Sephora
Reviews and Complaints

I extremally disappointed in my experience with Sephora. I just opened a credit care and became a member on Nov 5th. I made a purchase at the store was well. I was patiently waiting for my card to come in the mail as I was specifically interested in shopping the black Friday sales. I got my card, activated it and went to order stuff for from the Black Friday sale. I continued to get an error message that my card was not working. I called customer service they told me NOT to worry the order WOULD GO THROUGH. I checked last night and there was NO ORDER, my items were back in my cart and I placed the order again. It went through and then I noticed that all the sale prices were gone. I called Customer service AGAIN! They told me there was nothing they could do. I explained that I was told one thing from a representative and believed her that the order would go through with the appropriate sales./ Needless to say they are doing nothing to help me with this matter, I am a new customer and I am VERY upset with the way they are handling this. NEW CUSTOMER looks like I'm switching to ULTA

I was at Kohl's store address above. I went to your store there and was going to purchase some items. I happen to notice some things with a 50% off tag on them. I went to pay for them and was told that they were not on sale. I asked the girls why when the signs clearly stated 50% off. They told me that they did not take down the sales signs today that was for yesterday 11/25 2022. I told them that was false advertising. They just said that they did not do it. I told them I would take my business elsewhere and they said OK. If this is the way your business is being run I will find another place to buy my products.

I am also going to contact Kohl's and let them know how the business is being run

I am making sure my FB friends know this along with my Children.

Patricia Ibarra

317 E 14th Street

Lockport, Il. 60441

[protected]

Not that I expect a call or an apology from you.

By the way I have 8 teenage granddaughters ranging from a freshman to

4 in college.

I placed an online order with Sephora Singapore on 24 Nov 2022. Order no. LX-[protected]. Right after the order was paid, I realised my address stored in my account was not updated as I moved to a new place in Sep 2022. I immediately updated the address to the correct one in my account and contacted Sephora to inform the updated address within 5 mins after the order.

I received a reply from Sephora Singapore who advised they would try to update my address with the delivery company but not guaranteed. I sent in follow up emails to make sure they can successfully update my address with the courier company. They replied below:

Qte

Eula R (Sephora)

Nov 25, 2022, 16:01 GMT+8

Hi Aileen,

Thank you for your response.

Yes, I'll notify you once the address has been updated. And if not, the courier will contact you about your parcel.

Kindly confirm your most updated address.

I'll look forward to your response.

Sincerely,

Eula

Sephora

Unqte

In of morning of 26 Nov, I received 'delivery successfully made' email from Sephora. But I never receive my parcel. I contacted the delivery company who confirmed they have NEVER received updated address from Sephora Sg. So they sent the parcel to the old address. And someone in the old address took the parcel. I asked for proof of delivery and still waiting for it from the courier company.

I don't know how to trace back my order as the courier company said their job is done. I wrote to Sephora again and hopefully Sephora can help me trace back my order.

I'm a very loyal customer to Sephora and very upset with this incident! I did not expect an update of address can be so troublesome and no one from Sephora did it despite of my repeated requests.

My daughter is a very big fan of Sephora. On 07/31/2021 I went to the Sephora store inside JC Penney in Melbourne Square Mall and bought a $30 Sephora Gift Card as part of my daughter's birthday present. On 08/01/2022 I bought another Sephora gift card at the Sephora inside JC Penney at Melbourne Square Mall for $25 also for part of my daughter's birthday present. When I presented her with the second gift card, she asked me where I had purchased it and I told her the Melbourne store. She told me that she could not go to the store in Viera where she works because last year when she purchased several items from the Viera store they would not accept the gift card because it was not purchased there. She related to me that she ended up buying the items on her own and unhappily went out of her way to the Sephora store in Melbourne to spend the gift card. Today, she went to the Melbourne store, and they had zero stock of any of her favorites. When I purchased the newer gift card the salesperson never mentioned that the store was closing. I also did not know until the time I presented her with the new card that my daughter could not use the card at the Viera store. (Which I thought she had done last year). I feel that: 1) The Viera store should have taken the purchased gift card - I purchased it in good faith that she could shop at any Sephora. 2) The Melbourne store should have told me they were closing. I feel this is shady business practice. 3) I was feeling good that I had given my daughter something for her birthday that she loved, and unbeknownst to me she is thoroughly inconvenienced because of Sephora "policy" that you have to use the gift card where it was purchased. Is that even a true policy? Aren't there Sephora stores in other states? She used to live in another state - was she supposed to come back to Florida to redeem her gift card? I'm sorry, but this is unacceptable.

I made a purchase for the first time on sephora india (such frauds and thieves).

The website said if I used promo code olaplex, and buy any 3 olaplex products and get a full size hair perfector worth rs 2900 free.

