Sephora
Reviews and Complaints

Every time I go into the Sephora in San Francisco I'm guessing it's because I dress more grinch then preppy they have always been totally rude especially the security guard working now and the women will not stop harassing me on what I'm looking for and following me around making me feel very uncomfortable. I've never stole from the place they're given them any reason to think that I would I spend a lot of money there but for the last For years I've had to go to Macy's Ulta or another so for in the mall stones town just because of the way I feel every time I go to shop there on Powell in San Francisco. It's very discriminating for them to treat me the way they do for absolutely no reason I've ever given them to and I would like something done about it.

On July 21st between 11:00 am and 11:30 am, I entered the store in the Queens Center Mall with the specific intention of asking one of the sales people on the floor for assistance. (I am a 57-year old woman. I had bought a concealer from this store several weeks ago and was having difficulty applying it under my eyes.) I approached the nearest sales person right in the front, who was talking to a co-worker sales person, who, in turn was working on a client. I asked politely if I could please ask her a question about something, and I did say "please." She looked at me with an annoyed facial expression, did not respond and waited for me to continue. I felt as if I was interrupting her conversation with her co-worker and she was perturbed by that. Anyway, I explained that when I put the under eye concealer on, I have to stretch the skin to smooth it out; I was using my index finger to show her what I meant, as I talked. She said, "Just blot it." I told her that I tried that, but it didn't work for me. "Get a brush. " She then answered. I said, "Oh okay. any particular kind?" She pointed me in the direction of where the brushes were. At this juncture, I was definitely getting the feeling that she just wanted to be rid of me as fast as possible. I asked her approximately how much these brushes cost. She told me $30 or $40 dollars. I was surprised, so I said, "Wow! That's a lot, but I'll look anyway." As I'm walking away, she adds, "It's number 57, " referring to the number of the brush. I went to the area in the right side rear area of the store to find many different-sized brushes in different compartments which were labeled; however, it still took me a bit of time to find my specific numbered brush because of all the different sizes and also, the fact that the labels were sometimes not so easily spotted. Putting this aside, when I looked at the price of the brush, it was $24. I was again surprised, considering that the sales person quoted $30 or $40 dollars. At that point, I wondered whether I heard her incorrectly because the price of the numbered brush was so much lower. I decided, then, to go back and ask her to confirm if it was the number 57 brush. (Again, I believe that the look on her face when I asked her this question conveyed her irritation about having to be bothered with me.) She said yes. I answered, but it was only $24 dollars, after which she responded, "No, not the number 24. There are definitely number 57 brushes over there." I countered, since she was clearly not listening carefully, "The brush cost only $24 and I thought it would have been more, as you had told me $30 or $40." She responded, "20, 30 or 40" and then shrugged. She COULD have added, "Whatever, " and it would have fit the tone of her voice, which showed how little she cared about me, her job or the products of the Sephora Store. Why would any store want to have sales reps like this? She was clearly there to just hang out with her co-worker friend, and had no interest in interacting with any customers, as evidenced by her attitude and her inattention to my questions. Her behavior is not defensible and if anything, I wish I had her name so I could report her, specifically. However, I will say that some of your sales reps are great, i.e. the one from whom I initially bought the concealer was so helpful and patient. I truly appreciated her. I just want you to know that I am not hypercritical or negative.

As a final thought, it is my opinion that you have way too many reps on the floor, even in a relatively busy store. The above-mentioned sales rep clearly had way too much time on her hands, enabling her to focus on socializing, rather than doing her job.

I am a Sephora VIB Rouge customer and spend alot of money in this store. However, last week I made an appointment for a makeover for my daughter's wedding. The personnel was aware it was a special event and I made the appointment a week in advance. The day before the wedding I received an email canceling my appointment. No reason given. No one answered the phone in the Willow Grove, PA store. There was no offer to reschedule at another store!This is poor customer service and obviously appointments at the store not dependable.

I have been shopping at Sephora for many years now and currently have VIB status with your loyalty program.

Today, July 3 2018, I went into the Lexington Ave and 60th Street store in New York and purchased 2 items. The store was not crowded as it is the day before the July 4th holiday and at no time was I asked if I needed help with anything, which in fact I did.

