Horrible Customer Service

[mbland]

I do not recommend buying from Sephora after my most recent experience. I purchased a bottle of Versace cologne for a 168.00 and it arrived broken in the box. I contacted you guys on 10-20-2025 and was told to return the broke bottle to usps and was given a return slip, I tried returning it and was told by usps they couldn’t except it because it was broke glass. I contacted Sephora on 10/23 and was told by a supervisor to send pictures of the broken bottle to the chat feature on your website. After sending pictures I was told by the customer service rep that the item would be reshipped . I then received an email from Sephora saying they weren’t going to reship or refund . I contacted again and was told to take the broken bottle to a Sephora store, I went to my local store inside Kohl’s and was told they couldn’t return it because they didn’t have a way to return in their system . I contacted Sephora again and was told there is nothing they are willing to do since I don’t have a local Sephora store. They aren’t willing to refund or reship the item!!! Never again Sephora will you get a penny of my money !

[mbland]

 

 

[LaurieBT]

@mbland, I'm sorry to hear this! It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with more your order number, I'll look into this.

Alternatively, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available. Thank you!

[mbland]

@LaurieBT @ PM sent 

[mbland]

@LaurieBT  I sent you a message last week and have received no response back! 

[LaurieBT]

@mbland, I apologize for my delayed response and I've just responded to your message. 

[mbland]

Your response was that you couldn’t help me ?! You said in your response that your corporate has been in contact with me but they haven’t !! I have heard nothing from Sephora except they aren’t willing to refund or replace! This is insane that you treat your customer like this ! No one in my circle will ever support Sephora again !