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

958 total complaints in the last 3 years.
348 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:02/27/2025
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.
On 2/11, I had trouble booking a waxing appointment through Sephora’s app, so I went in person. I was initially told I could be seen in a few minutes, but after the aesthetician returned from lunch, I was informed she had another client and was asked to return around 3:30 PM. When I arrived, she was in a class, then took additional time setting up. Once she was ready, a manager approached me and asked what service I needed. When I said a brow appointment, she informed me that the aesthetician didn’t speak English—despite the fact that we had already been communicating. Concerned about being able to communicate effectively due to my concussion recovery, I asked if the manager would stay to translate. She refused, stating she had to "run the store," and repeatedly told me I could go to ******* **** (30 minutes away) if I wasn’t comfortable. She also dismissed my concerns, calling them a "one-off" and emphasizing Sephora's inclusivity—despite my issue being about communication, not hiring practices. I contacted customer service, and my complaint was escalated. On 2/12, a supervisor emailed me, offering a call. I called on 2/13, and the issue was further escalated for a District Manager to contact me within 72 hours. After hearing nothing, I followed up on 2/21 and was told it would be escalated again. I called back on 2/27 after still receiving no response, and it was escalated yet again. At this point, it shouldn’t take three escalations just to hear from someone beyond the store level.
Business Response
Date: 03/05/2025
Dear Heather,
We are sorry to learn of your disappointing store 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
Initial Complaint
Date:02/25/2025
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 am filing this formal complaint against Sephora for selling me an expired cosmetic product, which led to a severe allergic skin reaction, and subsequently refusing to replace or refund the item despite the dangerous nature of the expired product.Incident Details: ********************** I Item Purchased: ***** *******, ********************** Free Purchase Date: August 24, 2024 Expiration Date of Product: December 2023 Location of Purchase: Sephora Online Order Number ************ Date of Product Use: After September 20, 2024. Issue Summary:Upon using the product, I experienced severe swelling, itching, blistering, and dark spots, which required medical attention, antibiotics, and ongoing skincare treatments. After checking the products batch code and expiration details, I discovered that it had already expired 8 months before I purchased it. This means I unknowingly applied a harmful, expired product to my skin, leading to both physical and emotional distress.Companys ****************** to Address the Issue:Upon realizing the source of my reaction and the expiration date I contacted both Sephora and ***** ******** **************** to report the issue and request a refund or replacement. However, Sephora denied any resolution on the grounds that the purchase was made over ************************************************* was already unsafe at the time of purchase. ***** ******* investigated and stated that Sephora would need to address the issue.
Business Response
Date: 02/27/2025
Dear ***,
We are sorry to learn of your experience, and we appreciate you bringing this to our attention.
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: 03/03/2025

Complaint: 22985953

I am rejecting this response because: for the last 6 months of using this product I have proactively tried to find the reasons for this extreme breakout. The pictures do not begin to show the extent of my issues. Besides paying for calamine lotion, ********, and moisturizers , red *************, a few pillow cases. Washing and sanitizing. Just the embarrassment I have experienced it too much. I have tried to upload pics that I sent to Sephora originally but it says they are too big to attach

Sincerely,

***************
Business Response
Date: 03/04/2025
Dear Kym,
We again apologize for your experience. An email was sent to you on 2/27/25 to further assist you.
Please kindly check your email inbox from that date at your earliest convenience. We also recommend checking your spam or junk folders, in case the email was filed there.
Sincerely,
Sephora Client Services
Customer Answer
Date: 03/04/2025

Complaint: 22985953

I am rejecting this response because while I truly appreciate the return of funds, I find this the very least they can do based my experiences for the last 6 months and the initial response stating they would not refund because it had been over 30 days for purchase received from customer service. I have responded to *********************** email privately and provided a comprehensive list of purchases made to cure this issue, medical records and prescriptions that I continue to take due to the inflammation. I will await their response and hope that they will do better with checking their inventory because I would not wish this discomfort on anyone.

