Sephora Avaliações 

Quick, provides samples, and no issues. Delivery could be better as item is always thrown at the door like a football however nothing has ever been damaged yet. Pricey however there's transparency in what you get and a good return policy.

Ordered a digital voucher on Dec 5th for my granddaughter's birthday on the 8th. When it didn't arrive, I contacted them via their complaints form. Still no reply two days later. I checked my account with them this evening and it said "awaiting despatch". Five days is surely long enough to send an email.

I appreciate that Sephora carries a variety of clean products and even have bipoc products, HOWEVER, their customer service has been horrible the last few years and the courier service they use Sucks. You used to be able to receive an online order within 3 days. Now you're lucky if you get it in 7 days (absurd if shipped from Calgary to Edmonton,which it sometimes is). Also, why can't you add samples when ordering for pick up in store? You're saving money on shipping, least you could do is throw in some samples. Anothwr issue is not receiving the samples you selected. If it shows available in your system, it should be in stock. Sephora could use some new management and maybe a new business model.

Very rude and not helpful at all. Le me wait for 10 min each answers and once I didn't check the answer for a bit they finished chat without wait very dissapointed.

FAKE STORE, I never received my items

I have tried to deal with Sephora's customer service over horrid service I received from the Kenaston store in Winnipeg. Please do not give this store any business. They do not tell you of their return policy when making a purchase. If you return and purchase on the same invoice, your return become a credit note. But if done on 2 receipts, it is a full return. But they do not tell you that when purchasing. The staff and manager were so rude and ignorant, the staff get together and gossip about customers. Very catty, ignorant staff. Please do not give them your business. They do not deserve it. So much for inclusion. The district manager did nothing about it. Being ride and ignorant seems to be a good quality to the manager. Give another retailer your business. Even other Sephora stores have told me that they have heard from other customers how awful the service is at Kenaston.

I went in for school supplies and they told me they didn’t sell school supplies!? First of all, its very rude. And secondly of all, they did NOT let me speak to the manager!? And in the back it CLEARLY SAID “Back to school and they say they aint sell? Thats rude! And most of the employees were 12/14 years old kids!! Child labour!? And the AUDACITY TO NOT SELL ME THE SCHOOL STUFF?! Would not recommend going off boarder back to school shopping just for this experience. By the way i also live in texas so i went TO CANADA just to experience child labour, unfriendly staff, dirty floor and counters, and lying!. Dont come if you are from mexico or America, even if you are canadian. BAD BAD!

They sell the same exact product 30% more expensive than its maker or its official retailers/partners! Customers need to teach this Louis Vuitton Group-owned business how to stop greed and monopoly.

They always provide good products at great price.

Shipping is always fast and easy.

One time I had my package stolen when deliver at the front door. I had to contact them multiples times to get this fixed, but it was finally fixed.

Couldn't find what i wanted in store but staff were so helpful. Went online and was delivered so fast 😍

I have ordered online the past few time they offer free gifts when you purchase. The last few time I have not received the gift. I understand they are just free samples but why offer if your not going ro follow through. So I decide to call and let them know this information and the lady on the phone sounds like she is hating her life and having to listen to a custome then tells me she will put me on hold while she looks at my account and leaves me there for over 10min. I finally hung up because she is only going to come back and tell me she can't do anything for me. Sephora has forgotten about customer service and that they are where they are today because people have been loyal to them. I know that one customer here and there is not important to them we are the small fry to them. Sephora your customer service has become disappointing you used to be good.

I used to be a loyal customer of Sephora. I purchased the Living Proof volume texturizer spray - full size for about $60. I have used this product before and love it. Because I was travelling, I purchased a second smaller sized can. When I returned from travel, I went to use the full size can and found that the nozzle did not work (faulty product). I went into the Sephora in Park Royal to exchange it for a new can. I was told that it was beyond the 60 day return/exchange policy (I was over by 2 days). I was not wanting a return - I just wanted a replacement for the defective item sold to me so that I could use the product. The manager Jordan, made no attempt to resolve this problem and was rude and condescending. I felt unwelcome in the store!! I filed a formal complaint over the phone with the customer service line but then was told that I could not have a written copy of what the representative wrote!! Ridiculous!! In the end, I got a friend to purchase a new can and then returned the defective one a couple of days later. What a big waste of everyones time.

It was a horrible experience - they cancelled all my online orders without telling me, then they said they fixed it and they were cancelled again. I am over 5 years of a Rouge Member. I am literally trying to give them my money and have now wasted 5 months trying to get my account back and they offered $30. I had over $500 in orders and waited 5 months to get it and.... they don't have an org structure that goes past the supervisor to do better then this?? They literally have 53,000 employees!!! WHO DOESN'T WANT TO TAKE MONEY AS A BUSINESS? So frustrated.

The stores are always too crowded so I order online. The last time I ordered replacements for all the products I was running low on, I waited 6 weeks for delivery and it never showed up. I finally called customer service and turns out for some unknown reason my purchase was flagged as suspicious - they cancelled not only my order, but my online account, and never emailed me to tell me it was cancelled. I've ordered online from them a zillion times before. They asked if I wanted my account reactivated (may take awhile) and I'm thinking why the hell would I put myself through that again? If they cancel an order, the least they can do is notify me.....

