“Tam extremely dissatisfied with Sephora's service. I placed an order and chose to have it shipped to a freight forwarding address.
Unfortunately, the delivery company used,
Veho, abandoned my package on the street in poor conditions, as evidenced by the attached photo. Despite my attempts to contact Veho, I received no response. Sephora's policy does not provide any accommodations for issues with freight forwarding addresses, which has left me with lost products and no resolution.
The lack of accountability from both Sephora and the delivery company is unacceptable. I am now out $150 and have no way to recover my products or get a refund. I would strongly advise against using Sephora's service, especially if you plan to use freight forwarding.
Their customer service has been unhelpful, and the delivery partner they use is unreliable”
“I was served at Sephora Trafford by Mia and she was so lovely and helpful. She recommended products for my skin and her product knowledge was excellent. I will be returning soon. The whole experience was fantastic”
“Sephora advertises falsely. When I was finalizing my purchase, they offered me to open a Sephora credit card, and if approved, I would receive a 25% discount on this purchase. It was approved with a high limit and they gave me a temporary card for that purchase. I went to check out the card and the card wasn't working. gave an error. So I contacted customer service and simply spent more than 4 hours trying to resolve it. They said they needed to have the security code to place the order, but according to them, the temporary card does not have a security code. Conclusion: They didn't give me a discount, I can't use this FAKE temporary card. Why they gave me this temporary card if I can’t use it?
I will never shop at Sephora again. BE CAREFUL, MISLEADING ADVERTISING”
“Store was incredibly busy, hot. I asked for help with a product alternative as the product I could see was very expensive and wasn’t directed to any, just told, well it is the best.”
“I have been a member of Sephora's Rouge program for many years. I have been buying from them quite regurly during this time. But today I am cutting ties with them. Their customer service has taken a turn for the worse. They consistently use 1 star shippers like Fed Ex (and using boxes labeled with Sephora on it is a giant target for thieves), despite repeated complaints about their service. I had a package with a large order marked as delivered by Fed Ex in November, which was never actually delivered (or delivered to the wrong address). I contacted them about this and they sent me replacements. I was not told at the time that, should I have future delivery issues, there is a cap on how much they will assist you in terms of refunds or replacements for shipping issues. Now I have had a second shipment that was not delivered correctly, this time by a different carrier (USPS). After speaking to the carrier, the advice was to contact the shipper. I have done so and been told that, because I have reached a limit on the amount of assistance they can provide, that they will not refund or replace my lost products. I was told to file a claim with the carrier. Carriers do not process claims from recipients, only from shippers. So, despite the volume of orders I have placed with them this year, and in years previous, despite my long Rouge member status, they refuse to assist me. Sorry for your loss. It should be noted that you cannot order things from their website and have them sent to the store for pickup. If you what you want from them is not in stock at a local store, they will only ship it to you. But if you have poor carriers in your area you are rolling the dice with your money ordering from them. This is totally unacceptable. I am very disappointed and do not recommend this store and will no longer be shopping there.”
“Sephora refused to refund or credit my account after an expensive item was returned because of their packaging error. I have the original return receipt and have waited 2 months for my refund which now they state would not happen because the system does not allow it. Worst customer service I have ever encountered.”
“Been waiting weeks for a refund for an item that was not delivered - sent numerous emails and have been told item was delivered and therefore cannot issue refund - this was not the case and the delivery note for other items in my order indicates item was not delivered. Appalling customer service and response time is days!”
“Un service fantastique, un excellent produit ! Je les recommande chaleureusement ! Leur service à la clientèle est fantastique ! Leurs vendeurs sont bien informés, rapides et courtois. La qualité de leur produit pour le prix surpasse tout ce que j'ai vérifié. Je commanderai de nouveau chez eux à l'avenir !”
“Nagyon jó! Ajándékot kerestem a barátnőmnek, amikor rátaláltam a boltjára, segített megtalálni a legjobbat. Hálás vagyok, hogy együtt nagyon boldoggá tettük a barátnőmet.”
“I tried to place an online order multiple times, but it got cancelled. I made my names match on the card and account, and even called CS to verify myself but they cancelled and never explained the reason. It is either stupidity or discrimination towards a Ukrainian person.”
“At Sephora (France) once you’re black they put security guards on you from the moment you enter any of their stores at any location across the country. Then they never have black makeup artists so you get wrong advice. I bought a fenty powder the wrong shade because of poor advice. When I tried it out at home it was the wrong shade and because I opened the product they didn’t accept to exchange the product or refund me. And then they were proposing me to get another assistance from their white counterparts. No thank you! I wrote to their customers service on messenger, but no response.”
“I was disappointed in the lack of assistance or knowledge on the online only Ordinary brand cosmetics. I wanted to colour match a tinted moisturizer I wear now to the ordinary brand and the staff at the Sephora in oakville were not knowledgeable or even curious to assist me with my questions. If you’re going to carry only online items - make sure your staff is still aware and knowledgeable ombré product as it’s still a reflection of your brand and customer service.”
“Hey Sephora! In your Kingsway mall Edmonton Alberta location you have an employee by the name Yuliana Kopchuk. I just want you to know that this employee is related to me and in a fit of rage destroyed my James Charles palette, smearing the powders on white hotel sheets. Stole my tarte cosmetics concealer, my fenty beauty foundation, and my Anastasia Beverley hills dip brow pomade. And she told me she would make sure I would never be able to work at Sephora and she would make sure of it. And would tell me everything I do wrong with my makeup and criticize everything I did. I hope you know that this is the type of employee you have hired. And I have the images to prove what she has done. And for this reason I will never shop at your store because you hire people like this that do these things.”
“On two different occasions my Sephora order was lost in shipment. Both times I reached out to customer service about it and they responded within 24 hours, and sent me an expedited new order at no charge!”
