Sephora

Worst customer service at Sephora.com. They are probably the most unprofessional business I have ever had the misfortune of having to deal with. When a supervisor was unable to resolve my issue, I asked for her name in reference to the call, the 'supervisor' at Sephora.com replied "I already gave you my name at the beginning of the call", she then refused to give me an address to make a complaint to, refused to give me her supervisor's name, and then said that she was hanging up on me (and proceeded to hang up). When I phoned back to speak with another supervisor, my account clearly had notes attached to it, and I was left on hold for 20 minutes and then refused service. Now - you might think that I had been extremely angry during the first call, or maybe I did something to provoke this type of treatment. But, in reality, I just wanted to resolve my issue (concerning gift cards), and when one person couldn't take care of it, I politely asked to speak to someone higher up, as is everyone's right as a consumer.

I had been a long time customer and a "VIB" (a marketing attempt to create consumer loyalty). Once I am refunded the amount of my gift cards, I will definitely take my business elsewhere, and will let my friends know about this as well. I recommend Nordstrom - their customer service team is always professional, and they would never treat their customers in this manner.

They never resolved my matter, and I have now written a complaint to the BETTER BUSINESS BUREAU. I suggest this as a resolution for any other disgruntled customers of Sephora / Sephora.com.

Shame on you Sephora.com customer service management. You are an integral link to customers at Sephora.com, and your actions convey nothing more than a sham of a business.

I have ordered from Sephora many times. Everything arrives quickly and packaged well. Never had any issues :)

I'd like to say that their cosmetics if quite good. I tried foundation cream. The prices are affordable

Good customer services, free samples, fast delivery, full support of experts made this site higher than others

Excellent customer service. Very fast shipping. And the products are perfect. Favorite site... love shopping here.

I'm a regular customer at this store, high quality cosmetics and competitive prices make it really good.

Easiest way to get hold of cult items! Plus discounts and promotions too so its really a steal when you shop here

These are among the most effective cleansers I've ever used! My skin appears to be clearer and cleaner.

Good selection of products. Nice freebies from Ultimate Rewards membership.
Prefer online ordering to store shopping.

So many bad reviews but I love this store. Great brands, prices are ok, the shipping is fast enough. Will shop again

Love going in to shop around and try new products. Appreciate they toned down the aggressive customer service peeps.

This level specifically can b improved a wee bit, but now that they hav revamped the rewards program I will be able to experience more hopefully

Purchased recently Gua Sha massager, so happy about this purchase! My face became more "sculpted" looking.

My favorite online shop for beauty shopping. I'm satisfied with their service and assortment. One love forever

I ordered 2 items, a setting spray and a kit that came with a foundation, primer and powder. I never really shop at Sephora but I really wanted to try this foundation and setting spray. I got the kit because it was only a few dollars more than the foundation itself. When my order arrived, the shipping box looked fine and was not damaged at all. Then when I opened the box, the kit looked like it was tampered so I went to pick it up and the primer and powder fell right out and the cap to the powder was unscrewed and there was NO foundation! I checked the setting spray and the cap was also off and it felt like it was only 75% full. None of the items were sealed at all. I had an Ulta order that same day for 20 items and they all came sealed so you could tell nothing was opened. I contacted customer service and was informed that they would send me another kit, free of charge and 2 more sample products for the inconvenience. A week later and nothing, checked the status of the order and it was still in processing status. For my original order I had paid extra for 2 day shipping and it's been about 2 weeks now and 50% of my order (because I only ordered 2 products) still hasn't arrived! I contacted customer service again and asked them to just refund me and coincidentally 2 hours later my order shipped, then I got an email saying they couldn't refund me anymore because it already shipped. 2 days later I got the package and guess what? The kit was opened and there was again NO foundation and no sample products. Was so annoyed I didn't even bother with contacting customer service again. Will just get it from Amazon, sad that Amazon is more reliable than an actual makeup store.

I have been a Sephora Rouge (i. E spend lots of money each year) customer for over 10 years. I love their products and never had a problem receiving packages when I had a downtown SF office with a mail room to receive all packages. However, since I moved my office to a small neighborhood building and changed my address to my home, both of my over $300 orders have not been delivered, despite the tracking which claims that they were "left at the front door". Such a thing is impossible, since my front door is a secured entrance right behind a popular Muni train stop. Additionally, I checked all day the day they said the second package was delivered, (having been previously burned) and that day it only said that the package was received by the local shipper, with no notice that it was out for delivery. It was only the next day that it changed to iit had been out for delivery the day before and it was delivered. The delivery time was a time when two people were at my home available to accept the pacakge. I have never had any problem with any other companies delivery. Two other tenants in my building have had this issue, and online there are hundreds, if not thousands, of other very similar complaints (i. E delivered and left at front door when that was not possible or the recipient was home). To make things worse, after complaining immediately after it was said to be delivered, I had to wait over a month and a half before I finally got a refund after calling back and playing my "I am an attorney" card. From the online complaints, others have not been so lucky. Something is going on here, and Sephora needs to fix it before they lose all their clients (as they have lost me).

The family chipped in $300 to buy a special gift for our sister's 60th birthday. I placed an order for a number of products on 5/15 and used my sister's shipping address. When the delivery was not made by her birthday (5/20), I sent an email looking for a status update (we all felt badly that the gift did not arrive on time). The next day I received a reply to my inquiry indicating the order was for an amount larger than I had ordered before, and because it was supposed to go to an address other than my billing address, they cancelled the order. WTF? No phone call, no email, nothing! Just a random cancel of the order. I thought I could straighten this out and called customer service - HORRIBLE! I asked to speak with a supervisor and at first I was told they were busy and was put on hold. Then someone came on the line speaking broken English; I could hardly understand what they were saying. I told them I would wait to speak to a supervisor and was put on hold 3 more times. Finally after 30 minutes I was told I could not speak with a supervisor and was transferred to a line asking me to take a survey. Really? I called again and bypassed customer service and went to the option to place an order where I was able to talk to an English speaking person who explained Sephora reserves the right to cancel an order at any time, and their policy is not to notify the person who placed the order. Huh? When I said that should be identified somewhere on their website, I was told there's a disclaimer to that affect when you click on the shipping link. Yeah - that's where I would go to look and see if there may be a reason for the company I placed an order with decided to cancel my order. I still wanted to place the order and asked if I would be compensated in any way for my dissatisfaction and was told I could get 50 points credit if I opened an account. While I was mulling this over I asked if I would have the same problem shipping this to an address other than my billing address and I was told they could not guarantee it. I thanked them and placed the same order elsewhere. What a f***ed up company!

Nice shop with everything what girl need, nice personel and normal price for this times:-) I recommend this shop

HORRIBLE SEPHORA EXPIRIENCE! I made a online purchase i get my purchase the same week but i didnt like it so i whent to sephora store to exchange my narssisist cheek palete that i pay 49 for something really small for a different make up an when i was trying to make the exchange the lady said she cant do that cuz in the system my order was under return an pay status so every body was looking at me like if i stole that product wtf an the manager just tell the lady to dont do the exchange even that i show to her my account online were she could see they took that money an didnt return it so i buy something an then

My beauty box subscription was canceled without notification. I have been to be a long-standing loyal customer. Sephora lost me.

Keeps my skin moisturized and soft. Moreover you don't have to worry about the smell, its not greasy.

Sephora makeups are taking all my money but I cant help it. Their brand collection is simply irresistible.

As a VIB rewards member, Sephora makes it easy to find the products Im looking for and always surprises me with new best sellers that I end up loving.