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

960 total complaints in the last 3 years.
347 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:05/30/2023
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.
I placed an order on May 2, the smell was too strong so I returned on May 9. I received an email stating my return was received and per the email, your refund will occur within 10 days. After two weeks, I have not received a refund. Spoke with customer service who said it could take 30 days. ******* was rude and unhelpful and refused to answer my questions or acknowledge the return was received. This is not okay and is not the first time theyve dropped the ball on issuing a refund. This is fraud.
Business Response
Date: 06/01/2023
Dear ******,
We apologize for the delay in processing your return and if your contacts to Sephora ****** Services did not meet your expectations. Please be assured that your feedback has been forwarded to the appropriate leadership for review and consideration.
In review of your return, we can see that the refund was processed today and was applied to your original form of payment. You should have received a separate email with the details of the return. Please know that it may take several days for the refund to post on your end.
We appreciate your patience and understanding while we worked to resolve this for you.
Sincerely,
Sephora ****** Services
Customer Answer
Date: 06/05/2023
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:05/30/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a $50 Sephora gift card that was purchased in a JCPenny store as a birthday gift to me and *************** won't take it, Sephora inside ****** stores won't take it, the Sephora standalone stores won't take it. I just want the money back on this card. I just spoke to ****** at the Sephora customer service # who told me there's nothing they can do & that they "don't have email capabilities" to document that my request happened. I'm told someone above ****** will call me. I spoke to her at ************** today around 3:30 pm EST I want the $50 that was spent on this card refunded to me, either with money or a gift card that will be accepted at one of your locations.also, I would like to know who got my money since both of you are acting like it's not your gift card. you're both saying it's because "your system won't accept it" so let's escalate it to whoever can write me a check if that's the case.I have been to multiple **************** starting to look like I'm getting the runaround because *************** says Sephora will honor *************************** says *************** will, but neither of you are accepting this card. I just want the money back from this card.I posted my complaint on ******* and tagged Sephora and *************** + ****** here's what *************** sent me:"Hello *******! We are terribly sorry for the troubles with your gift card. We are very happy to assist you with getting this issue resolved. Please call **************, for the resolution. We do appreciate you being a valued shopper. Quick reminder, Today is the last day to get in on the Memorial Day Sale, instore, or *******************. Please let ** know if we can assist again."that's the number to call Sephora and ****** about gift cards. It's not a *************** number. I am filing a complaint with *************** as well.
Business Response
Date: 06/06/2023
Dear *******,
We are sorry to hear of your frustrating experience with your Sephora inside ** ****** Gift Card.
In review of your account, we see you have already been assisted with this issue.
As you have included valuable details about the service you received in this complaint, please be assured that we have passed your feedback on to the appropriate leadership for review.
We invite you to contact ****** Services if there is anything else we can help with.
Sincerely,
Sephora ****** Services
Initial Complaint
Date:05/28/2023
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 purchased two items online from Sepgora.com, which I returned 30 days ago on April 28, and they received them on May 3. Their written policy is that if our refund is not processed within 30 days from the date we SENT our returns, they will do it manually at that time, which theyve already had to do once last month, so theyre certainly capable of doing so. I spent $140 on those items, which they have in their possession, and they are telling me I have to wait INDEFINITELY for a refund, (despite every other one getting processed the very next day after receiving it, and of course despite their written policy on 30 days), so clearly somebody has lost the order. Theyre now refusing to give me ANY end date/resolution date, that I have to wait indefinitely for my refund. Essentially informing that I will NEVER see my money again, if it never gets processed by the warehouse. Those orders were purchased on April 17, and the order numbers are *********** and ***********. I want my money returned ASAP. This is literal theft by this company.
Business Response
Date: 06/01/2023
Dear *********,
We are sorry to hear of your frustrating return experience with orders #*********** and #***********.
In review of your account, we see you have already been assisted with your refunds.
As you have included valuable details about your experience in this complaint, please be assured that we have passed your feedback on to the appropriate leadership for review.
We invite you to contact ****** Services if there is anything else we can help with.
Sincerely,
Sephora ****** Services
Initial Complaint
Date:05/27/2023
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.
Sephora will not refund me for tax on an item I returned although I paid tax on the product and am due tax with the return. I have talked to 6 different agents who can not tell me why tax isnt included and have not helped me get this issue resolved. Order ***********
Business Response
Date: 06/01/2023
Dear *******,
We apologize that your tax was missing from your refund processed under order #***********.
To correct this error, we have completed a refund of $4.56 to the original method of payment you used for this order, a **** card. Please note,it can take several days for your financial institution to post the refund to your account. If you have further questions about this time frame, we recommend reaching out to your bank directly.
Thank you for your patience and understanding as we worked to research this issue and correct it for you.
Sincerely,
Sephora Client Services
Initial Complaint
Date:05/26/2023
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 purchased a bottle of $75 ********************* Foundation. The product appears to be defective because it is separating in the bottle and not able to be used. It looks expired, however the expiration date is one year after purchase. I contacted Sephora who rudely laughed on the phone and told me there was nothing they could do and to contact *********************. I then emailed ********************* and they told me there was nothing they could do since the item was purchased at Sephora. This is ridiculous. Now I have a $75 bottle of foundation that I cannot use and neither company will stand behind they product.
Business Response
Date: 05/31/2023
Dear *******,

We are sorry to learn that your ********************* LABS ***************************** is separating in the bottle.

