SEPHORA Arvostelua 

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!

I placed a click and collect order because it said all items were in stock. I was charged for all three items, but received an email saying one of them was out of stock, but there was no refund of that item and when I went into store, it was just “just one of the items is out of stock.” No further explanation. I have tried to follow up about 4 times and it’s just “we are looking into this.” And then radio silence. How is such a huge company operating like this, especially when their direct competitor (Mecca) has such incredible customer service? Shocking.

Missing two items from my online order and it doesn’t contain a packing slip so when contacting customer service of course the whole order was marked as fulfilled by the warehouse.. They seriously need to look into their system because it sounds like this is a common occurrence with Sephora AU. They have requested a refund be put through for the missing items within 1-2 business days but of course the parcel arrived on a Friday so I’ll now have to wait until next week to hear anything. Quite frustrated as I bought these items during the sale so now I’ll have to repurchase and lose money as well!

I definitely think that 0 star rating should be available and I'm absolutely sure sephora deserves it.
12 emails written to customer service to resolve an issue with order and all I got was repeated columns of nonsense over and over again.
Lack of care and involvement is astonishing
This company has no place on Australian market

If I could rate a 0 I absolutely would. I have never had a good experience with Sephora online. The last time I was in store the sales person convinced me to give them another go, so many regrets. Whilst checking out I’ve accidentally added and item to my order (100% my own fault, I was trying to do to many things at once) the second I placed the order I sent an email asking to change my order and was told it’s not possible annoying though understandable (though I’ve never had this happen with any other company when I’ve had issues). I asked to cancel the order all together, Also not possible apparently. I have to either send it back at my own cost or find someone that is able to take it back to in store. This is incredibly frustrating, as other stores such as mecca (my preference for most beauty products) do all this. In future I would rather pay the extra shipping cost to get the one product I like at Sephora, directly from the brand it’s self

Absolutely horrendous experience with Sephora online. Like many others it seems, I placed an order on July 5 and after many failed attempts at trying to discuss with customer service I was 'lucky' to receive my order after 3 weeks however two items were missing. After an additional week or so I am still awaiting a refund for the missing items. The website and app are so bad that the pages don't load and you cannot access to your account. Will never trust purchasing through Sephora again.

If I could give 0 stars I would. I ordered on the 7th of July as an express post order due to it being last minute items urgently needed for my wedding. All up my order was $250. It never arrived and I contacted the team multiple times who advised me of a ‘wearhouse issue’ they were ‘moving wearhouse’ which was NOT advertised at the time of purchase despite them saying it did at check out. I was also charged an additional $7 for express postage even though it is advertised as free via there app for my spend amount. It is now the 20th of July and it still hasn’t been posted and they are refusing any form of refund. I am currently following up through ACCC and strongly urge others with similar experiences to do so as well. Take your business elsewhere as Sephora’s customer service is disgraceful. Poor company management, awful service and utterly crap ethics.

If you want to know what it feels like being bullied, judged and treated like you don’t exist nor matter in a high school-mean girls-like environment, visit Sephora Pitt Street Sydney haha!

I went there on Sunday 14th July, not dressed up in fancy clothes, just my ordinary sports attire, and was wanting to buy quite a lot of products. There were quite a few on my lists that were out of stock after self checking (as the staff were just grouping up in small clans chatting with one another while looking customers up and down - like top notch mean girls-style). I asked one of the girls politely if they could help me find one of Huda’s products and she said abruptly “it’s out of stock everywhere, there’s no sample on the shelf to look at either” but weirdly it was there upon checking myself. I then found out on my own that it was indeed in stock at Broadway, not far away at all.

I then proceeded to shop in the “mean girls high school style” environment, quite funny actually, because I used to work for LVMH and this experience was so appalling I wonder if I walked into a movie set 😂. Literally no one said hi nor a glance of acknowledgement, just little flocks of staff being astonishingly nonchalant of their responsibilities. They should definitely audition as lazy seagulls or snappy flamingos in the next Hollywood blockbuster.

I placed an order on 7th July 2024 for my daughter, today is 16th July. they have not even shipped my order yet and when I wrote online message to them on 11th July, they were ask me to wait for 2 more days it’s been more than 2 days and I kept writing to them afterwards to cancel my order and process a refund or at least tell me a time frame when will my order be shipped because now my daughter is getting more and more anxious of when will her gifts be arriving. all they did is telling me they were unable to process refund or canceling the order once it’s been placed and processing… but I am truly unsure how long do I have to keep waiting just so their warehouse will ship my order and I don’t know what to say to tell my daughter so she could be more calm, it’s something she wanted for awhile and I didn’t know I have to made her waiting for this long . I am unsure of if this is a common Sephora online shopping experience, it is my first time and not pleasant at all .

Their e-commerce is terrible! I will never buy again! Your money has less value once it’s in their pocket!

1. Bad support live chat!
The wait for someone to reply was super long! It took me a whole day today to get 2 replies from them which solved nothing!
I clearly said Please let me know what course of action to be taken next and the support person just ended the chat saying that “it seemed you are already being assisted by my colleague”, who now?
I did not get assisted! And after a whole long day, I still don’t know what’s next?!
Felt like they didn’t care at all!
Sephora has a wide range of products, which makes it convenient! But with this kind of service, I’m willing to trade that conveniences for better service somewhere else!

This so far has been the worst live chat support I have ever had!

Super disappointed to get this experience from Sephora

2. Terrible business strategy - online customer satisfaction to the bin
Edit: I did make another request through a different channel and got back an answer with details of what’s next through an email. So the “colleague” being mentioned by the online support person is the person that replied to me through email. I got back “online credit voucher”.
At this point I honestly just want my cash back so I could shop somewhere else.

