. When I attempt to track my orders by clicking “view tracking info” on the order detail page, I receive an error message stating “Too big request header” (see attached screenshot). This issue prevents me from accessing tracking details, and despite repeated reports, Sephora has not responded or taken any action to fix the problem. I contacted their customer support agents on * on March 5th and have since followed up twice more. Sephora’s support team, which is normally very responsive, has not replied to a single message in over a week, which is why I am escalating this matter through the BBB.

At the same time, Sephora’s delivery company, ***, continues to provide poor service. On March 5th, *** delivered two orders during severe weather conditions, including heavy rain and high winds, yet they did not knock or notify me of the deliveries. As a result, both packages were drenched, forcing me to return everything and reorder. This is not the first issue I have had with ***’s poor delivery practices, and despite multiple reports to Sephora, they have not responded or addressed the problem.
Business Response
Date: 03/14/2025
Dear Christine,
We apologize for
your recent order experience, and we appreciate you sharing this with us.

Given the amount of
personal information that may be discussed in resolving your issue, a separate email has been sent
to the address listed when submitting your complaint.

We look forward to
assisting you more directly and resolving your concerns.

Sincerely,
Sephora Client
Services
Customer Answer
Date: 03/14/2025
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,

Christine M******
Initial Complaint
Date:03/11/2025
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.
Dear Better Business Bureau,I am filing a formal complaint against SEPHORA.COM regarding an unjustified partial refund for a returned order. Despite following Sephoras return policy, I have been denied the full refund I am entitled to.Complaint Details:Order Number: ************ Order Date: September 7, 2024 Order Total: $280.90 Return Shipment Date: October 8, 2024 Return Tracking Number: ***** ************ Delivery Confirmation: Sephora received the package on October 10, 2024 Refund Issued: Partial refund of $47.91 on October 15, 2024 Sequence of ************************* On September 7, 2024, I purchased products totaling $280.90 from SEPHORA.COM (Order #************). As I was unsatisfied with them, I initiated a return and shipped the items back via ***** on October 8, 2024. The package was delivered to Sephora on October 10, 2024.Partial Refund: Instead of a full refund, Sephora processed only $47.91 on October 15, 2024far less than the original purchase amount.Response from Sephora: After reaching out to their customer service via email on November 5, 2024, I received a response on November 9, 2024. Sephora claimed that their distribution center denied the full refund, alleging that the products were more than 10% used. This claim is inaccurateI only tested the products minimally, in line with Sephoras return policy, which allows returns of new or gently used products within 30 days for a full refund.Request for Resolution:Despite multiple attempts to resolve this matter directly with Sephora, I have been unsuccessful in obtaining the refund I am rightfully owed. I am seeking BBBs assistance in holding Sephora accountable and requesting a full refund of $280.90, as per their stated return policy.I can provide all relevant documentation, including email correspondence and proof of return, upon request.Thank you for your time and assistance in resolving this matter.
Business Response
Date: 03/12/2025
Dear Xinyu,

We apologize that a refund was not processed for all the items you returned to us.

Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to the address listed when submitting your complaint.

We look forward to assisting you more directly and resolving your concerns.

Sincerely,
Sephora ***************
Initial Complaint
Date:03/08/2025
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 with Sephora, but the package never arrived. Despite multiple attempts to resolve the issue, neither Sephora nor the shipping company has refunded my money or provided a replacement. I contacted Sephoras customer service, but they either claim the package was delivered or direct me to the shipping company, which has not provided a resolution. I have checked my delivery address, tracking details, and any proof of delivery, but there is no valid confirmation that I received my package. I am requesting a full refund or store credit , as I paid for a product that was never delivered. This situation has caused unnecessary frustration, and I believe Sephora should take responsibility for resolving the issue. I would appreciate BBBs assistance in facilitating a resolution, as Sephora has been unresponsive to my reasonable requests for a refund.
Business Response
Date: 03/10/2025
Dear ******,

We are sorry to hear that you didnt receive this order.

In review of your account, we see you have now been assisted with this.

