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

961 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:07/27/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed a order # *********** for my niece she didnt receive the order I would like to request to have the item reshipped to the delivery address on file associated with the order.
Business Response
Date: 08/02/2022
Dear ****,

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

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

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

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

We hope this information clarifies."

Sincerely,

Sephora ****** Services
Initial Complaint
Date:07/26/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Original Order Number: *********** Date of Original Transaction: 6/28/2022 Original Order Tracking Number: 1z5r689y0337453157 Shipment did not arrive to destination. Sephora was advised. Replacement order was issued. Replacement Order Number: *********** Date of Replacement Transaction: 7/5/2022 Replacement Order Tracking Number: 1zx46f000303931367 Shipment did not arrive to destination. Sephora was advised. Sephora refused to rectify. *** Claim Submitted. Claim Status closed on 7/22/22 at 1:05PM with remarks "Package not found, claim reimbursement sent to shipper" The shipper is Sephora.Sephora has been reimbursed for the products via the *** Claim they asked me to initiate. Sephora refuses to refund the charges to my card or supply the items I ordered.
Business Response
Date: 07/28/2022
Dear ****,

We are sorry to learn that you did not receive both your original order #*********** and replacement order #***********.

In review of the tracking information, we see the original order was delivered to the front door on June 30th at 11:49 AM and the replacement order was delivered On July 5th at 1:43 PM.

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

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 Client Services
Customer Answer
Date: 07/29/2022

Complaint: 17627505

I am rejecting this response because:
Per carrier documentation (provided to BBB), the claim was issued to Sephora. ****** Nest cams did not capture ANYONE delivering packages within an hour before or an hour after the timestamp on either delivery. My Nest Cams back up 24-hour footage for 60 days to my ****** Cloud. Wherever they "delivered" it, they did not deliver it to my home. I have already checked with neighbors and the retired woman that lives directly across from me and looks out her sliding glass patio door all day every day said that nobody took packages to our building that day. I asked her the day after it was supposedly delivered. Regardless, the claim was completed and was issued to Sephora. Package was declared NOT FOUND. I provided this documentation to the BBB upon initiating this report.
Try again Sephora. I'm done with your dishonesty and I'm done letting you send me in circles.

Sincerely,

*********************
Business Response
Date: 08/05/2022
Dear ****,

We again apologize that you did not receive your recent orders.

After review of the claim once more, we see that it is still pending. It has not been neither settled nor resolved.

As the tracking information of your order reflects it was delivered, a refund or reshipment cannot be accommodated. To note, this is Sephoras final business decision.

We again encourage checking with your neighbors and/or surrounding locations to see if your package was left in an alternate area from where you typically receive your deliveries.

Sincerely,

Sephora Client Services
Customer Answer
Date: 08/09/2022

Complaint: 17627505

I am rejecting this response because:

Per the provided documentation from **** "Package not found, Claim issued to shipper"

Sincerely,

*********************
Business Response
Date: 08/23/2022
Dear ****,

After review of the claim today, 8/23, we again see the claim has not been settled or resolved. To note, the claims status remains as issued. It has not yet been approved by UPS.

To reiterate, a refund or reshipment cannot be accommodated as the tracking information reflects the package was delivered. We confirm once more this is Sephoras final business decision.

We appreciate your understanding.

Sincerely,

Sephora Client Services
Customer Answer
Date: 08/27/2022

Complaint: 17627505

I am rejecting this response because:
Per ***: "The Shipper has been sent paperwork that is required of them to complete and submit to us ***** in order to complete the Lost Package Claim. The package was not found, but in order to complete the claim, the Shipper is required to submit documentation regarding the contents as costs of the shipment in order for us to complete the claim and render payment to the Shipper for the lost package. Whenever a package claim is initiated, it is the Shipper's responsibility to cooperate with us to complete a claim. Each time a Shipper chooses to ship with us, they are agreeing to the Terms & Conditions we administer, which declares that any Lost Package Claim requires specific documentation about contents and costs from the Shipper. A form was sent to the Shipper, but the Shipper has failed to respond. Per the conversation we had with the Shipper, they are refusing to submit the required documentation to complete the claim. While this violates the Terms and Conditions that the Shipper agreed to by utilizing us as their carrier, there is nothing more that we at *** can do until the Shipper fulfills their obligation."