Even though the cause of this whole process was my mistake where I didn’t have my unit number in my address in the app, the fact that so many other users have had somewhat similar issue ( when you confirm to pay for the order the address from apple pay shows, not from the app) indicates that the online checkout process could very much be improved!

Edit 2: Got back an instruction of how to use my online credit voucher, which will EXPIRE in a month, and cannot be used in conjunction with any other promotions.
It’s my actual money, actual dollars, exactly the same amount they offer back for the credit, meaning they have my money, and apparently my money expires in their system if I don’t use it within a month, and my actual dollars are now considered less valuable than it’s real value because it cannot be used in conjunction with any other promotions. WHAT A SCAM!

I WILL BE ACTIVELY AVOIDING BUYING ANYTHING FROM SEPHORA, AND ACTIVELY TELLING MY FRIENDS AND COLLEAGUES ABOUT THIS “WONDERFUL” EXPERIENCE AND HOW THIS IS A LOOSING-CUSTOMERS BUSINESS STRATEGY!

The last few times I have ordered from Sephora online, part or all of my items have not been fulfilled, stating they are out of stock. Last month, I only received samples which used up all of my beauty rewards.

The beauty reward are always out of stock as well and the choices are very limited.

I'm moving all of my business to Mecca or some other online store that actually gives rewards to loyal customers and keeps the app updated with current stock.

I have ordered on Sephora's website and app approximately 20 times. I rarely have any issues shopping with Sephora. The only issues I have experienced is ordering a product on the app which was actually out of stock, but my money was refunded quite quickly.

Products arrive quickly and safely. Free shipping over $25 is a great deal. And, if you're not buying during a sale period, they include free samples with your order.

0 customer service at mount gravatt Westfield. I put my product down and left. No acknowledgement from staff what so ever! They had a queue of people waiting to pay while staff were too busy staring at themselves

I ordered online a lip balm & perfume ($199) during a recent 20% off promotion. Instead I received the lip balm & a $40 make up brush. I contacted them online immediately with photos of my package & contents, asking that my perfume be sent. Was told they were unable to send a replacement & would refund me so I could order it again. I said no, I still want the perfume & now that the 20% off promotion had finished I did not want to pay full price. I was then told they would issue me a credit voucher so I could still purchase the perfume at 20% off discounted rate. The initial person I dealt with online was ok & gave me a few updates (haven’t forgotten you, still trying to sort voucher out). However when I followed up again the next day, a different person responded in a condescending manner & then said it would be another 1-2 days. I have now sent another message as today is day 2 of 1-2 days saying if it can’t be sorted out today just give me a refund. I will never order online from them again. Not worth it!!

Worst online experience I've ever had. I would definitely give Sephora 0 stars. They stuffed up my order by doubling it at no fault of mine, now i have two of everything oh and missing 1 item, I am getting charged for 2 orders instead of 1, this being their online ordering services. They still have a ph contact number on their website that is no longer in service, they will not call me and sort this out, they have replied to my concerning emails, however without even responding to the questions I asked, all of their emails are totally unprofessional with appalling English and spelling. If you need something from Sephora try and go into a store and not order online. Give me Mecca any time I've never had an issue with them. Sephora we work dam hard for what we earn, but you are happy to take advantage and guzzle it up.

I purchased instore during the sephora sale in melbourne central and they scanned my membership card and i was supposed to get 25% discount but they only applied 15%. I just realised this as i walked out the store. I live 360km away from the store so going back would be very inconvenient so i wanted my case to be resolved online.

They initially gave me 10% discount for the inconvenience because idk they probably think 15+10 is 25. Whoopee. Girl math for the win. Not. I told them i can get 10% discount every 24hrs from uni days so that was useless. So they decided to give me 15%. I gave up at that point. I spend my hard earned money on sephora and this is how they treat their customers even when the mistake was from their end. Like wth

I returned a hairdryer/ styler because it was just too big. I received confirmation from Australia Post that they had delivered the returned item but Sephora initially denied they had received it. After many many emails they informed me the refund team would handle the refund. I have now opened a case with PayPal, and have had a very prompt reply from Sephora saying that I would not receive a refund unless I closed the case with PayPal. This is a downright bullying tactic.
Needless to say I won’t be closing the case with PayPal, and I will NEVER order from Sephora again. I can’t believe they have got away with their terrible service for so long.

Sephora had an e-gift card specifically for Valentines Day called "Galentines Day". I ordered a Galentines Day gift card for my daughter the morning of Valentines Day. Given its an electronic gift card, you would think delivery would be within the hour. Wasnt received after 3 hours so I contacted Sephora who assured me it would be received that day. 3 hours later, still no e-gift card. Contacted another Sephora agent and was told the same thing. No delivery on Valentines Day - it arrives at 3am the day after Valentines Day. Contact them again to express my disappointment and get a reply asking me the email address I had it sent to and that was the only contact for 2 days. So I contact them again to say seems their responses take even longer than the e-gift card delivery.
Pathetic response (if you can call it that) and to date no offer of a reason why it happened or anything to make up for it. Absolutely will never shop at Sephora again.

Ordered a gift on 5 December with a delivery time of up to 5 business days. ‘For delivery by Xmas’ they promised clearly on the website. 25 DAYS LATER it was delivered, well after Xmas, and the recipient had left the country.

At each stage of the complaint, communication was slow and COLD. And they had the audacity to offer me a pathetic 10% off my next order, which would clearly never happen again.

Clearly an incompetent and unethical business, with slow, mean, frustrating and miserly customer service. Merry Christmas to you too, Sephora. Let’s hope your shockingly low standards drive you into bankruptcy soon.

PS Please do not reply to this asking me for an order number and that you will look into it. You’ve done that through your ‘compensations team’ and you’ve decided to do ABSOLUTELY NOTHING for wasting $125 of my money.