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L
12:51 am
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Sephora - customer service

I have spent a lot of money shopping on Sephora.com. They have a great selection, and the freebies you get with each order are awesome! Out of my many orders, I received only one with a missing item. Never the wrong item they are good about that. I called, was on hold for a long time, hung up. I emailed customer service and they said they can't do anything online, I have to call. With my busy schedule, I called a few times and was on wait for so long I couldn't complete the call. 6 weeks later I finally got through and the representative was RUDE as can be, told me I would be getting my money back in my account, 4 weeks later it still hasn't happened. Moral of the story: someone in the order fulfillment area signed the order, each item, but left out a 25.00 item and I have NOT been reimbursed. I will go back to ULTA.

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R
12:20 pm

Sephora - they will now not replace the correct perfume or refund it.

I ordered perfume while shopping in Sephora Mall. They sold me the wrong. We sent it back when the company told us that they would send the correct one. However the perfume we sent back got lost in the post or so they say! They will now not replace the correct perfume or refund it.

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N
4:01 pm
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Sephora - rude

I have mixed reviews. I enjoyed shopping at the sephora at the Jcpenny store, that I went to on Sunday, but yesterday I went to the main Sephora in Modesto and I left bummed. Usually I get great service from Sephora's associates. That is why I shop there a lot. I've been a loyal customer ever since they opened up the store in Modesto. I love the store and...

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Sephora - misleading &expedited& shipping

I recently placed a large order on Sephora.com and selected 3- day shipping. After waiting 5 days for my products to arrive, I contacted customer service and asked for a refund for the expedited shipping charge of $3.00. A customer service rep emailed me back and said Sephora does not refund shipping charges, and 3-day shipping is actually 3-5 day shipping PLUS a 1-2 day processing time. So I basically paid Sephora $3.00 for normal 5-7 day shipping, and according to Customer Service, I am never getting that money back. Needless to say, I will never order from them again. I wanted to make other consumers aware of Sephora's "3-day" shipping so they avoid loosing money too.

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5:06 pm
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Sephora - worst store manager and customer service

I went in to the Sephora Flatorin location this morning to return a moisturizer that messed up my skin. I went up to one of the ladies and said "I'd like to return this product it ###ed up my skin and I'm not satisfied". The lady walked away and came back and I told her that I came in here and told one of the sales associates the nature of my skin and wa...

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D
11:32 pm
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Sephora - rudeness

I was shopping at was one of my favorite stores Sephora, (past tense) and Angela ( she called herself the manager) was so rude to her co workers, that I said to myself if the Manager treats her employees like this in front of the customers what does she do behind close doors. She needs to go back to some management training now. really I can go to Macy's and purchase same items without the rudeness.

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P
2:02 am
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Sephora - false advertisement

I have never had a problem with Sephora.com until now. I stayed up in the wee hours on Black Friday to get the $10.00 deals. I bought two Adora eau de parfums and another product, then requested my three little samples. They gave me only one Adora parfum, didn't give me my other product nor the little samples. The person who packed it marked it like all items were shipped including the samples, didn't leave their packer number on the slip. Sephora.com did not contact me, I had to contact them when my shipment came. I was told via email that they were out of stock for the Adora parfum and would refund my money on that without offering me something else for same value with that deal, told me basically too bad on the samples and not even an apology about my missing other product! Told me I had to wait approx 10 days to get my refund. (We'll see if they do that). I have been a Sephora customer for years! I even introduced my 60+ year old mother to Sephora.com online, bless my sweet Mom's heart she just bought me a $100+ bottle of Chanel parfum for Christmas to have shipped to me and here I am realizing how jerky this business is. I have encouraged so many people to shop with them - well no more and the word will get out. Well I'm not happy! I feel the company knew for a fact they were shorting people on their Black Friday deals and taking our money probably hoping others may not notice. It is false advertising, period. I suggest all of you ladies who have troubles with Sephora stores and online, and any other company, to email or write to your State's Attorney General and the Better Business Bureau - trust me it works and it helps other consumers. Thank you for letting me vent!

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L
Dec 07, 2011 3:58 am

Should advertise and take someone's money if they don't have the product. Period. Heck! They didn't even get my online order right and it wasn't even on Black Friday, "hmmm."!

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M
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Sephora - rude worker

I was at Sephora the other day, and one of the ladies working there was cussing, and my boyfriend told her to watch her mouth, so she rudely turned around and ignored him. I went up to her at this point, and asked if there was a problem, and she turned to my boyfriend and said "Get your dog on a leash." I have made it a GOAL to never shop there again. This was the most terrible experience I have ever had, and I am calling this woman in.

