Sephora Avaliações 

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 .

I was scammed out of thousands of dollars by someone purchasing on Sephora. I’ve never used this company and never will!

I tried to go in to buy some new foundation. I was in the store 30 minutes and couldn't get any assistance, even tho the store wasn't busy.

I'm not going to support a company that can't even bother serving it's customers.

Fuming
Ordered a gift for Saint Valentines Day, paid extra so it'll be delivered on time and didn't get it... I also wet to the shop to physically pick up the product but they wouldn't give it to me
What's the point of receiving the gift after the holiday is gone
Never shop here again

I've been ordering my makeup online from Sephora for a out two years now and haven't had any issues until recently. Canada Post was on strike and the shipping company they were using wasn't the greatest. There had been no movement on my order in 3 days and there was no additional tracking updates. I contacted their support and they couldn't find any additional tracking information either. They apologized to me, and sent out a replacement order. As it turns out, my order wasn't lost as both the agent and I had thought, and my order arrived the next day. Sephora still sent out the replacement order, complete with samples without any hiccups in the tracking. They even completely refunded my Beauty Bizarre points because the processing took way longer than it should have because they were innundated with orders because I had ordered on a sale day. So not only did I get a second set of samples and the items I had ordered, I got 3 Beauty Bizarre items absolutely free as well. I have absolutely zero issues ordering online with Sephora and absolutely no worries about ordering with them. Their customer service team is knowledgeable, friendly, and they resolve any issue so quickly and with care. I've recommended Sephora to all of my friends because I've never bought a bad product from them and overall, their makeup lasts longer than drug store makeup or makeup from retail stores.

DO NOT BUY FROM THEM!!
On September 27, 2024, I ordered and paid for a SEPHORA FAVORITES Advent Calendar for my daughter.

Here 3½ months later, despite repeated inquiries and promises from Sephora from 10/12-24 that there was a "new" package on its way to me, I have not seen anything.

The first times they wrote that the package had been delivered to the city I live in in Denmark, but they could not explain where or to whom it should have been delivered to.

I have NEVER experienced such poor customer service or experience with a website as at SEPHORA CA STORE.

Ordered a few products via Sephora Denmark in mid-December and they arrived quickly and without problems.

3½ months that SEPHORA CA STORE has had my money, but I have received NOTHING from them.
I will NEVER buy anything from SEPHORA CA STORE again

Don't use them. I do not usually write reviews but this place is terrible. I only gave one star because that is what you need to do in order to write a review. I stupidly thought that Sephora-CA was actually in California but it's not. I ordered items 3 months ago and I haven't received them. Supposedly the items were delivered in November, but I have a ring camera and nothing was delivered on the day/time that was stated. They said they would send new items. It's been a month since then. The "new" tracking number they gave me is the old one. They keep telling me to "be patient." I think waiting 3 months for an order is being patient.

Awful and exceptionally concerning that we ordered an online gift voucher to be emailed on 25/12/24 and it was never received by the recipient. Money has been taken from our bank account!!

It is impossible to make contact with Sephora - they do not respond to any of the methods listed on their contact page

• Email: care@sephora
• Messaging widget: Use the messaging widget on the Sephora website
• Facebook: Send a message on Sephora's
Facebook Customer care page
• Phone: Call Sephora UK on 01604968646

Serious investigation needs to be made into this company as the way they operate is dangerous.