SephoraReviews 554

I would not recommend ordering online through Sephora. I woke up at 3am on Black Friday to ensure the items I had my heart set on would be in stock. I didn't receive my order and when I researched the tracking information, it said it was delivered to my house. It was not delivered, my family was home all day and even in the front yard during the alleged delivery time. I called to get resolution, and was concerned about my out of stock items. They offered to refund me for the items that were out of stock. Over half of my order was out of stock.

As you can imagine this did not make me feel valued as a customer, since I didn't wake up at 3 o'clock in the morning to merely not be charged for items I didn't receive. Also, they will take up to one week to credit your money back. My beauty insider points immediately reflected the return, however my bank account did not. Sephora needs a lesson from Zappos on over promising and under delivering.

If youre planning to order from Sephora.com, give a second thought! If youve been happy with Sephora, wait until you have a missing package. I was there, trust me. I am a VIB Vogue, who spends quite some money with them each year. My last return (used Sephora generated return label) was missing, which worth almost 300 dollars. After 3 phone calls, one hour for each, I was finally able to spoke with someone who claimed to be the highest level available. They claimed not able to refund me because the warehouse didnt receive my refund items. SO WHO SHOULD PAY for it? I reflected myself and found I had done nothing wrong (from printing the label to ship out), then why should I pay for it? Imagine I go to a carrier to ship a package worth $300, the chance the package is missing is low, but it exists. To protect myself, I would buy insurance. But returning with Sephora shipping label, theres no insurance that I know of, or there is one but they dont want to claim for you. So we, the customers, are the ones penalized by no fault of ourselves. The manager from Sephora customer service claimed theyre doing us favor to make return free, is that really a favor? Business is business. I thought were choosing Sephora for its competitive price (sometimes), cheap (or free) shipping and hassle-free return. But trust me, one missing package worth almost all the money and hassle saved. The manager acknowledged my points and suggestions, but no refund. A company whose revenue is more than $2 billion is not paying for their own mistake, but its customer is.

I have been a Sephora Rouge (i. E spend lots of money each year) customer for over 10 years. I love their products and never had a problem receiving packages when I had a downtown SF office with a mail room to receive all packages. However, since I moved my office to a small neighborhood building and changed my address to my home, both of my over $300 orders have not been delivered, despite the tracking which claims that they were "left at the front door". Such a thing is impossible, since my front door is a secured entrance right behind a popular Muni train stop. Additionally, I checked all day the day they said the second package was delivered, (having been previously burned) and that day it only said that the package was received by the local shipper, with no notice that it was out for delivery. It was only the next day that it changed to iit had been out for delivery the day before and it was delivered. The delivery time was a time when two people were at my home available to accept the pacakge. I have never had any problem with any other companies delivery. Two other tenants in my building have had this issue, and online there are hundreds, if not thousands, of other very similar complaints (i. E delivered and left at front door when that was not possible or the recipient was home). To make things worse, after complaining immediately after it was said to be delivered, I had to wait over a month and a half before I finally got a refund after calling back and playing my "I am an attorney" card. From the online complaints, others have not been so lucky. Something is going on here, and Sephora needs to fix it before they lose all their clients (as they have lost me).

I bought Don't Blow It and paid almost $34. This was to be all you need for your hair. I've been trying it and today when I woke my hair looked like I had been out in the humidity all day long and I had been in an air conditioned house. I took back today and they refused to return my hard earned money. I was told the bottom of the bottle satisfaction guarantee is no longer honored at Sephora. What a waste of money.

Will not be going back as I don't want to buy something and not be able to return it if it doesn't hold to it promise of what it supposed to do.

First of all, I absolutely love sephora and I don't like having to complain about this store but I have been in here several times and every time I go to this specific location I have a terrible experience. When I go in looking for something and then attempt to get some help from an employee, mind you there has been little to no other customers in this small store, no one ever comes to me, so I look for them and ask for help and I've received either NO help at all or the employee acts like I've have just crapped on their entire day because I asked them to help me, and I'm not kidding when I say I've gotten the huff and puff, eye roll, point in some random direction and continues talking to the other employees, just all around $#*!ty customer service. Apparently I'm not the only one who has experienced crappy customer service when going here because I've spoken to several people who say the same exact thing, it honestly makes me dread having to go into the store because I don't want to deal with the employees. Overall, I'm just extremely displeased with the employees in this store location and I think they all need a BIG refresh on proper customer service!

