Literally the worst experience I have ever had with Sephora.ordered on the 30 December and was supposed to be delivered 2nd January so I was home all day.no parcel and time had passed then I get an email saying it's been delivered and signed for! Checked the tracking and it was the front door so went outside to see if it was there as I didn't hear a knock or any more left.nothing at all,asked neighbour's and nothing there.says it's signed for them at bottom of page it stated not accepting signatures cos of covid etc.they don't even have a phone line can't talk to any normal person and messages are like from a robot.messaged them on Facebook and instagram and emailed them.also emailed the courier company evri and Clearpay as I payed with them as it was a large order.get message back they are looking into it and after few days back and forth they email saying gps states it was at right address so they are satisfied it's been delivered.what! Where though I said tell me cos I can't see it.I've got no note or anything.then evri email saying they are very sorry and parcel was at right place but left on doorstep arghhh.they apologised and said I need to forward this email to merchant for a refund replacement.nope Sephora not budging a robot like message stated they are satisfied it's been delivered.how can you say that.oh and they lost another one of our parcels week before as evri seem to chuck them in the bin when it's raining and I have no idea it's been delivered cos they run back to car so no note.but many times it's been left at side of house near bin or inside.they need to change couriers but they refuse to acknowledge any fault even when the couriers have said it's their fault.Sephora then say to do chargeback program with bank for a refund so messaged and rang them for few days non stop.just so happens they can't refund me cos I paid by Clearpay so that's a third party and they don't refund if paid by them.so went to Clearpay back and forth begging them to help and they took me back to merchant saying it's their problem.no parcel no money and no apology from Sephora.the worst company ever.not even a phone line to ring them.I'm stuck now done everything I can!
Order number FN*******
They put the blame on customers when the delivery company hold their hands up and admit fault.parcel worth hundreds of pounds gone and no refund or anything

I shopped from Sephora before, but irl. This time I decided to order some products online. I wish I didn't. Not only they've chosen one of the worst courier companies in Italy, GLS, they were also ineffective in solving my problem. The courier has arrived at 9 am and used my doorbell once. I live in a tall building on the top floor, so it took me some time to open the front door. When I did the courier was already gone. He then messaged me that he left the parcel at some random "electricity store" nearby with some random woman. I don't have any electricity stores nearby. I asked him how the store was called and he replied just "electricity store". When I told him I paid for home delivery not to go and look for some random store nearby and I would be contacting Sephora, he said he "did me a favor" (yep, by leaving my 90 euros order at some random store with some rando). He then took the parcel back to the GLS warehouse. I contacted Sephora the same day this happened, and they asked me to confirm my address for redelivery. I did and I informed them if the parcel looks like it was opened before I would refuse to accept it and would demand a refund. They are silent for the next 3 days, and today they informed me that while they were 'arranging redelivery' they found out the parcel was sent back to them. Wonderful. The level of incompetence and logistics within this company is astounding. So they decided to just issue me a refund without even asking me what I would prefer, even though I wanted the receive products I ordered.
*********************/10, if I could give a negative rating I would.

Sephora refused to accept and ship an order made by a customer because that customer uses her boyfriends credit card and ships to another name. When the boyfriend tried to call to confirm the order, instead of helping, Sephora refuses to speak (invoking privacy, when the only discussion is about validating payment) and accuses the customer of having a shared account or being a reseller. None of these are true or motivated. They imposed that the customer calls herself, despite being abroad and not speaking English well.

When that is so, they claim that the only way to resolve that, because the account would be "shared" is that she order with a credit card under her name (which she does not have) and shipped to her address (which she can't do as currently stuck abroad due to COVID-19). Sephora stated that her boyfriend can't make an account himself as they would deny it also, despite this person being in good standing with valid credit cards and fraudulent history with Sephora (no business relationship with them) or anybody.

Sephora has lost any common sense of customer service as well as no desire to help its customer who just wanted to order for herself. In this time of crisis, you would expect that Sephora would rather go out of its way to help and accommodate. But no, they decided that they will not help instead "reviewing account", refusing customers and refusing service that had noting fraudulent, illegal or even abnormal! How can this be.

In addition, doing so, Sephora.com violated several rule for online business:

When taking and accepting an online order, the business must notify if it delays or cancel the order. In this case, Sephora.com had confirmed the order, provided a delivery date (May 26,2020). It is only when checking on status on May 15,2020, that teh customer noticed that the order had been cancelled (Authorization failed). Meanwhile, the credit card bank confirmed that no attempt to run the card (and no denial) had taken place. By not having immediately notified the customer, Sephora.com broke the rule: https://www.ftc.gov/tips-advice/business-center/guidance/business-guide-ftcs-mail-internet-or-telephone-order. When pointed it to them, they couldn't care less. It is breaking the law...
When Sephora supervisors claimed that the customer was breaking it policy, they were unable to point to the policy in question or the appropriate clause. In fact they only manage to post rules for international shipment, which did not apply as shipping was within the US. It is also a FTC rule that an e-commerce company must display its policies and must provide them when request. Sephora refused to do so and by this again broke the law.
By refusing to accommodate request to assist Sephora also discriminated against their customer based on her origin as well as her disabilities (i. E. ADA).
By stating that her boyfriend would not be able to open an account, Sephora further showed today disrespect of customer service and denies service without cause.

So far, the customer has asked Sephora.com

To explain and show their policy (per FTC rules). It has not happened.
How they can resolve this and have the order shipped (or reprocessed) as requested. Sephora refused offering only that customer must call herself and must order with her own credit card to her own shipping address. None of these are spelled out in any terms visible online (and as per the previous bullet Sephora has not provided the policy... it is not AFAIK in their policy). They even refused to let her boyfriend create an account to order

Sephora has lost a repeat customer More importantly it has shown willingness to discriminate and not provide any service to a paying customer. With such an attitude, there are no good reason to actually shop at Sephora.

