Sephora Reviews 102

Large range of beauty brands in one place.

I’m not supporting a company like Sephora which is supporter for a products of one clear Terrorism supporter HudaBeauty
As a former client of Sephora I stopped buying from Sephora and I’m demanding thousands of people whom are all know the situation to stop buying from Sephora since it’s a supporter for terrorism regimes by having HudaBeauty products on its line

I will not return to Sephora until it stops selling Huda Beauty. I choose not to support brands whose leadership aligns with or supports violence, terrorism, or human rights abuses.

They advertise an extra discount for all products on sale, with just a few exclusions. However, when you try to buy several products (none of which are listed as excluded), they add the extra discount only for one product. When you try to reach out to customer service, they say that they are all excluded. When you ask why they are not on the list of exclusions, they literally ghost you. Based on customer support behaviour, it looks like it's done on purpose, and they just hope you buy the whole basket without noticing that the extra discount did not work as advertised.

English follows…

Service clients complètement nul. Aucun moyen de discuter, toujours les mêmes réponses toutes faites.
J’ai perdu beaucoup de temps en magasin, en Chat et au téléphone et tout cela, suite à 2 erreurs de leur personnel. Aucune compensation ni aucune solution ne m’a été proposée.
Une compagnie française qui n’offre pas de service clients en français au Québec, c’est tout simplement incompréhensible.
J’ai fermé mon compte, et les femmes de mon entourage aussi.
……….
VERY bad customer service. I lost a lot of time in store, by chat or telephone and all because of 2 mistakes made by their staff. No compensation or any solution proposed to me, only typical excuses that we hear all the time.
On top of this, a French company that does not offer a full service in French in Quebec, this is unacceptable.
No more Sephora for me, I closed my account and the women around me as well.

I had a really disappointing experience with Sephora this Christmas. I had been a customer for years and this year I bought an item for Christmas for my daughter. I used my saved points as a partial payment for the purchase. Shortly after, I realized I got the wrong shade of the lip oil and wanted to exchange but they told me I am losing my point and I had to pay the full price difference. This is very unethical of them. Their products are expensive and when it came to reapplying my points (talking about $10) to the new product I wanted to exchange they told me they can’t do it. So disappointing. The cashier and the store manager had the decency to tell me that next time when I use my points for a purchase I have to be absolutely sure I want to keep the product so my points/ saved money don’t go to waste. It wasn’t about the $10 that I had to pay but just very poor store policy with regards to that. They are so pity and greedy.
Obviously I won’t be their customer anymore and of course a big business like theirs won’t get hurt by one buyer stopping to shop at their stores but I would take my business somewhere else and buy my $100-$150 facial creams I used to buy from them somewhere else.

I have come to trust pilot a few times to make people aware of poor business practices that I come across. I decided that it was only fair that I also do the opposite. I have been a VIB rouge member at Sephora for many years now (spend a lot there). As a “rouge”, I get free shipping, the option of taking $10 off my total with accumulated points, and best of all …regardless of your status, very easy returns! In fact, even if you’ve opened and tried the item, Sephora will give you a total refund. Amazing! This allows me to purchase new products risk-free, and I love the freedom that provides. I really only return about 1/8 of the products I buy - but make up is expensive, the fact that I can get all of my money back is a game changer. I love that Sephora offers this, and I hope they always do.

I am very disappointed with Sephora’s online delivery service.

Despite placing my order well in advance and paying for delivery, my package has still not been delivered after multiple attempts due to serious issues with Sephora’s courier. The driver repeatedly comes to the building and takes the package back instead of leaving it at the door, even though clear delivery instructions were provided multiple times.

What makes this situation worse is that:
• I was never contacted by the courier
• Delivery instructions were ignored
• Sephora customer service assured me the issue was fixed, yet the same problem kept happening
• I wasted days waiting for a package I already paid for

Sephora works with Fleet Optics Inc, a courier that is largely unknown and extremely unreliable. A quick look at online reviews shows a consistent pattern of failed deliveries, missing packages, and unresolved customer complaints. Many customers report serious delivery issues, which clearly reflects in my own experience.

