Sephora Reviews 3,601

Be careful of this lot. My son ordered aftershave for Christmas presents. Spent about £60. Haven't received anything and they won't reply to emails. Trying to recoup the money from his bank.

Sephora is great shop for all types of products like makeup, cosmetics and perfume

I attempted to buy a set of make up brushes for my sister in law for a Christmas present. I ordered the brushes on the 27/11 and received notification that they were dispatched on the 28/11 and then delivered by Evri on the 29/11. However, I never received this order. I attempted to contact Evri who told me I would have to contact Sephora. I sent them an email on their ‘contact form’ however never received a response. A week late I sent a further two emails finally getting a notification that they received my email but nothing about resolving my problem. It’s now 14/12 and still not resolved. No refund, no new product dispatched. So I’m going to have to spend more money to buy another present. This company is clearly rated 2.5 for a reason. Do not buy from here.

I cannot quite believe how poor and disconnected customer “ service” for Sephora is. I received the wrong items in my delivery. Tried to resolve the issue using the web form - other option was Facebook messenger?!?!, I don’t even use Facebook. AI generated response requested all sorts of barcode numbers/ photos of products/packaging /labels which I dutifully supplied and then nothing for two weeks .. just my own repeated requests for help emailed back to me.
Still no response. Still have someone else’s hair products and creams. I only ordered two face packs! Such a frustrating experience. Will never use this company again.

Awful customer service will NEVER shop here again
Space NK all the way for me

I will never order online from Sephora again. I had the worst experience with delivery by Ontrac. They are dishonest, unreliable and they steal (keep) your package saying it was delivered. One would think an organization like Sephora would have a higher caliber for delivery service. Try Ulta or high end department stores for reliable delivery of online orders.

Super rude, the chat feature on the web site is useless. No help or solution offered. Ulta is so much easier to work with

Absolute joke!!! Im a loyal customer for many many years in Poland Germany USA now in Uk but what Sephora Uk is doing it’s absolutely disgusting ZERO customer care don’t bother to contact them they don't respond or respond after 5 days with parcel was dispatched no other information or apology!!! 3 weeks ago i placed two orders together for over £250 apparently EVRI ( read the worst delivery company ) have “lost” both of them yeh right i live in my home 20 years and i had 2 parcels missing in this time but they managed to misplace both of them. I contacted Sephora eventually i got response do you want refund or replacement obviously i want replacement as this is why i bought the items to gift them for Christmas and some for myself for my birthday. From the second lot i received only one parcel the other one is yet again missing and the parcel that was delivered was dumped outside in the rain no bell used or knocking and when i opened the parcel two items was missing and two free gifts with purchase. The two items was refunded but there was no communication about them not being available i would buy something else instead! The other parcel is missing and after 5 messages and 3 days i got a response it was sent on the second? How this is any good for me!? After 3 weeks numerous emails I’m still missing over £120 in goods and from 10 gifts for my family and friends I’ve got only free and no money to buy new stuff!!! Disgusting be warned!!!!

Im so disappointed I asked for a simple sample for a foundation and the lady works there just kept ignoring me. I always shop at sephora, but I think I will stop go there.

For the 2nd year in a row, I ordered 2 Sephora Advent Calendars in November for $110. I realized in Dec that I did not receive them. I called Kohls and of course they are out of the calendar so only choice is a refund. If I had not called, they would not have refunded my money even though it was supposed to be delivered by 11/6/25 At the latest and they show that it was never delivered. So frustrating as now they are sold out.

Terrible online experience
I got an advent calander as a gift , and my freind reported that it was missing an item . Sephora rejected to return ! Although it was a full price item and I have 14 days as return

I ordered a shark hairdryer and within this order I was to receive a free beauty bag and other free items. The order arrived and stated delivered and the only item arrived in a very small box was a free Hello wash. I have made contact with Sephora via email and customer service and as yet have had no reply or resolution.

I bought two items in store on Sunday and the next day each item was 30% off. I asked a customer service representative if I could receive the discount since I just purchased the items. They said I would have to go back to the store to do that. My closest Sephora is 30 to 45 minutes away, unless you count the Kohl’s Sephora which to me isn’t really Sephora and you can’t return items there. Service in store was lacking, customer service representative was lacking. Also, Sephora never has any birthday gifts left in December. I’ll just return these items when I travel home for the holidays where there is a Sephora close to me. I can’t see any reason to shop at Sephora any longer. They sell nothing you can’t get elsewhere. You used to shop at Sephora because of their great service. They don’t have that anymore.

