Anonymous

False advertising.

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Sephora NZ online shopping. I tried to purchase Kat Von D foundation which was advertised at 50% off in their recent sale.

However when I added the products to my shopping cart I wanted no discount came off. Apparently (according to their customer service department) the discount only applied to certain shades and refused to honour the deal. NOWHERE on their ad did it say there were exclusions. Which means Sephora are guilty of false advertising.

That's not how we do business in NZ. I spent days trying to get them to own up to their error/deception but hit a wall. How easy it would have been to satisfactorily solve this complaint by giving me the discount they promoted.

Instead they chose to defend their position and lost another customer in doing so. Jerks.

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Loss:
$50
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

Did get my online order

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I placed an order through Sephora for an item to be delivered via courier to my place of work. I have all my packages delivered to work as Reception can sign for the delivery. We are a government office which is open to the public from 9.00am to 5.00pm. At 4.50pm on Friday the 12th of May I received an email to say they couldn't deliver the package. Very strange considering we are open until 5.00pm. I rang the Courier Monday morning and stated if you deliver to the receptionist before 5.00pm there is no problem. I received an email on Monday from Sephora at 2.26pm to say the package had been delivered. I head to reception and no package?? I check the tracking on the couriers website and the package was delivered to front door at 1.18pm. It states it was signed for by front door. I contact the courier and they state it was left at the front of the premises no signature. I contact Sephora who state that nothing we can do that's what you asked for. The item has either been stolen or not dropped off at all. The purpose of utilising a courier is to have tracking and for the item to be signed for. Sephora under Victorian Consumer laws you must ensure my order gets to me regardless of whether it goes missing or is stolen. I would suggest referring to https://m.consumer.vic.gov.au/shopping/refunds-and-returns/problems-with-a-product/items-missing-or-damaged-in-transit I gave strict instructions for the item to be delivered to reception before 5pm, not dumped in the street by some front doors? The fact you have denied me a refund goes against all consumer laws for which I am protected under.
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Loss:
$89
Cons:
  • Fraudulent behaviour
Reason of review:
Problem with delivery

Preferred solution: Full refund

Anonymous

Online Order Deleted by Sephora but they still took my points

This is the third issue with online ordering with Sephora. This time I tried to place an order for lipsticks and I used lots of points (I was over 1,000) for 100 point samples. When I hit submit it said "address error." I tried to submit three times and then the website re-set and the order disappeared and my cart was empty. This is annoying enough but then I noticed that they still had deducted points for the items I put in the order that had disappeared. So I lost 600 points and customer service is refusing to reinstate points although they admit to seeing a discrepancy in my purchases, redeemed points, and current points. I hate to admit that my VIB status has renewed twice in the last few months. That's how much I purchase. I have returned maybe three items ever. I have never complained about anything where I have asked for my points back or money be refunded so they should be able to tell this isn't a scam. There are just too many places that sell the same brands that don't have issues like these. I will buy from Nordstrom, SpaceNK, direct from brands, etc...
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Reason of review:
Problems with payment
Anonymous

Discrimination

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I found out that sephora does discriminate people by looks
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Reason of review:
Poor customer service
1 comment
Guest

and age . they will always wait on young people but it is the older ones who spend the money, i never get help at Sephora Topanga, bad customer service and i am a rouge. sephora needs to teach a class in customer service, and not to discriminate against people over 30.

Jahdiel Spc

Sephora - Manager Review

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So, my friend and I finally had off time from work and decided to go to our Canton, CT Sephora location to learn how to do our contour face look and buy all the products for it. I arrived before my friend and requested a makeup artist to do so. They told me they would check if one was available. Minutes later one came and I explained to her what my friend and I wanted and she said it was ok, that she'd help us with what we wanted. She started with me while my friend arrived and when she did she suddenly said she could just spend 15 mts with my friend because they were in busy time or something like that. But reminded her that I had asked her if she could teach both about the contouring. makeup technique and she has said yes, furthermore we were going to buy a lot that same day. But she just spent the 15 mts she said she would and then dissapeared. So I had to finish my friend's contouring coaching. To our surprise the manager a male guy showed up and told us we had a mess on the counter and that we already had been there for two hours and that if we needed a makeup artist we needed to make an appointment...! By that point my friend and I had already chosen close to $400 in products all together !!! And when I tried to tell this dude that we didn't know about the appointment need because nobody had explained to us at the beginning, he interrupted me and told me raising his voice and in front of everyone around that, that wasn't true that he was behind me when the girl had told me that... So, I said, NO, If she would've done it we definitely would have just left the place to do many of our shopping list we still had pending. We still bought all the products that were tried on us but left the place very upset and puzzled about the low customer service skills this manager showed. I just can't believe this has happened!! I have shopped in all high end cosmetics departments and never had an experience like this!!! I believe Sephora needs to definitely improve its managers customer service a great deal!!!! FYI this was at the Canton, CT Sephora location and the manager is a short, white, black hair with beard male.
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Reason of review:
Poor customer service
Xyler Bpq