I continued through the store and eventually found the other items which I needed and proceeded to the checkout area. There were 3 cashiers, 2 were without customers, speaking to each other and the 3rd was busy with a client. I was the only person on the line and I waited for approximately 5 minutes while the one working cashier finished up with her client. Her 2 colleagues looked right through me giving no indication that they were closed.

When I was finally able to pay for my items, at no time was I offered any samples or even items via my points. I left the store with a bad taste in my mouth.

The customer service levels have dropped a lot in recent times and it's just not a fun experience shopping at Sephora anymore.

Thanks,

Michelle A. Graham

I do NOT appreciate being contacted by customer service in regards to an email i sent in a rude, condescending tone. I may have been angry when i wrote the original email but customer service is in place to handle such matters politely and professionally. She was definitely neither! I will not tolerate being scolded and basically "told off" by your customer service rep which was made apparent by her use of capital and bold lettering followed by exclamation points. Totally UNACCEPTABLE and UNPROFESSIONAL ! I had every right to be upset and your representatives need to be held accountable to calmly and professionally handle customer issues. If they are unable to do so they are in the wrong profession!
Sincerely,
Disgusted Customer.

I recently visited Sephora in Prague on my first visit I had ok service how ever I was pressured into buying a Urban Decay Foundation for 1080CZK which is approx £37.
The lady did a test patch on my neck and I said I'd give it 24hrs and if I liked it and I didn't react to the Foundation I'd come back and purchase it. She pressured me into making the purchase. The next day I work up decided to test the foundation out on my face for the day and see how we go. My skin started to feel weird but I put it down to seasonal allergies. I went about my day. Went back to the hotel washed and cleansed my face like normal and went to sleep the following day my face was like a ballon. My eyes would barely open.
So I had to make a trip to the doctors who checked and examined me said it was an allergic reaction to the Foundation. After spending the day resting and taking the medication prescribed my the doctor, I took his advise and went back to the Sephora in Palladium to complain and get a refund. I was told that they could not give me a refund as they did not have proof that I'd been to the doctors even tho I showed them the medication ide been prescribed. They then went on to say that I'd have to return back to Prague in 30days as they'd send the product off do testing in case it was a bad batch, I have to return once they had the results for a refund if that was applicable. I was absolutely furious that not only did they not believe the allergy reaction. They expected me to pay more money to return back and collect my refund. One member of staff even suggested that I give it to a memeber of my family or sell it on line. I found it quite bizarre how such a big company like sephora can allow their staff to actively give customers this kind of service/ advice
I am very disgusted and appalled by this.

I am pia emailing you regarding my experienced in San Francisco location powell street 4:00 pm January 31st I've been shopping in sephora for years now and have over spend thousands of money from your store with a VIB Rouge status for a years now and and this is the first time that i feel so humiliated and violated in my whole life. 4:00 pm inside Sephora powell location i was making a exchange because I received a products from my friend that she purchase from sephora. And they asked for my id unfortunately I don't have it in that moment i offer to write down my information or told them to look at my beauty insider information but they said no. Which I totally understand. I give them my friends email it may showup the receipt but they just saw 1 item in the receipt. So they give me store credit for that one item and they transfer me in another register while me figuring it out and calling my friend about the transaction and i was asking for the gift card and they said that the guy that was helping me given the card to me and i said i don't think so i was carrying 3 bags and apparently with me stressing out about it and with all my confusion apparently it was inside my bag. The manager named ericka ? and one of the associate was offensively approached me telling me that they saw and reviewed the camera that i put it inside my purse telling me loudly and apparently didn't realize that i did have it in my purse . Was just so upset because costumers are looking and i feel so embarrassed at that moment they should've approached me nicely and in a professional way. I feel violated about the attitude and the costumer service that they give me. If I'm going to spend thousands of money in a store I believe i should be at least given a FAIR costumer service If being a VIB ROUGE should be treated like this I would rather not be part of it and don't shop in this location anymore. I was deeply disappointed and definitely upset about this location. I Deeply respect the policy of the store i just not expecting the attitude that the employees showed me definitely not gonna shop in this location anymore. I hope Sephora Management will take action about this concern.

