Sephora
Reviews and Complaints

Called Sephora at 2 p.m. on a Thursday -- specifically asked if they could deliver make-up by Friday -- leaving on a trip early Sunday, didn't realize I was out. Was clear to the phone drone that IF they could not do one-day delivery, I'd find time Friday to drive to a store nearby. He said it's before 3, if you pay for one-day shipping, you'll have it tomorrow. PAID for one-day shipping. Friday passes -- no delivery. Called customer service. First drone said well maybe we had some problems at the warehouse, maybe UPS. . . . . . . just a litany of lame "maybes." She hung up because she couldn't figure out how to answer the question: IF I ordered it on Thursday, isn't one day after Thursday . . . .. Friday. So why was it shipped ground, so it couldn't possible be delivered Friday. She was stumped. Second person explained, over and over, that ONE DAY does not mean one day. It means if you order on Thursday, it takes a day to process the order, which would be Friday, and then they don't work on weekends (seriously?) and so it would be shipped on Monday. When I pointed out to her that it had been shipped on Thursday, but ground . . . . she got stumped, too. At least she didn't hang up -- she agreed to give me a refund. WOW -- lucky me. I get to drive to a store which I could have done today, if they had only said we cannot get it to you on Friday. Their phone people are obviously untrained. The promise anything and when there's a problem, then they make up excuses until you give up, or they hang up. Never again will I use Sephora. Next time I'll buy directly from the product manufacturer. And I am -- joke -- one of their VIP VIB special customers.

I recently visited Sephora (Sydney. Australia) and I never ever had such a poor experience in a cosmetic shop…I will never buy anything from Sephora here in Australia! Most goods are overpriced; the service was not poor. I purchased three 50g face creams of Lancôme (Genifique) and asked if they have any samples as it is a norm to get something when you make a purchase overseas. In Paris, for example, I got about a dozen of different samples! In Sydney they asked me what I was after and what in particular I wanted to try and then they will consider if they will be able to give some samples. I explained that I wanted to try: Youth Day Crème, Spot Eraser and Advanced Time Zone Wrinkle creams if possible. Then….a Sephora representative took three small empty plastic boxes (probably about 5g) and put some cream for me OUT OF OPEN BOXES on the shelves!
I was just shocked; they even do not have proper new packed samples to give away!
She did not fill the small boxes but put only a few drops…. How any person is able to sample the product if it is only a few drops…

I placed an order online at Sephora .com. As usual they offer deluxe samples if you buy a certain product or buy a certain amount. I did this and the order came WITHOUT the deluxe sample included. I bought an extra $30 worth of goods and was lied to. Worse, this was the fourth time they have done this to me. Last time though, I am through with Sephora.

Today I went to return make-up at Sephora and was denied the return by The Retail Equation. I am appalled that Sephora is passing on my Drivers License info to this third party. I have been a loyal customer to Sephora since I started working at 16, going on 5 years now. My trips to Sephora were always something I treated myself to. Consistently, each year I have been a VIB; meaning I spend $500 or more in one year. In those five years, I can count on one hand how many returns I have made. I understand fraud issues, but I do not have a track record of even consistently making returns. I can go to Nordstrom or ULTA to get the makeup I want, I went to Sephora for the experience. I think it says a lot about a company when they feel its okay to subject ALL of their customers, even their loyal ones, to this illegitimate third party's approval of returns. Also, I think it is appalling that Sephora is not egen trusting their employees to make return decisions. I will be reporting this issue to the Attorney General. As for Sephora, I will be taking my business to Nordstrom. I have a Nordstrom credit card, where I can earn points and receive a note. They will also allow me to return a lipstick every once in a while. You lost a loyal customer Sephora; with the growing number of beauty retailers, I am sure "loyalty" is hard to come by. I hope my $25 lipstick w/o a receipt was worth the consistent $500+ I have spent and would have continued to spend.

Resolution Sought: I would like the Retail Equation to shove the "Return Denial" they gave me right up their pompous ###.

I went into Sephora today to apply for a job and left feeling awful about the experience. I'm a makeup artist and have been working as a makeup artist for a while now, so I meet pretty much any of the requirements that I felt they would want. I also know a few of the girls working at this location so I was feeling pretty good about going in there. When I went up to the cash desk to ask to speak to the hiring manager, the lady that was working there looked me up and down and then flat out told me to apply online because they don't take resumes in the store. I was about to mention I had a referral but she didn't let me get a word in. The tone she used while talking to me was very rude and then when she was done telling me I couldn't apply in the store she threw the slip of paper at me that had the address to apply on it and that was the end of our conversation. I feel like she could have been a bit nicer and actually let me get a word in edge wise but she made it seem like I was wasting her time. The way she looked at me when I went up to her made me feel like she was basing weather or not to take my resume simply by how I looked that day. I was told to bring my resume in by someone that works there so it just seemed off to me that she told me they never accept them. I'm just a little hurt by the whole experience and it's left me not wanting to work for that company anymore.

