Sephora

Absolutely ridiculous! Horrible customer service and online ordering. I've orderd for years and never had this happen or any issues. They charged my card the total amount of my order and then almost a day later charged my account another charge! I called customer service the first lady said her computer was all wonky and not working and then I asked for her manager and he told me it's the banking system they do a pending charge and then give the money back. First of all it does not state anywhere and the manager even admitted they did not inform what so ever that they would be taking way more money out of my account then they said in the emails. He was rude he kept repeating himself and talking over me. He offered me a 10$ dollar credit which was not near what they took from me. I'm late on my rent now cause I didnt expect them to take the last of my money. Cause they already took what was owed. I'm furious with this situation. My bank specified that the orginal charge is not pending and that it fully went through! So theres no reason at all to take more money! They basically robbed me for the last of my money. And told me for half hour they couldn't help me. What a joke! Absolutely horrible customer service I will be switching where I purchase my makeup. HORRIBLE

I like very sweet scents and here is the variety of them. I like this site not only because of a huge choice of perfums but also because the prices are good.

I SPECIFICALLY ordered online to get the 5 free samples that I trully wanted to give a try so badly and even purchase afterwards. I literally got not ONE! No where did I see before I ordered that the samples would be swapped out if they were sold out of them, the worst part is you're not sold out because they are still available in the sephora app to choose for a sample! So why did I get zero items that I wanted! I'm 25 yrs old and got things like age defying night cream or shampoos that I can't use because if my sensitive scalp and other odd things I don't even know what do to with. Then I waited 30 minutes on the phone to talk to someone and they told me nothing could be done but give me a few points, what am I going to do with points? I'm honestly getting fed up with sephora and its "rewards" or "points" or "mobile offers" it really does nothing spectacular and I've spent a ton of money here for who knows what reason.
Like I said I literally ordered here again for the 5 very specific items I seriously wanted to try so I hurried and ordered, if that can't be followed threw not even for ONE single item then why bother & why have the options up?! I'm very close to just skipping the sephora all together and switching to ulta because that's ridiculous, their point system seems better anyways.

Don't trust to order products trough sephora website, I ordered and they never sent my order, they didn't refund my money, they left me waiting forever and never told me they wouldn't sending my product plus I their costumer service was awful saying they don't have to notify you that they cancel your order because they don't have the product, plus never gave me my money back, DO NOT BUY FROM SEPHORA WEBSITE, THEY WILL NOT SEND YOUR ORDER, THEY WILL, GET YOUR MONEY AND SCREW YOU OVER LIKE THEY DID TO ME. I HATE THIS FREAKING COMPANY SO BAD, FUNNY THEY DON'T HAVE REVIEWS OPTION HERE i'M WONDERING WHY? ITS BECAUSE THEY WOULD GET LOTS OF BAD REVIEWS FOR THEIR AWFUL SERVICE, BE AWARE DON'T BUY FROM THIS FREAKING COMPANY, HATE SEPHORA.

I've been a beauty insider member for over 10 years now. And now I'm holding a rouge status. This is not to say I should be treated differently, I would just like to say I've spent a lot at Sephora.

On February 5th I placed an online order, I received it on the 10th or 11th. The order included items that I wanted to try out. By the time I had decided which items I wanted to keep, the stores were closed and we were in full on panic about the pandemic.
On April 8th I reach out to Sephora customer service to get a return label to return these pieces online since the stores were closed. They said since the order was placed on the 5th, my 60 day return policy is over and I cannot return the items. I've spent a few emails and spoken to managers and that's the answer I've received.
Considering what the world is going through and considering they sell a luxury product, I really believe this is an unacceptable response to a loyal customer of theirs. Even if the 60 day policy was that strict, I obviously did not receive the items until February 10th or 11th and I still had time to return them.

They offered me to add points to my account (obviously in order to use the points, I have to purchase more from them)... nice job Sephora! Way to go on giving back to the community and the industry at this time!

Unacceptable!

Sephora, you just lost a loyal customer of 10+ years! I will never spend a cent there ever again!

Sephora's values around inclusivity are only if you're NOT conservative. Do they even know what "inclusivity" means? NEVER shop there again. Cancel culture goes both ways.

