Business Profile

Skin Care

Sephora

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB’s business profile for Sephora was created in February 2000. A review of complaints was completed in November 2024. Consumers with issues related to their order are urged to review the following links.

Order Status & History & Sephora Customer Service.

Complaints

This profile includes complaints for Sephora's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

961 total complaints in the last 3 years.
349 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/06/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint against Sephora for refusing to issue a refund for returned items while also keeping the products I paid for, leaving me with neither my money nor my merchandise. I returned three products (two foundations and one hair spray) from order #************ within Sephora’s 30-day return window. All items were lightly tested—well within what their return policy defines as “gently used.” Despite this, Sephora claimed the items were "more than halfway used," which is completely inaccurate. I was told their distribution center makes the final decision and that “due to system limitations,” the items cannot be returned to me or reassessed. I have no way to verify this vague determination, and their customer service refuses to escalate or resolve the issue. This process is completely opaque and one-sided. I believe this violates fair trade practices and customer rights. I am seeking a full refund.
Business Response
Date: 05/07/2025
Dear Luning,
We are sorry to learn of your recent return experience.
In review of your account and the order, we see you were assisted by our Client Services team earlier today.

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

Sincerely,
Sephora Client Services
Customer Answer
Date: 05/07/2025
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,

Luning
Initial Complaint
Date:04/28/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order I placed was delivered to the incorrect address. I’ve contacted Sephora on 4/24 after completing my 4 days 12hr shifts IN Chicago,IL. With no resolution. I contacted them again on 4/25 & the customer service rep advised me that the package was delivered to the wrong house & that I will receive an email within 3-5 business days. Contacted Sephora again today & advised me to contact the carrier in which I did. The carrier then referred me back to Sephora. I contacted Sephora via text & again they have started that they are unable to assist me. My package was clearly delivered to the wrong address and as a paying customer ALL I WANT are the ITEMS THAT I PURCHASED or refund me the amount I paid.
Business Response
Date: 04/29/2025
Dear Dezarae,

We apologize that you haven’t received this order.

Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to the address listed when submitting your complaint.

We look forward to assisting you more directly and resolving your concerns.

Sincerely,

Sephora Client Services
Initial Complaint
Date:04/23/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint Summary: Sephora gift card purchased with cash in-store showed $0 balance when attempting to use it. Despite months of follow-up, issue remains unresolved. Complaint Details: In January 2025, my father purchased a $200 Sephora gift card in-store using cash. In February, I attempted to use the gift card to make a purchase online, but it showed a $0 balance. I had never used the card prior to this attempt. I immediately contacted Sephora customer service and provided all requested information, including the date of purchase, details of the card, and the attempted transaction. I have followed up numerous times over the past three months, but the issue has still not been resolved. I have not received a refund, a replacement card, or a valid explanation. This has been extremely frustrating, and I feel that Sephora has mishandled the situation. I am requesting that the full value of the gift card ($200) be restored or that a new gift card be issued in that amount. If this issue is not resolved promptly, I will consider taking further action with additional consumer protection resources. Thank you for your attention to this matter.
Business Response
Date: 04/23/2025
Dear Naydelin,
We are sorry to learn of your frustrating experience with your gift card.
Please provide the gift card number so we can look into this further. Thank you.
Sincerely,
Sephora Client Services
Initial Complaint
Date:04/22/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 22, 2025, I got a phone call from someone claiming to be from ICE and the ******************************. They told me I had issues with my immigration status and would be arrested if I didnt cooperate. I searched their phone number and it matched the official ICE and police numbers listed online, so I believed it was real.They instructed me to go to Sephora and buy five gift cards, totaling $1,250. After I purchased the cards, they demanded that I read them the card numbers and PINs over the phone. I was scared and followed their instructions.Soon after that, the full amount was stolen from the gift cards. I filed a police report and submitted a report to the ************************. My FTC Report Number is *********.I contacted Sephora and explained everything, but they told me theres nothing they can do because gift cards are treated like cash. I also called Discover (my credit card company), but the transaction is still pending, so I cant file a dispute yet.This is a clear scam. I dont care how or where the cards were usedI just want my $1,250 back.
Business Response
Date: 04/23/2025
Dear Zihan,

We understand you recently fell victim to a scam involving gift cards and we are sorry to learn about this. Please know that the *** has been alerting consumers that gift card scams have been increasing in frequency, and we invite you to view their notice for more details.

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

As per our Gift Card Terms & Conditions (*******************************************************)and the policy on the back of your Gift Cards, no refunds are permitted with respect to Gift Card purchases. As the cards have been fully redeemed and Gift Cards are treated like cash, we are unable to assist with any recompense nor refund. We apologize for any disappointment this may cause.

We understand youve already filed an *** report and police report regarding this incident. We recommend also reporting this incident to the following organizations, if this has not been done already, as they would also be the appropriate partners to provide any next steps and resolution.

