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Business Profile

Beauty Supplies

Sephora

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Beauty Supplies.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/04/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    The date of the transaction was 11/18/2024. The cost of the transaction was $70, purchased 2 items total-a face wash and a makeup primer. The service that Sephora advertises is a welcoming and positive shopping environment, to which I observed neither. When I entered the store, no Sephora employee spoke to me or greeted me. I was not asked by anyone if I needed assistance. I found this odd, but continued to search for my items. When I found my face wash, it was on the top shelf--and I am not that tall. I struggled to obtain my face wash having to reach the top shelf (still, no employee offered assistance). When I grabbed my face wash, my arm brushed against a sign on the top shelf. This sign was heavy and not firmly attached to the shelf. The sign then fell on me, and the weight and height caused the sign to break my phone that was in my other hand. Still, no employee offered assistance. I had to spend more money to have my phone fixed as it was unusable. No store employee or even the store director has attempted to resolve my issue. I have called multiple times. Each time I'm told off, and that "someone from insurance" will be speaking with me--still, no one has. I'm told there's no one to speak with and that I have to wait for someone to reach out to me. It is now 3 weeks later and still, no resolution.

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