Sephora suffers from significant operational and customer service failures that undermine its product quality reputation, reflected in the 2.4/5 rating where delivery issues, refund delays, and inconsistent staff professionalism dominate complaints.
What customers love
Common concerns
Customers mention
Best selection! Always helpful workers and can always find a sale
Had a great experience at Sephora Metrocentre tonight was looking for the green packaged eyeshadow. Told Steph and she knew exactly what I wanted we tried some shades and picked 2 of them then saw the lipgloss found frosty bi**h and loved it so I got that aswell. Thank you Steph for your help. I will be back for the body glitter thing lol.
I have been a loyal customer of Sephora for decades and have spent a lot of money here. However, based on principle alone, I refuse to buy anything at this store again. I’m not one that returns product often. I went into the Bedford, NH Market Street location (no, not Kohl’s) to make a return. Apparently, I was 2 days over their 30 day return policy, yes- 48 hours past. They wouldn’t allow me to return the unopened items, because it was 2 days past. I asked if there was any way to override this, as a loyal customer, I didn’t know about such a strict, small window of opportunity to return items. My items were unused/unopened. I had the receipt, and of note, there was NO RETURN POLICY LISTED ON THE RECEIPT FOR CUSTOMERS TO READ THAT SAID THERE IS A STRICT 30 DAY WINDOW OF RETURN AFTER WHICH TIME NO RETURNS OR STORE CREDITS WOULD BE ISSUED. Nope, they refused, wouldn’t even take back the items and give me a store credit, which still allows Sephora to profit. I called Sephora customer service and the agent in the phone stated the same as the Bedford Store Manager. I believe 99 percent of businesses can override these things in their system or in the very least to keep a customer happy and coming back, offer some sort of solution. Maybe an in store gift card or a discount to be used at a future purchase? Instead, they offered nothing, but “I wish there was something we could do for you, but unfortunately there isn’t”. So now I refuse to purchase anything from Sephora again, just in principle alone and such an awful customer service experience.
Sephora is rated 2.4 out of 5 from 18 verified customer reviews on ReviewTerminal — rated Poor. 33% of customers gave 4 or 5 stars.
Sephora has an average rating of 2.4 out of 5 based on 18 customer reviews on ReviewTerminal.
Sephora has 18 verified customer reviews on ReviewTerminal. Every review is from a real customer and is published without company involvement.
Based on 18 verified customer reviews, Sephora holds an average rating of 2.4 out of 5 — rated Poor on ReviewTerminal. 33% of customers gave 4 or 5 stars.
