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.
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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.
350 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:12/05/2024
Type:Order 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 made an online purchase ************************* for seven makeup items. I monitored my email for status update on the purchase order and it claims it had been delivered. Sephora customer service has said there is nothing they can do and wish to keep my nearly $500! They refuse to issue a refund so I can simply purchase it in store. I was home all day awaiting the order and no delivery knock. I need the products or my refund. But Sephora is NOT entitled to keep my money and not deliver the seven products.
Business Response
Date: 12/06/2024
Dear *****,

We are sorry to learn you have had an issue with your order 85163357232.

Your package, sent through Fleet Optics, was confirmed as delivered on 12/3/24 at 10:39 a.m., via photo. Because of this, we are unable to offer a reshipment or refund for your order. We apologize for any disappointment this may cause.

Thank you for allowing us the opportunity to address your concerns.
Sincerely,
Sephora Client Services
Customer Answer
Date: 12/07/2024

Complaint: 22643631

I am rejecting this response because:
The order was not received and Sephora has opted to steal nearly $500 from me. There was no call to open the front entry from the delivery company nor was there a knock at the door. The delivery person shouldve handed it directly to myself and they did not. I expect my money to be promptly refunded. Due to this egregious action (and feeble oops sorry) from Sephora, I strongly reject their generic reply. My next step will be to contact news outlets if this isnt resolved.

Sincerely,

*****
Business Response
Date: 12/12/2024
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.
Sincerely,
Sephora Client Services
Initial Complaint
Date:12/04/2024
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 am writing to file a formal complaint regarding a same-day order I placed through Sephoras ************************** My order number is #************. The order was placed for same-day delivery, but I never received the package.The delivery was confirmed, but I later found out that the package was left at the wrong door. Sephora provided a delivery photo, but the door shown in the image is not mine, and it doesn't display a number, making it impossible to identify the location. I have confirmed that my address was entered correctly and that I was available to receive the delivery, but the package never arrived at my door.I immediately contacted Sephora customer service to report the issue, and I was told they could not assist me further. I requested that they reach out to the delivery driver to help locate the package, but Sephora informed me that they were unable to do so. Despite my efforts, I have received no resolution, and I am left without the items I ordered.This situation is extremely frustrating because I paid for a service that I did not receive. I would like either a replacement of the items or a full refund. The fact that the order was delivered to the wrong location, combined with Sephoras inability to take any further action, leaves me without the product I purchased and with no recourse for resolution.Moral of the story: I paid for a same-day delivery service, but the order was never delivered to the correct door. I have received no help from Sephora in resolving this matter, and I feel that they have not taken appropriate action to rectify the issue. I am hoping the BBB can assist in ensuring that Sephora provides a resolution in the form of a replacement or refund.Thank you for your time and attention to this matter.
Business Response
Date: 12/06/2024
Hi ****,
We apologize that your order was not received.

In review of your account and the order, we see you were assisted by our *************** team.

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

Sincerely,
Sephora ***************
Initial Complaint
Date:12/04/2024
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.
I placed an order (************) with Sephora Canada on November 9, 2024 in the amount of $246.33. My order was apparently shipped by ****** **** before the strike. It has not arrived, and I have contacted Sephora to cancel the order and provide a refund, but they refuse. They have posted the following statement on their website, which is misleading and encourages customers to shop with Sephora when they apparently don't use other carriers, "Stay calm and shop on. We use other carriers for most orders."
Business Response
Date: 12/05/2024
Dear Christa,
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: 12/06/2024
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,

Christa S*****
Initial Complaint
Date:12/03/2024
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.
I’m compelled to once again address the egregiously mishandled situation surrounding my orders placed on November 11, 2024 (#************ and #************), which remain undelivered despite weeks of futile attempts to secure a resolution. The absence of meaningful communication on your part is deeply disappointing. I was initially offered a refund or reshipment via *******, yet your team has since ceased responding entirely, leaving this matter to languish unresolved. This level of neglect is utterly unbefitting of a brand that purports to value its customers. Furthermore, the delivery carrier failed to provide an appropriate photo for confirmation, which I find highly questionable. Your refusal to address this directly with the carrier is not only irresponsible but suggests an unwillingness to stand by your customers when issues arise. Adding insult to injury, I placed three orders from K***** (including Sephora items) on the very same day, and all were delivered without incident. The fact that only these two Sephora orders encountered issues is, frankly, baffling. I regularly shop with retailers who utilize *** with signature confirmation and have never experienced a problem of this magnitude. The inconsistency and lack of accountability here are both troubling and unacceptable. Should this issue remain unresolved, I will have no choice but to escalate it further. I will file formal complaints with Sephora Corporate Headquarters, consumer protection agencies. Additionally, I will share my experience on social media and review platforms to ensure other customers are aware of this appalling lack of service. I demand a definitive resolution within 48 hours, whether that be an expedited reshipment or a full refund. Sephora’s reputation as a premium brand is at stake here, and I strongly suggest you prioritize this matter accordingly.
Business Response
Date: 12/06/2024
Dear Vishakha,
We apologize for your recent experience with your orders.

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: 12/06/2024
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 for resolving this on a timely manner.

