Sephora NZ Reviews 

I would give less than one star if I could. Several times I have requested to be waitlisted for a product and have never received a notification and when I emailed them about it they just said they “were working on it”. A few weeks ago I ordered a pressed powder that arrived all crushed up and I emailed them and at first they were good at getting back to me asking me to send pictures and then saying that they would arrange pick up of the item. It took a week without any communication for the product to be picked up and when it finally was I asked if I could be sent a replacement and after another couple of days responded they couldn’t do that and offered me a credit or refund and I said I wanted a refund. Well that was 2 weeks ago and despite numerous emails I have heard nothing. I got hold of them on live chat a week ago and they said they were processing the refund and would let me know when it was finalized but I haven’t heard a thing. I’m so mad, this has been the worst retail experience I have ever had. Mecca maxima is so much better even though it can be a little more expensive, orders arrive undamaged, within 3 days, and customer communication is so much better. Honestly don’t use Sephora.

The product we got was too large so we asked to exchange it. They said no to an exchange, but we can give you a credit and you can purchase again. It took about 20 emails to get the credit, by the time we did the correct size was out of stock. The credit lasts only about two weeks. We're in a situation where they have our money, we don't have the product, and we could lose our credit because of the very short duration of their credit and lack of stock. They have said "oh maybe because of the situation we can consider a refund" but they haven't actually done anything.

Three times during the process of trying to get a credit we got an email "we are closing your credit request because you haven't contacted us", when we clearly had, and had provided all requested information. The customer service is really not helpful.

Delivery to New Zealand is extremely slow, 2-3 weeks.

This is the worst online retailer I've ever purchased from, and I've purchased a lot online for many years. I won't go Sephora again, and I suggest they're best avoided.

Sephora NZ has the worst customer experience I've ever had.
I ordered an eye shadow pallette over three weeks ago with expected shipping time 3-5 working days; it hasn't even been processed yet!
I've emailed multiple times with the same answer "your order will be shipped to you soon".
When asked how long "soon" is, they responded that they will notify the team in charge of my order.
When I sent them a complaint I received an apology with a 10% off my next purchase over $50 code; as if I'll be buying from them again!!
Their online live chat is never live and there phone number always says they are experiencing high caller volumes which just directs you to the online contact details.
Ridiculous service, absolutely disgusting treatment of their consumers. I highly recommend buying makeup from alternative retailers.
Highly recommend laying a complaint to the commerce commission to anyone who receives similar service.

If I could give less than one star I would. I've been waiting for an order for 23 days... can't get a straight answer out of anyone. Tracking number was created 10 days ago and ive still got nothing. Sephora said it had been shipped, yet DHL has said that they've never even recieved the package.... which makes sense because it says waiting for pickup. .now they're offering me a credit for the original order, NOT a refund or replacement but a credit note!!??

Absolute crap customer service. Try to avoid buying here unless desperate for a product.

They don't fix mistakes or refund. I have ordered over $4000 with several orders a month for several years so I feel I am a good judge of Sephora NZ's bad service. Several times they went out of stock and did not refund me. Once I had to email them 5 TIMES to get back my $65 for a popular set that went out of stock. They ignored my first couple of emails then sent me 3 part payments of $40, $15 ect about a week after each email, hoping I'd not notice I suppose. It was a nightmare, checking the bank, documenting the errors and writing emails. I spent several hours to get my money back. I ordered a 500 point perk which they didn't bother to send it to me, and they admitted this, but refused to refund the 500 points. They offered me a 20 POINT refund instead to say how "sorry" they were. This seems a typical theme with them, just to claim they are sorry for my emotions rather than fix the issue to show they really care. I recently when through my point perk account, and I noticed several times they have sneakily deducted 200, 100 and 300 points from my account randomly for no reason. A few other times I discovered they did not credit my points after a purchase. Then I purchased a benefit brow product that got recalled for safety reasons (someone went blind?) and was told to throw it out. I followed their difficult instructions to get a refund, only to get an email weeks later saying I had to physically send back the product at my own expensive to Australia first which would have cost me more than the product was worth to send it mail internationally. Recently I ordered a pricey skincare set and one of the serums had leaked through the package, and they did not resolve the issue. When I clicked my email link I discovered they just "closed" the complaint as "resolved" when it wasn't. No compensation. One Kat Von D lipstick arrived with the box ripped open and one of the tips was damaged, as if someone had opened it to have a look - it would have been obvious it was tamped with when packing but they still sent it through. One Anastasia eyeshadow palette arrived with a color broken but it wasn't worth complaining as they do not resolve issues and it takes up so much of my time, so I repressed it myself. Another liquid cleanser arrived empty as the cap was loose and the package was covered with slimy liquid soap. Sephora New Zealand is not customer orientated. If you order from them for some time you're going to get stung, and they will try to wriggle out of every little thing till you say enough and order from Mecca or somewhere else. I order far less from them now.

I order from Sephora at least 3 times a month. Have had no issues. Shipping generally takes 3-6 working days. Love their products and their customer service is good.

I ordered from Sephora NZ website ages ago but they sent my parcel to Sydney Australia which was absurd as I ordered from Sephora 'NZ' website. I kept emailing them asking them to redeliver but they are not replying to my emails and my FaceBook post asking them about my missing parcel was rudely deleted! SO disappointing! They just want to grab people's money! No sense of customer service at all! I would tell people to go to Mecca website instead which I highly recommend, but NOT Sephora! :((((( Not worth it! :((((
I would give zero star if I could! Such a waste of time!!!!! :(((((

I have ordered from them three times and each time it's been a quick delievery, I have heard bad things about them but only experienced good things so I am very happy.

I will never order from Sephora again. Given they were a well known name I was happy to order from their NZ site.
However.
I ordered a mascara that I then reacted to. First they offered to refund me. Then they told me to send the product back. They refused to let me drop the item off to the courier myself, instead insisting the courier company pick it up.
They then tell me they'll give me a credit voucher - no thank you. You told me I'd have a proper refund.
It takes a week before the product is back at their warehouse. I'm then accused of sending a pair of binoculars to sephora, and that I'm to send them the mascara and they'll send me back my binoculars. I HAVE NEVER OWNED BINOCULARS?!
I've tried email, and phone calls, but nobody is prepared to admit fault and just give me my money back. Everything is "I understand, and I'll work on it. We're waiting for feedback from the warehouse" WHAT FEEDBACK?!
I'm still fighting to get my money back, it's been 3 weeks since this all started - and over a month since I bought the products. I'm at the point of swearing at them because I am that frustrated. There have been 30 emails and a 25 minute phone call. HOW IS THIS STILL GOING ON!?

I will never order from them again, and I suggest you go to Mecca instead.