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

959 total complaints in the last 3 years.
350 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:08/08/2022
Type:Billing 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 applied for a Sephora credit card from ********************* to get a first-purchase 25% off deal several month ago and got a Sephora credit card on June 22, 2022. When I tried to purchase a $599 Dyson Airwrap on the Sephora website on August 2, 2022 several times, the transactions failed every time. When I contacted the ********************* customer service team, they advised me to change my address information, but it did not work. They did not exactly know what happened to my credit card account. I still can access to my credit card account online, it looks fine. However, I still cannot purchase the item online. As I contacted the Sephora customer service team, they were aware of many similar Sephora credit card issues. They tried to solve the issue with my account while communicating with them via the phone. However, they did not help me resolve the issue. Finally, they found that the credit card itself did not work regardless of using the coupon. If I could not use the coupon, I did not have any reasons to open the credit card. Since my Sephora credit card does not work at all, I want to get an alternative 25% off coupon ($150 value) with another credit card, which can be applied to purchasing a $599 Dyson Airwrap on the Sephora.com website.
Business Response
Date: 08/11/2022
Dear Hera,
To best assist you with your concerns, a separate email will be sent to the address listed when submitting your complaint.
We look forward to assisting you more directly.
Sincerely,
Sephora Client Services
Initial Complaint
Date:08/07/2022
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 really like shopping at Sephora especially because my credit card provider gives me a higher % of cash back when I shop at your store. My only complaint is you don't sell the Fenty Skin Fragrance Free Face Wash. Its an inconvenience to have to use my card at 2 different merchants when I should be able to get all my stuff at one place. I have mild acne, I have to use fragrance free - you only sell the fragrance one. Please consider being more universal with Fenty Skin products, specifically their fragrance free products. Thanks !
Business Response
Date: 08/11/2022
Dear Shika,

We appreciate you sharing your feedback.

We regret the fragrance-free version of Fenty Skins Total Cleans'r Makeup Removing Cleanser Is not carried at Sephora and available exclusively on the brands own website at this time.

We are always looking to improve the client experience and will forward our concerns over to our merchandising team for further consideration.

Thank you for your continued loyalty.

Sincerely,

Sephora Client Services
Initial Complaint
Date:08/04/2022
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 am a ******* living in *******, and I bought a bottle of perfume on their website and wanted to send it to my family in *****, but I didn't receive it. I bought perfume at their store, it wasn't delivered to me, and the signatory was X jiang, not **** ordered at July 26, 2022,order number is ***********.its ***** dollars !I found their customer service, they customer service said not to sell me after the sale, I asked why, they just said that they would not compensate me for this address, and then rudely terminated my conversation!This violated my consumer rights and damaged my rights!And didn't give me any explanation, just informed me not to bear my losses!It's racism, and if Sephora doesn't address me, I'll take my lawyer to *** Sephora in the name of racial discrimination, and I have a range of evidence that you're racist. I'll fly from ******* to Sephora's headquarters, and if you don't settle it for me as always, you'll get my lawsuit!My lawyer says it's a negligence liability in U.S. law.I have been lost by Sephora several packages I have not been properly resolved, if this time is not resolved, I will concentrate everyone to ***, our rights and interests have been hurt a lot, I will not back down, I hope Sephora can give me a solution
Business Response
Date: 08/09/2022
Dear Shenhuiyu,

We are sorry to learn you did not receive order #***********. OnTrac reflects delivery of the package on Friday, July 29th at 10:05 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

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

Sincerely,
Sephora ****** Services
Initial Complaint
Date:08/04/2022
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 received a package from Sephora and I discovered that both of my items that I purchased for $55.53 was not inside. Only the samples and promotion samples bag and paper When I called Sephora to the my issue resolved, they denied me a refund nor a reshipment. Their reasoning was that I was accommodated before. When I spoke to a supervisor she sent a override letter to the the person who decides whether I get back my money. Also Ive been a customer for yrs and spent thousands of dollars in Sephora. This is bad business to me and I wonder if they can. It doesnt seem right not to give back money to the customers when they didnt receive your items
Business Response
Date: 08/09/2022
Dear Renah,

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

In review of the tracking information, we see that the carrier confirm the order was delivered to the front door at 11:36 am on 8/4.

Due to the other instances where we have assisted with lost or missing packages, we are unable to offer a reshipment or refund. For further help with retrieving your order, we recommend seeking assistance from the carrier.

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.Sephora *********** in Brooklyn, ** would be closest to you.