Sincerely,
Initial Complaint
Date:12/03/2024
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.
On November 22 I went into the Sephora location inside of ****** in Greenville South Carolina and I purchased a gift card for $35 at 5:44 PM with my debit card. On November 30 I went to use the gift card and it said it had a zero balance. The associate provided the gift receipt for me when I made the purchase however I never use the card and when I called customer service I was told there was 2 transactions on November 25 at 3:11 AM Eastern standard time for $11 and at 3:12 AM Eastern standard time another transaction for $24 however ***** which is an accounts supervisor in the Philippines employee ** ******** said that he couldn’t see any details regarding the transaction such as if it was a pick up order or if it was delivered or what items and said the gift card is basically just like cash and I need to call my bank to dispute the transaction I think that is very unethical practices for this business to tell customers That fraud was committed against to contact their bank to dispute the transaction Sephora needs to return my $35 or issue a new gift card since I didn’t get to use the original one I purchased I have the physical card but they stated the transactions was done online.
Business Response
Date: 12/04/2024
Dear Collier,

We are very sorry to learn of your experience with your gift card, and that funds were not available on the gift card when you went to redeem it.

Gift cards are treated like cash and once used, we are unable to restore any part of the prior balance. We suggest contacting your financial institution to let them know you did not receive the product you paid for (the funds on your gift card) and that you may have been the victim of fraudulent activity. They may be able to assist you with a resolution.
We apologize for the inconvenience, and we hope this clarifies.

Sincerely,
Sephora Client Services
Customer Answer
Date: 12/05/2024

Complaint: ********

I am rejecting this response because by bank didn’t do any injustice so it’s not their responsibility to make me whole nor my responsibility to have to do the leg work to get what’s rightfully mine from your company. Your system should be able to trace the location ie the items purchased picked up/delivered to be able to identify the funds were stolen and make the customer aware whole. When fraud/theft occurs Sephora should have a practice in vs the the customer to dispute a charge.
Sincerely,

Collier H*****
Business Response
Date: 12/06/2024
Dear Collier,
We’re again sorry to learn of your experience with the gift card you recently purchased.
Once activated, the gift card is the equivalent of cash and cannot be replaced if lost or stolen. Currently, going through financial institutions for restitution is the best option for victims of this fraud.
Sincerely,
Sephora Client Services
Customer Answer
Date: 12/10/2024

Complaint: ********

I am rejecting this response because:
After speaking with financial institution your company is responsible for the loss of fraud
Sincerely,

Collier H*****
Initial Complaint
Date:12/03/2024
Type:Service or Repair 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 had a Sephora credit card rewards for $195. I placed an order for $90 and used it, the balance never loaded and it’s zero. I spoke to 5 agents that cannot help me. I signed up for credit card and earned the rewards. The 6th person tells me that it’s a one time use and if I don’t use it all, I lose it. I was never told this nor did I see anything that says this during checkout. I am requesting a rewards/ gift card or store credit for the difference of $105 which I earned.
Business Response
Date: 12/04/2024
Dear Nevien,
We apologize for your recent experience with your Credit Card Reward.

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:12/03/2024
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.
I place an order on November 21 that I have not received. I contacted customer service and was told the delay is due to the ****** **** strike. I asked if my order can be shipped through another courier. ********, Sephora Beauty Advisor responded : In many areas, ****** **** remains the best–and sometimes the only–option for shipping. We appreciate your understanding as we navigate this situation. This is unacceptable. Your website specifically states: " Stay calm and shop on. We use other carriers for most orders." I do not live in a remote area. Why can't Sephora deliver my package with another carrier? I do not want a refund, I want my products.
Business Response
Date: 12/05/2024
Dear Ester,
We apologize for your recent experience with 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
Customer Answer
Date: 12/06/2024
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,

Ester T********
Initial Complaint
Date:12/02/2024
Type:Service or Repair 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 on November 12th 2024 at sephora online. The product was supposed to be here by the 20th at the latest. my package hadn't shipped and there was a notice to the public that ****** **** would go on strike in so many hours. I called sephora and asked if the package would be sent out by a different carrier in the event of a strike. if not I could just cancel my order and pick it up in store since the items were in stocks. I was told "we were not told about the strike. if it happens we will ship through another carrier." they still went ahead and shipped through ****** **** and now I don't have my items.
Business Response
Date: 12/04/2024
Dear Tasia,
We are sorry to learn that your order was impacted by delays due to the ****** **** labor strike.

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

We invite you to contact Sephora Client Services if there is anything else we can help with.
Sincerely,
Sephora Client Services
Initial Complaint
Date:12/02/2024
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.
Ordered October 25, 2024 Delivered October 30, 2024 I contacted them a few days after my order wasn’t at my doorstep, they asked me to check with my neighbors and I did. They asked me to wait a couple more days and I did. They asked me to confirm if that was my door, and I did at first because all of the apartment doors look the exact same where I live, I thought the delivery driver had taken a photo of my ****** package, but upon further inspection, I realized that wasn’t my door, my door doesn’t have a wreath. So I wrote Sephora again, I was initially asking for a refund, then I said a reshipment would actually be more helpful. I was told there wasn’t anything they could do, and that my account has had a couple of missing items in the past, mind you, I had to file a police report on my neighbor and call the leasing office because he was stealing everyone’s packages and reselling them. At this point, I just want my money back. I tried filing a dispute with ****** and Sephora blocked it as well. Below I’ve attached a photo of “my door” where you can’t even see the apartment number.
Business Response
Date: 12/04/2024
Dear Brook,
We are sorry to learn of the issue with your order. We now see that you have filed a dispute with your credit card company for this order.
Your bank will need time to investigate the charge and will make the final decision on the outcome of the dispute. We recommend reaching out to your bank directly with any additional questions or concerns.
Sincerely,
Sephora Client Services
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

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Sephora is NOT a BBB Accredited Business.