SEPHORA UK Arvostelua 1 951

Order FN114251667

Didn’t arrive next day as paid for. Contacted Sephora and instead of speaking to Evri to resolve the issue considering it was already in transit they requested a stop and return to recall my order. They have no number to call so constantly going back and forth via email waiting days in between for replies as the customer service team do not answer all questions in the first email so we are just wasting time. Requested a call but no one called. Before I can decide on a refund a replacement I asked for confirmation all items are in stock AND all the gifts with purchase I was eligible for on the original order. Still no answer to that question. This is the worst customer service I’ve ever had and the first review I have ever written. What a shame. Nearly a week has gone by and no full answers to my questions and no replacement because I can’t decide without you answering my questions first.

Hi,
I have provided “ Crime Reference no “ that has been given by UK Metropolitan Police for the Stolen parcel, but sephora is not replying to my emails. I have attached the image of Crime reference no. and still you are ignoring my mails and not refunding my money. Ridicilous. Order no : FN112998239

I got my order today, was very well packed I’m impressed and looking forward for more orders thank you so much 😊

Went to Meadowhall store with my daughter to get her wedding perfume!
She knew what she wanted but wanted to test again as it was a while ago when she chose it. A lovely young assistant came to help she said there wasn’t a tester for that one! she picked a small bottle up and said she has to take to her manager to open! soon came back saying she wasn’t allowed to open!!!
I said why would we pay £110 for perfume we couldn’t smell?
We moved on to Libre all 3 tester bottles on display empty! Terrible service from the manager, don’t deserve custom!
We proceeded onto Flannels we could have tested the whole shop! The manager served us and couldn’t do enough for us! Now that is Customer Service!

Customer service and refund policy i have really good experience with them

I have received my latest order FN113247364 and yet another high value missing item.

Me and my daughter visited the Stratford Westfield and one of the sales girl name Claudia was very friendly and so supportive. She was so patient with my daughter. We really appreciate her service and my daughter finally found al her makeup she needed. I would rate her service 10/10

This is so Horrible shop.people be aware that you will never get refund for your returned parcel.i bought from them items for 466.05£. I change my mind and send them parcel back.i provide drop-off receipt and location.it was return method they offer on their website.and then my parcel was lost somewhere and their customer service just said me that they will not proceed my refund,because they dont get my parcel.why its should be my fault if Evri has missed or lost my parcel?so now im left without my money and without any items from this shop.so disgusting🤬🤬🤬

TERRIBLEE
Customer service is awful i spend about £100 on sephore and my lip-gloss arrived damaged and ruined my other products i bought having them coverd in gloss it takes days to get a response via email from customer services!! never shopping again. - after finally getting a result 4 days later they refunded me for 1 product and no or an ounce of sorrow. DISGUSTING

You would think that Sephora would have a good Customer Service Team behind their branding but unfortunately here in the UK they don’t. There is no contact number for them and emails and messages are sent to them with no response. Especially when you need action taken immediately. They have taken on Evri as their delivery partners and guess what - we all know in the UK or London in my case that Evri, DPD are the worst courier services working only via commission - by every delivered parcel or on a third party contract - not at all, on especially small parcels. So hence your parcels are never delivered and if they are - it’s nowhere to be found or in a location you don’t recognise. So here is when your stress levels get high! I contacted Sephora once before with the same issue and in all fairness to them, it was dealt with straight away. Only this time it’s happened again and I am yet to receive my goods. I think given Sephora are new to the UK - they are trying to establish themselves and possibly getting familiar with systems and how things are run so forth and are yet to learn that these courier services are a liability to any business. So I can only hope they will learn from their mistakes and take a leaf out of the books of ‘Look fantastic’ and ‘Cult beauty’ and apply a postal delivery service that requires a pin to receive or will be delivered for sure to your door. That is with partners like the Royal Mail and DHL or UPS. I also hope that they can have a Customer Support number for all to call and have real people to answer the phones to deal with complaints and not Robots! Sephora please can you look into my Orders and have them re-delivered by the reliable delivery service asap. Thank you!
FN113200659
FN113206512