I bought face lotion yesterday from the Vancouver Robson store that made me insanely itchy so I tried to return it today even though I didn’t have the receipt. They found my credit card on file and believed I bought the location from them the day before but said they couldn’t do anything about it. I was unhappy and said I was leaving the lotion with them. They said I couldn’t leave it behind. I said I wouldn’t take it. Then they said they were calling security to force me to take the lotion out of the store. I left it anyway and kind of expected security to chase me down. It was crazy. Terrible customer service. And my face is still itching and burning from the brutal lotion that cost me $60.

Sephora has PITIFUL timing regarding returns done by mail. For a multimillion dollar company you guys fail with your customer support. It’s takes about a month to get a refund when you simply don’t like a product and return it via Canada post it takes that bloody long to refund someone. Never seen anything so pathetic and basic in my life.

Don’t get me wrong the employees are amazing. But from where I live, it’s always so crowded that it’s difficult to walk aisle to aisle. Also when I want something , the majority of the time it’s out of stock:(

The quality is great
However the employees are not very helpful.

Long story but helpful if you have time to read. I want to warn everyone.

I have been Rouge for many years and happy with all of my purchases since until April 10, 2024. I placed an order online in total of $428 for delivery on April 7 at 1am. It said delivery by April 11. On April 7 at 6am, the very first thing I did after I woke up was I chatted with their customer to ask them hold off my package for 2 days while it’s still in the warehouse or if they could switch to a pickup order because I would be on vacation with my family that I haven’t met for 4 years until April 12. They said “No”. They couldn’t do anything to stop it. They kept suggesting me having someone to watch the package when I told them already I had no one nearby. They were absolutely a terrible listener.

We lived in a townhouse by street and there is no safe spot to put the package at all. I don’t know my neighbor or anyone nearby that I could ask to keep the package for me since we just moved there. They said only way I could do is to contact the carrier company myself once it’s shipped to ask them to hold it. Okay, fine, once the package was shipped. Status “ Awaiting for carrier pickup”. It was by TForce Logistics, then I asked Sephora for TForce contact details but when I gave TForce a call, turned out it was TForce Freight which they never ever do delivery for Sephora and they said they have been called a lot from misunderstanding. I was just shocked!! Sephora doesn’t know their own people! OMG!! I called again still got a wrong phone number. Anyway, I got TForce correct number eventually but this logistics company is Very bad. They don’t know what they’re doing. They couldn’t pull up the tracking number that Sephora gave. When I asked if they would usually call receivers before delivery or not, they said they wouldn’t know until they could pull up the tracking number. They have very low rate on Google. People have bad experience with them. However, Sephora choose to just use the cheapest carrier to save themselves and offer pain to their customers.

I was on the phone with Sephora and TForce on my vacation back and forth for more than 4 hours and my request still didn’t get done. I was very upset and worried and this matter literally ruined my good time with my family. Sephora third customer service that I called said TForce wouldn’t be able to pull up the tracking number until they receive the package from Sephora. I called Sephora again and couldn’t hold my tears because I was so worried that my package would get stolen while I was away. The last customer service I spoke with on that day asked me to choose if I wanted a refund or delaying they shipment. I said refund and I would return all the products to the store if it doesn’t get lost because I just wanted to get done with this order. She asked me to call back when the status changes to “Delivered” and they would proceed the refund. On April 9 at 6pm, I noticed that the status had been changed to “Picked up by carrier”. I thought, okay, now TForce should be able to pull up the tracking number and hold it for me. On April 10, I called Tforce again at 7am to hold it. They said they couldn’t because it’s already on the way. The only way they could do is to put a note for the driver to read and hold off. Sure enough, my package was delivered at my front door at 8:30am without any phone call from them. I called Sephora according to her instructions and it was picked up by a more senior customer service. I was devastated that they would not be responsible for any loss or stolen package. It’s there, then it’s there. And there would be no refund. She said no one would promise me that and it was just that they would try to delay the shipment. I tried to explain that I was offered for 2 solutions which was either refund or postponing the shipment. If I knew that there wouldn’t be a refund, I would have picked postponing the shipment instead. I asked her if it’s my fault and begged for empathy but her response was “Is there anything else I can do for you?”. I was just in a Big Big shocked moment. Basically she said that I was lying. I challenge Sephora here to go listen to our conversation and tell me if that customer service used the word “try” or not. It was a FIRM solution she gave to me!! Before excusing someone or protecting your own people, look at yourself first.

Everyone, there is no room from Sephora for emergencies or mistakes or changes once you place an order for delivery.

I would like to tell my story to everyone at the loudest voice so that no one has to suffer like me. I will still shop at Sephora because I need Dr Dennis products otherwise i would say bye to Sephora forever. I tried my best to be responsible for my order but no help from Sephora at all. Heartless and poor communications within.

Their free delivery is useless and very risky. I would never buy anything for delivery from Sephora ever again.

I go to the Benefit Brow Bar at the Sephora Heartland location and Shawn is the best! She is professional, helpful, fun and knowledgeable. She deserves to be recognized!