Based on the information I was provided by ***, the Shipper (Sephora) is refusing to complete required documentation that ONLY the Shipper (Sephora) is eligible to complete. *** is waiting on that information in order to complete the claim and issue reimbursement for the Lost Package. The Claim Remarks reflect that the package is lost because the package is lost. ******** *** cannot put the claim in a "completed" status because Sephora refuses to comply with ***'s Terms and Conditions. Sephora refuses to supply documentation regarding the package - documentation that must be submitted in order to close the claim. The only reason the claim is open is because Sephora refuses to allow it to close by refusing to complete the required paperwork.

Sephora continues to violate my consumer rights. They are not fulfilling their responsibilities. Sephora chooses to ship through *** as a their primary carrier. By shipping through ***, they agree to the Terms & Conditions *** has in place for their Shippers, but Sephora is in violation of those Terms & Conditions by refusing to supply *** with the required documentation. The only reason this is an ongoing issue is because Sephora is making it an issue. If Sephora would do their job, abide by the terms and conditions they agreed to by shipping through ***, and respond to ***'s request for information, this case would be closed and reimbursment would have been issued weeks ago. ************** came directly from both the dispatch supervisor as well as two managers I spoke to on the phone. ***'s hands are tied. My hands are tied because I am not the Shipper. Sephora is the Shipper, which means this is their responsibility ensure the investigation be closed properly. Sephora will not allow the case to be closed by refusing to provide *** with the documentation they require.

Until Sephora fulfills their obligation to ***, this case will remain opened. The more time Sephora wastes of mine, the worse it will be for Sephora. This is an open and shut case that Sephora is dragging along for absolutely no reason. *** has identified the problem. I have shared that information with both Sephora and the BBB. I have also notified the FTC. Sephora continues to obstruct the completion of this investigation, resulting in mischarging me for merchandise that I did not receive, which is being billed to a Sephora card that refuses to reverse the charges because they are owned and controlled by Sephora as well. This is unprofessional at the very least. It is certainly deplorable behavior for a large corporation like Sephora. Soon sephora will be sending my account to collections in an attempt to collect hundreds of dollars from me for merchandise that was never received - as confirmed by *** in the Claim Notations. This will affect my credit score. Now we are talking personal damages in addition to all the distress of all these phone calls and emails and ******** Chats. This is ridiculous.
Complete the forms required by *** and you will be reimbursed by ***, at which point you need to remove the charges from my account. Once this is done, I will be closing the account, as I will never again do business with a company that treats their customers this way, that violates consumer law, or that collects money in such a shady way.

Sincerely,

*********************
Customer Answer
Date: 09/21/2022
I wanted to provide the BBB with an update on this claim.

I have attached an email from *** indicating that the status of the claim has been updated and that the claim has been paid to Sephora.

The package claim was paid on 8/30/22. Sephora has been paid in full for these items, and this is verified by *** and the claim status. At this time, Sephora needs to reimburse/refund my Sephora Credit card in full or they will be in violation of consumer law.

I await the businesss response to see how they will try to get out of this one.

Thank you and make it a wonderful day!
Business Response
Date: 09/27/2022
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: 10/04/2022

Complaint: 17627505

I am rejecting this response because:
According to the email from Sephora, they have decided to refund the balance (go figure after realizing I would have an easy day in court with them). However, although they refunded the original charge (which was the ONLY item charged to the Sephora Credit Card, they did not resolve the late fees and interest charges. The Sephora Card is still reflecting a balance of $69.39 according to the website. This too needs to be rectified.