Sincerely,

***************
Initial Complaint
Date:02/23/2025
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.
My husband purchased a $150 Sephora giftcard at ********* on 11/07/24 (attached). When I scratched the sticker, to redeem for an online purchase on 11/10/24, the full numbers from the PIN scratched too, leaving it incomplete. I phoned Sephora customer service on 11/10, and they could see the balance was $150, but informed me I would be unable to use online without the PIN. They assured me I could use in store, as the card could be "swiped".I visited Sephora at ****** (Highland, IN) on 12/14/24 to redeem my card. The sales clerk informed me it couldn't be "swiped" at a Sephora at ****** and that I would have to use it in a stand-alone ************************* January 2025, I visited Sephora at *****************. I asked the clerk if I could repurchase a "new" giftcard for the $150 with my scratched card so that I may use it online. She said no.On 2/17/25 I shopped Sephora at ****************. I made a purchase, and the clerk attempted to swipe and/or scan the card. She informed me that the "barcode was bad" and that she too would need the complete PIN to process the transaction.Each time I have continued to make my purchases at Sephora as a regular customer. There must be a way to replace the value of the card so I may use it. I understand that I scratched/peeled the numbers leaving it unable to entirely read, but the barcode should have still been able to be swiped or scanned. You can see that the value of the giftcard remains the full $150 and has never been used.Attached are photos of the purchase receipt, as well as the front and back of the card.I would like the $150 replaced, either with a store credit or giftcard replacement.
Business Response
Date: 02/27/2025
Dear *******,

We are sorry to learn of your frustrating experience with the gift card you received.

Once activated, the gift card is the equivalent of cash and cannot be replaced if lost or damaged. We recommend checking in with the person who gifted you the card.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.

Sincerely,
Sephora ***************
Customer Answer
Date: 02/27/2025

Complaint: 22980398

I am rejecting this response because: was indicated in my original complaint, the gift giver was my husband. I have provided documentation of purchase. The barcode was not damaged by me nor my husband. The card was not lost. As the cashier explained to me, the barcode was unable to be Scanned. That is a manufacturer defect. In addition, she also mentioned that this is a known problem with gift cards. At retailers such as *********. The gift card was purchased with our. Credit card. My credit card company should not be responsible for a Gift card that will not scan as it should. That is a retailer problem. As you can clearly see the money is still fully intact on the card and has not diminished in value. I have the card in my possession however the card was never able to be scanned. By replacing the value of this card, there is no money lost to your company and you are doing Best interest of the customer who paid $150 for this gift card.

Sincerely,

******* ******
Business Response
Date: 03/05/2025
Dear *******,

We again apologize for this issue with your gift card.

Although we are unable to replace gift cards that are damaged, going through financial institutions for assistance is the best option for this matter. We are sorry for any disappointment, and we hope this better clarifies.

Sincerely,
Sephora Client Service
Customer Answer
Date: 03/08/2025

Complaint: 22980398

I am rejecting this response because: the burden should be on the retailer who produced the item (gift card). Sephora has received the funds of $150, and becuase they have produced a faulty product (gift card with bar code that will not swipe), I am unable to use the product that was purchased. I did not damage the bar code. The inability to swipe is a manufacturing error.
I have shown proof of purchase for an item that does not work (won't swipe, therefore cannot be used).
This product should either be replaced, or the value of the item credited back to me by Sephora. My financial institution did not make a gift card that doesn't swipe. Sephora did, and Sephora receipted the funds for the gift card ($150).

