SephoraReviews of sephora.com

I'd been a loyal Sephora customer for over 10 years, with VIB status. Recently I had to deal with their customer service after, not one, but two orders failed to be delivered (they were never dispatched, apparently). Getting any info from them was impossible, it took over two months, the agent changed with each email and I had to explain everything all over again because they clearly didn't read the thread, and then they acted like they were doing me a huge favor by honoring a discount I had used for the original purchase (again, that they failed to deliver). (Note: in the end I had to call to get anything resolved. Their email support and live chat was completely useless.) It was such a horrendous customer experience that I will be looking elsewhere for all my future beauty and skincare purchases.

Ordinato un prodotto tramite il servizio click and collect. In negozio le commesse affermano di non trovare l'ordine. Mi dicono di arrangiarmi a contattare l'assistenza. Provo telefonicamente ma dopo svariati tentativi, nessuna risposta. Scrivo tramite il typeform online; la risposta che ricevo mi informa che secondo loro il prodotto è stato consegnato anche se io continuo a riceve email che mi sollecitano a ritirare il prodotto in negozio. L'assistenza poi sparisce e non risponde più per oltre un mese e infine decide di chiudere la questione arbitrariamente rifiutando qualsiasi tipo di rimborso mostrandomi il codice di tracciamento dell'articolo che secondo loro attesta l'avvenuta consegna dell'articolo, nonostante io non abbia mai ritirato il prodotto. Da evitare di fare acquisti presso i loro negozi, sia online che fisici, assolutamente poco professionali.

I have spent tens of thousands of dollars at Sephora, mostly online and there is an issue that continue to irk me. While every once in a while there is rude customer service or order mistakes, those are not a big deal as they are one offs. Consistently though, I have an issue with them leaving out the 2 free samples. They’re free, what’s the big deal you ask? They’re not actually free, they’re a marketing tool that convinces buyers to choose them over other retailers and 2 free samples are supposed to come with every order that reaches the cost threshold. Is it okay if the sample I chose isn’t available, yes, but it needs to be substituted. Of all the orders I have made, only ~20% have come with the samples. This to me indicates a number of different possibilities, the responsibility for all of which lies with Sephora. Most likely, it’s because orders are purposely being filled without them. As someone who worked as regional director in shipping and receiving for a large retail corporation, I can say that samples are tracked just like any other item that is inventoried. That means, they should not ‘run out’ during high volume times. On top of that Sephora ask customers to review sample items on their own time which helps promote products for the online store. It’s unethical to draw in customer’s to buy from a company with a specific offer of goods in return for purchase, and then not fulfill this obligation.

I made the mistake of trying the Same Day Unlimited free trial just before Christmas 2022. I did not cancel in time and was charged for the year and they do not let you get a refund. This is my bad and so were some of the reasons I found out the hard way that the Same Day Unlimited is not that helpful. I am in a metro area and near an even larger metro area, so I don't think I should see too many issues on availability, but I did.You need to make sure you clicked on the Same Day shipping option while adding each item to your cart. After an order arrived later than I expected, I realized this. So next time I tried to use this feature and I clicked the option, I found that almost all items I needed were not available for Same Day shipping. So it is cumbersome to use and not as useful as you would think. I think I'll keep my fee for using on the 6.95 fee the few times they area available to get that fast.

VOTO ZERO.. PRODOTTI MAI DISPONIBILI, DA SETTIMANE MANCANO SUL SITO E SERVIZIO CLIENTI CHE NON ESAUDISCE QUANTO RICHIESTO

Wish I could give zero stars. Word of advice about the same day delivery. It isn’t. Don’t waste your money. There are plenty of places to buy overpriced cosmetics

Uno schifo totale . Annullano l' ordine quando usi gli sconti. Ieri 21 febbraio decido di acquistare 2 prodotti chanel per sfruttare lo sconto del 25 per cento, ordine andato a buon fine con info finali sulla consegna. Dopo 2 minuti vado a rivedere sull' app e noto la scritta ordine annullato, chiamo il servizio clienti e, in un' italiano poco comprensibile,mi dicono che i prodotti non sono disponibili quando al momento dell'acquisto lo erano e sono tutt'ora disponibili. Io ribadisco che non ho fretta e sono disposta ad aspettare che ritornino in magazzino, e non vorrei che fosse annullato l'ordine, ma ovviamente mi dicono che devo rifare l' ordine e ovviamente senza scontistica usata in precedenza(che strano).Per un problema loro, di malgestione del sito , devono rimetterci ignari aquirenti, o probabilmente è una strategia per annullare ordini scomodi e troppo scontati. Zero disponibilità a trovare una soluzione diversa.Una presa in giro totale. Mai più questa profumeria tra l altro carissima sui prezzi . Vergogna.

Customer service is rubbish ! No one is replying to my emails! Absolutely disgusting! I WILL NOT RECOMMEND TO FRIENDS OR FAMILY!