Sephora Online Store

I wished to order an item click and collect but the item had been mistakenly put as delivered. I tried leaving a message online via the suggested onlinevl method but got an error message and wouldn't let me post it. Tried calling a number of stores, but speaking to someone on the phone is like pulling out hen's teeth. No number to call head office either. I wish I could give 0 stars as 1 star is a rating Sephora really doesn't deserve.

What a scam this company is. You go online to order something and I ask you to download the app and tell you you can get a 12% discount if you order through the app. I downloaded the app and place my order and guess what, there was no 12% discount. I contacted them to tell them about this issue and they said when you receive your order, finish… Read more

your order number and we will refund you the 12%. I received my order and sent them the order number but surprise, surprise, I have to jump through more hoops. Now they want photograph of the items to prove that I have received them even though their courier company can provide them that information. Also, I have already used one of the products because they took days to reply. Do not fall for any of this companies suggested discounts. They will never give you anything for free. They are a disaster of an organisation and I will never buy from them again.

They could not change my delivery address 10 minutes after me placing the order. I said the label has not been created.. I know you can change and they straight up refused. I work in an online warehouse so I know exactly how it works and that is diabolical service. What if my parcel is going to an ex domestic abuser? Thanks, Sephora (sarcasm)!

Oh god I wish I looked here before purchasing from Sephora I purchased 3 adventure calendars as they had a promo buy 3 get 1 free Surprise surprise apparently you had to add 4 to your basket to get the free one?? Wth ‍♀️ so I cancelled that order in… Read more

minutes - nope but luck you can’t cancel within minutes simply do a refund later So I follow there advice add 4 to basket get 1 free yep Then to deal with the return omg it would have been easier to extract my own teeth. The pain I return following their instructions with photos label requests etc etc nothing quick all slow but yep I rerun the 3 advent calendars They email me saying thanks for the 1 advent calendar WTH I will fe following up the whole debacle with ACCC if I don’t receive the full refund I’ve got the whole long winded painful transcript I will never step foot in Sephora again or allow my kids too.

Worst Customer Service and Ethics ever! Zero stars if I could! No one to speak to settle things. I forgot to add a promo code and they said the order is being processed and there is no way to update it. So I have lost out on a free gift. Every other online company has a procedure for these types of errors. On another occasion the makeup palette I… Read more

purchased irritated my eyes which would itch and water. The request to provide evidence involved me having to send in photos of my eyes amongst other requests. This is a deliberate way for them not to refund purchases. They don’t take calls. There is zero care factor for the customer. I lodged a formal complaint and to date have not been contacted, not even an acknowledgment that my complaint had been received. I am a gold member and have spent so much money supporting this company. For them to cheat me out of a gift is unconscionable. From now on I’ll be ordering directly from the brand websites. Adore Beauty, Mecca and Cult Beauty have excellent customer service.

I received a product unopened for a refund As soon as I opened the box it was NOT taped down to show them a photo unused Sorry you opened it we can’t refund you Seriously. That’s why I love MECCA opened and return you get a store credit. These guys are woffle. MAYBE SEE YIUR REVIEWS HOW BAD THEY ARE. Show details

Shopped on the app, during 1st day of the recent APPEXTRA promo. Spent well over double the required amount. Selected 4 free gifts and checked out. No bonus items included on order confirmation or received in package. Contacted customer service who claimed I never used the promo code. Was sent a redacted copy of the chat transcript with my… Read more

final negative comments removed. Was emailed a survey a day later about my customer service experience. When I went to lodge my feedback (only 1 hour after survey was emailed to me) the survey had suspiously already "closed".

Received a sample that had previously been opened. Asked by email if they could please send an unopened one. Because it was a sample, they replied, I could not have a replacement. That is the short story. The long story involved several emails and a demand for photos which were irrelevant anyway. An enormous and callous waste of my time. Wish I had seen all the negative reviews here before buying from them. Will never shop from Sephora again.

