SEPHORA UK Avis 1 535

I placed an order with Sephora (FN95196088) and paid £123.60 for two perfumes:

• Laura Mercier Vanille Eau de Parfum 50ml - (61.60)
• Maison Margiela REPLICA Afternoon Delight Eau de Toilette 30ml - (£62)

With this order, I was supposed to receive the following FREE gifts and samples:

• Laura Mercier Evening Brilliance Eye & Cheek Set
• Sephora Exclusive Beauty Bag 14 2025
• Sol de Janeiro Body Lotion 10ml + Miss Dior & Sauvage Dior Duo Samples

When I collected my order on 1st October 2025, the Free Sephora Exclusive Beauty Bag was missing, One of the main reasons I placed the order in the first place. I was disappointed, so I opened a return the very next day (2nd October) and sent back everything I received, including the perfumes, the Laura Mercier free gift, and the free samples.

Now Sephora is refusing to refund me for the 2 Perfumes (£123.60) I sent back and they confirmed they've recieved btw) because they claim I didn’t return the Free Sephora Exclusive Beauty Bag 14 2025, but I never received it in the first place. How can I return something that was never sent?

It’s now mid-October, and my return has been sent to Sephora on 2nd October, yet I still haven’t received my refund. I’ve been more than patient, and this situation is extremely frustrating and unfair.

I’ve sent a detailed email requesting this to be escalated to a manager, as I’ve provided clear proof and followed every step correctly.

It's also a shame that Sephora is using Chqtgpt to respond to reviews here and just copy and pasting the same message to everyone.

I would like a manager to reply to my email urgently and process my refund immediately. Please ask a Manager to reply, I do NOT want anyone else to reply, I will keep emailing until I get a Manager. This level of service is not acceptable!

Probably the worst customer service Iv ever experienced.
Don’t waste your money on this site. There are plenty more to get products you want that treat customers with actual care.

Not acting within accordance of UK consumer law, my lipstick was faulty it stopped coming out of the tube after a while, I reached out to them via email & the employee said we have 30 days to get a refund. She kept re-iterating this but that applies to refunds. I had send a video of the faulty lipstick as proof.

Under the consumer rights act 2015, customers are entitled to a product that is of satisfactory quality and lasts a reasonable amount of time.

For non-perishable goods like lipstick, the law allows up to 6 years to raise an issue if the product wasn't of acceptable quality.

I received 2 emails from customer service saying she could not do anything because it had been longer than 30 days from purchase. Once I then sent her the above information I received the following reply:

“On this occasion, I can confirm a refund has been issued to your original payment method. Please note that in the future, we will not be able to refund you as due to our policy, as stated, We ask that customers notify us of any issue with their order within 30 days of the order being despatched.”

Unsure why she cannot comprehend a simple fact that faulty goods laws in the UK are not confined to 30 days no matter what Sephora’s policy is.

I am extremely dissatisfied with the customer service & can see this is how they avoid accountability - hoping people take the hit after the 1st email that gets refused.

Do not listen to their replies - if your product is faulty use the above information & get your refund.

Disgusting

EDIT FOR SEPHORA
I can see you have flagged the review saying you need more information, I have provided you with the order number but the issue has already been resolved. I am simply sharing my experience for others and do not wish to be contacted by you. If you were that concerned in finding out more, you would not have flagged my previous review which had the staff members name (first name only).

Ive never had such a bad experience ordering a beauty product. Next day delivery and I ordered my perfume on the 28th of September and still yet to receive. Been trying to resolve the problem and just been able to deal with robots and incompetent so called customer service.

Terrible service. Evri need to also take accountability as I believe they are also to blame. Sephoras customer service has been shocking. Spent hours trying to sort out and still not got more than would you like a refund or send delivery address.

I want it delivered to the delivery address given. Im still waiting 15 days later for something that was supposed to be next day delivery.

Good morning just to edit to my original post
My order number FN93905173
Just to say thanks for for the reply back I really appreciate for understanding my frustration. But still no response from Sephora Hopefully to hear back soon .
Hi , I mistakenly put a label on the wrong package of my daughter I am an anxiety and depression patient I went back to the store within an hour on realising but unfortunately they sent it away . I sect so many emails and tried calling on a number which is user busy all the time no response also no way to get in touch immediately I am still waiting for the response as the package I sent back worth around £250 I am so frustrated and feeling unwell such a big company and really poor customer services.

Absolutely fantastic customer service. When a gift I had ordered for my daughter’s birthday went missing in the post, Shannon in customer service was amazing. Communication was fantastic and she managed to arrange for my replacement order to arrive within 24 hours.

I ordered the advent calendar in a tin. It turned up dented and a couple of items, had been opened. Felt like a return that had been sent out again. I did report it immediately, but have heard nothing. I'm a stage 4 cancer patient, so don't have energy messing around returning things and chasing. Instead I've ended up with a defective item.

After posting my review 2 days ago, Sephora replied saying that their “ team has been in touch”. This is simply not true, nobody has contacted me, and there is no active email chain to reply to.

I’ve been waiting for months with no response to my emails, no help, and now I’m being told to follow up on communication that never existed. All I’m asking for is one simple thing: to have my account unblocked after Sephora’s own mistakes caused all of this in the first place.

