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

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:01/03/2024
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.
This isn't really a complaint about an issue but I'm worried about your customers purchases of retinol-included creams being sold to minors. Though, I am aware it isn't illegal to sell these creams to them but it is concerning that ***** year olds are the vast majority who purchase these, not as a gift but for themselves. Sooner or later, I believe that one of these children will complain about your product being "more harm than good" on their skin as if it was Sephora's fault. I'm just hoping that this situation can be looked into more.
Business Response
Date: 01/04/2024
Dear Les,
Your feedback is important to us, and we appreciate that you have taken the time to share your concerns. Please be assured that the details will be shared with the appropriate leadership for review and consideration.
Sincerely,
Sephora Client Services
Initial Complaint
Date:01/03/2024
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 online order *********** a couple days ago. On Dec 19th it shows it was delivered by ****. But I never get the package. The proof of delivery is very unhelpful. I contacted Sephora and their customer service uses the excuse that they helped me on a lot orders before so they can't give me a refund. The reason for that is I placed an order online with a lot items and their warehouse keeps missing items to fulfill my entire order. So I have to call again and again and again to get my missing items. I have not lost any packages and Iive a very safe area. This order is only 26 dollars but I need to get my money back since I did not receive the product I paid for.
Business Response
Date: 01/05/2024
Dear ******,
We are sorry to learn you have had an issue with your order,#***********.
Your parcel, sent through UberEats, was confirmed as delivered to you on 12/20/2023 at 5:31 PM. Because of this, as well as because we have assisted you with several reports of other order issues in the past, we are unable to offer a reshipment or refund for this order. We apologize for any disappointment this may cause.
Sephora recently received a PayPal dispute regarding this order. Once disputes are initiated by a client, we must let them play out until resolved. The final decision on the dispute will be made by PayPal; we recommend reaching out to them directly for further details.
A client with an active dispute may not be able to shop on sephora.com until the dispute has been resolved. Once the dispute has cleared,you may be able to continue shopping with us online, but if you place orders to this or other addresses it will 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: 01/05/2024

Complaint: 21048790

I am rejecting this response because:
I have been a consistent Rouge member for years. The reason Sephora has assisted me this year a lot is because I placed a big order but your warehouse keeps missing sending items from my order. I reached out to CS and then receive partial of what should be made up again and again. I do not understand why do I need to be responsible for Sephora's warehouse mistake.

Sincerely,

***********************
Business Response
Date: 01/11/2024
Dear ******,
Thank you for the opportunity to address your additional concerns.
As previously relayed, your order, #***********, was confirmed as delivered by the courier. It is for this reason, and due to the highly uncommon number of order issues that have been previously reported, that we must uphold our final business decision to decline any accommodation. We apologize for any disappointment this may cause.
In regard to your pending dispute, we will need to let it play out. PayPal will provide you and Sephora with the outcome once a decision has been made.
We hope this information helps to clarify.
Sincerely,
Sephora Client Services
Initial Complaint
Date:01/03/2024
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.
Returned TOWER 28 BEAUTY JUMBO SOS DAILY RESCUE FACIAL SPRAY REFILL-16 OZ / 480 ML with from order *********** with return Tracking number#************ indicating it was delivered on Dec, 21st..I have not received refund or any communication it was accepted.
Business Response
Date: 01/04/2024
Dear *******,
We are sorry to hear you did not receive an update on your return from order # *********** and are happy to help.
We can confirm that our distribution center processed your return of the Tower 28 Beauty SOS Daily Skin Barrier Redness Recovery Moisturizer yesterday, 1/3/24. You should have received an email indicating that your refund was issued. If you did not receive this confirmation email, you may wish to review your communication preferences, ensuring you have elected to receive emails from Sephora. You can do this by logging into your sephora.com account and clicking on Account Settings > Email and Mail Preferences.
For returns by mail, we strive to process within 10 days of arriving at our distribution center, however, it can take up to 30 days per our return policy. In this case, it took about 13 days,including the Christmas and New Years holidays.
We hope this has helped to clarify.
Sincerely,
Sephora Client Services
Customer Answer
Date: 01/05/2024

Complaint: 21093599

I am rejecting this response because:
Unfortunately, its obvious you didnt take the time to properly read and address my concern.
I am not inquiring about that return.
As stated in my complaint I am inquiring about:
Tower 28 Beauty
Jumbo SOS Daily Rescue Facial
Spray Refill
Size: 16 oz / 480 mL
$68.00
I listed all the details needed including order with product and tracking number displaying return back to warehouse. I dont know how all those details manage to still get confused.