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

Sincerely,

Sephora ****** Services
Initial Complaint
Date:08/04/2022
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 purchased a Sephora Favorites Luxe Vibes Mini Luxury Beauty Sampler Set on May 30, 2022. It includes a scent certificate to redeem a travel sized YSL Libre perfume sku#*******. After checking multiple times, the item is never stocked. I signed up for email notifications and checked the website regularly (if in stock in stores or online). I called asking if I could redeem a different scent, in the same brand and size and was told no, and told I have to wait. I called again today at 8/4/2022 and spoke to customer service. They also told me they still do not have it, and I could no longer return the set. I asked to speak to a manager and spoke to a manager named **** who told me there was nothing I can do aside from wait more and that they could do nothing to help me. I checked every location, and went out of the country and this item is not being carried anywhere. I feel it is a scam, as they sold a certificate that cannot be redeemed and have no way of using it. They do not have the item to use the voucher.
Business Response
Date: 08/10/2022
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: 08/11/2022
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,

****** N
Initial Complaint
Date:08/03/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered as usual from Sephora and I didn't receive my shipment which cause Sephora to provide me with a refund which I appreciate but after issuing the refund they put a permanent hold on my account which means I can't order online anymore and I can only shop at a store which is really frustrating and disappointed because a lost parcel is a responsibility of the seller and it doesn't make a customer culprit and gives a sellar right that they can ban their customers from buying online. I was a fan of Sephora before this case and when I searched about it there are so many customers who are facing the same problem. I really think that they need to improve their customer service and instead of banning customers that they can set some limits for disputes. I stopped buying from Sephora after this because if they can't work on their policies there is no way to use their services.
Business Response
Date: 08/10/2022
Dear *******,

On 5/26/22,an email was sent to you via the same email address listed when filing your BBB complaint notifying you of our business decision to no longer accept online orders or returns sent by mail given the pattern of refunds and/or reshipments already accommodated, including the recent incidents below:
Order #*********** October 2021; delivered non-receipt
Order #*********** April 2022; delivered non-receipt
In addition,we can see that our ****** Services team has previously assisted with multiple accommodations across varying accounts associated with your information.
Please know that this decision will not be reversed, and your account cannot be reinstated.We are requesting that any purchases going forward are made exclusively in store. For your convenience, our store locator can be found here: https://www.sephora.com/store-locations-events.
We hope this information clarifies.
Sincerely,
Sephora ****** Services
Customer Answer
Date: 08/10/2022

Complaint: 17667752

I am rejecting this response because if i requested refund or reshipment it is only because of Sephora's carrier bad service that doesn't mean that there is any right to hold my account. If you are not willing to reinstate my account I will be raising my voice always and will not shop in the store also because I don't want to give my money to the business who doesn't know how to provide a good customer service and have a 1 Star rating at BBB. THEY should rather provide a better solution to their customer rather than arguing with them. WORST COMPANY EVER.

Sincerely,

***********************
Business Response
Date: 08/24/2022
Dear *******,

We apologize for your frustration; however, the business decision made regarding your account is final and cannot be reversed.

As mentioned in our initial response, we will no longer accept online orders or returns sent by mail due to previous accommodations made which included a replacement or refund for the following orders:

Order # *********** - October 2021; delivered non-receipt
Order # *********** - April 2022; delivered non-receipt

We encourage you to visit our stores for any future purchases. Our store locator can be found here: https://www.sephora.com/store-locations-events.

We hope this information better clarifies.

Sincerely,

Sephora Client Services
Initial Complaint
Date:08/02/2022
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 Tuesday, August 2, 2022, I paid for an online order via Sephora's website and chose same-day delivery of in stock items. Two items in my online order were not available for same-day delivery, so I selected to have those items shipped. My order number is: #***********. The total cost of my same-day delivery items with taxes and delivery fee were $374.87. As a longtime Sephora customer who has spent several thousands of dollars with this company over many years, I have taken advantage of Sephora's same-day delivery service many times in the past and had a good experience. Today I received an e-mail confirmation saying my online order had been delivered. However, when I went to my front porch to get the order, it wasn't there. I called the Sephora customer service number listed in my e-mail confirmation. I was told the order was delivered by door dash and a picture was taken to prove delivery. They said the photo contained a glass front door and two potted plants on the front porch. I explained to the customer service rep. that I didn't have a glass door or any plants on my porch. I also have a front door camera that monitors activity and there were no deliveries of any kind. Door dash clearly gave my order to the wrong house, so I requested a refund from Sephora. After talking to a supervisor and manager, I was told I wouldn't receive a refund based on Sephora's algorithm. However, that is unjust and fraudulent. There are no terms of service that state that Sephora can arbitrarily decide who gets a refund and who doesn't based off a supposed algorithm that customers have no control over. I was also never notified in any way that Sephora isn't liable for their deliveries. I did nothing wrong but they refused to ***** me a refund. I wasn't asking for the items to be reissued, simply to receive a refund for items I never received. They refused and said they could not and would not connect me to the **************** and that I had no recourse. They've stolen my $375.
Business Response
Date: 08/05/2022
Dear Lauren,

