Sephora
reviews and complaints

I received a dermaplaning tool for Christmas. This item is only available on line. The item isn't damaged, I just don't Like it. I have tried resolving in 2 stores (Woodland mall in Grand Rapids, MI on December 28th and River Town Crossing mall in Grandville, MI on December 29th.)and with customer service for a store credit today (January 21st) The problem is that the person who gave it to me doesn't have a receipt anymore and does not have a sephora account. I was told that there was absolutely nothing they could do for me unless I find proof of purchase. My niece has looked for proof of purchase and can not find it. Again, this is an item that can only be purchased on-line and clearly could not be a stolen item (like an employee at Rivertown crossing suggested) The item cost $75.00. All I want is a store credit so I can purchase other items and I don't understand why this can't be done. Please advise. Thanks Kristin My email address is [protected]@gmail.com

Hi there,

I purchased the vitamin c serum from Sephora in NYC - the store opposite Macy's - whilst there on business and upon arriving home to the UK I realised that the push mechanism is broken. If I were very heavy-handed I would understand it braking, however I am as gentle with my products as I am applying them, and so I believe this was genuinely faulty. I wouldn't have minded, but I'm concerned that the rest of the product is exposed to oxygen and also this has lead to a lot of wastage when I do use it as can be seen in the pictures. Based on this I would like to request a replacement or a refund.

Kind regards,

Kiran Judge

I would like to make a formal complaint on a bad customer service for my online order. The deliveryman came TWICE to deliver the product. However, due to an error on Sephora's shipping request, I was not able to receive my product.

I was told to make a cash payment of $89 to receive my product. This is incorrect. The correct cash to be paid should only be $9. I paid $80 online with a gift card. These details are stated clearly on the order form.

Communications via email have been going back and forth and the customer service personnel fail to check on the reason for the failed deliveries. At one point, they mention that no one was home - which is totally ridiculous, untrue and a false accusation. I was there, eager to receive my item and left disappointed, Twice, when the delivery man told me they were instructed to collect $89 -Twice.

When the customer service finally sorted out the order, I was told the item was out of stock and they could only refund the credit note to me. I am extremely upset and disappointed by this. The entire process was no fault of mine and I lost the product I had purchased online. The item came twice to my doorstep BUT due to the shipping order mistake made by Sephora, I am not able to receive my item. This is very Bad experience for me, as a customer of Sephora.
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Timeline:
6 Sep 19 : Purchase was made online. Paid $80 by giftcard and to be paid $9 cash on delivery.
12 Sep: Ninjavan delivery came but I am not able to receive my item. Was told to pay $89 instead of $9.
16 Sep: 2nd Ninjavan delivery came and I am not able to receive my item as well. Spoke to the delivery man about the order and showed my order details and my item was sent back. very disappointed.
17 Sep: Received an email from Sephora that the item was returned to warehouse and they will issue a credit note to me to re-purchase the item online again.
17 Sep: Customer service personnel said Ninjavan delivery could not reach me (not true, an accusation). I explain my situation again via email.
17 Sep: Sephora customer service realised their mistake. Sephora informed me that they can only refund the gift voucher or a credit note, the item is OOS now and they can't deliver another one to me.

Extremely Upset with bad service.
2 weeks from purchase order and I did not get my item at all.

Its really frustrating going into a store on my down day. Every girl should be able to have one. With my fiance looking to buy a new perfume & cologne. Walking into the store and to ask where an item is, felt like pulling teeth. Then when we were looking at the scents wall had 5 different people walk up to us with in 2 min. They all talk between each other sorry I wanted to dress down today. Which I should be able to. Do not look down on costumers or make assumptions and bother people. I guess my Tiffany co. sunglasses didnt show enough. Became so frustraited just walked out.

