SephoraReviews of sephora.com

My parcel is either lost or stolen by the courier for over two weeks already, I tried contact Sephora twice on emails and naturally it's all been ignored and there's no other way I could get any help from them at all. They also have diligently turned off their online chat service too. It is my first time using this website and I should have known better to avoid them at all costs, given the reviews here it seems like my experience with them is the norm of their behaviour - they took their money and whether you are happy or having problems is none of their concerns. Please do not buy from them.

Customer Service is Awful! Will never come back to Sephora UK again!

I bought a Paco Rabanne perfume from Sephora in Vancouver a few months ago and it had worked perfectly fine, until I went to use 1 month ago (without being dropped or hit or impacted in any way). The mechanics of the button to spray the perfume had become dislodged, meaning none of the perfume could be distributed. Currently being in Toronto I decided to go to a Sephora store for assistance. They told me that because it had passed 60 days of purchasing the product they couldn't do anything. Disappointed, I had spent a large sum of money on a product with a fault. I went to Nordstrom's Paco Rabanne section to see if they could help me. After having a look at it, they said it was 100% a faulty bottle and that it needed to be replaced. However, since it was not directly purchased from them they could not fix it. Another company had done more to sort my problem than Sephora. I decided to reach out to Sephora’s Customer Service through chat. As the perfume was expensive, I cannot afford to purchase another bottle. I was on the chat with a manager and she was persistent in saying, she ‘couldn't assist because it was over 60 days and an in-store purchase meant she couldn't issue a refund or give a new item’. I told her more than once I was not wanting a refund or a new item and I just want the bottle fixed/replaced. I proceeded to ask to speak to her manager, as I did not feel like my problem was being understood, and she cut off the chat completely. If I was trying to return a product because I did not like it after using it, I would understand. If I was trying to exchange it for another product after using it, I would understand. However, I spent a lot of money on this bottle of perfume and as there was a mechanical fault I expected there should be something that could be done. I was still in the same situation with a bottle of perfume that I could not use. Being told by 3 different members of Sephora staff that they aren't willing to help or show an ounce of understanding. I contacted Paco Rabanne directly and they were more than willing to help me as long as I could provide them with a receipt which I no longer had. So, I braved the online chat, again. I spoke to someone and they reassured me that if I went into one of their branches they’d be able to reprint the receipt for me. After spending money on travelling to my nearest Sephora branch, much to my surprise (not) as I waited in the queue I got told that they wouldn’t be able to print me a receipt. Even though they had my order history on the screen in front of them and could see I had indeed purchased the perfume from themselves. I was at breaking point. I went on the online chat AGAIN and spoke to someone else who said the colleague in store was correct even though I had been told the complete opposite from a different colleague. I then asked her for a complaints email which she said the company doesn’t have and then after 5 minutes, magically proceeded to provide it? Shocking customer service, shocking empathy and zero desire to go above and beyond. I will never buy anything from Sephora again and I will deter everyone I know from also doing so.

I recently purchased a product from Sephora and was extremely disappointed with the customer service that I received. After I received my items, I realized that there was a problem with my order and decided to return it. I followed the return instructions and used the prepaid label they provided. After a few weeks, I still hadn’t received a refund, so I contacted customer service. I was met with terrible customer service and was told that I would not be receiving a refund as they had not received the package I had sent. I explained that I had used their prepaid label, and they still denied my refund. I asked to speak to a supervisor, and they told me that none were available. I was extremely disappointed with the customer service I received from Sephora. I would highly recommend avoiding their services in the future as their customer service is terrible and they do not honor their return policies. Never ordering from here again! Avoid!

I dont like writing bad reviews but unfortunately this is worst experience ever. Its been over 2 weeks since I ordered my parcel is lost in post & there is no help or update on my order yet. I bought this as a gift & I am still stuck with what to do as I have already spent too much money on this order.

Ordered a pricey birthday gift (Dyson Airwrap) for same-day delivery. Order went thru, got confirmation email, delivery window... no delivery. 6 hours later, at 1 in the morning, I see the order was canceled. Birthday is tomorrow. If only the technology existed --- some kind of "inventory management software" - so that an online store could know if an item is in stock, but sadly no such magical software exists and computers aren't very good at managing data so... I gotta scramble for a last-minute gift locally and no one could have prevented it... is what I would say if this vapid husk of a company was run with even a modicum of soul.

I received a "new" mascara that is drier than those I toss away after months of use. No order confirmation has been sent to my email address and the order itself disappeared from my history although the 2 products that were moved from y basket to my Wishlist due to unavailability for home delivery are still in the list. So I have an unserviceable product and support telling me they cant help without an order number which they have hidden from me. Odd to say the leat

Parcel was delivered to me with nothing inside the box, on the 23rd of December I lodged in their system that the item was missing and since then I have received the same email 7 times that doesn’t help or provide any assistance. Not impressed, aware things can go missing with a 3rd party courier but to not respond is unacceptable.