Sephora NZ Reviews 

literally nothing is ever in stock! If anything IS ever restocked, you have a short window of time to grab it or it's out of stock again and they take months to restock it! I have never seen anything like it. Why carry a brand if you never have it in stock? Will try anywhere else but here because of it.

Sephora sent me the wrong product and I had to chase them up several times to get it picked up, which took weeks. Then I spent some more weeks waiting for the correct one to arrive which it never did. Eventually I emailed again to let them know the situation and then, and only because I emailed, did they give me a refund. This was 11 WEEKS after I placed the order. Never again will I buy from this company.

Despite the fact that I paid for my order, Sephora NZ canceled it and subsequently have been impossible to deal with in trying to resolve the situation - they took my money and will not give me either my order or a refund. This is unacceptable theft and the fact that I've been trying to resolve it for a week only to repeatedly be asked for the same information and ignored when I provide it is unreal. At this point I don't care whether I receive a refund or the products that I ordered, but the fact they refuse to provide either or make any real good faith effort to find out what the problem with their system was that they're struggling to locate my payment (which the Afterpay service has record of and has contacted them regarding) is unprofessional and ridiculous. They cannot be trusted with your money. I would highly recommend shopping literally anywhere else.

It's been 19 days since I place my order. 10 days since they offer to cancel my order and give a refund.

Haven't got anything yet...

After going back and forward for months this was the solution to not supplying my order was for it to be refunded and a lesser discount offered, this was my last email to them:
So the options are refund and:
Buy in store full price
Or
Buy online for 15% off when I currently have paid with 30% off

'I am confused/concerned that you are saying your dispatch team are not capable of fulfilling and shipping my current order but they will ship my order of I reorder at a higher price.
So not only have you held my money for over a month you are now saying I can only have my products if I pay more for them?

If you were never able to deliver my products at the price I paid then taking my order was misleading.

As per the fair trading act:
It is illegal for a business to mislead or deceive you about the things they sell. This includes:
-unfair sales practices like bait advertising, which is when businesses lure you in with cheap items that are unavailable, then offer a more expensive item instead.'

They replied to let me know they have refunded my ordered and ignored my concerns of misleading sales practices.

I would never place another online order with Sephora!

*UPDATE* DO NOT ORDER FROM HERE. It’s a scam. They won’t send or cancel my order OR give me a refund.... or any info as to when they will do any of these things. Overseas customer service just fobs you off...

I ordered two lipsticks and a foundation totalling $150 on August 30th with the expectation of 2-4 working days delivery as I believe the ambiguous app/website states. However after a week there was no movement and the status still said ‘packing order’. I emailed customer service and was told ‘sorry you aren’t receiving your goods in a timely fashion, let me look into this and I’ll be back to you in 5 working days’. A second week after they took my money.

I then replied saying the reply was not satisfactory and was told that the same person, Joy, was sorry for the inconvenience and that I could rest assured she was monitoring my order and had escalated it.

Now I see these reviews I wish I hadn’t bothered. I’ll be cancelling this order and ordering the items from the U.K. where I can actually receive a feasibly fast reply and my package in less time.

Not good enough Sephora NZ. I thought you were a reputable brand. First and last order I will ever make with you. Don’t believe the hype. Total scam artists.

I have ordered many times from Sephora and they have been so so good, quick shipping and good customer service. But sadly I recently purchased a Marc Jacobs eyeshadow palette for my school ball. I ordered this on the 15th July. I contacted Sephora a week after asking why it hadn't been shipped yet. Several weeks past and there was still no update to what had happened to my package. So I finally gave up and request to cancel it, another week passed and I didn't get a confirmation of my cancelation. Today the 6th of August I get an email saying my package should be delivered by the 7th August, 4 weeks after I placed my order. I contacted Sephora again asking why they did not cancel my order and all they could say was if you are unhappy with the goods you receive then you can return them.

Thanks for the help Sephora you missed my ball and you're making it incredibly hard for me to get my money back. Don't think i will be shopping there again for a while. Awful customer service!!!

I’d ordered a couple of times when the first launched the NZ site and it was great, no problems fast shipping. Then when they announced they’d be moving to a bigger warehouse I noticed a lot of negative reviews starting rolling in. As I had never had a bad experience I was unphased so placed another order 3 weeks ago. For over a week it said it was still being packed so I emailed customer service and they advised it had been assigned to a carrier and should be with me soon. Later that night I receive another email and they advise me it was returned due to a delivery issue. By that point the products I had used my points on were unavailable and 2 things in my order were sold out. They refused to attempt delivery again as they would need to investigate the issue.

DO NOT ORDER FROM SAPHORA I saved to treat myslf a mum of 4 and spent over $200 worth of make up I was so excited after weeks I got worried so emailed saphora got an email back sorry once I hear back from the warehouse I'll let you no weeks later asking for a refund sorry you can only use the money at saphora once we hear from the warehouse it's been over a month nothing I get an email once a week saying I I havnt forgot about you but nothing from the warehouse I feel so sadened 😪

I ordered item and it didn't arrive in time, I asked for explanation. The answer is the order was cancelled due process error, money will be returned. But here is your 15% off and free shipping for your troubles. Ok, errors happen. I ordered the same item again. No order, no money and no response anymore.
Don't order, it is a fraud!

Update on this. When you send them email on website they immediately send you empty email back as a response. Very f***g nice.

Don't order from Sephora NZ!

I wish I had read the reviews before ordering. A week later and it still says it's being packed. For $10 I expect overnight shipping, absolute MAX 3 days. After seeing other posts I'm worried it's not going to show up at all.

I own an ecommerce business. We also charge $10 for shipping - but we dispatch SAME DAY and put them on a courier that delivers overnight. Customers who have ordered from me at 3pm have received their orders the next morning.

