Sephora

I BOUGHT SOME HAIR PRODUCTS ON NOVEMBER 23 AND SUPPOSED TO RECIVE THAT ON NOVEMBER 35 AND NOT ONLY I DID NOT RECEIVED IT I GOT THE EMAIL FROM SEPHORA CUSTOMER SERVICE YOU SHIPMENT GOT LOST (THEIR PROBLEM NOT MINE) AND THEY SENT AN EMAIL THEY WILL WAIVE THE SHIPMENT CHARGES FOR SECOND TIME THEY WILL SEND THEM TO ME BY NOVEMBER 29?FIRST OF ALL I DID NOT DO ANY WRONG DOING TO GET CHARGE TWICE FOR THE SAME SHIPMENT SO THAT IS NOT FAVOUR TO ME MOREOVER I WANT TO CANCEL MY ORDER AS IT DID NOT DELIVER ON TIME AND RETURN MY MONEY BUT THEY REFUSED TO ANDWER AND KEEP SENDING STUPID EMAILS SEPHORA NOT INTERESTED TO SHOP FROM MESSY COMPANY LIKE YOU NO LONGER

My concern was that i had tried to place an order online, it couldnt process my information correctly, so after a few times of retyping it in i gave up and looked in my bank to see if there was an issue. Lo and behold the money for the order had disappeared as if the transaction did go through! Didnt show me that at all whatsoever on the sephora website, no 'online order history' at all, but it showed i gained 68 beauty insider points? I was beyond confused and afraid i was duped out of my order and my money! But with hopes still high, as ordering straight from the retailer would be the better option than ebay, i called the next day during the hours, and the woman who assisted me settled my fright, as the site did accept shipment, but my bank had actually cancelled and is witholding the money for the time being because i had tried placing the order too many times to no avail (or so i thought). I will be receiving my money back in 3-7 business days! I am still a little worried as i have heard and read terrible reviews of ordering from them online..

Same problem as others have listed with online ordering. There was an error message with address associated with my card. I did the transaction twice thinking it was some sort of glitch. I just did an online order with that card and had no issues. Then I checked my account and indeed there was 2 holds pending on my account. I called Sephora up and the woman said she would fix it and authorize a release. I waited and checked my account 2 days later. One transaction was taken off but the 2nd one was still there. I called back and was told it was just going to fall off by itself. One week later it is still there. Now I am pissed and call a third time. This time they have me do a three way call with my bank and 30 minutes later things are resolved. What a pain in the neck. 80 percent of my shopping is done online. I will never ever ever use Sephora.com again. I am a VIB too, I spend quite a bit of money there but now I am most likely going to shop at Ulta or just go directly to the vendors site.

THE CUSTOMER SERVICE FOR SEPHORA.COM DOESN'T GET ANY WORSE THAN THIS! ON THE WEBSITE, IT STATES THAT WHEN YOU SPEND $350.00 IN A CALENDAR YEAR AT SEPHORA.COM OR IN STORE, YOU WILL RECIEVE A "VIB STATUS" WHICH ENTITLES YOU TO FREE PERKS AND EXTRA SAMPLES AND SO ON AND SO FORTH... I SPENT THIS MONEY AS OF 2 AND 1/2 MONTHS AGO AND AFTER AT LEAST 6 PHONE CALLS AND TWO EMAILS TO THE COMPANY, I HAVE YET TO SEE AN Y TYPE OF RESOLUTION OR COMPENSATION! I WAS TOLD SO MANY EXCUSES AND GIVEN THE BRUSH OFF SO AMNY TIMES WITH REGARDS TO MY "VIB STATUS"... WHAT IS THE POINT OF SHOPPING AT SEPHORA? TO BE ABLE TO SEE ALL THE BRANDS YOU LIKE AT ONCE, AND TO RECEIVE THE MANY "PERKS" THAT THEY PROMISE TO THEIR CUSTOMERS, RIGHT? OTHERWISE WE COULD ALL JUST BUY DIRECTLY FROM THE COMPANIES THAT MANUFACTURE THE COSMETICS THAT WE LOVE! THE LACK OF FOLLOW UP AND THE CONSTANT EXCUSES FOR BAD CUSTOMER SERVICE HAVE LED ME TO TAKE MY BUSINESS ELSEWHERE!

