Trust Score 74/100 · 7 sources · 520,077 reviews · updated 16 Oct 2026
Sephora reviews
In short
Is Sephora legit?
Sephora ratings vary widely by source. Customers rate the App Store app 4.88 (425,859 ratings), the Google Maps listing 4.4 (9,647), the Google Play app 3.87 (80,003), Sitejabber 3.06 (554) and Trustpilot 2.8 (3,868), where 61.8% of reviews are 1 star. BBB averages 1.06 from 84 reviews and 1,051 complaints in 3 years, despite an A+ grade. Praise centres on store advisors and selection, while complaints centre on delivery, returns and customer service. The reviews come from several countries, not only France.
Trust Score 74/100 from 520,077 public reviews across 7 sources, updated 16 Oct 2026. How we score
- Rating sources
- 7
- Ratings counted
- 520,077
As of 16 Oct 2026 · How we score
AI summary
Sephora ratings vary widely by source. Customers rate the App Store app 4.88 (425,859 ratings), the Google Maps listing 4.4 (9,647), the Google Play app 3.87 (80,003), Sitejabber 3.06 (554) and Trustpilot 2.8 (3,868), where 61.8% of reviews are 1 star. BBB averages 1.06 from 84 reviews and 1,051 complaints in 3 years, despite an A+ grade. Praise centres on store advisors and selection, while complaints centre on delivery, returns and customer service. The reviews come from several countries, not only France.
- Store advisors are often described as patient, knowledgeable and kind. Customers name good skincare, foundation and makeup guidance in stores in Paris, Italy, Romania and the US. Google
- Customers like the wide range of brands, including exclusive items that are hard to find elsewhere. A Champs-Élysées reviewer calls the range impressive. Google
- The mobile apps score well. The App Store rating is 4.88 and 60.9% of Google Play ratings are 5 stars. Users mention new arrivals, points, gift sets and easy shipping for people far from a store. App Store
- Some customers like the loyalty program and the free samples with online orders. Older reviews also describe easy refunds and exchanges. Google Play
- Orders arrive late, are lost, go to the wrong address or are cancelled. Customers say the brand often refuses a refund or replacement afterwards. Carriers named include OnTrac, Evri and Veho. BBB
- Customers report a strict 30-day return window. Several say it now runs from the order date, not the delivery date. They say managers cannot make exceptions. BBB
- Customers describe customer service as unhelpful, rude or going in circles. Some complain that AI chat comes before a human and that escalations end without a fix. BBB
- App problems are common in recent reviews. Customers report login loops, crashes, errors adding items to carts or lists, and the removal of the search-by-brand option. Google Play
- Some customers say prices are high and that samples and gifts have shrunk. Gift cards drained by fraud are also a recurring BBB complaint. Google
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 2.8 / 5 | 3,868 | 16 Oct 2026 |
| App Store | 4.9 / 5 | 425,859 | 16 Oct 2026 |
| Google Play | 3.9 / 5 | 80,003 | 16 Oct 2026 |
| 4.4 / 5 | 9,647 | 16 Oct 2026 | |
| Sitejabber | 3.1 / 5 | 554 | 16 Oct 2026 |
| Reviews.io | 3.4 / 5 | 62 | 16 Oct 2026 |
| BBB | 1.1 / 5 | 84 | 16 Oct 2026 |
Delivery, returns
and support
How is Sephora delivery?
Delivery is the most common complaint. Customers report packages marked delivered but never received, empty bags from same-day delivery, wrong items sent twice, and orders cancelled without notice. One App Store reviewer says a 3 day order became 7 days. The data gives no typical delivery time. A few customers say packaging was good or that the wait was worth it.
How do Sephora returns work?
Customers report a 30-day return policy and say it is applied rigidly. Some say the window now starts at the order date. One BBB reply from the brand says returns are allowed within 30 days of the purchase or order date. Other customers report a refused return despite a receipt, and a return that the distribution center said it never received. An older Sitejabber review praises easy refunds.
How is Sephora customer support?
Customers often describe support as dismissive, with repeated contacts and no fix. Complaints include being asked for bank details, claims about previous issues at an address, and refunds promised then withdrawn. Some customers praise polite phone agents and helpful service in older reviews. In-store staff get the most positive feedback, though a few reviewers report rude or inattentive store staff.
How is Sephora quality?
Few reviews judge the products themselves. Customers like perfumes, blushes and foundations. Complaints are about condition on arrival: leaking or damaged items, a cracked lip gloss, perfume that evaporated in transit, and wrong or defective products. Authenticity is not raised as a concern in the reviews read. Some Reviews.io entries are generic and may not describe Sephora products.
What customers say
about Sephora
They recently changed their policy so that the 30-day return window starts from the exact date you place the order, NOT the date you actually receive it in the mail.
You took the time to listen to my concerns and gave me excellent skincare recommendations.
I love Sephora I just wish everything wasn't so expensive .
my recent purchase has not arrived/ been lost by the courier and Sephora have made no attempt to respond to my concerned queries or rectify the issue.
love the app itself, but receive an error message to close the app every time I open it. Then it doesn't close.
If I ever am dissatisfied with an item I can always get a full refund or exchange easily & quickly.
Questions about
Sephora
Is Sephora legit?
Yes, Sephora is a real, established beauty retailer, and customers report buying from its stores and website. Trust is mixed. BBB gives an A+ grade but logged 1,051 complaints in 3 years. Trustpilot averages 2.8 from 3,868 reviews, and the Google Maps listing averages 4.4 from 9,647.
How long does Sephora delivery take?
The reviews give no reliable delivery time. Customers report estimated dates that slip, for example 3 days becoming 7, and some orders that never arrive. Same-day orders are sometimes cancelled. Others say shipping was good.
Can I return Sephora products?
Yes, within a 30-day window, according to customers and a brand reply on BBB. Customers say it can be counted from the order date, which shortens the time for online orders. Some report refused returns or returns the brand says it never received.
Does Sephora reply to bad reviews?
Sometimes. BBB shows a 50% reply rate and Google Play 31.9%. Trustpilot, Sitejabber and Reviews.io show 0%. Replies are polite but templated and often ask the customer to contact support.
Is Sephora worth the price?
Opinions are split. Customers value the range, exclusive brands and helpful advisors. Others call prices high, and one Champs-Élysées reviewer says value for money is not always the best. Some say samples and gifts have shrunk.
Ask the agent
about Sephora
Try one of these:
Sources
- 5953
- 4191
- 3127
- 2206
- 12,391
Brand replied to 0% of reviews
As of 16 Oct 2026
- 548,696
- 46,737
- 35,191
- 24,368
- 115,007
Brand replied to 32% of reviews
As of 16 Oct 2026
- 57,083
- 41,250
- 3475
- 2205
- 1634
Brand replied to 100% of reviews
Google Maps listing: Sephora
Rating data from Google · As of 16 Oct 2026
- 5193
- 487
- 328
- 232
- 1196
Brand replied to 0% of reviews
As of 16 Oct 2026
Brand replied to 50% of reviews
BBB grade A+, 1051 complaints in 3 years
As of 16 Oct 2026
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