Sephora
Reviews and Complaints

I have been a steady customer since they came to NY Recently I bought several things including a Stila primer, whose pump didn't work. I tried to exchange it the following day, with the receipt, my credit card and my'beauty insiders card'. They wouldn't exchange it without 'state issued i.d.'. They didn't need onethe night before when I spent the almost $100. I wasnt asking for a refund nor a credit -merely a functioning bottle. They lost me forever.

I called Sephora, asked if UPS Ground requires a signature, as I work full time. I then placed a several hundred dollar order. I called customer service and again verified that no signature would be required, I was assured everything would be fine. Guess what-- I checked UPS online and discovered they were unable to delivered as there was NO ONE TO SIGN. I now have to drive 20 miles to UPS to get my package. Sephora doesn't know what to say other than UPS says I can pick up my package with a government issued id. I live in a good neighborhood. I will never order from Sephora again.

The first time I went to Sephora - I loved it. I was treated like royalty. I am not pretty or rich... I was truly amazed. Then I went to another Sephora and was treated like crap. NONE of the employees acknowledge me or anything.

They gave me looks like - what do you want. I left feeling like crap.

My mom & me have been a loyal Sephora customer, & one product that we constantly need & buy is the double compact mineral foundation: D35. We have been to two locations in San Antonio back & forth since October 2009 trying to find this exact foundation in stock & they never have it. Employees keep telling us, "they have no say in their stock order & the Sephora headquarters send us whatever they want." I find this to be soooo ridiculous & I don't understand how a large makeup company cannot carry one specific foundation for several months, & how there is no idea when they will get shipped anymore. I'm tired of ordering it online & paying for shipping, plus I have to wait several days for it to come in instead of shopping like a normal person at the store. I hate shopping online! Sephora is a joke & the employees they hire are airheads who don't care about customer service.

I usually order online from them, but I moved and now live by one. So I went in there for the first time and was really excited. But as soon as I walked in the employees looked at me like I didn't belong and didn't ask if I needed help.

Since it was my first time I didn't know where anything was so I was wandering around like a lost puppy and they still didn't say anything to me even though they looked right at me.

Finally I asked where a product was and they were very relucant to help. The person I asked was just standing around and wasn't doing anything, not even talking to another employee. As I walked toward her she had this look like "omg what do you want?"

Anyway, I'll never go there again, I prefer Ulta anyway. Oh and I was dressed nicely and my makeup was done well so it's not like I was in jeans and a tshirt w/ no makeup, so idk what their deal was.

Placed an order online. Wrong items received (January 20, 2010). Called immediately and I was told that there was a computer problem and the order number of the item I wanted was linking to another item, the one I was sent. I was told to reurn the item (this was done the next day - January 23, 2010) and my VISA would be credited immediately--I was told tthe credit would be processed immediately because the error was Sephora's, not mine. I was also told my VISA would be credited for the return shipping costs since the mistake resulting in my returning item was Sephora's). Because I still wanted the item I originally ordered, I was told they would get in touch with me when the computer problem was fixed and I could re-order. This was done and my VISA was charged (that was fast!). A month later, and I still haven't received the credit for the original error/return nor have I received the credit for the return shipping costs. I am told the credit will be put through now and I can expect to see the credit on my VISA in 7 to 10 business days. I have had no explanation for why the credit is just being put through now and why it wasn't put through immediately as I was told when I first called on Janaury 22, 2010. Do they only credit an account after several upset phone calls? Will I be calling Sephora again in 7 to 10 business days asking again when I can expect to see the credit?

I won't be taking the risk of ordering from Sephora again.

I am very disturbed by the things I see from sephora and its employees i am a professional person whom makes 7 figures and I am african american they follow you around the store, they do not give me the same service as other clients, they assume your stealing, they talk about you on the radios they wear on their ears. they treat you in a very discriminatory way. I travel and it is not just one location it is company wide. Its sickening and I personally plan to take action and make sure that people know what their doing and find out just how many others they are doing it to.

I made a purchase online at Sephora on December 14th. The website stated all orders would be fufilled within 1-2 days. After 4 business days I called and was told they were "behind" and they would ship my order that evening. The next day my order still had not shipped, I called again and was told someone would call me back. No-one called me back I called again and was told they couldn't tell me when my order would be shipped and I could not cancel my order, however a supervisor would call me back. Of course, no-one did. I will not have my products by Christmas. Sephora has extremely poor service.

I was falsely accused of felony theft at Sephora. I was physically attacked by a 250 pound man and a large woman not in clothing which would indicate they worked for the store. I was detained, my personal belogings thrown on the floor, and I was informed that if I did not have a receipt for every item I had in my bag that it was a theft.

I spent 16 hours in Jail and am going to be taking this to the highest level I can. The Loss Prevention Manager ANDREW is not of sound mind. He freely spoke in my presence about trying to be hired as a NYC police officer and not passing the psychiatric exam.

If anyone reading this has had a similar experience in this store please post about it. I am not allowing myself to be falsely accused, and professionally destroyed by a person who is unprofessional and mentally unsound.

Thank you.

I recently purhcased a product from sephora and they sent me the wrong product. On my invoice, I ordered the Murad Clarifying Cleanser, however, I received the Murad Clarifying Toner. I contacted customer service about the mistake and I sent back the item. However, it has been 4 weeks, and I still have not received the correct item. I contacted customer service, and they have not been helpful at all!

