Sephora Reviews 

Dreadful customer service. Sent only 1 of 2 items. Been charged for both, and this is after a month!
Still awaiting a proper response. Don't use!

Placed my order and confirmation quickly received.
Received notification of delivery the following day.
Delivered to time as stated by Evri whose delivery driver, Oliver, was his usual most cheerful and efficient self.
The cost of my items was certainly less expensive than Amazon and the major supermarkets.
Amazed at the number of negative reviews. I will certainly return to Sephora for future purchases

I bought the Nude Dip palette from Tom Ford on sephora.fr
And I'm disappointed with the quality of the shadows. Especially the 4 darkest shades. it is the least in the package for some reason. the shadows were dry to the touch, they were almost non-pigmented and crumbled under the eyes. The other three shades were ok but I don't think that's normal for the price!
Moreover, everything came in a crumpled torn package that was opened!
contacting the store is an impossible task. nobody is answering

Awful...the launch of the UK website. There was an item missing from my order and an incorrect item, customer services were very helpful and promise to send out the missing item and sort the incorrect item...I then received a parcel containing an item they has already sent me (the 1 correct item they had originally managed to send) So I now have 2 lots of 1 item and none of the missing item...that I have paid for, still awaiting a resolution to this. Wont be using Sephora UK again

Awful website. I’m in the UK trying to access the USA site. All I can see is their French website. How terrible is their IT where they can’t redirect to the USA? Glad I didn’t order!

UPDATE: I’m not sure if their response (in French) really understood what I complained about.

No responce for a Month from Sephora. I am awaiting your feedback. Please contact me!
I have called the number provided by…
I have called the number provided by Sephora 8 times and talked with different employees at the call center but since the damage was done at a Sephora store in Paris they refer us to call the store and nobody answers the phone. I have called more than 12 times by now. All the selections menus are in french which make the selection difficult. Please come up with a solution that actually works.

I was visiting sephora gare montparnasse after long walk to find it and the bill was 200 euros for me and my daughters, when I asked the cashier there to make me the tax refund she said cannot be done unless I have the original passport although i had a hard copy for security purpose for not walking with original passport and all shops accepted copy, and she said you should say that you want to do it before you pay then when I told her you have to follow the law of the country here and make the tax refund she asked me to leave the shop cause its time to close and waving with her finger to go out with a rude and impolite way immediately after receiving the money, I told her I will get the passport tomorrow she was talking in unacceptable way which I never saw it from any branch of sephora all over the world, when I told her will complaint she said please do, I wonder if your employees know about the customer services and satisfaction??? I asked to see her manager and she came and said to come tomorrow what if I was going to leave the following day ??! I have to go back all the way to take my right ??!!!
Happened on 21st July 2022 at 7.50 pm

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.

**UPDATE**
Customer service reached out to me and I got the option for a refund or a new package being send out. My second parcel is on it’s way to Belgium at this moment, hopefully all goes well with this one! Thank you, Sephora!

Since they started using DPD for delivery to Belgium it has been a straight up scam. Packages are traveling up and down delivery centers to parcelstores and back but never get to me within the week, sometimes even longer, get lost, …. They straight up lie about the reasons, saying that I wasn’t home when I work from home, that the parcel store was closed etc but when I called them they were open! When you call them they never know the reasons of the delay or anything. When you contact Sephora.fr they just don’t care, yeah, if a refund of the shipping costs of €5,95 is caring, well …. Probably my stuff is damaged now because of all the times it has been in and out of delivery vehicles but wait, if I recieve something damaged I have to send it back before I can get a refund, it will cost me around €16 and I have to do it with DPD all over again?! What a service is this?! I battled through it the last couple of times, but the delivery of this package is the last straw, I won’t order here ever again as long as they use DPD. A billion dollar company but still not willing to pay a decent courier service, that’s just spitting in your paying customers face! The US would be ashamed.

Dear Sephora Team, 

Am writing this email to report an incident happened to myself (name: Dalia Mohamed Anwar, passport number...A22208238.) and my mother ( hedayt .el ezaby

The incident happened on the 8th of June at 11.00am when we visited Sephora store (Champs Élysée branch ) and we experienced a very bad situation which was very humiliating in front of all people inside.

The issue occurred when we started to pay the amount required for our purchases which was around €500, my mother's showed up her credit card and a staff member called Ms Cristal asked for an official ID, we gave her the passport as requested.

Ms Crystal commented that there is a difference between the official ID and the credit card in one letter in my mother's first name (E instead of A)    ( hedayt/hadayt) then we gave her the evidence that proves that both names are the same.

We paid the money and when we started then to process the Tax-free, Ms Crystal was unhelpful and treated us in a very bad way, when we asked her to talk in a better way, she became more aggressive, rude, nervous and shouted on us in front of all people, we asked for the manager to report the incident but unfortunately she informed us that she is the only manager available at that time and it ended up by kicking us out of the store by force.
As a result of what happened from the lady, my mother was in a very bad condition as she is a cardiac patient, and she got a hypertensive attack for what she has experienced in Sephora store.

We took an immediate action by calling Sephora customer service and reported all what happened.

