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When you make a Mail return to Sephora, they send you an email informing you that you will receive your refund "within 10 business days." They do not abide by this claim, and instead say that 30 days from the day you send your return, when FedEx gets it in their hands, that if your refund has not been processed, they will give you that refund. Well, Customer Service has given me the runaround online, in email and by supervisors on the phone, giving me different answers to this problem, finally deciding that I have to wait literally indefinitely, that there is no end/resolution date, that there is no date with which I can contact them in the future and receive my $140 refund, if the warehouse has not processed the return by then, (which they always do the very next day after receiving it).
They received my return 26 days ago and it was sent out 31 days ago. What they’re basically telling me that is that if they NEVER process it, I will NEVER see my $140 again. This, from a supervisor. So, they are keeping the products and keeping my money and there’s nothing I can do about any of it. What they’re doing is the literal definition of stealing. The warehouse clearly lost the order and it’s never going to be processed, and therefore, $140 is gone, forever.
This company needs to be run out of business ASAP. I cannot believe they’re stealing that much money from a customer. They can’t tell me a single thing that I’ve done wrong or any kind of policy that I have violated. I mean, nothing! Just, "Sorry, you just gonna have to wait indefinitely, and I can’t give you a date by which you can call us and if it hasn’t been processed, you can get your money back." This is against their own business claims, which are in writing. I’m dead serious when I say nothing else has gone on, that exactly what I said is exactly what’s occurred. There is nothing else to this, like it might be easy to think, since this is so outrageous. It’s now May 29. The items were purchased on April 17 and were in FedEx hands for return on April 28, and received by Sephora on May 3. This is all documented.
First they asked to enable the free trial subscription for one month. I did. Then I canceled the subscription in app side. But they took it money from my card. I called customer service, they told I didn't cancel the subscription. Then she cancelled my subscription. At last she is telling it is refundable. I don't have both option. They are doing fraud.
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Placed an order last Thursday the 19th through Sephora's Customer Service line. The order included 6 gift cards and a charge to my Amex. When I called Friday the 20Th to learn when the order would ship I was told it was cancelled for some nonsense about the rep did not make a note that he verified my billing address. I was told it would take 2 business days for my 6 gift cards to be refunded $395.00) and I’d receive email verification. I was told this by Supervisor “Mi (?). No email but Called today to place the order as I received a back in stock notification and it’s been 2 business days. I was told the cards were already used on a different account to ship to a different state on the 20Th.
Escalated to a Supervisor to be told gift cards are considered cash and nothing that can be done???? I’m suppose to eat almost $400? Tyra (?) refused to give me the department he was escalating to or his Managers name. I asked more than 5 times and he refused continually saying he couldn’t guarantee anything. I explained the only individual other than me with access to those gift cards were Sephora employees who interacted with my order
I’ve been promised by 2 representatives and 2 supervisors that I would be contacted by call and email. Nothing! Poor service and not to mention my stupidity to entrust Sephora with my funds and now I’m simply suppose to “eat” accept this fraud? Next will be a certified letter to their Corporate office and the media. I don’t know about others but I refuse to accept the lack of employee ownership with “sorry our employee stole your information. Nothing we can do!” If anyone has a recommendation other that me Fedexing a letter and contacting the media in NC and California (I believe that is their Corporate office) I’m willing to listen. Please choose a different retailer. Apparently they are big enough they don’t feel bad ripping off the little guy.
It’s a scam subscription. They charge you randomly. Don’t subscribe as they don’t refund anyway. They use cheap carriers even they themselves don’t know which carrier being used and when the parcel will arrive. Unfortunately customer service are so dull. They don’t know anything and don’t have access to any changes, big trap. Girls save your money!!!! Other websites are so convenient and listen customers. Go find!!
Terrible customer service; website down for the last 3 weeks. Sephora Credit Card reward is a scam as it shows "certificate already redeemed" when it wasn't. Very disappointed and surprised that Sephora offers that kind of credit card.