I ordered and paid for products on 26 June. I was informed that they were dispatched on 27 June, expected delivery by 7 July. It's 21 July and I still have not received the order I have paid for. I have repeatedly contacted Sephora by email. There is a telephone number but conveniently it doesn't work. Firstly, Sephora refused to answer my… Read more

question regarding whether the order had been dispatched. The Aus Post app clearly shows that Aus Post never received it. Nevertheless, Sephora insisted on chasing up the 'courier', blaming said courier for not replying. Sephora then finally admitted that the order was never dispatched.

I have requested a refund, which they are refusing to initiate.

I have informed them that as a business with an Australian ABN they are required by consumer law to provide a refund as my order has not arrived within a reasonable time period. Sephora seem to be of the opinion that they do not have to comply with Australian law.

If this is not resolved within one working day, I will report Sephora Australia Pty to the ACCC.

My 12yr old daughter got a gift card for sephora for her birthday she was over the moon to be able to get the skin care products she's been wanting she placed the order no problem the parcel got 1 town away from us was sent back to sephora when we emailed sephora they said the address was undeliverable they refuse to give my daughters gift card back we are now seeking g legal advice as the customer care number is disconnected Show details

Oh no no! – This company is unbelievable, you purchase products that are put down as available, pay for them and not only do you not even receive an email from them that a product is unavailable, and give you the option to cancel the order or swap yo something else, you just don't receive it. When they do the buy 3 and get 1 free, that 1 free item is never… Read more

available, yet it is still on the site for sale. I have now learnt to photoshoot for evidence, and let's face it you have only needed 1 item but think ok I'll fo this only to be ripped off. Customer service is disgraceful and basically never actioned. Unfortunately there are some products I have to buy from them as they're the only stockists in Australia. Now let's get into the bonus beauty points....you choose an item thinking great what a bonus, only to once again not receive it but they take your beauty points and trying to get them back is like trying to win tattslotto!! And I'm not kidding, even their birthday gift bonus for spending so much money with them is never available either, always some error. I wish companies who solely deal with them would read reviews and list their products with other retailers as they'd do a lit better. The amount of people I know that have turned their backs on this company is unbelievable, and soon I'm praying to be 1 of them. I can't wait for the day that companies that only stck with them do branch out as Sephora will drop off the map

Shoes Fell Apart, No refund – Shoes completely fell apart after 3 weeks. Stone-walling response to emails, no follow up, no refund. I wish I had read reviews of them before buying, as I would NEVER have dealt with them. If their marketing about having to close down due to competition is true, that is the only thing that makes me smile. My money is gone. Don’t part with your money!

So slow, get your act together – So slow. 3 and a bit weeks for delivery of one product and two samples. I had to chase it up too. Get your act together. It’s only due to brand exclusivity that I order from you guys, otherwise I prefer Mecca (always quick shipping even standard delivery) or Adore Beauty.

They take your money and will not give you what you've paid for – Would rate less if it was possible. They used to be fairly decent - however they now appear to refuse to actually fulfil orders. They sent me the "free gift" part of my order but did not send the actual products that I had paid for. Was having to chase customer service down for over a month to no avail. They would not help, kept being… Read more

stonewalled and told "we'll get back to you in 24 to 48 hours via email" they didn't or "we're waiting on an update from the warehouse" apparently it takes over a month to get an update as there is still at the time of writing this no update.

At this point the whole thing is essentially a scam. They refuse to provide the items that I have paid for and refuse to refund.

This order was supposed to be a Christmas present (they lied about when it would arrive by to as its well past Christmas and I still have no order). I have had to spend even more money to replace it given the fact they never bothered to actually provide it. I am now out extra money as a result because they are holding the money I paid to ransom and refusing to provide a refund even though they also won't provide what I paid for.

Save your money don't spend here and get scammed by thieves.

Big disappointment – Terrible customer service. I waited 20 min on phone just to hear that I should go on their website. Staff in the shop are not competent to help and support customers. Very disappointed!

