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    Sephora

2018 CUSTOMER CHOICE AWARD

Ratings On Other Platforms

Trustpilot
1.8 / 5
ResellerRatings
2.2 / 5
Corporate Values

Overview

Sephora has a consumer rating of 3.6 stars from 590 reviews indicating that most customers are generally satisfied with their purchases. Consumers satisfied with Sephora most frequently mention free samples, beauty products and return policy.Sephora ranks 8th among Cosmetics sites.

  • Service
    64
  • Quality
    56
Positive reviews (last 12 months): 43.6%
Positive
17
Neutral
1
Negative
21
View ratings trends
16
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What reviewers want you to know

Positive highlights

Critical highlights

  • Every time I go into one of their stores the customer service is terrible.
  • Their system rejected my billing address because it "did not match what the bank lists".
How would you rate Sephora?
Top Positive Review

“KAJA makeup works wonders!”

Sam R.
8/10/21

KAJA beauty is one of those brands that should definitely have more hype. As far as I know it's one of those Korean brands that's only sold at Sephora. I've only personally tried their don't settle concealer, and I can honestly say that it quickly became my all time favorite concealer. It's creamy, doesn't dry weird, brightens up, and lasts the entire day. I can see such a difference after putting it on. I can only imagine how well their other products must work.

See positive reviews
Top Critical Review

“Sephora stole my money”

Marie-Eve G.
7/5/21

Very unsatisfied with my lost package from Sephora Canada. Canada Post lost yet again my parcel. Sephora won't refund me nor send me another parcel. They only have to do a service bill to get their money back and refund me but no. So I am here without my skincare/makeup with a 250$ bill. Canada Post won't refund me because I am not the one who sent the parcel (obviously). I lost my day on the phone trying to save the situation but no Sephora doesn't care. You have lost a good costumer.

See critical reviews

Reviews (590)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (105) beauty products (15) billing address (6)
marieeveg3
1 review
1 helpful vote
July 5th, 2021

Very unsatisfied with my lost package from Sephora Canada. Canada Post lost yet again my parcel. Sephora won't refund me nor send me another parcel. They only have to do a service bill to get their money back and refund me but no. So I am here without my skincare/makeup with a 250$ bill. Canada Post won't refund me because I am not the one who sent the parcel (obviously). I lost my day on the phone trying to save the situation but no Sephora doesn't care. You have lost a good costumer.

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Value
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samr199
65 reviews
41 helpful votes
August 10th, 2021

KAJA beauty is one of those brands that should definitely have more hype. As far as I know it's one of those Korean brands that's only sold at Sephora. I've only personally tried their don't settle concealer, and I can honestly say that it quickly became my all time favorite concealer. It's creamy, doesn't dry weird, brightens up, and lasts the entire day. I can see such a difference after putting it on. I can only imagine how well their other products must work.

Products used:
Kaja don't settle concealer

Service
Value
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Quality
ashleyv112
2 reviews
2 helpful votes
December 22nd, 2021
Verified purchase

Buyer beware: when you buy online, their "30 day" return policy applies to when you place the order, not when you receive the item. It took almost two weeks to receive my item and went to return before 30 days of when I got it and was only offered store credit. Apparently, it is the customers fault when they experience shipping delays. I was met with terrible customer service and refusal to take accountability for the delay on their end. This company has gone down hill.

Service
Value
Shipping
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heatherh1031
29 reviews
12 helpful votes
July 22nd, 2021

While Sephora does have some of the best and newest beauty products and are great with samples, their customer service is horrendous! They have "beauty advisors" handle complaints many of them (online) are just customers with access to their computer systems. I can honestly say I have never had a good experience with cs! And to add insult to injury, the shipping is just as bad! They'll blame delays on natural disasters or Covid but it's been this way since I discovered them years ago.

Tip for consumers:
Don't expect much and you won't be disappointed

Products used:
I have spent literally thousands on makeup, skincare, and perfumes

Service
Value
Shipping
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lilyj87
3 reviews
0 helpful votes
December 8th, 2021
Verified purchase

I ordered a bunch of hair and skincare products that ended up being sent to another address, and their "proof of delivery" was a picture of the box in another lobby lmao. I contacted Sephora and they immediately sent another package for free, express shipping. It came within a few days and I loved the products. Customer service was great. Thanks!

Tip for consumers:
Good customer service.

Products used:
I used hair products and skincare items.

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Value
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joannaz17
1 review
1 helpful vote
December 4th, 2020

I've been contacting Sephora customer service for months trying to request them not to use FleetOptics as this carrier is driving me crazy. Nobody listened. All they have told me is that it is my own problem and it is their right to use whatever carrier they want, even if the customer is suffering. See the screenshot of their response, the tone and the attitude - "If you're not happy with the carrier, solve it yourself and good luck."

Service
Value
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shannonp148
4 reviews
0 helpful votes
January 31st, 2022
Verified purchase

While this website has been absolutely vicious when it comes to ravaging my bank account, I absolutely love shopping here. They have a fantastic selection of mid to premium cosmetics and skincare, and their customer service and return policies are top notch.

