Sephora NZ Reviews 

Absolutely terrible. Do not use. Take your money elsewhere Sephora SUCKS

Honestly worst customer service team ever.

I ordered a parcel over a month ago and they keep telling me they are having delays and all these issues with DHL so I decided to buy something else just to prove to them they had lost my parcel. It came in 2 days! they still refuse to admit the parcel is lost or refund me my money. Will not shop here again. MECCA all the way.

I am a gold member of 3 years and closing my account. Sephora sent me an order they themselves cancelled due to stock unavailability. Stock became available shortly after they had cancelled my order, so I tried ordering again. That order worked. Unfortunately they also sent me the cancelled order-and charged me for it. The only thing they offered me was their standard refund if I take a photo of product. (To prove I'm not lying.) It took a week to get to this point. No, I'm out.

Despite having my student discount code appear in the cart, they conveniently charged me full price. They don't honour discount coupons. I was purchasing items that were already expensive as is and the reason I decided to commit to the purchase was purely based on the discount that was meant to be applied to the order.

Sephora is crap and poor customer service I bought my item and nz Courior driver delivered the item at different address.
Lucky I was outside few times and few times my neighbour handover mentee times and this time Idk where driver put it and checked with neighbours and they don’t now and nz Courior said to contact to contact to sephora and sephora said they are waiting from nz curious and it is too frustrating and no one gave me proper answer and it's been 3 weeks now and customer service is crap.

I ordered a toner and it was delivered quickly however the cap was broken and some of the toner had leaked out.

Not a problem I thought, things break. I'll just contact customer service who will replace the item or refund me.

I completed the online complaints form and attached some clear photos of the broken bottle.

I was then asked to provide a video of the broken bottle, I was a little annoyed because the photos in my opinion were very clear evidence of the problem. Nonetheless I created a video demonstrating where the bottle cap was broken.

Well apparently this was not enough and several days later after me chasing them for a response I was asked to provide ANOTHER video showing the problem. Did Sephora require a feature length film giving the broken bottle a back story, perhaps a narrator sadly stating 'this is broken' as the camera zooms into the clearly broken lid?

I have asked the customer service rep exactly what they want me to show as the broken bottle cap could not be made any clearer.

Whenever I do get the replacement or refund I am annoyed that it will have required this amount of hassle. I have never had to provide this much evidence for a faulty product from any other company.

I have placed two orders so far and the service has been beyond expectations. I have received multiple confirmation emails including multiple emails to update me on the delivery of my parcels. The parcels have arrived in perfect condition within a couple of days of placing my order, beautifully packaged. This company is an example to all others of how online ordering should work.

DO NOT PURCHASE FROM HERE. Have been waiting over a month not for my package no no for a email on a tracking number on the location for my order. Everytime I got an email from them again it’s them explaining they’re still waiting! Poor customer service never again.

DO NOT BUY FROM SEPHORA....poor customer service and their rewards get removed from your basket at the last minute due to a glitch and they dont inform you. Contacted customer service and the term "not my monkeys not my circus" springs to mind. No reward sent to fix the problem a voucher so I can spend even more to get what I was originally entitled to.. no thanks I wont be back!!!

I went to sephora sylvia park in nz and there was a lovely lady there called hebah who helped me out whilst helping 3-4 other customers within that time I was there. While talking to her I realised that few staff had called in sick so she was running the floor. I didnt buy what I went to buy but still she thoroughly looked after me and my sister. It was evident that alot of other customers wanted to be assisted by her because her customer experience was excellent

I love the service and range of products here! Thank you for being our glam go to!

If I could give zero stars I would. This company have zero care about their customers. I ordered an expensive foundation which cost me $74 through their app. A foundation I’ve used for the last 5 years (purchased elsewhere). Upon adding the item to the cart it was the colour I always purchase. Once I hit purchase and pay the app malfunctioned, changed the colour I chose and also changed my address for postage. I didn’t realise the colour change until it arrived, I noticed the address changed on my receipt and notified the company straight away. They changed the address (I’ll give them that) but when I received and notified them about the bright white foundation that arrived their response and remedy was just outright poor. Despite my explanation about the app they kindly kept advising I return the item and they would exchange at no extra cost. I live rural hence the online purchases, this was explained to their rubbish customer service reps. I drove an hour to town to rerun the product which cost me $40 to return to Australia. They then advised they would give me a credit note for $74, I asked for the shipping to be returned as this was agreed in the emails only to be told I’ll get free shipping anyway (which I had already had in the original purchase), back an forth in emails arguing my point that this mistake was not my fault but the companies app! I was still going to be out of pocket $40 for the postage. It doesn’t end there... fed up with their incompetent staff I ordered the foundation carefully again only to add the credit note for purchase to be told I needed to pay $10 postage!!! They have free postage for anything over $65 in value... so here I am again fighting these people as I don’t want to be out of pocket $50 for a mistake that they won’t take responsibility for. Still not resolved, one month later, still no makeup, pissed off customer who they’ll never have again.

