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:08/24/2022
Type:Customer Service 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 8/19/2022 I ordered 10 items from Sephora online coming to a total of $392. Yesterday, 8/23/2022 I received my order but only received 2 products in the mail. I assumed that maybe my order will come in different shipments, so I contacted customer service however they told me my order was coming in one shipment. I advised them that I only received 2 products, which were around $20 each and am missing 8 products. Sephora denied me a refund or reshipment. The box did not look like it was opened or anything, seems to have been an issue with Sephora warehouse. I am very upset because I have been a customer with ********************** for years!
Business Response
Date: 08/26/2022
Dear *******,

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

As the tracking information shows a confirmed delivery,including a weight consistent with the size of your order, we are unable to offer a replacement or refund.

We appreciate having had the opportunity to clarify apologize for any disappointment this causes.

Sincerely,

Sephora Client Services
Customer Answer
Date: 08/26/2022

Complaint: 17762043

I am rejecting this response because: I only received 2 of 10 products from my order. I did not pay $400 to only receive 2 products. I see that on the shipping info it said it weighed 2 pounds. I dont remember and did not weigh the box when I received it (because who does that) but it felt consistent with only having 2 products inside.
If Sephora did ship out correct items, they could have been taken from someone at the post office or something. This can be true since the box has a big SEPHORA logo on it which implies expensive products
this is not my fault I would not be going to the BBB if I received my products I just want my moneys worth and 400$ is a lot of money to spend when I only received 2 things!! I am just a college student I cant afford to be spending this much money on $40 worth of merchandise.
please reconsider your decision

Sincerely,

*****************************
Business Response
Date: 09/02/2022
Dear *******,

We again apologize that not all items were received in order # ***********.

We are unable to offer a replacement or refund as the tracking information reflects the package was successfully delivered, and the weight reflected is consistent with the size of the entire order.

Please note this is Sephoras final business decision. We are very sorry for any disappointment this causes.

Sincerely,

Sephora Client Services
Customer Answer
Date: 09/02/2022

Complaint: 17762043

I am rejecting this response because: I did not receive all items in my order. My next step is to dispute the charge with my credit card company, Chase.

Sincerely,

*****************************
Initial Complaint
Date:08/24/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 8, 2022 I purchased the Sephora Favorites Luxe Vibes Mini Luxury Beauty Sampler Set. The set included 6 items total (5 of which were actual products expected, with the 6th being a redeemable certificate instead of the product). I received my order in the mail on May 12, 2022. When I went to redeem the certificate which was for a travel size bottle of ***************************** Beaute Libre ************** the product was out of stock (both online and unavailable in stores for pick up). About a month later, I contacted Sephora to request an update. I was advised they could not confirm the date the product would be back in stock, but that I could use my certificate when it was and that there is nothing else that they could do. Now, over three months after my purchase, the product is still not available in any form (online or in-store pick up). Sephora will not refund my purchase or offer me an alternative similar certificate to redeem. I feel it is a scam selling a product that includes a component which is out of stock (especially for such a significant length of time). Further, the product description did not state redemption of the certificate was subject to availability (Sephora should have had a separate stock to account for the certificates sold in these boxes). I am requesting either a refund of that portion of my purchase or an alternative similar-like certificate which is redeemable to make me whole.
Business Response
Date: 08/30/2022
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
Customer Answer
Date: 08/30/2022
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:08/22/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a purchase online that I returned in store. I received store credit. I am now trying to use the store credit to make another online purchase, but am unable to do so. I do not live near a Sephora and the items that I am trying to purchase are only available online. I tried calling Sephora several times to place an online order using my store credit without success. I was told that if I had made the return online instead of in store, then I would be able to use the credit online. However, I was not made aware of these terms at the time of the return. I try to avoid mailing items back whenever again to reduce my carbon footprint on the environment. I am very frustrated at the lack of transparency and poor customer service.
Business Response
Date: 08/25/2022
Dear *********,

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

In review of your account, we see the ***************** London Wood Sage & Sea Salt Cologne was purchased from Sephora.com on 4/9/22 and returned in-store on 6/1/22. Returns made between 31 60 days are eligible for online credit if returned to us by mail or in-store merchandise credit if returned in-store. More information on our return policy can be found here:

https://www.sephora.com/beauty/returns-exchanges

While we understand a Sephora store is not within your immediate vicinity, please know the in-store merchandise credit does not expire. We regret it cannot be converted into online credit to be used on Sephora.com.