Tip for consumers:
Save up your points for gift cards!

Products used:
I have so many products from them, a literal room full of cosmetics, skincare, and perfumes.

erikam123
1 review
13 helpful votes
February 18th, 2020

FALSE ADVERTISING! Buyer beware! I went in this store to buy a pro brush which an associate then ordered for me online because they were sold out in store. After the order was complete, I was told that it was not half off even though there was a sign that said "50% off pro brushes". When I asked to speak to a manager, she informed me that it was on select brushes. I told here there was no asterisk or disclosure that said as such and that it was false advertising. Her response? "I know. You can wait for the package and then return it." She didn't take the sign down, nor did she try to make it right by honoring the advertised price. Shame on you Sephora Lynnfield, MA! See pictures below - prices are not as advertised!

ashleys653
3 reviews
12 helpful votes
April 29th, 2020

I love this store I've shopped here for years I'm a vib member... the great part about having the member card is you get a lot of rewards and free stuff. Also if you don't like the makeup for some reason or another you can bring it back no questions asked as long as you have a receipt or used your member card. Eyebrow Foundation back because it oxidized and it was half empty they didn't mind or ask any questions

sydneys205
2 reviews
0 helpful votes
March 25th, 2022

While visiting the store in Ala Moana I was constantly bombarded by workers and felt i was being nagged on by them. I simply just wanted to shop by myself in peace, yet everywhere I turtles or walked a worker was asking me if i needed help looking or needed a bag. In fact two workers asked me multiple times. Once is good enough and there is nothing wrong with peacefully shopping. My shopping experience was anything but peaceful or fun because the workers were constantly nagging me. This experience makes me never want to enter into any sephora location again.

Service
kiras21
6 reviews
8 helpful votes
October 23rd, 2021

I was an avid Sephora shopper and was usually a Rouge member, however within the past 2 years or so, I feel like they have gone downwards. Not only has their shipping slowed down, but they are becoming cheap with their samples, only including 2 now instead of 3 (and I have had many instances where my samples are completely forgotten). May have to start shopping elsewhere

jasonb1608
1 review
5 helpful votes
January 31st, 2021

The company's administration discriminates against people based on their political views. They recently suspended one of their influencers after finding out that she was leaning conservative. This is unacceptable.

emmaa182
2 reviews
1 helpful vote
July 21st, 2021

So many bad reviews but I love this store. Great brands, prices are ok, the shipping is fast enough. Will shop again

Service
Value
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Quality
ginal305
5 reviews
2 helpful votes
October 4th, 2020

Shopped many years at Sephora retail store, and this is my go to place to purchase products like Sunday Riley, Dior, Clarins, Armani, La Mer and more.

I recently switched to ordering online. Overall experiences were good but my shipment got delayed and arrived one week after placing the order. Perhaps because of the weather or wild fire spreading? Anyway, I am a loyal customer here and often has wonderful experiences shopping in their physical stores. If they keep up a great service and product selection, I will maintain my five star reviews for them.

Good surprise that they start accepting the Insider points as credit. Awesome!

kathys1603
1 review
1 helpful vote
October 10th, 2021

I complained to a Customer Service rep. About an employer and got no results. It was at Burlington Mall. He was a make-up expert which he wasn't. He was yelling at me what I wanted and I told him make-up, he said I don't understand. He picked out an awful shade for me and was abusive and very loud as people were looking at him. Yes I should have said I wanted someone else BUT people should know. I assume he still works there so be aware hopefully you won't get him...

laurak349
18 reviews
25 helpful votes
September 2nd, 2020

I am sorry people have had a bad time with Sephora. I buy EVERYTHING on line and often return to the store. No hassles, no questions asked. One time a shipment did not show up and they replaced the whole thing at no cost to me. Their production selection is out of this world and if you pay the $15 a year "free shipping" subscription it pays for itself in 3 purchases or be a Rouge Member, free shipping there. Awesome perks with points and again the products are outstanding. Website offers plenty of answers and helpful advice. I hope my luck continues with them as there are so many bad reviews on customer service. I highly recommend.

karik67
1 review
0 helpful votes
February 9th, 2021

Hi. I'm a conservative Christian. I guess this means I "hate" everyone which is father from the truth. I have friend's and family that's a part of the LGBTQ community. Yes, conservative Christians and the LGBTQ community gets along if you allow us to.
To side with one party is disgusting.
Makeup and beauty is for EVERYONE. Of every race, color and religion. Ben Nye is famous for his product's. He doesn't get political. Neither should Sephora. If there is gay beauty consultant that uses Sephora? Christian beauty consultant should be held in the same regard.
Get your priorities right! You don't want me but, you sure want my money. No thanks

Tip for consumers:
It doesn't matter your party of your views. Makeup is that ONE thing we can all agree upon. Left wing, right wing or down the middle.
When a company sides with one party above another? It's time to find a new store.

Products used:
I ended up ditching $200 worth of product in my cart as soon as I heard what they did. No thanks. I'll go through Ulta

Service
Value
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alexisc315
2 reviews
1 helpful vote
January 31st, 2022

Terrible service, I signed up for auto pay and then come to find I have about a $200 balance on a $34 purchase.