Esq.; Pia

My name is Meredith Ingalls and I have held a VIB membership with Sephora for a few years now. I have always admired the customer service I have received from everyone, especially since I have always been provided with a resolution to any problem I've encountered with a product or service. Today (January 17, 2018) I called up to the Sephora store located inside Hamilton Place Mall in Chattanooga, Tennessee to ask if I was able to return a few products that I had received as gifts for Christmas even though I didn't have the receipt or the boxes that they came in. My mother had attempted to purchase a few things for me and I had attempted to use them, but after having a bad reaction to them since I have such sensitive skin I chose it would be better to just return them. I explained to the girl that I didn't expect money back at all since I knew I didn't have what was needed to issue a refund, but I'd be satisfied with store credit. I assured her that each bottle was completely full and that I could also look up the sku for each product online to make it easier for them since I didn't have the box. After the young lady put me on a brief hold to go speak with her manager, her manager came back on the line and told me they wouldn't mind issuing me store credit for the items but they would need to take some information from my drivers license. I told her that I was more than happy to provide the information she needed that I had, and that I would be making the trip to the store on my lunch break since it was approved.

Two hours later I showed up to Sephora around 1 pm, and first encountered a woman named Clarice. To begin with, she was the only employee behind the checkout counters and proceeded to chat on the phone for 5 minutes with someone about different things she had "been meaning to ask her about." She checked the woman out that was in front of me while she chatted on the phone the entire time, not even interacting with the customer at all. When she got to me she tried to see if I was checking out, but since I was holding a Sephora bag filled with products that had no box she realized that I was going to be an exchange. Instead of telling the person on the phone that she would call them back since she was working, she told me to wait while she finished her call. About 4-5 minutes later, she got off the phone and I proceeded to tell her all of the things I mentioned above. From that moment on I had the most horrendous experience I have ever had at Sephora.

Even though I explained the situation and explained that a manager had approved the store credit as a courtesy, Clarice refused to honor the return and stated that her manager had already left for the day so I was "out of luck." I tried to re-explain numerous times that the items were gifts I had tried my best to like, but I couldn't do it since it kept causing a bad skin reaction. She said verbatim, "You have absolutely nothing to give me. No box, no receipt, nothing. You actually have no way of even proving you purchased this fro us, and honestly, I doubt you even did." She was blatantly calling me a liar even though I had done NOTHING to provoke this and I have been a loyal customer who has spent money here for years now. I was absolutely humiliated as well because other customers were standing around listening to this woman accuse me of trying to steal from Sephora by returning things that didn't have the box. I kept asking Clarice if she could at least call the manager that had worked this morning so that she could vouch for me since I had just driven all the way out there and used my entire lunch break to handle something that should have only taken a few minutes. Clarice refused and said she would call her district manager instead. So she called her right in front of me and proceeded to ONLY tell her that a customer was in the store with no boxes and no receipts and wanted a REFUND for the products. She didn't tell her about the fact that I was only asking for a store credit which would go right back in Sephora's pockets, she didn't tell her that the manager had already said that it was fine as a courtesy since this happens a lot during the holidays, she didn't tell her the products were literally almost completely full... she didn't tell her anything that would make the district manager understand the situation at all. She tipped the scale in her favor because, for what ever reason, she didn't want to help me. Vonda (I believe that's what the district managers name was) obviously denied it, and Clarice got off the phone literally smiling at me and giggled saying that, "Just as I thought, it was denied." I begged for her to please be understanding because I have never been treated so unkindly by any employee of Sephora but she continued to say be condescending by saying, "Do you really not understand?"

Now, what I definitely DO understand is that I have worked in retail for over 10 years now, and I was a store manager myself for over 5 years. I know all about customer service and I have had to handle the repercussions from a bad experience between one of my employees and a customer before. I can honestly say that in over 10 years for working in customer service myself, I have never seen someone act as disrespectful, apathetic and straight up tasteless as I saw at Sephora today. "Word of mouth" is the best marketing tool out there, and this experience has made me want to tell everyone how poorly this situation was handled. To be called a liar in front of other customers, to be laughed at as if the time I had spent coming out there was a joke, and then to have someone talk to you as condescending as this woman was to me shows poor hiring skills as a company.