Sincerely,

******* ******
Initial Complaint
Date:02/23/2025
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.
I purchased a Sulwhasoo cream at Sephora in *************************************** yesterday Feb, 23.I didn't check the product at the store and only realized when I got home that it was completely EMPTY! I immediately called the store, and they told me I could return or exchange it in-store. However, I was traveling here but was not living here and couldn't go back to that location. They assured me I could return it to a Sephora near my home, but when I visited my local store, all the sephora store refused to process the return or exchange.Ive spent almost my entire Sunday morning trying to resolve this issue, but Im still without a solution. Im frustrated and unsure what to do next. Any advice or assistance would be greatly appreciated.
Business Response
Date: 02/25/2025
Dear ****,

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 ***************
Initial Complaint
Date:02/22/2025
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 was given a Sephora gift card as a gift for my birthday. I went to use it yesterday and removed the strip that covers the gift card. When the card was swiped I was told that the store cannot apply it because the numbers are hard to see. Huge disappointment. I then called customer service and was thrown in circles with not help. I even asked for a manager on the phone with rep **** who had me on hold for 20min. And then he came back to tell me the manager refused to talk to me. I asked for their name and he kept beating around the bush. He more the likely lied about reaching out to a manager. I then reached out via ******** advising of the horrible customer service. They asked for a photo of the card and then Al alot 12 hour later later replied saying they couldn’t help because they couldn’t read the numbers. After I advised of this from this from the beginning. No one can comprehend this. I’m disgusted no one wants to help. Nor can this card be swiped because of their faulty giftcard numbers. I deserve a credit for this and an apology. If you ****** how often this faulty gift card issue comes into play you will this is an ongoing problem.
Business Response
Date: 02/25/2025
Dear Amber,
We are very sorry to learn of your experience with your gift card.
We regret that we are unable to replace the value of any lost, damaged or stolen gift card. We recommend reaching out to the person who gifted you the card, 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.
Sincerely,
Sephora Client Services
Customer Answer
Date: 02/25/2025

Complaint: ********

I am rejecting this response because:
Once again horrible customer service over your faulty gift cards. I also would like to note how your customer service rep **** did not help either and I would like to know WHY when he reached out a manager they refused to be connected with me? He also could not give me a managers name he spoke with. I would like this to be investigated. Either he never did his job or the manager he spoke with should be reprimanded.

Sincerely,

Amber J******
Business Response
Date: 02/27/2025
Dear Amber,

We regret that we are not able to locate your gift card in our system without the first 12 digits of the gift card number. If you have a receipt with that information available, please reject this response and add a picture attachment of the receipt so we may look into this further.

Sincerely,

Sephora Client Services
Customer Answer
Date: 02/27/2025

Complaint: ********

I am rejecting this response because:
There seems to be a lack of comprehension on your end. Again, this was a birthday gift. I don’t have a receipt. Why can’t Sephora stores scan the card? Do your stores lack technology? You all shouldn’t sell gift cards that have the number come off on the back easily when removing the pretection on the back. Do you understand the frustration this has become? How would like to be given a bday gift card and it doesn’t work and no one at the business even tries to comprehend or try to help or give you any explanation why they cannot just swipe the card? The barcode is there the black stip on the back is there as well. The lack of customer service really speaks volumes.

Sincerely,

Amber J******
Initial Complaint
Date:02/22/2025
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.
I am writing to file a complaint regarding my recent experience with Sephora. I placed an order and paid $155.89, but I have not received the parcel. Normally, the carrier would leave the package at the front of my residence. However, I did not receive it. When I contacted the carrier, they advised me to reach out to the sender, ************************* first, Sephora's customer service was helpful and assured me that they could either reship the order or issue a refund. However, shortly after, they informed me that their system denied, and therefore, they were unable to proceed with either option. When I asked for an explanation, they refused to provide any details and repeatedly stated that the system denied my request without further clarification.During our conversation, Sephora also mentioned that they could not provide assistance for orders sent to a forwarding address. I immediately clarified that my shipping address was not a forwarding address. Upon hearing this, they quickly retracted their statement, admitting that they had provided incorrect information. This raised concerns that they were deliberately finding excuses to deny my request, but their reasoning was inconsistent and easily refuted.They claims to bring joy to customers, yet this experience has caused me frustration. Seeking further assistance, I escalated the issue to a supervisor. They informed me that my request was denied because my phone number or address was linked to another email account. I found this reasoning absurd, as I share my residence with a roommate. I explained this to them, yet they seemed unwilling or unable to understand. Do they believe that only one person can reside at a given address? This policy makes no sense.Sephora refused to assist me and advised me to seek a refund through my bank. However, the chargeback process can be lengthy, which is why I am turning to the BBB for help. I hope you can assist me in resolving this issue and have an update by email. Thanks.
Business Response
Date: 02/24/2025
Dear ****
Were sorry to hear that you havent received your order #************.Upon reviewing the tracking, we see that this order was delivered by **** to a parcel locker on 2/21/25. We see that the tracking updated today to being held at post office. This indicates that your package was likely initially misdelivered and has now been located. We recommend reaching out to your local post office directly for more information.
If the tracking update is incorrect and the post office is not able to locate your order, please reject this reply so we may further assist.