We hope this information clarifies and look forward to when youll be able to visit a Sephora store again.

Sincerely,

Sephora ****** Services
Customer Answer
Date: 08/26/2022

Complaint: 17755157

I am rejecting this response

Sincerely,

***************************************
Customer Answer
Date: 08/30/2022
I purchased an item online and returned it within the return window. The store credit I was given cannot be used on the sephora website and I am unable to go into the store to make purchases. I feel that this is an irresponsible practice and there is a lack of transparency about this tactic. I am very disappointed and will no longer be shopping with sephora
Business Response
Date: 09/02/2022
Dear *********,

Thank you for an additional opportunity to address your concerns.

While we understand your disappointment, we again confirm that items returned between 31 and 60 days are eligible for in-store merchandise credit when the return is made in store. We regret in-store merchandise credit cannot be converted to online store credit to be used on Sephora.com.

Our return policy is posted in-store and available to view online, which can be found here:

https://www.sephora.com/beauty/returns-exchanges

In review of the address used in filing your complaint, we see Sephora ************ is approximately 3 miles away. More details regarding this store, including their hours can be found here: https://www.sephora.com/happening/stores/*********-************

As mentioned previously, the in-store merchandise credit does not expire and can be used during your next visit to Sephora.

We hope this further clarifies.

Sincerely,

Sephora ****** Services
Customer Answer
Date: 09/02/2022

Complaint: 17755157

I am rejecting this response because: my issue was not resolved and my concerns are not alleviated - as I previously stated.

Sincerely,

***************************************
Business Response
Date: 09/09/2022
Dear *********,

We again confirm that returns made in store between 31 and 60 days from the date of purchase are only eligible for in-store merchandise credit. The purchase returned in store on 6/2/22 was originally made on 4/9/22, exceeding the 30 day return policy to receive a refund to the original method of payment.

In-store merchandise credits can only be used in-store and cannot be redeemed on Sephora.com. As mentioned previously, we are unable to convert your in-store merchandise credit to online store credit to be used on our website. Please note this is Sephoras final business decision.

The in-store merchandise credit does not expire, and we invite you to use it at your nearest store, Sephora ************ at your convenience.

We appreciate your understanding.

Sincerely,

Sephora Client Services
Customer Answer
Date: 09/13/2022

Complaint: 17755157

I am rejecting this response

Sincerely,

***************************************
Initial Complaint
Date:08/19/2022
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 placed an online order on 7/26. Order number ***********. The order was defective and a credit was issued. I have the email confirmation for a credit however as of today the credit of $26.50 has not been returned. When I contacted the business they are giving me a run around. They said I need to create a profile and add a credit card to receive a refund. The transaction was done via Apple Pay and should be returned to the original source of payment. I do not need to have an account or a credit card stored to receive my money back to the original source. This is a sketchy business practice to hold the personal information of current and former customers. Attached is the email confirmation for return of payment. However, payment not received.
Business Response
Date: 08/26/2022
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:08/17/2022
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 have the order #?46688719730 which still have not received it.The tracking number#1Z6A4Y720350246579 shows that is delayed,there isn't any updates after 07/10, ******* replied that looks like it was lost in transite.But Sephora replied it not responsible for any missing/damaged items.Please help me find it.Thanks.
Business Response
Date: 08/18/2022
Dear ***,

We understand your concerns regarding your orders that were not delivered. We apologize that our advisors were not able to assist you more immediately with a refund or reshipment.

After further review, your order was lost in transit and not delivered by the carrier to the shipping address. A refund for order #: 46688719730 has been submitted. Please allow up to 10 business days for your financial institution to post this to your account.

Please be aware for future orders that Sephora will not be liable for any damages, defects, or loss that occurs if choosing to continue using a parcel forwarding company. More information on our terms and conditions can be found here: https://www.sephora.com/shipping-information#ParcelForwardingServices