The foundation was purchased at the Sephora Perimeter store on December 9, 2022 without notation of damage or defects.

New or gently used items are eligible for a full refund within 30 days from when the order was placed. Items returned within 31 and 60 days will receive store credit which does not expire.

The last day to make a return in-store was February 9, 2023, 60 days past the date the purchase was made. We are no longer able to accept the item for a refund or store credit as the purchase was made over 60 days ago.

Thank you for taking the time to share your concerns. We hope this information clarifies.

Sincerely,
Sephora Client Services
Customer Answer
Date: 05/31/2023

Complaint: 20108592

I am rejecting this response because: the foundation has an expiration date of 12 months; however with the foundation separating in the bottle informs me that the foundation has already expired, which means Sephora knowingly sold a foundation that was expired.

Sincerely,

***************************
Business Response
Date: 06/04/2023
Dear *******,
To best assist with your concerns, weve sent you an email to the address used when submitting your complaint.
We look forward to speaking with you directly.
Sincerely,
Sephora Client Services
Initial Complaint
Date:05/23/2023
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.
The order was placed on 5-12-23,I filed a dispute on **** with sephora and was told to contact carrier, as they wouldn't help me. I contacted the carrier who started a dispute, and confirmed the package was in fact NOT delivered to the correct address, and to contact the merchant for resolution. I contacted sephora by phone and was told they would not help me because it was a "high priced order" So I opened a support chat to confirm this, and found out they refuse to refund or make right a order the almost $400 order, they didnt get a a carrier to sign for. All this despite *** confirming it wasn't delivered.
Business Response
Date: 05/27/2023
Dear ****,

We are sorry to learn you did not receive your order ***********.

The parcel associated to *** tracking 1Z5R68920378054894 was delivered to the address provided on the order on 5/17/23 at 11:58 a.m. local time.

Due to the confirmed delivery, we are unable to offer a reshipment or refund for this order.

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 ****** Services
Customer Answer
Date: 05/28/2023

Complaint: 20097527

I am rejecting this response because:
Ups Confirmed the package was NOT delivered and contacted Sephora ro say so, and *** filled a claim with Sephora on my behalf, therefore it was NOT delivered.
Sincerely,

***************************
Business Response
Date: 06/09/2023
Dear *******,
Based on the update you have provided we are investigating this further with the shipping carrier. We hope to have an update for you soon.
Please reject this reply within the BBB portal so that we can respond again to your concerns once we have additional insight.
We thank you for your patience.
Sincerely,
Sephora Client Services
Initial Complaint
Date:05/22/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I ordered $1,569.00 worth of items from Sephora, I received a damaged order on February 12. I requested a return label from Sephora. They gave it to me, I sent the order back to them. The order was delivered on March 17th. I wrote them to the support service, but they all didnt care, I communicated with both agents and supervisors. at first they promised that they would return the money within 30 days after the delivery of the goods to their ************* days have passed and the money has not been returned. I contacted them many times and they simply ignored my requests for a refund, they said that they would return it soon, etc. today, May 22, but I never received my money order number *********** track number of the return of goods **********************
Business Response
Date: 05/23/2023
Dear *****,
We apologize if there has been any confusion regarding the return of your order.
Despite the return tracking information stating a package arrived at our distribution center, our team was not able to process a refund for your order,#***********. Our team did not find that the items selected for return were sent back. It is for this reason we are not able to accommodate you with a refund. We apologize for any disappointment this may cause.
Thank you for the opportunity to address your concerns.
Sincerely,
Sephora Client Services
Customer Answer
Date: 05/29/2023

Complaint: 20089840

I am rejecting this response because: I returned the order to the store, but the store did not return my money to me

Sincerely,

*********************
Business Response
Date: 06/04/2023
Dear *****,
Thank you for giving us the opportunity to clarify further about your return.
Our records show you initiated a return by mail to our distribution center; there is no indication that you made your return to a Sephora store.
As previously confirmed, the details of your return package do not indicate the products in question were actually sent back to **. Please know, our distribution center cannot process a refund for items we do not have.This is Sephoras final business decision.
We hope this has helped to confirm the status of your return.
Sincerely,
Sephora Client Services
Initial Complaint
Date:05/16/2023
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.
My order was not delivered and Sephora not only refused to give me a refund and reshipment, after putting me through a lot of trouble with contacting the carrier Sephora accused me of having multiple accounts and having too many issues with my account which are not only false, but they refused to elaborate on their accusation.
Business Response
Date: 05/17/2023
Dear ****,

We are sorry to hear of the continued issues that youve had with your missing order 60187741477.

In review of your information, we see you have already been assisted with a reshipment and that the issue has been resolved.

We invite you to contact ****** Services if there is anything else we can help with.

