Sephora Reviews 3,600

I placed a significant order expecting timely delivery and quality items, but what arrived was half-missing, damaged, and wrapped with no packing list. When I tried to contact customer service, all I got were automated responses and dead links — no real help whatsoever. It feels like they don’t care about their loyal customers or even basic order accuracy. For the price paid, this experience was completely unacceptable.

Personale formidabile e gentilissimo ...e molto preparato

I love Sephora.

Love browsing but always spend more than planned. Staff can be pushy sometimes. Good return policy

Commessi/e fantastiche Claudia gentilissima super simpatica e dolce ci ha accolto con molto affetto

I recently made a purchase from Sephora and THEN looked up their reviews, which after reading I was very worried that I had used them.
However I had no problems at all, I was regularly updated on the state of my order and it was received within a few days.
I was very pleased with the ordering and the products, I would definitely recommend, on my experience, and definitely use again.
Ref FN108572030

Visited the Riverhead Sephora 2/4/26 to shop for perfumes and planned to spend $300–$500, as fragrance is something I regularly purchase and stock up on. I usually shop at the Smithhaven and Shirley locations where the customer service is consistently excellent, so this visit was noticeably different.

Several employees were gathered talking and laughing, and no one acknowledged or offered assistance while I browsed, even though the store was not busy. I want to be fair and clear that this did not feel race-related — I’m African American and was also not acknowledged by the associate who appeared to share my background — but the overall lack of engagement felt dismissive and unprofessional.

I did make a purchase and the cashier was polite, which I appreciated. However, the overall experience left me feeling undervalued as a customer, and I will likely return the item and continue shopping at other locations instead. I hope this feedback helps improve customer service going forward.

I have been a loyal Sephora customer for over 10 years, and this experience reminded me why I continue to shop with them.

I recently had an issue with a package that showed as delivered but was never received. There was no photo, signature, or clear proof of delivery, which was very concerning. I contacted customer service and escalated the matter, hoping it would be reviewed fairly.

Despite the lack of physical delivery proof, Sephora took the time to listen to me, review my case carefully, and ultimately do the right thing by sending a replacement.

This situation came at a very difficult time in my life due to a serious family medical emergency. Their professionalism, understanding, and willingness to help truly meant a great deal to me.

Shipping issues can happen with any company. What matters is how they are handled. Sephora handled this situation with integrity, compassion, and respect for their customer.

I am very grateful for the way this was resolved and for the care shown throughout the process. Thank you for standing by your customers and for maintaining such high standards of service.

Loyal customer,
Kathryn D

The tracking said delivered but I didn't receive. I inquiry the company, who forwarded the issue to the delivery company, and both of the told me they would investigate. 2 months after, I am still waiting

No customer service. Their courier company lost my order and they even don't try to help me to open a claim.

Sephora’s website makes it easy to search for the latest and greatest in beauty products.. It’s convenient to buy my products online and pick up in store at my nearest location. I’ve ordered many times from this site and plan to again in the future.

Hi so I purchased some face creams that i really needed i think either on friday last week or on thursday so the week before the 26th of January. The only good thing was that they dod not charge me a delivery fee. However the box when I opened the products well was not packaged safely I.e in case of any weather conditions or anything it was just the products and some flimsy paper and not alot may I add. So nothing protecting thw products. So when the evri driver the courier sephora uses despite the rain threw the parcel in the back yard it got so wet the product boxes were wet, not even that the products itself are wet lucky oneof them were sealed well by the manufacturer and the other had that tinfoil on the tip covering it as I swear on everything the water would have definitely got in that as the whole bottle despite being in a bottle was wet. Then I wouldn't need to even use it and it would be a waste. Im kind of skeptical anyway so I dont think ill be using them. Oh.. whats a bit of rain water, well theres no way of knowing now what that can do to my face the sealed one ill be using but not the other. So now I have the inconvenience of reordering. Yes I could return the products but its skincare and now I dont have the box I domtnwant to go through the hassle. But I still might. Still doesnt beant the fact I was waiting for 5 days ans I needed them and the only way to get them is by ordering. If there was protection in the box and packaging things would have been better. Anyways never again literally never again.