Sincerely,

Sephora ***************
Customer Answer
Date: 02/24/2025

Complaint: 22977019

I am rejecting this response because: I have reached out to Sephora **************** online chat today. I received an emailThey confirmed it is delivered but I didn't receive it.

I received an email stated the package is held on the postal office. But I can resure it a scam from Sephora, as they are trying to get away from the responsibility. Because when I received the email I have reached out to Sephora Customer Sevice online chat , and the agent from the Sephora **************** Online chat said it was delivered, not held at the postal office, they said since if you track on **** website, it is said delivered at the parcel locker. The Held at the postal office status is only show on the Sephora tracking page, especially after I submit the complaint on BBB and I just got a response from BBB, and now Sephora is trying to scam me or scam the BBB, this is just insane. Sephora is losting customer trust. I hope more public will notice it.

Sincerely,

*** **
Business Response
Date: 02/27/2025
Dear Ali,

We apologize that you were unable to locate 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:02/19/2025
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 made a purchase in the amount of $661.41 (including taxes) at the Sephora location in **********, ***** on January 11, 2025. The store manager checked me out. I gave her my *** card for the transaction payment. They Sephora system was lagging and kept "spinning" so the manager asked me for my card again. She ran the card again and the second time it was declined by my bank and I received a FRAUD alert (which I received after I left the store). This is why the *** card was rejected. Anyway, after the *** card was rejected, I gave the manager my credit card (a different form of payment) to process the transaction. This time the transaction processed. I left the store and got the text message from my bank about the possible fraudulent change that they declined. Two days later, I received a charge on my bank account for $661.41 to Sephora for the transaction on 1/11/2025. I now have two charges for the same transaction: one on my *** card/bank account and the other on my credit card. The receipt that I have shows the credit card as the form of payment, not the *** card. I went to the retail location on 1/15/2025 and spoke with a man named **** who was a manager or asst. ******** I showed him the duplicate transactions and he agreed that this needed to be corrected and said it would take him a couple of days to resolve "with corporate". I followed up with them three times via phone and NEVER heard back from them.I also filed a claim dispute with my bank for the *** charge. I just found out that Sephora bank has said this is a legitimate charge and will not refund my money to my *** card. So, I am now stuck with two charges for the same transaction or I have to file a small claims suit which is cost prohibitive. This is very bad business for Sephora. I plan to follow up with my bank and provide the documentation showing the two separate changes for the same transaction.
Business Response
Date: 02/27/2025
Dear *****,
We are very sorry to learn of your purchase experience, and we appreciate you bringing this to our attention.

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: 02/27/2025

Complaint: 22961125

I am rejecting this response because I do not consider this resolved until I am refunded my money. I have spent way too much time and have had to make alternate financial decisions due to Sephora's error. I have also been told multiple times that "we are escalating this issue" or "we will get back in touch with you in the next 7 days" and this is still not resolved.

Sincerely,

***** *******-*****
Business Response
Date: 02/28/2025
Dear *****,
We have sent a follow-up email to the email address listed in your complaint.
Thank you for allowing us the opportunity to assist you.
Sincerely,
Sephora Client Services
Customer Answer
Date: 03/04/2025
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. They have finally reimbursed my money, after two months of fighting for my consumer rights.

