Business Profile

Skin Care

Sephora

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Important information

Customer Complaint:
BBB’s business profile for Sephora was created in February 2000. A review of complaints was completed in November 2024. Consumers with issues related to their order are urged to review the following links.

Order Status & History & Sephora Customer Service.

Complaints

This profile includes complaints for Sephora's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

960 total complaints in the last 3 years.
344 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Initial Complaint
Date:11/29/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
I purchased a perfume for $170 and I received the wrong perfume. I have the habit of recording the process of opening the package, so I have the recording as proof that Sephora sent the wrong item to me.

I connected with the live chat agent, they told me as they helped me before, I could not get the refund and reshipment. The only resolution for me is to go to the **** **** ****** that is far away from me and ship the wrong item back to the warehouse and wait up to 10 days to get my money back.

As I cannot drive and I need to walk for 30 mins more to go to the **** ******.

I provide solution:

Refund me first, and they can ask a courier to pick up the package back to Sephora. And in this case, I could not waste my time and money to walk to the **** ****** simply because of their fault.

And they still decline my request and insisting on walking 30 mins to the **** ****** to return and wait for up to 10 days to get my money back.

I feel like it is a business scam.... It’s not my fault the staffs got my order wrong!!!!!! Why you told me to walk that long or spend $30 or even more to take the **** to the **** ****** for returning thing??????? It is soo RUDE and UNFAIR!

I think I am considerate enough....I do not even want to keep the item myself and I am willing to return the item.....Why Sephora still want me waste my own time and money because of their carlessness?
Business Response
Date: 12/04/2024
Dear Rojas,
We are sorry to learn there was an issue with your order, ************.

Because we have assisted you with similar claims of missing or damaged items in the past, across multiple accounts, we are unable to offer a reshipment or refund for this order. We apologize for any disappointment this may cause.

Please know that we welcome you to continue shopping with us online, but if you place orders to this or other addresses, it may be at your own risk until we have determined that you are reporting an acceptable pattern of order issues. We also encourage shopping in store to avoid any additional order issues. For your convenience we have listed a link to our store locator below.

********************************************************

Thank you for allowing us the opportunity to address your concerns, and we hope this information better clarifies.
Sincerely,
Sephora Client Services
Customer Answer
Date: 12/08/2024

Complaint: ********

I am rejecting this response because: I returned my wrongly received package as what you promised before. But the package shows it is in transit for days without any updates. What happened? tracking number:**********************

Sincerely,

Rojas N*****
Business Response
Date: 12/13/2024
Dear Rojas,
Because we have assisted you with similar claims of order issues in the past, across multiple accounts, we are unable to assist in this instance. We apologize for any disappointment.
Sincerely,
Sephora Client Services
Initial Complaint
Date:11/27/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
I returned my item. I called to check on my refund. I told the rep I sent it back with the label they provided. It has been some time and there should be return tracking on my return. The rep refused to help me find out where my return went. I asked to speak to a manager. Some girl came on the line with a name that begins with an L. She refused to help me find the return package, did not care at all that I paid for this with my hard earned money and am due a refund for my return. She refused to refund me or help me at all. It is unacceptable and she enjoyed patronizing me and not helping me. I returned the item and would like my refund.
Business Response
Date: 12/03/2024
Dear
Michele,

We are sorry to hear that the **** **** **** *** ** ******
******-***** was not a good fit and had to be returned.

Per the tracking information, your return is currently in transit to our
distribution center. We ask that you please allow 30 days for your return to be
received and processed. Once the return is received, our team will inspect the
product and process a refund if eligible.

You will receive an email once the return is received, and another once the
return has been processed or denied, if applicable.

We hope this helps to clarify.

Sincerely,
Sephora
Client Services
Customer Answer
Date: 12/03/2024

Complaint: ********

I am rejecting this response because: I returned the item that I paid for over two weeks ago. No one should have to wait a month for a refund! I would like my refund sent to me now.

Sincerely,

Michele L* ******
Business Response
Date: 12/08/2024
Dear Michele,
We apologize for the wait, and we have now processed a refund in the amount
of $53.55 to your **** ending in ****. Please know that
returns sent back to us by mail can take up to 30 days to
be received and processed.

Thank you for allowing us the opportunity to address your concerns.

Sincerely,
Sephora Client Services

Customer Answer
Date: 12/09/2024

Complaint: ********

I am rejecting this response because: I have not received the refund yet. And why are you not acknowledging the horrible treatment I received from your representatives. Also no one should have to wait 30 days for a refund and if that is the case you need to tell people that upfront so they can go into a store. You have the worst customer service I have ever encountered!

