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 fromMariam E
Date: 12/13/2022
1 starMariam E
Date: 12/13/2022
Was completely stunned by the customer service of **********************. I ordered a package online, which came to my home incomplete. The order number is (cant put it here), and the missing item's SKU is ********************* After trying to contact customer support twice, I was rejected a refund or reshipment with an explanation that I had used a "freight forwarding" address which is nothing but false. Sadly I cannot attach the customer service transcripts here, but essentially I'll just make sure never to order from Sephora again. Even Ulta has a better way to satisfy its a repeat customers.Sephora
Date: 12/14/2022
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 ****** ServicesReview fromTaylor K
Date: 12/04/2022
1 starTaylor K
Date: 12/04/2022
If I could rate zero starts I would. They currently have a promotion for 20% off (fine print says can only be used once). I placed all items in my cart but some items were not available to be shipped so upon checking out it split the order into two and would not allow me to use the promotion because of what they did. I went to check out all items together in one order. How they split it is on their end. Upon trying to fix this I was on chat for well over an hour with 3 different representatives ********, ******, and ********. All were awful. ******** would say please allow me time and come back with the same textbook response. ****** didnt even allow me to finish describing the issue and ******************** back telling me order #XXX was not placed under my account. Well yea bc order #XXX was not mine and if I did not place an order using the code, why was it saying I did? So I once again explained the issue and an hour after them not listening I dropped the f-bomb bc I was furious at this point. So ******** ended the chat. Needless to say their customer service is trash. It was easier to create a fake beauty account under a spam email to apply the promotion. Absolutely sad.Sephora
Date: 12/09/2022
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 ****** ServicesReview fromThea C
Date: 11/15/2022
1 starThea C
Date: 11/15/2022
I've never written this type of letter re customer service before, but since ********************** is such a big company, and my experience was so frustrating, customers should be warned. In short: I bought an item, refused the Beauty Insider offer (I don't like giving out my phone number / email for privacy reasons). I needed to make an exchange, couldn't find my receipt, but assumed like other corporations do, I could just provide the credit card I used to make the purchase. However, I was told that they had no record of my purchase, because I wasn't a Beauty Insider member. I recognize that it's in Sephora's interest to get as much information from customers as possible, in the name of "rewards". However, to refuse to identify proof of purchase unless someone is a Beauty Insider is just wrong. It's a way of forcing customers to give up their privacy, and that isn't ethical.I tried to escalate this issue with a supervisor and was willing to provide a screenshot of the credit card purchase. However, everyone, including the managers, said that because I wasn't a Beauty Insider, they could do nothing for me.Other major corporations, including Target, CVS, ******** etc, have no problem accepting the credit card the purchase was made on, and pulling up that order to provide proof of purchase. Why did Sephora decide to make life harder on the customer? The irony is that all I wanted to do was make an exchangestore credit would have been fine. But even after I took the issue to a supervisor, I was told there was nothing to be done. Even after I said this would mean I would take my business elsewhere, after being a customer for over a decade.I know that the loss of my business (over a $43 dollar exchange) doesn't mean much to a billion-dollar corporation, but on a personal level, I want you to know how it affected an overworked mom who just wanted to make an exchange.Sephora
Date: 11/17/2022
Dear ***** ***** reviewing your concerns, we can confirm that you were properly informed of Sephoras policy when attempting to make your return. Sephora is not able to offer a return or exchange without a physical receipt and/or without purchase verification from a clients Beauty Insider Account. Please know, a Beauty Insider Account is not required to shop, nor to make a return. However, in the absence of an account or in the case where a purchase is not recorded on a clients account, a paper receipt is required to complete a return. Sephora does not offer purchase verification through credit card lookup, which is where we may differ from other retailers that you are accustomed to shopping with. We apologize for any frustration this situation may have caused. Thank you for allowing us to clarify our policy further. Sincerely, Sephora ****** ServicesReview fromJulie C
Date: 09/13/2022
1 starJulie C
Date: 09/13/2022
AWFUL! I returned an item over two weeks ago and have not received my refund. I called and the rep said they issued a store credit instead. I went to use it and there is no store credit in my account. I will be filing a complaint with BBB and never shopping with them again.Sephora
Date: 10/16/2022
Dear *****, In review of your order and account, we can confirm that your return was processed in September and the refund issued to your original method of payment. It is recommended that you reach out to your bank directly if you have further questions about the status of your refund. To address your concerns with how the refund was first issued, it looks like we required clarification as to how the return was made. Once this was established, we were able to process your return within the 30-day time frame we allow for and for a full refund. We apologize for any frustration this situation may have caused. For future reference, please know that online credits will always appear in the payment detail on the last page at checkout on Sephora.com. You are welcome to contact ****** Services for assistance with placing an order if you are having trouble checking out for any reason. Thank you for allowing us to clarify the situation with your return. Sincerely,Sephora ****** ServicesReview fromMarni B
Date: 09/12/2022
1 starMarni B
Date: 09/12/2022
Just when I thought I had seen it all.They apparently refunded my return to Paypal which Paypal never received. First - it'll be there in 10 days - oh probably 30 days - I then had to open a case with Paypal - now we would like to see the receipt. ARE YOU KIDDING? They are on my profile! What is wrong with them. They now scam consumers out of their refunds? I will never order from them again. Dirty business and the agents are little b!!ches.Sephora
Date: 09/16/2022
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 ****** ServicesReview fromsdf d
Date: 09/09/2022
1 starLive chat is always down and the only other way to contact Sephora is by phone. There is no contact email provided.Review fromDevon A
Date: 09/08/2022
1 starDevon A
Date: 09/08/2022
I never received a shipment from February. Due to personal circumstances, I had not realized this order never arrived. On my order history, it shows the item was never delivered. Sephora support agents told me it was lost in transit. They initially were going to refund or reship but the last message I got was "We have our own internal policy and we are not obligated to inform clients of our internal policy. Since your order is from February, we cannot assist with a reshipment or a refund." when I asked for more information on this policy. I will no longer be shopping with this company and will be requesting a chargeback on my card for the missing shipment.Sephora
Date: 09/15/2022
Dear Devon,
We apologize that you did not receive your order (#42433878668).
