Sephora
Reviews and Complaints

As someone who adores exploring beauty products, my experience with Sephora CF Market Mall has been a mix of highs and lows. The store ambiance is captivating, drawing me in with its array of makeup, skincare, and fragrances. However, the customer service left much to be desired. While I appreciate the diverse range of brands available, the slow shipping times and occasional mishaps with orders have been disappointing. Despite these challenges, the allure of discovering new beauty treasures keeps me coming back, hoping for a smoother experience each time.

3 out 5 orders have been cancelled without any notification or justification. The last two times I was able to reorder the cancelled items but was never given a reason as to why the order was cancelled. Most recently, I guess, it was flagged for something suspicious (although I use the same devices to log in) then my account was deactivated. Again, no email indicating or explaining the cancellation. After I call to verify my identity, I'm emailed over and over with contradictory messages; one indicating my account is activated, followed quickly by one prompting me to call AGAIN! My account is still deactivated and I have to wait ANOTHER 72 hours for them to tell me to probably wait even longer.

I purchased two separate sample packs from a Kohl's store.1 @ $75.00 another 1 @ $30.00

I noticed after purchasing the individual packets that they have the words "Not for sale" or "free sample." Why are you charging customers their hard-earned money for something that legally should not be sold for profit? Also, sales are final, with no returns. This could be a huge lawsuit for all of us that paid for something that was/ should be free.

I attended the Sephoria 2023 event in New York City on Friday, September 29, 2023. I purchased a Gold Key ticket which was $408. I arrived an hour early to the event that was supposed to be from 10-2. As we were standing there, the event was cancelled. We were informed that if we emailed [protected]@sephoria-2023.com, we would receive a full refund. I’ve sent several emails over the last week with no response, and have yet to receive my refund. My friend who went to the event has received emails back and her refund. I’m disappointed that nobody has communicated with me and I’m out $408.

I ordered a Lancome idole eyeliner amounting to INR 2400 in Sephora India website on 22.08.2023,order ID Cf01bb601, it was delivered on 26.08.2023. But the delivered eyeliner was damaged. The tip did not work when I tried to use on my eyes. After 4 strokes only a light ink came out and then stopped completely. I immediately raised a complaint in their website, got no response. So sent a mail from my registered mail ID with pictures to show the damaged eyeliner on 29.08.2023, followed by multiple emails. They have since been dodging my complaint and till this day (25.09.2023), it has not been resolved.

My self and my three daughters have shopped at Sephora in Concord, CA. I am tired of being followed since the moment we walk into the store and constantly being asked what I need. I understand security is always important, but I (we) feel the level they are taking it to as this location is ridiculous. I have shopped at other locations where this is not an issue. I am not sure if it's a profiling thing, especially when I am with my young adult girls. But it is an uncomfortable feeling.

This is my first time to purchase beauty product online using Sephora app.

I purchased 3 items spending $300 CAD using same credit card.

I received the package and found one facial cream is missing so I first start their live chat to find out what happened then the first live chat agent said they will re-ship it for me but while i was away to washroom, the live chat ended without history. I went to the live chat again with another agent, she said can re-ship but I said I am going out town soon so can i pick it up at store instead and she said no problem. The chat room again kick me out in 2 min while waiting the agent to response to me with details. So I did another chat after another with the same request and the agent said the system has determined that a final decision was made and will not refund or re-ship the item to me. I then turn out to call via phone and the agent said she cannot see the systems about why my request has been declined and suspected that it is fraud because I had multiple account signed up with Sephora. This is absolutely insane as this is common sense that I only ask for one item out of the many and I am the true person with a valid credit card. They just left me for investigation and ask me to wait for further email. Honestly, I pay and didn't get the service and was treated like a fraudster. I still don't get my product back. This is terrible and I will never shop with Sephora again. They should kill their live chat as it is absolutely rubbish!

I need to return a moisturizer cream I purchased from Sephora Canada. This purchase was done in-store. I returned to the store within 10 days after getting breakouts from using the new cream. My return satisfies all the conditions stated on the return policy:

- I have the proof of purchase

- The return is within 30 days

- The product is lightly used

But the store manager refused to accept the return and said it is within her 'discretion' to either accept or reject. She was condescending and rude in providing details for her decision.