Sephora - Customer Care Review

I went into sephora the other day and i must tell everyone i was so shocked and uncomfortable, i was pushed by 3 diffrent women while i was just trying to look at makeup. I wasnt standing in the middle of the walk way i was just trying move around people , anyways i will never go back i really needed help finding make up that will hide my scars from surgery but i was to uncomfortable to ask for help or advice.
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Reason of review:
Poor customer service
Anonymous

Sephora store security

Sephora store security very unprofessional and quite rude. Harassing a potential customer for not buying a product upon leaving a store is totally unacceptable. They need to be better trained and controlled by store management. Witnessed this incident with a lady was leaving the store. The security officer had no customer relationship skills. What was his objective complaining to the potential customer that she has to make a purchase ? The answer was simply to give a potential customer a hard time because she was leaving the store without a purchase. Standing over a woman demanding she buy a product was intimidation. Well that Sephora reaching a new low using store security as aggressive sales. Forget Sephora, better customer service elsewhere. In the meantime, Sephora need to train this over zealous, rude and aggressive store security operative. Finally, it is disappointing that Sephora staff member who witnessed this thought the event was quite funny and just laughed while this happened.
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Reason of review:
Poor customer service
Anonymous

Sephora - Customer Care Review

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Just went into your Plaza Bonita Sephora to pick up some new lashes and I wasn't there for more than 2 minutes with my son in his stroller and an associate asked if I need help and in the same breath basically told me to put my stuff in a basket or they'll think I'm STEALING! I hate their dirty grimy baskets and prefer to hold onto my purchases but I have NEVER been so offended and made feel like an untrustworthy criminal instead of a loyal customer!

I immediately put back my lashes and left. I was speechless in her markings me feel guilty for nothing. I had my son with me for F sake! I have lost all respect for Sephora.

It's difficult enough being a single mom finding time to shop for myself without being treated like criminal within 2 minutes I arrive! Whether your store is in the ghetto or you've just had someone shoplift in front of you, there is absolutely NO reason to treat loyal members so poorly!

I would hope something will not only be done about this particular store but in the general attitude of all your employees. To some, buying a $200 moisturizer or a $10 pair of lashes, it can be a costly splurge and should NEVER be accused or spoken to with such disrespect and accusatory attitudes.

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Reason of review:
Poor customer service
Anonymous
map-marker San Francisco, California

VIB ROGUE But Treated Like ***

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I'm a frequent buyer and I was very excited with my recent online purchase at sephora, but decided to return/exchange some beauty products that turned out unsuitable for my preferences. Other than that, I am satisfied with the online services as usual. This event just happened yesterday and I'm writing this to express my dissatisfaction with recent unpleasant experience with returning/exchanging service by an employee (Mariana L.) at this Sephora location. (33 Powell St.) First, when I mentioned I was going to return and exchange some products, I was greeted with a sour attitude by Mariana and later have been refused to get refunded in an original payment form though the method is promised by Sephora returns/exchanges policy. After providing more informations (other than the receipt) at my inconvenience, she finally agreed to process the refund. The entire time I was there, I was treated very poorly and unappreciated by Mariana L. I was interrupted several times when I tried to explain that I was able to get refunded to my card though I used paypal for the transaction before. The entire time I was there, I was far from being rude but patient and appreciative. However, I still got a very unprofessional treatment from Mariana. I’m mostly satisfied with my experiences with Sephora until today. This unpleasant and displeasing service given by Mariana L. left a very bad taste in my mouth. I have always love to give a visit to Sephora at Powell St. for a purchase or other services because of their warmth and friendly associates whenever I visit Downtown. But today, it made me very sad that this store turned to go downhill for employing such an impolite associates that clearly doesn't understand what a great customer service is. What is the meaning of VIB Rouge status if this is one of the treatment I would have to receive every now and then? I would give Sephora the opportunity to reflect on this incident and be grateful if Sephora (especially Powell store) management staff can prevent a similar situation from recurring. There's no need to make a customer(or client) feel like ***, ever. PS : If Sephora starts offering payment by paypal, please educate your staff about this and provide a solution they can use for return/exchange with paypal payment.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