I ordered dress from Sephoraprom and paid about $800. After 3 months I haven’t received my order, so I contacted the seller and asked to provide money back. The seller promised to deliver my dress within several weeks, after that I again haven’t received it. I contacted the seller, and again some fake promises and excuses. I wonder if there are other people, who had the same experience. Can you provide any good piece of advice?

I hope this gets something done...Its to do with the incredibly rude behaviour of the staff at the Sephora outlet in Mall of Dhahran.
The first time I went there was to search for the perfect makeup kit for my wedding..which I found" on my own" after searching through their counters as the saleswoman who attended me could not speak English.I brushed it off thinking it no big deal and then at the counter was cajoled into applying for the Sephora Card Program as I was eligible and due to the pricey product, would get redeemable points.I was also getting mail on which 2 weeks ago, I completed their lengthy survey after which I was eligible for 2 free OPI nail polishes.I went back to the store and alas I had to ask for this product, since I just couldn't pick up the nail polishes and leave.The saleswomen whose attention I had to break away from her chatty co-workers looked at me, then as I was trying to tell her why I was there, proceeded to walk away to the opposite area of the store to look at the perfume stand.I went to the male cashier and asked for the manager, who he said wouldn't be there till one hour before closing time, he gave me a blank sheet of white paper on which I wrote down my complaint and since then I have heard nothing.And this is the last time I go back to that obnoxious place, for which I am sad since I liked their products.

I had make 3 purchase order through sephora online us and been rejected for no reason. They promised to refund money in 7 working days.
My first transaction is on Nov 19, yet until today DEC 5, I did not receive any refund and reply email from sephora.
I had been sending out alot emails, due to I currently in Malaysia, I am not able to call sephora toll free no.
I wonder when can I receive my refund, total 3 purchase is a large amount for me! I can't get my product, I can't get my refund and sephora didn't even provide me a reason of order cancel! I am very disappointed why such a global company will have such a bad services!

I came in to search for the right cleanser for my skin. I'm used to shopping at the Sephora at Metrotown and I've come to expect great customer service and friendly, well informed helpers. I spend thousands of dollars at Sephora and I'm a huge fan of the products it carries. So I expected the same thing when I went to the store at the Guildford location. I went up to an employee called Nina and asked her very politely if she could help me look for a cleanser. She instantly turned her back to me and leant over to arrange a product on the shelf. When she was done arranging it, instead of responding to my question she looked me straight in the eye and WALKED AWAY. She looked like she was offended that I asked her for help. The whole thing was pretty disgusting and unprofessional. My boyfriend who was with me was just as surprised as I was. The girl wasn't even busy in fact she circled around the area I was in and was talking to a fellow employee. I've never met this girl before in my life and I couldn't understand what induced her to behave like that towards a random customer. Sephora at Guildford mall really needs to reevaluate their employees. I'm seriously disgusted and from now on I intend to go out of my way and make a trip to Metrotown where the employees actually help the customers. The only way I'm going back there is if I knew that steps have been taken to correct this girl's behaviour.

I have spent a lot of money shopping on Sephora.com. They have a great selection, and the freebies you get with each order are awesome! Out of my many orders, I received only one with a missing item. Never the wrong item they are good about that. I called, was on hold for a long time, hung up. I emailed customer service and they said they can't do anything online, I have to call. With my busy schedule, I called a few times and was on wait for so long I couldn't complete the call. 6 weeks later I finally got through and the representative was RUDE as can be, told me I would be getting my money back in my account, 4 weeks later it still hasn't happened. Moral of the story: someone in the order fulfillment area signed the order, each item, but left out a 25.00 item and I have NOT been reimbursed. I will go back to ULTA.

I ordered perfume while shopping in Sephora Mall. They sold me the wrong. We sent it back when the company told us that they would send the correct one. However the perfume we sent back got lost in the post or so they say! They will now not replace the correct perfume or refund it.

I have mixed reviews. I enjoyed shopping at the sephora at the Jcpenny store, that I went to on Sunday, but yesterday I went to the main Sephora in Modesto and I left bummed. Usually I get great service from Sephora's associates. That is why I shop there a lot. I've been a loyal customer ever since they opened up the store in Modesto. I love the store and most of the products. If I need help I get it most of the time.

Yesterday was different though because I had to return something that I wasnt satisfied with. That's why I love Sephora because I can take back what doesn't work for me, but I tried to return this product and this time I was attended by the rudest self called manager
. She told me that I return too many products and that if I keep doing it I won't be allowed to shop there any more.
First of all, I don't return products just to return products. I keep most of what I buy there, but sometimes there have been things that don't work for me or aren't what I expected.
If I pay close to a hundred for a cream I expect it to work better than a drugstore cream and if it doesn't I don't want it! The worst part of it all was that the woman attending me said "you're never going to look like a supermodel". I know I'm not a supermodel! However I still like to take care of myself anywway. She was so rude.Besides that she's not supermodel herself. I don't know how people like that have jobs anywhere let alone at a great store like Sephora. I'll keep shopping there only because she's not the only employee and I love the store and they seem to want customer satisfaction, but I'll avoid her the supposed manager from now on. She ruined my day. I wont let her do it again.