Dear Sephora Customer Service,

I hope I'm not interrupting anything. Because there was some disagreement with the store clerk while shopping today. I have some questions for your head office. ,

1. Does Sephora provide formal corporate culture training to its employees? Are they professional enough to serve the customers?

2. Are all Sephora stores in China fake?

I am a Chinese customer in Canada. When I checked out, the clerk asked me if I had a Sephora vip account. We made it clear that we only have VIP accounts for Sephora in China. The clerk clearly told me that there is no Sephora in China and that she has never heard of or seen Sephora when she lived in China. She questioned my words very strongly and discussed our issue with other customers. Does this mean that there is some discrimination against us? We are also very loyal customers.

Hope to hear back from you,

thank you，

Matthew.

Reason for Complaint: I was told by the Sephora staff at this Monastraki square branch in Athens Greece that they do not maintain the same return policy. Then, why isn't this change of policy disclosed to customers?

This is misleading for customers. This is illegal and irresponsible of Sephora because the advertized standards, policy and customer care is completely different.

Explanation: I bought a liquid foundation at the Sephora store on May 16, 2023. I had to pick and choose myself as I did not receive any beauty assistance at the store. Then I went back to the same store on May 17, 2023 because the foundation turned out to be too oily and mismatched for my skin. When I asked to return or exchange this product on May 17, the staff at the counter told me they do not accept products that are opened because they do not maintain the same return policy. This is contradictory to what Sephora is known for and advertised for return policy.

Note: Sephora in-store purchases, Buy Online and Pick Up orders, Same Day Delivery orders and Instacart, Doordash or Shipt orders of Sephora products may be returned or exchanged within 60 days if the product is in new or gently used condition with a receipt or gift receipt at a store location.

I made an order on 21 April 2023 and there was a promotion that if I were to purchase above RM450, I will receive 3 mini perfumes for free which includes, Paco Rabanne 1 million Elixir, Paco Rabanne Fame, Carolina Herrera. Along with my order, is also a Givenchy Liner Disturbia Precision that was on discount. The app stated that delivery will be made within 2-6 business days.

On 2 May 2023, I contacted their Customer Service on the status of my order, because it shows "Preparing to Ship". Which means, it has not been sent to the courier for shipment or delivery. Greyo B. replied and requested for 2 business days to get a status from the courier company. I followed up on 6 May 2023 when there was no response forthcoming from them. On 9 May 2023, a Roland U replied saying that they would require 3-5 business days to obtain a response from their courier company. I followed up on 12 May 2023 again on the status of my delivery, and Roland U informed me, that they will let me know when they let me know when the courier company will make a delivery.

There is no proper response from them, or even action taken, when the status remains to be "Preparing for Shipment". I have paid for the products last month!

On 15 May 2023, Roland U replied that the parcel was returned due to "missing contents". And proceeded to give me a voucher to repurchase the items within a month. However, the Givenchy Liner which was on sale, is out of stock as I have feared. On top of that, all the free gifts that I was supposed to receive based on their promotion and advertisement, are also swept under the carpet despite following up with them repeatedly on the Customer Service.

This is appalling treatment of your customers and terrible marketing and fulfilment of orders. You draw customers in with misleading promotions and advertisements that cannot be fulfilled.

Good evening,

Sadly, I write this note/email to express my disappointment and dissatisfaction with the customer service I received during my recent visit for a 60 minute service. I visited the Ajax Sephora on Saturday, April 22nd, and unfortunately, I experienced a level of service that fell far below appropriate standards and certainly my expectations.

