SephoraReviews of sephora.com

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Their online customer service is really the worse. I ordered an item during the 20% sales and after 1-2 weeks of waiting (with no shipment updates on the app - it was just at “packing”), I emailed the customer service for help. Initially, things were fine, their customer service agent, Royce, was polite, keen to help and replied to my emails rather quickly. However, after a few emails exchange, he informed me that my parcel was not going to arrive because it has been damaged during transit and has returned back to Sephora. He went on to tell me that “he is happy to inform me” that he have sent a refund request for my items as a replacement was not available. I was really unhappy with this solution as a refund was definitely not what I wanted. I felt that the company should bear the responsibility of replacing my items and sending me another package ASAP. I replied him my dissatisfaction with solution, especially since I bought those items on sales and will not be able to recover the same price if I were to repurchase, and he said that I can email them to refund me the 20% price difference of the specific products after I repurchase them at original prices. The whole procedure is so troublesome and ridiculous! At the very least, I expected a 20% code to repurchase my items which isn’t unreasonable in my opinion. Moreover, some of the items I bought during the sale were OOS. This whole purchase has been a disaster and I very much miss their physical store.

DON’T ORDER ONLINE! And don’t expect anything out of their customer service. I ordered a bunch of new skincare products during their spring VIB sale. Afterwards, I received a confirmation email saying my purchase was received but because of the pandemic they were experiencing shipping delays. So I waited.... and waited... and a month later I finally sent customer service an email asking about an update on my order, only to find out that it was cancelled. Never was I notified that it was cancelled but apparently my “payment was never verified”. Not sure how that could be if I had an email confirming with a confirmation number. So they said I can reorder everything I had, except now that it is out of the sale window, I would no longer get 15% off! Total BS! No longer will I keep up with my VIB status...very disappointing

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.

After placing my order on May 12th I still haven’t received it. As a VIB Member and a 2-day shipping member I expect more respect to its regular customers. I understand it’s covid but it doesn’t mean that sephora can not give a shh*** on its customers. I have received a package from abroad already in 4 days so I don’t believe that it’s because of covid. Also they don’t reply on my multiple emails from May 18th. Call customer service doesn’t work. Sephora Credit card doesn’t work too. What’s going on??

Mi è arrivato oggi un ordine fatto una settimana fa .. e il pacco è vuoto! Ci sono solo i campioncini ma nessun prodotto di quelli ordinati. Ho mandato mail, atteso invano in linea il servizio clienti, scritto sui vari social ma non ho risposte. Ho chiamato qualche sede sephora per chiedere e nessuno mi sa dire niente. Naturalmente i soldi mi sono stati addebitati sulla carta di credito e non so cosa posso fare per risolvere.

Disgusting customer service. I ordered something online and the box came fully opened with my product opened as well. I haven’t used it because I have no idea whether it’s been tampered with or not. I have messaged them 4 times about it and it’s been almost 3 weeks and I’ve heard nothing back. Honestly disgusted with them and have wasted my money. Won’t be buy from this money hungry branch ever again

Ormai è diventato un calvario senza fine il mio tentativo di rimborso da parte di questa pseudo azienda. Ho fatto un ordine il 5 aprile e come già detto in una mia precedente recensione non ho ricevuto nulla. Dopo mille email e tel ( a pagamento) finalmente mi rispondono che invece del rimborso mi daranno un buono per il prossimo acquisto.... Cosa???????? Neanche in un'altra vita spenderò più da sephora!!! Chiedo allora il bonifico per il rimborso allegando il mio Iban e il codico SWIFT/ BIC e voilà sono morti tutti ancora una volta! Una barzelletta! A questo punto scattano le denunce perché è una vera truffa.