Sephora

An absolutely horrible company with poor business ethics. Sent the wrong item to me ( its value is only half of the price I paid for). Kept delaying the pickup of the item and sending different agents to deal with the case (Adrian, Jannela, Kristine and Thyela). The agents would try to deliver 'empty promises' such as 'we are going to consult the internal team'. Don't be fooled because it is only a strategy to appease the customer and nothing will be done. So, every conversation with their customer service team is just a waste of time, with no practical solution to the problem. They would also promise a reply within 24-48 hours. They did reply but again, there would be no solution and they would ask for another 24-48 hours again. Till now, the matter has not been resolved. The wrong item is still with me and Sephora still owes me money.
A fun fact - One of the agents could not even get my email right. That is the worst joke of the day.

In the first email dated 5 February, Sephora promised that the collection will occur within 3 - 5 business days.

Today is the 16th of February, there hasn't been any update on the date and time of the pickup. The customer service team also has a tendency to keep asking for 24-48 hours for them to deliver the promise. It's only a strategy to keep delaying.

Sephora discriminates against people with conservative beliefs. They pretend to be inclusive and diverse, but only if you share the same political views.

I've been a Sephora VIB or Rouge member for many years, and the rewards program is just ok. Ulta definitely has a better program (2000 points for $125 off anytime you want!). I've slowly switched to shopping at Ulta more unless they don't sell specific brands I need.

Sephora Rouge have to wait for Rouge Rewards (2500 points for $100 off), which only pop up at 9 AM PST Tues and Thurs. They only have a limited quantity too. Kind of frustrating that Rouge cannot easily redeem rewards like you can at Ulta. Plus it is way harder to build points at Sephora (Ulta has one 10x points day each year and wayyy more free gifts with purchase too!)

Sephora, please improve your rewards program! Anyone who spends so much at your store should be able to redeem their hard-earned points without so much hassle.

For other aspects, I like paying $15 each year (but used to be $10!) for flash 2 day shipping and receiving online orders fast.

And I've never had problems returning items that don't work out, even if it's for store credit. So I appreciate the great return policy!

Sephora has the common and well-known practice of banning their high value customers, aka VIB Rouge, from shopping on their website. Google VIB Rouge banned, and you'll see all the horror stories. They openly advertise the benefit of free shipping on orders regardless of how much the order is or how frequently you feel like indulging yourself on Sephora's website, but in reality, they will flag your account, cancel all your orders, and ban you from shopping on their website. In short, they will treat you like a criminal when you are just someone who can't help buying stuff non-stop online. Their Customer Service are ghetto and the scum of Customer Service, including people who answer the special Rouge Line. They are rude and completely unhelpful. If you place an order from Sephora, keep your fingers crossed that everything arrives on time and they actually filled the order correctly, that the free deluxe sample didn't arrive all spilled. If you want to be treated like a valued customer who enjoys opening up your wallet, spend your money else where. Why bother wasting your time and getting your credit line all tied up because Sephora likes to cancel customers' orders... ESPECIALLY during the holidays, when you NEED to buy stuff!

Placed an order only to realize the item wasn't the full kit for the curling iron but rather the wand to attach. It wasn't clear in the description for the item that I read and re-read. Called customer service to cancel that one item from the order within a couple minutes of placing the order, only to be placed on hold for 15 minutes to be connected to someone in India who couldn't speak English clearly. Then I was told the item can't be removed from the order because it already went to the warehouse and if I called sooner, they could have removed it. So, I explained I did call sooner and was on hold for 15 minutes... She said sorry about that graciously but still couldn't do anything, which is understandable since she's merely following protocol. Of every online retailer I've ever shopped at, I've had the time to make adjustments to the order prior to shipping. This policy is ridiculous. Now I have to wait until the item arrives, then return it using the return shipping label, and wait 30 days for a refund. Slackness! I will never shop online or at Sephora again. The salespeople in the stores have no customer service manners and are typically rude, so given the in store experience sucks and the online experience sucks... Ulta here I come!

I BOUGHT SOME HAIR PRODUCTS ON NOVEMBER 23 AND SUPPOSED TO RECIVE THAT ON NOVEMBER 35 AND NOT ONLY I DID NOT RECEIVED IT I GOT THE EMAIL FROM SEPHORA CUSTOMER SERVICE YOU SHIPMENT GOT LOST (THEIR PROBLEM NOT MINE) AND THEY SENT AN EMAIL THEY WILL WAIVE THE SHIPMENT CHARGES FOR SECOND TIME THEY WILL SEND THEM TO ME BY NOVEMBER 29?FIRST OF ALL I DID NOT DO ANY WRONG DOING TO GET CHARGE TWICE FOR THE SAME SHIPMENT SO THAT IS NOT FAVOUR TO ME MOREOVER I WANT TO CANCEL MY ORDER AS IT DID NOT DELIVER ON TIME AND RETURN MY MONEY BUT THEY REFUSED TO ANDWER AND KEEP SENDING STUPID EMAILS SEPHORA NOT INTERESTED TO SHOP FROM MESSY COMPANY LIKE YOU NO LONGER

My concern was that i had tried to place an order online, it couldnt process my information correctly, so after a few times of retyping it in i gave up and looked in my bank to see if there was an issue. Lo and behold the money for the order had disappeared as if the transaction did go through! Didnt show me that at all whatsoever on the sephora website, no 'online order history' at all, but it showed i gained 68 beauty insider points? I was beyond confused and afraid i was duped out of my order and my money! But with hopes still high, as ordering straight from the retailer would be the better option than ebay, i called the next day during the hours, and the woman who assisted me settled my fright, as the site did accept shipment, but my bank had actually cancelled and is witholding the money for the time being because i had tried placing the order too many times to no avail (or so i thought). I will be receiving my money back in 3-7 business days! I am still a little worried as i have heard and read terrible reviews of ordering from them online..