Sincerely,

***** *******-*****
Initial Complaint
Date:02/18/2025
Type:Sales and Advertising 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 fraudulent charges from Sephora.Com I disputed with my bank. The amount totaling ********. I do not shop sephora.com nor use products from Sephora. Sephora claimed to my bank that they would be sending information to my home that i had, this has never been received. I have contacted Sephora ******************************************************************************************************* I would like my money returned. I do not know what was ordered, do not have a order number.
Business Response
Date: 02/20/2025
Dear ******,

We are sorry to learn of your experience and we appreciate you allowing us the opportunity to look into this further.

After review, we see the email address, phone number, shipping, and billing address listed in the order match with the information listed in your BBB complaint. We can confirm the order was addressed to you and shipped to your address.

The order was split into two shipments. The first shipment, sent through ********, was confirmed as delivered on 12/21/2024 at 6:33 pm. The second shipment, sent through **** was confirmed as delivered on 12/27/2024 at 12:12 pm.

Due to this, we suggest checking with any other household members who may have received the packages.

Sincerely,
Sephora ***************
Customer Answer
Date: 02/21/2025

Complaint: 22959616

I am rejecting this response because:
I did not order any of said items, and do not use door dash! I was not home and present during this time you have said deliveries were delivered to my home. Myself and children ages 5 and 6 are the only ones who live in this home. I can tell you that my son's were not ordering from your company. If they were going to be ordering anything it would not be from a make up company. I had high fraud on my cards during this time, and have reported and addressed the fraud. You are the only company who is continuing to present challenges, and is trying to take money that is not owed to you for products that ere not ordered. I would like my money to be returned as I do not have your products. This has been proven by the bank as fraudulent charges and will continue to be marked as fraudulent. I am hoping we can come to clear and clean resolution on this matter.

Sincerely,

****** **********
Business Response
Date: 02/27/2025
Dear ******,

Thank you for your response.

As the account information and order information match with the information you have listed,we are unable to assist in this instance.

We apologize for any disappointment and we hope this better clarifies.

Sincerely,
Sephora ***************
Customer Answer
Date: 02/27/2025

Complaint: 22959616

I am rejecting this response because. My email and cc was used! This is fraud. As you stated to my bank you would being providing proof of delivery. This has not been provided, you have not sent anything to my home. I plan to make this very known of your companies fraudulent behavior. I contacted my bank and additional ccs that had fraud on my account during this time. You are the only vendor that I am still fighting to get my money back. I am a single mom and would not go and spend 1k on make up or whatever your company sells. My money goes into my children not into vanity. I was not home, I was traveling visiting my family . As I have stated prior I did not order any of this and would like my money back. If this continues to be a high concern matter I am more then willing to address this via social media and courts to have my money returned.

Sincerely,

****** **********
Business Response
Date: 02/28/2025
Dear ******,

Thank you for allowing us the opportunity to provide additional clarification.

We are sorry to learn of the issues with your card. However, we have confirmed you have a Sephora Beauty Insider account, created in 2023, under the email address and name you provided in your BBB complaint.

Looking at the order in question, we can confirm it was placed on the Beauty Insider account attached to your email address. This would automatically send an order confirmation and shipping confirmation to your email address.

As the order was placed on your Beauty Insider account and shipped to the address you have listed in BBB, it is unlikely that this charge would be related to a compromised credit card used at other retailers.

If you have a compromised credit card, this would be a matter for your financial institution to handle.