Sincerely,

*********************
Initial Complaint
Date:07/22/2022
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.
I have been a long-time customer; I've never experienced being uncomfortable in Sephora until I moved to **. I was at the Sephora store at ********************************************************************* on June 29th or June 30th. When my son and I walked through the door, I witnessed the black female give a signal to the Hispanic female to follow my son and I. I had already told them both that I didn't need help. As I was looking for make-up, I noticed that the black female was standing not far from where I was watching. I had a black bag with my purse inside. When I have my Chanel riding the bus, I always put the purse in a shopping bag. It was so uncomfortable, that I decided to leave. As I was leaving out, the black female stated, "she put something in her bag." I went over to the store in ********** and complained to the manager in that store, and made my purchase. The manager told me to get in touch with ***************** which I did twice. It has been almost a month; as of yet, I have not heard from anyone. I was so uncomfortable. A lie can ruin a person for the rest of their life. My son was tagging along, he doesn't enjoy going into Sephora. My son is a grad student at **********; he has a good job. This is something that could have ruined him as well. I just remember the smirk on the black females face. I didn't say anything to her, I just left out of the store. This was a humiliating situation. I'm not sure why people feel that because you're black, when you come in a store with a bag, people think that you are stealing. I will never shop at another Sephora store. I wanted to take legal action, but I know the black female would probably swear she never accused me of stealing, and since there was no one there but, the camera, my son, the Hispanic female, I'm not sure if it would have been believed.
Business Response
Date: 07/29/2022
Dear April,

We apologize for your experience at our Connecticut Avenue store and for how you were made to feel. We aim for every client to have a welcoming,respectful, and equitable experience when shopping with us, and we are sorry to hear that your recent visit did not live up to these standards.

Feedback like yours is taken very seriously, and we have already shared it directly with the right leaders within our retail division to investigate what occurred and take the steps necessary to ensure it is addressed appropriately and promptly.

Sephora is committed to fostering an inclusive community where all clients feel like they belong. We recognize that racial bias exists,and we are committed to doing all we can to change that. Recently, we expanded our education program to focus on equipping all employees with inclusivity,diversity, and anti-bias training across all aspects of our business. All current Sephora employees have gone through this program, as will all new employees. We are continuing to evolve the program and further all employee training as we receive input from clients like you and our business and equity partners.

Thank you for taking the time to share your concerns with us. We sincerely appreciate the effort and the opportunity to improve.

Sincerely,

Sephora Client Services
Customer Answer
Date: 07/29/2022

Complaint: 17609202

I am rejecting this Response No, it's just a script. This happened in June; it took me going through the BBB to get a response. I don't need to go back into Sephora.

Sincerely,

*********************
Business Response
Date: 08/05/2022
Dear April,

We again apologize for your experience at the Connecticut Avenue location in June.

In review of the previous contacts made to ****** Services to share your concerns, we see that our team had reached out within 24 hours of each incident, using the same email address as was provided during the contact and which we see listed again within the BBB complaint. We are sorry if these did not find their way to you and would encourage checking your junk or spam inbox in the case your inbox filtered these incorrectly.

We again assure you that Sephora takes its commitment to providing an inclusive space for all clients very seriously. Please know we have already shared your feedback with the store and the appropriate retail leaders who have taken the necessary actions to address the incident to ensure it does not happen again.

It is our priority that all Sephora employees must live up to our values, so that our clients receive the best possible service. Thank you again for sharing your concerns, so we can ensure clients like you always have a satisfactory experience with us.

Sincerely,

Sephora ****** Services
Initial Complaint
Date:07/20/2022
Type:Customer Service 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.
Bought two Sephora Favorites Luxe Vibes Mini Luxury Beauty Sampler Set (on April 28, 2022, 9:53 AM and January 27, 2022, 9:16 PM) which the set included a fragrance voucher to redeem a YSL Libre fragrance rollerball product. It's been more than half a year and the product was never in stock on their website as well as all the Sephora locations I have visited, which mean, there is no way to redeem the voucher for the actual product. This is like a scam because Sephora is technically selling customer something that the customer couldn't obtain. Tried contacting customer service and all they tell me is to wait, which is no help at all.
Business Response
Date: 07/25/2022
Dear Mandy,
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: 07/25/2022
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:07/19/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed order *********** for various colognes with Sephora online. The package was supposed to be delivered by *** on 7/12/22 but was never received. I called Sephora and they told me there was nothing they could do for me and that I would have to contact *** and file a claim, which I did. *** contacted me stating that they settled the claim and that I would have to contact the shipper, Sephora, for resolution. I have attempted to do so and they say there is nothing they can do for me. So they are going to get payment from *** for the claim they resolved AND expect me to pay for this purchase on my Sephora credit card.
Business Response
Date: 07/21/2022
Dear ******,

We are sorry to hear you did not receive your order (#***********).