Absolute BS from such a large company.

Worst online shopping, have been waiting for my orders to be delivered since a week now when the website says delivery is 2-4 days ? Horrible services as you won't get response from customer care. It just opened and already such a bad services. Will never order online from sephora nz. They reduce the prices cheaper online than the store just to make people fool .

Worst online shopping experience ever. After waiting ten days with numerous ambiguous responses to all of my enquiries, I have received nothing. I've asked for a refund and have been told I have to wait another five days for this. I have little to no expectations that I will receive it considering the overwhelming amount of negative feedback that I have read online.

DO NOT order from Sephora, they will take your money and you will have nothing to show for it. Order from Mecca Maxima, delivery with them is about two days.

Terrible shopping experience!

Decided to finally purchase from Sephora NZ as they had brands not available in NZ elsewhere. After over a week of no email stating my package had been shipped I emailed them. Instead of getting back to me, they cancelled my order! No explanation as yet, I went back to their website and the products are still in stock so no idea why my order was cancelled. It's left a bad taste in my mouth though and from seeing other reviews, I won't be shopping on that website again. I'll just have to stick to other brands!

Worst online shopping experience I've had - and I've had a lot of experiences.

Made an order during a sale. It takes 11 days before I'm updated that the item has shipped, with tracking, despite it being 'in transit' for the past 5 days.
Two hours later - I get an email saying my order is being returned to sender.
I email customer service, asking for an explanation. I get none, but I'm told that they can offer a refund. I tell them I don't want a refund, I want my items and an explanation.
They respond saying they cannot send replacements as my items aren't available. But they sure can offer me a refund. Nothing about WHY the shipping took so long or was returned to sender.
At this point, it's clear I'm getting nowhere, so I call to speak to a human. Again, I'm told that I can have a refund, but my items can't be sent out. Sorry about it. I ask if they can just, send the items that are available to me, and refund me on the ones that aren't. The rep tells me she has to talk to 'the team', which I suspect is a couple people drinking coffee and browsing Reddit, and will email me later. Fine.
Get the email. Unfortunately the items I purchased aren't available, but I can have a refund. There's a 15% coupon and 100 points in there too. I tell her that the coupon isn't valuable to me, as even if I were to repurchase my order, I would be paying more since they were on sale. Again, I say - just send what's available and refund what isn't. Surely that can't be so hard.
I'm told they can't do anything and have filed a refund.
I tell them, very well, but they can keep their voucher and points and go ahead and close my account, as I won't be doing business with them again.
Here's to hoping the refund isn't going to take 15 days to process.

What a giant waste of time. Huge pain in the buttocks.

I have made 5 orders over the last month. The first one i had no problems with. The last four have been ridiculous. Each missing the freebies which didn't annoy me as the next purchase. I purchased one order End of May. It has taken over a month to be sent. After speaking to three different people the last girl Irish was a pleasure to talk too and actually found out where it was and moved it along. I received it today and to my surprise, It was missing half of the contents. This really annoyed me. So i got on the live chat and spoke with Marievi who too was great to deal with. I will not be shopping with Sephora online again. So all and all - customer service from those two girls = great. delivery = HORRIBLE

2-4 day shipping completely rubbish, have been waiting couple of weeks and order is still being “prepared” have contacted them 3-4 times now to try and cancel the order and get it refunded. Just keep getting the run around. Would never order from them again.

No star if I could
My story's pretty much the same as everyone else here with a refund problem, except I never got the product in the first place.

I received my package with only I product I purchased out of 2. I asked what happened, and after ignoring me for several emails they confirmed the order was packed wrongly, and they won't refund me or resend me the product (in stock as I checked) even though I did not do anything wrong (I didn't even have the chance to damage anything cuz it was not even sent to me). They offered a voucher as a resolution and as much as I was unpleasant, I agreed naively out of kindness (at that stage of dealing with them) and the thought that I will use this to purchase the product that they didn't send.
Later what happened disgusted me, (after it took like 2 days for them to "report to higher team") they gave me a voucher which turned out to be invalid, when I asked them what the heck was going on in the nicest way I could... Well, they never replied since then. I'm still writing to them, which is by far the biggest torture I've encountered in my life. Sephora's done a good job putting me in my absolute worst mood.

If you wonder why. First off, It takes them days to write back emails consist of no more than 2 lines of words. And each people you contacted will only respond to your email once, they appear once and for all, never follow up (probably because they won't do anything about your problem). You'll have to keep writing to different people and repeat your story again and again, which you'll get really sick of.

If you talk to them on live chat, they'll try absolutely everything they can to end it ASAP by telling you to switch to email (so they can ignore you some more).

In the end, it'll just be endless waiting, feeling exploited financially and mentally, as well as the regret of putting yourself through such a horrific experience by trusting them. I don't think I've dealt with anything whilst shopping that gave me so many negative thoughts.

If I have to choose, I'm willing to spend twice as much for the exact same thing on any other retailers than to ever look at this resentful untrustworthy brand again. So Seriously, if you want to get your mood and day ruined, go for Sephora, otherwise, PLEASE save yourself from hell.

Worst customer service of any brand I’ve ever had. Regular customer spanning several years and thousands of dollars - there are constant problems with their website and voucher system meaning I have missed out on products I am due several times. The latest mess is a simple order that has taken 3 weeks so far and still has not arrived due to them not filling out a customs form correctly. This package has been on hold for over a week and DHL have confirmed that they STILL are yet to complete the correct paperwork. Standard robotic responses and taking up to 5 days to answer a simple email asking for an update. Get your act together Sephora

Sephora nz took my money and didn’t send my order, it’s been months and I’m still waiting for a refund. They never answer the customer service number and they keep coming up with excuses when you email them, they don’t actually resolve the issue.