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W
Oct 17, 2011 3:58 am

Wait! If there is a freedom of expression and since there were no kids in the store, why couldn't she cuss without you saying anything to her about it? It's freedom of expression right?! You just said it yourself you!

What a loser to have her bf or whoever "that ###" is to come on here and act like a damn [censored] lol

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T
Oct 17, 2011 3:58 am

Wow to the idiots who responded to my letter. That dumb ### has no right telling me to watch my language and she when my girlfriend asked if she has a problem she had no right to tell her to put me on a leach. I am not a dog. So to those who replied to me go f*** yourselves because that ### needs to know there is this thing called freedom of expression and since there were no kids in the store why the f*** should she have asked me to watch my language. She also refused to serve us because of my language. I am not her child so she has no right to tell me to watch my language.

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W
Oct 17, 2011 3:58 am

Well honey if someones bf told me to "watch my mouth" he'd get cussed out for telling me that. Who the hell is he?! He needs to be put on a damn leash like she said! LOL!

You should had picked up your stuff and kept moving or leave and go to another Sephora.

Btw, get some better goals for your life honey. haha

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C
10:09 pm

Sephora - worst customer service of my life

The manager on duty at the Valley Fair Sephora on Tuesday 11/17/2009 at 7pm was so rude! I bought the airbrushing makeup machine at the store but they were out of my color so I ordered online. I got it in the mail and it came broken. I went to return and the manger on duty said its not her problem and she doesnt work for the online store. All I wanted was a fixed makeup pod, i spent a lot of money on this machine. I dont know why the Asain manager on duty was being so MEAN! she told me that if i didnt like what she was telling me that I could go ahead and return the entire machine online... I didnt want to return it, I just wanted one that worked! :-( Now i regret ever buying anything at Sephora.

All I want is what I paid for, a working foundation pod color #6.

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L
Dec 07, 2011 3:58 am

ContaCt your State Attorney General's offiCe.

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ADVERTISIMENT
D
11:30 pm

Sephora - scam

Do not purchase from sephora.com! I spent over $700.00 online at sephora.com, was supposed to receive countless promised promotions and free stuff after any purchase over $350.00... Contacted customer service 6 times to upgrade my online account status to receive said promos... Not one person could help me over a 2 and 1/2 month span of calling every 10 days! Sales associates even lied to me and refused to let me speak to a supervisor... Truly unbelievable. Take your business elsewhere folks.

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P
Dec 03, 2011 3:58 am

I have never had a problem with Sephora.com until now. I stayed up in the wee hours on Black Friday to get the $10.00 deals. I bought two Adora eau de parfums and another product, then requested my three little samples. They gave me only one Adora parfum, didn't give me my other product nor the little samples. The person who packed it marked it like all items were shipped including the samples, didn't leave their packer number on the slip. Sephora.com did not contact me, I had to contact them when my shipment came. I was told via email that they were out of stock for the Adora parfum and would refund my money on that without offering me something else for same value with that deal, told me basically too bad on the samples and not even an apology about my missing other product! Told me I had to wait approx 10 days to get my refund. (We'll see if they do that). I have been a Sephora customer for years! I even introduced my 60+ year old mother to Sephora.com online; I encourage people to shop with them. Well I'm not happy! I feel the company knew for a fact they were shorting people on their Black Friday deals and taking our money probably hoping others may not notice. It is false advertising, period. I suggest all of you ladies who have troubles with Sephora stores and online, and any other company, to email or write to your State's Attorney General and the Better Business Bureau - trust me it works and it helps other consumers. Thank you for letting me vent! PS: i have found I can get even better deals by shopping on eBay or going to the actual make-up manufacturers' website (i.e., UrbanDecay.com has better deals than Sephora - got the eyelid primer for $10 and no, I don't work for them LOL). Good luck ladies!

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L
2:23 pm

Sephora - worst customer service

Worst customer service at Sephora .com. They are probably the most unprofessional business I have ever had the misfortune of having to deal with. When a supervisor was unable to resolve my issue, I asked for her name in reference to the call, the 'supervisor' at Sephora.com replied "I already gave you my name at the beginning of the call", she then refused to give me an address to make a complaint to, refused to give me her supervisor's name, and then said that she was hanging up on me (and proceeded to hang up). When I phoned back to speak with another supervisor, my account clearly had notes attached to it, and I was left on hold for 20 minutes and then refused service. Now - you might think that I had been extremely angry during the first call, or maybe I did something to provoke this type of treatment. But, in reality, I just wanted to resolve my issue (concerning gift cards), and when one person couldn't take care of it, I politely asked to speak to someone higher up, as is everyone's right as a consumer.