- ************** institution

Sincerely,
Sephora ***************
Customer Answer
Date: 04/23/2025

Complaint: 23238539

I am rejecting this response because:
I was the one who swiped the card, but it was absolutely not voluntary. I was on the phone with someone who claimed to be from ICE and the ******************************. They told me there was a warrant for my arrest due to immigration issues, and that if I didnt cooperate within 30 minutes, they would send police to detain me.
The caller ID displayed the official number of the police department, which I verified online. Thats why I believed them. Under extreme pressure and fear, I purchased the Sephora gift cards as they instructed and gave them the codes.
Even though I physically completed the transaction, I did so under coercion and manipulation. This is not a simple case of buyers remorseit is documented fraud under threat. Sephora should not ignore this reality simply because their terms and conditions say gift cards are like cash.

Sincerely,

***** ***
Business Response
Date: 04/24/2025
Dear Zihan,

We again apologize for this disappointing experience, and we appreciate the additional opportunity to provide clarification.
As the Gift Cards have been fully redeemed and Gift Cards are treated like cash, we are unable to assist with any recompense nor refund. However, we suggest reporting this incident to your financial institution, as they would also be the appropriate partners to provide any next steps and resolution.
Sincerely,
Sephora Client Services
Initial Complaint
Date:04/20/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a gift card from ********* on 4/17/25 for Sephora for $25.00. My daughter tried to use it on 4/19/25 at Sephora in *********, **. The cashier told her that it did not work because it only contained 14 numbers (16 required). ******* stated that this is an ongoing problem with gift cards sold at ********* and to call 800 # on the back of card. I called ************ and was told they could not help and had to call Sephora **************** at ************. I then called the second # and after the *** was not helpful, I requested to speak to a manager. I then spoke to **** and was told to forward all relevant documentation to ******************************************* I emailed the original receipt and photos of card and packaging it came in. I received a ***ly stating they do not ***lace lost, stolen or damaged gift cards and perhaps call my bank. My card is none of those and was sold to me in a sealed envelope with only ************************************************************************ $25. It should not fall on my bank. This appears to be a complete scam by Sephora. I chose the address of what I believed was the headquarters of Sephora. The issue is with the ****************, not the store in *********, Il.
Business Response
Date: 04/23/2025
Dear *******,
We apologize for your frustrating experience with your gift card.

Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to the address listed when submitting your complaint.

We look forward to assisting you more directly and resolving your concerns.

Sincerely,
Sephora Client Services
Customer Answer
Date: 04/28/2025

Complaint: 23228179

I am rejecting this response because the after Sephora reached out to me they provided me with the full number of the gift card I purchased. I went to their website to use it, and it has a 0.00 balance.

Sincerely,

******* ******
Business Response
Date: 04/29/2025
Dear *******,
We are sorry to learn of your experience, and we have responded to your email to further assist you.
Sincerely,
Sephora Client Services
Customer Answer
Date: 04/29/2025
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
Date:04/18/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello. A very large order is lost or stolen. ************ — You can view the tracking. It hasn’t left another city for a week. It was supposed to be here prior to April 15th. When that date didn’t happen it moved to April 18th. This package has not moved in a week. When trying to have this package found I was told by **** there is a known legal/national news issue with this hub and there is nothing they can do to help me. They could not track the package and had no further info for me. When I reached out to your customer service today I was told because they had helped me in the past with an issue they are not helping me now. I’ve included screenshots below. You are illegally charging me for an order that did not arrive. You can see it has never made it to my actual town. I am not at fault for the issues with your shipping partners. Why are you illegally keeping money paid by customers who do not receive their orders? That is theft. Please urgently address this issue.
Business Response
Date: 04/23/2025
Dear Liz,

We are sorry to learn of your frustrating experience with your order, ************.

After careful review, we are glad to see the order has now been marked as delivered to your shipping address, via ****, on April 19, 2025 at 2:44 pm.

We apologize for the inconvenience caused and we hope this information clarifies.

Sincerely,
Sephora Client Services
Initial Complaint
Date:04/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have spent days trying to get a resolution and no one will help. I received two $250 gift cards for my birthday. When I attempted to peel off the security thing to reveal the gift card number, it came off. Given this is a design flaw from SEPHORA and there are numerous people stating this, I requested an alternative way to redeem them. I was directed in store and went to three different stores of which the closest is 40 miles away. They could not help and directed me back to customer service to call or chat. I was told that I damaged the cards and they refused to assist. I provided photos of the cards. I requested e-gift cards and still no one will assist me. The fact that this is such a common recurring issue and still there is no valid resolution is ridiculous. I want the $500 loaded to my account or e-gift cards sent. I have attached a photo of both cards and the numbers I can make out.
Business Response
Date: 04/22/2025
Dear Brandie,
We are very sorry to learn of your experience with your gift cards, and that the full gift card numbers were not visible when you removed the protective strip.

Gift cards can be tampered with by fraudsters at the retailers where they are purchased. This fraud affects all retailers, and we are working with our Gift Card vendors and retailers to combat these scams.

For victims of this fraud, seeking restitution through financial institutions is the best option. If the gift card was purchased with a credit or debit card, the financial institution may offer fraud protection. Unfortunately, if the gift card was purchased with cash, there is no solution.

We recommend checking in with the person(s) who gifted you the cards as they may be able to receive restitution from their financial institution by advising them that the product they paid for (gift card) is not usable as expected.