Same problem as others have listed with online ordering. There was an error message with address associated with my card. I did the transaction twice thinking it was some sort of glitch. I just did an online order with that card and had no issues. Then I checked my account and indeed there was 2 holds pending on my account. I called Sephora up and the woman said she would fix it and authorize a release. I waited and checked my account 2 days later. One transaction was taken off but the 2nd one was still there. I called back and was told it was just going to fall off by itself. One week later it is still there. Now I am pissed and call a third time. This time they have me do a three way call with my bank and 30 minutes later things are resolved. What a pain in the neck. 80 percent of my shopping is done online. I will never ever ever use Sephora.com again. I am a VIB too, I spend quite a bit of money there but now I am most likely going to shop at Ulta or just go directly to the vendors site.

THE CUSTOMER SERVICE FOR SEPHORA.COM DOESN'T GET ANY WORSE THAN THIS! ON THE WEBSITE, IT STATES THAT WHEN YOU SPEND $350.00 IN A CALENDAR YEAR AT SEPHORA.COM OR IN STORE, YOU WILL RECIEVE A "VIB STATUS" WHICH ENTITLES YOU TO FREE PERKS AND EXTRA SAMPLES AND SO ON AND SO FORTH... I SPENT THIS MONEY AS OF 2 AND 1/2 MONTHS AGO AND AFTER AT LEAST 6 PHONE CALLS AND TWO EMAILS TO THE COMPANY, I HAVE YET TO SEE AN Y TYPE OF RESOLUTION OR COMPENSATION! I WAS TOLD SO MANY EXCUSES AND GIVEN THE BRUSH OFF SO AMNY TIMES WITH REGARDS TO MY "VIB STATUS"... WHAT IS THE POINT OF SHOPPING AT SEPHORA? TO BE ABLE TO SEE ALL THE BRANDS YOU LIKE AT ONCE, AND TO RECEIVE THE MANY "PERKS" THAT THEY PROMISE TO THEIR CUSTOMERS, RIGHT? OTHERWISE WE COULD ALL JUST BUY DIRECTLY FROM THE COMPANIES THAT MANUFACTURE THE COSMETICS THAT WE LOVE! THE LACK OF FOLLOW UP AND THE CONSTANT EXCUSES FOR BAD CUSTOMER SERVICE HAVE LED ME TO TAKE MY BUSINESS ELSEWHERE!

I purchase on-line a lot - I'm a VIB Rouge so I get free shipping.
I had made an order three weeks ago and still haven't received it, so I contacted customer service. The agent advised that I go to my postal outlet to see if my order had been received even though I had not been notified. I went today - my shipment hasn't been received.

So I called Sephora back. The customer service agent asked for the order number, then put me on hold for 10 minutes. She did not ask me what my concern was, what happened, what the problem was. She simply put me on hold for 10 minutes than came back and advised me that a security report had been filed and I would have to wait 14 days before anything could be done. I asked if I could get a refund. I was told I would have to wait until the security incident was closed. I asked to speak to a manager, and of course, after being placed on hold for another 10 minutes, no manager was available.

I was made to feel like a criminal! There was no explanation as to what the security report meant, what it entailed, and what the process was about. And I was told I was not allowed a refund until it "cleared". I spend a lot of money at Sephora. And even if I did not, a customer should not be treated in such an ill manner! I would give zero stars if possible.

Sephora.com has the WORSE GHETTO customer service in the nation! For an upscale store that sells high end products you would think they would have a decent approach when it comes to their customers. I called to cancel my order and the Rep I spoke with told me my order would be cancel without 24 hours. 3 days later I had not receive a confirmation that my order was cancel so I called back and was told that the Rep. I spoke with did not cancel the order and it was still being process in the ware house I asked to speak with a supervisor and I was on hold for 25 minutes and she kept telling me the supervisor was talking to other clients but it all sounded like a bunch lies! Finally, the supervisor came on the line with no knowledge of what happened so I had to explain all over and he couldn't tell me anything decent except that he was going to call their distribution center and see if he could cancel the order or I will have to wait for the order to arrive then go to a store and return …. What modern day, billion dollar industry, with an online store can't cancel a simple order with phone call? Either that or they just DON'T want to cancel your order period! Wrong place to try and get your money back from, poor GHETTO customer service and bunch of liars!

This store has the best products, fast shipping and free shipping over 35! They have great return system too. And they have Klarna/zip ect so you can split the payments.