Sephora Reviews 3,627

I had a recent order from Sephora for a cologne and was so excited to have a new scent. On the day of delivery, it showed as delivered but I didn't see it so I thought that it would come in the next couple days. I waited and waited and it never came. I contacted Sephora chat and after about 30 minutes, they said they couldnt offer me a replacement or a refund. I then called Sephora on the phone and they also said the same thing. I asked for the reason and they said that because my account is new, with no past orders, they couldn't help with my order with a replacement or refund.
I usually don't have packages go missing so I rarely have to call or chat with customer services of companies I purchase from. This is terrible business practices. I will never buy something from Sephora again. I told my significant other this and she will also stop shopping with them.
DO NOT BUY FROM SEPHORA, FRAUDULENT COMPANY

I love Sephora products but the costumer service is awful. I recently tried to buy 4 items totaling 100 dollars- when using my Apple Pay the site had an error twice so I switched to my physical card which went through. I then received receipts for both Apple Pay payments that the site had said didn't work- the order was placed an additional 2 times... ADDITIONALLY the website glitched and the login button disappeared for 2 hours- so I couldn't cancel the orders. Phone customer service was not sympathetic and reasoned it was a known glitch and was just due to my location. I lost 200 dollars today for no reason.

I made online shopping for 140.40 Euros. When the products were delivered at the shop, I went to collect them but it was not at all my package. They MADE ME TAKE the wrong products and told me to send pictures of my order to a spesific email. I did. Nothing happened. Then I contacted them again (each time you go through a badly designed auto chat) Nothing. Again... nothing. They demanded better pictures, I sent. They asked again pictures I resent. Then this time ONE PICTURE FOR ONE PRODUCT. I did . Nothing in return!!! All they have to do is to email me a SIMPLE QR CODE. That's all. It's been almost 2 weeks nothing is happening!!! What's going on? Commande n° 7055486296.

Extremely poor!! Placed order for Christmas present on 16/12/25 and it is now 19/1/26 and still not received the order.
I have sent 2 messages requesting information as to the whereabouts of order or refund but no response.

FN105105899 order number

How can someone recommend a product to me that does not suit me and then say we cannot refund? The colour matched under your ridiculously fluorescent lights making me look like a burnt clown.

And on top of that no refund. You recommend that you don't want to refund anyone now. That's why you will close down very soon

I'm.over 60 and I'm exhausted with these ridiculously scamming policies

The most helpful and kind customer service from the lovely Metadel, the Dyson expert in the mall of the emirates store Dubai 💕

Three weeks now with no resolution. Six emails, phone calls to a landline that clearly doesn’t work. A head office with no phone number. DO NOT USE THIS COMPANY.

Incredible slow refund process!
Over 6 weeks before I received my refund. I appreciate that Christmas landed in the middle, but that time frame is still unacceptable. Returned item first week in December, received refund 13th January.

Just love it

Never ordering from Sephora online or in store . I’ve been a loyal customer for years, however their online delivery is horrible . My order #746106000982 They use sketch delivery services and don’t honour if you don’t receive your packages. They won’t even offer store credit or to replace the items , so now I’m left with no money or product. I also filed a police report but they still refuse. The picture that my products was delivered to is not my front door or building lobby , I even emailed them showing them proof and they still refused to help me out . Honestly I’m too scared to order again because they don’t care about there customers . Sephora online is a scam and once they get your money they won’t help

I’ve had it with Sephora. Yesterday I went to the store in Emeryville. Today I went to the Berkeley store. Both trips require a 20 min. drive and difficult parking.

I went to Sephora because they have a wide selection and you can try on samples. The problem is that in both stores, almost every product I was interested in was not available. Either there were no samples to try, or the samples were there but they were broken or used up.

In Berkeley I finally found two products I wanted. The samples were on the shelf but there weren’t any I could actually buy.

A sign said if the product isn’t in stock, they’ll ship it to you for free. I stood in a long line clutching my samples. When I got to the front, a guy told me to GO BACK to the woman standing at the front of the store and she would “take good care” of me. I went back. The woman asked my phone number and spent a long time awkwardly typing into a phone-sized computer with her long fingernails. Finally she told me that one of the products isn't unavailable in the store OR online. I didn’t want to wait for another lengthy typing procedure. I gave up and went home.

I was prepared to spend about $60 on products but instead wasted two hours of my time and went home with nothing but frustration.

There are a lot of sales people standing around “helping” people in Sephora, although many of them are either not doing much or are not very helpful.