I ordered 2 trial size items online and returned them the same way. When I did not receive my refund they 1st claimed they did not receive the return. Later they claimed they did find it. Then they said that they did not process the refund because the trial products were empty. I know this is NOT true. I know I did not return them empty for a fact! Yes, I had tried them. Then the girl says they were mostly empty. Each time I had to call and argue. Finally they said they would return the package back to me. But no refund. That was a month ago. When I called again today they are now telling me that only 1 girl had been handling my issue and that she's not in so that there's nothing I can do but to call back AGAIN and discuss the issue with her. No one else would help me as they said it's all hers and only hers and that when 1 person handles the issue they have to follow through themselves and that no one else can handle. The person who I have been dealing with is Caroline who is rude and obviously makes statements and judgements without actually looking into it herself. I had asked her at the last call if she had seen for herself that the bottles were empty or mostly empty and she said "no" that she had only taken what a warehouse worker had told her. RIDICULOUS. I DON'T HAVE A REFUND OR THE PRODUCTS RETURNED AS SHE STATED!

I should at this point have learned my lesson with this store as they are always so rude, nasty and condescending. However, certain things I can only get at Sephora and have had to resort to buying online as I REFUSE to enter their store and be treated like garbage. Well, colors and products are not always as they appear online and so I sent my husband in to return some things today. They told him, "it would be much easier on everyone if your wife didn't buy Sephora merchandise any longer as she obviously does not like any of our products. We lose a lot of money taking things she doesn't like back."

Excuse me? I thought they were always so happy to return anything with or with out a receipt. They pride themselves on this.

Their staff crosses the line every time. I've contacted their corporate office many times and they are just as bad.

I would not purchase any item from Sephora until I know I love it and second thing, I am willing to swap or sell it if I'm not happy with my purchase. They do not seem to have any written policy for returns of items purchased with gift certificate. I purchased an item from them, I didn't like it really as it was not what it was shown so I phoned them, a rep told me that my refund check will come in within few day. They didn't send me check as told so I called them again this time someone told me that I will receive another product in exchange. I thought of taking chance and call them one more time as still there was no product. This time the rep was surprised that someone had told me I will receive a product in exchange!.. Finally it worked out, I receive my product and also got charged $25 for that product!...

I usually order online from them, but I moved and now live by one. So I went in there for the first time and was really excited. But as soon as I walked in the employees looked at me like I didn't belong and didn't ask if I needed help.

Since it was my first time I didn't know where anything was so I was wandering around like a lost puppy and they still didn't say anything to me even though they looked right at me.

Finally I asked where a product was and they were very relucant to help. The person I asked was just standing around and wasn't doing anything, not even talking to another employee. As I walked toward her she had this look like "omg what do you want?"

Anyway, I'll never go there again, I prefer Ulta anyway.

Oh and I was dressed nicely and my makeup was done well so it's not like I was in jeans and a tshirt w/ no makeup, so idk what their deal was.

Today I went to Sephora at the Boca Raton Mall. I was looking at some scrubs and decided to try a few testers. As I opened one tester scrub, (that said "try me, " )on it, the oil from the container immediately spilled onto my new Prada handbag. There was more that spilled onto the floor. With noone around to help, I grabbed a towel that was displayed on the chair of a beauty consultant who said she "didn't work for the store." She didn't initially want to give me that towel, but she couldn't find anything, so I just used it quite carefully, same as I had opened up the "try me " container. I asked for a manager. The "consultant" went to get her, and said she was coming. Noone ever came out. When I asked her about this manager seeing me, she said that there is a manager at the desk area. I then went to the desk/register area and asked the only human being behind the counter if he was the manager. He sort of didn't indicate if he was one way or the other, but then I learned the manager was in the back, still. When she finally came out, I had showed her what had happened and where, and from what tester. She totally doubletalked me! She started to open other testers from the same line, saying and showing me that there was oil in all of them. However, I told her that the tester I opened was "loaded" with oil that spilled onto my new Prada bag. The tester she opened has less oil in it. She said to have it dry cleaned and that Sephora would foot the bill. Then the pseudomanager(guy from behind the register) came over, and said to use alcholol. The real manager said no to the alcholol, but to use "seltzer water." I told her I would have to then go to Prada, another inconvenience on my part. I asked her for her card. She left, said she would be right out. However, she never came back out. The "consultant" contacted her via phone/or whatever contacting devive she was using, and she she was downloading the form for me to fill out. I waited, but she never did come out. I left my name and address with the "pseudomanager" and told him to tell her her mail me the form. Now...my bag is completely ruined since they do not take appropriate care of their testers. Mind you, I had my son in the carriage all this time. When I got home, I realized that my eyeliner wasn't in the bag. I called, spoke to the "guy at the register, " who told me he had it at the counter! He didn't even put it in the bag!He even had my phone number as I had given it tohim to give it to the "real manager" who never came back out from downloading the "form." I asked him to mail it since I wouldn't be able to get back to the store anytime soon. I never did hear from the manager. Now..I have a ruined bag, due to carelessness on their part. Am I surprised? No, actually. The store is disorganized, short of help (which is okay me me considering the economy), but atleast keep the store neat and testers 'customer safe and low on the oil when opened.' The products appear unkept, messy. When I asked if there was anything I could used to further wipe my bag, they indicated that there was not.However, they had no problem having someone clean up the rest of the oil(and alot of it) that fell to the floor. (Safety reasons, I understand, but take care of the customer, too.)I asked for their policy of the matter, and the manager didn't answer. My bag may for forever ruined, I may have been doubletalked, I may have been improperly helped. However, one more thing I do know, I will NEVER, EVER buy one more Sephora product.

I placed 2 orders the same business day back in May of this year, called the company which they say they have no record of and actually told me my merchandise would be then fed-ex to me so to make sure I received it. Still to this day have not received it and they are telling me they are not going to do anything about it. I have placed nearly 50 orders from this company over the internet and still they are unwilling to help me when I didn't receive what I paid for.