Business Profile

Skin Care

Sephora

Headquarters

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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.
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Complaints

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

Customer Complaints Summary

963 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:12/01/2024
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.
Sephora chose to ship my order using ******, a delivery service known for its cheap service and unreliability, instead of more reputable companies such as *** or *****. Despite the high value of my order, Sephora did not require a signature upon delivery. When I did not receive the package, I contacted Sephora’s customer service for assistance, I was told that nothing can be done. Since I couldn’t get a hold of anyone at ******, I asked the representative to contact ****** to start an investigation. I was shocked to be informed that they have no way of directly contacting the shipper to investigate or resolve the issue. I find this response unacceptable. As a customer, I trusted Sephora to ensure my order’s secure delivery. The lack of accountability and unwillingness to address the matter demonstrates poor business practices and disregard for customer satisfaction. Absolutely disappointing experience.
Business Response
Date: 12/04/2024
Dear Ana,
We apologize that you did not receive your recent 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:12/01/2024
Type:Delivery 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.
Hello, I’m just reaching out as I’m currently dealing with a missing order. My neighbors are claiming they don’t have anything, so I’m not sure where it was left or who it was handed over to. *** also mishandled another package of mine coming from another merchant, so I have no idea what’s going on with them. I reached out to Sephora super quickly but didn’t get any response, so I hastily filed a dispute. When I finally did get a reply, I asked if I could just get a refund, that way I can just avoid this from happening again and just repurchase my items in person at a store. I was told they couldn’t because of an open dispute — but they referenced another order number I didn’t recognize, as well as citing the date from 2020, which I didn’t understand. I only have bank account and one dispute open, which doesn’t match the order number that was cited. I contacted my bank and had the dispute closed, but the response I received suggests that I won’t receive any assistance. They stated that the issue would be reviewed in a couple of days and that they would attempt a refund if all was well, but they couldn’t if any disputes were open on my account. This response is really concerning because again, they cited an order number that I didn’t recognize. I’m filing this complaint because I’m deeply concerned about the situation. I’ve canceled my dispute, but I currently have no access to my order or funds, which is causing significant anxiety. I’m hoping to receive help and resolve this matter as quickly as possible.
Business Response
Date: 12/03/2024
Dear Maya,

We apologize that your order was not delivered as expected and that our advisors were not able to assist you more immediately.

A refund of $531.31 has been issued to your ****** **** ending in ****. 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.

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

Sephora Client Services
Customer Answer
Date: 12/03/2024
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.
Thank you so much!

Sincerely,

Maya J******
Initial Complaint
Date:11/30/2024
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 failing to accommodate rural customers during the ****** **** strike. On October 29th, I purchased the **** ****** *** **** ******* ****** **************, which caused irritation to my eyes. Unable to return it via mail due to the strike, I contacted Sephora’s customer service and was assured my return would be honored once ****** **** resumed operations. Due to the strike’s ongoing nature, I traveled to a store to return the item, only to be denied a refund because it was past the 30-day return window. Despite my explanation that I followed Sephora’s instructions, I was forced to accept a store gift card instead. Customer service later refused to extend the return period. This lack of accommodation for rural customers, who rely on ****** ****, is unacceptable. I request Sephora issue the refund I am entitled to and review their policies to prevent this from happening to others.
Business Response
Date: 12/03/2024
Dear Leanne

We are sorry to hear that you had trouble with your return.

In review of your account, we see you have already been assisted.

Please be assured that your feedback will be shared with the appropriate leaders as part of our continuous improvement efforts.

Sincerely,

Sephora Client Services
Customer Answer
Date: 12/03/2024
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,

Leanne S*******
Initial Complaint
Date:11/29/2024
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 purchased a perfume for $170 and I received the wrong perfume. I have the habit of recording the process of opening the package, so I have the recording as proof that Sephora sent the wrong item to me. I connected with the live chat agent, they told me as they helped me before, I could not get the refund and reshipment. The only resolution for me is to go to the **** **** ****** that is far away from me and ship the wrong item back to the warehouse and wait up to 10 days to get my money back. As I cannot drive and I need to walk for 30 mins more to go to the **** ******. I provide solution: Refund me first, and they can ask a courier to pick up the package back to Sephora. And in this case, I could not waste my time and money to walk to the **** ****** simply because of their fault. And they still decline my request and insisting on walking 30 mins to the **** ****** to return and wait for up to 10 days to get my money back. I feel like it is a business scam.... It’s not my fault the staffs got my order wrong!!!!!! Why you told me to walk that long or spend $30 or even more to take the **** to the **** ****** for returning thing??????? It is soo RUDE and UNFAIR! I think I am considerate enough....I do not even want to keep the item myself and I am willing to return the item.....Why Sephora still want me waste my own time and money because of their carlessness?
Business Response
Date: 12/04/2024
Dear Rojas,
We are sorry to learn there was an issue with your order, ************.