I am extremely disappointed with Sephora’s customer service and how my return and refund have been handled.

I returned my item correctly and have been repeatedly told by different customer service agents to “expect my refund” — including today, when I finally spoke to a senior advisor. This is the same thing I’ve been told multiple times, yet I still do not have my refund.

To make matters worse, a few days ago Sephora sent me another customer’s order number and payment method details. This is a serious breach of GDPR and raises major concerns about how customer data is being handled.

Most of my previous conversations on Messenger did not feel like I was speaking to real people. The replies were vague, copy and paste style, and did not answer my questions or address my concerns properly. Only today did it feel like I was speaking to an actual person.

For a company as large and well-known as Sephora, this level of service is unacceptable. Customers should not have to chase repeatedly for their own money, and personal data should never be mishandled.

Until Sephora significantly improves their refund processes, customer support, and data protection, I would not recommend shopping with them.

I have had an absolutely terrible experience with Sephora!! I contacted them numerous times about a missing order. Initially, they said they would contact the post office, but now they say the order was delivered, even though I have received nothing!

Their responses are one-sentence messages with no apology, no real effort to resolve the issue and no concern for their customers. This was supposed to be a gift, but it never arrived. I started thinking maybe the order wasn’t even sent..

Sephora’s customer service is unprofessional, not client-oriented and clearly damages their own reputation. I do not recommend buying from them!!

I had a recent order from Sephora for a cologne and was so excited to have a new scent. On the day of delivery, it showed as delivered but I didn't see it so I thought that it would come in the next couple days. I waited and waited and it never came. I contacted Sephora chat and after about 30 minutes, they said they couldnt offer me a replacement or a refund. I then called Sephora on the phone and they also said the same thing. I asked for the reason and they said that because my account is new, with no past orders, they couldn't help with my order with a replacement or refund.
I usually don't have packages go missing so I rarely have to call or chat with customer services of companies I purchase from. This is terrible business practices. I will never buy something from Sephora again. I told my significant other this and she will also stop shopping with them.
DO NOT BUY FROM SEPHORA, FRAUDULENT COMPANY

I love Sephora products but the costumer service is awful. I recently tried to buy 4 items totaling 100 dollars- when using my Apple Pay the site had an error twice so I switched to my physical card which went through. I then received receipts for both Apple Pay payments that the site had said didn't work- the order was placed an additional 2 times... ADDITIONALLY the website glitched and the login button disappeared for 2 hours- so I couldn't cancel the orders. Phone customer service was not sympathetic and reasoned it was a known glitch and was just due to my location. I lost 200 dollars today for no reason.

I made online shopping for 140.40 Euros. When the products were delivered at the shop, I went to collect them but it was not at all my package. They MADE ME TAKE the wrong products and told me to send pictures of my order to a spesific email. I did. Nothing happened. Then I contacted them again (each time you go through a badly designed auto chat) Nothing. Again... nothing. They demanded better pictures, I sent. They asked again pictures I resent. Then this time ONE PICTURE FOR ONE PRODUCT. I did . Nothing in return!!! All they have to do is to email me a SIMPLE QR CODE. That's all. It's been almost 2 weeks nothing is happening!!! What's going on? Commande n° 7055486296.

Extremely poor!! Placed order for Christmas present on 16/12/25 and it is now 19/1/26 and still not received the order.
I have sent 2 messages requesting information as to the whereabouts of order or refund but no response.

FN105105899 order number

How can someone recommend a product to me that does not suit me and then say we cannot refund? The colour matched under your ridiculously fluorescent lights making me look like a burnt clown.

And on top of that no refund. You recommend that you don't want to refund anyone now. That's why you will close down very soon

I'm.over 60 and I'm exhausted with these ridiculously scamming policies

The most helpful and kind customer service from the lovely Metadel, the Dyson expert in the mall of the emirates store Dubai 💕