I’ve been shopping at Sephora for over three years now and have always been very happy with their service- quick delivery, well-packaged, fair prices. However, today I had a very disappointing experience with customer service. Yesterday I received my order of a lipstick and RapidShield eyelash serum. As I opened the box and took the products out, I noticed that the box of the RapidShield serum had been broken. Didn’t really think much of it until I took the serum bottle out and noticed that it didn’t have the protective plastic wrap around it. Now, I have never used the eyelash serum, but have been using the eyebrow one from the same brand. The packaging looks exactly the same, just different colour bottles. The eyebrow one always has the protective seal around it and even if the box is damaged, if the seal is still intact, I don’t think much of the box being ripped or smashed. This time, however, with no seal around the bottle, I am not sure if it’s been used and returned. This is not like makeup or a jar of cream where one can gage if it has been used just by looking at it. My only way to feel sure of it was the plastic seal, which is missing here. For that reason I emailed Customer Service right away with photos. I received an email saying that it didn’t warrant an exchange since the product seemed fine. I asked how could they be sure the product had not been used, and I received as a response the exact same email. All the emails from Sephora start with, “Good morning” but I receive them both in the afternoon …🤔 Is it AI replying? And why do I never receive an actual explanation, but just regurgitated BS emails?
This is a product that goes on your eyes and I don’t feel safe using it if someone else has also stuck it in their eye. Very unhygienic.

Moreover, it also means, I’m getting less of the already small amount of product. All I wanted was to send this back and get a replacement, but according to the weird CS person, it doesn’t warrant a replacement. Horrible treatment of a long time customer that has made me think twice if I want to continue to shop at Sephora since I can find the same stuff at SpaceNK and Boots.

I visited the Gateshead Metrocentre store today looking for some advice on make up, I was introduced to Salma who listened to my needs and wants, she chose a few items all colour matched to my skin then took me to the hub to try them out, honestly I was over the moon with the make up she chose, foundation, concealer, bronzer, eye shadow pencil and brow gel all perfectly matched! Salma was lovely, she really listened to my concerns about my skin and make up and chose all the best products! Thank you Salma… one very happy customer!

Really poor customer service. I ordered a skin tint on next day delivery but was sent the wrong shade. Nearly a week later, I’m still being told to wait while they “investigate” with the distribution centre before issuing a replacement.

The correct shade is currently showing as in stock online, so I don’t understand why a replacement can’t be sent immediately. It also raises concerns about whether their stock system is accurate, which isn’t fair on customers.

I can’t simply reorder as I bought it in the sale, so I’d end up paying more for their mistake, and throughout this, there’s been very little apology or ownership of the issue.

Unfortunately, this isn’t my first experience, I’ve previously received empty boxes and had to wait weeks for refunds. Overall, very unreliable and frustrating.

On 29 March 2026, I reported that I had not received two orders which were marked as delivered but left unattended outside my property in an unsecured location. The orders were:
• Order number: H03LFA0089203921
• Order number: H03LFA0089206941
• Related references: FN104588042 and FN111830100

Photographic evidence provided by the courier confirmed that the parcels were left outside my front door, in a publicly accessible area.

I requested a refund, which was processed by Sephora.

Following this, my account was restricted and subsequently suspended. I was informed that out of 12 orders placed, 7 had been reported as , damaged, incorrect, or returned and one lost .

I explained repeatedly that these issues were due to delivery failures or legitimate return reasons (such as incorrect or damaged items), all of which are outside of my control and fall under standard consumer rights.
I was then offered the option to reopen my account only on the condition that I waive my right to make future claims or request refunds. I refused this condition as it conflicts with my statutory rights as a consumer.
The case was escalated to a team leader, who confirmed that although courier issues may have contributed, my account would remain permanently closed due to business risk.
No evidence of a detailed investigation into the delivery failures or operational issues was provided, and the outcome has resulted in me bearing the consequences for matters outside of my control.
I have been a Sephora customer for over 20 years across Europe and the UK and can provide evidence of this long. This matter remains unresolved and I will now be seeking independent advice and considering further action based on my rights as a consumer.