The big surprise was when we were at the airport (going back to our country) and discovered that Ms Crystal cancelled our Tax Free.
Kindly we need a reply to the followings:
- Who gave the lady the authority to cancel our tax free without informing us.
- Where is the document of our tax-free cancellation and who signed it.
-  What is Sephora's staff code of conduct policy.  

Please note that at Sephora store we have been:
- humiliated 
- mistreated 
- insulted 
- intimated 

Accordingly, we need to escalate the issue and to raise an official complaint and we are requesting a formal investigation as soon as possible.

I made several orders then now they refused my orders with the reason "incident paiement" after 1-2 days ... I have no word. My flight is coming and i don't have my products then if i remake another orders now i don't have the "offert" anymore.
Really really bad experience at sephora.
Van

I have since changed my review after speaking with a customer service representative at Sephora over the phone who rectified the whole situation. It was quite a lengthy in process but prevailed in the end!
However the fact that I had to go through so much trouble to get good customer service. Nothing is easy anymore and in the stores it seems the customer is not always right ! This is the attitude they need to adjust and work on. Not everyone has the patience to do what I had to do to feel satisfied.

Sincerely,

Natalie

I ordered a couple or products and they arrived in about a week. They are all fine, I only ordered makeup, so nothing that could easily break. They're all the same products I ordered, so I happy.

I also had a good customer experience over the phone and via chat, when I was not able to pay initially and everyone was polite and helpful.

I also liked how at the end of the order you can select 5 free products, which not many companies do online.

I will order again because I love Sephora's products and I was satisfied with ordering from Sephora.fr.

I wanted to leave this review, because I saw so many negative ones and didn't want to believe it's THAT bad. So here we go folks! I am a happy client! :D

J'ai commandé quelques produits et ils sont arrivés en une semaine environ. Ils sont tous très bien, je n'ai commandé que du maquillage, donc rien qui puisse se casser facilement. Ce sont tous les mêmes produits que ceux que j'avais commandés, donc je suis contente.

J'ai également eu une bonne expérience client par téléphone et par chat, lorsque je n'ai pas pu payer initialement et tout le monde a été poli et serviable.

J'ai également apprécié le fait qu'à la fin de la commande, vous pouvez sélectionner 5 produits gratuits, ce que peu d'entreprises font en ligne.

Je commanderai à nouveau car j'aime les produits Sephora et j'ai été satisfaite de ma commande sur Sephora.fr.

Je voulais laisser cet avis, parce que j'en ai vu beaucoup de négatifs et je ne voulais pas croire que c'était si mauvais. Alors voilà les amis ! Je suis une cliente heureuse ! :D

I order from Sephora France last week. Everything was great till I got a mail this morning from delivery service that my package it's returning to Sephora. Problem was wrong adress - I live in Croatia, not in France. Anyway, I send them two mails, but than I have read lots of negative reviews in Trustpilot. I tried to contact them threw their Facebook page but Facebook is automatically redirecting me to Sephora in USA. I also tried to call them on phone that is listed for orders from abroad, but the automat is on French!! I don't understand anything!!!! If it is for order from abroad, it should be on English!!!
Edit: Some how I got Sephora France on their Facebook page and they were very helpful. It was my fault that I did't write that I live in Croatia, so my package returned to Sephora France. They said they will send me package again. But two days after I got mail from Sephora that theey have refunded me (money was on my account two days after that). I contacted them again on Facebook page and they explained that my package have broken during shipping, so they made a refund. Also, they gave me a code so that I can buy parfume again on the same price that was on BF when I ordered it. So, if you have problems, contact them on their Facebook page.

Very rude behavior of security personnel in So ouest branch in Levallois, France. He accused me of filming while I was talking to my mom on the phone.
I hate this store and will never go back. They should teach their employee basic behavior. Very disappointing!!!

Not great wouldn't recommand buying on their store. Had a few bad experiences

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Très insatisfaite de la gestion des colis perdus et remboursement chez SEPHORA ! Perte d'un colis de 250$ et ils ne veulent pas me rembourser en ouvrant simplement un billet de service chez Poste Canada. C'est beaucoup d'argent que personne n'a à jeter par les fenêtres. Très déçu. J'étais une bonne cliente mais c'est FINI.

Very unsatisfied with my lost package from Sephora Canada. Canada Post lost yet again my parcel. Sephora won't refund me nor send me another parcel. They only have to do a service bill to get their money back and refund me but no. So I am here without my skincare/makeup with a 250$ bill 💸. Canada Post won't refund me because I am not the one who sent the parcel (obviously). I lost my day on the phone trying to save the situation but no Sephora doesn't care. You have lost a good costumer.

Upon ordering I realized that the marked delivery date would be cutting it short for my trip, so I called client service to verify if I could get the order on time. In reply, a very uninterested girl told me that there is no way of knowing when the order will come. Of course, the order came a week later than expected and now I learn that the 6min call to customer service cost me 10EUR?!
Will never shop at Sephora again.

Horrible experience! Order three times and three times I got the order cancelled! Such a waste of time when I could’ve order directly somewhere else..
Don’t buy from them at least if you’re outside France !

to be completely honest, i was a little afraid i wouldn’t receive my package based on all the bad reviews sephora fr was getting, but my experience was really good! i received everything i ordered and it only took a week! i will definitely be ordering again! thank you sephora france!