Business Profile
Skin Care
SephoraHeadquarters
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Reviews
This profile includes reviews for Sephora's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.04/5 stars
Average of 92 Customer Reviews
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Review fromDiana D
Date: 05/27/2025
1 starSubject: Extremely Disappointed with Return Experience – Rouge Member Feedback
I’m writing to express my deep frustration with a recent experience that has left me incredibly disappointed.
I placed an order online and selected same-day delivery because I’m currently traveling and do not live near a Sephora location. Unfortunately, I need to return some of the items, but when I reached out to customer service to request a shipping label, I was told the only option is to return them in-store. This policy makes it impossible for me to return the items, as I will be away until after the 30-day return window has passed.
I spoke with two different representatives, and both abruptly ended the chat without offering any resolution or support. As a longtime loyal customer and Rouge member, this experience was incredibly disappointing. I’ve consistently chosen Sephora for years because of the service and convenience—but after this, I will seriously reconsider. There are many other retailers that offer the same products and a more flexible return process.
I hope Sephora reconsiders this restrictive return policy, especially for customers using premium services like same-day delivery. At the very least, customer service should be equipped to offer a reasonable solution in situations like this.Review fromRachel H
Date: 05/08/2025
1 starFor over a YEAR I have had ongoing issues with my Sephora rouge account with ZERO resolution! My account gets deactivated, cannot access… customer service continues to “put a ticket in to IT”. Over A YEAR OF THIS! There has not been ONE PERSON THAT CAN ADDRESS THIS ISSUE ! More recently prior to my ROUGE account being DEACTIVATED, Every time I logged into my account- I had to change the password. I alerted them to this. No response, no resolution. Now for 3 days I can’t access my account because it’s been deactivated. This is the 3rd time in a year this has happened! They are USELESS in the customer service dept. Everyone passes the buck with zero resolving the issues. Done with this company. ,Review fromLaura H
Date: 04/29/2025
1 starLaura H
Date: 04/29/2025
I placed an order online and when it was delivered, the box was empty. This is the second time it happened!. When I called customer service to resolve the issue, they said that because it happened again, they could not do anything to help me. Clearly, there is an issue in their distribution warehouse, but it is unthinkable that Sephora would find it acceptable that I just eat the $73 I spent on foundation that I never got.Sephora
Date: 05/13/2025
Dear *****, We are sorry to learn of your recent order experience. After careful review, we see that you have now filed a dispute with your credit card company for this order. Your bank will need time to investigate and will make the final decision on the outcome of the dispute. In general, it may take up to 30 days for the outcome to be determined. We recommend reaching out to your bank directly with any additional questions or concerns.Sincerely,Sephora ***************Review fromStephanie U
Date: 04/20/2025
1 starStephanie U
Date: 04/20/2025
I have made so many large purchases this year. They made a mistake and put all of my orders and points on a mistake email they made. They deleted all of my purchases and points. I was a Rouge member finally and it was all also deleted to an Insider they said they would email to get me to the next level VIB. That’s not okay! I lost my account, purchases and Level!!!Sephora
Date: 04/24/2025
Dear *********,We are sorry to learn of your frustrating experience with your account.After careful review, we have confirmed that you had an in-store account, as well as an online account. We are delighted to see that on 4/21/25, a Beauty Advisor combined your accounts and points, upgrading your primary account to VIB status. As your combined annual spend between both accounts was over $350 in 2024 and 2025, this qualifies you for VIB status. Please keep in mind that clients who spend at least $350 in one calendar year will qualify for VIB status. Clients who spend at least $1,000 in one calendar year will qualify for Rouge status. Additionally, we can confirm your *********** points have been combined between both accounts. We again apologize for any inconvenience this caused, and we hope this information better clarifies. ************************************************Review fromNas A
Date: 04/15/2025
1 starNas A
Date: 04/15/2025
If I could give a 0 I would on Sephora client services and how they handle issues. I have been a loyal Sephora customer for decades and a rouge member for many years. Sephora carrier lost my package and I reached out to Sephora client services. They not only declined to resolve the issue but said won’t help for any future issues either. I couldn’t believe what I read. To say I’m extremely disappointed is an understatement. To think I have given them my hard earned money and a ton of it makes my blood boil. This is NOT how you treat your loyal customers. Do better Sephora!Sephora
Date: 04/21/2025
Dear Nas,We are sorry to hear that you were unable to locate this order and apologize that you were not assisted more immediately when you contacted us. Upon further review, we see that you have now located this order through ****. Please know that we value your feedback about this experience, and I have shared it with the appropriate leaders for review to ensure that improvements in our service are made.Sincerely,Sephora ***************Review fromNancy A
Date: 04/12/2025
1 starNancy A
Date: 04/12/2025
Sephora has the worst customer service. I placed an order in store which was marked as delivered and out for delivery at the same time by the delivery company (Veho) that Sephora started using. I never received the merchandise and Sephora customer service provided absolutely no help with this matter except to offer a refund for the purchase. After speaking with several customer service representatives for a week, they stated that they weren't able to track the package nor contact the delivery company either. This experience has proven that Sephora does not care about the satisfaction of their customers nor do they properly train their reps to provided proper customer care.Sephora
