SephoraReviews of sephora.com

Sephora has to be the worst online customer service experience I have ever had; they are rude, unprofessional and do not really care about the customers that spend money on their site or in the store. Their managers are only concerned about the terms of use and the policy but the website does not actually follow the terms of use or the policy and allows you to order but if the order is canceled at their discretion then they don't communicate or even let you know. They are absolutely horrible!!!

NONONO E ASSOLUTAMENTE NO! Tutte le volte che entri in questo posto, la gente ti scruta come se fossi una morta di fame. Sono uscita appena adesso da un loro negozio e sono stata guardata storta perché ho provato sulle lingue di carta dei profumi. ORa: se debbo comprarlo, posso decidere o no? Andaate a fare i lavori forzati!

Se non fosse perché hanno prodotti introvabili in Italia,non ci metterei piede. Personale gentile solo finché si tratta di vendere. Ho chiesto di poter provare un fondotinta di cui non era presente il tester e mi hanno detto che non era assolutamente possibile. I campioncini gratuiti,che qualsiasi altra profumeria ti offre anche con modici acquisti,non ti vengono mai dati,nemmeno fossero oro. Se chiedi un campioncino di profumo (di quelli che fanno loro al momento in negozio),ti guardano stizziti. Pessimi,e peggiorati molto negli ultimi anni. La loro unica fortuna è l'esclusiva sui prodotti.

ORDER FROM AMAZON IF YOU CAN!! Absolutely horrible about shipping out products in a timely matter. I ordered stuff 2 weeks ago and it's still not here! Contacted costumer service twice with no help. I could've used Amazon and had it here in 2 days... Our local store is always out of stock too. Overall sephora is just crap.

If 0 were possible, that would be my star rating. I ordered through the app in July 2017 but although Sephora said order delivered, I hadn't gotten anything. I emailed them, they said they're looking into it. 2 weeks later nothing from them, yet I was charged for the order. So I contacted AMEX and told them i never got the order and Sephora never got back to me with my query. Amex refunded me after another week. Fast forward months (i was home after giving birth and didn't quite care for makeup) in Jan 2018 I place order again through the app, when I check few days later on shipping it said order cancelled. Yet sephora didn't contact me to say they cancelled my order. I order same thing again, 2 days later order cancelled in my history. Order yet again, next day order cancelled. But my cc was authorised for the orders, yet not charged. So I call them. Well, my account is suspended because my bank didn't pay an order in July 2017. Off course they didn't, i never got the order. The agent slipped an "It looks like the order was lost". Ok, so you admit I didn't get it, then activate my account again. He said he can't do that, I need to tell my bank to pay the order (the lost one) and then they'll refund me. I don't need refund, I already got my refund, let me speak to supervisor. Here comes Jasmin, snappy lady, tells me same thing, take the payment and we'll refund. No sorry, we failed to follow up on your query when you said you didn't get the order, just go ahead and pay for an order i didn't receive. I asked for Jasmin supervisor, she said i can call back and speak to another supervisor her level. Really? Rude much? Emailing them is the same, they keep telling me to accept the payment so they can refund. Why don't you just adjust the payment from the account and open it back up? Well Sephora, I moved to ULTA, you're not the only ones selling cosmetics. Never again!

Absolutely the worst customer service in store and online! I am a Rouge member and yet 60% of what is ordered online never arrives, resulting in hours spent on numerous calls and emails. Issues never get resolved!! Instead I deal with surly customer service reps saying they will stop shipping to me if I keep having these issues, even though the last 4 packages I called about (20-30min on hold for each call) were discovered to be claimed delivered by Lasership because of a system glitch and in fact were never delivered. So treated like sh$t because of repeated glitches on their end???! Wow!! Amazingly abusive. I hope Amazon realizes the opportunity in this market and I can get my beauty fix without all the drama!

STILL no order delivered and may never be! I made an original order on 26th Dec. It was cancelled by Sephora. I made a second order on 2nd Jan. It was also cancelled by Sephora. The reason given for the cancellation was because I had put a hotel address as the shipping address and not a residential address. I live in the UK so don't have a shipping address in the States. I was advised Sephora don't deliver to hotel addresses unless the recipient is an employee or the owner. I would have believed this had my friend not made an order the day after me to the exact same address. She is neither a hotel employee or owner, purely a guest. The hotel also mentioned they have received other parcels for hotels guests in the park. Sephora DID and clearly COULD deliver to a hotel address and this one specifically. Having complained (a number of times, each time being responded to by a new person) that I was being treated unequally to other customers it was agreed I could have my parcel delivered to my UK address with the cost waived. Happy days! Or so I thought... I called customer services as I was told it couldn't be dealt with over email. The cost is expensive for UK to US calls, especially as I don't have a landline and only have a mobile. A very friendly guy took all my details including my order number and new shipping address and agreed to put everything through for me. There was a sample not in stock but as this was a sample, and therefore free, I was happy for him to replace it for something else. I held on the line but the guy was having difficulty putting the order through as it only had US and Canada as options and it needed to be the UK. Whilst waiting for him to confirm he had managed to process the order with his manager's assistance (after about 20 mins on the phone, which is going to be expensive) I was cut off. As he had all my details and was just completing the order, I assumed this would still process through and I'd either get an email to say it had or hadn't worked or my account would be updated. I didn't receive an email. My account wasn't updated. It didn't work! (Or any effort was given up on when I was cut off, despite having agreed I was happy with the order to process and all details were updated)! I called again today, again at my expense, and ended up in the phone for about 40 minutes! I didn't need to give any further information as everything had been logged first time round. However I was told that one of the products was out of stock and possibly not coming back in stock. I was told I could buy the bigger version for an extra $35! After having explained it was Sephora's fault that my order was not sent and the item was in stock when I made the original order and still in stock when I spoke to the first person on the phone, I asked that they resolve the matter. I was told I could pay more, not receive the product, or keep an eye on when/if the product came back in stock and could order it again and call back to say I'd done so! Not impressed I asked that Sephora kept an eye on when the product is back in stock and send it to me without me needing to keep checking and call for a third time. Or they pay the difference in cost for the larger product, as had they delivered within the 6 days that I ordered or when I spoke to the agent, I would have received what was in my basket. They refused both. After 40 minutes on the phone I asked for details of how to make a formal complaint as this had just not been acceptable. After being put on hold again, I was given the normal customer service email address that my previous 6-8 emails had gone to! It appears there is no way or taking the matter further. I have never heard anything like it! For such a large and established company I would have thought they would bend over backwards to keep customers happy so they keep coming back. This is my first time of ordering online with sephora and I don't think I will ever want to do it again and will be advising others not to either.

A very disappointing experience, both with the purchasing of goods as well as with their customer services. They took Payment through my Pay Pal account for goods that were meant for a friend of mine in Chicago only for them to shortly later, after confirming my purchase, cancelling the order as they could not verify the address of my billing address, something which Pay Pal does whenever setting up an account, regardless of where in the world. Further to the insult, I was to learn that my money would take up to 35 days to be returned to my account. I find this practice both dishonest and completely out of order. I am quite certain that they bank on a person forgetting about the transaction in time and keeping the funds for themselves. Online thieves with a terrible attitude towards their online clients which they treat terribly. I would strongly reccommend to never purcahse anything from them, EVER.