Sincerely,

***********************
Business Response
Date: 01/10/2024
Dear *******,
We apologize for the oversight regarding the product you are asking about.
In review of your order, we now see that you called in on 1/5/2024 and were assisted with a refund for the Tower 28 Beauty Jumbo SOS Daily Rescue Facial Spray Refill Size 16 oz / 480 mL.
Should you have any further questions about this return, we recommend contacting ****** Services via phone at 877-SEPHORA *************) or by chat on sephora.com.
Sincerely,
Sephora ****** Services
Initial Complaint
Date:01/02/2024
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.
Below is the summary regarding the order number *********** was placed on 12/01/2023 with OnTrac tracking number C11708833782555. 12/07/2023: Sephora confirmed delivery address is correct. OnTrac showing the address was incorrect. Contacted OnTrac through the link Sephora provided and confirmed delivery address. ( I never received OnTrac to confirm the address was updated to the right one) 12/11/2023: Received OnTrac email mentioned the package was delivered and was left at front door. We checked surroundings and front door immediately and NO PACKAGE WAS LEFT AT MY FRONT DOOR. Reached out OnTrac and was informed the package is under investigation and it will take up to 2 business days. 12/11/2023: Contacted Sephora couple times and inquired if package was missing what is the next step and if package been confirmed missing, will I receive a full refund or order can be replaced? I also advised agent that I can file a police report if needed and I can also show my video as a proof. Sephora advised if OnTrac marked package as delivered and they won't further assist me. The agent from Sephora (over the phone ) confirmed " as a customer, you will still have to pay for a missing package even we understand that entire package was missing." Sephora also confirmed they dont offer customer protection and there is no legal or compliance department to work with to resolve my compliants. 12/13/2023: Received OnTrac results and advised me to contact Sephora if package not received. 12/13/2023: contacted Sephora again and no response back until 12/18/2023. Sephora confirmed they cannot provide me any resolution and per business decision this is final decision and they cannot send me replacement or refund since the package was marked as delivered. 12/18/2023: contacted PayPal credit and filed dispute since Sephora wont further assist me. 1/2/2024: Paypal denied my dispute due to Sephora told them based on the tracking the package was delivered. I need refund or my box
Business Response
Date: 01/10/2024
Dear ********,
We are sorry to hear of the issues you have had with your order, #***********.
Your parcel, sent through OnTrac, was confirmed as delivered to you on 12/10/2023 at 2:56 PM. Because of this, we are unable to offer a reshipment or refund for this order. We apologize for any disappointment this may cause.
As you noted, Sephora recently received a PayPal dispute regarding this order. Once disputes are initiated by a client, we must let them play out until resolved. You mentioned that PayPal has already provided you with the outcome, however, we have not been notified yet. Please be aware, it can take several weeks for PayPal to confirm a resolution and the closure of a dispute.The final decision on the dispute will be made by PayPal; we recommend reaching out to them directly for further details.
Please note, any client with an active dispute may not be able to shop on sephora.com until the dispute has been resolved. Once the dispute has cleared, you may be able to continue shopping with us online, but if you place orders to this or other addresses it will 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:
********************************************************************************
We see that you may have several Beauty Insider accounts set up with your information, though we only allow one account per client. It is our recommendation that you contact Sephora ****** Services at your convenience to make the necessary adjustments. You can contact ****** Services via phone at 877-SEPHORA *************) or by chat on sephora.com.
Thank you for allowing us the opportunity to address your concerns, and we hope this information helps to clarify.
Sincerely,
Sephora ****** Services
Initial Complaint
Date:12/31/2023
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.
Fell for a scam requesting to buy 3 Sephora gift cards at $250 each, realized after I bought them its a scam and did not follow through giving the scammers pin nor # on card, tried to get reembursed from Sephora at least for 1 gift card since its sitting in their account, showed them all communication with scammers, my ccard receipt etc. they refuse to refund, I just like to get one refunded for the $250 theres nothing for me at that store
Business Response
Date: 01/02/2024
Dear ******,
We understand you recently fell victim to a scam involving gift cards and we are sorry to hear about this.
The FTC has been alerting consumers that gift card scams have been increasing in frequency and we invite you to view their notice for more details.
Please be aware that Sephora partners with third-party companies, which enables our gift cards to be more widely accessed by clients and sold at locations outside of Sephora stores and sephora.com. Based on the photo you provided, it seems the gift card in question was not purchased directly from Sephora. It is our recommendation that you contact the place where you purchased the card for further assistance.
We also recommend reporting this incident to the following organizations, if this has not been done already.
-Your financial institution
-The FTC at ftc.gov/complaint (or call toll-free:1-877-FTC-HELP)
-Your local law enforcement to file a Police Report
We hope this information clarifies.
Sincerely,
Sephora Client Services
Initial Complaint
Date:12/31/2023
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.
Purchased a gift card of $100 for my wife from Sephora on 10/10/23 for our anniversary. When my wife went to use the gift card she was told there was a $0 balance on the card. Prior to her even scratching off the security code someone was able to use the gift card for an online purchase, which would be impossible without them knowing the security code. Sephora knows who made the purchase (someone in *******) we in live in ******** but will not assist in any way. They are protecting criminals over their customers. If you look at their threads you will find thousands of customers with the same complaint. Customers throughout the ** are buying gift cards which are being used by someone in *******. Sephora will not assist you at all. This seems like an internal job, Sephora is willingly protecting criminal activity instead of protecting their customers. I have receipt of purchase of the gift card, I have the pin, the card number everything. I can also submit 100s of screenshots of similiar complaints against Sephora. I suggest a criminal investigation to protect consumers.
Business Response
Date: 01/03/2024
Dear ******,
We are sorry to hear there was an issue with your gift card.
Based on your previous contacts to Sephora Client Services,we were able to determine that the gift card in question was not purchased through Sephora directly. Because of this, it is our recommendation that you contact the place where the gift card was sold for assistance.
Please know that Sephora partners with third-party companies, which enables our gift cards to be more widely accessed by clients.These gift cards are created and processed through these vendors, and they directly handle any issues for cards they manage. The third-party location can partner with the company who sold the card for next steps and resolution. We also recommend filing a report with the *** at ftc.gov/complaint (or call toll-free: 1-877-***-HELP), as well.
We hope this information helps to clarify next steps.
Sincerely,
Sephora Client Services
Customer Answer
Date: 01/03/2024