Why is it so hard for them to do the right thing? Instead of addressing the issue, they just copy paste the same “we’re sorry” message and move on. Please, Sephora stop sending generic replies and actually fix the problem.

And do not your customers to send an email, when you do not reply.

After reading reviews on Trustpilot, I understand why Sephora refused to publish my review on their website.

I ordered a product from Sephora UK and was shocked to receive it without its original packaging. When I contacted customer service to ask about this, they simply insisted the product was genuine. That’s not the point—without the original packaging, how is a customer supposed to access the unique product code to verify authenticity on the manufacturer’s website or earn loyalty points? I raised a complaint ticket (#4041115 , which they closed without resolving the issue. I had to open another ticket(#4043138), and unfortunately in both cases the representative assigned to my case didn’t seem to read my complaint properly. Her responses felt like auto-generated emails, completely missing the core of my concern. When I followed up, I was met with silence—no effort to resolve the issue. I’ve returned the item and am now waiting for a refund. Once the refund process is complete, I will delete my account and never shop online with Sephora UK again. I strongly discourage others from buying from them. Their customer service is appalling, and it’s clear they hide behind their online platform to avoid dealing with genuine customer complaints.

I live in the UK and have unfortunately had to give up ordering from Sephora following multiple issues with delivery. I don't think this is all Sephora's fault, I believe the real fault lies with Evri but since Sephora offer no alternative courier and I go round in circles with Evri, with their customer service telling me that my complaint is with Sephora, I'm leaving this review. It's a shame as I think Sephora is generally a good company and offers an incredible range of products. I've had to switch to Cult instead, they use Royal Mail.

Worst customer service, cheap courier, £300 order lost and never reimbursed. I never write bad reviews EVER but this needs to be said. DO NOT buy from Sephora, they simply do not care.

I placed an order FN95260041 with next-day delivery, but the item was not delivered on time. I contacted customer service multiple times over a week requesting a refund, explicitly stating I did not want a replacement, but they ignored my request and sent a replacement anyway.

Attempts to reply to their emails failed, and I have received only automated responses. This has caused unnecessary stress and wasted a significant amount of my time.

Despite citing my legal right to a refund under the Consumer Rights Act 2015, the company continues to ignore my instructions. Their self-service options are useless, and overall, the customer service experience has been extremely disappointing.

I do not recommend purchasing from this company unless they improve their communication and customer support.

Raised an order a month ago which was a first one for me with Sephora UK and will be the last one. Never got a confirmation, tried to login using the details I had inputted, couldn't. Assumed that maybe I had inputted the email address incorrectly thinking that I can send some screenshots and it'll get sorted. So Went onto trying to contact the customer service via websites. On both occasions there's been no response and on both occasions I've doubted if the message even went through as you don't get an acknowledgement (not on the website nor via email). Went onto to dispute the transaction with bank which Spehora in return has disputed.

Been buying off of sephora for a long time as they have good deals, free delivery with MySephora (silver member), the customer service has always been great for me. A few months ago I ordered a lip liner which was broken & the replacement was lost as Evri claimed it was rejected (was never attempted delivery), they quickly offered another replacement or refund. Have always been really happy with my purchases

Twice my order has been lost then when it arrived there was missing products. Absolutely sick to the back teeth! Doesn’t even deserve one star!

Order Number- FN95068998

I placed an order with Sephora on Thursday 25th September for next day collection via Evri. The parcel never arrived, and no tracking number was provided.

Since then, I have reached out through two different email addresses, a message on Instagram, and reported the missing parcel through the Sephora app. Despite all of this, I have received no response whatsoever from Sephora.

It’s extremely disappointing to experience both a failed delivery and a complete lack of customer service. Based on my experience, I would urge others to be cautious when ordering, as getting support if something goes wrong seems impossible.

order FN94859677
I had order aftershaves with a combined value of over 400£ and I had returned them once I had returned all communication had stopped so now I have returned over 400£ worth of aftershaves and they have both the aftershaves and my money and they are not replying to my emails or anything
Any Sephora I know you are reading this review so I would like
My money back asap

I wish I read the reviews before placing an order. I received an open half empty shampoo and no replies to my emails. The phone number doesn’t work so it’s impossible to speak to anyone. It happens ex to someone else too who left a review. Never again - ticket number for my complaint is 4043842

5 stars because I received 5 star experience. I didnt know my email address and they helped me swiftly.

I will never buy online again with them again. I have a large order of several hundred pounds which has been lost. Despite trying to contact Sephora many times there is no response at all. The delivery company are no help either. I am now several hundred pounds down with no way to get a refund. Disgraceful practice from a big brand. It is ridiculous that I have to resort to a review website to provoke a response. Buyer beware and don't order with Sephora online. Order number FN94487151

Edited to add - it was only this review that promoted Sephora to reply - endless emails have been ignored. The matter has not been resolved at all - I have now been promised a new shipment which to still to arrive. My advice - buy with Cult Beauty or SpaceNK as you actually get products you have paid for.

Edited on 7th October - parcel has now arrived but only after this review - all communication with Sephora was ignored. I will not order from them again.