I placed this order with said coupon code olaplex. Order id is #o172215. I bought 3 olaplex items

I'm attaching the screenshot of your coupon code offer, and screenshot showing I placed the order of 3 items, and those are the only items delivered. The full size hair perfector never showed up. This was 12 days ago. I've written to the customer service email multiple times. The f&* (& (keep telling me to wait indefinitely, and despite my request, refuse to refund the order, or deliver the promised item. I had to forego the customary first purchase discount of 10% because of this transaction.

Please either refund rs. 2900 or send the full size hair perfector. Ideally the decent thing to do would also be to extend the first purchase discount of 10% at least as an apology for this harassment.

I've been a fan of sephora for years. This has left such a bitter taste, thwt I will never use sephora again. Friggin thieves.

Hello. My Sephora order #[protected] that was placed online on June 16, 2022 is missing as I never received the merchandise. I have contacted agents left and right through their live chat option, telephone, and email. I have been cooperative by following the instructions given by Sephora customer service and by UPS.

I am very frustrated with how customer service is handling this issue as I stated multiple times I never received my products.

I live in an apartment complex building, so I checked my neighbors, my apartment office, the mailbox, and even UPS. The package could have easily been misdelivered to the wrong apartment unit or not delivered at all. 
All I’m requesting is to be reimbursed for the merchandise that I never received.

It occurred on: 2022-06-22

This meant that I have been greatly impacted. I have become frustrated. I feel like everyone I speak to is disregarding my issues and not truly helping me. I have wasted time contacting UPS and Sephora multiple times with no resolution.

I am requesting a full refund of $164.21 for the merchandise I never received.

I look forward to your prompt response on this matter.

Best regards,

7 Virtues Tracking Number - rewards package no show

Thank you for the update,

That is unfortunate and will not lend to a great experience considering this was for a birthday surprise. It seems the surprise is that the package was sent too late to account for these possible challenges is an already known stressed supply chain. The event is today and we don’t have our gifts to use.

As a loyal sephora customer, it is only right that my points be returned to me for this mishap. Please advise when this matter is resolved and completed.

Cheers,

Ája Hardy MBA, MPH

On Jun 9, 2022, at 12:54 PM, Sephora Concierge

I went to purchase items from Sephora in Kohl’s department store, in menomonee WI, using my gift card. I was told that I could not use the gift card at that store, that I would have to go on line or find a freestanding Sephora store at a mall to use my gift card. I didn’t understand why I couldn’t use it there. I’m very disappointed and I found that telling me to find a mall or order online when I’m already in their store was very inconvenient.

Sandra P.

I placed the order through the online store. The order # is [protected]. It was placed on 8/04/22 and it arrived on the 13/04/22

ITEM: 256793, priced $45.00

When I opened it I noticed the product was all broken into pieces, impossible to use, very messy.

Hello, I placed an order tone picked up at your Thousand Oaks location and I have been waiting for the email confirmation to be picked up, I didn’t not realize he confirmation email went to my spam folder. I called the retail store since I had not heard anything and spoke to a beauty advisor by the name of Frankie. I explained I was waiting on a confirmation email before I could finish talking she cut me off and explained if not picked same day order is cancelled and rude about it. She mentioned all orders they had at store were orders from today and I should check my spam folder instead of contacting store. I te checked my email and did find it in my spam folder. I called back your Thousand Oaks location and the same person Frankie answered so I

Explained to her again my situation and how I was confused she said my order had been cancelled but the email said the store will hold it until 4/27. I gave her all that information and she seemed frustrated since she picked up the phone very unpleasant to speak with. She would not check if my order was still at the store she spoke to me as If I was stupid and was not understanding what she was saying I asked again is it still available I want to know since she was so sure it had been cancelled. She again mentioned order pick up policy’s ignoring my question as if I were speaking another language. She was very unprofessional did not apologize at all over just rude and unprofessional. I shop at Sephora for all my cosmetics and more have been for years I love this store but she definitely left a bad impression I find it very insulting she did not care to help me at all. Associates like her make me think twice about giving stores my business. I’m so livid right now that I was treated and spoken to as if I was an idiot. Now I have to sit here and write this long email because this is wrong in all aspects of customer service. This needs to be addressed because how many other customers has she treated like this and felt this way. How much business are you losing due to associates like her self. I would very much like an apology or never shopping at Sephora again I rather give my money to a different business who is going to care and treat me right. I’m going to post my experience on social media as well as it was just wrong. I will very much like a follow up on this.

Thank you!