I would really appreciate if I were to receive a call from either the manager I spoke with this morning or from a district manager who can handle this better. I would prefer to never have to walk into that store again since I have been completely humiliated and treated like a criminal, but I also have no problem going back in there to speak with whoever I need to in order to make sure that this woman never treats anyone like that again. If she were my own employee then she would be gone. Someone who is that inconsiderate and rude doesn't need to be working in customer service. Everyone else in that store has always been so wonderful and pleasant, so I would really hate to have my entire experience ruined by this hateful woman.

Sorry for such a long explanation, but it was a very long interaction. Thank you.

On November 10 I submitted an online order and received a confirmation email. After 9 days went by hearing nothing, and seeing that the total amount was not showing up in my bank account balance as billed, I called and found out the order hadn't shipped and was essentially cancelled. (I was NOT notified by email by any of this, leaving me clueless to any problems with my order) I corrected the * potential * billing address issue with the representative and went through a lengthy re-order process with her on November 19. So, a second order of the same items was placed on November 19. Again, crickets. Nothing shipped to me, I received NO updates or alerts to any problems with my second order and my online account with Sephora showed again 'unsuccessful authorization.' I called again today to resolve the issue. I spent 30 minutes on the phone, mainly on hold then wound up somehow talking to UPS instead of Sephora and had no idea until I had badgered the poor girl for 20 minutes about my order she could not find. Never have I had any issues with Sephora, but this is such poor service, I am infuriated. I have now lost one of the items I initially ordered because it's no longer in stock. Your lack of updating people or alerting them to problems with their orders leaves them vulnerable to missing out on what they ordered to begin with. This is such bull [censor]. It is nearly one month since my initial order with you and I have ZERO to show for it, and suspect that this THIRD order with you of the same produc ts (save for the one now out of stock!) will wind up never getting to me as the last ones. What am I supposed to do? I want this rectified and I want my order overnighted to me, please. This is a reasonable request considering the lack of support you are giving years-long customers in their online orders.

Nov. 10 Order# [protected]
Nov. 19 Order# [protected]
December 7 Order# [protected]

I can be reached at 618.447.8333 or [protected]@yahoo.com

I usually don't write complaints. In fact I've complained to Sephora a couple times but get the generic response. I don't know why Sephora offers for you to pick samples at the end of your order when they do not pack anything you pick. You either don't get samples, get the wrong ones, or maybe get one right . It's not like they run out of the ones you pick either because I have received the ones that were not packed my box with the following order. Even the week weekly offers they can't get right. And when they run out of one they just choose NOT to put anything in your order. I spend literally over $10, 000 of year with Sephora. If you cannot even attempt to pack the samples that are picked do like Ulta does and just give a option for a variety bag of either fragrance or make up samples. I expect more out of Sephora because it's a higher end company but Lately the customer service and has been lacking. Just don't offer samples and throw whatever you want in

On Friday, November 10th I can into the willowbend sephora to purchase a few items. After picking up my items and going to the register to check out, I was constantly ignored by the staff as they proceeded to check out other customers but not myself. When I confronted the 'manager' named Lauren she never once apologized. She was extremely rude and seriously lacked customer service skills especially for the positions she supposedly holds. I have never in all of the time I have shopped at sephora been treated in such a fashion or way by staff. I am extremely disappointed and have not shopped there since. Will definitely be taking my business to places that value customers and customer service such as MAC and Ulta.

Sephora was having a VIB 20% off sale. I am a VIB ROUGE. I placed an order on 11/05/17. I receive my package to find that not one thing I ordered is in this huge box! There are 2 items in the box that are not even close to what I ordered. I call sephora to tell them this is unacceptable (someone obviously did this on purpose) and I want the items that I ordered. They tell me that the items are now out of stock and I am not able to receive them. I am livid and furious. This company is a billion dollar company and I definitely contribute by being a VIB ROUGE and this is what they tell me? Then they say we will give you a refund (well first of all...duh) but how do you expect to keep your customers when this is what happens? Also, I am really frustrated by the Sephora customer service representative who will not let me speak to a supervisor and keeps telling me that they have many calls to take. I feel as though their VIB status is a way to keep you buying more and that when an issue as such occurs they do not make you feel like you are VIB at all. This experience might actually keep me away from this company. I have plenty of room to take my business elsewhere.

