Sephora NZ Reviews 

Had no problem with Sephora offline stores across NZ but this is the first time I ordered online from them and shocked me how long they took to dispatch the order. Ordered on Sunday night (12th July) and wasn't dispatched until Friday afternoon (17th July). Didn't fault the courier company, just how Sephora's slow online order processing was a let down.

I wish I could rank their service below zero. I ordered $200 worth of items on 12th, 5 days later and multiple attempts to contact through their online and live chat regarding any information on my items and when they will be shipped ... and NOTING! The helpline send a copy-pasted automated message saying it will be shipped the nest day! But all lies. The live chat was just the same, if you are lucky and patient to wait for so long to get someone. They can't even bother to send me a message telling me what is happening to my order. This looks like a scam. They won't refund your money either. I am stuck and no phone number to contact them as well. Shame on Sephora. You are a disgrace.

My products look like they had been thrown in to a box covered with a scrap of brown paper. The products were all rattling arnd in the box which was squashed. This box contained over $200 worth of products. Im disgusted with the lack of care given. First and last time i buy online from Sephora. I will advise others to not purchase from Sephora.

Don’t order online from this store. I had reached out minutes after purchasing a product to change my address, but sorry - no can do!

Sephora NZ sold me a faulty product (leaking due to defective packaging). I provided clear evidence and they acknowledged the fault, advising they would refund once the item was “collected”.

They then provided a prepaid return label with the option to arrange collection or drop it at a depot. I followed their instructions and returned the item.

They are now refusing to refund me because they “can’t locate” the return, even though the entire shipping process was arranged through their system.

They are relying on internal policies and courier timeframes rather than complying with the Consumer Guarantees Act. Multiple requests to escalate this have been ignored.

I have lodged a complaint with the Commerce Commission and will be filing in the Disputes Tribunal.

Avoid purchasing online if you expect any after sales support.

Will never buy off this company. After having my card cloned and orders placed you think they can tell me where the products purchased illegally from my card are being delivered to. Nope. No help at all. Only worried about getting money until the bank reversed charges. No communication even after me emailing 3 times. Customer service is rubbish. Won't ever buy from them after this. If you have a stolen credit card this is your place to shop

Welcomed into store and quickly helped to find the product salt and stone . Then I was given time and advice by amazing staff on products I was interested in then offered a 30 percent discount . Whole experience was first rate so happy with the service at Sylvia park store

I went to Sephora Newmarket for a new foundation. I was helped by someone who was really helpful, but I questioned the colour matching, and was assured it was correct. After one use, and going into daylight, I could see it was entirely the wrong shade so I went to see if I could get the correct one. Sephora’s policy has changed, so there is no exchange if the product has been used. To a degree, I understand that but according to another staff member, I should have been offered a tester to use before opening the package. I wasn’t given that option. So, one use of the product and it is now in Sephora’s bin. I was going to purchase other product but left it all behind. I felt I had given enough money to Sephora with zero return. It was particularly galling to find out that the consultant who initially helped was a skin care specialist, not makeup. So disappointed with Sephora’s perspective of the lifecycle of the customer. Sorry Sephora, we are done. Back to Mecca!

Their return policy is so strict. I ACCIDENTALLY purchased a wrong shade and they refused to except an exchange. It was a gift! so sad. Should've gone to mecca

I purchased a hair oil that smells exactly like gardenias! It’s such a lovely lightweight oil, makes my hair look & feel healthier and makes me smell like my favourite flowers :)

I have never experienced customer service as appalling as this. I placed an order with Sephora well in advance and received an email saying, "Great news, your parcel is on its way," along with a tracking number. However, the tracking number didn’t work. After contacting the courier, I found out the package was still sitting in Sephora's warehouse and hadn’t been sent out.

Three days after the expected delivery date, I tried to contact Sephora. The only way to reach them was via live chat—no phone just email options or live chat. I have sent 3 emails and no response. The agent on live chat informed me they needed to send a request to the warehouse and that I’d have to wait another two days for an update. They couldn’t cancel my order or issue a refund. A week later, I still don’t have my item, no clear answers, and no one I can actually speak to for resolution.

I would strongly recommend avoiding Sephora’s online store or app. If you must shop, go to a physical store where you can deal with real people and get immediate service. Their online system is frustratingly inefficient, and their response to complaints is dismissive—"Thank you for your feedback" with no action to improve.

This experience has completely eroded my trust in Sephora.

Ordered a product online but later found out I was charged twice for it. I sent a complain and after two emails where the assistant kept insisting they hadn’t and I needed to talk to my bank, I received both items. I told them that as proof that they’d cleared charged me for 2 items and they asked for photos. After I sent the photos they said I could mail the product back at my expense and receive store credit or take it to a Sephora in Malaysia!!! (And get store credit). The fact that they were the ones who charged me for something I didn’t want, then tried to make look like a crazy person for complaining, and finally had the nerve to make me work and pay for the return only to get store credit to use in the same store that caused all this grievance is just amazing on all levels. I will keep trying to get a refund for the product I never meant to buy and never order anything from them again!!

I've been buying an eyebrow micro pencil product for some years now so I ordered two last time. However, were both faulty and the lead had no traction and fell straight out smashing on the tiles with both pencils. After a few emails trying to explain the issue and sending pics etc was told longer than a month since purchase so no refund/guarantee. I didn't accept this so over 10 emails later with pics, failed courier pick-ups etc am still waiting for a resolution. I recently changed my email so looked like I have only ordered a few times. Maybe this factored in? So stressful, far too hard, blame goes on customer and not on faulty product. Is the contact centre even in NZ? Are strange times at the top of emails and their replies don't seem to be grammatically correct in English or understand me. Very unhappy but still hopeful for some positive outcome. Be warned.... Update in the end they did refund but days of hassle with courier. Not a great experience.

I bought 2 products . First one was their own eyeshadow for $18.00. It fell out of container on my first use showing a mere half a mm of shadow!! What a rip.off. I’m used to a Mac eyeshadow which lasts for ages. 2nd product a bottle of “Straand”- the crown cleanse $31, totally useless. Save yourself the money. Buy Head and Shoulders for 7.50 does same job.
Took products back, but not within a month. Sorry I was having an operation and chemo for cancer. The new manager Nancy couldn’t leave her cushy office to greet me to discuss. Never going back. Too greedy and don’t care about their customer.

Extremely poor customer service and difficult to deal with when trying to get info on how to return a product . Even suggested I visit a store when she had made a.comment on my location and they do not have a south island store front.

Never had a problem, delivery fast and exactly what was ordered

Worst customer service I ever had. be careful when you put order online. You never can make a mistake and they don't want give you the money back. Delivery are supposed to be required signature but it was left in mail box side of road the product value over $140 they think it is still ok to leave like that.
Sephora Customer Service told me that Courier can leave parcels in safe places without permission in my living area. They use AI named Lady to response customers Inquiry That's why keep recieving blank mails when I ask questions via Email. I will never purchase anything from Sephora ever again.

Had what I needed and shipped reasonably quickly.

Great service! Ordered lip balm online which was delivered in 2 days. Lip balm is AMAZING! Will definitly be ordering from you again

Ordered a spray from Sephora NZ..the photos online don't seem high-quality which made me a bit sceptical. The parcel arrived within 24 hours of purchase. From Auckland to Northland. Automated tracking notifications were great.