Disgusting – Absolutely disgusting costumer service. I ordered a perfume for my mum 2 months before Christmas! To make sure i get it in time. 1.5 passed they dont even know where my parcel is. They cant refund me, they cant send a replacement. They are useless when you talk to them online. I can’t afford to buy my mum something else so I am going to be… Read more

embarrassed because of Sephora lack of care. Absolutely hate my experience with online purchase and would never ever buy anything from them.

Shame on you Sephora.

Fake sales! Rip off – Worst experience I have ever had. Like Cindy, I ordered 2 calendars for Brisbane delivery which never arrived even though they said they did but couldn’t prove!!! Exactly the same experience with back and forth emails and excuses. A Total rip off, lies and still out of pocket!! Please don’t waste your time and money on this fraudulent service, seriously not worth the headache!! Claire

Disgusting Service – The most awful online shopping experience I have ever had. Ordered a Sephora event calendar and was tracking its progress to my door in Western Australia . I Noticed the date it was due to be delivered and despite being home all day the item was not delivered however the tracking iprogress changed from in progress to delivered. Contacted support… Read more

team and they said it was delivered. I said I was home that day so could they provide me with any proof whatsoever that it was delivered to my address. (I also have cameras at my house so am certain it did not get dropped off.)They could not provide proof of delivery so after many back and forth emails I was offered a 50% refund. Refund still not received and now I’m told that the refund failed (yet they had no issue receiving my funds) and that they will process it again … not holding my breath ! Very very disappointed and will NEVER order from them online ever again!! Disgusting service!!! Do not waste your time and money !

Deceptive Company - Worst online shopping experience and the worst customer service – Ordered 3 items for delivery (Christmas present for my daughter) , at checkout it advised 1 of the items was click and collect only, so I changed the whole order to click and collect and it advised all 3 items were available, made payment (on my card) and received email 2 days later stating only 1 item was available (not the one that was… Read more

originally advised as being click and collect only), the other 2 were unavailable, no mention of when refund would be forth coming, approx. $150.00 , I assumed store would know on pick up. Boy, was I wrong! The store (Macquarie Park) had no idea and just could not care, said to lodge a complaint online that they were too busy to deal with it.

I got home, lodges an online enquiry, after several useless emails from them, they told me to email them from my daughters email as that was the account used, even though I advised them I used my card to make the payment and only used her account so she could get her loyalty points. They have not responded and it has been 10 days since the original purchase.

This is by far the worst online shopping experience and the worst customer service I have ever experienced.

Find somewhere else to shop!

The practices they employ are deceptive, misleading and fraudulent, I now have to lodge a fraud claim with my bank and a complaint with the Dept of Fair Trading.

I dont care what they sell as the experience is definitely not worth the amount of time I am spending to get a refund that I am entitled to as the products were never received, an absolute amateur Company!

Waiting 12 business days for order and it’s not even shipped – On the website it says 6-13 business days for your order to be shipped to WA. It’s day 12 and my order hasn’t even been shipped. This is absolutely ridiculous. In my app it says it should have been delivered yesterday- again, IT HAS NOT EVEN SHIPPED! This is so bad- terrible service.

Too long a wait for click and collect – Obviously should have read reviews before ordering. Ordered a click and collect from fountain gate store thinking it would be easy to pickup the next day. Rang and they told me they were busy. Could give me no idea when it would be ready by. Read their information about click and collect and they said in busy periods 24 hours. Is well past that… Read more

time still nothing. Messaged online and first they only respond during weekdays then someone did respond once and said 24 hours. Still waiting from Thursday night I ordered and paid.

Do not purchase through Sephora – Paid nearly 1K for an order with express shipping, still hadn’t been shipped and was expected a week ago. Lodged a dispute with my bank. No information on where my order is.

Terrible online experience and customer service – Terrible customer service. Placed an order online last week and paid extra for express shipping as I needed to travel overseas with my order at the end of this week. Received an estimated delivery date of 19th to 23rd October but it’s past the date and the order status still shows as ‘packing’. No response on the live chat or to the customer… Read more

service emails either! I will now have to travel without my products which were gifts for friends and family! Extremely dissatisfied with the experience and it has caused such an inconvenience!

One star is too generous - a dreadful online shopping experience – 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!