SephoraReviews 554

Their online delivery and order service is the most awful that I have ever seen.
I ordered a shiseido ibuki cream and after 3 days waiting I realized that my package has been returned because of incorrect info.
When I asked them to resend me the package with correct adress thay told me that my order is out of stock and they have to refund.
After 3 days!
I will never order online from sephora and i will try to buy directly from Shiseido.

So I was all excited for a very expensive item to be being offered as a pre sale for VIB Customers. I was on it... ordered that plus a lot of other items to fill my online basket. The order is placed my card is charged.

Then I get an email (after my card has been charged) that oh oh... out of stock. So that item was removed from the order.

I call to cancel the order. I am assured that it will be canceled.

Then another email comes to tell me it is shipping. I call again to make certain it gets canceled.

I am promised again it will be canceled.

Then guess what... again I see an email that the package is almost here.

I call and explain it was canceled. I am told they would call the shipper and have it redirected back to Sephora and I would get my money back.

You guessed it ALL LIES. The package arrives.

I call explaining the whole issue. Box in hand unopened and am told by Sephora Customer service that I can take the box to a Sephora store and they will give me my money back and take the products I do not want back.

In the store they explain they need to open the box. Ok so they open the box and see that all the contents are there then tell me that the can't give me credit because I used PayPal and now the box is open.

This has been the WORST experience EVERY so spoke to 4 people all who were supposed to cancel the order. The order came anyhow... then i am told take it to a store... and the store gives me this lame excuse about PayPal and the can't give me credit so I am STUCK with an order I did not want... social media here I come to tell all my friends and their friends that all Sephora cares about is saving the sale and they do not care about the customer. ARE YOU KIDDING ME

Last time I bought two new product that customer service suggested to me and it cost me over $80.00, it took me while to start using them. When I used them for the first time after 5 minutes the powder turn to the white plaster, so I when back and explain that to the customer service and they told me it was a wrong product, and then they suggest another one which was way lower in price and gives me my full redound and I bought the new one.
Not all of the customer service are knowledgeable but they have a great return policy.

I asked one sales person to help me find a lipstick that I had previously purchased from Sephora. She was going to check in the back to see if it was it in stock. She never returned. So I asked another. She never returned, either. Meanwhile, several people kept asking me if I was being helped. Before leaving the store without the lipstick, I told one of the sales people about my experience, Her response? She said thank you, not, "Oh we're sorry, let me get someone else to help you."

Instead of repeatedly asking customers if they need help, try actually helping them. If you want to boost sales and increase customer satisfaction, train your sales people. They flunk!

I've been a VIP Rouge member for several years now, so I clearly like the site as well as the physical stores. They carry the more expensive brands, though the in house brand is usually pretty good. I like that their perfumes are reliable and not fakes (can't say that with all the online sites).

I only left 4 stars, because I find myself buying less expensive, and equally effective, products from their competitor. And I am becoming increasingly annoyed that the free samples they send me with my online orders are rarely the ones I picked out. Don't get me wrong, I still love Sephora. We are just no longer in an exclusive relationship.