Tip for consumers:
CVS and Walgreens are better than Sephora in my opinion. Way better deals and better quality as well in my opinion.

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Value
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marryb11
2 reviews
6 helpful votes
September 17th, 2021

Purchased recently Gua Sha massager, so happy about this purchase! My face became more "sculpted" looking.

Tip for consumers:
good qality

Products used:
gua sha massager

Service
Value
Shipping
Quality
pjm39
1 review
2 helpful votes
April 17th, 2021

I am a "rouge" level customer of Sephora and recently encountered a problem with a $20 eyeliner they sell. The in-store manager refused to provide an exchange due to my purchase greater than 60 days ago. I just opened this eyeliner in the past month, very little product was used. Deplorable customer service!

Service
Returns
Quality
nataliap89
0 reviews
1 helpful vote
January 17th, 2022

I've never buy in sephora.com before, I don't know why I waited so long. Nice website, real friendly. All My productos are fine, I Just bought skincare products and some brushes.

Tip for consumers:
I You don't want to spend too much Money, keep in mind what You really need haha

melindas253
1 review
1 helpful vote
May 22nd, 2021

I'm 58 and this is the worst shopping experience I've ever had. Only one kind person there. Most standing in front doing nothing. One extremely rude redhead. Trust me don't go there.

Tip for consumers:
Never go there. Ulta down the street

Products used:
Put everything back and left

lizzyh8
25 reviews
56 helpful votes
February 22nd, 2020

I have used this site and been a fan of JCpenny's in general. However, samples and their extra benefits are sometimes now often replaced or just not given at all. It used to be you would get 2 day flash shipping and now that has gone away. I believe it has gotten busier and lost like most businesses the accountability to keep business. I continue to shop but there are at times better prices and faster shipping at other sites now. :)

kristia36
1 review
0 helpful votes
February 15th, 2020

I've already bought 3 items from the Ulta site waiting for Sephora's home page to load. Ugh. Better than dealing with employees who make you feel like you're bothering them but still...

jamied441
1 review
0 helpful votes
March 6th, 2022

Very unhappy with the way they run Tennessee branches. They have a mentally unstable employee thats been stalking harassing&bullying me to the point she made videos threatening me on the store floor. I let them know i did Think it was appropriate for an employee to be on the clock making money while they are stocking my account and making threats towards me and that those videos should be pulled down. They did come down however i let them know the legal measures im having to take for my safty and they gave that info to her. She only got a few days off(prob paid) slap on the wrist and she recently started putting the vids back up. I let them know and rather then fix it they told her and gave her my info which puts me more at risk. They just care about having sales mules, but dont care about the criminals they employee or their customers. Ive used their products for years. Now me, and my friends&family aware of the situation are boycotting them and wont give them another dime. I sure as hell won't give them money to then turn around and pay an employee to threaten my life while on their floor in their uniform under their sign

Tip for consumers:
Watch out for mora in Tennessee.Horrible employee

Products used:
I’m no longer using any of them

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Q&A (9)

Answer:

There are a ton of great moisturizing and anti-aging products out there to help you. Sephora has so many that your head will spin, but there are also a lot of drugstore alternatives that are rated just as highly (or better) than a lot of higher-end ones. I would do some research online before ever stepping foot into a store like Sephora (trust me - they will bombard you with very expensive things you don't need). Honestly, I really like Ulta as a store better than Sephora because they carry both drugstore, middle-end, and higher-end products. (MUCH better service, too) But before you go anywhere, Google things like "best anti-aging products for mature skin" or things like that. Using multiple products, such as a glycolic toner, a serum, as well as a moisturizer is a good idea. One thing that is FANTASTIC for wrinkles and dark spots is Retin-A, but you have to get a prescription for it and it is harsh on your skin (especially if you're sensitive). It literally kills off your top layer of skin (which leads to a very annoying period of your face peeling for a few weeks), but once you get over the growing pains, your skin is amazing. I was diagnosed with melasma, which is hyperpigmentation of the skin, on my face, so my doctor gave me Retin-A and hydroquinone, which really works at fading dark spots. If you can't afford the Retin-A (mine is over $200 a tube), there are a lot of great OTC products that contain retinol and work well, just not like the Rx version. Neutrogena has a great line of products for dark spots and wrinkles. But like I said, do your research and don't let sales reps push you into really expensive products, because they get a commission, and you may get stuck with a bad product and an empty wallet. Hope this helps!

By Gayle G.
Answer:

This is Sephora's list of current promo codes. They should always be valid - whether you get them to actually give you what they're supposed to is always a gamble. To get a birthday promo, you have to join their Beauty Insiders club. It's free - just go to their website.

By Gayle G.
Answer:

Yes. I have to take Care of my skin in every routine when my acne appears

By Suellen C.
Answer:

Yes! They have a VERY liberal return policy. You can try most products in store, as well. But, if you do buy something that you don't agree with, for any reason, don't worry. They exchange easily. I always use Sephora.com... never have had a problem returning for any reason whatsoever.

By Renee T.

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3.6
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