SEPHORA Reviews 63

I received my online order from Sephora’s recent sale, but the promised limited-edition bag charm was not included despite my spend exceeding AUD 150. At the time of purchase, there was no indication that the item was unavailable; had I known, it would have changed my perspective on the order. This feels like a misleading practice, and I would like an explanation as to why this wasn't flagged at checkout. Since this was a key part of the sale promotion, I would like to know why it was omitted. This is 2nd time in a year Sephora.

Ordered perfume for the wife which she didn't like so I had to return the item. Was accused of opening the gift pack and refused to provide a refund. I advised them to check their stock to see that the gift pack was never sealed and that’s how they have it on their shelves. Had to report them to Fair Trading and eventually got my refund.

I would go with Temu over Sephora. No response from customer service for my lost parcel. Apparently it's my job for contacting all their service provider to find my lost parcel even though I have paid for the delivery service. Well I believe a notice of service provided must be on its way to this company.

I accidentally purchased the wrong shade of foundation and missed the 30-day return window because I was on vacation. The customer service team was incredibly understanding and honoured the return anyway, even a few days past the deadline.

This company is really bad. We did an order online and part of the order was missing. Been trying to contact customer service since last week, yet no response. We still haven't received a refund or the missing products. Will never use them again. There service is a joke, and it's so different to contact them. Beware of the after care

Worst Customer Service and Ethics ever! Zero stars if I could! No one to speak to settle things. I forgot to add a promo code and they said the order is being processed and there is no way to update it. So I have lost out on a free gift. Every other online company has a procedure for these types of errors.
On another occasion the makeup palette I purchased irritated my eyes which would itch and water. The request to provide evidence involved me having to send in photos of my eyes amongst other requests. This is a deliberate way for them not to refund purchases. They don’t take calls. There is zero care factor for the customer. I lodged a formal complaint and to date have not been contacted, not even an acknowledgment that my complaint had been received.
I am a gold member and have spent so much money supporting this company. For them to cheat me out of a gift is unconscionable. From now on I’ll be ordering directly from the brand websites. Adore Beauty, Mecca and Cult Beauty have excellent customer service.

How convenient not to be able to speak to anybody at all.. Customer Service.

Even the phone number won’t take messages.

Spent 30 minutes on chat.
Got nowhere.

Zero stars.

Afterpay Sale Glitch - I tired ordering 8 times, but there was a payment glitch with Afterpay and creating an account with Sephora.

I reached out to the team at the time - outside of business hours.

Reached out to the team again the following day, they asked for screenshots.. abit hard when its a day late.

They could see I wasnt able to order and receive the discount & wouldnt honor it until i received the order and returned it.

Customer service is a joke.

I wont be shopping online with Sephora again.

Sales assistant putting my purchase through was side chatting to her coworker rather than focussing on me the customer. Unprofessional.

Wish I had read the reviews ! Arrived 2 months after buying what can only be described as the nastiest, plastic shoes I’ve ever seen. DO NOT BUY ! Scam

They basicly ignored my complaint and my emails, they have no over the phone service so how the hell am I supposed to tell anyone that their product is botched.

I wish I had read these reviews before buying. My shoes came apart after 3 weeks of light use. They initially did not respond to email, then said ‘we will get back to you in 24 hours’, then there is no follow up. (The tactic clearly is to wait until customers just give up). Even their marketing about needing to ‘close down’ and have a last sale is BS. My money is gone.

They used to be fairly decent - however they now appear to refuse to actually fulfil orders.

They sent me the "free gift" part of my order but did not send the actual products that I had paid for.

Was having to chase customer service down for over a month to no avail. They would not help, kept being stonewalled and told "we'll get back to you in 24 to 48 hours via email" they didn't or "we're waiting on an update from the warehouse" apparently it takes over a month to get an update as there is still at the time of writing this no update.

At this point the whole thing is essentially a scam. They refuse to provide the items that I have paid for and refuse to refund.

This order was supposed to be a Christmas present (they lied about when it would arrive by to as its well past Christmas and I still have no order). I have had to spend even more money to replace it given the fact they never bothered to actually provide it. I am now out extra money as a result because they are holding the money I paid to ransom and refusing to provide a refund even though they also won't provide what I paid for.

Save your money don't spend here and get scammed by thieves.

Incredibly poor customer service. Products regularly listed as available for purchase are "out of stock" and they take days to response and weeks to refund money. Booking beauty services is also a nightmare. Their booking system is flawed and does not show calendars for NSW metro sites since "upgrade" yet instore rosters show availability. They are slow to respond, offer zero solutions or options.

WORST CUSTOMER SERVICE ever! I recently purchased the Vegamour GRO shampoo and conditioner and it totally stripped my hair from a beautiful frosted chocolate brown to a patchy, mottled disgusting thing. I used it 4 days after getting my hair done as I’ve been fighting to grow my hair and on the website it says it’s COLOUR SAFE it very obviously isn’t!
I emailed Sephora to tell them about it only expecting a gift card from the store as MECCA does when something goes wrong or it’s a bad colour match or anything but no! Sephora customer service wants photos of “the affected site” even after explaining that it was my hair that was stripped (like anyone would walk around with a disgusting “colour” on their head) I paid $170 for that and I was so so upset because I paid and saved a lot to get my hair done I’m a single parent I have to save for anything nice for myself.
Sephora is the worst company ever not just with customer service/support the store themselves are gross and rarely stocked well.

I would give 0 stars if I could. This was the worst online shopping experience. I ordered three items through the app, but only received two. The third item was canceled because it was out of stock—yet it was still listed for purchase. Why allow customers to buy something that isn’t available?

I wanted to buy gifts for my family and used two different payment methods: a gift card and PayPal. Instead of refunding me through PayPal, they insisted on refunding the out-of-stock item to the gift card and demanded a 19-digit card number. I didn’t want to shop with them again, especially since I had already bought a replacement item elsewhere.

Even worse, when they processed the refund, they deducted $17 from the original $87 amount with no explanation. I’m extremely disappointed with their customer service and handling of this situation.

Waiting 12 days for a delivery and the order hasn’t even shipped yet and I’ve had no contact as to any delays. On their website it says 6-13 business days for your order to arrive (which I already think is ridiculous) but it’s day 12 and it literally hasn’t shipped! I am so angry!

The most horrible shopping experience I have EVER had, they took 3 weeks to send an order that was supposed to take 4 days - after trying to have someone let me know what was going on with my order I gave up and disputed it with my bank after Sephora refused a refund, I ended up receiving the parcel with stuff missing and no express postage that I paid for, Sephora now has tried to fight the dispute with the bank stating they sent me the whole order when they didn’t send me everything I paid for!!!! DO NOT SHOP WITH THIS COMPANY!!

I made a $340 purchase for a hair straightener. I was sent an empty box without the straightener. I have had 12 "conversations" with different "people" over several weeks and I still haven't received my purchase. This is the worst experience that I have ever had online and I buy everything online and have done for 12 years. This business need to fulfil their customers orders and perhaps have some authentic people and responses in answering their problems. I have been ripped off $340 by a so called upmarket cosmetic shop. I DO NOT recommend anyone buying anything online from this shop.

I attempted to place one order only, but it somehow appeared as two orders - $324 instead of $162. Notified Sephora without delay and after several emails I was belatedly informed that Sephora was not prepared to refund the duplicate order even if sent back to them in the unopened box. I will never, ever order anything from these people again. Buyers beware!