ComplaintsforSephora

Skin Care

Additional Complaint Information

Customer Complaint:

BBB’s business profile for Sephora was created in February 2000. A review of complaints was completed in November 2023. Complaints on file state issues with gift cards, deliveries, and refunds. For BBB encourages consumer to review the following links, that include Sephora’s policies on gift cards, deliveries, and refunds.

https://www.sephora.com/beauty/giftcards
https://www.sephora.com/beauty/customer-service
https://www.sephora.com/beauty/same-day-delivery-faq
https://www.sephora.com/beauty/third-party-delivery-faq

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Initial Complaint
08/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
- product was ordered online and not delivered - contacted store, was told I would be refunded - have not been refunded - called the store — due to it being over 60 days, store is unavailable to process refund even though product was not received
Business response
08/08/2024
Dear Mariah,

To best assist you with your concerns, we’ve sent you an email to the address used in submitting your review.

We look forward to speaking with you directly.

Sincerely,

Sephora Client Services
Customer response
08/09/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Mariah W*******
Initial Complaint
08/07/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I returned my items back to Sephora in May and they arrived to Sephora on May 28th. Since then, I have yet to receive my money back from Sephora. I have contacted multiple times but they have continued to tell me to wait for the distribution center. It has been over 2 months, there is no way my order has not been processed yet. I have a feeling that they lost it and are trying to not give me my money back. I had a cousin who returned a few items by mail two weeks ago and got her money back within a week. For me, it has been over 2 months now and Sephora hasn't credited me for my return. I need action taken on this because this is blasphemous, they are clearly never going to give me my money back.
Business response
08/07/2024
Dear Elena,
To best assist you with your concerns, we’ve sent you an email to the address used in submitting your review.
We look forward to speaking with you directly.
Sincerely,
Sephora Client Services
Customer response
08/08/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Elena A******
Initial Complaint
07/30/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
see Attached document
Click here to Get the File - use the Password: ********
*****************************************************
Business response
07/31/2024
Dear Shannon,
We are sorry to hear you have had issues resolving your billing issue.
With the limited information provided with this complaint, we were not able to locate a Beauty Insider Account, nor any purchases in your name, in our system.
If you are referring to a Sephora Credit Card, please know that we do not have visibility on any client’s Sephora Credit Card account. ******** **** manages these cards and oversees any issues that may arise. Please reach out to ******** **** directly for further assistance; they can be contacted at *************
If it is a different type of credit card, unrelated to Sephora, we recommend contacting the issuing bank for help.
We hope this helps to clarify.
Sincerely,
Sephora Client Services
Initial Complaint
07/30/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On July 15, 2024 I submitted an order on sephora.com that included a $15 rewards credit. I entered the rewards code and it was listed as part of the order when I submitted the cart. However, when I received my email confirmation there was no discount included. I contacted them and was told to "just use my discount later". The discount expired that day so I could not and informed Sephora of that. I was then told it was too bad, they couldn't do anything. I was so disappointed and annoyed by this lack of service that I marked the entire package return to sender when I received it. I also informed their customer service that I would be doing so, but they ignored me. Per the attached documentation you can see I refused the delivery and they should have it back by now. I would like a complete refund of the order, $99.36.
Business response
08/02/2024
Dear Alicia,
To best assist you with your concerns, we’ve sent you an email to the address used in submitting your review.

We look forward to speaking with you directly.

Sincerely,
Sephora Client Services
Customer response
08/05/2024

Complaint: ********

I am rejecting this response because:
The email just said thank you for your business. The package was marked return to sender and delivered back to Sephora. Where is my COMPLETE REFUND?

Sincerely,

Alicia N***
Business response
08/06/2024
Dear Alicia,

Thank you for allowing us the additional opportunity to address your concerns.

In review of your order #************, we see the returned package was received at our distribution center on 8/5/24 and a refund of $99.36 was processed to the ****** account on 8/6/24. While the refund has been completed on our end, please allow 3-10 business days to reflect in the account, depending on your financial institution.

