Business Profile
Skin Care
SephoraThis business is NOT BBB Accredited.
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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 91 Customer Reviews
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Review fromRose H
Date: 02/28/2025
1 starRose H
Date: 02/28/2025
In November I redeemed 2500 points for a $1000 rouge reward. I gave birth to my son in January and have been extremely busy and almost forgot to use the reward. I checked for an expiration date and it said 2/24. On 2/24 around 1130pm I attempted to redeem the reward and the code was not working. I reached out via chat and the agent said it was because the reward expired at the same time I initially redeemed the points in November. No where did the reward say that and I did not remember the time I redeemed the reward. He said he would submit a request to have the points reinstated which would take 48 hours. When I didn’t see the points back on the account I contacted customer service and the agent stated the points actually expire at 1201 am instead of the end of the day. Again I did not see that stated anywhere. And now I’m out 2500 points which I deem to be unfairSephora
Date: 03/10/2025
Dear ****,
We apologize that you had trouble using your Rouge Reward.
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 ServicesReview fromMaiana M
Date: 02/15/2025
1 starMaiana M
Date: 02/15/2025
The worst customer experience I have ever experienced. I have been a customer for over 10 years, and several purchases later, last month was the very first time I ever needed to return a product I bought from Sephora. I used the product twice and realized it was not working well on my hair. I packed it and sent it back after just a few days after receiving it. Almost a month in transit, the product finally reached their warehouse and to my complete surprise I receive an email saying they would not be able to process my return because the product either did not arrive or arrived empty. I reached out to Sephora’s customer relationship department via chat and asked for more details, because I sent the product in perfect condition after only using it 2 times. They said the product arrived empty and therefore they would not reimburse me and simply ended the chat. I tried one more time to talk to them and had to explain the situation all over again, and my issue was not resolved until I asked to talk to the supervisor. During the whole exchange they kept saying that they understood my frustration but did not do anything about it.. I felt like I was asking for a favor, although was following their return policy to the dot. And all that was just for a $27 dollar product… this is not the customer experience I was expecting from a brand that I used to admire and be a loyal customer to.Sephora
Date: 03/10/2025
Dear Maiana,
We are sorry to hear that the refund was not processed upon receipt of your return.
In review of your account, we see you have already been assisted.
We invite you to contact Sephora *************** if there is anything else we can help with.
Sincerely,
Sephora ***************Review fromMichaela R.
Date: 01/06/2025
1 starI bought two gift cards from the Sephora store in the *** ******* *** ********** just before Christmas in early December, 2024. They were purchased using a bank debit card. Each was for $100. These were given to two family members as Christmas gifts. The recipients of the cards tried to use them for purchasing items from Sephora a couple of days after Christmas. When checking out, the cash attendant told them that there were zero funds on the cards and that the funds had been depleted from the cards on December 18. The cards were not gifted until Christmas eve. We contacted Sephora to complain. They sympathized but offered no remedy. I claim that Sephora sold me a defective product. Somebody somehow depleted the funds on the cards so that they had no value upon attempted use to pay for a Sephora product in the Pen Centre. I want my money back. Their half-hearted response to my reaching out to their customer service site is unacceptable. This is the worst customer service ever. I will tell everyone I know not to purchase a Sephora gift card. I will tell everyone I know to NOT trust this company. They don't care. They won't help in any way. Michaela RivettReview fromLarisa E
Date: 01/01/2025
1 starLarisa E
Date: 01/01/2025
That is the worst company, seriously. Never ever buy gift cards from them! I have bought a eGift card for a good friend for a New Year, I have used a credit card from my account that I'd used many times before, and I got a message from my bank that the payment went through. I sent the card link to my friend right on the New Year Night. However on the next morning I got email from Sephora that eGift card cannot be issued for some unknown reason. I called them, guess what, in an hour I got a new email from them that they are so-so-so sorry but their stupid system cannot process eGift card and the only option is to mail a physical/plastic gift card.
