SephoraReviews of sephora.com

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.

I placed an order with Sephora on April 29th during the VIB sale. It is now May 22nd and I still have not received my order. I understand the delays due to the pandemic as well as the back log that the sale usually causes, but almost 1 month for a domestic delivery?? I made 2 separate orders with Ulta earlier this week and both are now in my possession. I also called Sephora 5 days after placing my order to modify the color of one of the products I purchased. I was told once an order is placed, it cannot be modified. Instead, I could choose to cancel my order and repurchase the item in the correct color at full price... or I can wait until the stores reopen. Those are terrible options and so wasteful! It's ridiculous that an order that is taking almost 1 month to get to me couldn't be modified. I wanted to avoid an exchange due to the pandemic and also because returned items often get scrapped. Prior to this, Sephora would also regularly not include my free samples in my packages. As a long-time customer, I'm just extremely disappointed. My experience with other companies during this time has been far superior.

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??

I’ve been a Sephora customer for nearly 16 years and will continue to give them my business for many more years to come. They have a very proactive & dependable customer service team. I’ve only had one issue with Sephora and it was minor....they forgot to include my samples🤭 I contacted customer service via email and not only did I get a response in a very timely manner, I got a phone call to help make their mistake right! They compensated me by adding extra beauty points to my account AND they sent a box with several deluxe samples!!!! I was blown away! They have a huge variety of free gifts w/select products and/or purchase (different products offered by the dollar amount spent on your order) numerous promotional codes for different products-usually popular and/or new arrivals, new products are added weekly to their beauty awards program, free shipping on your order if you spend $50 or more, free samples (2 samples per order, 12 sample products to choose from) and they keep you informed of all sales, promos and will send you incentives such as, 20-25% off your purchase. I love that they have such a huge selection of brands and products to choose from! Definitely one of my top 5 most loved & valued stores!!!

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