In review of the tracking information, we see it was delivered on 7/12/22 at 4:40pm to the front door of the shipping address. As the package reflects successful delivery, we are unable to accommodate a reshipment or refund.
While we do see a claim has been opened/issued, this does not indicate that it has been settled or resolved in Sephoras favor.

We hope this information better clarifies.

Sincerely,

Sephora Client Services
Customer Answer
Date: 07/21/2022

Complaint: 17589803

I am rejecting this response because:*** states that the claim was settled in my favor and that they will reimburse the shipper, Sephora. Contact *** and you will see that they are going to reimburse you. We can resolve this issue if you would just verify this information with *** or waste our time in small claims court. Thank you.

Sincerely,

***********************
Business Response
Date: 07/29/2022
Dear ******,

After review of the *** claim, issued 7/14, we can confirm that it has not yet been settled or resolved in either your or Sephoras favor.

To confirm once more, we are unable to accommodate a reshipment or refund as the order (#***********) reflects successful delivery

Sincerely,

Sephora Client Services
Customer Answer
Date: 07/30/2022

Complaint: 17589803

I am rejecting this response because: When I first contacted Sephora about this missing package, they made it clear they would do nothing for me and told me to contact **** the shipping agent used. I filed a claim with them that was investigated and **** as shown in the attachments, admitted fault but they will only issue the money to Sephora, the shipper. Im sure Sephora knew that this is how *** issues claims when they advised me to contact ***. Now, Sephora doesnt want to submit the necessary forms to collect the claim and credit my Sephora card for items never received. Once *** honors a claim, they will only deal with the shipper not the intended recipient. Clearly, by all the attachments, it shows *** admits fault and has honored the claim.

Sincerely,

***********************
Initial Complaint
Date:07/15/2022
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 June 20th, I placed order ***********. I since returned both items in the order - a serum and Dyson Airwrap, which they acknowledged on June 27th. I only received a refund for the serum. When I reached out they said the Dyson Airwrap was missing a few accessories, and they could only refund me once they received them. Using a return label they generated for me, I promptly sent the missing accessories.I acknowledge I made a mistake and didn't properly pack the return. However, I have since rectified that mistake. They now have the full Dyson Airwrap, as well as my money. Not sure what kind of scam this is, but every time I reach out, they say to wait 30 more days for the distribution team to make a decision. If that's the case, why have me send back the missing accessories? Why hold all my money? I feel like I'm being given the run-around. This has just been such a headache and so time-consuming. I would like a full refund ASAP. Thank you. Also, I want to note that I have been a VIB customer for over a decade, and have spent $1000s. This is not how a long-term customer should be treated.
Business Response
Date: 07/21/2022
We apologize for the difficulty you have had with your attempts to place an order as well as your recent experience with contacting Client Services.

Given the amount of personal information that *** 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.
Customer Answer
Date: 07/21/2022
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.
Thank you for the prompt response.

Sincerely,
Initial Complaint
Date:07/15/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have ordered 6 DIOR Sauvage Deodorant Spray, 6 orders in total, they were shipped together. However, 1 month past, I didn't get the package, I have contacted *** to find the package, there is no result. Then I try to contact Sephora to refund or reship my items, Sephora refused . I have uploaded the order details and tracking infomation, the name of the pictures is order number. I need refund, thank you.
Business Response
Date: 07/18/2022
Dear Jia,

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, we do see the orders were lost in transit and not delivered by the carrier to the shipping address.

I have created a refund for the following orders, which were all impacted.