Can you just imagine my embarrassment in front of the friend of mine that got an eGift card link that doesn't work! It looks insane but Sephora, that huge company, is absolutely incompetent.Sephora
Date: 01/11/2025
Dear ******,We are very sorry to learn of your frustrating eGift card experience. As all Sephora eGift Cards are sold and processed through our partner, ********, and they directly handle any issues related to eGift Card orders, it is our recommendation that you contact ******** directly for any questions you may have. You can contact Cashstar Customer Support by using the link and/or phone number below:CashStar: ************** (US) ********************************************************************************************* hope this helps provide clarity on next steps.Sincerely,Sephora ***************Review fromKara H
Date: 12/21/2024
1 starKara H
Date: 12/21/2024
I ordered over $300 worth of same day delivery items. Around 3 hours later they it was marked delivered but I didn’t receive them. This has never happened to me before. I contacted them and explained what could have happened since it wasn’t a reputable delivery, they said since it was marked ‘delivered’ they couldn’t do anything for me. Not a refund nor replacement. This is so frustrating as they said oh well still allow you to shop with us. What do you mean allow? Why would I want to shop with you if you’re not helping me figure out my situation, they didn’t offer any help at all. This is a lot of money and I work hard for my money. I would like for this to be figured out or atleast replaced. I will never shop there again, and again I demand a refund or replacement.Sephora
Date: 01/11/2025
Dear ****,We apologize for this experience with your recent ******** review of your account and the order, we see you were assisted by our *************** team earlier.Thank you for allowing us the opportunity to address your concerns.Sincerely,Sephora ***************Review fromLina Z
Date: 12/10/2024
1 starLina Z
Date: 12/10/2024
Daughter purchased several items at the store only to realize they were all sample items. Employee had placed sample items instead the full product. Poor sales. Customer service advised us to go to the store at point of purchase and speak to a manager to view the in store video. Store we attended was an hour away. NEVER SHOP THERE AGAIN. Buyer bewareSephora
Date: 12/17/2024
Dear ****,We apologize for your daughter's recent experience with this purchase.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 fromJudith B
Date: 11/29/2024
1 starJudith B
Date: 11/29/2024
Poor customer service. I was told "its normal", to be charged before confirming your order and be charged twice at that... "Don't worry it wasn't actually charged tho". My order was beyond 448$ and this issue caused an overdraft!!!! Sephora will also ruin your credit for you!!!
Huge lack of handling complaints with Sephora's Beauty Advisors. Felt like they didn't listen to anything I was saying and only caused my anger to grow. I just wanted to warn the company so that they can file the issue, instead was gaslighted and ridiculed at the end. I didn't ask for any type of compensation and this is how I was treated?Sephora
Date: 12/12/2024
Dear ******,We apologize for the authorization amounts you are seeing in your account, and for the experience you had with our Beauty Advisors. We value your feedback, and we have shared this with the appropriate team so that improvements can be made. Please keep in mind that when the Place Order button is clicked, a hold is processed for the amount of the purchase. However, we don't collect the funds until the order has been fulfilled. With that in mind, you are seeing pending authorizations from your order, which can take up to 30 days to remove from your ****** account. The total amount of days depends on your financial institution. ************************************************Review fromKatherine T
Date: 11/27/2024
1 starKatherine T
Date: 11/27/2024
Absolute worst customer service I have EVER experienced. Sephora will not get another dime from me. My husband ordered a skincare advent calender for me (Barbara Sturm) that was $600. He received an email saying it was delivered however what was actually delivered was an Dyson Airstraight. He contacted Sephora who said the item will be replaced and sent a return label for the straightener. The next morning he received an email saying the request was denied and they would NOT be shipping/replacing with the correct item AND if we wanted a refund then we had to send back the Dyson first. WHAT THE F**K are you talking about? We ordered something, you sent the wrong item and can absolutely care less to make it right!!! He has called twice with the same response. I just hung up with customer service because I am infuriated. This was first of all supposed to be a surprise/gift and 2nd of all advent starts on Sunday and there’s no way it will get here in time if we re ordered it. I am disgusted by Sephoras lack of care for an error caused by them. With service like this it’s just a matter of time before they even need to worry because they’ll all be out of jobs. Anyone in their right mind shouldn’t shop there for fear they may get the wrong item and just be “stuck” Sephora should be ashamed of themselves. Way too many other places to spend my moneySephora
Date: 12/07/2024
Dear *********,We apologize for this 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 fromRadhika K
Date: 11/16/2024
1 starRadhika K
Date: 11/16/2024
What a horrible company Sephora is turning out to be. Poor customer service. They don't care that their giftcards are being hacked left and right, they don't protect the gift card recipient in anyway shape or form. No policy set forth to protect their gift cards. Think again before you purchase a sephora giftcard for anyone. It will most likely get stolen and they will refuse to refund you the amountSephora
Date: 12/03/2024
Dear Radhika ,Thank you for sharing your *********** review of your account, we see you have since been assisted. We invite you to contact us via phone at 877-SEPHORA *************) or chat on Sephora.com if we can help with anything else. ************************************************Review fromKim W
Date: 11/05/2024
1 starKim W
Date: 11/05/2024
They indicate that you are pre approved for a credit card and can safe XXX today by applying. Once you apply they then tell you that it takes 10 days to be approved. I called Sephora who transferred me to the credit card company. the person I spoke to said that the "save on this order" wasn't available on line despite the fact that is is on the website. She also agreed as a customer she felt like it was false advertising and had been discussed in meetings.
She also told me there was no way to cancel my application. It is a total scam by Sephora to get you to apply for the credit card and not provide what is promised.Sephora
Date: 11/15/2024
Dear ********,Were sorry to learn of your frustrating experience with your Sephora credit ******** can receive 25% off your first purchase when you open and use your Sephora Credit Card at Sephora within 30 days of account opening. We apologize for the disappointment and we will share your feedback with our team. If you have any additional questions or concerns about your credit card application, we invite you to contact either of the following numbers for more information.Sephora **** card: ************ Sephora private label card (no **** logo): ************ Sincerely,Sephora Client Services
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