Bye Felicia

Zollie Boy

Sephora Customer Care Review

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I ordered a product online I didn't like it wanted to return or exchange for something else. Now I know this time of year is so busy...but I have never been treated so rudely.. sad because I shop there so often now I only feel like ordering online. This was in JcPenneys in Brighton Co.
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

Rude salespeople

The attitudes of the staff at sephora in Scarborough Ontario is appalling. They laugh at and make fun the customers not only behind their backs but right in front of them. If you ask a question you are made to feel ***. These people are supposed to supply a service ( doing your make up) and provide knowledge on the products. This location is full of stuck up snobs. They could use a crash course on customer service and how to treat paying customers. We are long time customers both myself and my daughters but Never again will we return to sephora
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Cons:
  • Service
  • Poor customer service
  • Rude customer service
Reason of review:
Poor customer service
Anonymous

Sephora - Vib Rouge Membership Review

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I have never dealt with a worse company. I wonder why they are here.

Briefly, i live in nyc and am close to many of their stores and it's convenient to shop there. Supposedly i have amassed thousands of points, im a "rouge vip" customer BUT they cant seem to get my emails to me and i never get the 20% discount or any sale notices. The store keeps saying im on the email list, they keep re-registering me but NOTHING HAPPENS. Tonite i found out there is a 25$ discount being offered...i never got the email.

I called the 877 phone#. The girl was rude and when i requested a manager...she transferred me to a voicemail survey. They ought to take their whole business model and trash it. It's not worth our time or money.

Bloomingdales appreciates us more. Im done with them....their stores are dirty and unsanitary anyway.

Goodbye Sephora. Shoppers ...beware!!

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Reason of review:
Poor customer service
Anonymous

Sephora Customer Care Review

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Sephora at Cordova Mall Pensacola Florida. Great staff, prompt service, polite employees, hassle-free returns. Variety of products always available. Very pleased to do business here. 5*
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Reason of review:
Good customer service
Anonymous

Sephora lied about why they did not use expedited shipping per promotion!

Wow, this is the first time a company actually flat out LIED about why they did not use expedited shipping during a promotion which stated if I buy a certain dollar amount, they would pay for 3-day shipping. One week later and it is still not here. When I asked customer service why they did not honor their expedited shipping promotion, I received the letter below....which is a total lie! The items listed on hazmat shipping conditions are items in aerosol cans and nail polish (items that can rupture/explode under pressure), etc...NOT EYESHADOW! Just to be certain, I contacted Urban Decay directly and asked if the NakedPalette2 is on the hazmat list and they told me NO, it is NOT and ! I can't believe Sephora lies to their customers rather than admitting a mistake. I will be shopping elsewhere, where I am considered an important customer!

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Response By Email (11/21/2016 10:36 AM)

Thank you for contacting us regarding your recent order.

We apologize for the confusion surrounding the situation. We make every attempt to ensure accuracy. Your Urban Decay Naked2 was a Hazmat item which increased the shipping time of your item.

Due to strict U.S. Department of Transportation air transport regulations, certain products containing hazardous chemicals such as fragrances may only be sent via ground transport. This may increase delivery time, but is required for safety reasons. Please be assured that items marked hazmat are those which are regulated by the U.S. Department of Transportation for travel safety reasons, and does not refer to the safety of using products provided by Sephora. In some cases, the delivery time may take up to 7-9 business days.

We apologize for any inconvenience this may cause and thank you for your understanding.

If we can assist you further, please contact us again by replying to this email or via phone at 1-877-SEPHORA (1-87*-737-****).

Regards,

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1 comment
Guest

https://www.bbb.org/greater-san-francisco/business-reviews/skin-care/sephora-in-san-francisco-ca-17501/reviews-and-complaints

Anonymous
map-marker Nashua, New Hampshire

JC PENNEY Nashua Nh Mall

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The little children who work in this Sephora need some training! Especially the little Spanish girl named ALLISON.

Instead of helping us when we went into the store requesting a sample of something I may have been interested in buying, She insisted numerous times we go to the big Sephora because they carry what we were looking for. I requested to her to suggest a different item since they have different brands that could compete. She must HATE her job and be to worried about the product running out for her and her family members to take unlimited samples home. I have spent over $3000 in this year alone and the year isn't up.

I have no problem taking all my money to ULTA, Nordstrom or other competitors. I also have no problem using my voice and letting everyone online and in person know how Sephora hires these little girls and expects adults to go in there and make large purchases when they clearly don't want to be there or making sales. Sorry Sephora, I can NOT raise these children you hire in this location as well as shop. I don't have the time for it.

Allison needs some training! I ain't the one!

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Cons:
  • Rude employee allsion
  • Rude employees
Reason of review:
Poor customer service

Preferred solution: Customer service to call me!

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