SephoraReviews of sephora.com

Leider habe ich mit Sephora Onlineshop auch sehr schlechte Erfahrungen gemacht. Ich habe ein Produkt Anfang September retourniert, mir wurde auch bestätigt, sie hätten die Retoure erhalten, aber nach zahlreichen E-Mails und Anrufen habe ich mein Geld dafür nicht wieder bekommen. Auf E-Mails wird nicht mehr reagiert. Ich würde jeden abraten dort zu bestellen.

Mi sono stati regalati dal mio fidanzato diversi prodotti (120€, non proprio pochissimo) presi nello store di Ravenna, tra cui un cofanetto creme di Clinique che non andava bene per la mia pelle. Il giorno dopo l'acquisto mi reco al negozio munita di scontrino per cambiare il prodotto e mi viene detto che siccome non c'è la pellicola esterna non si può cambiare (ma la pellicola non c'era mai stata!!). Per di più la pellicola non è presente su nessun prodotto cosmetico che non sia un profumo. In più dell'acquisto non è stato specificato che non si poteva fare il cambio. Sono stati bravi a vendergli tutte le maxi taglie ma non a ricordargli del cambio! per me questa è una truffa!!! anche perché se è vero che ogni due ore igienizzano tutti i prodotti, non vedo il problema di riprendere indietro una cosa che non è stata nemmeno aperta. Ho chiamato il servizio clienti e mi hanno detto di rivolgermi al negozio, le commesse del negozio non possono fare niente....chi può farci qualcosa??? Evitate assolutamente di andarci fin o a che le cose non cambieranno!!!

I love Sephora they are always out to help people and make people feel more comfortable

I've been shopping at Sephora for years, I am a "Rouge" member. Yesterday, I contacted them about an order where I received the wrong item. It was nothing huge, literally a $14 purchase, but it was wrong nonetheless. First they told me to just go to a store and exchange it, but I pointed out that they do not even carry 'The Ordinary" line in store. Not to mention there's a pandemic going on right now and I do not wish to go to the mall...hence why I ordered online anyways. I was told that they could not send me a replacement item because they have "accommodated me in the past" for replacing an order. I imagine what they are referring to is when last year they sent me SOMEONE ELSES order. It didn't even have my name on it. But somehow that is MY fault? They are the ones who have messed up the orders and they wont correct their own mistake because they have messed up and send me an incorrect order in the past? And sending me MY order was "accommodating me"?? SO confusing, I've never heard of worse business practices and the rude people I've encountered through their chat and phone service is insane.

Shopped many years at Sephora retail store, and this is my go to place to purchase products like Sunday Riley, Dior, Clarins, Armani, La Mer and more. I recently switched to ordering online. Overall experiences were good but my shipment got delayed and arrived one week after placing the order. Perhaps because of the weather or wild fire spreading? Anyway, I am a loyal customer here and often has wonderful experiences shopping in their physical stores. If they keep up a great service and product selection, I will maintain my five star reviews for them. Good surprise that they start accepting the Insider points as credit. Awesome!

I (used to) shop online with Sephora daily and was fairly satisfied. I routinely spent so much that I was a VIP Rouge member early in the year. In May, 2020, my orders were going through, but I wasn't receiving shipping notifications or products. 5 transactions were listed in my orders, but were never shipped. Curious (and livid) I contacted customer service (per email, phone and finally, via Twitter). I even sent an (unanswered) email to an apparent corporate person at the parent company. I was directed--per email to call their CS line AGAIN, wait in their phone cue for eons and try to speak to a Supervisor (instead of a Supervisor contacting ME, or responding to my message). It was apparent the left hand of Customer Service did not know what the right hand was doing--each contact had a different assessment of the issue, as well as different suggestions as to how to solve it. Frustratedly, I checked my electronic account/Orders to get a screen shot of the fact that they were listed as "processing", however, their status had swiftly been changed to "cancelled"! More confused and upset, I kept trying to reach them and find out what was going on. As a VIP Rouge member, I was shocked at how, seriously, rudely I was treated by the various service people and how they never reached out to me to correct this--I had to constantly contact them over almost a week. Finally, ONE person I spoke to found an answer: It just so happened that In April, my credit card # was hacked and stolen and I had to request and receive a new card and number, which apparently affected an existing order I placed prior to that occurrence. Apparently, orders aren't processed to your credit card upon purchase, so during the week I waited for a new card, Sephora deemed this as a discrepancy and someone deemed my account "frozen". Yep, could have taken them an email to correct this in no time, but, whoever is in charge of verifying credit cards, instead "froze" my account completely (who does that?). Exasperatingly, Sephora NEVER notified me of any of this. Now, the orders I placed in May and June were on my new credit card and should have gone through. (one would think) Instead, ever order I placed during that time was never sent out or processed. I had no idea this had occurred, and no one reached out to me--like a normal store would. Or to verify the card, etc. Once I got to the bottom of it (the ONE person who could see it in his/her system) and got it cleared up, I requested an apology and some knowledge of how this occurred and why only ONE person seemed to be privy to this information while the rest of CS spewed out a bunch of misinformation. Nothing. I wanted management to know of this "glitch" and I requested correspondence from someone in corporate or their info so I could reach them and request a programming change. Instead, the peons in CS offered me a handful of Beauty Insider points after unfreezing my account--which are not worth much because all the good Insider gifts are always "out of stock". I mentioned the major inconveniences this caused me, between my efforts to solve the issue as well as my issue of running out of products I used, whereby I kept trying to reorder them, only to have them never arrive. I informed CS that, until I received correspondence from corporate, I would no longer shop online with them....nothing. So I found new sources and forged new relationships with other online vendors for the items I used to buy from Sephora. It's been 6 months. I do like Sephora so I occasionally send them a reminder them I'm still waiting to hear from management before I'll spend another dime with them again. As a VIP Rouge member, I, stupidly, thought they'd care about losing such a good customer. They did not. Methinks they're covering their butts. It is a major flaw that there is NO way to reach a supervisor/manager directly and I am sorely disappointed that a supervisor didn't take up this case. Anyway, I've been living without Sephora for months and now I really don't miss them. Be wary.

Crap customer service

1. Placed an order for an item that came with a gift set. The gift set arrived without the item. Had to telephone Sephora to let them know, and they told me you have to order the item separately and then add the gift set to the cart. They did not have that in the description. This seems a little bit ghetto. 2. The free samples are frequently and not included in my mail orders. 3. If I do select perfume as a free sample, I get a substitution and it’s for men. Thanks a lot but I can’t use that. I think I’m going to have to just stop shopping with Sephora. I don’t have these problems with Ulta.