Tried to return exchange items I purchased online since they did not make it on time as a bday gift. I had already bought it again instore.
I call customer service to ask where to return and they informed me to go to the closest Sephora and it was the JCPENNY SEPHORA CYPRESS LOCATION.
I drove there only to find out they will not allow me to return exchange any items from online.
IF YOU ARE GOING TO LIST JCPENNY AS A SEPHORA LOCATION, WHY CANT THEY DO ONLINE RETURN EXCHANGE?
Doesn't make sense. Waste of time and money.

I'm amazed at how many absolutely horrible reviews of Sephora's customer service I've read. But I completely agree with them. I like their products, but I LOATHE going into their stores because the sales girls are almost always super snotty and not helpful unless you look like a 20-something year old girl who is about to waste a crapload of money. So I use their website. I paid the $10 for the year of "free 2-day flash shipping," which pretty much everyone agrees is a joke because you rarely get anything that fast. But $10 for a year of shipping IS a good deal, so I use it ALL THE TIME buying any little thing I see so I get my money's worth. Plus they let you choose 3 samples with every purchase - though you're lucky if you actually get the right samples. They are TERRIBLE when it comes to using promo codes for free gifts. Within a week, they screwed up 3 orders and stiffed me on my promos, so I complained and they had to give me 400 extra bonus points so I could get things to compensate for their mess-ups. (You normally receive 1 point for each dollar spent, so 400 points was worth it.) But I still cringe every time a box comes in wondering what they've messed up this time.
Bottom line - totally worth the $10 for a year of shipping (even if it's not 2 days, it's still pretty fast), but their service SUCKS.

I know a lot of you love them, but that is not me experience with them. I'll just post the email I just sent them. Customer service was very rude to me. Here is my letter to them.
Charged Twice On My Bank Card (Supervisor Please)
Yes, I just wanted to bring it to your attention that you charged me twice on my bank card when there was only one order. Please check your records and correct this problem.
Im still stewing about my shortage on my order before last. Who ever answered my email did not give a flip I was shorted a part of my order. Never even offered me a refund either. I have a good mind to file a complaint with Paypal because I did not get my full order. I have already filed a complaint about the double charge. You need to get your stuff together or you will loose a lot of customers. And like the lady that replied to me about the order I was shorted and did not even offer a resolution to it as to give me a refund is crazy. She should be fired because she dont know how to react to someones complaint. All she said is we are out of the product. I hope you get all your order in your next box. Well I did but paid dearly for it by charging me twice. You have lost a good customer here. I will not be buying nothing else from you. I have never seen the likes of rudeness. And I will be telling others about this too, plus posting this on sitejabber. This is my next thing to do on my list.
Roselyn Howerton

Hi,
I had visited the Sephora in at Metrotown mall BC few days back & the customer service I got there was extremely horrible and disappointing. I had gone there to buy a foundation. I found a sales girl & asked her help she straight away told me that they are busy. She didn't even mention when she ll be free or if i shd come back. I should have just walked out right then but i needed a foundation badly hence I found another sales girl and asked if she can help but she also said that she is busy and it will take atleast 10 mins for her to get back to me. I was looking the sales girls many of them were just standing there without doing any work and even the people who told me they were busy were just roaming arnd & not attending the people. I saw many customers applying things to themselves. I didn't want to do that I needed someones help. I am here to give my money to you but the way I was treated was not acceptable at all.

So next time u go to the shop try to dress up well or else u ll be treated like $#*!

If youre planning to order from Sephora.com, give a second thought! If youve been happy with Sephora, wait until you have a missing package. I was there, trust me. I am a VIB Vogue, who spends quite some money with them each year. My last return (used Sephora generated return label) was missing, which worth almost 300 dollars. After 3 phone calls, one hour for each, I was finally able to spoke with someone who claimed to be the highest level available. They claimed not able to refund me because the warehouse didnt receive my refund items. SO WHO SHOULD PAY for it? I reflected myself and found I had done nothing wrong (from printing the label to ship out), then why should I pay for it? Imagine I go to a carrier to ship a package worth $300, the chance the package is missing is low, but it exists. To protect myself, I would buy insurance. But returning with Sephora shipping label, theres no insurance that I know of, or there is one but they dont want to claim for you. So we, the customers, are the ones penalized by no fault of ourselves. The manager from Sephora customer service claimed theyre doing us favor to make return free, is that really a favor? Business is business. I thought were choosing Sephora for its competitive price (sometimes), cheap (or free) shipping and hassle-free return. But trust me, one missing package worth almost all the money and hassle saved. The manager acknowledged my points and suggestions, but no refund. A company whose revenue is more than $2 billion is not paying for their own mistake, but its customer is.