I purchase on-line a lot - I'm a VIB Rouge so I get free shipping.
I had made an order three weeks ago and still haven't received it, so I contacted customer service. The agent advised that I go to my postal outlet to see if my order had been received even though I had not been notified. I went today - my shipment hasn't been received.

So I called Sephora back. The customer service agent asked for the order number, then put me on hold for 10 minutes. She did not ask me what my concern was, what happened, what the problem was. She simply put me on hold for 10 minutes than came back and advised me that a security report had been filed and I would have to wait 14 days before anything could be done. I asked if I could get a refund. I was told I would have to wait until the security incident was closed. I asked to speak to a manager, and of course, after being placed on hold for another 10 minutes, no manager was available.

I was made to feel like a criminal! There was no explanation as to what the security report meant, what it entailed, and what the process was about. And I was told I was not allowed a refund until it "cleared". I spend a lot of money at Sephora. And even if I did not, a customer should not be treated in such an ill manner! I would give zero stars if possible.

Sephora.com has the WORSE GHETTO customer service in the nation! For an upscale store that sells high end products you would think they would have a decent approach when it comes to their customers. I called to cancel my order and the Rep I spoke with told me my order would be cancel without 24 hours. 3 days later I had not receive a confirmation that my order was cancel so I called back and was told that the Rep. I spoke with did not cancel the order and it was still being process in the ware house I asked to speak with a supervisor and I was on hold for 25 minutes and she kept telling me the supervisor was talking to other clients but it all sounded like a bunch lies! Finally, the supervisor came on the line with no knowledge of what happened so I had to explain all over and he couldn't tell me anything decent except that he was going to call their distribution center and see if he could cancel the order or I will have to wait for the order to arrive then go to a store and return …. What modern day, billion dollar industry, with an online store can't cancel a simple order with phone call? Either that or they just DON'T want to cancel your order period! Wrong place to try and get your money back from, poor GHETTO customer service and bunch of liars!

I LOVE SEPHORA. They have one of the BEST return policies ever! You can return items even without the receipt, even if you're already half way through with it. So awesome

My wife loves theyre makeup. I can say that this is the best quality and best service available for retail makeup stores. I can't say anything negative.

I bought the 6color powder from Sephora, and got a brush when I bought powder. This is a set I can use year round. The color is definitely warm toned and goes good with light to medium skin.

This store has the best products, fast shipping and free shipping over 35! They have great return system too. And they have Klarna/zip ect so you can split the payments.

Absolutely ridiculous! Horrible customer service and online ordering. I've orderd for years and never had this happen or any issues. They charged my card the total amount of my order and then almost a day later charged my account another charge! I called customer service the first lady said her computer was all wonky and not working and then I asked for her manager and he told me it's the banking system they do a pending charge and then give the money back. First of all it does not state anywhere and the manager even admitted they did not inform what so ever that they would be taking way more money out of my account then they said in the emails. He was rude he kept repeating himself and talking over me. He offered me a 10$ dollar credit which was not near what they took from me. I'm late on my rent now cause I didnt expect them to take the last of my money. Cause they already took what was owed. I'm furious with this situation. My bank specified that the orginal charge is not pending and that it fully went through! So theres no reason at all to take more money! They basically robbed me for the last of my money. And told me for half hour they couldn't help me. What a joke! Absolutely horrible customer service I will be switching where I purchase my makeup. HORRIBLE

I like very sweet scents and here is the variety of them. I like this site not only because of a huge choice of perfums but also because the prices are good.

I SPECIFICALLY ordered online to get the 5 free samples that I trully wanted to give a try so badly and even purchase afterwards. I literally got not ONE! No where did I see before I ordered that the samples would be swapped out if they were sold out of them, the worst part is you're not sold out because they are still available in the sephora app to choose for a sample! So why did I get zero items that I wanted! I'm 25 yrs old and got things like age defying night cream or shampoos that I can't use because if my sensitive scalp and other odd things I don't even know what do to with. Then I waited 30 minutes on the phone to talk to someone and they told me nothing could be done but give me a few points, what am I going to do with points? I'm honestly getting fed up with sephora and its "rewards" or "points" or "mobile offers" it really does nothing spectacular and I've spent a ton of money here for who knows what reason.
Like I said I literally ordered here again for the 5 very specific items I seriously wanted to try so I hurried and ordered, if that can't be followed threw not even for ONE single item then why bother & why have the options up?! I'm very close to just skipping the sephora all together and switching to ulta because that's ridiculous, their point system seems better anyways.