We apologize for any inconvenience and hope this information clarifies.

Sincerely,
Sephora Client Services
Initial Complaint
Date:04/18/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a gift card for a co worker for Christmas in the amount of $250 The grift card that the sales Person handed me. With my receipt I gave to my co worker. She tried to use it and it said 0 amount on the card. So I came into the store and they files a claim with their fraud dept. They show on my account that I purchased one for $250 in Dec 2024. They called me the next day and said the gift card number that I gave my co worker didn’t match the one I bought from them. I said well the one your sales lady handed me is the one I gave her. So I said well does it show the one that I did purchase was is used? They said NO the amount is still there. So I said ok can you re-issue me one then and void that one? They said NO. She said she was calling me just to tell me that the one I brought back to the store (the one my coworker gave back to me) was not the one I purchased. I only purchased 1 and that was the one that was given to me. So I’m thinking the sales lady gave me the wrong one and not the one she scanned at checkout. When I came into the store the sales lady said this happened to another customer as well. So basically they still have my $250 that was charges to my ******** ******* that I have a copy of. Any they said whatever gift card was attached to that sale was NEVER used. So they just keep my $250 for free? That makes no sense. They can see the purchase was made under my account **********
Business Response
Date: 04/21/2025
Dear Cheri,
We’re sorry to hear about this experience. Can you please provide the 16-digit gift card number and a picture of the receipt so we can look into this further?
Sincerely,
Sephora Client Services
Customer Answer
Date: 04/21/2025

This is a screen shot of my ******** ******* recite of purchase. I don’t have the paper receipt since I purchased it in Dec for Christmas gift and fave the receipt to the recipiant. But I purchased it under my rewards #********** it shows up. The ******* ***** store where I originally purchased the card said they found the transaction under my rewards # and sent it to fraud dept. the store called me back just to tell me that this card doesn’t match the one I purchased. this is the only card I was handed at time of purchase. So she said the ONLY reason for her call was to tell me that it didn’t match. OK so what’s next? She said nothing! So I asked well does the actual card that was purchased show it was used? She said no it still shows avail bal of $250. So I asked her if they can void that and reissue one. She said NO. Then she said she doesn’t think anything else can be done. So I told her I would contact Sephora or my ******** ******* card. She was ZERO help. She was acting like I was trying to pull a fast one!? How? I’m the one OUT $250.
this experience has been miserable. Especially since I buy this every year for my co worker.
sad.

Business Response
Date: 04/23/2025
Dear Cheri,

We apologize for this experience.

Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to the address listed when submitting your complaint.

We look forward to assisting you more directly and resolving your concerns.

Sincerely,
Sephora Client Services
Customer Answer
Date: 04/23/2025
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,

Cheri N*****
Initial Complaint
Date:04/17/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Sephora gift card in the amount 100 dollars. When attempting to use the card, was informed that the balance was zero. Contacted the customer service and was told the card was used on November 9th prior to my purchase( Purchase on December 20th). **** into the store to speak with management and provided the information from customer service. Management directed that I contact customer service (again). This was done over and over and the merry-go-round of customer service back to ********************** (within ******) and back to customer service without any resolution. A letter was penned to Sephora's **************** and still awaiting resolution.
Business Response
Date: 04/19/2025
Dear *******,

We are sorry to learn of your frustrating experience with your gift card. Can you please provide the 16-digit gift card number so we can research this further?

Sincerely,

Sephora Client Services
Initial Complaint
Date:04/16/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im filing a complaint regarding Order #************ from Sephora, which was delivered missing three *** ****** Art of Oils Sets. The total retail value of the missing products is $216, and I purchased them during a 20% off sale, which brought the total I paid to $172.80. I paid in full and never received the items.I am a Rouge customer and have experienced multiple order issues in the past. However, this complaint concerns a current fulfillment error, and Sephora has now refused to issue a refund for this orderdespite clear evidence that it was incomplete.I contacted Sephora customer service and spoke with three separate agents, including a supervisor. Each of them ended the chat without providing a resolution.I explained that this issue is not related to past accommodations, and that the package weight clearly shows the missing items were never included. I also offered to provide chat transcripts and documentation as proof.I have also sent a formal escalation email to Sephora and have not yet received a ******** this point, I am requesting a full refund of $172.80, the amount I paid for products I did not receive.
Business Response
Date: 04/17/2025
Dear *********,
We apologize for your recent order experience.

Given the amount of personal information that may be discussed in resolving your issue, a separate email has been sent to the address listed when submitting your complaint.

We look forward to assisting you more directly and resolving your concerns.

Sincerely,
Sephora Client Services
Customer Answer
Date: 04/20/2025
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.
Thank you for your assistance in resolving my complaint against Sephora.

That said, I want to reiterate my disappointment in how the issue was initially handled. It is unfortunate that the refund was only issued after BBB intervention, rather than through Sephora's internal customer service processes. I hope this feedback will encourage better treatment of customers in the future, especially loyal ones who simply expect to receive the products they paid for.
Thank you again for your support.
Sincerely,
*********

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Sephora is NOT a BBB Accredited Business.