I had been a long time customer and a "VIB" (a meaningless tag that is in fact a flagrant marketing attempt to create consumer loyalty). Once I am refunded the amount of my gift cards, I will definitely take my business elsewhere, and will let my friends know about this as well. I recommend Nordstrom - their customer service team is always professional, and they would never treat their customers in this manner.

Shame on you Sephora.com customer service management. You are an integral link to customers at Sephora.com, and your actions convey nothing more than a sham of a business.

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S
4:29 pm

Sephora - super rude when you return an item!

I recently hit Sephora Novato Ca!
Returned a few items that were not to my liking...
The girl at the counter was so rude to me that I've decided to never ever shop there again! She sneered at me the entire time I walked around the store and now I'm writing a complaint !

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W
Oct 15, 2011 3:58 am

I agree. I love Sephora and have spent thousands of dollars in there over the years and whenever I see somebody come in for a return I always hear the cashier be so mean and snooty. They act like a company that prides themselves on accepting returns but then they tell their customers things like " you know we have to throw these away right?". If their policy is no questions asked, then they shouldn't ask. Period. Usually the sales people know me so they let me test things out until my hearts content but at newer locations I have been followed around and stared at the whole time I was looking around and I DONT care for that type of behavior.

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A
9:35 am

Sephora - never, ever, ever going back

My two sisters and I walked into Sephora and asked if they would have time that day to do a consultation for one of my sisters. We were willing to come back when there was an available time. The woman we spoke to (yes, the MANAGER) said that everyone was on lunch at that time. I commented that we could come back when it was a better time. I started to ask if they would have time that day, and the manager interrupted me and just yelled out "NO!" We all stared at her in shock, she turned on her heel and walked away. I've never had good experiences at the Madison, Wi. store and now I know why. Because the manager is worse than all of them put together! Us girls walked straight out of Sephora, went into Boston Store to the Clinique counter, the woman (who happened to be alone at the time) gave my sister a full consultation, all of us little samples, and my older sister spent 200.00 there that she otherwise would have spent at Sephora. We have agreed not to "bother" the employees at Sephora anymore.

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C
3:25 pm

Sephora - bad experience

I was in sephora the other dayy and they made me very uncomfortable they acted like I was about to steal some makeup every where I went some employee was following me & the lady handed me a basket for two things! the last straw was when the lady looked in my basket to see if I had the same stuff I gave her the stuff and left!

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ADVERTISIMENT
P
5:50 pm

Sephora - expedited shipping is a joke

I placed an order with Sephora .com 8 days ago, with 3 day shipping. As of today, the order still has not even shipped. I have e-mailed and called, only to be sent a generic e-mail (which made it obvious they had not even looked at my order) or told "it looks like its shipping today". 2 days later, it still has not shipped.

I was told I would be given 100 extra VIB points "for my trouble". Really? Any other business would have had the order at my house with normal shipping by now. How about just getting the product ordered (and paid for) to the customer in the posted time frame?

I will take my business elsewhere in the future.

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L
9:39 pm

Sephora - bad customer service

I went to Sephora store at Chevy Chase, Maryland, to try to get some refund money I could not see back in my bank account.

After a few minutes between talking with a seller and the manager (Maria), the manager tried to identify the problem. Waiting for a few more minutes, she found that I received the refund in cash at the same day, thing I didn't remember and all of us- the manager, the seller and I- could not see that that information was written at the receipt.

The problem here is that the manager was really rude when she understood the mistake we all made. She was even sarcastic, when I asked if the product I just purchased (through a return) I should have used my Beauty Insider card. "Do you want me to use your card and you lose points in it? Because I can do that if you want to lose points...". Then she went back to the seller and both laughed, when she told the other woman about the cash refund.

My question here is what kind of preparation these people have to deal with public. And she was the store manager! I am very laid back (I am Brazilian), and she could totally have been nice about everyone's mistake: "Hey, just saw the refund was in cash...", instead of being rude or laugh at clients- or worse- calling me dumb when she asked if I wanted to use my card to lose points.

I was amazed, I confess. Recently I answered a survey about my experience at Sephora, and I would like to answer that again. In the last month I spent more than $400 in products there. My only reason to return would be definitely the products, not what the managers- such as Maria- has to offer to clients...

Please give better training to them!

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M
7:03 pm

Sephora - not canada friendly

The first of my complaints is with their pricing structure. Canadians are charged an average 15% more for items when converted to Canadian dollars (from their US base price). In case nobody at Sephora has noticed, the Cdn/US exchange rate has been either at or above par for nearly a year now. They are using a rate of exchange that that we have not seen since 2008. Do not be fooled by them telling you this price reflects taxes and duties on your order, because those charges are added IN ADDITION to the item pricing, at the bottom of your order. Price gouging much?