06:41 am
I placed an online order with Sephora totaling over $700. The delivery was marked as completed, yet the package had been left unattended on the ground without any signature, confirmation, or basic security measures. When I arrived, the package was simply gone.
This experience has seriously damaged my trust in Sephora’s online services, and as a result, I will no longer be shopping through Sephora online. I also manage a public, high-traffic page, and I will be sharing this experience because no loyal customer should ever be treated in a way that implies dishonesty or fraudulent intent.

Throughout this process, I was made to feel as if I had done something wrong, despite being a consistent customer who has purchased regularly and in full good faith. I clearly stated several times that if the original package was located, I would immediately notify you and return it. You were fully informed of my intentions and yet chose to proceed in a manner that questioned my integrity.

The handling of this situation was not only disappointing but unnecessarily insulting. Instead of acknowledging a loyal customer’s honesty, the responses I received assumed the worst and disregarded the trust I have demonstrated with every purchase I’ve made.
A company of Sephora’s size and reputation should be able to differentiate between genuine customers and fraudulent cases without defaulting to accusatory treatment. Operational and delivery mistakes can happen, but the way customer support responds is what defines whether a customer feels valued or dismissed.

I expected professionalism, transparency, and basic respect. Instead, I was left feeling accused, dismissed, and made to justify my integrity. For a returning customer who has shown loyalty over time, such treatment is simply unacceptable.

Additionally, the cost of re-shipping the order might have been insignificant for a corporation as large as Sephora, but for me, the value was substantial. What may be a negligible expense on your end represented a meaningful amount on mine, and I expected that difference to be treated with care, not indifference.
I strongly hope Sephora revises how cases like this are managed, because a customer should never have to defend their honesty when there is no basis for doubt and when communication has been clear from the beginning.

Ordered from Sephora for the first time because they were offering the product at a good price, better than competitors, and fast delivery. Three days later after no action, they emailed me to say “Whilst in the process of preparing your new order we sadly found that some of your items are now out of stock“. Black Friday offers that are now all over. You couldn’t make it up. No meaningful apology, no compensation, just a suggestion to re-order it when it comes back in stock. No doubt at a completely different price. So unprofessional for a global brand. My first and final order with this company. I have requested my account to be deleted.

Do not buy from Sephora en ligne , they don’t have customer service support, they don’t have any option to change/cancel/ or even speak to someone . For the next day delivery item it’s a false information it takes time to arrive .avoid buying from them ❌

I ordered foreo, it was on 50 percent discount, for 3 days, it was showing that your package is getting ready n then on 4th day, got an email that they cant deliver and will cancel my order. I ordered this on black friday sale, i should have ordered from some different website rather. Now its full price everywhere. I will take this to consumer court

Sephora completely dropped the ball on my Advent Calendar order, and the delivery failure isn’t even the main issue. Mistakes happen. What is unacceptable is the cavalier, dismissive attitude I got when I reached out for help.

USPS tracking showed “Awaiting Carrier Pickup” the entire time. The only thing delivered was the small free bonus item, not the actual Advent Calendar. When I contacted support, Domino at least tried, but the escalation manager, Gabriella from Client Service Escalations, insisted the item was “delivered early,” which was completely false. I was looking at the USPS website while chatting and could see exactly what the tracking said. They clearly never bothered to check it themselves.

Their solution was either a refund or a reshipment that would arrive a week late, which makes the Advent Calendar pointless. No accountability, no urgency, no real compensation, just a nonchalant “oh well, too bad.” I also never received the refund email they claimed they sent.

What shocked me even more is how low Sephora’s reviews actually are once you start looking. I genuinely thought Sephora was a well-known, well-respected company, but this experience shows they are not even close. They act like customers are disposable.

At this point I honestly think people should stop supporting them. If this is the level of service they deliver, they don’t deserve the business.

I ordered an rather expensive perfume. Once the parcel arrived at home, it was already open and broken and somebody stole the perfüme...

Last week, I ordered $175 worth of products using the Friends and Family discount, and today, instead of a bunch of the items I paid for, I received three cans of Fist Aid Beauty. I tried calling CS after the nasty chat admin's response, but Sephora still refuses to ship the items or issue a refund. I'm fed up.