Business Profile

Skin Care

Sephora

This business is NOT BBB Accredited.

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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

963 total complaints in the last 3 years.
346 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:01/31/2024
Type:Service or Repair 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.
On January 15th, I purchased the ************* Edition Airwrap from Sephora, Expected to receive the item no later than January 18th. I followed the tracking each day, however; on the 18th, the expected date through the carrier changed to the 19th, then to the 20th, by that Saturday, the status on the package changed to "on its way" with no date available and no further tracking details after arriving to the shipping hub. I called Sephora and explained the issue, resent the item, no questions asked. January 21st, the replacement item is now being sent. Once again, I follow the tracking - it arrives at the hub by Wednesday the 24th at 6:24am and expected to arrive the following day, January 25th. No package arrives, Shipping updates to "now expected by the 26th, 27th and so on. I checked on Saturday the 27th after still no package arrives I called Sephora and they explained I needed to call the carrier - So I do and they are closed over the weekend. On Sunday, I anxiously check the tracking again and this time it's been updated to "delivered" on Wednesday the 24th! I check my ring camera to make sure I didnt miss anything, but the package also required my signature, which I know I didnt give to anyone or receive a package yet at this time. I called Monday to the shipping company and they said the package was never delivered and updated by mistake. I have a voicemail from the carrier stating this information. I called Sephora, Sephora told me they will not replace or give me a refund (via email) because the status and their "thorough investigation" shows that it was delivered. I have been fighting back and forth with Sephora and the shipping company - The carrier states that it was never received and Sephora will not refund my money because the shipping company made a mistake and no one is willing to help or look into this issue any further. I am out a decent amount of money and an extreme amount of time dealing with this issue - SEPHORA WILL NOT HELP ME!
Business Response
Date: 02/07/2024
Dear ******,
We are sorry to learn that both your original order (#***********) and its replacement (#***********) were not received.
To best assist you with your concerns, additional time and investigation is needed. Please reject this reply within the BBB portal, so we can respond again to your concerns once we have additional insight.
We take your feedback very seriously and hope to have an update for you soon. We thank you for your patience.

Sincerely,
Sephora Client Services
Initial Complaint
Date:01/30/2024
Type:Sales and Advertising 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 online order on 08/19/23. The total of my order was $324.34. I ordered a total of 6 items. I received my package on 8/22/2023. Upon opening my package I realized I had received the wrong order. None of the 6 items I ordered were in my order. I contacted Sephoras customer service on 8/24/2023. They emailed me a prepaid shipping label to return all the wrong merchandise which was about 5 items. I sent it back and they received my return at their ****** warehouse on 9/6/2023. I received an email saying they had my order and were going to process my refund within 10 days. The next day on 9/7/2023 I received an email stating my refund was processed and the total refund was $19.40. They only refunded me for one of the six original items I had ordered, and coincidentally it was the cheapest item in my order. I emailed them right after to express my confusion as to why I had only received a partial refund and for only the cheapest item in my order. When I had received all wrong items including the one they refunded me for and did not send back because I never got it in the first place. I then received another email on 9/12/2023 stating they had received a return with my name but that since the items they received were not in my purchase history they could not return them to me nor refund me. Of course the items were not in my purchase history because I received wrong items. It just amazes me how they were so simply deciding to keep them and not return nor refund and refunded me the cheapest item on my original order to make it seem like they did do a refund.
Business Response
Date: 02/06/2024
Dear ******,
We are sorry to hear there was an issue with your return from September 2023 for order #***********.
We can see you reported that you did not receive the correct items in your package, however, our records indicate that the correct items were sent at the time your order was shipped. Aside from one product, the items you returned were not part of this order, #***********, nor your purchase history, therefore, we were not able to extend a refund. To confirm, you were refunded for the correct item that was returned on 9/7/23, the ******************* POCKET PUFF Dual-Sided Powder Puff for Setting and Baking.
Please note, Sephoras return policy states that, if a return is not approved for any reason, the item or items may not be returned to you. A link to our full return policy can be found below if you wish to review the policy further.
*********************************************************
Additionally, we see that we have assisted you previously with other order issues across this and other accounts associated to your information.Because of this, it is Sephoras final business decision that we are not able to provide you with a refund. We apologize for any disappointment this may cause.
We hope this information helps to clarify.
Sincerely,
Sephora Client Services
Customer Answer
Date: 02/06/2024

Complaint: 21222566

I am rejecting this response because:
I never returned the Beauty Blender they are stating I was refunded for. I never returned it because I did not receive it in the first place. It just seems as if they decided to refund the most inexpensive item I originally ordered to cover their backs. Sephora did this because I returned everything I received with their return shipping label.