These people would be better employed refreshing the stock. The empty, broken or disgustingly melted, gooey products need to be replaced. The empty or unavailable samples are that way because THOSE ARE THE PRODUCTS PEOPLE WANT MOST! The samples that are on the shelf but no longer available for purchase should be removed SO THAT PEOPLE DON’T WASTE THEIR TIME TRYING TO BUY THEM.

In the meantime, don’t waste your time going there.

Amazing selection. Always find everything I need and more!

I’ve had so many issues with Sephora but now I’m officially done. My orders are constantly late and arrive damaged. I purchased almost $50 Dior lip oil and when I got it they sent me the wrong shade. I contacted customer service and they told me since they accommodated me in the past they can’t re ship or refund. Maybe if you didn’t send fragile items with no protection & shipped on time that wouldn’t happen. I don’t live near a Sephora (my closest one is 1 hr) plus I don’t drive and work. I’m so done with them. Buy at Ulta Nordstrom Macy’s etc. terrible company. Ulta is 10X better.

I placed an order with Sephora for $468, and $306worth of items simply never arrived. Not samples. Not small add-ons. The most expensive items from the order were missing.

This order was placed on December 13, and these items were meant to be gifts. I received it on December 31st. As of now, I am left with nothing. Customer service has been unable to provide a same-day delivery replacement, even though I pay for this service. Worse, they cannot even confirm when or if the replacement will be shipped. I was told they need another day to “review” the case, and that the earliest possible delivery would be January 7 if approved. The fact that approval is even a question in a case where items were clearly missing is unacceptable.

Going to a physical store is not a solution either, because I would lose my 25% discount, which I received after applying for and being approved for a Sephora credit card specifically for this purchase. So I am essentially punished for Sephora’s mistake.

No items. No samples. No accountability. Just “we can’t do anything right now.”

I understand that mistakes happen, but missing high-value items from an order is not a minor packing error. This shows a serious lack of quality control. From a company of this size, I expected far better systems, transparency, and responsibility.

This experience completely ruined my New Year plans and has significantly damaged my trust in Sephora. I genuinely want to know if this is an isolated case or if missing high-value items has become a pattern, because this level of service is unacceptable for a brand that positions itself as premium.

Sephora needs to do better.

Returned something 6 weeks ago. I went on holiday so completely forgot about it as had a lot of other things on.

Fortunately remembered and emailed, eventually got a reply to say they’d respond in a few days. Then finally a response to confirm a refund would be with me in 2-3 working days. Now I appreciate it’s the festive period, however, this would’ve taken me to around 21st December at the latest. It’s now the 29th and still no refund!!

This is not the first time this has happened! I won’t be shopping here again.

Awful service.
Returned an item which they received on the 3rd Dec.
Nothing received from Sephora.
Contacted them again on 22/12 as the number provided by their website is permanently engaged no matter what time you call.
So I emailed then x2, instagrammed, X messaged them and FB messaged them. The only response was from FB messenger telling me it was the US arm (no way no know this) and they told me to message them via a diff FB page. Done that.
No response.
Eventually got a refund message a few days later telling me that it would be into the New Year before I got a refund. No apology, no explanation.
Nothing.
Eventually got a message a few days later basically giving a timescale. No apology.
Will never buy from them again.

Some employees where a little rude but the person that helped me was very nice and knew the store layout well 

Let me tell you how Sephora handled my issue.

I ordered a FENTY BEAUTY – Hella Thicc Volumizing Mascara (Mini) as a Christmas gift for my sister.
When she opened it, the tube was completely EMPTY.

I contacted Sephora customer support, shocked and disappointed.
Their reply?

👉 They told me that I should have returned the product within 14 days.

So let me get this straight:
Was I supposed to open my sister’s gift before giving it to her to check whether the mascara was actually filled?

This makes absolutely no sense.
This wasn’t a “change of mind” return — it was a defective product and a quality control issue.

For a brand like Sephora, this response is unacceptable.
Instead of taking responsibility, they put the blame on the customer.
Very disappointing experience, and honestly, a loss of trust.

I've never shopped at Sapporo I hear it is a great place to go and get some of the most fabulous perfumes and makeup. But I have never been there good night and I just wanted to say that I always hear such great stuff about yours, your store. Thank you, shoo.

Poor service, do not trust. As other reviews gift card ordered before Xmas never received, Evri never given. Getting auto replies from emails, and other contact links are dead. No one to speak to.
Was sent an invite to give a review, so I stated as above with 1 star, not surprisingly I received an email saying that the review was not published as it "didn't meet their criteria". So there is someone who has read my complaint but still no reply.