I bought a Sephora $100 gift card at Lowes, when I try to use it , it said a card with this number does not excise.

lowes store 2945

03/01/2022

18:35.22

purchased 2 cards, one was ok, one is bad. i need a good card or refund at once

Order date - 12-30-2021
Jan 13-2022 I contacted their Customer Service department to find out where my order disappeared. They never contacted me or sent any type of email letting me the parcel was returned back to them. I waited 14 days and then called them when I did, they said they were sold out and couldn't send me the Kerastase set I ordered. Their reply was do you want a refund? Not lets find out if one of the locations has stock or maybe contact the distributor to find out if they can get me a set. They couldn't care one bit just try to get me off the phone asap.

WORST customer service, They don't even know what the definition of service is. I ordered 4 items 2 weeks ago, I didn't understand what was taking so long, so I called them and I spoke to a representative, she said that they didn't have the unit number, so Canada Post sent the box back to Sephora, My question is why didn't I get a call back or email from Sephora asking for the information. This wasn't the first time ordering online. They had my information on file. So I had the rude customer service rep disconnect the phone, so I called again and asked to speak to a supervisor. All she offered was a refund... I said I don't want a refund I want my Kerastasse set that you sold instead of calling me and sending back to me they sold it. There wasn't one set left company wide. so I asked to speak to a manager his name was JOSE if I tell you how rude and condescending he was. All he offered was a refund. I asked him to replace the same brand and type with the regular size since they sold my set and never bothered to call me to let me know. He said no, All he said"so should I proceed with the refund?" I said all you want to do is brush me off and give me a refund. He asked what did you want me to do" this is a manager talking. Give me the refund and I will flood the internet with how rude your service is.
I will take my money to a company that appreciates my business. Sephora needs to wake up and get people that care about service.
Now every time I see that name it will remind me of the aggravations I had with Sephora.

I ordered 2200 worth of products and they did not have it while taking the order. After a week, when I enquired it was told that the product is not there. How can you take an order without the item in stock ?
I asked for status and that's when they say the thing is not available . Cancellation was triggered on Dec 6th and until now not refunded the money back .

I purchased a contour stick along with another item from Sephora in JCPenney in humble, Texas in Deerbrook mall on 12/14/21. A few days later when I decided to use my items I noticed one of them had an opened torn box and the item looked used. Due to me only being off on Tuesday's and it being so closed to Christmas it took me two weeks to return (12/28/21). When I got to the store the manager Roxy told me she could not return it because I should have noticed and brought it back within two days, although I was told during purchase I had 30 days. I informed her I did not want to return I just wanted a even exchange with a unused product. She told me I would have to pay difference because I bought item on sale. I explained to her the item was not on sale I used some points( which I earned) and paid the rest. She handed me back my item and said she's not taking it back. Her attitude was very aggressive and she seemed to not even want to be bothered even though I was the only customer in the store. This was very poor unnecessary service and I definitely will not shop at this Sephora ever again.

Hi

Yesterday I visited Sephora oberoi mall and the girl suggested me Lancôme foundation. The colour she suggested under the lights showed blending with my colour. It was swatched on my hand only. Today when I took a dot to check on my face it's totally different. It's too dark and doesn't blend at all. I need help regarding this.
I think staff isn't trained well and isn't qualified for suggesting a customer the right product. Having said this I have read on your website that If for any reason you are not completely satisfied with your Lancôme purchase you may return the purchased products within thirty (30) days of the delivery. Please note that all promotional products, including free samples and gift with purchases, must be returned

I would like help in this case as store is telling me that the shade was swatched on my hand and this is my shade.

I placed an order for same day delivery on Saturday evening, expected it on Sunday and was tracking it. It suddenly said it was delivered at 3:41PM PST. I hadn't heard from anyone in person about it being here, but I checked at my front door, then around the lobby - even the mailbox. Nothing.

I contacted customer service who said they need to launch an "investigation". Meanwhile, I am out $140.00 . I suspect they will shrug their shoulder and say it was delivered. It wasn't delivered to me - at my address, that I triple checked was correct, and I was home all day.

My order number was [protected].

Yesterday we went to Sephora, DLF Mall of India, Noida. There we saw this amazing deal, the saleswoman actually told us it was, buy one get one free. so we got really happy and picked up two lipsticks where she said it was buy one get one free. when we went to the counter they gave us two ugly lip colours and said these are free. The selling technique is so wrong. They have wronged us on many levels. This is literally fooling your customers!

I am deeply saddened and horrified to see my favorite make up artist tutorials canceled on you tube because of her religion and political affiliation.

Last I knew it is a free country and we have a right to religious freedom and political party of our choice.

To hear you canceled her because of both is deeply harmful to your corporation. I will no longer be using your makeup and will make sure that my many friends and family that also use your product know how you feel and suggest they go elsewhere as well.

I am so sorry you felt the need to go in this direction.