We appreciate you sharing your concerns. Your feedback regarding our policy and interaction with our Client Services team will be shared with the appropriate leaders for their review and to address the opportunities accordingly.

Sincerely,

Sephora Client Services
Customer response
08/07/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have now been fully refunded for the package I REFUSED. Nothing was returned.

Thank you

Sincerely,

Alicia N***
Initial Complaint
07/28/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am seeking my refund from Sephora. I have been waiting since March. They make it difficult to contact but I have the email confirmations that a refund is owed. I purchased and return the product in March and the refund is still pending. Please refund me asap.
Business response
07/31/2024
Dear Crystal,
To best assist you with your concerns, we’ve sent an email to the address used in submitting your complaint.
We look forward to speaking with you directly.
Sincerely,
Sephora Client Services
Customer response
07/31/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Crystal B****
Initial Complaint
07/26/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered Light Blue *** by *** online on *********** for my friend BD. When she opened it(her BD is July 16) The bottle neck was chipped and 1/3 of *** was missing.
Business response
07/30/2024
Dear Tatiana,
To best assist you with your concerns, we’ve sent you an email to the address used in submitting your review.

We look forward to speaking with you directly.

Sincerely,
Sephora Client Services
Customer response
07/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Tatiana H***
Initial Complaint
07/24/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to express my extreme dissatisfaction with the handling of my recent order #************ placed on July 20th. According to ***** tracking information, the package was marked as delivered on July 24th, accompanied by a delivery picture showing it was delivered to an address that is not mine. Despite this, Sephora has refused to issue a refund for the undelivered item that is worth $426.93. I have already contacted your customer service team regarding this matter, requesting that the issue be escalated or a claim be filed with *****. Unfortunately, I was informed that neither of these actions could be taken to resolve the issue. This situation is highly disappointing and frustrating. As a loyal customer, I expect better service and prompt resolution of delivery problems. It is not acceptable for Sephora to absolve itself of responsibility when clear evidence shows that the package was delivered to the wrong address.
Business response
07/25/2024
Dear ******,
We are sorry to learn there may have been an issue with your order, #************.
Your package, associated to ***** tracking #************, was delivered on 7/24/24 at 12:33 PM, to your front door. Because this order was confirmed as delivered by the carrier, we are unable to offer a reshipment or refund. We apologize for any disappointment this may cause.
Thank you for allowing us the opportunity to address your concerns, and we hope this information clarifies.
Sincerely,
Sephora Client Services
Customer response
07/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
07/23/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On July 12th I purchased (1) lip balm online and was awaiting it's delivery which was scheduled for July 15th. To my surprise the post office didn't leave the package in my mailbox but left me a slip indicating that the package arrived damaged and was to be picked. Upon arrival the mail attendant let me know that the package was empty and had damage to the envelope which was handed over wrapped in a plastic bag. I contacted Sephora to ensure that they were aware that my package arrived EMPTY and damaged and that ****** **** needed them to file a claim because they were the shipper. When I contacted Sephora with photo evidence they denied me and refused to refund me or file a claim about the clear damage and missing product.
Business response
07/31/2024
Dear Jasmine,
We are sorry to hear there was an issue with your order, #***********.
As the carrier marked your package as damaged, we have processed a full refund to your credit card. You should receive an email confirming the refund shortly.
Please note, it may take several days for the refund to post on your end, depending on your financial institution. We recommend reaching out to your bank directly with any questions about this time frame.
Please contact Sephora Client Services with any further questions. They can be reached through chat via *********** or by calling *********** ***************).
Sincerely,
Sephora Client Services
Customer response
07/31/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Moving forward I would appreciate less of a hassle in the future especially if I have evidence to support my damage claim.