Hello,

Firstly I would like to start of by saying that I believe the lack of service that I received is unbelievable it makes me never want to shop at Sephora again. I went on holiday to NYC in April and purchased $400 worth of make up from Sephora. On the day I landed, I noticed that my lipstick was broken, so I made contact via Twitter on the 29/04/19 and until today nothing has been resolved. I've exchanged so many messages via twitter and emails . I was told I would get an email from the manager of the meatpacking store, after weeks of chasing I finally got a response. When Vanessa made contact she asked for a picture of my receipt which I showed her. She barely communicated with me, in fact it was always me chasing up for an answer. After months of asking, she says she will send me a lipstick, not only was the lipstick broken it was also the wrong colour picked out by one of the sales assistance which is my fault I should have checked. I told Vanessa about this and she didn't confirm whether they would send the correct colour. I also told her that when sending a package to another country you'll get charged for it and she assured me that I didn't have to pay anything. I received a letter from customs last week to say I need to pay £27.36 in order to get my package, I was beyond furious as I told her and of course I emailed Vanessa on the 20th of July and no response, as always. Now I'm beyond upset, I don't know if this is a cultural thing but in the uk that would never happen, the customer is always treated fairly as they want to ensure customer satisfaction and for them to return to buy some more. It shouldn't have to take this long to rectify a simple mistake from your end and the lack of care and understanding from the few people I have spoken to is shocking. I want this issue to be resolved, I know it's just a lipstick but it's not fair to have to purchase something and for it to be faulty especially when you spent hundreds of dollars on other products. I believe for all my trouble and time that I've wasted I deserve more than that lipstick, I want a gift card to make up for this. I'm sure I've wasted even more time to be completely honest because if the service has been this poor so far, I doubt this will get a response.

Kind regards,

Hodan Jama

I ordered over $150 worth of products I have not been able to track my items for 11 days numerous waste of time emails with a worker named Alex who would rather issue a refund than be a proper worker and help a customer find out where the hell and why the hell my products are so late and have heard nothing from anyone in Sephora every time I call it says staff are busy it's been 11 days with nothing but yet you take my money I'm contacting the ombudsman someone better contact me asap

Dear Sirs

I bought your product on 04.07.2019 in Zielone Arkady Bydgoszcz. This product has a defect. It is rolling on my eyes after 3 hours and I have pictures of this behavior. I wish I could use your product but it is inpossible. I would like to return Dior 3 colours trio blique.
I made a compliant number 33/1935/2019 but it was automatically rejected. Sephora does not even want photos of your product behavior.

May I ask you to help me, please?

Best regards
[removed]

mob. +[protected]
zby.[protected]@gmail.com

Hi

I want to complain firstly about 2 things, you Dior Fahrenheit deodorant in you Istanbul which are not sealed only have a security tag on them.

I thought they were a tester I opened it and tried it on, I was then ambushed by your staff and security to say this is not a tester.

My answer was you bottles should then be sealed, every person was trying them on.

I didn't appreciate the arrogance and none English speaking worker telling me to calm down like I was going to steal a deodorant.

This is unacceptable, which means if every person is trying on deodorant which are not testers then your store is selling bottles which will already used and second hand.

You either completely seal the bottles or label them to say these are not testers to avoid the same mistake again.

You can contact me [protected] or [protected]@gmail.com to give men an update on this issue.

Me and my partner spend nearly £300 in the store and didn't appreciate the staff speaking to us in manner which was aggressive.

Thank you
I look forward to hearing from you

Sephora (Makkah) customer service is the worst. The staff is arrogant, rude and unprofessional.
The cashier acted like the customers are there for freebies. The manger was equally unaffected by her behavior. The cashier bit off a cutomer's head off on opening a bronzer. Interestingly the tester of the product and many other products were not available.
The worst shopping experience ever!

I shop at both Sephora and Ulta and I have to tell you that Sephora needs to take some lessons from Ulta -
Sephora employees in a nutshell, RUDE, UNHELPFUL, SELF-ABSORBED
If there is more then one girl one the floor she is always GOSSIPING
with all the other employees
when you ask for help - they kind of huff like you are bothering there conversation.
WALDEN GALLERIA CHEEKTOWAGA NY is one of the worst

example -
i have many
but I had to ask 2 different employees or should i say bother them to see if they carried DONNA KAREN DEODORANT - because the one inside the JCPenny did not and said I needed to go to the "big" sephora -
One girl said IDk then asked the manager - who told me "NO WE DON'T CARRY THAT ANYMORE" - RUDELY
So I got some other things and LOW AND BEHOLD in the check out line there was the DONNA KAREN DEODORANT

you need to TRAIN THESE CONCEITED RUDE SELF ABSORBED YOUNG WOMEN THAT PEOPLE are really tired of watching them play makeup dress up amonst themselves and neglecting customers - ULTA employees look you in the eye at least -
Im glad you are closing for a day to get ahold of yourselves - maybe they should not be allowed to gather in gossip circles and leave customers to themselves
how DISAPPOINTING - many of my friends call it the "sephora Click" of Mean Girls -