Unfortunately, bullies like Sephora always win because, although they broke the law it is not worth suing them! So if you are a lawyer, journalist or consumer organization who wants to investigate and help, feel free to comment we will put you in contact with the customer. It is only if the public react negatively that they will pay attention.

If you agree and do not want to support an non caring abusing and discriminating business, boycott Sephora and Sephora.com.

Sephora did something very unethical yesterday to its long time VIB Rouge member. I purchased an item on Nov 2,2019, and the return was received on Feb 20,2019. Instead of a refund, I received an email stating that I will not be given a refund for my returned items. The product was never unboxed nor was the seal broken. I had bought the same product before and discovered it wasn't working for me so I decided to keep the one I opened but return the rest. I called their customer line and I was told because of their new return policy and because it was returned after 60 days I won't be issued a refund. I asked them for store credit and they refused. They told me that I could not even get back the products I purchased with them. So, I looked upon their website for the returns/refunds page that they attached to my email and I found that the policy said

"If you are not completely satisfied with a Sephora purchase or gift for any reason, please review our return, refund, and exchange policies below for Sephora.com purchases and in-store purchases. Products must be returned in new or gently used condition. Sephora monitors return activity for abuse and reserves the right to limit returns or exchanges at Sephora and Sephora inside JCPenney in all instances. Beauty Insider points and spend associated with all refunds will be removed when the transaction is processed. All returns are subject to validation and approval at Sephora's discretion. THIS POLICY IS EFFECTIVE FOR ALL PURCHASES MADE ON AND AFTER DECEMBER 14,2019."

I made them aware that I wasn't aware of the new policy because I shop only online, I never received an email about this new policy change, and also reminded them that it was their system that allowed me to print a return label passed 60days. I also commented that there is no one who would return a product knowing they won't get refunded and the products they purchased confiscated. I questioned since the policy is effective as of Dec 14,2019, and since I purchased my product on Nov 2,2019, would this policy then not even apply? If this is not robbery and Sephora abusing their authority unethically I don't know what is.

Very nice! Just continue being a nice app guys. For you to accomplish more projects go and push hard. Thankyouforyourbusinessand good liluck!

Zerooooooooooooooooooooooooooooooooooo I wish I could give them NO stars... zero zero zero zero. They're losing customers

So I ordered my regular Sephora Powder 62 toffee spice- caramel matte perfection powder and I also ordered my Fenty liquid foundation, as the color that I wanted was very elusive as Rhiana's products rocks. Needless to say, the Fenty color was great, but it was a little too dark for my skintone, so I have to order a much lighter color. Anyway, I had not received my box from Sephora, which was strange, as I had expected to receive my order in a couple of days, and I love Sephora, I like their products, and I have not had any issues with them in the past.

I called their Customer Service number and they told me that the box was shipped on a particular date, and they checked and told me that the deliverer had just left it at the door. I told them that I did not see a package at my door at all, and they said that they had used a third party deliver. The representative was helpful and she told me that she would be reshipping my package, I was disappointed, but they later shipped me out my order, to be delivered by UPS. During the conversation, I had spoken to the representative about a promo code that i had used to get a free bag with some cool items in it like mascara etc, not sure exactly, as I had just choosen from 4 bags with different products. I also had used 100 points for a free Fenty lipstick. The representative promised to include this bag, however, I only received, the Fenty liquid foundation and powder with 2 free samples not three. I did not receive the bag with the items nor the 100 points lipstick. Please be mindful that 100 points had also been deducted from my points.

I have since called three times, the last time being today regarding my promo code bag with the goodies that I did not receive. I also realized that Sephora took back the points based on my purchase about 54, which should have been added and they had deducted the 100 points for the Fenty lipstick not received. I spoke to a lovely representative about a week and a half ago and he was kind enough to add my points back for me, and he gave me an additional 100, so cudos to him. He also told me that I would be receiving my promo bag to be shipped soon.

I called Sephora today, and the representative told me that she had submitted a form to be approved for them to ship my promo bag with the goodies within a couple of day. So the overall turnaround time is so far about a month to get my promo bag.
Now I love Sephora, and I am willing to work with them as I have been to get my bag.

I will keep you all posted. One love

Jackie L.

Sephora online is absolutely HORRIBLE. Enter at your own risk and buyer BEWARE. Some of the horrible ways they will do you will be very shocking! And the same goes for walking into their Free Standing Sephora stores. A vast majority of the store staff is SO UNBELIEVABLY RUDE that is just hard to wrap your head around. It's completely shocking how beyond RUDE that they can treat you. I hated it so bad I quit going in their stores and started shopping at Sephora. Online. And OMG heck it's WORSE! A VAST MAJORITY f the phone reps are so ASSSSSSININE that it's unreal as well as the Supervisors too. It's an epidemic of unbelievable rudeness. But the worst is they loose your orders, and they even worse they will cancel an existing order for the most insane reasons. Like if you purchase three of one thing they reserve the right to cancel your order. And when I called and got a supervisor she told me that my order was cancelled due to a "suspicious" amount being purchased. And that they believed I purchasing the items to resell them. So, because I bought 3, some wack job in a swivel chair in a Sephora office cubicle decided to get a CRAZZZZZY assumptive idea that I bought three so I could sell them. Like WHAT? Heck, how in the heck could I make money selling at an already high RETAIL price. Who's going to buy it from me for a higher price than a retail store when retail is already high enough as it is? They allow you to purchase the quanity of 3 and check out and then cancel your order and guess what! When they cancel the order they don't do a refund. How nice of then huh! You have to fight for the refund. I have so many stories I could tell you but you can get a clear picture from what I've said so far.

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