46119072687
46119072430
46119072089
46119071696
46119071387
46118069397

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 Team
Customer Answer
Date: 07/20/2022
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:07/14/2022
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.
Sephora Credit card has been a pain since it arrived. Between Sephora ******** care and ************* **** ******** is kept confused on who will take responsibility of the matter. Their card of ************* is currently used as a mechanism to strip ********s of cash. Details of the issue are as under: ************* online card management system/app has been supposedly showing technical glitches for months now. Sephora rep acknowledges that. When last month I tried making an account, it didn't let me because of technical issue (I tried multiple times). Then they charged me late fee. I tried making online account again to pay and dispute the late fee. Even after a month, the system is still down. I called both sides, Sephora is putting it on Comenity and they r putting it on Sephora. Messages left online stayed unseen for days now. No content reply to email complaints. At this moment, I am only trying to get my complaint to someone who is responsible but can you believe that there is no way to do that. I want to close this credit card a/c but again, there is no way to do that. Unbelievable.
Business Response
Date: 07/18/2022
Dear ****,
Were very sorry to learn of your frustrating experience in trying to resolve your concerns with your Sephora Credit Card.
************************ issues and handles all Sephora Credit Card related inquiries,I regret that we are unable to access any details related to your account or assist with your request.

We know that Comenity had recent technical issues, preventing clients from making payments and speaking with a representative when contacting. This has since been resolved. I invite you to contact either of the following numbers to resolve your issue.
Sephora **** card: ************
Sephora private label card (no **** logo): ************

We appreciate your understanding and patience. Thank you for allowing us the opportunity to address your concerns.
Sincerely,
Sephora Client Services
Customer Answer
Date: 07/22/2022

Complaint: 17570865

I am rejecting this response because: No responsibility attitude of Sephora, accepting the technical error of online system (including their app) but no recommendation to the bank for exemption of late fee.
Business Response
Date: 08/01/2022
Dear Shaista,

We apologize for your continued frustration. We do know that ************** systems and phone lines are again working, and theyd be happy to assist you.

We regret that Sephora neither has visibility or access to your Sephora credit card account, as ********************* issues and handles all Sephora credit card related inquiries. We invite you to contact either of the numbers below for better assistance:

Sephora **** card:************
Sephora private label card (no **** logo): ************

We hope this better clarifies and appreciate your understanding.

Sincerely,
Sephora Client Services
Initial Complaint
Date:07/14/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed 6 orders on Sephora website. Sephora did not send the product. I contacted them to ask for a refund, but it was always rejected. The express delivery number is 1ls724500149353.
Business Response
Date: 07/15/2022
Dear Zhu,

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, we do see that orders were lost in transit and not delivered by the carrier to the shipping address.

I have created a refund for the following orders, which were all impacted.
46649361323
46649361543
46649361712
46649361862
46649362052
46649365349

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 Team
Initial Complaint
Date:07/13/2022
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.
Seeking a refund of BarClays/Hawaiian Air credit card for $311.38.Printed and shipped return items via pre-paid shipping label #*********** within Sephora's return policy guidelines and timeline.Sephora did not abide by ********** law requirements for clear return policy/process (CA Civil Code 1723).SmartPost pre-paid shipping label indicated to return items via ********* which I did within the given timeframe. Due to COVID, I understandably was unable to see an agent for a **** receipt. Additionally, obtaining a receipt is not a required component listed in Sephora's online return policy. However,Sephora website indicates to mail items via ********* (which I did not see until later when I combed through the policy. I incorrectly assumed that Sephora had a clear return process and that the pre-paid ******** label would match the refund policy mail carrier, which is actually *********.) Now the package is "lost". And Sephora is attempting to not refund me by claiming they did not receive a package which was lost due to their unclear return process.(Are customers supposed to ship to **** like the label states or ***** like the return policy website says? Either way, the "lost" package is because of Sephora's lack of clarity on the refund process.)Submitting a document sent to ******* ******************** which include documents referred to above (SmartPost Label and Sephora unclear refund policy/process). ******* has since closed my charge back case because the issue is dealing directly with merchant Sephora and Sephora's illegal and unclear refund policy practices. I am seeking full refund and a clear, fair, and direct response via BBB as opposed to the run around Sephora has been giving.*Please note that best efforts have been made at solving this in a timely fashion. But Sephora has been stretching the timeframe of the refund process by giving lots of run around, no doubt trying to add yet another reason to try to deny the refund.
Business Response
Date: 07/14/2022
Dear *********,

To best assist you with your concerns, a separate email has been sent to the address listed when submitting your complaint.

We look forward to assisting you more directly.

Sincerely,

Sephora Client Services

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