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Sephora has a rating of 2.1 stars from 558 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Sephora most frequently mention customer service, gift card, and next day problems. Sephora ranks 705th among Cosmetics sites.
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 information I was disputing in the first place, without offering anything helpful in return. The CSR I spoke to previously said that the Sephora account, which I *DO NOT HAVE*, is tied to a yahoo.com email address. This is *not* the domain of any email address I own. The manager refused to confirm even that much. The CSR told me that the delivery seems to have gone to an address on the other side of the state, where I have *never* lived, and the possible addresses that they read back to me are places I have never set foot. The manager, on the other hand, asked for my address, and when I provided my correct address, said that's where this mystery package went.
The interaction with the manager struck me as more of a social engineering exercise on her part than a good faith dispute resolution. I would not recommend Sephora for online transactions, and I would be *very* careful of credit or debit cards. They put more effort into stonewalling resolving a fraudulent transaction than into preventing them in the first place. A little bit of verification before accepting a credit card transaction would have gone a long way. This is fraud, plain and simple, and they were worse than useless in helping to resolve it.
Tip for consumers:
Be *VERY* careful of online purchases from this company. Lock your credit card and only unlock it when you intend to use it, then lock it again. Set up alerts on all accounts that you use for online purchases, and VERIFY. This company very obviously takes minimal efforts to verify payment methods for purchases, and they are worse than useless in resolving the issue.
Products used:
None, because I have never ordered anything from Sephora. This review is about their helpfulness in resolving a fraudulent charge on my credit card. The dispute is ongoing.
Date of experience: September 26, 2021
They have good coupons.
This is the reason why I want to shop there. Love this site. Very fastshipping
Date of experience: January 16, 2017
I ordered $161 worth of make up in plenty of time to receive it for a special event. I received a shipping notification same day and thought, "WOW! That's GREAT service!" HA! Little did I know. The package wasn't handed over to the post office until THREE DAYS LATER. And no, that doesn't count the weekend. When the tracking showed up the delivery was 7 days out, which is ridiculous considering that another order I placed the same week was sent 3 day shipping. When I inquired with Sephora, I was told that my eyeshadow palette was a Hazmat item. Hazmat items are alcohol based, nail polish remover, aerosol/pressurized cans, and things like that. Obviously powdered eyeshadow does NOT fall into this category but I contacted Urban Decay to be sure. Guess what? NOT HAZMAT. When I pointed this out to Sephora I didn't get so much as an apology, and the error STILL hasn't been fixed. Between all of the warehouse people, shipping people, phone operators, customer service agents and management, NOT ONE person has thought to question this? Doesn't speak well for the intellect of Sephora employees as a whole. I won't be shopping there again. I at least deserved a sincere apology since they spoiled my special weekend, but instead they just stopped replying to my emails. For the record, I was very polite in my correspondence... no cussing, name calling, or temper tantrums. Sephora, YOUR CUSTOMER SERVICE STINKS.
Date of experience: April 13, 2017
I was supposed to go to Disney but I didn't and I had to wait 5 minutes and I am still waiting and waiting
Date of experience: September 13, 2023
My package was delivered on time. The hubby loves the perfume and can confirm that it's the authentic juice. Thanks a lot Sephora
Date of experience: October 21, 2016
Sephora is essentially a cosmetics wonderland. All the brands stocked here are high-end and of top quality. No dodgy brands or products here.
Date of experience: February 17, 2017
Love them and they have everything you can think off and the staff is always so nice this is my go to online store for Make-up :) really nice
Date of experience: June 12, 2017
Awful customer service always. Especially 86th. Street and Lexington ave. Location. Employees are not helpful and very nasty.
Date of experience: July 19, 2019
I've ordered 3 times from them and they keep saying it was delivered when it in fact wasn't. They refused to provide a refund. BEWARE!
Date of experience: September 26, 2022
I love Sephora very much and I am using this service from past 1 year. You can use this online shopping sitewithout any doubts.
Date of experience: September 22, 2015
I love everything about Sephora. They really amazing products. Their customer service is really nice.
Date of experience: May 21, 2019
I choose sephora over ulta any day
Every time i go into sephora there are friendly staff members waiting to help that doesnt happen at ulta
Date of experience: August 26, 2018
Rarely have I experienced a checkout process as laborious as Sephora's. Shocking considering their scale.
Date of experience: November 7, 2022
Always great customer service.
Really enjoyed to shop at Sephora.
Thank you for your care about the customers.
Date of experience: October 21, 2015
It's the best cosmetic for me. I ordered here a make-up base. The quality is perfect. Reasonable price and decent quality.
Date of experience: November 11, 2019
Bought cosmetics worth $363. Did not get even 1 free sample with my order. I will never order with Sephora again.
Date of experience: January 12, 2022
The best beauty store. I like the simple design of website so that I can order thing very fast and easily.
Date of experience: May 22, 2017
I am planning my shopping basket for the next month. Love shopping with you. The brands offered on site are cool.
Date of experience: December 28, 2020
I like the Sephora brand. I ordered a few items here. Everything was perfect. I'm a loyal customer of this site.
Date of experience: August 21, 2020
I purchase most of my makeup at Sephora so I would recommend to other people also, Sephora products are best and not have any side effect.
Date of experience: September 21, 2018
The site is easy to use and I love the free samples. I shop here rather than at the store. I've never had a problem with a return either.
Date of experience: June 8, 2011
LOVE Sephora online! Love the help i get when I go into the store. They really know what is great for my skin. Thank you!
Tip for consumers:
If you are not sure ASK!!! You have no idea all those products what will be best for you.
Date of experience: August 23, 2014
I have bought 2 bottle of lution, the prooduct is good, and shipping is faster than expected. Happy experience.
Date of experience: July 24, 2018
I was at the Sephora Alderwood location inside JC Penney on black friday. One of the employees was looking at me and my 2 other friends that were with me like we were stealing. I felt really uncountrouble. Then I grabbed a Q-Tip from where the cleaning supplies usually are. It was a square container and I grabbed 1 q-tip and put it back. The employee walked to me and asked me If i was going to buy it. My response was no because it was 1 q-tip then she grabbed the whole container and accused me of not being able to sell it again thanks to me. I wasn't sure if it was for sale. After that she walked to the register and throw on the garbage can the q-tips. I few minutes later i walked to her to tell her she shouldn't be treating her customers like that. Then she ignore me and said ok ok. I'm really upset at this whole senerio because I always shop at Sephora and did not like the way she treated me and didn't even apologize. After this whole situation I Will never shop at Sephora again. I think employees should be train more on how to interact with customers. And learn how to not bring personal problems into work. Cause clearly that employee looked like she was upset at something.
Tip for consumers:
I was at the Sephora Alderwood location inside JC Penney on black friday. One of the employees was looking at me and my 2 other friends that were with me like we were stealing. I felt really uncountrouble. Then I grabbed a Q-Tip from where the cleaning supplies usually are. It was a square container and I grabbed 1 q-tip and put it back. The employee walked to me and asked me If i was going to buy it. My response was no because it was 1 q-tip then she grabbed the whole container and accused me o
Date of experience: November 28, 2014
I love your products and the way you work. My suggestion for you is try to improve your customer services.
Date of experience: September 29, 2017
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