Sincerely,

***********************
Business Response
Date: 02/15/2024
Dear ******,
Thank you for the additional opportunity to clarify.
In review of your contacts to ****** Services and your BBB complaint, we see it was initially reported that each of the items received did not match those that were ordered.However, we see the ******************* POCKET PUFF Dual-Sided Powder Puff for Setting and Baking was ordered and returned, hence the refund of $19.40 to the original method of payment.
Due to the other instances in which weve assisted with accommodations across the multiple accounts associated to your account, were unable to offer a refund. To note,this is Sephoras final business decision.
Please know the level of discrepancy in your shopping history is extremely uncommon and not the type of experience we strive to provide our clients. Orders placed to this or other addresses will be at your own risk until we have determined that you are reporting an acceptable pattern of order issues. We recommend shopping in store to avoid any additional order issues.
We appreciate your understanding.

Sincerely,
Sephora ****** Services
Initial Complaint
Date:01/30/2024
Type:Service or Repair 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 received email from Sephora that they couldnt successfully refund to my original payment method so I added new pungent method as I was instructed and agent told me refund was issued do new payment method. Well it wasnt I still dont see refund on my end
Business Response
Date: 02/05/2024
Dear *****,
Thank you for sharing your concerns regarding your refund for order #***********.
In review of your account, we see the refund was successfully processed on 1/25/24 to the newly saved credit card. Please note,it may take up to 10 business days for your financial institution to post this to your account.
If your bank does not reflect this as of 2/8/24, please contact our ****** Services team for further assistance.

Sincerely,
Sephora ****** Services
Initial Complaint
Date:01/29/2024
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 returned 2 items in order #*********** on Jan 22nd. This order was placed on Oct 26th and per Sephora's website, the *************** info allowed me to print a return label on Jan 19th to return items in this order. The return label was printed, purchases were packaged up (totaling $238) and sent Fed Ex on 1/22/24 & delivered to Sephora on 1/24/24. Today (1/29/24) I was told by a customer service rep. that because my items were returned outside the return window, they could not guarantee a refund or store credit. This is very misleading and deceptive advertising by Sephora. If a customer is able to print a return label, then they should be guaranteed a refund or store credit on the item(s) they are returning. The customer svc. *** also told me my items would not be returned to me .. so I am not only out $238 but also the products. This is completely unfair and legally I don't know how Sephora can do this to it's customers.
Business Response
Date: 02/02/2024
Dear ****,

Thank you for sharing your feedback!

Were sorry to hear the *************************** Skincare The Holiday Peel Vault and the ************************** The Gift of Bright Eyes did not meet your needs.

In review of order# ***********, we see the return for $203.73 has since been processed as an online store credit. The refunded amount reflects the discount code applied to the order. We are glad the full amount of the credit was redeemed on 1/29/24. We hope you enjoy your new products.

We would like to clarify that although our system may allow a client to make a return label, our return policy timeframe still applies.Products returned ********* days may not be refunded in any form, nor sent back in the future.

Below we have included a link to our full return policy if you would like to review further.

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

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

Sincerely,
Sephora ****** Services
Customer Answer
Date: 02/05/2024
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:01/29/2024
Type:Service or Repair 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 didnt receive *************** faceware pro and body pro in this package and Sephora isnt issuing a refund and told me its business decision ? They didnt t further explain this in details I would like refund for the missing items
Business Response
Date: 02/06/2024
Dear *****,

We are sorry to hear you did not receive the ************************** Skincare DRx SpectraLite FaceWare Pro and Bodyware Pro from order #***********.

In review of the tracking information, we see both were delivered on 01/27/2024 at 10:49 A.M. by **** Due to the other instances where we have assisted with lost or missing packages across this and other associated accounts, we are unable to offer a reshipment or refund.

Given that this level of discrepancy in your shopping history is extremely uncommon and not the type of experience we strive to provide our clients, orders placed to this or other addresses will be at your own risk until we have determined that you are reporting an acceptable pattern of order issues. We recommend shopping in store. For your convenience, our store locator can be found here: *******************************************************.

Thank you for allowing us the opportunity to address your concerns, and we hope this information better clarifies.

