SEPHORA — Local services in Mumbai

Very Disappointed with Sephora Store Staff And Sephora India’s Customer Support – Misleading Policies

I had a genuinely unpleasant experience with Sephora Phoenix Mall Pune and the their India support, especially regarding their handling of allergy-related issues. Despite their website clearly stating that they offer returns or exchanges within 14 days for allergies or other product concerns, they do not respond to emails or follow up on calls at all. I reached out multiple times after experiencing a reaction to a product, but there was zero communication or support.

What’s worse is that this isn’t just poor service — it feels completely dishonest, as the advertised policy appears to be just for show. For a brand that claims to value customer safety and satisfaction, this kind of indifference is unacceptable.

I’ve heard about other beauty brands, and in these type of cases, their support teams are quick, responsive, and genuinely helpful. Compared to them, Sephora India's service is shockingly bad. It's clear that they do not take customer concerns seriously, especially when it matters most.

Shop with caution. If you run into a problem, you’re likely...

Pathetic staff and service.. I made a purchase 2 days back and my money was debited by UPI.. There was fault in their system.. They said payment was not received in their system.. The purchase was over thousand rupees.. Frustated as I was.. I asked them to check by UPI transaction ID.. They showed no sympathy and told me that they can only check whether their system has recieved and Not possible to check by transaction ID.. They told me to come after 48 hrs.. I reached after 48 hrs.. No prompt response.. not even a sorry.. I went to store,. Again they said the same thing.. Rude anf extremely unprofessional attitude.. worst staff.. They were repeatedly calling their manager who was not picking the call.. after n hour he picked the call.. no assistance.. No response.. They did not refunded payment, neither did they checked by transaction ID.. no response that was even close to satisfactory… the result is that My money has been debited.. they cant check by transaction ID as per them.. no product and no refund. Extremely fradulent and lack of common courtesy…...

I just wanted to share a quick note about my experience in store. I came in mainly to swatch and see a few Sephora glosses and lipsticks that I already had in my online cart, I just wanted to check the shades in person before buying.

But while I was looking around, one staff member followed me, and then another came by and commented that the prices and shades are the same online, even though I hadn’t said anything about that. It just made the whole experience a bit awkward and uncomfortable.

As a customer, I should be able to swatch and explore products freely, that’s kind of the whole point of coming in-store instead of ordering online. It would be nice if the staff could give customers a bit more space while still being available if someone needs help.

I love Sephora and the range you offer, but I hope this feedback helps make the in-store experience more relaxed...