The staff members, particularly "Bianca", was unfriendly, unprofessional, and frankly, the furtherest example of what a Sephora employee is about. First, she refused to open the door, even though it was past 9:00am. Second, she had no consideration for myself, another woman behind me, and a pregnant woman behind her standing in the rain waiting to be let inside. I was personally there to get my make up done ahead of a photoshoot, as you can understand, my hair was already styled and standing in the rain was detrimental. Once we were let inside, I was told there was no notes from my call last Thursday, when I was told to come at 9am and "everything would be fine to start at then". As I was expressing my frustration that the employee had not relayed the message, and that it was clear the employees had not communicated with one another, I was told "if I didn't stop being difficult, I would be dragged out of the store". It is absolutely unacceptable to not only label a customer as difficult, but actually say it out loud and quite rudely directly to the customer, as was done to me this past Saturday. I remain confused as to how I am "difficult" when in reality, I was expressing frustration over the employees' lack of communication with one another and providing me with the wrong information. If the employee working on Thursday had documented our conversation and her "assurance" this whole situation would have been avoided. 

As a former Rouge and VIB customer, I felt extremely saddened to see the store I loved so much and have wonderful memories from, in this dire state. I felt as though I was being ignored and rushed through my visit. All the associates I dealt with seemed disinterested in helping me and was not knowledgeable about customer service. The treatment I received during my visit was unacceptable, and it has left me feeling extremely disappointed with the Sephora brand. I am therefore requesting a full refund for the service. I was happy to tip the makeup artist, because she was truly understanding and it was clear that this store location had a toxic work environment.

I have attached a copy of my receipt for your reference, and I kindly request that you process the refund as soon as possible. I would also appreciate it if you could take steps to improve the customer service at this location to ensure that other customers do not have a similar negative experience.

I look forward to your prompt response on this matter.

Skimming/scamming. Purchased $50 gift card in a Sephora Store in Ontario CA on Dec. 11 2022 for a Christmas gift to give to my sister. Wanted to add that the gift card was behind the register and not displayed. When she tried to use it in store the store cashier removed the tape that covers the PIN number, swiped the card, and stated there was no funds. I called Sephora several times and my sister called Sephora several times to at least the store can put an effort to help and all that was said was “gift cards are treated like cash “. They do not care about their customers. With soo much skimming and scamming going around when the card never leaves our hands it’s sad to hear that they can’t do anything except “freeze” if there is a balance still on card. I wish we would know that it was being skimmed otherwise we would call. Losing several customers.

Hello, I haven't purchased anything from sephora till date but on on 28-MAR-23 at

19.25.49 and 19.26.38.230 two purchase of Rs.4442.96 favouring SEPHORA 1906 made using my HDFC INDIA Bank Card ending with xxxx3941.my name is jishnu ks,. Hope you can verify it with the card. Can you help me to identify the order address,so it would be a great help

I have been a very loyal Sephora USA customer for over 20 years. a few years ago, I opened the card account with Comenity Bank which was offered by Sephora. Last year, I began to have a lot of trouble with the card as far as using it on the Sephora site and accessing my rewards when checking out. I even requested a new card. I still had issues and was able to use the card to pay at Sephora, just like I could use any other credit card, and I was earning rewards, BUT, my card no longer showed up in the "manage my account" section and I could never use my rewards on purchases, even though Sephora accepted my card for payment. I have been in contact with Comenity Bank numerous times over the past year about these issues and have always been told that they are "updating" their system (for months, and at my expense). Last November I received a letter from Bruce Bowman, President of Comenity Bank, apologizing for all of the issues, saying they are correcting them and issuing bonus rewards. Needless to say, I am still unable to redeem my rewards or connect my card in "manage my account". As a matter of fact, my rewards keep expiring. No one in Comenity Bank is ever able to help me, nor do they ever understand what is going on - some of the representatives have no idea what Sephora even is! They are a horrible institution, run terribly, and I can't imagine that Sephora would want this stain on their reputation. I spend LOTS of money on Sephora every year, as an ongoing rouge member. Sephora was always my first choice, my "go to" for skincare and cosmetics, but recently I am very reluctant to shop on the website or in store because of the extreme negative experiences I have had with Comenity Bank & because my rewards are being wasted. You should use a different Bank for your credit cards.