I really wish I had read these reviews before ordering on the website. Long story short, by mistake I ordered twice and of course got charged twice. Sephora said there was nothing they could do.....but I could return the product for a refund. The product cost me $92 to start with then $30 to post back and they can't even acknowledge if they have received it. They are utterly hopeless. Never again will I buy anything from these incompetent con-artists!

Same poor customer experience as everyone else it seems. Have ordered before with no issues with delivery. Placed order on 4th Nov. By 10th Nov i enquired what the Fs was going on. Today we sit at 3 weeks since order and 10 days since enquiry and no informative response recieved from this company except "we haven't forgotten about your matter/covid19 hindrances/waiting responses from warehouse". Why is it so hard to establish where an item is and if it is going to be delivered? I will happily take items or a refund but right now no sign of either. Sadly do not trust to purchase from Sephora NZ again, buyers beware!

The customer service was very bad, they made me feel like it was my mistake for them missing half my items, I just wanted them replaced or refunded but they kept insisting on just store credit which I kept refusing, the only time I got what I wanted was when I was mean and I hate that.
I have left a 1 star review on a product and the review still is not up on the web site yet other reviews are up that are written since mine(four months ago) it had no swearing nothing offensive, nothing that went against their guidelines.
I haven’t shopped there since and probably won’t again after releasing same stuff it cheaper on Mecca/ beauty bay.

I want to give zero stars, but unfortunately the lowest I can give is one! I ordered an online gift voucher with Sephora for $50. When the person who received the voucher tried to cash it in at the Auckland Sephora store, they said there was only $6.50 on the voucher! They gave a number to call and an email, both of which were no longer in service when I tried to use them! I ended up using the website contact form and finally hearing back from someone. But instead of apologising and immediately correcting the voucher, I received a vague response that this was being passed on to the loyalty team and they would get back in touch. Three emails and two weeks later, they finally responded, saying that the voucher is correct and there were transactions made online and I the customer am the only one with the security code. Except I NEVER got any security code, and they are lying. They have committed THEFT against me, their customer. I'm utterly disgusted at this company, am going to take this to small claims court if need be, and will NEVER use Sephora NZ again!

It’s been more than a month ... and I still haven’t received my order . Customer service is extremely unhelpful . They literally just feed you wrong information and do nothing to resolve the problem . They kept saying they are investigating with delivery provider ,then after 3 weeks appeared it hadn’t even been shipped yet . That’s my first and last time ordering at Sephora . I truly regret doing this .

If I could give zero stars I would. Products came with the cap completely screwed off and split all through the box. Customer service was beyond unhelpful. They were very, very slow and did not offer a useful solution. Never buying online from Sephora online again.

Please do not buy from Sephora, absolutely crap service. I purchased foundation on the 1st May package arrived on the 7th which was great but no foundation. Just a couple of samples I emailed them straight away and was asked if box was tapered with because according to their system it had been packed. I advised there was no tapering. I had to then wait another 2 weeks until they heard back from their warehouseto be advised they were actually out of that product and didnt have it in stock at the time of my order. Finally got my money back today. I will never buy another product from this company. I just wish I had checked the reviews about them before I purchased.

Terrible service, just another corporate that only cares about how much consumers spend with them. Their cs staff don’t even read the enquiries fully and give generic, rude and petty replies. I purchased the wrong shade of foundation but because I was going through chemotherapy and surgery for cancer I didn’t realise this till more then 30 days after purchase.
I wrote to them explaining the situation and asked if I could change the shade..clearly this was honest mistake as I have a lot going on and the product is still in the courier bag unopened.. I didn’t even ask for a refund but their replies were so condescending! Each email from someone called Max was “We won’t refund you, you still can’t return this, read out policies” etc.. ok I read that in the first email.. you don’t need to be petty and send me that multiple times!! Seems like they just hire anyone these days!! Suggest they teach their staff basic customer service etiquette! I was a customer for 2years+ at one of their Australian branches and never came across such terrible service. I’ll take my money elsewhere, thanks. I have enough to deal with, I don’t need attitude and judgement from their inconsiderate staff!