Sincerely,
Sephora ****** Services
Initial Complaint
Date:01/28/2024
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 this Perfume Sampler Kit product from Sephora on January 16, **** using this url ******************************************************************** for my wife's birthday and when she went to exchange, they said it was a final sale. When I look back at the website, I'm noticing Sephora is purposely putting the details that it's a final sale below the main screen view, below where you click "Add to Basket" essentially hiding it from the customer. See the attached screen shot or use the attached link which clearly shows Sephora is purposely hiding this from the customer. This is an unfair business practice.
Business Response
Date: 02/05/2024
Dear ****,
Thank you for the opportunity to address your concerns.
As mentioned on our website, the Sephora Favorites Perfume Sampler is a final sale item and not able to be returned. Your feedback regarding the placement of this mention has been shared with the appropriate leaders for their review and consideration.
We hope this information clarifies.
Sincerely,
Sephora Client Services
Customer Answer
Date: 02/08/2024

Complaint: 21212188

I am rejecting this response because Sephora did not take an action to fix the problem.
I understand the perfume sampler is a final sale item and cannot be returned but that is not the issue here. The issue is that Sephora is purposely hiding the fact that the Perfume Sampler is a final sale item upon purchase. Just admit it rather than condescendingly saying you are going to share this information with your leaders because Sephora has dirty marketing practices, and is not going to move the final sale verbiage as Sephora would rather deceive their customers into buying a product they know the customer cannot return.
Please demonstrate you took an action to correct this by showing me the updated web page where the final sale clause is next to the product,otherwise, please refund or give me a replacement. Not correcting the placement of the final sale wording demonstrates Sephora is not an honest company and purposely deceives their customers. Here is the link to your page:
*************************************************************************************************************************************************************************************************************************************************************************************************************************************************

Sincerely,

***********************
Business Response
Date: 02/13/2024
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 Client Services
Initial Complaint
Date:01/26/2024
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.
I placed an order for some items for my fiance and they were to be delivered by Friday, January 19th. I received an email saying my order would be late and I reached out to support because we would be moving the following week and no longer reachable at the address if it came after Monday. They assured me it would be there beforehand but when it hadnt been shipped yet on Monday I reached back out to support and I was told I needed to wait until the package was marked delivered and they would send out a replacement or refund. When the package was delivered on Wednesday, I contacted Sephora for a refund and the representative attempted to process a refund for me, but because there was proof of delivery at an address, the refund was denied. They stated they would have to send my information to a higher up but not to worry, my refund would be taken care of by them. Today I reached out because I never received any further correspondence from that team and the representative acknowledged that they did say they would refund or replace my package but the research team denied for a refund/replacement. I sent a screenshot of the first chat where she said I would get a replacement and ******* spoke with her lead on the situation. The lead informed her that there was nothing she could do and I should contact **** I told them they as the shipper need to contact *** and I cannot: I really dont want to have to contact my bank over this. I just want Sephora to stand by their word.
Business Response
Date: 01/31/2024
Dear ****,
We are glad to review this further. To best assist you with your concerns, weve sent you an email to the address used in submitting your complaint.
We look forward to speaking with you directly.
Sincerely,
Sephora Client Services
Initial Complaint
Date:01/24/2024
Type:Customer Service 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.
My order number #*********** Order was lost i have also filed a police report with *************** with report number ********* and also opened up a claim with *** on tracking number 1Z5R689Y0355863911 and 1Z5R689Y0355862798 and 1Z5R689Y0355862083 And also opened up a dispute with Sephora **** credit card company I will include the police report here as well
Business Response
Date: 01/25/2024
Dear ******,

We are sorry to learn you did not receive your order 67207710310.

In review of the tracking information, we see the associated packages were delivered on the following days and times:
Tracking # 1Z6A4Y750309488498: 11/15/23 at 3:05 PM
Tracking # 1Z5R689Y0355862798: 11/20/23 at 12:54 PM
Tracking # 1Z5R689Y0355862083: 11/20/23 at 12:54 PM

As the tracking for your order shows confirmed delivery, we are unable to replace or refund this order. We recommend checking with your neighbors and/or surrounding locations to see if your package was left in a different spot from where you usually receive deliveries.

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: 01/26/2024

Complaint: 21195535

I am rejecting this response because:
ups on their claim indicates that they could not locate the pkg and they do acknowledged that they are responsible for the loss but in order to start the process they need to internally communicate with the sephora corp which is not happening
i am in loss of **** dollars worth of merchandise and i need to be reimbursed by someone

Sincerely,

**************************
Business Response
Date: 02/06/2024
Dear ******,

We contact used *** who confirmed successful delivery. We are unable to offer a reshipment or a refund for this order and this is a final business decision made by Sephora.

Thank you for the additional opportunity to clarify.