Sincerely,

Michele L* ******
Initial Complaint
Date:11/27/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
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.
I recently purchased a mascara set, and before it was even delivered, I noticed it had gone on sale. I immediately contacted customer service to inquire if they could honor the sale price. Initially, I was told the item was sold out and that they could not verify the sale price. I was asked to provide a screenshot, which I promptly sent. However, I was then informed that the sale price could not be honored.The price changed within a matter of days, and I had not even received the product at the time of my request. Given the circumstances, I believe its fair to honor the sale price. I hope you will reconsider and provide an adjustment. Thank you for your attention to this matter.
Business Response
Date: 11/27/2024
Dear *****,
We apologize for your recent 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 Client Services
Customer Answer
Date: 11/28/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ********
Initial Complaint
Date:11/26/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Dear Better Business Bureau,I am filing this complaint regarding Sephoras refusal to return my property, which was mistakenly delivered to them. Despite clear communication and multiple follow-ups, Sephora has taken no action to resolve the matter, demonstrating a lack of accountability and professionalism.Incident Overview Due to an error by ***********, my return packagethree clothing items worth $215.33 intended for Anthropologiewas delivered to Sephora. I contacted Sephora to request the return of my package, but they refused to cooperate.November 18, 2024: I contacted Sephora regarding return order ************. They assured me the package would be returned and will update me within two business days. No response followed.November 21: I called again and was told the issue would be escalated, with a response by the 24th. No follow-up occurred.November 26: I contacted Sephora via online chat and was told their "final decision" was they would not return my package, offering no alternative solution.Key Concerns Unjust Retention of My Property: Keeping property that doesnt belong to you is both morally and legally wrong. Sephoras refusal to return my package, knowing it isnt theirs, shows a disregard for basic ethics and legal responsibilities. This behavior is unacceptable for a company of Sephoras size and reputation.Failure to Resolve the Issue: Sephora has handled this matter with negligence and broken promises, offering no resolution.Disregard for Customer Rights: By refusing to return my property, Sephora has violated my rights as a customer and caused unnecessary trouble.Resolution Demanded Immediately return my package.If not possible, compensate me for the $215.33 value of the items.Issue a formal apology for mishandling the matter.Thank you, Better Business Bureau, for protecting consumer rights and holding businesses accountable.Sincerely,*****
Business Response
Date: 11/29/2024
Dear Bella,
We apologize for your recent experience with your return.

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 Client Services
Initial Complaint
Date:11/26/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
Sephora hosted their annual savings event at the beginning of this month. They send aggressive ads encouraging members to use this 20% off coupon before time runs out. Most items were not on sale, most were still regular price, but with the 20% savings on top we figured why not.Right after the "super" savings event, Sephora slashes prices on items, to where the items are well below what you would have even received in the savings event they heavily and aggressively marketed.I noticed that all the items I purchased were cheaper than before (incl. with the 20% off), but one item in particular was very steeply discounted to 50% off.I contacted Sephora to ask about price adjustments (because they just slashed the price another $30 off RIGHT after a supposedly super savings event. They said they don't do price adjustments.This seems to be a recurring problem and very underhanded of Sephora. They knew they're going to slash prices, but they market a campaign for pennies of savings and then they don't offer price adjustments after the fact. It's so dishonest.
Business Response
Date: 11/27/2024
Dear ********,
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 ***************
Customer Answer
Date: 11/27/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I must also note that the business responded in an incredibly prompt and effective manner. It exceeded my expectations.

Sincerely,

******** ********
Initial Complaint
Date:11/25/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
Placed an order with Sephora on November 14, 2024. Canada post went on strike the next day. I contacted them right away and was told they would use another carrier. November 15th when the strike started they appetantly had Canada post cone pick up my package. This is strange since they were already in strike. I have contacted them three times. A manager said they would look into a solution and call me back. No call. Contacted again today and was basically told too bad. My package should have never left the warehouse. They are just not wanting to refund me.
Business Response
Date: 11/26/2024
Dear Tabby,
We apologize for your recent experience with your order.