It has now been two weeks that I am waiting for my delivery. Despite multiple contacts, Sephora customer service did absolutely nothing effective to help me receive my order and appeared unable to properly reach or control their own courier.

This experience caused unnecessary stress and frustration and does not reflect the level of service Sephora claims to offer. Customers should not be punished for the failures of third-party couriers.

Sephora seriously needs to reconsider the delivery company they use or implement real accountability and control over deliveries. Until then, Sephora’s online orders cannot be relied upon.

Bad customer service overall. I purchased a product I was unfamiliar with and requested confirmation that it could be returned if I didn't like it. The cashier confirmed that yes indeed I could return the product. Then while completing the transaction she advised me that I could redeem $10 so of course I agreed. Little did I know that when I attempted to return the product I would not be given the points back. Not sure why she would encourage me to redeem my points when I specifically asked if I would be able to return the product. To me this is terrible customer service. I even attempted "chat" with them and was told there is nothing they can do. So beware when buying a product you may wish to return; DO NOT use your points.

I would never buy from them. What can be easier than e gift card ? Seems for Sephora it’s a rocket science. Spending 150 usd and not receiving my card after 12 days and customer service is completely useless - this is disgrace ! If not a person requesting this card as bday gift I would never buy from them

WARNING! DO NOT ORDER FROM THIS COMPANY!
First of all they are twice as expensive as other sites. After my horrible experience with this shady company I ordered the same exact fragrances for LESS THAN HALF of what I paid Sephora to not even receive my order. Their competitor was fast and delivered my order with care. If you order from Sephora IT WILL LIKELY NEVER COME. I live on a busy street a they literally dropped my order on the sidewalk I received my notification. And within 20 minutes it was gone. Even after I left SPECIFIC AND CLEAR Instructions, they just threw it on the street and left and when I called, THEY Completely IGNORED ME. I AM OUT OVER $300. I got the same fragrances BRAND NAME NOT KNOCK OFF from a discount site it was quickly and carefully delivered.for $130!!!! DO NOT EVER ORDER or DO BUSINESS WITH THIS SHADY COMPANY.l! Just search discount fragrance Canada and you will save money and actually get what you paid for.

I recently visited Sephora at Eaton Centre Canada Toronto. I am a usual customer there. My usual foundation shade had been discontinued and it was really hard to find a another similar shade. But Farah and Aneesa beauty consultants went over there limit to truly find a closer shade. They almost had to take more than an hour helping me. They were friendly and so patient. Really thankful to both of them. Keep up your great customers service Farah and Aneesa.

Sephora’s online customer service is nothing short of disgraceful. I placed a legitimate order and received a partially empty package. Instead of resolving the issue, Sephora claimed the order was “successfully delivered to a safe drop-off point.” Let me be clear, a delivery is NOT successful if the customer receives only part of what they paid for. Missing items = failed delivery. It's that simple.

To make matters worse, they accused me of having “multiple issues” and “multiple accounts associated with my address.” Let’s break that down:
* This is only the second issue I’ve ever reported, and both times, it was about missing items, which I have documented.
* I have one account, under my real name, with a clear order history. If Sephora sees more than one, that’s their internal problem, not evidence of fraud. I am asking for a proof, they don't give me one.

Sephora is clearly more interested in protecting their delivery partners and metrics than addressing valid customer complaints. Even when I went out of my way to contact Canada Post (who confirmed only the sender can file a lost item claim), Sephora refused to take responsibility. They expect customers to accept incomplete orders and stay silent.

I’ve had better service from small independent businesses than this billion dollar brand. If you ever have a problem, don’t count on support, you’ll just be stonewalled with accusations and deflection.

I’m currently filing a dispute with my credit card provider and considering legal action. Sephora may think banning unhappy customers will silence complaints, but we have platforms too, and I’ll keep speaking up.

Think twice before placing an order. If anything goes wrong, you’re on your own.

They want honest feedback well here it is.

Service is terrible especially.at Coquitlam Center. The women are catty, unhelpful disrespectful to customers.

Yet they think they're entitled to respect. A bunch of prissy entitled absolutely rude and untrained. Their idea of service is to come up to you ask what you're looking for, and if its not in stock, they just walk off. Sephora must not pay them well because they are most unhelpful and cop a huge attitude.