Their customer service department seems to be understaffed and not trained enough, and moreover, some of them should learn English a little bit.
I've been having a hard time dealing with them since Friday 'cause they can't understand what I want.
If I tell you that I want to know where my order is, will you understand what I want? Of course, you will, you are not stupid.
I say the same words to their representatives and they just have no idea what to tell me.
It's strange. Are they under drugs or what?

Hi!

I ordered([protected]) few products on 9th Nov at 9:00PM according to Indian Standard time and i oreder from India to US address, but still the status is in progress, this is the second time i orederd again, initially when i ordered i got cancelled automatically now second time the status is unclear.

My request is that kindly either let me know the status or cancel my order because i ordered from India to US address and the receiver has to come back to India on 17th Nov so i want the product to get delivered on or before time otherwise my money got wasted.
Kindly revert ASAP.

Thanks
Neha Goyal

Someone stole my credit card info and used it to order from Sephora.com. I disputed the charge with the credit card company as an unauthorized transaction. Sephora.com responded that they concluded the transaction was valid. They claimed that they established a link between the email used and the billing address. This cannot be true because while the billing address was mine, the email address did not belong to me. They also claimed that they established a link between me and the person receiving he merchandise. This cannot be true either because the merchandise was sent to Atlanta, GA and I do not know anyone in Atlanta, GA nor have I set foot in Atlanta, GA. I don't know if they just have an extremely poor system for verifying customer information or if they are lying about my claim to get out of reversing the charge. Either way, it concerns me because of all the sensitive customer information they collect and I submitted a complaint to the California Attorney General (their US headquarters is in San Francisco). I urge anyone who has information concerning Sephora.com mishandling of customer information to also contact the California Attorney General and hopefully they will start an investigation.

My experience today was really depressing at 5 Times Square. I am a vib rouge and I already had purchased $209 worth of fenty new galaxy launch today during my work lunch break I came to 5 Times Square after 5pm after my work to exchange 2 of the eyeliners from fenty that I bought because they looked defective in the bottle the top residue appeared dried out I went to the fenty section no eyeliners were on display due to selling out and I didn't want to go through drawers without permission I looked around for 5-7 minutes trying to find a cast member to help me no one cared or acknowledged me. I even saw 2 leadership men holding the daily schedule papers in their hand I was waiting for them to end their conversation so they could assist me and they didn't care that I was standing next to them. I went back to fenty display and found a color artist by beauty studio and begged her to help me she was kind and did I told her there's no eyeliners on shelf and she grabbed the 2 from the drawer I needed I explained to her why I was exchanging my earlier purchase even exchange because they looked dried out she helped me open the brand new liners from the drawer to check and she noticed as well they looked weird she said they were settling to the bottom so I trusted her that the drawer ones were good and said perfect I'll take them and exchange I headed over to the registers to stand in line and here's where my time here at 5Times sq got worse, the loss prevention man was standing right next to the register line staring at me like he was about to murder me he was looking at me in the eye for 3 minutes I looked away then looked back at him he was still staring at me he called someone on the ration to grab a mobile to check me out before I steal the 2 liners, this other young lady came over to me asking if I'm paying with credit card I said I'm doing an exchange she seemed disappointed and said "oh... yea you have to wait for the real cashier" the sad part was when she walked away she didn't even ask the other clients in line to pay on mobile only me then walked away from the line all because the loss prevention man chubby, beard, short buzz haircut dark brown hair told her I'm a thief. I was just exchanging my defective eyeliners and I explained that to the color artist by beauty studio initially assisted me its not like I went behind employees back to open drawers open packaging and damage merchandise I did it with a color artist in front her with her permission explaining the defective issue with the fenty eyeliners. As a rouge I felt so humiliated unwanted in this store today, the loss prevention manager who was staring me down like a hawk while I stood in line was evil and totally had the wrong impression of me. He has his Nora/theif finding training all wrong! Because I'm a vib rouge i should be treated like your most valued customer I had a Sephora bag from the same day hours before with me with a $200 purchase and I was simply exchanging 2 fenty eyeliners that were defective. Even the cashier that did my exchange didn't smile at me was unfriendly and treated me like dirt I tried to make conversation that oh I love Rihanna her products are taking my wallet and made a joke and she didn't even care. All because your loss prevention chubby brown hair and beard man announced to the whole store I'm a Nora. Not only am I a vib rouge but I'm a former cast member as well, which is why when I was looking for a color artist to help me I ran into an account executive on the floor a brand rep he remembered me from my old Sephora store and we briefly chatted in a loving conversation. Little did he know I was being treated like crap at 5 times sq as a rouge client and being mistaken as a Nora all because I wanted to exchange a defective item. I had a terrible experience start to finish today at 5 times sq. Thank you for making me feel unwanted unwelcome and putting a Nora title on me. Next time I will never attempt to exchange anything in store and will simply get a refund and order online. I will not give my hard earned money to your store business anymore. Shame on you loss prevention fool manager.