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

Sincerely,

Sephora ****** Services
Initial Complaint
Date:08/15/2022
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 on April 17,2022 order #***********. Stated they ship my total order to CVS which was not true , only 1 perfume which was Chanel 5 was the only that deliver to CVS,*********************** Love, Don't Be Shy-1.7 oz/ 50 mL *** de ****** Spray ITEM *******,*********************** Angels Share *** De ******-1.7 oz/ 50 mL *** de ****** Spray ITEM 2362838,***** ***** *************************** Gorgeous Gardenia *** de *********3.3 oz/ 100 mL *** de **************** Edition Spray ITEM ******* and ******************************* Good Girl *** de ******-1.7 oz/ 50 mL *** de ****** Spray ITEM ******* was never received. Ontrac called states they are outside,went outside no Ontrac truck . I called 800 Sephora over 100 times spoke was told they refunded, then later the refund was taken away. Was asked to forward over the police report which was done. Given the run around to call Ontrac to file a complaint and Ontrac would tell me Sephora is the only one who can done that. Please pull the call and refund my money back asap!
Business Response
Date: 08/17/2022
Dear *****,

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

In review of the tracking information, we see it was delivered to the front door on 4/20 at 12:43 pm.

As the tracking for your order shows a confirmed delivery, we are unable to replace or refund this order. Please know this business decision will not be reversed. 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

Additionally, we discovered that a dispute was filed for 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 ****** 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 Client Services
Initial Complaint
Date:08/12/2022
Type:Order 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 returned an item in perfect condition. It was too light for me so I just wanted a refund. I sent it back in the mail. They received the item but they are now claiming my item is a different batch code. I 100% sent back the correct item. No one is listening to me. They wont refund me and they also wont send back the item. I would like to talk to the warehouse but they dont let me. They claim once its in the warehouse I cant even get it back. So I sent back an item for a refund. They wont refund me. They claim its the wrong item. They also wont send me back the item or provide any pictures of what they think is wrong with it. I am actually getting stolen from.
Business Response
Date: 08/17/2022
Dear ********,
We invite you to reject this response, so you can reply with the email address or phone number associated to the account and the order number of concern so we can further assist you.
Thank you,
Sephora Client Services
Initial Complaint
Date:08/09/2022
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.
Hello, I placed an order of Lancome lip glaze 274 in Sephora, 14 pieces in total, all in the same package with the tracking number 1ZX46A620338154516. The package showed that it had been signed for, but I did not receive the goods. After verification, I found that it had been signed for by a private residential address, and then I contacted Sephora. Sephora replied to me that my address is the forwarding address, and they are not responsible for any after-sales service of the forwarding address. My order numbers in sephora are 47868235504,47868233280,47868235895,47868236242,47868236095,47868235751, respectively. My request is that Sephora can reship my lost goods. Thank you!
Business Response
Date: 08/15/2022
Dear Zhangting,

We are sorry to learn you did not receive order #s:
47868235504
47868233280
47868235895
47868236242
47868236095
47868235751

UPS reflects delivery of the package which included all orders together on August 5th at 2:20 pm.

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
While we do see a claim has been opened/issued, this does not indicate that it has been settled or resolved in Sephoras favor.

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

Sincerely,

Sephora ****** Services
Customer Answer
Date: 08/15/2022

Complaint: 17692312

I am rejecting this response because:Although my parcel did place an order with a transport address, I did not know your policy before, and my parcel was indeed lost and was privately signed for. My transport address did not receive my parcel, I hope you can cooperate with me and re-mail my parcel, thank you,And *** has confirmed the loss of my parcel and asked me to contact the sender for compensation?

Sincerely,

Zhangting Lrqu
Business Response
Date: 08/18/2022
Dear *********,

We again apologize that you did not receive your order.

As mentioned in our previous response, we are unable to offer a replacement or refund for orders or items reported missing or damaged that we reasonable believe to have been delivered to a 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/beauty/shipping-information#ParcelForwardingServices

UPS reflects delivery of the package on 8/5/22 at 2:20pm. In review of the address, we do see its association to an international freight agency. While we do see a claim has been opened/issued, this does not indicate that it has been settled or resolved in Sephoras favor.

An accommodation of a refund or reshipment will not be made.Please note, this is Sephoras final business decision.

Sincerely,
Sephora Client Services

Customer Answer
Date: 08/23/2022

Complaint: 17692312

I am rejecting this response because:As for my order, these orders are the gifts I sent to my friends by mail back to *****. I can only place an order to the transshipment address instead of my private address. I hope you can re-deliver the goods to me. The *********** me ask the merchant for help, and I also hope you can help me, I am your loyal customer, do not ignore my appeal, you lost my package, it is natural to re-mail to me, thank you

