SephoraReviews 554

I've been a beauty insider member for over 10 years now. And now I'm holding a rouge status. This is not to say I should be treated differently, I would just like to say I've spent a lot at Sephora.

On February 5th I placed an online order, I received it on the 10th or 11th. The order included items that I wanted to try out. By the time I had decided which items I wanted to keep, the stores were closed and we were in full on panic about the pandemic.
On April 8th I reach out to Sephora customer service to get a return label to return these pieces online since the stores were closed. They said since the order was placed on the 5th, my 60 day return policy is over and I cannot return the items. I've spent a few emails and spoken to managers and that's the answer I've received.
Considering what the world is going through and considering they sell a luxury product, I really believe this is an unacceptable response to a loyal customer of theirs. Even if the 60 day policy was that strict, I obviously did not receive the items until February 10th or 11th and I still had time to return them.

They offered me to add points to my account (obviously in order to use the points, I have to purchase more from them)... nice job Sephora! Way to go on giving back to the community and the industry at this time!

Unacceptable!

Sephora, you just lost a loyal customer of 10+ years! I will never spend a cent there ever again!

I made a purchase online of an expensive dry bar hair dryer (it was awful... my hair got stuck and it burned me, but that is besides the point). It had no inner packaging or return label so I popped into a Sephora near me... The return was quick, I was a day past my 30 so the lady said they were gonna issue store credit. Cool I thought... as I always buy stuff online. This was the first time I ever got store credit instead of a refund and it came to my surprise that I could not use the store credit for online purchases?! The kicker is... this was not explained to me... This is the only retail store I have EVER heard of that does not allow you to use store credit online. I usually only shop online because work keeps me busy but I do spend...
Since I made the return two weeks ago... and now the stores aren't opened. I made a compliant by phone. I got "well you can use it in a few months..." Almost $200 in purgatory. What a stupid way to handle the customer experience. We live in an a technologically advanced world with people who have accessibility issues... and now that the stores are closed for an undetermined amount of time... all the more reason to change the archaic method of fund allocation for returns / exchanges.

The lack of transparency by the cashier who "refunded" me is absolutely WRONG. SEPHORA you need to update this policy. It is ridiculous.

I have used this site and been a fan of JCpenny's in general. However, samples and their extra benefits are sometimes now often replaced or just not given at all. It used to be you would get 2 day flash shipping and now that has gone away. I believe it has gotten busier and lost like most businesses the accountability to keep business. I continue to shop but there are at times better prices and faster shipping at other sites now. :)

FALSE ADVERTISING! Buyer beware! I went in this store to buy a pro brush which an associate then ordered for me online because they were sold out in store. After the order was complete, I was told that it was not half off even though there was a sign that said "50% off pro brushes". When I asked to speak to a manager, she informed me that it was on select brushes. I told here there was no asterisk or disclosure that said as such and that it was false advertising. Her response? "I know. You can wait for the package and then return it." She didn't take the sign down, nor did she try to make it right by honoring the advertised price. Shame on you Sephora Lynnfield, MA! See pictures below - prices are not as advertised!

I am extremely surprised by the flow of negative reviews that this company is generating. My own experience with this company has always been good. The quality of the products I purchased is excellent, I never had to return anything. They send plenty of samples that make sense based on the type of products I buy. Their sitewide sale truly includes most of their brands, unlike some of their competitors like dermstore which advertises sitewide sale when in fact only a handful of brands participate. There was never any "scam", any expired products.

I give 0 stars. I ordered cleanser from them was told in writing 1 to 3 days delivery. Just got an email says now 6 days for delivery. So what you advertise 1 to 3 days is just downright lies and now I cant get the product on time because someone changed to 6 days to deliver. Why lie in advertisement. Why not say we are incompetent and cant deliver on time and you wont get your order as you expect it. Store is not stocked at all, came in for a cleanser and they have 2 cleanser products available to sample but none to buy. How do you sample a cleanser? Lol. Absolutely hate Sephora. Will go to Blue Mercury they are always well stocked and deliver on time

Absolutely ridiculous! Horrible customer service and online ordering. I've orderd for years and never had this happen or any issues. They charged my card the total amount of my order and then almost a day later charged my account another charge! I called customer service the first lady said her computer was all wonky and not working and then I asked for her manager and he told me it's the banking system they do a pending charge and then give the money back. First of all it does not state anywhere and the manager even admitted they did not inform what so ever that they would be taking way more money out of my account then they said in the emails. He was rude he kept repeating himself and talking over me. He offered me a 10$ dollar credit which was not near what they took from me. I'm late on my rent now cause I didnt expect them to take the last of my money. Cause they already took what was owed. I'm furious with this situation. My bank specified that the orginal charge is not pending and that it fully went through! So theres no reason at all to take more money! They basically robbed me for the last of my money. And told me for half hour they couldn't help me. What a joke! Absolutely horrible customer service I will be switching where I purchase my makeup. HORRIBLE

I ordered the Sauvage Parfum and specifically asked the rep several times to ensure that they don't send the eau de parfum. Surprise, they sent the eau de parfum. Then the customer service rep write an email saying that they selected the eau de parfum because it best matched my request for the parfum. So, I sent them a pic from their own website and then another rep writes back that I am correct and they made a mistake. However, the parfum is more expensive so I have to pay the difference. Now, I am stuck schlepping their eau de parfum to a store defeating the very purpose of ordering by phone. This is the very definition of bait and switch. Be careful what they send you.

Honestly I loved Sephora until recently. They have makeup brand other stores don't never had any big problems until I needed to return something. I got the proactiv md treatment as I am pregnant and breaking out. I wanted to make sure these products were safe with my ob before applying. She said she would prefer I not use so I went to return. I was told the return policy is only THIRTY DAYS. That is freaking pitiful. Other places have a much more understanding return policy. Can even try it out before returning. They acted like my return was such a big inconvenience and then said oh well there is nothing we can do. I am saying goodbye to Sephora forever.

I was greeted by a Sup! What's going on?! It seemed very sarcastic as though the customer service representative purposely raised his voice to mock me! I told him how I wanted to return so Gucci lipstick and he thought he put me on mute and said "We love broken lipstick". Once again he said this very sarcastically.He then tried to apologize but was once again very sarcastic! I asked for his name which he responded Charles in a British accent, when his native tongue was Canadian. I have already filed numerous complaints to Sephora! But I would advise anyone to never call customer service!