Hi there, I'm writing this email to comment about an experience I had at the Sephora in Jc Penny in Solano Town center 1350 Travis Blvd, Fairfield, CA 94533. i don't know wherr to make this complaint and i usually dont make complains because I've worked in retail before and have had bad customers before and hated it when i was mistreated as a worker. but on May 23 I went into spehora to get a gift. An employee was fixing the foundation on the display and I asked her, "Excuse me, I was wondering if you knew or had any recommendations for a foundation for dry skin" and she responded, "I would have to swatch you and there are two other people ahead of you so you have to wait." and I replied, " oh its not for me its for someone else, i havr their shade numbers but i was just wondering if you had a foundation you would recommend". She explained, " you can't buy a foundation just baaed on dry skin and that person has to be here to have it swatched because you cant base a foundation on dry skin" and gave me a look as if I was stupid and walked away. As I was still shopping in the store she was swatching foundation for another customer ad discussing about me with the customer. Saying "people these days are just ridiculous. How can they come in and just ask for a foundation. I told her she can't just ask for one we have to swatch her" and describing me and giving negative comments about me while I was shopping, referring to me as stupid Asian. After my purchase as I was walking out I peeked at her name tag and she gave me a dirty look. Her name was Jennifer. In all my years of shopping at Sephora I've never had such a bad experience. I've always had people ask me if I needed assistance or had any questions. They even ask me what my skin type was to give me the best recommendations but this lady didn't give me any of that. I don't appreciate it and don't think that I deserve that kind of service. I'm not asking for an apology but I want this to be brought o Sephora's attention that there are ethics that should be upheld and customers shouldn't e treated as such.

They refused to give me a store credit refund to my Sephora beauty account but instead refunded to a credit card that no longer exists. I lost my points as well as the money spent on the product. Staff was not helpful, considering I've been a rouge member and spending a lot of money at this business. Will consider getting my skin care and makeup products from other stores from now on

I placed an order of 9 items at the value of $170 on the 16/02. After multiple emails trying to track my order and customer service telling me its ready to go and then to say its cancelled over a month later is a joke. How can you guys advertise things you cannot pick and pack? I don't want to hear from joevelyn again, clearly there's a language barrier as she makes no sense at all. The excuse that you guys are in the middle of a migration is also a joke. I work in freight forwarding and logistics and also went through a migration and we were still able to pick and pack orders to customers.

Dear Customer Service:

I would like to apprise you of a situation that happened at the Sephora in the JC Penney store in Redding, California, on December 27, 2018.

My sister and I stepped into the Sephora shop looking for some make-up. We asked the sales representative, Sarah, for some help. She assisted us with the creams and then went on to help us with perfume samples, during this exchange the manager, Allison, stepped in and was quite abrupt with asking Sarah what she was doing when it was quite obvious that she was assisting us with our purchases. We then proceeded to the make-up counter where Sarah made suggestions on matching our correct colors of under eye creams, while doing so, the manager, Allison kept interrupting in Sarah's earpiece, so she was called away and we were left to our own devices. I must note here that there was on 1 person at the counter, as the store was very quiet that morning; when Sarah returned she finished up with our samples and we left.

The complaint that I wish to convey is that if an employee is having an off day, or personal conflict then that should NEVER be demonstrated to the customer, especially from a manager. It was obvious by Allison's rude and curt behavior towards us was completely out of line and misguided. Perhaps more managerial training might remedy the situation as well as maturity and experience, but for me the bottom line impression does not bode well with the representation of your store when it comes to customer care.

Thank you for your time and consideration in this matter.

Loyal Customers,

Rose Cantos
Tina Kjos

/rc

Let me preface this by stating that between my 2 daughters and myself, we have spent thousands of dollars at Sephora as it WAS our go to store for all things cosmetic etc.

After spending quite a bit of time on Sephora.com, ordering several gifts for various people and spending upwards of $250, I placed my order, happy with the personalized gifts I had scoured the site to find (many items were sold out and extended the time I had to spend looking and choosing.

The order date was December 12th. The merchandise was to be given as Christmas gifts to some very deserving young ladies. Shortly after placing the order I was notified that the items were enroute and given a tracking number. A few days later I found out that the items were in Phoenix where I live, and they would update their movement shortly.

