SEPHORA — Attraction in Sugar Land

"Online Order Experience Review: Disappointed with DoorDash and Sephora Customer Service

I placed an online order with Sephora on April 14th totaling $308.21, with eight items to be delivered to my home and three to be shipped. To my dismay, DoorDash was assigned as the delivery company, a choice I wasn't informed of until after hitting submit. Knowing DoorDash's reputation for employing less-than-reputable individuals, I was apprehensive. Unfortunately, my concerns were validated when at 3:54 p.m., I received a cancellation notice from DoorDash.

Contacting Sephora's customer service only added to the frustration. The representative seemed more interested in talking over me than resolving the issue, eventually hanging up when I tried to explain the situation. After leaving a detailed negative survey, I called back and thankfully connected with a more understanding representative who promptly refunded my money after researching the situation.

Seeking further assistance, I requested a supervisor from Sephora the next day, only to encounter more resistance. While eventually receiving an apology, the supervisor claimed the refund had to come from DoorDash. Calling DoorDash, I reported the incident and was assured that the driver would face consequences.

Both companies seemed to deflect responsibility for the refund, leaving me caught in the middle. It was only through the persistence of the second Sephora representative that my refund was processed promptly. Despite the ordeal, the silver lining was seeing the refund posted on Monday.

While considering pursuing criminal charges against the driver, this experience highlighted the need for Sephora to improve its customer service and show more empathy towards loyal customers. Moving forward, I hope for smoother transactions and better support when issues arise."

This Sephora location has truly went down in...

This review is meant more for Sephora brand than this particular store. The return policy is 30 days now. If you order online it’s from date of purchase not date received. I started a return on the app 2 days before the 30 day mark, it was a Monday. I work a full time job and have a family. I am home on Fridays. I went first thing Friday morning to make my return with the barcode I received in the email. I made the incorrect assumption that because I started it 30 days and was timely about coming in as soon as I could, I could make the return. It was no longer valid. NO WHERE in the email did it say come in by 10/1 or it was no longer eligible. The store has no exceptions policy. Fine. I call customer services and fun fact, if I’d have chosen the fedex option, as long as I come in at or before the 30 days it’s acceptable even though they’ll likely receive it a few days after. So it can be a few days late due to shipping but not acceptable when I start the process in time and come a couple days after. It would have been helpful for this to be in the email so I would have known very clearly I needed to come into the store by a certain day. Sephora make up brands are not cheap. The makeup was gently used and led to skin irritation. Also this is a relatively new policy. It’s all just very upsetting and I rarely shopped there anyway bc of price point and this just leaves a poor taste in my mouth. The people who helped today were pleasant and respectful but Sephora as a whole should be clearer in their emails as opposed to leaving it up to customers to read the fine print or make the...

I would put zero if I could... They applied to their credit card under false pretense by saying this was only a 'discount card'. They did this to my mother, however as she is a non-resident, she couldn't apply... however, they offered to get her the 'discount card' if she could provide my details instead and apply on my behalf. I'm a male, half her age, we don't even share the same last name. I was not present, no ID shown... Borderline illegal... Next day when she realized it was indeed a credit card, after receiving and email for the Credit Card application and went back to the store, the manager, Tommy, said to her: How could you think you could get a 25% discount without applying to the credit card? Implying it was my mother's fault in the first place when they are the ones tricking customers to get a commission on the credit card. This is abuse to a tourist and an older person that does not understand how things work, although she did ask explicitly if this is as a credit card and was reassured it was not. Sephora should be ashamed. They claim to build inclusive environments for employees, consumers, and communities via...