We invite you to contact Sephora *************** if there is anything else we can help with.

Sincerely,

Sephora ***************
Initial Complaint
Date:03/08/2025
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 received a Sephora gift card as a gift this ********* gift card came with a cardboard cover to obscure the card number and the foil covering the card number was intact, it had to be scraped to reveal the card number. My card had a 14-digit number and an accompanying ******** is my complaint:When I attempted to redeem my gift card, I was informed that Sephora only accepts gift cards with 16 digit numbers. This cannot be true because the one that was legitimately purchased for me has 14 digits. This meant that the card could not be redeemed online. I reached out to the business for support and was told to bring it in store. If the card is valid, it ahould be redeemable online. When I brought it in-store it didn't scan and could not be redeemed manually in store. This means that these gift cards are a scam, because Sephora does not have the capacity to honor them.When I reached out online for assistance again after I couldn't redeem in store, I found endless posts in their community with the same problem. None of these were addressed publicly, only in DMs. This indicates a deliberate attempt to obscure what is going on from consumers, which is again consistent with a scam.The person I was in contact with told me that my gift card had no remaining balance. They could not explain why this would be true or how this could be true since these gift cards are impossible to redeem online or in store. How could this balance have been redeemed?I want financial reimbursement for the value of my gift card, and I want Sephora to discontinue the dishonest business practice of selling gift cards that cannot be redeemed.
Business Response
Date: 03/10/2025
Dear ***,
We are very sorry to learn of your experience with your gift card.

Gift cards can be tampered with by fraudsters at the retailers where they are purchased, or through phishing websites and fake balance checks set up by scammers. This fraud affects all retailers, and we are working with our Gift Card vendors and retailers to combat these scams.

For victims of this fraud, seeking restitution through financial institutions is the best option. If the gift card was purchased with a credit or debit card,the financial institution may offer fraud protection. Unfortunately, if the gift card was purchased with cash, there is no solution.

We recommend checking in with the person who gifted you the card since were showing the card has a zero balance.

We apologize for any inconvenience and hope this information clarifies.

Sincerely,

Sephora Client Services
Initial Complaint
Date:03/04/2025
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 am filing this complaint against Sephora USA, Inc. due to their unfair and deceptive business practices regarding their return policy.
On February 5, 2025, I placed an order through Sephora’s website. Upon receiving the items, I found them unsatisfactory and initiated a return in accordance with Sephora’s published return policy, which explicitly states that products in new or gently used condition are eligible for return.
Return shipped and received by Sephora on: 02/20/2025
Sephora processed the return on: 02/21/2025.
Sephora notified me of the return denial on: 02/26/2025.
Sephora’s email stated that my return was denied because the items were deemed “more than gently used.” However, they failed to provide any photographic evidence or clear criteria for this determination. I immediately responded on02/26/2025, requesting clarification and an explanation for this unjust denial, but as of today (03/4/2025), Sephora has not acknowledged my reply or provided any further response.
Unfair Business Practices
1. Lack of Transparency & Arbitrary Return Denials – Sephora’s return policy lacks clear definitions of “gently used,” allowing them to deny returns at their sole discretion without accountability.
2. Failure to Provide Evidence – Sephora refuses to provide photographic proof or a detailed explanation justifying their claim.
3. Deceptive Business Practices – By advertising a flexible return policy and then arbitrarily denying valid returns, Sephora is engaging in misleading consumer practices and potential fraudulent trade behavior.
Resolution Requested:
1. Issue a full refund for my returned items, OR
2. Return my items to me immediately if they refuse to process the refund.

If Sephora refuses to comply, I ask that the BBB investigate their deceptive return practices and require them to provide clearer policies that prevent arbitrary denials.
Business Response
Date: 03/05/2025
Dear Daniela,
We apologize for this experience.

Given the amount of personal information that may be discussed in resolving
your issue, a separate email has been sent to the address listed when
submitting your complaint.

We look forward to assisting you more directly and resolving your concerns.

Sincerely,

Sephora Client Services

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Sephora is NOT a BBB Accredited Business.