I purchased Nars $40 matte foundation and a $30 concealer but realized later on they were too dry for my skin. So I decided to return them to the store to get a refund. The refund was made on April 15th. It’s now April 23rd. They have yet to communicate a specific day the refund will occur because each associate switches the policy. First they said 2-5 business days then it was 10 days then 30 but honestly none of these are accurate because I paid in person 30 days is for online purchases. I’ve spoken to several different people and the answers are always identical. They tell me it’s not their problem to call my bank or to continue to wait at this point. I don’t know what to do. I’m disappointed. I’ve been shopping here for years and I’ve never had such a bad experience in my life.
My daughter and I visited Sephora in the Crossiron Mall on April 19th looking for a retinol eye cream. The person that helped us answered our questions patiently and recommended a product she felt would work for my 55 year old skin. She was so knowledgeable. My daughter purchased 3 products from the line and both of us left feeling she truly cared about her customers. We both agreed it was the best customer service we had experienced in a very long time. Thank you!
Kaitlin was the lady that checked Me out today and she was so helpful with everything, she is an amazing worker and knows so much about the products! She was patient with me while she was helping me update my card information! Thank you Kaitlin! ~Clara
Walked in at 2:00. Finished at 2:10, the woman who had done them was very kind so was the rest of the employees. Their products work wonderful and I feel 100 times better using these products than walmart. Prices are a little much but definitely worth it!
An absolutely horrible company with poor business ethics. Sent the wrong item to me (its value is only half of the price I paid for). Kept delaying the pickup of the item and sending different agents to deal with the case (Aaron, Jannela, Kristine and Thyela). The agents would try to deliver 'empty promises' such as 'we are going to consult the internal team'. Don't be fooled because it is only a strategy to appease the customer and nothing will be done. So, every conversation with their customer service team is just a waste of time, with no practical solution to the problem. They would also promise a reply within 24-48 hours. They did reply but again, there would be no solution and they would ask for another 24-48 hours again. Till now, the matter has not been resolved. The wrong item is still with me and Sephora still owes me money. A fun fact - One of the agents could not even get my email right. That is the worst joke of the day.
In the first email dated 5 February, Sephora promised that the collection will occur within 3 - 5 business days. Today is the 16th of February, there hasn't been any update on the date and time of the pickup. The customer service team also has a tendency to keep asking for 24-48 hours for them to deliver the promise. It's only a strategy to keep delaying.
Sephora author review by ConsumerAffairs Research Team
Sephora was founded in France in 1970 and now operates over 1,900 stores in 29 countries. They have partnered with the department store JCPenney and have over 485 Sephora stores inside of JCPenney locations in the United States. The company offers only prestige makeup brands, including their own Sephora line.
Science of Sephora: Sephora is dedicated to having the most knowledgeable team of consultants in all their stores, which is why they created the Science of Sephora program. Every Sephora consultant goes through rigorous training so they can identify different skin types and understand skin physiology to help customers find the best products for their skin. The program also teaches consultants background on makeup history, best techniques for application and the science of developing fragrances.
Skincare IQ: Use Sephora’s online tool to find products that match your needs based on your skin concern, product type and/or brand. You can also meet with an in-store consultant to figure out your Skin IQ.
In-store consultations and makeovers: Schedule a 45-minute full makeover at your local Sephora location. The makeover is complimentary with a minimum $50 purchase. If you have more time, and have more questions about your skincare routine, schedule a customized 90-minute full makeup, skincare and fragrance makeover. This is free with a minimum $125 purchase.
In store beauty classes: Sephora regularly offers free beauty classes in their stores to help you learn everything from the basics of contouring to how to apply your own false eyelashes. See the complete list of classes on Sephora’s website or check with your local store.
Prestige products: Sephora sells only prestige products, so consumers who are concerned with the ingredients in their makeup can shop at Sephora knowing they are only getting high-quality cosmetics.
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