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:08/02/2022
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.
Ordered at Sephora USA on 25/7/2022 and paid ****** dollars. The items ordered were: Fenty Beauty by *******; Fenty Icon The Fill Semi-Matte Refillable Lipstick; Major Magnate Fenty Beauty by *******; Gloss Bomb Heat Universal Lip Luminizer + Plumper; Hot Chocolit Rare Beauty by ***********************; Mini *********** Essentials; ITEM ******* Too Faced; Born This Way Super Coverage Multi-Use Concealer; Cocoa The product were supposed to be delivered on Friday July 29 but neither of the packages arrived (even if the page says it did). I tried the Sephora **************** but they wouldn't help me (no refund and no replacement). Account: *************************** *************************
Business Response
Date: 08/08/2022
Dear *******,

We are sorry to learn you did not receive order #***********. *** reflects delivery of the package on Friday, July 29 at 4:35 P.M.

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 Client Services
Customer Answer
Date: 08/08/2022
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,

******* Malln
Initial Complaint
Date:08/01/2022
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 # *********** placed, and it stated delivered. I never got any packages at all I have looked everywhere and spent countless hours with **** on the phone. When I contacted Sephora customer service they were no help and said they could and would not do anything. I would like a refudn for the order I did not receive
Business Response
Date: 08/05/2022
We are sorry to learn that you did not receive order #***********.

In review of the tracking information, we see it was delivered to the ** Box on 7/30 at 8:28am.

As the tracking for your order shows a confirmed delivery, we are unable to replace or refund this order. We recommend checking with **** to see if your package was left in a different spot from where you usually receive deliveries.

Thank you for allowing us the opportunity to address your concerns, and we hope this information better clarifies.
Customer Answer
Date: 08/05/2022

Complaint: 17653704

I am rejecting this response because: I did not recove my package and **** doesnt it have it.

Sincerely,

*******************************
Business Response
Date: 08/17/2022
Dear *******,

We again apologize that your order was not received.

We understand that **** does not have any information pertaining to the whereabouts of your order, but as the tracking information confirms delivery of the package, we are unable to accommodate a reshipment or refund.

Please note this is Sephoras final business decision. We appreciate your understanding.

Sincerely,

Sephora Client Services
Customer Answer
Date: 08/24/2022

Complaint: 17653704

I am rejecting this response because: I still do not have my package

Sincerely,

*******************************
Initial Complaint
Date:07/28/2022
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.
Dear All,22/JUN/2022,I paid on www.sephora.com, order#***********.It contains 29 of comestics items. Attached is my order list.Sephora shipped it via ontrac:Tracking Number C11800323916858.And it was missing by now. I complained that to Ontrac for many days, one person named *********** who signed it.Unfortunatlly, none is *********** everywhere.Then,Ontrac told me missing and asked me to ctc Sephora. Sephora told me it is shipped to forwarder company, they will not settle it. I called Sephora for many times, they refused and refused.It is crazy, how should i settle it? Even ontrac was unclear where was it. I settled it wz who?It is my gift send to my friend, then i brought and send it to a forwarder company.Now all is missing and i hv no gift.It was top sad.Pls kindly help me.ShanelDong
Business Response
Date: 07/28/2022

Dear ******,

We are sorry to learn you did not receive order #: ***********. OnTrac reflects delivery of the package on June 28th at 11:30 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 Client Services

Customer Answer
Date: 07/29/2022

Complaint: 17635628

I am rejecting this response because:No matter where i shipped this parcel. Your job is firstly to delivery it to right place.

If you deliveried to forwarder who signed it,then i can settle it wz them.

If i were placed a job,and you shipped nothing,then you will hv no reposiblity? It was a joke. You should find it or refund it.

Sincerely,

Dongxue Jqeseo
Business Response
Date: 08/05/2022
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

USPS reflects delivery of the package on 5/7/22 at 11:40am. In review of the address, we do see its association to an international freight agency.

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

Sincerely,

Sephora Client Services

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Sephora is NOT a BBB Accredited Business.