Sincerely,

Jasmine H***
Initial Complaint
07/23/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
7/22/2024 I am extremely dissatisfied with Sephora's service. I placed an order and chose to have it shipped to a freight forwarding address. Unfortunately, the delivery company used, ****, abandoned my package on the street in poor conditions, as evidenced by the attached photo. Despite my attempts to contact ****, I received no response. Sephora's policy does not provide any accommodations for issues with freight forwarding addresses, which has left me with lost products and no resolution. The lack of accountability from both Sephora and the delivery company is unacceptable. I am now out $142 and have no way to recover my products or get a refund. I would strongly advise against using Sephora's service, especially if you plan to use freight forwarding. Their customer service has been unhelpful, and the delivery partner they use is unreliable
Business response
07/29/2024
Dear Maria,
To best assist you with your concerns, we’ve sent you an email to the address used in submitting your complaint.
We look forward to speaking with you directly.
Sincerely,
Sephora Client Services
Customer response
07/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Maria L******
Initial Complaint
07/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Order #*********** Sephora is refusing to refund me for sending me the wrong item.Instead of the "Kosas Chemistry AHA Serum Deodorant - Serene Clean - ITEM *******" I was sent the "Origins GinZing Refreshing Scrub Cleanser".I selected the wrong item sent return reason and sent back the Scrub Cleanser along with the "Kosas Chemistry AHA Serum Deodorant - ****** Clean - ITEM *******" as after a small patch test I experienced a burning sensation. I was refunded for the "Kosas Chemistry AHA Serum Deodorant - ****** Clean - ITEM *******" but not for the wrong item sent.Customer service keeps telling me that the returns warehouse did in fact receive ITEM ******* but that it was severely used! How can it be used when I never even received the item in the first place and I sent back the Scrub Cleanser completely untouched!I did some research and it seems like they flagged my account because a previous Order #*********** was stolen/missing because the delivery driver did not safe drop my package and left it outside of my apartment building. This can clearly be proven by the delivery proof pic available on the Sephora tracking page which I have attached for you to see. You are literally stealing my money if you keep both the Scrub Cleanser and refuse to issue my refund. I should not be penalized for one lost package that Sephora was reimbursed from by the carrier.Please issue the $24.86 refund back to my MasterCard as I have returned back all of the items sent by your incompetent warehouse. If I do not receive the refund I will be filing a chargeback with MasterCard.
Business response
07/24/2024
Dear *******,

Were sorry to learn of your frustrating experience with a return from order #***********.

In review of your return that was received at the ******************* on 7/9/24, it was determined the incorrect product was returned back to us, and it was more than gently used.Due to this reason, we are unable to provide a refund.

Please note, Sephoras return policy states that all returns are subject to validation and approval at Sephoras discretion. If a return is not approved for any reason, the item or items may not be returned to you. A link to our full return policy can be found below if you wish to review the policy further.

*********************************************************

Thank you for allowing us the opportunity to address your concerns.

Sincerely,

Sephora Client Services
Customer response
07/24/2024

Complaint: 22013233

I am rejecting this response because:
You literally did not read anything I wrote! You sent me the wrong item so I sent it back to you! The wrong item was completely unused/untouched! You are refusing to help me so I will go ahead with the chargeback.
Sincerely,

*************************
Business response
07/25/2024
Dear *******,

Thank you for allowing us the additional opportunity to clarify.

As mentioned in our initial response, Sephoras return policy states that all returns are subject to validation and approval at Sephoras discretion. If a return is not approved for any reason, the item may not be refunded or returned to you.

The return that was received at the ******************* was the incorrect product you had received but it was more than gently used. As a result, Sephora is unable to refund or return the product.

For your convenience, we have listed a link to our return policy.

*********************************************************

Sincerely,

Sephora ****** Services
Customer response
07/26/2024

Complaint: 22013233

I am rejecting this response because:
Again, the Scrub Cleanser was unopened. I returned it back exactly how it was sent to me. You can even see in the pictures the product is full.
You are refusing to properly investigate the matter and I will NEVER be shopping at Sephora again! All over a measly $25 refund!

Sincerely,

*************************
Business response
07/29/2024
Dear *******,

We apologize for your disappointment that a refund cannot be processed for the returned product, as it was more than gently used.

Please know your feedback has been documented to share with the appropriate leaders, so we can continue to improve the client experience.

Sincerely,

Sephora ****** Services

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