Complaint: 21078856

I am rejecting this response because:
The third-party administrator of the card just tells me that it is fully in Sephora's control since they/and I have proof of the card being loaded with $100. Since $100 was loaded on to the card correctly by the third-party administrator they state whatever happens to that money at that point is Sephora's responsibility. Sephora also has all the transaction details of the card knowing who it was used by and where the items were sent. This is beyond the worst customer service I have ever experienced. How are you comfortable using your third-party administrators for gift cards if you see thousands of complaints of YOUR customers losing hundreds of dollars on a scam you acknowledge and willingly will not assist with any resolution. The Kroger I purchased this gift card from was very helpful and has done everything they could, their manager gave me their cell phone number which is ************. Every contact points to Sephora having responsibility. You will lose your customers trust as you have already lost plenty.

Sincerely,

***********************
Business Response
Date: 01/09/2024
Dear ******,
Given the amount of personal information that *** 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:12/31/2023
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.
Sephora Gift card was purchased on Dec 23, 2023 at CVS pharmacy, brand new. Went to use the gift card on Dec 26th, and it only had a 6 digit pin instead on 8 and kept saying invalid. I called the back of the gift card help phone number and was told there have been previous phone call complaints about this issue and was transferred to Sephora customer service and they confirmed the card should have 8 digits and couldnt be used online. I just checked the gift card and the funds have been wiped out and the balance is $0 and I never used it. I contacted the gift card phone number again and they confirmed the gift card was used online on the 28th. It is not possible for me to use this card since it doesnt have its full 8 digit pin and it was confirmed the transaction was used in a different location than where I live. The card has been used fraudulently and I have been scammed out of $50.00. I have reported this theft to Sephora multiple times and they argue its not their problem and leave me with no solution. They will not open up a dispute nor acknowledge the fraudulent charges on the gift card.
Business Response
Date: 01/02/2024
Dear ******,
Thank you for the opportunity to address your concerns.
As the gift card in question was not purchased through Sephora directly, it is our recommendation that you contact the place where the gift card was sold for assistance.
Please know that Sephora partners with third-party companies, which enables our gift cards to be more widely accessed by clients.These gift cards are created and processed through these vendors, and they directly handle any issues for cards they manage. The third-party location can partner with the company who sold the card for next steps and resolution. We also recommend filing a report with the *** at ftc.gov/complaint (or call toll-free: 1-877-***-HELP), as well.
We hope this information clarifies.
Sincerely,
Sephora Client Services
Initial Complaint
Date:12/31/2023
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 purchased a Sephora gift card from a third party. Once the gift card was going to be redeemed it was found out that someone one fraudulently used the gift card. I called the number on the back of the gift card and was told there was nothing they could do that we needed to contact Sephora. I contacted Sephora and they put me in contact with another representative who told me there was nothing to be done I needed to contact one of two places and she could only give me one since it was bought from a third party. When asked if she could cancel the order since I had the gift card she told no. The other website she sent me to was not help and you couldnt file fraud claims. The poorest customer service I have ever seen. A complete loss of 50 dollars
Business Response
Date: 01/02/2024
Dear *********,
Thank you for the opportunity to address your concerns.
As the gift card in question was not purchased through Sephora directly, it is our recommendation that you again contact the place where the gift card was sold for assistance.
Please know that Sephora partners with third-party companies, which enables our gift cards to be more widely accessed by clients.These gift cards are created and processed through these vendors, and they directly handle any issues for cards they manage. The third-party location can partner with the company who sold the card for next steps and resolution. We also recommend filing a report with the *** at ftc.gov/complaint (or call toll-free: 1-877-***-HELP), as well.
We hope this information clarifies.
Sincerely,
Sephora Client Services
Customer Answer
Date: 01/03/2024

