SephoraReviews of sephora.com

I cannot express the frustration I am feeling in dealing with the customer service of this company – a company I was so looking forward to ordering from but one where my experiences thus far mean I will never even think to look on the website again. Several weeks ago I completed the online email form. The product I had ordered had a completely broken pump. I attached images of this. I cannot use the product as the bottle is defective and so I reached out to ask for a replacement. I spent over £50 on this product! I waited and waited for a response – nothing. On the Sephora UK website, it says I can use the live chat function. Day after day, DURING working hours I tried to use this service but repeatedly, the website was showing me that the live chat was offline. This is DESPITE it being in working hours. Therefore, I elected to use the messenger function. Even more disappointment to come. I was told on here that the Sephora UK team do not operate via messenger, only the EU and US team – so clearly some false advertising and misleading information there. I was told to use Twitter – I do not have an account and given its current state of affairs, I do not plan on creating one just to be able to talk to the customer services of any company. Frankly a stupid suggestion in itself. I then emailed again to get a response last week. I resent the images of the defective bottle immediately – and 3 working days later, nothing. No response. Despite an immediate reply from myself. I tried to use the chat function again – again it says it is offline. I have a defective product, not fit to use, and I am hitting every wall possible in trying to get a replacement. I despair at the thought of them turning around telling me I cannot return the product because it is too late even though this whole delay is secondary to frankly incompetent customer service provision. How embarrassing this experience with the much lorded “Sephora” has been – it goes without saying I will be advising all my friends and family to steer well clear of a brand who’s name was clearly hijacked in the UK and represents nothing of the actual Sephora so famous around the world. No contact number, no customer service – please everyone, stay well clear of this “Sephora UK” or “Feel Unique” or whatever and whoever is really behind this shambolic company. Also just note - most of the good reviews date back to 2020 and are referencing US sites, not the UK one!!

I guess I was lucky to even receive my order but one of the items (worth £30) is broken. No phone number, messenger link does not work, live chat is either offline or crashes, no response to online form. Never again

They used Evri and now my parcel is missing and it’s extremely difficult to get in touch with the UK costumers service team and the US team won’t help. I want my money back

This would be zero stars if that was an option. I ordered from Sephora UK over a week ago (delivery was stated as 2-3 working days). Since then I’ve had one failed delivery attempt from Evri 8 days ago with no tracking update since (my building has a service to accept parcels so this is very odd). It is basically impossible to contact Sephora UK - there is no phone number, their web form generates a generic response so I don’t believe my query was even read, and their online chat has crashed on me every single time I’ve attempted to use it. You then just receive an email saying to try again or use their web form. Their Facebook messenger option doesn’t actually direct you to a Sephora channel, so I searched and sent a message to the US channel but they can’t do anything. I know Sephora is an established company but if it wasn’t I would genuinely believe I had ordered from a scam website - clearly they’ve launched in the UK market before they’re capable of doing so. I’m at a point where my only avenue seems to be contacting my bank to see if I can recover my money that way. 100% avoid Sephora UK online.

Lies and no order!! Firstly, If I could no stars I would! Ordered Xmas present for my mom, they failed to give to a courier (Evri) and when it never arrived and tracking didn’t update ‘from we’re expecting your parcel’ lied and said the courier lost it! This took over 10 days btw - no easy way to contact them and instead of sending a replacement item as asked and the free gifts advertised, refunded but given all the courier delays this Xmas and strikes it’s now near impossible to order something else that will arrive in time! Useless.

Purchased item. No attempt to deliver. Sent me partial refund stating that Royal Mail had tried to deliver but failed. Checked tracking and they had used Evri as courier and they had failed to collect from Sephora. They have kept my postage money. Customer Services is automated and useless. Website makes it very difficult to leave a review. AVOID.

If I could rate zero starts I would. They currently have a promotion for 20% off (fine print says can only be used once). I placed all items in my cart but some items were not available to be shipped so upon checking out it split the order into two and would not allow me to use the promotion because of what they did. I went to check out all items together in one order. How they split it is on their end. Upon trying to fix this I was on chat for well over an hour with 3 different representatives Jennifer, Lamesa, and Brittany. All were awful. Jennifer would say please allow me time and come back with the same textbook response. Lamesa didnt even allow me to finish describing the issue and Brittany cam back telling me order #XXX was not placed under my account. Well yea bc order #XXX was not mine and if I did not place an order using the code, why was it saying I did? So I once again explained the issue and an hour after them not listening I dropped the f-bomb bc I was furious at this point. So Brittany ended the chat. Needless to say their customer service is trash. It was easier to create a fake beauty account under a spam email to apply the promotion. Absolutely sad.

Sephora company is not a good one. It's been 15 days since l placed an order for products over £200 and till date 70% of my items never got delivered to me. There's no phone number to reach them in the UK here and there customer care online is a total mess. They'll respond to you after your complain and will not resolve your issue but rather claim your orders will be with you soon and when you reply to their email, no one will respond to you. My experience with the company is a nightmare and l am still on it as l haven't received my complete orders neither did l get a refund or a replacement.