SEPHORA UK Reviews 

Order is missing and no contact #101817****

I’ve been trying to contact in multiple ways and no response but my order was ordered for next day and it never arrived. I’ve contacted multiple times with no answer and I don’t know what to do from here!!

Great product and fast delivery

I had a problem with my order not being delivered, once contacted Sephora sent a duplicate order out on next day delivery.

I didnt get the package i just got a message saying it delivered but not to me!
Super disappointed!

they delivered it to me during the time promised nothing was damaged and everything i ordered was there

Quality products . Good delivery.

I love Sephora. I can’t believe I only just started shopping with them this year. Delivery is top notch. I love their free standard delivery and the free locker collection. I love their deals across well known makeup brands. I love the range of products they sell which I can’t get elsewhere without extra shipping charges and wait time.

Pressed in error. We are very disappointed that, having ordered a voucher to be delivered by post, for my Granddaughter's Birthday, we were informed it would be delivered by Evri and it still has not been delivered. I have emailed you and am still awaiting a reply.

I ordered an aftershave for a present and paid £4.95 for next day delivery. The tracking stopped at 11.55am on the day of delivery and has not been updated since. I have tried to contact them by email but no response so i tried the web form and it will not send, just keeps showing a message saying refresh screen and when i do it clears down my message. I've tried the link to Facebook messenger and that doesn't work. I'm out of pocket almost £70 with no communication from customer service and no idea where my order is.

As a reply to Sephora, the issue was being sorted after I posted this review but the replacement order has now also been held as an exception by Evri so the chance of getting that is also slim

Paid for next day delivery, order did not turn up the next day, days later and it still hasn’t been delivered. Tracking just says delayed and unable to get in touch with Sephora their issues form doesnt submit, emailed them no response and their live chat does not work, been trying to get in touch for days with no success both through their app and their website. Beginning to wonder if it’s hacked or something.

Very slow customer service response. Taking days to respond. No phone number to call. I was sent the wrong shade for my estee Lauder foundation, it should be a quick fix, and i'm now a waiting fir them to check with warehouse and could be another five days while they check with the warehouse. I don't understand why they can't just send the correct shade.

Still currently waiting for a customer service adviser to even contact me in regards to a missing ordered that states delivered but I haven’t received, emails saying sorry it’s taking longer to get to your query… 4days and I can’t even get through to anyone to try and sort?!!!!??? Customer service definitely needs to be looked at for customers!

On Monday 19 Oct, customer advisor Tarnia officially confirmed my order #1017931160 was lost in transit and asked me to reply with my home address for a replacement under Ticket #4446965. I replied immediately with my address. It has now been 4 days and multiple follow-up emails with zero response, zero replacement order created, and zero tracking. There is no phone number or live chat to contact anyone. I need this replacement Hourglass palette dispatched immediately or a senior supervisor to respond to Ticket #4446965 today.

I didn’t get my ordered Dyson from Sephora. I got the wrong item. I emailed many times for Sephora but i didn’t get any reply from you guys. I paid 494 pounds for the Dyson and for the premier delivery too. But the parcel came late and also I got the wrong item. Where is my money? You guys are not providing better customer service for online customers. I need my money or product back. Yesterday I send the wrong item to Sephora. Please , I need my money or product back. I ordered my item for my wife’s birthday.you guys don’t know how is my feeling. Don’t do this again please.

I kept seeing advertisements for Sephora and two products came up that I was interested in. So I signed up with them and placed an order. I like the fact that there is a wide range of products to choose from. I also like how the site is designed too. After placing my order I noticed it didn't take long to be despatched, excellent. I now have my order and the eyeshadow shades look like the online pictures, which I am very pleased with because they are light with one dark. The packaging for the R.E.M Beauty prime pallet is lovely and so is the pallet itself. I prefer light shades to dark. I am going to be ordering more from this site. Excellent!

Delivered on time, lovely product, would recommend to anyone thank you

I have NOT RECEIVED any Sephora toner yet.
Where is it please. I have ordered the large bottle £31.00.
PLEASE find my order and send it to me quickly, I can’t
afford to lose that money that I have paid to you.
Thank you, Caroline.

My grand daughter is very happy with the product.

Quick delivery, lovely packaging. Amazing products.

Title: £235 spent on my first order — incredibly disappointing customer service

I recently placed my first order with Sephora, purchasing their £235 beauty advent calendar. What should have been an exciting experience has turned into an extremely disappointing one.

Before placing my order, I registered for Sephora’s loyalty programme and checked how best to place my order to qualify for the promotional 400 loyalty points.

When the points weren’t awarded, I contacted customer services, explained the situation and provided screenshots supporting what I was saying.

Unfortunately, rather than properly investigating my concerns or acknowledging the evidence I’d supplied, I received responses that left me feeling dismissed and as though my concerns weren’t being taken seriously.

I’ve had to contact Sephora repeatedly to try to resolve something that should have been straightforward. I’ve also tried contacting them through Facebook Messenger, where I’ve experienced further difficulties getting a response.

I’ve now escalated my complaint, but the fact that I’ve had to go to these lengths over my very first purchase is incredibly disappointing.

Spending £235 on an advent calendar was a considered purchase, and I was genuinely excited about receiving it. Unfortunately, the customer service experience has completely overshadowed that excitement, to the point where I’ve considered returning the calendar altogether.

I appreciate that mistakes happen, but it’s how a company handles those mistakes that matters.

At this stage, I feel that Sephora has failed to provide the level of customer service I’d reasonably expect, particularly when I’ve made repeated attempts to resolve the issue directly.

I hope Sephora will finally take my complaint seriously, investigate what happened and offer a satisfactory resolution.

I would be happy to update this review if the situation is properly addressed, but based on my experience so far, I’m extremely disappointed.

Update following Sephora’s response:

Thank you for acknowledging my complaint.

My order number is 1016960624.

I appreciate your apology and your willingness to investigate. However, I have already contacted your customer service team several times, provided screenshots and explained the situation in detail, without receiving a satisfactory resolution.

What has disappointed me most isn’t simply the missing loyalty points, but the way my concerns have been handled. This was my first Sephora purchase, and spending £235 on an Advent Calendar was something I was genuinely excited about.

Unfortunately, the experience has been completely overshadowed by the customer service I’ve received.

I would really appreciate someone properly investigating the matter, reviewing the evidence I’ve already provided and offering a meaningful resolution.

I look forward to hearing from you.