Sincerely,

Sephora ****** Services
Customer Answer
Date: 05/18/2023

Complaint: 20067023

I am rejecting this response because:
The issue took around 3 weeks to get resolved, and customer service continued making accusations of me for having multiple accounts, and previously having issues with my orders. They refused to elaborate on these matters and never apologized for making accusations. I felt discriminated and disrespected by Sephora, not to mention that in the past, Sephora blocked the online accounts of scores of customers with Asian names because it suspected them of buying discount items in bulk to resell them (*******************************************************************************************************************************************************************). Sephora has clearly exhibited a pattern of discrimination.
I also believe that Sephora would never have resolved the issue had I never filed the complaint. I deserve a gesture besides an apology.

Sincerely,

*******************
Business Response
Date: 05/23/2023
Dear ****,
Thank you for your additional feedback. These details have been added to what we have already documented on your behalf and shared with the appropriate leaders for their review and consideration.
We apologize for any inconvenience and frustration this situation has caused; however, we are glad to confirm once more that your missing order issue was resolved on 5/16/23.
Sincerely,
Sephora Client Services
Customer Answer
Date: 05/25/2023

Complaint: 20067023

I am rejecting this response because: The issue took around 3 weeks to get resolved, and customer service continued making accusations of me for having multiple accounts, and previously having issues with my orders. They refused to elaborate on these matters and never apologized for making accusations. I felt discriminated and disrespected by Sephora, not to mention that in the past, Sephora blocked the online accounts of scores of customers with Asian names because it suspected them of buying discount items in bulk to resell them (*******************************************************************************************************************************************************************). Sephora has clearly exhibited a pattern of discrimination.
I also believe that Sephora would never have resolved the issue had I never filed the complaint. I deserve a gesture besides an apology and will not accept until then.

Sincerely,

*******************
Initial Complaint
Date:05/16/2023
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 May 13th 2023, I ordered 4 items from Sephora to be delivered same day delivery. When the package arrived, it was clearly tampered with and 2 of the 4 items were missing. When I called Sephora they said sorry but the system won't issue a refund because you've had one before. When I asked if they could replace the items or override the system they said no...sorry...we can't. I feel like I am being stolen from. I don't have money to throw away like this. The items cost over 140 dollars together...Prada candy perfume and skinfix.
Business Response
Date: 05/17/2023
Dear ****,

We are sorry to learn that you are missing the Prada CANDY *** de ****** and the Skinfix Barrier+ Triple Lipid-Peptide Refillable Face Cream from order ***********.

The parcel associated to your Same Day Delivery order was delivered to your shipping address on 05/13/2023 at 04:26 PM and without notation of damage or an open bag.

Due to the multiple instances in which weve previously assisted you across this and other accounts associated to your information, a reshipment or refund will not be offered.

Please know that we welcome you to continue shopping with ** online, but if you place orders to this or other addresses this will 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. The Sephora store at the *************** may be closest to you.

Thank you for allowing ** the opportunity to address your concerns, and we hope this information better clarifies.

Sincerely,

Sephora Client Services
Initial Complaint
Date:05/15/2023
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.
To Whom It May ********* am contacting you because on March 11th, 2023 I received an email indicating "Your account needs attention". Upon checking I learned that not only had I been being charged fees after paying off my credit card balance in full, but that Sephora had reported delinquencies on my credit report without so much as an email or phone call to indicate that I owed anything. Upon discussing this with a Sephora representative I was initially given an apology and told that the issue would be fixed and removed from my credit by the end of the month when Sephora reported to the credit bureaus. However, this was a lie. After the end of the month my Sephora account reflected that I was actually owed approximately $11 but my credit report had not been updated. I called back on April 4th and April 22nd and was told that it would actually take 30 and 45 days respectively for the changes to be noted on my credit. These were again lies. To date my credit has not been updated. It should be noted that I have been recording my messaged with Sephora and thusly have evidence of the representatives reporting that my credit would be fixed despite their continued failure to do so.
Business Response
Date: 05/24/2023
Dear *****,
Were very sorry to learn of your frustrating experience in trying to resolve your concerns with your Sephora credit card.
As ********************* issues and handles all Sephora credit card related inquiries, we regret that we are unable to access any details related to your account or assist with your balance.
I invite you to contact either of the following numbers to resolve your ongoing issue.
Sephora **** card: ************
Sephora private label card (no **** logo): ************
We hope these details clarify and thank you for allowing ** the opportunity to address your concerns.
Sincerely,
Sephora Client Services
Customer Answer
Date: 05/31/2023

Complaint: 20062975

I am rejecting this response because:
Sephora is doing nothing to handle the issue. I have already contacted them and their credit card provider and nobody wants to do anything with this being my last resort before taking legal action. I went into a Sephora branch and was talked into getting this credit card and yet now that Sephora has done it's level best to ruin my credit over its immoral activities they are playing pass the buck.

Sincerely,

*********************
Business Response
Date: 06/06/2023
Dear *****,
To best assist with your concerns, weve sent you an email to the address used when submitting your complaint.
We look forward to speaking with you directly.
Sincerely,
Sephora Client Services

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Sephora is NOT a BBB Accredited Business.