Date: 04/16/2025
Dear *****,We apologize that your order was not delivered as expected.After further review, we see that your order, ************, may have been lost in transit, and therefore, not delivered by the carrier to the shipping address selected. A refund of ***** has been issued to your ***** It may take several days for the refund to post on your end, depending on your financial institution. We recommend reaching out to your bank directly with any questions about this time frame. Additionally, a refund of $15.15 has been issued to your account as an online credit, to reflect the gift card that was used in the order. Online credit can only be used on Sephora.com and does not expire; it cannot be used in stores. However, it can be used in a Buy Online, Pick Up In Store order or a Same-Day Delivery order. It will automatically apply at checkout as your first form of payment until exhausted. We again apologize for the disappointment, and we hope this information better clarifies. Thank you for allowing us the opportunity to address your concerns.Sincerely,Sephora ***************Review fromAynur Y
Date: 04/03/2025
1 starAynur Y
Date: 04/03/2025
Terrible Customer Service and Unresolved Refund Issue
I am extremely dissatisfied with my experience with Sephora. I placed an order [Order Number], which was marked as delivered by Sephora’s system, but in reality, it was undelivered and returned. After contacting customer service, I was told the issue was due to my "forwarding address," which is simply not true. The address I entered was in my address book, and it was processed incorrectly by Sephora’s system with a modified and incomplete address.
Despite this clear mistake on Sephora’s part, I was only refunded part of the order, leaving the remaining portion unresolved. After several attempts to contact customer service, I was repeatedly told that a refund was not possible due to the forwarding address, which contradicts their own actions since they’ve already refunded a portion of my undelivered items.
This situation is frustrating and disappointing. Not only was my order mishandled, but the customer service team’s responses were inconsistent and unhelpful. They have refused to issue a refund for the returned items, despite clear evidence that the issue lies with their processing system, not with my address or actions.
If you're considering purchasing from Sephora, beware of their faulty order system and unhelpful customer service. I will be filing a chargeback and reporting this issue to consumer protection authorities, as I refuse to let them take advantage of me.Sephora
Date: 04/08/2025
Dear Aynur We apologize that you didnt receive this order. Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to the address listed when submitting your review. We look forward to assisting you more directly and resolving your concerns.Sincerely,Sephora ***************Review fromDiana H
Date: 03/27/2025
1 starDiana H
Date: 03/27/2025
I bought a perfume mist on line with ****** a within returni policy window. The card I used in ****** was ****, and I’ve returned with ****** for refund for years and years no problem. I encountered a problem in Sephora Walt Whitman mall in **********, NY for the first time. The assistant manager, Charlene, refused to help me the great way I have been always. She said she was this position 13 months, but did not extend to help me, saying go to customer service on line. She did not even know if a refund could be made this way, not friendly or helpful! I’ve worked in retail and I’d be written up if I treated a customer this way! I have loved Sephora and can’t believe the customer service. Wanted to let people know to not use ****** and think twice so this doesn’t happen to you.Sephora
Date: 04/03/2025
Dear *****,We are sorry to learn of your experience, and for any disappointment with the return policy. For ****** purchases returned in store, you would receive a gift card for the amount of the refund if the return is made within 30 days of purchase. If the return is made between 31 and 60 days, you would receive a Sephora store credit, which can only be used in stores, not on sephora.com. Please note, this return policy is effective for purchases made prior to 4/24/25. For more information, please visit: ********************************************************* Sincerely,Sephora Client ServicesReview fromTiffany C
Date: 03/13/2025
1 starTiffany C
Date: 03/13/2025
Ordered some perfume from sephora.com. I ordered other items too. The fragrance was a re-up, so I did not open it right away. When I did, I found that the travel size spray was just 1/2 full. The box is not one that is sealed and there is no evidence of leaking. Of course it is past the return period. My fault. But Sephora sent me perfume that had been used. Disgusting and disappointing customer service. It should have been checked before being shipped to me.Sephora
Date: 03/18/2025
Dear *******,We apologize for your recent order experience.Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to the address listed when submitting your complaint.We look forward to assisting you more directly and resolving your concerns.Sincerely,Sephora ***************Review frombob d
Date: 03/03/2025
1 starbob d
Date: 03/03/2025
horrendous service.
I’ve been unable to access my Sephora account for multiple years. At least once a year I will try and get my account back, but I’m never listened to. I’m only told to wait A time period. Then after that time. I reach back out to them and they told me to wait longer.
Absolutely ridiculous, embarrassing, disgusting customer service. I’ve wasted years with these people.Sephora
Date: 03/18/2025
Dear ***,We apologize for the difficulty you have experienced with not being able to login to your account.Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to the address listed when submitting your complaint.We look forward to assisting you more directly and resolving your concerns.Sincerely,Sephora ***************
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