Sincerely,

Sephora Client Services
Initial Complaint
Date:01/24/2024
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.
Dear BBB,I'm filing a complaint against Sephora for issues with order #***********. Despite paying for expedited shipping, my order arrived 8 days late, and shockingly, the package was empty. Immediate attempts to resolve this with Sephora were unproductive and dismissive.Sephora's stance, solely based on the package's weight (6.5 pounds), ignores the critical issue the box was empty. Photographic evidence provided to them didn't sway their decision. Instead, they rigidly adhered to their delivery policy, which seemingly absolves them of responsibility post-delivery, regardless of the circumstances.Throughout this ordeal, I've faced inconsistent information and an inflexible approach from Sephora's customer service. Initially, they cited the package's weight as the reason for denying my claim. Later, concerns about my new account and alleged inconsistencies in my story were added, despite my consistent account of events.Relying on package weight as sole evidence seems insufficient, especially when faced with direct proof of receiving an empty box. This situation suggests a significant lapse in the packing or shipping process, for which a customer shouldn't be penalized.Given the undue delivery delay, the receipt of an empty package, and Sephora's dismissive and inconsistent response, I seek BBB's assistance. The peculiar nature of this case calls for a review beyond rigid policy enforcement, ensuring fairness and customer satisfaction.I appreciate your attention to this matter and await a just resolution.
Business Response
Date: 01/26/2024
Dear ******,

We are sorry to hear you did not receive your order (#***********). We see you had initially reported the package as missing, contacting later to indicate it was received but the parcel was empty.

As the tracking information reflects successful delivery on 01/23/2024 at 11:31 A.M with a weight of 6.5 lbs, we are unable to accommodate a reshipment or refund.

Please note this is Sephoras final business decision.

Sincerely,
Sephora ****** Services
Customer Answer
Date: 01/27/2024

Complaint: 21194212

I am rejecting this response because:
Dear Sephora Client Services,

I am writing to express my continued frustration and disappointment with the handling of my order #***********. Your response, focusing solely on the packages weight and delivery confirmation, fails to address the critical issue of the package being empty upon arrival.

I must highlight the lack of diligence in resolving this matter. Refusing to file a claim with the carrier and providing me with inconsistent reasons for the denial only strengthens my position. The mere weight of the package cannot be considered conclusive evidence, especially when it conflicts with the reality of receiving an empty box. This approach not only appears lazy but also neglectful of proper investigative procedures.

Given this situation, I am left with no choice but to take the following actions:

1.Initiate a Chargeback: I will request a chargeback through my bank or credit card company for the undelivered items. I will provide all relevant documentation, including our correspondence and the photographic evidence of the empty package.
2.Report to ***************************** I will report Sephora to appropriate consumer protection agencies, highlighting the companys refusal to adequately investigate the issue and the inconsistency in the reasons provided for denying my claim.
3.Public Disclosure: I will share my experience publicly, detailing the inconsistent customer service and *********************** reluctance to take appropriate action in a situation that clearly warrants further investigation.

I urge Sephora to reconsider its position on this matter. Proper customer service extends beyond rigid adherence to protocols; it requires genuine effort to resolve unique customer issues. The discrepancy between the packages weight and its actual contents upon delivery should prompt a more thorough investigation.

This is my final appeal for a fair resolution. I sincerely hope that Sephora will reevaluate its approach and address this issue in a manner that upholds customer trust and satisfaction.

Sincerely,

****** *******
Business Response
Date: 02/05/2024
Dear ******,

Thank you for the opportunity to clarify.

After careful review of the information associated to the order, we are unable to provide a reshipment or refund, as the tracking information reflects successful delivery.

Please note, this is Sephoras final business decision. We appreciate your understanding.

Sincerely,
Sephora ****** Services
Initial Complaint
Date:01/23/2024
Type:Billing 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.
SENT THE SAME DUPLICATE COMPLAINT OF A DECREASE PAYMENT IN ERROR AGAIN TO THE 3 REPORTING CREDIT BUREAU WHICH CAUSED A NEGATIVE IMPACT OF SEVERAL POINT PLEASE REMOVE YOUR ERROR OF THIS DUPLICATE FINDING. SEPHORA DECREASE MY LIMIT AFTER SOMEONE HACKED MY ACCOUNT CHARGING AIRFARE IN MIAMI ,INVESTIGATION WAS DONE BY SEPHORA AND THE ACKNOWLEDGEMENT OF THEFT WAS PERFORMED BY A HACKER YET I RECIEVED A DECREASE IN MY LIMIT AND A NEGATIVE REPORT OF A DECREASE LIMIT WHICH IMPACTED MY SCORES REMOVED IT I WASNT NOTIFIED OF SUCH NEGATIVE REPORTING.SEPHORA CUSTOMER SERVICE AND COMMUNICATION IS VERY POOR.
Business Response
Date: 01/25/2024
Dear **********,

Were very sorry to learn of your frustrating experience with your Sephora credit card.

As ********************* issues and handles all Sephora credit card related inquiries, we regret that we are unable to access any details related to your account.

We invite you to contact either of the following numbers to resolve your issue.
Sephora **** card: ************
Sephora private label card (no **** logo): ************

We hope these details clarify.

Sincerely,
Sephora ****** Services

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Sephora is NOT a BBB Accredited Business.