Sincerely,

Zhangting Lrqu
Initial Complaint
Date:08/09/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 9th i ordered some cologne and some gifts. I ended up returning them. I sent it back with Canada post as i was directed to do. On may 17th i shipped it out, and on may 20th, i got an email from Sephora stating they received it. Then I'm told it can take 30 days to process it. Super annoying but whatever. 6 weeks go by and i notice i didn't see a refund on my credit card statement from Sephora. So i contacted them about it, and they said they'd look into it. After reaching out a couple times, I'm told my refund was denied. I ask why and I'm told it's up to the warehouse team. Didn't say why, apparently they're unable to tell me why. They said they can't send me back the stuff i returned, and can't refund my money either. So basically they took back their stuff, and just kept my money, and keep saying that they can't do anything about it as it's this is a matter related to the warehouse team, but i can't contact them either. "I do apologize for the inconvenience surrounding this return. However, until the ******************* has processed the return and therefore confirming the products were returned, we are unable to refund you. The refund for your return is up to the discretion of our *******************, since they are the team that would receive and verify that the returned products are gently used, and correct.I hope you can understand, as this is a company policy." "After further reviewing your return details, the package was delivered, however the decision to issue a refund is up to our distribution center. All decisions made by our distribution team are final and cannot be overturned. If the return is processed and you refunded, you will receive an email notification."These are their replies to my emails. Essentially they're just saying we're not going to do anything to help you, too bad, nothing we can do. They already confirmed they received my items on may 20th - "We've received your return. Your refund will occur within 10 business days"
Business Response
Date: 08/11/2022
Dear *****,

After review of your return tracking details for order # *********** ************ tracking # ****************), we can confirm that the package was never delivered to our distribution center. The tracking reflects it was delivered to ********, **, where we do not have a facility. We can also clarify that the destination postal code does not correspond with our distribution centers location.

As the order was never received for return, we are unable offer a refund. Please note this is Sephoras final business decision.

We hope this information clarifies.

Sincerely,

Sephora Client Services
Customer Answer
Date: 08/12/2022

Complaint: 17691399

I am rejecting this response because:if the package was misdelivered by Canada post, you can file a claim with them. They won't let me file a claim as i didn't purchase the shipping label. I did my job and sent back my return, this is why shipping insurance exists.

Sincerely,

************
Business Response
Date: 08/18/2022
Dear *****,

Thank you for an additional opportunity to clarify.

We are unable to offer a refund for order #***********, as the order was never received by our fulfillment center. The tracking information reflects it was delivered to an alternate city and postal code than where we have a facility.

As the contents of the order are not in our possession, no accommodation will be made. Please note again this is Sephoras final business decision.

Sincerely,

Sephora Client Services
Initial Complaint
Date:08/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was given a $50 gift card to Sephora for my birthday in January of 2022. I attempted to use it last week and was told my gc balance was 0 and it was wiped out. I did not make any purchases . I have my purchase history to prove it. When I asked if they could give me info on what was purchased with my gift card and the date of this purchase, sephora refused. They said I was a victim of fraud and have to file a complaint with ftc. They did not offer to provide any resolution to my problem and seems like they are part of the scam if thats whats going on. I dont think its right of them to hold this info hostage from me. Why is that something to hide? I would like for them to offer a solution to this instead of sending me links to file complaints.
Business Response
Date: 08/11/2022
Dear *****,

We understand that you recently fell victim to a scam involving gift cards and we are sorry to hear about this. Please know that the *** has been alerting consumers that gift card scams have been increasing in frequency and we invite you to view their notice for more details:https://www.consumer.ftc.gov/blog/2018/10/scammers-demand-gift-cards.

As the gift card was purchased through our partner,Cashstar, it is our recommendation that you contact them for assistance. Please know that Sephora partners with third-party companies, which enables our gift cards to be more widely accessed. These gift cards are created and processed through these vendors, and they directly handle any issues for cards they manage. You can contact Cashstar Customer Support by using the link below:
https://sephora.cashstar.com/store/about/terms_and_conditions/?locale=en-us

You can review Cashstars Terms & Conditions by clicking the link below:
https://sephora.cashstar.com/store/about/terms_and_conditions/?locale=en-us

To note, the Terms & Conditions confirm the following: Ownership and risk of loss of eGift Cards passes to the purchaser as soon as we send our confirmation to the recipient. We are not responsible for lost or stolen eGift Cards. If you have any questions, please see the FAQs.

We would also recommend filing a report with the *** at ftc.gov/complaint (or call toll-free: 1-877-***-HELP), as well.

We hope this helps provide clarity on next steps.

Sincerely,

Sephora Client Services

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