For a brand that is synonymous with luxury and exemplary customer service, it is very very disappointing to have to write this.
When Sephora opened at the Bramalea City Centre (Brampton, ON), I was delighted to have it at a stone's throw. However each visit has been frustrating, upsetting and leaves me rather disgusted. On three separate incidents I have had to deal with staff that is arrogant and dismissive and far from helpful. Despite it being neither rush hour (less than 5 customers in the store) nor seasonal rush.
The latest incident (12 Oct 2017), had us wait for a colourist for 45 minutes, and this was after repeated requests to the staff. However while we were waiting at the bar, the colourist took on another client and said her manager told her to do so. I went up to the Manager, who brushed us off, and when I expressed my frustration, she offered then, to do the skin tone test.
By now had already wasted enough time and decided to select products ourselves. However when we approached the Fenty range counter, and spoke to the lady to assist us, she just turned her face as if we had not spoken. I repeated my request for assistance to help me select the right shade and her reply was, "It's there you can look yourself". When I said to her that her knowledge would be of great value, she smeared two shades which were as close to my skin tone as chalk is on asphalt( and this after being shown the results of the skin shade test).
Then she flippantly and very rudely informs me that FENTY does not make my shade, and turned around to applying her own makeup.

It is a pity when such staff not only sully a brand name, but also the prestige of a Mall.

The very next day I went to the Sephora outlet at Square one. The difference in the attitude of the Sephora ladies is stunning. They were friendly, warm, helpful and cooperative. A genuine pleasure to be served by them, which makes it quite clear that it is not Sephora's policy to play the elitist card, but shoddy pathetic management and untrained, unqualified staff that make the outlet at Bramalea City Centre a nightmare to shop at.

This brand has good products, but the way they operate leaves much to be desired. Nothing but disappointing.
I thought that things like that happened only on Chinese websites because they're poorly made. And never expected that Sephora would be the same.
I ordered several items and paid for them. But an email from them stated that the items were not in stock anymore. I checked my bank account and saw I was charged for my purchasing. I immediately called their customer service and they promised to give my money back as soon as possible.
So now listen: it's been 2 months and there's still no money.
Contacting them brings one result: they promise that everything will be ok, but in fact, they do nothing. They refuse to transfer me to the management.
I don't know what to do...

I placed an order with Sephora.com. They sent me an email stating they had processed the order. After several weeks I went online to check the order and found it had been cancelled. I called customer service and they stated it was cancelled because my address wasn't residential and they only deliver to residential addresses. After confirming my address I was put on hold for 20 minutes while they googled my address. I was told it was my P.O. Box and that I didn't live there. I went back and forth with them for another 20 minutes. The customer service person said they would reinstate the order. I agreed and hung up. 15 minutes later I get a confirmation with a completely different list of products. So I called back and was told the previous items I ordered were out of stock so they substituted other items. An illegal bait and switch. After another 20 minutes the customer service person finally agreed to cancel the order.

Sephora is a terrible place for shopping. Their excuses for canceling my orders are ridiculous. Why would you do it time after time? I'm so disappointed. I have no time to go shopping, so I order online. I adore Sephora, but their unprofessional attitude drives me away and makes me want to order from different places. The reasons you provide are wrong, you keep saying that my address is wrong because your system can't find it. Well, tell this to someone who put these addresses into your baggy system. Why is it my problem? if you fight for each client (you surely don't), you should find a way to satisfy them. There's no another way for you to get money.
Sorry, guys. I'm pissed off. Goodbye.