Because we have assisted you with similar claims of missing or damaged items in the past, across multiple accounts, we are unable to offer a reshipment or refund for this order. We apologize for any disappointment this may cause.

Please know that we welcome you to continue shopping with us online, but if you place orders to this or other addresses, it may be at your own risk until we have determined that you are reporting an acceptable pattern of order issues. We also encourage shopping in store to avoid any additional order issues. For your convenience we have listed a link to our store locator below.

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

Thank you for allowing us the opportunity to address your concerns, and we hope this information better clarifies.
Sincerely,
Sephora Client Services
Customer Answer
Date: 12/08/2024

Complaint: ********

I am rejecting this response because: I returned my wrongly received package as what you promised before. But the package shows it is in transit for days without any updates. What happened? tracking number:**********************

Sincerely,

Rojas N*****
Business Response
Date: 12/13/2024
Dear Rojas,
Because we have assisted you with similar claims of order issues in the past, across multiple accounts, we are unable to assist in this instance. We apologize for any disappointment.
Sincerely,
Sephora Client Services
Initial Complaint
Date:11/27/2024
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 returned my item. I called to check on my refund. I told the rep I sent it back with the label they provided. It has been some time and there should be return tracking on my return. The rep refused to help me find out where my return went. I asked to speak to a manager. Some girl came on the line with a name that begins with an L. She refused to help me find the return package, did not care at all that I paid for this with my hard earned money and am due a refund for my return. She refused to refund me or help me at all. It is unacceptable and she enjoyed patronizing me and not helping me. I returned the item and would like my refund.
Business Response
Date: 12/03/2024
Dear Michele,

We are sorry to hear that the **** **** **** *** ** ****** ******-***** was not a good fit and had to be returned.

Per the tracking information, your return is currently in transit to our distribution center. We ask that you please allow 30 days for your return to be received and processed. Once the return is received, our team will inspect the product and process a refund if eligible.

You will receive an email once the return is received, and another once the return has been processed or denied, if applicable.

We hope this helps to clarify.

Sincerely,
Sephora Client Services
Customer Answer
Date: 12/03/2024

Complaint: ********

I am rejecting this response because: I returned the item that I paid for over two weeks ago. No one should have to wait a month for a refund! I would like my refund sent to me now.

Sincerely,

Michele L* ******
Business Response
Date: 12/08/2024
Dear Michele,
We apologize for the wait, and we have now processed a refund in the amount of $53.55 to your **** ending in ****. Please know that returns sent back to us by mail can take up to 30 days to be received and processed.

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

Sincerely,
Sephora Client Services

Customer Answer
Date: 12/09/2024

Complaint: ********

I am rejecting this response because: I have not received the refund yet. And why are you not acknowledging the horrible treatment I received from your representatives. Also no one should have to wait 30 days for a refund and if that is the case you need to tell people that upfront so they can go into a store. You have the worst customer service I have ever encountered!