As the order was placed in February, the tracking information is no longer valid. Due to the timeframe in which this is being reported, we’re no longer able to explore the matter further, and a reshipment or refund cannot be offered.
We hope this clarifies and thank you for your understanding.
Sincerely,
Sephora Client ServicesReview fromArshdeep K.
Date: 09/07/2022
1 starArshdeep K.
Date: 09/07/2022
Sephora is the worst company to buy from I ordered Dyson airwrap Firstly due to their delivery company package was delivered to wrong address I retrieved my package but unfortunately where it was delivered they already opened my package though everything was inside but I didnt wanted to use that to I returned that package on August 2nd to CP but due to some issues package was delayed by them for almost one month as per Sephora refund will be issued in 30 days so I contacted them after 30 days Sep 2 and they said we still didnt received your package its in transit your have to wait until we receive your package and you will only get online credit? For real everything was on time from my side still I have to suffer by waiting for that long no refund to my original payment method only store credit thats not fair to your customers. Moreover when I called them the representative was so rude she was screaming on me that we cant refund you you can do anything you want but we will not do anything she was just directly threatening me by screaming. Sephora team if person can afford $800 dyson airwrap he/ she had money thats why they took this big step but that doesnt mean if due to some reasons package got delayed you make your customer accountable for that not your courier companies. Thats so unacceptable exceptions was always considered in every company but your team not even ready to understand listen and just direct answer we cant do anything at least try to look into the issue.Sephora
Date: 09/09/2022
Dear ********,In review of your return, we see the Dyson Dyson Airwrap multi-styler Complete was submitted to *********** on 9/1/22 and received at our fulfillment center on 9/7/22. We do request 30 days to receive and process a return once its been submitted, but I can confirm the refund was completed earlier today, 9/9. A full refund was issued to the original method of payment.We hope this information clarifies and thank you for the opportunity to address your concerns.Sincerely, Sephora ****** ServicesReview fromAgnia L
Date: 08/19/2022
1 starAgnia L
Date: 08/19/2022
I purchased the dyson hair dryer for over $600 in mid June 2022, and returned the product within less than 2 weeks of their 30 day return policy. Not only did I have to wait an entire 2 months to get a refund, they applied a CREDIT ON ACCOUNT! I spent the last couple of months calling their customer service line (over 4 times to be precise) communicating with their customer service reps, to which I never received a concrete answer or explanation as to why their warehouse chose not to process the refund even after receiving the returned product. The Sephora customer service reps themselves could not understand why the warehouse has my product but hasnt processed the refund. Absolutely despicable. This is awful business practise, I should not be held responsible or be punished for the lack of competence of their warehouse employees that clearly and possibly tactically chose not to process the refund within the ***************************************************************************************************************** to my credit card. Not to mention Ive had to pay interest on a product that wasnt even in my possession.Sephora
Date: 08/26/2022
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 ****** ServicesReview fromCHUN CHUN W
Date: 08/13/2022
1 starCHUN CHUN W
Date: 08/13/2022
What a mean company , cancel all my orders maybe my last name sounds Asian. Just wanna redeem all the points and get rid of this racists behavior . I am fully disappointed it canceled all my orders with so many ridiculous reasons.i didnt buy too much not abuse any promotion. Such as can not verify my payment information,only can shop in store, Please Stop it and respect the customers like me!!Sephora
Date: 08/17/2022
Dear *****************,Thank you for allowing us the opportunity to address your concerns.In review of your account and several of your more recent orders, we see these were canceled as additional authorization is needed by the card holder. We invite you to contact us by phone at 1-877-SEPHORA ***************), so we may speak to you and gather the necessary information for verification purposes. We will then review these details, so future orders are successful.Please know Sephora takes its commitment to providing an inclusive space and equitable shopping experience for all our clients very seriously. We are very sorry you felt discriminated against, and we can assure you that the cancelation of your orders was based on a wide set of criteria including credit card, billing, and shipping information. We look forward to further assisting you by phone, so we can take the necessary steps to ensure your orders are able to be fulfilled successfully.Sincerely,Sephora ****** Services
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