Sincerely,
Sephora ***************
Initial Complaint
Date:02/16/2025
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.
Sephora, this has to be a joke. The amount of humiliation, frustration, and outright disrespect I’ve endured from your customer service team over an issue that wasn’t even my fault is beyond belief. You denied my refund, claiming that I have received multiple refunds across different accounts. That is a blatant mistake. This was my first-ever order with Sephora. I live in a large apartment complex with over 500 residents—are you seriously punishing me because someone else in my community may have had refund requests? My account shows one order. Just one. And yet, when the delivery driver left my package at the wrong building, I was the one left scrambling. I spent over two hours going back and forth with ********, desperately trying to fix an issue I didn’t create. When I went to a Sephora store for help, I was told they "couldn’t process my refund" and directed to Sephora.com. Sephora.com, in turn, pushed me right back to the store. Round and round, I went—no help, no accountability, just a corporate game of hot potato with my hard-earned money. To add insult to injury, instead of assisting me, your team ridiculed me. Ridiculed me. I wasn’t treated like a valued customer—I was treated like a scammer, like someone trying to cheat the system. But I am not a liar. I am not a thief. I am someone who paid for a product they never received and is now being gaslit and dismissed instead of helped. Sephora, you are better than this. Your customers deserve better than this. I want my money back, and I want an apology for how I was treated. No more deflections, no more baseless accusations—just basic human decency. Make this right.
Business Response
Date: 02/19/2025
Dear Danielle,
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. Please be aware that your Sephora account, and any associated accounts, have been suspended. The accounts will remain in this state until the dispute has been resolved; no orders will be processed during this time. We recommend reaching out to your bank directly with any additional questions or concerns.

Sincerely,

Sephora Client Services
Customer Answer
Date: 02/19/2025

Complaint: ********

Once again, Sephora accusing a customer of having "multiple accounts," without any proof.

Sincerely,

Danielle S****
Business Response
Date: 02/23/2025
Dear Danielle,
Thank you for the opportunity to address your additional concerns.
We regret that we are unable to further assist while there is a dispute pending on your account. As mentioned, we recommend reaching out to your bank directly with any additional questions or concerns.
Please know that we value your feedback, which will be shared with the appropriate leaders for their review and consideration.
Sincerely,
Sephora Client Services
Customer Answer
Date: 02/26/2025

Complaint: ********

I am rejecting this response because:
It has become abundantly clear that Sephora operates with little regard for ethical business standards or customer protection.
Denying refunds for non-delivered items is not just an inconvenience—it is a blatant failure of responsibility that reflects a deeper issue within the company’s policies.
A business that values its customers would take accountability for delivery failures, yet Sephora consistently refuses to do so. This is not an isolated incident; a quick review of countless complaints reveals a disturbing pattern of similar issues. Instead of ensuring fair resolutions, Sephora chooses to dismiss legitimate concerns, leaving customers to absorb the losses.
This kind of conduct erodes trust and signals a business model that prioritizes profit over integrity. Ethical companies stand by their customers, take responsibility for errors, and work to resolve disputes fairly. Sephora, on the other hand, has demonstrated a repeated unwillingness to do so, reinforcing the growing perception that it engages in deceptive and exploitative practices.
While I no longer expect a resolution from Sephora, I find it necessary to highlight the unethical nature of its policies. Ignoring legitimate claims, disregarding consumer rights, and repeatedly failing to address concerns with transparency all point to a company that does not operate in good faith. This reputation is one Sephora has built for itself, and unless serious changes are made, it will only continue to damage its credibility.
Sincerely,

Danielle S****
Initial Complaint
Date:02/15/2025
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 am filing this complaint against Sephora regarding a fraudulent transaction involving $400 worth of Sephora gift cards that I purchased from CVS.On October 10th, 2024, I was scammed out of the funds and immediately contacted Sephoras customer service the same day to report the fraud. At that time, I was assured by Sephoras representative that the funds would be frozen and reimbursed to me. However, despite multiple follow-ups via phone and email, I have not received any resolution.Sephora has refused to return the funds to me and has even denied returning the money to ***, the vendor from whom I originally purchased the gift cards. This lack of accountability is unacceptable, especially since Sephora initially assured me that they would freeze the funds and issue a refund.I am seeking an immediate reimbursement of the $400 that was fraudulently used. I have made multiple attempts to resolve this matter directly with Sephora, but I have received no assistance. I urge Sephora to honor its commitment and return my funds promptly.
Business Response
Date: 02/19/2025
Dear ******,

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

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

In reviewing the Gift Card funds, it seems they have been fully redeemed. This can happen with gift card scams, where the scammers immediately use the cards, which doesn't allow us any recourse. Unfortunately, gift cards are like cash, and we are not able to take any further action.