Sincerely,

Michele L* ******
Initial Complaint
Date:11/27/2024
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 recently purchased a mascara set, and before it was even delivered, I noticed it had gone on sale. I immediately contacted customer service to inquire if they could honor the sale price. Initially, I was told the item was sold out and that they could not verify the sale price. I was asked to provide a screenshot, which I promptly sent. However, I was then informed that the sale price could not be honored.The price changed within a matter of days, and I had not even received the product at the time of my request. Given the circumstances, I believe its fair to honor the sale price. I hope you will reconsider and provide an adjustment. Thank you for your attention to this matter.
Business Response
Date: 11/27/2024
Dear *****,
We apologize for your recent 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: 11/28/2024
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
Date:11/26/2024
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.
Dear Better Business Bureau,I am filing this complaint regarding Sephoras refusal to return my property, which was mistakenly delivered to them. Despite clear communication and multiple follow-ups, Sephora has taken no action to resolve the matter, demonstrating a lack of accountability and professionalism.Incident Overview Due to an error by ***********, my return packagethree clothing items worth $215.33 intended for Anthropologiewas delivered to Sephora. I contacted Sephora to request the return of my package, but they refused to cooperate.November 18, 2024: I contacted Sephora regarding return order ************. They assured me the package would be returned and will update me within two business days. No response followed.November 21: I called again and was told the issue would be escalated, with a response by the 24th. No follow-up occurred.November 26: I contacted Sephora via online chat and was told their "final decision" was they would not return my package, offering no alternative solution.Key Concerns Unjust Retention of My Property: Keeping property that doesnt belong to you is both morally and legally wrong. Sephoras refusal to return my package, knowing it isnt theirs, shows a disregard for basic ethics and legal responsibilities. This behavior is unacceptable for a company of Sephoras size and reputation.Failure to Resolve the Issue: Sephora has handled this matter with negligence and broken promises, offering no resolution.Disregard for Customer Rights: By refusing to return my property, Sephora has violated my rights as a customer and caused unnecessary trouble.Resolution Demanded Immediately return my package.If not possible, compensate me for the $215.33 value of the items.Issue a formal apology for mishandling the matter.Thank you, Better Business Bureau, for protecting consumer rights and holding businesses accountable.Sincerely,*****
Business Response
Date: 11/29/2024
Dear Bella,
We apologize for your recent experience with your return.

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:11/26/2024
Type:Service or Repair 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.
Sephora hosted their annual savings event at the beginning of this month. They send aggressive ads encouraging members to use this 20% off coupon before time runs out. Most items were not on sale, most were still regular price, but with the 20% savings on top we figured why not.Right after the "super" savings event, Sephora slashes prices on items, to where the items are well below what you would have even received in the savings event they heavily and aggressively marketed.I noticed that all the items I purchased were cheaper than before (incl. with the 20% off), but one item in particular was very steeply discounted to 50% off.I contacted Sephora to ask about price adjustments (because they just slashed the price another $30 off RIGHT after a supposedly super savings event. They said they don't do price adjustments.This seems to be a recurring problem and very underhanded of Sephora. They knew they're going to slash prices, but they market a campaign for pennies of savings and then they don't offer price adjustments after the fact. It's so dishonest.
Business Response
Date: 11/27/2024
Dear ********,
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 ***************
Customer Answer
Date: 11/27/2024
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 must also note that the business responded in an incredibly prompt and effective manner. It exceeded my expectations.

Sincerely,

******** ********
Initial Complaint
Date:11/25/2024
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.
Placed an order with Sephora on November 14, 2024. Canada post went on strike the next day. I contacted them right away and was told they would use another carrier. November 15th when the strike started they appetantly had Canada post cone pick up my package. This is strange since they were already in strike. I have contacted them three times. A manager said they would look into a solution and call me back. No call. Contacted again today and was basically told too bad. My package should have never left the warehouse. They are just not wanting to refund me.
Business Response
Date: 11/26/2024
Dear Tabby,
We apologize for your recent experience with your 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
Customer Answer
Date: 11/27/2024
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,

Tabby Chornoboy
Initial Complaint
Date:11/25/2024
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.
I placed an order with Sephora on November 6, 2024 (Order #************), and there was no update on my order for 10 days. On November 17, 2024 Sephora changed the status of my order to Returned and Paid and created a new order number *********** without and consent. This new order is now assigned to be shipped through ***************** and is Awaiting Carrier Pick up. This was done knowingly during the Canada Post Strike that started on November 15, 2024.I would have appreciated any communication regarding the change of the order as I would have opted to a store pick up or a refund if they were not able to accommodate.I reached out to client services 3 times for a resolution. Each service ***resentative has told me that they cannot modify the order in any way, neither can they modify it to in-store pick up or refund me for the items. This is despite them modifying the order on November 17, 2024, without any confirmation on my end.Ive asked if they can re-ship the order with another carrier or update it to in-store pick-up. The latest service *** told me there is nothing that can be done and gave me no other resolution.I am not sure why my order did not progress between November 6th and 17th. Then, Sephora canceled my original order and created a new order to ship with Canada Post during the labour dispute. I am asking for my order to be picked up in-store or for a full refund.I also understand that according to the new tracking information, the delivery may be delayed due to the Canada Post labour disruption and that Sephora may be trying to do everything they can to minimize any delays and have a hard time predicting the exact timing. This however does not explain the initial delay prior to the disruption or lack of communication before changing my order without offering any options.Thank you
Business Response
Date: 11/26/2024
Dear ******,

We apologize for this 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

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Sephora is NOT a BBB Accredited Business.