SEPHORA

Melissa B 

on BBB

2 years ago

I booked a service at a ******** Sephora location and a week out cancelled my appointment as I wanted to upgrade the service. I then proceeded to try to rebook the new service and accidentally booked it on the wrong date (still 48 hours out) so I proceeded to cancel that appointment (well within the 24 hour cancellation period) and rebooked the appointment for the correct date. My credit card has been charged a $30 fee six separate times, and refunded four times. I do not understand why I still have 2 separate $30 fees on my... read more

IL 

on BBB

2 years ago

Their 30 day return starts from the day of purchase rather than delivered date. While that might not be an issue during most times of the year, it's a huge issue during holiday season. I placed an order during their VIB sale but given the popularity my order was delayed and delivered two weeks from order date, so technically I only had two weeks to return said items. I don't mind the late delivery, I wasn't in a rush, but I needed more time to return and their return policy should reflect that. While most companies' return d... read more

Savanna G 

on BBB

3 years ago

I wanted to purchase the fresh ******************************** Value Set yesterday as it was on sale for $42.00 rather than $59.00. But when I clicked to checkout the discount was gone. The discount did not show ** even in my cart only on the Sephora app browser or when you clicked on the brand fresh. I tried connecting with a Sephora beauty advisor online but got disconnected, I tried to start a new one but it was unavailable. Ive tried calling the Sephora customer service number your company has provided but it seems it h... read more

AK 

on BBB

3 years ago

I placed an order for a same-day delivery at the end of October. That order never made it to me, and after 2 hours on a call with customer service, I had nothing to show for it. I had to re-place the order with normal shipping, which I did during the *** 15% off sale. That order also had "technical difficulties" and never made it to me. I had to have the customer service rep ******** this for me so that I could retain my discount. They confirmed the order had gone through, and so did a customer service rep I had been in cont... read more

Akash P. 

on BBB

3 years ago

Worst company I have ever had to do business with. I am a brand new customer, have never shopped there in my life. They had a sale that caught my attention and I decided to try them out. ****** learned. ******** services what I thought was nice, but now I realize that they only lied so I would stop pestering. I placed my order, that order never made it to me. Sephora rep literally stated to me " we have confirmed the shipment never made it to you". They offered me a refund. I appreciated it, and accepted the offer. I went in... read more

sen z. 

on BBB

3 years ago

I placed an order on 5th Oct, including a Kiehls set which supposed to be very heavy.However,after they shipped out,I checked on website and it showed very less weight.I suspect the package was missing something and when it arrive,that kiehls set is not inside the package!I called them immediately and they said they will not responsible for that just because I used a forwarder address.It is unacceptable because clearly the package was missing something in the beginning because the original weight is clearly not right! I unde... read more

Robert M. 

on BBB

3 years ago

My credit card was stolen and used to purchase nearly $200 worth of merchandise from Sephora. I have never had any business with this company. When I disputed the transaction with my credit card company, Sephora told them that merchandise was shipped and delivered to my home address, which did not happen. I work from home, and my work space faces the entrance that a delivery service has to make.I called Sephora to find out more about this transaction. When I spoke to the manager, the manager kept pumping me for the very info... read more

Michelle G 

on BBB

3 years ago

Horrible customer service. They are clueless over the phone and in store. 

David L 

on BBB

3 years ago

Sephoras has an automated system when generating addresses that will supersede any input the customer enters. This creates false addresses which cannot be shipped. Sephoras cancellation takes over 48 hours to confirm and they will not escalate you to upper management. This retailer has an archaic internal system that forces the customers to seek resolution, not vice versa.