My friends and I had an awful shopping experience. We are boycotting the store.and the brand forever.

Based on the "Poor" rating on Trustpilot, looks like other customers have also found Sephora and its staff a complete sham.

I hardly order at Sephora online but when I do, it usually is for online exclusives or app releases. I’ve never had an issue with an item not being delivered to me on time or arriving damaged thankfully. In some ways, I prefer to order online because I find the stocks at the store are not always the best. I find especially when a new item comes out, It can be out of stock for weeks!

However, I find the customer service in stores can be a hit or a miss. Sometimes they are great at helping me find the product I’m looking for and sometimes they are just a little dumb about it or pretend to not know what I’m looking for. There have been times where I have ended up finding it myself when they pretended like they didn’t have it.

Overall, Sephora is pretty good! There have been some great releases recently so I’ve been shopping there a lot!

It's good to remember to use this site for good reviews and not just to vent frustrations over the disgusting, scammy companies.

With that, I must give credit where it's due to Sephora. Their customer service is impeccable (as in they sent a replacement package when my order went to my old address, and they replaced a fragrance for me when, due to a design flaw, it toppled over and smashed). They didn't need to do this, as neither of these things were their personal fault whatsoever.
They're not a petty company and have instilled so much trust in their customers. I feel safe shopping here, like they aren't some horrifically greedy company trying to scrape the bottoms of their customers' pockets like lots of other companies these days.
No business is perfect, but I do appreciate the efforts Sephora makes to keep shopping here a fun experience for us, and how fair they are with customer issues. I spend thousands here every year between personal shopping and for gifts, and have never felt slighted or like they're taking advantage.

I hope they never start following the tactics of the growing list of scumbag companies.

Thanks for always being more than fair, Sephora. And thanks for the Bday gifts, too!

In April 2023, I placed an order through Sephora.ca. While the tracking status said “Shipped,” it never progressed past “Awaiting Carrier Pickup.” Over a year later, the package has still not been delivered, and the tracking never updated, indicating it was never actually sent.

I contacted Sephora Customer Service multiple times with detailed explanations and proof. Despite this, I was repeatedly told they could not offer a refund or store credit because their internal policy only allows issues to be reported within 60 days. I was never informed of this policy at the time of purchase, and it does not appear anywhere in the terms I agreed to. This was not a return, it was a case of non-fulfillment.

I even requested escalation to a supervisor, but that was ignored. I continued receiving the same copy-paste responses with no meaningful resolution.

I am now pursuing a complaint through Quebec’s Office de la protection du consommateur. I find it unacceptable that a company of this scale refuses to take responsibility for goods that were clearly never shipped.

I would strongly caution others before ordering from Sephora.ca.

Very disappointed with Sephora’s customer service. I placed an online order on April 14th and returned the product today, only to be told I couldn’t get a refund because I was outside the 30-day return window.

Their own policy states that returns are accepted within 30 days from the date of purchase, but considering this was an online order, I wasn’t even in possession of the product for much of that time. It’s completely unfair not to account for delivery delays when calculating the return period.

This lack of flexibility and poor handling of a simple return has really made me question continuing to shop at Sephora. Very disappointing experience.

I’m really satisfied of what I purchased from Sephora it really much to my skin tone I love it

Today is March 21st 2025. I called in and have never been treated so badly. Not only did she mock me for repeating my question. She treated like I literally was asking for too much. I used my points for a bottle of BIOSSANCE SQUALANE CREAM. I called in earlier and the first girl was rude told no and go call manuufacturer and I did and ttheysaid Sephora needs to look after this. I have the email from Biossance I have never been so insulted when she mocked me. PLEASE CHECK THE VOICE RECORDING I thought this can't be true.I spend so much money at Sephora. GUESS WHAT NO MORE. I am disgusted. I am taking this further. ALL OF THIS CAME DOWN TO ME JUST WANTING HELP FINDING OUT IF A PRODUCT WAS STILL FRESH AS THE MANUFACTURER STATED IT IS UP TO SEPHORA .