I gave one of my fave stores a 4, rather than a 5 star, due to the mere fact that even though I think this store is top-notch when it comes to the products they have, they are still too pricey. Nevertheless, this will always be my go-to makeup place. Sephora dominates, in my opinion, the cheaper makeup stores, like Walmart, or even with such places as Ulta. They have the best brands out there and I love that all of their makeup is of high-quality, hence the higher prices.

The online shopping is amazing! But shopping at the store inside jc penny is phenomenal! The SIJCP in wichita Falls tx at the Sikes center mall was the best experience I've ever had! The manager lady, Breanne, was so knowledgeable and calm cool and collective when the store was so busy. She lead her team as if she had been doing it for her whole life! The crap she endured from the rude customers was something I've never seen in a leader before. That woman deserves a raise! Not to mention she's sexy as hell!

I am addicted browsing through all the items on Sephora just like I am at the store. I just wish they had better sales. My favorite brands are never on sale. Buying 4 lipsticks is like $100. LOL

I'm a VIB and I have ordered about 7x this month and 5 out of those 7 times, I didn't get the samples I picked out from the site. Why bother contemplating on which one to pick when they just end up throwing in random stuff you don't want anyway. And worse, I redeemed an item TWICE and they didn't include it in BOTH orders! They just deducted it from my points and didn't even care to tell me it was out of stock. Seriously. Still waiting for a reward refund if I ever will get one.

I was trying to order a lipstick for my bestfriend for her birthday and when I went to submit the order, the item was no longer in stock. No big deal. Then I looked at my bank statement and they charged me for it! Absolutely ridiculous. How are they going to charge me for something that they do not have in stock. I called and spoke with their customer service and they gave me no reasoning as to why this happened just said that the money would be put in my account the next day. I looked at my statement this morning, the charge is still there. I can't get past that they charged me for something that is out of stock. They also told me I would have to talk to my bank since sephora already released the charges but I called my bank this morning and they said that there was nothing they could do until sephora released it. I usually enjoy shopping at sephora but this will be the last time I order anything from them.

I ordered an item online along with the promised 3 samples. Not a single selected sample came with my order. In fact, the "substitutions" were insulting. If they are out of stock of a sample. It would be easy enough in this day and age of UX to alert the consumer.

I never asked for them to promote free samples as a sales device, but since they offer it, they should honor it.

Won't be using them again with all of the other choice available to me. Would advise you to look elsewhere too.

The family chipped in $300 to buy a special gift for our sister's 60th birthday. I placed an order for a number of products on 5/15 and used my sister's shipping address. When the delivery was not made by her birthday (5/20), I sent an email looking for a status update (we all felt badly that the gift did not arrive on time). The next day I received a reply to my inquiry indicating the order was for an amount larger than I had ordered before, and because it was supposed to go to an address other than my billing address, they cancelled the order. WTF? No phone call, no email, nothing! Just a random cancel of the order. I thought I could straighten this out and called customer service - HORRIBLE! I asked to speak with a supervisor and at first I was told they were busy and was put on hold. Then someone came on the line speaking broken English; I could hardly understand what they were saying. I told them I would wait to speak to a supervisor and was put on hold 3 more times. Finally after 30 minutes I was told I could not speak with a supervisor and was transferred to a line asking me to take a survey. Really? I called again and bypassed customer service and went to the option to place an order where I was able to talk to an English speaking person who explained Sephora reserves the right to cancel an order at any time, and their policy is not to notify the person who placed the order. Huh? When I said that should be identified somewhere on their website, I was told there's a disclaimer to that affect when you click on the shipping link. Yeah - that's where I would go to look and see if there may be a reason for the company I placed an order with decided to cancel my order. I still wanted to place the order and asked if I would be compensated in any way for my dissatisfaction and was told I could get 50 points credit if I opened an account. While I was mulling this over I asked if I would have the same problem shipping this to an address other than my billing address and I was told they could not guarantee it. I thanked them and placed the same order elsewhere. What a f***ed up company!