It took quite a while to find someone that could help me find a product.When she came, she didnt look happy

Don't trust to order products trough sephora website, I ordered and they never sent my order, they didn't refund my money, they left me waiting forever and never told me they wouldn't sending my product plus I their costumer service was awful saying they don't have to notify you that they cancel your order because they don't have the product, plus never gave me my money back, DO NOT BUY FROM SEPHORA WEBSITE, THEY WILL NOT SEND YOUR ORDER, THEY WILL, GET YOUR MONEY AND SCREW YOU OVER LIKE THEY DID TO ME. I HATE THIS FREAKING COMPANY SO BAD, FUNNY THEY DON'T HAVE REVIEWS OPTION HERE i'M WONDERING WHY? ITS BECAUSE THEY WOULD GET LOTS OF BAD REVIEWS FOR THEIR AWFUL SERVICE, BE AWARE DON'T BUY FROM THIS FREAKING COMPANY, HATE SEPHORA.

I've been a beauty insider member for over 10 years now. And now I'm holding a rouge status. This is not to say I should be treated differently, I would just like to say I've spent a lot at Sephora.

On February 5th I placed an online order, I received it on the 10th or 11th. The order included items that I wanted to try out. By the time I had decided which items I wanted to keep, the stores were closed and we were in full on panic about the pandemic.
On April 8th I reach out to Sephora customer service to get a return label to return these pieces online since the stores were closed. They said since the order was placed on the 5th, my 60 day return policy is over and I cannot return the items. I've spent a few emails and spoken to managers and that's the answer I've received.
Considering what the world is going through and considering they sell a luxury product, I really believe this is an unacceptable response to a loyal customer of theirs. Even if the 60 day policy was that strict, I obviously did not receive the items until February 10th or 11th and I still had time to return them.

They offered me to add points to my account (obviously in order to use the points, I have to purchase more from them)... nice job Sephora! Way to go on giving back to the community and the industry at this time!

Unacceptable!

Sephora, you just lost a loyal customer of 10+ years! I will never spend a cent there ever again!

I love all the productos lipsticks, shadows, illuminators I am fascinated with all their products I love and I am addicted to makeup I love makeup and see myself beautiful and this is thanks to you that Best cosmetic products not only for the skin not for the hair, I love it

Sephora's values around inclusivity are only if you're NOT conservative. Do they even know what "inclusivity" means? NEVER shop there again. Cancel culture goes both ways.

Tried to return exchange items I purchased online since they did not make it on time as a bday gift. I had already bought it again instore.
I call customer service to ask where to return and they informed me to go to the closest Sephora and it was the JCPENNY SEPHORA CYPRESS LOCATION.
I drove there only to find out they will not allow me to return exchange any items from online.
IF YOU ARE GOING TO LIST JCPENNY AS A SEPHORA LOCATION, WHY CANT THEY DO ONLINE RETURN EXCHANGE?
Doesn't make sense. Waste of time and money.

I'm amazed at how many absolutely horrible reviews of Sephora's customer service I've read. But I completely agree with them. I like their products, but I LOATHE going into their stores because the sales girls are almost always super snotty and not helpful unless you look like a 20-something year old girl who is about to waste a crapload of money. So I use their website. I paid the $10 for the year of "free 2-day flash shipping," which pretty much everyone agrees is a joke because you rarely get anything that fast. But $10 for a year of shipping IS a good deal, so I use it ALL THE TIME buying any little thing I see so I get my money's worth. Plus they let you choose 3 samples with every purchase - though you're lucky if you actually get the right samples. They are TERRIBLE when it comes to using promo codes for free gifts. Within a week, they screwed up 3 orders and stiffed me on my promos, so I complained and they had to give me 400 extra bonus points so I could get things to compensate for their mess-ups. (You normally receive 1 point for each dollar spent, so 400 points was worth it.) But I still cringe every time a box comes in wondering what they've messed up this time.
Bottom line - totally worth the $10 for a year of shipping (even if it's not 2 days, it's still pretty fast), but their service SUCKS.

I have recently bought a few, products
Very expensive. Buy to be honest they are not that good
I find better deals at target with loreal. Boots etc

This is the best online shop! I always buy all my cosmetics here because there is a huge range of products to chose from.

I absolutely love this store! There are so many gift sets that I never know which one to choose for a present :)