I applied for the Sephora Visa credit card and it has had nothing but problems since I first signed up. They had some sort of malfunction in their system and I have had to call several times for reasons like to get a new card because it randomly was given a new expiration date and quit working. Now, my credit card is not linked to my Sephora beauty insider account and I cannot use my credit card rewards online. The whole point of having this credit card is to get the points to use towards products. I have contacted both Comenity bank and Sephora about this issue and no one will help me. They all say it will be fixed with the next update, which then never happens.

Purchased 12/21/22
Received as a gift.
I went to retrieve my free full size mascara if my choice (after trying all of them) and was told that because I didn’t have the full box it came in, they couldn’t give it to me. I had the certificate, which is all the directions state that you need to have. They stated they needed a “bar code” off the box and had “no way” to override. I consider this a false promotion and tricky in the wording. If it’s not the case that you only need the certificate page and need to hang onto the ENTIRE BOX

This should be made crystal clear.
Super unhappy and not if it’s not amended, my daughter and I and anyone else I can convince will no longer shop at Sephora and will bring our business to Alta

1. I had placed an order to purchase 2 items and redeemed some gifts (using my points and promo code), birthday gift and some samples on 1 January 2023. Total cost is S$73.00. I attach the list of items ordered for reference.

2. I have received an email from Sephora Order ([protected]@order.sephora.sg) at around 8.00 p.m.on 5 January 2023, the email subject indicated that “your Sephora order has been returned to us”, without any explanation in its email content. When I first looked into this email notification, I was shocked. Prior to that, I did not receive any clarification/explanation regarding the return from Sephora.

3. I contacted Sephora customer service agent via Live Chat yesterday (6 January 2023) morning. I understand from the agent, Mikee R that the reason the order was returned is due to damages while it was in transit as confirmed by Ninja Van. As such, Mikee R said Sephora will provide a Credit Voucher (S$73.00 including shipping fee) for me to re-order the items, although I have explicitly requested to re-send the items. I was told by Mikee R that Sephora is unable to re-send items from a completed order number. Correspondences (2nd and 3rd Attachments) are attached for your reference.

I expect Sephora to replace the items and re-send again, instead of requesting me to re-order again which is really inconvenient.

4. To ensure I can receive the items I previously ordered on 1 January 2023, I have contacted the customer service agent again. The agent, Greyo B replied that he/she has to check if Sephora can include the gifts which I have previously redeemed into my credit voucher. Correspondences (4th and 5thAttachments) are attached for your reference.

5. Credit Voucher (S$73.00) was received from Mikee R via email at 10.09 a.m. (Singapore Time) yesterday. Credit Voucher Code with expiry date of 6 February 2023 was given.

6. I entered the Credit Voucher Code in Sephora App and was disappointed to note that such Credit Voucher Code does not include the gifts I previously redeemed for order placed on 1 January 2023. (i) the points were not returned; (ii) system did not prompt for birthday gift; and (iii) as system allows to key in one promo code (Credit Voucher Code) only, the promo code (from Sephora app mini game) cannot be used to redeem “Sulwhasoo Concentrated Ginseng - Renewing Cream EX Moisturiser” which I suppose entitled to.

7. Other agent, Ausnie responded that he will return 450 points to my account. However, he mentioned that they can only issue a separate voucher for each birthday gift and mini game gift. The issue is your Sephora app allows to key in one code instead of 3 codes for each order, how can I proceed? Is it I need to place online order 3 times, which cost me additional time and money?

Few days already, your customer agents still unable to resolve this issue. It bring so much trouble and inconvenience to me.

Please explain:

1. Why you cannot replace and resend the items?

2. What is the reason of damaged items?

3. Why there was no call/email notifying me the reason for returning the items?

4. Why the membership points were not returned and gifts were not included at the first point when your team requested me to re-order the items?

5. Why bring this inconvenience and delay to me?

i ordered lawless item number 2468270 and did not receive it in the box.

I got one of 2 eyeliners i ordered item number 1118033.

I received both my mascaras.

I'm not happy i paid for theses items that i did not receive in the box.

no one has gotten back to me.

I shall not order from you again.

I was always happy with you until now.

I understand mistakes happen but i paid for this!