Magdalena B.

Did you know that Sephora has a customer service policy that they can only help you once? After that, any problem you have with your order, it's on you. Sephora lost one of my packages (easily verifiable, given that my building has secure lockers with codes that send notifications to both the receiver and the delivery service), so they re-sent my order. Months later I ordered something else, and came completely broken due to poor packaging. I contacted customer service to see if they could send a replacement, showing them the pictures of the broken item the same day of delivery. They literally responded that "they couldn't help me because they had helped me before". Note the fact that replacing a package that was not delivered by the company they hire is a *favor* to me... unbelievable. After that, chaos. I placed a hold in my bank due to the fact they wouldn't replace or refund the item, Sephora LOST the dispute with my bank and they proceeded to place my account "under review" without telling me, so I couldn't place any online orders. I only found out about this six months later, when placing an order that never arrived (I received a confirmation email and everything). Sephora never told me anything about this, or how to solve it. I had to consistently talk to their customer service, where they told me multiple times they would escalate this and someone would contact me within 24hrs, but nothing happened. Overall, terrible customer service experience, and it's just not worth it. Their customer representatives are incredibly rude and unhelpful, and I won't be shopping here again.