Complaints

This profile includes complaints for Sephora's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sephora

  350 Mission St Fl 7 San Francisco, CA 94105-2275

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  Sephora

  5001 Monroe St # 1595 Toledo, OH 43623-7006

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  Sephora

  2100 Hamilton Place Blvd., Suite 256 Chattanooga, TN 37421

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  Sephora

  2855 Stevens Creek Blvd #1061 Santa Clara, CA 95050

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  Sephora

  99 Rockingham Park Blvd Space E211C Salem, NH 03079

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:07/12/2022

  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.

  Hi, Order number: *********** Item: La mer treatment lotion I made online order from Sephora in December 2021. After receiving, I placed them in my closet saved as my cosmetic stock without opening that. Late last month I opened the box and was ready to use, I found the bottle was sealed open, and was leaked with some liquid with smells. Attached with the picture can show this. I am quite upset as I spent $240 plus tax purchased an used/defective item. I contact customer service and I was advised this was over 60 days and nothing they can do regarding this, and said I should open the box to the double check right after receiving the item. This made a quite upset moment of me. I have been shopped with Sephora instead of shopping with other suppliers, becasue Sephora is a trustful and reliable brand. After receiving the items, I only check whether the exterior boxes look good or not, with never opening the box to check the item itself, because I am assuming that Sephora is responsible to sell brand new item to it's customer. Purchasing lipsticks from Shoppers Drug Market I might have to open the box to check wether others try them on or never used, but I won't check this if purchasing from Sephora.No one is expecting to receive an used/defective item by shopping with a well-famous known brand, should I really open each individual box to take look of that individually and carefully? This could be the reason that I received an opened bottle of cosmetic because other customer received and opened the box to have a try, and return back Sephora, then Sephora re-sale that to your customers without checking the item is opened or not by other customers? This could not be the proper way of treating the customers and this is not acceptable at all. Please help me provide a solution regarding my complaint. thank you very much.

  Business Response

  Date: 07/14/2022

  Dear Jasmine,
  
  We are sorry to hear about the condition of the La Mer Hydrating Treatment Lotion.
  
  Items purchased within 30 days are eligible for a full refund to the original method of payment. ******s will receive online or in-store merchandise credit for products returned within 31 to 60 days. As the item was bought more than 60 days ago, we are no longer able to offer a return.We apologize if this causes any disappointment.
  
  We appreciate having had the opportunity to address your concerns and hope this information clarifies.
  
  
  Sincerely,
  Sephora ****** Services Team

• Initial Complaint

  Date:07/12/2022

  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.

  I was told because OF COVID 19 we couldn't try on any make up in the store and that the sephora amount return shouldn't affect me however when I tried to make a return I was told to call this number ***********. When I called they said I couldn't return until June 22,2022. I told ******* by that date it would be more then 60 days there return policy. ******* said to have them return with no receipt. He said to tell that's what he said. I went today June 30, 2022 and spoke Linsey after explaining she called them to see why they told that information. She explained the amount returns. I told her this what they told me on May 19,2022. ******* said let me see what I can do. I said ill even take store credit. ******* came back said her store manager told she couldn't do any thing about it. I like my money back.

  Business Response

  Date: 07/15/2022

  Hi Karina,
  
  We understand your disappointment in not being able to return your Sephora items. Our return policy can be found at the link below and is a follows:
  
  https://www.sephora.com/beauty/returns-exchanges#Returns
  
  If you are not completely satisfied with a Sephora purchase or gift for any reason, Sephora welcomes you to return new or gently used products for a full refund to your original method of payment if returned within 30 days of purchase, in most cases. Returns that are made from ***** days after purchase are eligible for online credit (if returned to us by mail) or store credit (if returned in-store). In order to complete the return, you must have a proof of purchase.
  
  As your purchase was made on 4/10/22,we are unable to process the return as it exceeds our 60 day policy.
  
  The number you contacted ***************) is for TRE, The ***************, a third-party database of customer return activity that ********************** uses to authorize returns and prevent fraud. The date and information provided by them was referencing previous return history and would not supersede our return policy timeframe.
  
  We hope this information clarifies and thank you for understanding.
  
  Sephora ****** Services

  Customer Answer

  Date: 07/15/2022

   
  Complaint: 17507438
  
  I am rejecting this response because:
  
  the retail advised me that even after the 60 days to return with no receipt. I just want either my money or the store credit. This was told yo me when I first got the "return declined "on May 19, 2022. ******* from Tre customer service told me not to worry just go in after June 22,2022 and advised them of what he told me " return with no receipt". Maybe sephora shouldn't have a 3rd party and I wouldn't be in this position. Having to plead for my money back or store credit. Sincerely,
  
  ***************************

  Business Response

  Date: 08/10/2022

  Dear Karina,

  
  Thank you for the additional opportunity to clarify.

  
  As mentioned, Sephora offers returns up to 60 days. More information on our return policy can be found by visiting the following link: https://www.sephora.com/beauty/returns-exchanges#Returns

  
  Please know our partners at TRE would only be able to speak to whether the return would be eligible in regard to an acceptable pattern of return history. TRE and its employees are not able to override our return policy. Your feedback regarding the information offered by TRE will be shared with the appropriate leaders to address the opportunities.

  
  Our specified timeframe was exceeded when visiting our store for your return. An accommodation of an extension of our return policy will not be made. Please note this is Sephoras final business decision.

  
  We appreciate your understanding.

   

  
  Sincerely,

  
  Sephora Client Services