We recommend reporting this to your financial institution as they may be able to assist you. If the gift card was purchased with a credit or debit card, the financial institution may offer fraud protection.

Sincerely,
Sephora ***************
Customer Answer
Date: 02/20/2025

Complaint: 22946192

Dear Sephora Client Services,
Thank you for your response. While I understand that gift card scams are increasingly common, I believe Sephora had ample opportunity to take action before the funds were fully redeemed.

1. Timely Notification & Precedent with *********
I notified Sephora promptly about the fraudulent activity, well within a reasonable timeframe that should have allowed for intervention. In a similar case with *************** I reported fraudulent transactions, and they were able to successfully freeze the funds and return them. Given that Sephora was notified even earlier than *********, I do not see why the same level of protection could not have been applied in this case.

2. Confirmed Website Transactions Missed Opportunity for *******************start="986" data-end="989">When I called Sephora ***************** I specifically requested transaction details and was informed that all the gift card redemptions were made via Sephoras website. This means that Sephora had full control over the platform where the fraudulent activity took place and could have taken steps to freeze or reverse the transactions before the funds were claimed.

3. Gift ***********************************************start="1416" data-end="1419">While Sephoras response compares gift cards to cash, they are fundamentally different in that they are digitally issued, trackable, and subject to internal controls. Sephora has full access to transaction logs, account activity, and timestamps, which could have been used to investigate and halt the unauthorized redemptions. The fact that all transactions were online further supports the argument that Sephora had the ability to intervene.

4. Industry Best Practices & ****************************start="1928" data-end="1931">Many reputable companies, including *********, take proactive measures to assist customers in fraud cases, particularly when they are alerted before funds are redeemed. As a valued customer, I expect ********************** to uphold similar standards and reconsider its stance, given the evidence and timeframe of my report.
I respectfully request that Sephora reassess the situation and take steps to recover the misused funds. At the very least, I ask for an official investigation or actions into the transactions associated with these gift cards.
Please escalate this matter to the appropriate department for further review. I appreciate your time and look forward to your prompt response.
Sincerely,
****** ********
Business Response
Date: 02/22/2025
Dear ******,

We again apologize for your frustrating gift card experience and any disappointment.

We value your feedback, and we will share it with the appropriate leaders. We encourage contacting your bank as they may be able to assist further.

Sincerely,
Client Services
Customer Answer
Date: 02/24/2025
Complaint: 22946192

Dear Sephora Client Services,

I am rejecting this response because Sephora has failed to take any meaningful action to investigate or resolve this case.
Your approach suggests that Sephora is content profiting from fraudulent transactions at the expense of loyal customers like myself rather than upholding ethical business practices.

Key Issues Sephora Has Not Addressed:
1. No Confirmation of Action Against the Scammer
Has Sephora identified and banned the scammers account? You have provided no indication that any effort was made to track, flag, or prevent this individual from continuing to exploit your platform.

This raises a serious concern that Sephora is enabling fraud by allowing bad actors to repeatedly use its website for scams.

2. Refusal to Cooperate in ****************************** directed me to resolve the dispute with the gift card vendor, yet Sephora refuses to engage in any recovery process.

CVS, the retailer where I purchased the gift cards, attempted to work with Sephora to retrieve the funds, just as they did successfully with Xbox a company I rarely do business with, yet one that clearly values ethical consumer protection more than Sephora does.

3. Sephora Had the Power to Stop This but Chose Not To
All fraudulent transactions occurred via Sephoras own website, meaning you had the ability to track, freeze, or reverse the transactions but refused to do so.

Other major retailers take swift action in similar cases, why has Sephora refused to do the same?

Final Request: Refund My Money

Given that I reported this fraud promptly and that Sephora had full control over the platform where the redemptions occurred, I demand a full refund of the stolen funds.

I will not stop pursuing this matter until Sephora takes responsibility and refunds my money. I urge you to escalate this complaint internally to someone who can take real action.
Sincerely,
****** ********

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