As a long-standing and loyal customer, I find this outcome extremely disappointing.
Update:

In response to Sephora’s public reply, I would like to clarify that no “middle ground” solution was offered. The only option presented to me was to reopen my account on the condition that I waive my right to make future claims or request refunds.

This is not a balanced solution but a request to give up fundamental consumer rights, which I could not accept.

I also provided evidence, including delivery photos, showing parcels left unattended in an unsecured and publicly accessible location. Despite acknowledging delivery issues, no meaningful investigation appears to have been carried out.

The outcome remains that full responsibility has been placed on me as a customer.

The order (FN112696121) placed online on 1st April 2026, for next day delivery by Evri!!! Absolute joke.
The order never arrived. When I emailed the company to find out where my order has gone, the response was refunded me. Cannot trust this company although I used to buy from them online since 2023. I will not shop at Sephora again

Generally, I don't experience any problems with my purchases from Sephora UK, including delivery. My only problematic experience started when I tried to order during the Mother's Day sale. First, I couldn't access my account due to a technical issue. However, when I contacted customer care team, they quickly responded to my problem and offered alternative solutions. Then, one of my orders didn't arrive for a week. Normally, it's picked up within 3-5 days by Evri, the carrier Sephora works with. However, when I didn't see this information for the order in question, I expressed my concern to customer care team. They provided accurate information about the order status, stating that the package was lost and that they had taken the necessary precautions. They also asked if I wanted to get replacement or refund the order. I decided on a replacement, and the right steps were taken in that regard. However, because some time had passed, one of the products I ordered had gone out of stock. Therefore, I was informed that a refund would be issued for that product. When you get replacement, the products are resent without extra charge, so their prices appear as £0. When I contacted customer service about this, I received the necessary explanation and proof. I saw that the exact amount I paid for the product was credited to my account. The people I received advice from in customer care sevice were Naima and Sara. I especially would like to commend them because they were very meticulous, consistent, attentive, and fast. They provided satisfactory solutions to all the problems one by one. My recommendation to Sephora UK is this: they should continue to work with people like Naima and Sara who fulfill the requirements of their job correctly. In addition, the carrier Evri is a difficult company to reach and resolve issues with if delivery problems arise. There are delays in package delivery, packages are left at the wrong address, or get lost. Sephora should change this carrier. Additionally, while resolving problems when they occur is a good feature, it puts them behind their competitors.

So many times I have brought online and it has come missing. They have such amazing products but I’m scare to buy from them with all the issues. Ever time they just look to replace the item or refund. No apologies for the inconvenience or anything

Awful customer care, no telephone contact number, barely a sniff of a response using their official Facebook messenger chat! Parcel sent via Evri that never arrived, now fighting to get my money back...hopeless. Avoid at all costs.

I received an empty box, With someone else's address inside and some tissue paper. This is an inside theft because there is no way on earth someone could of done this by accident it was meticulously packed and empty. HOWEVER, after alerting the Care team they were
concerned and willing to rectify by a full refund and good will gesture for all the
stress this would of ofcourse caused. The
customer service and their replies have shown genuine concern and commitment to take feedback seriously and do something about it, both internal investigations and customer satisfaction. Which I am grateful for. I will be giving this company another chance in the future.

I had a brush snatched out of my hand by a staff member named Louisa at the Stratford Westfield location . She was extremely rude and aggressive towards me . Her behaviour was riddled with micro aggressions due to what I know to be because of my skin colour and my stature. She tried to lie and say that I was rude to her to make me seem like the aggressor which is just categorically not true . I hope that Louisa is taken off the shop floor and that this location can be held accountable for hiring someone with such behaviours. I was constantly gaslit by her and made to feel as though I was being a nuisance after kindly asking her to take back a brush I had been using . The manager of the store also proceeded to invalidate my experience by telling me they’ve never had an issue with her and that it could be a language barrier . All whilst I was standing in her face , hyperventilating with tears and shaking . So much so that the staff had to come and bring me a glass of water . I will not be returning to this location at all , as I have been severely traumatised by this.