I wrote letter to Sephora's customer service, only to receive a boxed answer, that the Canadian pricing reflects the exchange rates, and taxes and duties, etc. Do they even READ customer complaints, or just pick any pre-constructed response to reply with? BS.

And now I'll address their joke of a shipping policy. First - Sephora seems to be the only online retailer who will NOT let Canadians choose a shipping address different from their billing address. Well guess what Sephora? Canadians work for a living too, and just like Americans, they're not always home during the day to receive a mail package. Why can you not ship my parcel to my place of work, so I don't have to waste 20 extra minutes at the end of my day driving across town to the post office and standing in a long line up just to receive my Sephora order.

And taking nearly 2 weeks to receive an 'expedited' package from the US to Canada is absolutely absurd. I've ordered from various online retailers all over the Continental US, and have NEVER had an order take that long to get here.

When I first started ordering from Sephora in 2007, I would get orders inside of a week. Now, it's pretty much 2 weeks. I call their customer service, and I get the privilege of talking to a robot, pre-formed answers they sound like they're reading out of a book, don't even listen to what the customer is saying. "Orders are shipped within 1-2 business days, then it takes that long to get through our Border Free service" yada yada yada. Someone over there in their shipping department is NOT doing their job - period.

I have even had a phone rep tell me if I didn't like the shipping times I could drive to a store in Toronto. Really now.

I've been an online customer for 4 years now, and spend an average $2, 400.00 a year in products, and generally enjoy the selection they offer -- but I see their level of customer service only deteriorating with time.

What they need is a little competition in the Canadian market, and perhaps they wouldn't be so arrogant.

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M
6:31 pm
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Sephora - customer service

This company has got to have the worse customer service I have ever dealt with. No longer able to make online purchases as they are trying to tell me that products I purchased last year were shipped to me and never paid for ($34). What? Have credit card statement showing the charge for the items and if the transaction had not gone through like they say, why would the items have been shipped? Totally rude customer service people (Val, April, Jody) and none will help resolve the issue or give me the name of a manager who will. Used to spend a ton of money with them but will no longer spend anything with them!

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Sephora - rogelio disgusting rude awful jerk!

Rogelio, destroyed my love for Sephora, I’ve been coming here since I was a kid! But I have never been insulted the way I was insulted by this man "Rogelio", he goes on to say that “we have nothing for you here” and “you don't belong here”... Little did he know that even though my sister and I were young... We had a very successful father! He's goes on to...

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M
3:30 pm
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Sephora - bad customer service for canadians

The first of my complaints is with their pricing structure. Canadians are charged an average 15% more for items when converted to Canadian dollars (from their US base price). In case nobody at Sephora has noticed, the Cdn/US exchange rate has been either at or above par for nearly a year now. They are using a rate of exchange that that we have not seen since 2008. Do not be fooled by them telling you this price reflects taxes and duties on your order, because those charges are added IN ADDITION to the item pricing, at the bottom of your order. Price gouging much?

I wrote letter to Sephora's customer service, only to receive a boxed answer, that the Canadian pricing reflects the exchange rates, and taxes and duties, blah blah. Do they even READ customer complaints, or just pick any pre-constructed response to reply with? BS.

And now I'll address their joke of a shipping policy. First - Sephora seems to be the only online retailer who will NOT let Canadians choose a shipping address different from their billing address. Well guess what Sephora? Canadians work for a living too, and just like Americans, they're not always home during the day to receive a mail package. Why can you not ship my parcel to my place of work, so I don't have to waste 20 extra minutes at the end of my day driving across town to the post office and standing in a long line up just to receive my Sephora order.

And taking nearly 2 weeks to receive an 'expedited' package from the US to Canada is absolutely absurd. I've ordered from various online retailers all over the Continental US, and have NEVER had an order take that long to get here.

When I first started ordering from Sephora in 2007, I would get orders inside of a week. Now, it's pretty much 2 weeks. I call their customer service, and I get the privilege of talking to a robot, pre-formed answers they sound like they're reading out of a book, don't even listen to what the customer is saying. "Orders are shipped within 1-2 business days, then it takes that long to get through our Border Free service" yada yada yada. Someone over there in their shipping department is NOT doing their job - period.

I have even had a phone rep tell me if I didn't like the shipping times I could drive to a store in Toronto. Really now.

I've been an online customer for 4 years now, and spend an average $2, 400.00 a year in products, and generally enjoy the selection they offer -- but I see their level of customer service only deteriorating with time.

What they need is a little competition in the Canadian market, and perhaps they wouldn't be so arrogant.

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