I recently placed a large order on Sephora.com and selected 3- day shipping. After waiting 5 days for my products to arrive, I contacted customer service and asked for a refund for the expedited shipping charge of $3.00. A customer service rep emailed me back and said Sephora does not refund shipping charges, and 3-day shipping is actually 3-5 day shipping PLUS a 1-2 day processing time. So I basically paid Sephora $3.00 for normal 5-7 day shipping, and according to Customer Service, I am never getting that money back. Needless to say, I will never order from them again. I wanted to make other consumers aware of Sephora's "3-day" shipping so they avoid loosing money too.

I was shopping at was one of my favorite stores Sephora, (past tense) and Angela ( she called herself the manager) was so rude to her co workers, that I said to myself if the Manager treats her employees like this in front of the customers what does she do behind close doors. She needs to go back to some management training now. really I can go to Macy's and purchase same items without the rudeness.

I have never had a problem with Sephora.com until now. I stayed up in the wee hours on Black Friday to get the $10.00 deals. I bought two Adora eau de parfums and another product, then requested my three little samples. They gave me only one Adora parfum, didn't give me my other product nor the little samples. The person who packed it marked it like all items were shipped including the samples, didn't leave their packer number on the slip. Sephora.com did not contact me, I had to contact them when my shipment came. I was told via email that they were out of stock for the Adora parfum and would refund my money on that without offering me something else for same value with that deal, told me basically too bad on the samples and not even an apology about my missing other product! Told me I had to wait approx 10 days to get my refund. (We'll see if they do that). I have been a Sephora customer for years! I even introduced my 60+ year old mother to Sephora.com online, bless my sweet Mom's heart she just bought me a $100+ bottle of Chanel parfum for Christmas to have shipped to me and here I am realizing how jerky this business is. I have encouraged so many people to shop with them - well no more and the word will get out. Well I'm not happy! I feel the company knew for a fact they were shorting people on their Black Friday deals and taking our money probably hoping others may not notice. It is false advertising, period. I suggest all of you ladies who have troubles with Sephora stores and online, and any other company, to email or write to your State's Attorney General and the Better Business Bureau - trust me it works and it helps other consumers. Thank you for letting me vent!

I was at Sephora the other day, and one of the ladies working there was cussing, and my boyfriend told her to watch her mouth, so she rudely turned around and ignored him. I went up to her at this point, and asked if there was a problem, and she turned to my boyfriend and said "Get your dog on a leash." I have made it a GOAL to never shop there again. This was the most terrible experience I have ever had, and I am calling this woman in.

The manager on duty at the Valley Fair Sephora on Tuesday 11/17/2009 at 7pm was so rude! I bought the airbrushing makeup machine at the store but they were out of my color so I ordered online. I got it in the mail and it came broken. I went to return and the manger on duty said its not her problem and she doesnt work for the online store. All I wanted was a fixed makeup pod, i spent a lot of money on this machine. I dont know why the Asain manager on duty was being so MEAN! she told me that if i didnt like what she was telling me that I could go ahead and return the entire machine online... I didnt want to return it, I just wanted one that worked! :-( Now i regret ever buying anything at Sephora.

All I want is what I paid for, a working foundation pod color #6.

Do not purchase from sephora.com! I spent over $700.00 online at sephora.com, was supposed to receive countless promised promotions and free stuff after any purchase over $350.00... Contacted customer service 6 times to upgrade my online account status to receive said promos... Not one person could help me over a 2 and 1/2 month span of calling every 10 days! Sales associates even lied to me and refused to let me speak to a supervisor... Truly unbelievable. Take your business elsewhere folks.

Worst customer service at Sephora .com. They are probably the most unprofessional business I have ever had the misfortune of having to deal with. When a supervisor was unable to resolve my issue, I asked for her name in reference to the call, the 'supervisor' at Sephora.com replied "I already gave you my name at the beginning of the call", she then refused to give me an address to make a complaint to, refused to give me her supervisor's name, and then said that she was hanging up on me (and proceeded to hang up). When I phoned back to speak with another supervisor, my account clearly had notes attached to it, and I was left on hold for 20 minutes and then refused service. Now - you might think that I had been extremely angry during the first call, or maybe I did something to provoke this type of treatment. But, in reality, I just wanted to resolve my issue (concerning gift cards), and when one person couldn't take care of it, I politely asked to speak to someone higher up, as is everyone's right as a consumer.

I had been a long time customer and a "VIB" (a meaningless tag that is in fact a flagrant marketing attempt to create consumer loyalty). Once I am refunded the amount of my gift cards, I will definitely take my business elsewhere, and will let my friends know about this as well. I recommend Nordstrom - their customer service team is always professional, and they would never treat their customers in this manner.

Shame on you Sephora.com customer service management. You are an integral link to customers at Sephora.com, and your actions convey nothing more than a sham of a business.