Complaint: 21075117

I am rejecting this response because:

Sincerely,

*******************************
Initial Complaint
Date:12/31/2023
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 got my order today 12/29 (Order number: ***********) and only half the order was there. The $500 Dyson straightener was not. And they still havent refunded my money. I have reached out several times and still nothing. I needed this as a gift and now I had to go to a bunch of different stores to buy one and I am still currently out $500.
Business Response
Date: 01/02/2024
Dear *****,
We are sorry to learn there may have been an issue with your order, #***********.
Your package, associated to *** tracking 1Z5R68920382009550,was delivered on Friday, December 29 at 3:06pm, to your front door. Because this order was confirmed as delivered by the carrier, we are unable to offer a reshipment or refund. For further help with retrieving your package, we recommend seeking assistance from the carrier.
Please know that we welcome you to continue shopping with us online, but if you place orders to this or other addresses this will be at your own risk. We 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
Initial Complaint
Date:12/28/2023
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 had contacted Sephora multiple times regarding a package that states it was " delivered " and I never received. I have called and called endlessly and asked for proof of delivery and have offered to show camera footage and all and they have denied me. Im now out of my money and Merchandise and left with so many questions as to why the business is how it is. *** takes pictutes of packages i called to see if maybe it was left somewhere on my block and I can ring the persons bells etc and nothing their answer is oh it was delivered so thats it. No proof no signature no picture no nothing. Im so disappointed in this company. I opened a case three times before coming here to make a complaint. Order # ***********. I also simply just asked for my items to be reshipped to a store so this wouldn't happen and no the answer was we don't do that and you don't qualify for a reship. Someone please help as i feel like im out of my money. I had to repurchase all my items from a different retailer for Christmas so sad.
Business Response
Date: 12/29/2023
Dear ****,
We are sorry to learn you did not receive your order (#***********).
In review of the tracking information, we see it was delivered successfully on 12/16/2023 at 11:15am at the front door. Due to the other instances where we have assisted with lost or missing items and packages,we are unable to offer a reshipment or refund.
Please know that we welcome you to continue shopping with us online, but if you place orders to this or other addresses this will 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. Sephora ************** in ***********, ** would be closest to you.
Thank you for allowing ** the opportunity to address your concerns, and we hope this information clarifies.

Sincerely,
Sephora Client Services
Customer Answer
Date: 12/29/2023

Complaint: 21068127

I am rejecting this response because:
My sister lives at the same address and she has ordered from Sephora all of our purchases are mostly in store but, she had a previous issue years ago where the driver left her box on ledge and the merchant tipped over to house next door and broke that has nothing to do with me and that is your drivers fault. I am contacting you regarding my package that was claimed to be left on front porch and there's no picture or signature or even a door bell ring which would of traced driver leaving it. I completely understand if you feel like i need to shop in store and i will definitely continue to do so when **** doesn't have what i need because this whole situation has made me question the integrity of your company. I even had *** come to my house which i have footage of to ask about the package and was it still missing. I wouldn't be wasting my time or going this deep if I received my package. This is crazy!
Sincerely,

***********************
Business Response
Date: 01/09/2024
Dear ****,
Thank you for the additional opportunity to clarify.
After careful review, we can see that our ****** Services team has previously assisted with multiple accommodations across varying accounts associated with your information. As the tracking information confirms delivery of the package, we are unable to accommodate a reshipment or refund.
We appreciate your understanding.

Sincerely,
Sephora ****** Services
Customer Answer
Date: 01/11/2024

Complaint: 21068127

I am rejecting this response because:

multiple this is a lie. Please show documentation of my multiple issues. This is not true at all. And unfair

Sincerely,

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

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