The order did not arrive in time for Christmas causing disappointment and embarrassment in my part for an unfulfilled promise. Since I had spent so much time and effort choosing and ordering, I kept hoping the order would arrive in a day or two. Nope.

I finally needed to cancel the order on December 29th after never receiving any information regarding the why or when.in my email I explained the Christmas situation, disappointment on the part of the girls who were to receive the gifts and set an expectation that Sephora would somehow "make it right."

I was amazed that the response I received from Sephora offered no apology, no explanation, no professionalism, no customer support, no appreciation or empathy for what their absolutely inadequate service caused. The coldly stayed that the amount would be credited back on my card. Case closed.

Sephora lost 3 good customers and thousands of dollars in future sales. Soon they will drive all their customers away and be out of business and rightfully so. I am saddened and disgusted that a business sees no value in their customers and simply dismisses their concerns while ignoring the faults and mishandling of their business.

Leslie Ross

I just received the most disgusting customer service from your store in Hingham MA at the derby st stores. Myself and my daughter walked into the store the greater greated us and my daughter achknowledged her but although I heard her I got sidetracked by the display of face powders, the item I came in for. After about 15 seconds of looking I looked up to see the greater talking to another associate and the 2nd associate then looking up and staring right at me, then the greater turning around and lookingt at me then both walking away. I then saw the greater and another associate looking at me over 2 isles. Now I'm not stupid, I'm a professional intelligent person who happens to spend a lot of money in your store but you would have to be crazy to not realize that your being talked about. I've worked in many retail stores over the years and believe me I've been frustrated when I greet someone and they do not respond but ce la vie and move on. The unprofessional and immature actions of the associates in this store was frustrating. I asked to speak to the manager who did show up but 2 isles from me said in a very loud and condescending voice ‘can I help you with something'. Honestly if you know that a customer in your store is having a problem you certainly don't talk loudly in front of other customers, you move to the side of the store quietly. The manager was unhelpful and uninterested in what I had to say so I decided it was best to leave.

I bought an eye liner from Sephora in El court ingles while on holiday in marbella. I used the eye liner yesterday (I am now back in the UK) and it eye liner made my eye lids stick together! I am now scared to use the product and cannot return to store as do not live in spain and there is no sephora in the UK. Please help

My UK number is [protected]

So I made an online account in 2014. After some time using the site I couldn't purchase online anymore. So a couple years later a made a new account due to having a new email and not having access to old one. So after using the new account for a little over a year I called customer service to see if they could transfer my points from my old account to my new one. I was put on hold for 20 mins for them to tell me they are banning me from shopping online. When I asked why they said due to multiple charge backs from my bank. I advised them I have never contacted my bank to authorize a charge back because I always have received all my orders. They then told me it was a "business decision" and continued to apologize. I told them well if I never called then I would still have my account. They then told me it's a rare case that my account wasn't shut down sooner. I asked to speak with a supervisor. Was put on hold for another 20 mins. I explained the same thing to the representative I was speaking to and they did not help me at all. They said they emailed me stating my account was banned I then told them I have no access to the old email. And told them they have my phone number and could of got ahold of me that way. They continued to tell me there is nothing they can do then sent it over to support to see if they could change anything. Again support said the same thing. They said I can still shop in store but not online. I don't get their procedures at all like if you don't trust me because of these supposed charge backs that they couldn't find. Why is going in store any different. They lost a valued customer but I know they don't care.
I was rouge on old account and almost VIB new account

I usually never have anyone approach me to help me in a Sephora store because I'm young (19) and I'm sure they figure I won't buy anything so there's no point in helping me so I usually try to shop online to avoid this but I went into the store today and tried to get someone to help me find a product for my acne prone skin and the lady first asked me if I have rosacea because my face looked awfully red I explained it was due to a topical acne product I use that sometimes makes my face a bit pink. She then went on to say that she couldn't help me find anything with my skin in the state that it's in and to come back when I clear my skin up. I feel awful enough about having mild acne I don't need it pointed out and for someone to tell me she can't help me find a product that will help because it's too bad right now just makes me feel worse. I love the products Sephora sells but I'll have to stick to shopping online because it really hurts to have an employee make me feel bad about my skin when there's nothing I can do about it and I came in for help.