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 Client Services
Customer Answer
Date: 11/27/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Tabby Chornoboy
Initial Complaint
Date:11/25/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
I placed an order with Sephora on November 6, 2024 (Order #************), and there was no update on my order for 10 days. On November 17, 2024 Sephora changed the status of my order to Returned and Paid and created a new order number *********** without and consent. This new order is now assigned to be shipped through ***************** and is Awaiting Carrier Pick up. This was done knowingly during the Canada Post Strike that started on November 15, 2024.I would have appreciated any communication regarding the change of the order as I would have opted to a store pick up or a refund if they were not able to accommodate.I reached out to client services 3 times for a resolution. Each service ***resentative has told me that they cannot modify the order in any way, neither can they modify it to in-store pick up or refund me for the items. This is despite them modifying the order on November 17, 2024, without any confirmation on my end.Ive asked if they can re-ship the order with another carrier or update it to in-store pick-up. The latest service *** told me there is nothing that can be done and gave me no other resolution.I am not sure why my order did not progress between November 6th and 17th. Then, Sephora canceled my original order and created a new order to ship with Canada Post during the labour dispute. I am asking for my order to be picked up in-store or for a full refund.I also understand that according to the new tracking information, the delivery may be delayed due to the Canada Post labour disruption and that Sephora may be trying to do everything they can to minimize any delays and have a hard time predicting the exact timing. This however does not explain the initial delay prior to the disruption or lack of communication before changing my order without offering any options.Thank you
Business Response
Date: 11/26/2024
Dear ******,

We apologize for this 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 Client Services
Initial Complaint
Date:11/25/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
I ordered a product from the Sephora app and was sent an incorrect sized product. I was advertised a different size (4.0 oz) and received a smaller size ( .68 oz). Instead of refunding my order total or just sending me the ordered product ( which was my suggested resolution) the chat advisor claimed I would receive a refund which I have not received yet.
Business Response
Date: 11/25/2024
Dear Stephanie,

To best assist you with your concerns, we’ve sent you an
email to the address used in submitting your review.

We look forward to speaking with you directly.

Sincerely,
Sephora Client Services
Initial Complaint
Date:11/21/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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.
Hi there,

I’m having an issue with Sephora ****** where they are refusing to refund me for an order that hasn’t arrived yet and has most likely been lost in the mail.

For background information, I received other orders from the same company that were placed AFTER the missing order and all of this occurred before the current ****** **** Strike.

I spoke with 2 customer service representatives who said they couldn’t refund my order because the order value was “too high”, which feels a little discriminatory (and counterintuitive).

My order was supposed to be used for a special occasion and now it won’t arrive in time, hence why I’m frustrated for being refused a refund. Furthermore, as mentioned it was an expensive order and is a lot of money for me and I’m scared and upset that my money is gone.

Thanks in advance
Business Response
Date: 11/22/2024
Dear Hunter,

We are so sorry to
about the order delay and for your experience with our representatives.

We are doing
everything we can to minimize any delays, but for packages shipped via ******
****, the exact timing is hard to predict. Rest assured, your order is more
than likely just delayed. We recommend keeping an eye on your tracking
information for the latest updates.

Thank you for your
patience during this time.

Sincerely,
Sephora Client
Services
Customer Answer
Date: 11/23/2024

Complaint: ********

I am rejecting this response because:
-Orders I placed AFTER this one all have arrived in a timely manner (before the strike)
-It is not up to the customer to manage business/postal service relations and becasue orders I placed after the affected one arrived before the strike, it doesn’t seem like that’s the inherent issue
-The customers service agents told me that they could give me a refund (as seen in the photos), they were just deciding not to becasue my order value was “too high”

Sincerely,

Hunter P
Business Response
Date: 11/29/2024
Dear Hunter,
We apologize for this experience with your order.

In review of your
account and the order, we see you were assisted by our Client Services team.

Thank you for
allowing us the opportunity to address your concerns.

Sincerely,
Sephora Client
Services
Customer Answer
Date: 12/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Hunter P******
Initial Complaint
Date:11/21/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
I purchased a perfume set in sephora online. The website states I will be able to redeem 101ml of ******** has a gun perfume. The product/set is a final sale and unreturnable. When I opened the set, the voucher inside says I can only claim 50ml if ******** has a gun perfume. Website is fraud/deceiving and the sephora store associate is saying I will only get 50ml of the perfume and denies to honor what is posted on their website:******************************************************************************************************************************* It is very deceiving and I wanted to get the full sizef product as posted in their website. That is the reason why I bought the set.
Business Response
Date: 11/22/2024
Dear Jannah,
We apologize for your recent experience with the Sephora Favorites Deluxe Mini Perfume Sampler.

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 Client Services
Customer Answer
Date: 11/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** **********

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Sephora is NOT a BBB Accredited Business.