Sephora Avis 

thier online service getting dishonest day by day no matter how long you have been doing purchase. simple example, they let you spend certain amount which will lead to gift , but once after purchase the time of claiming the GIFT, it ALWAYS SAYS OUT OF STOCKS and even your BRITHDAY GIFT ALWAYS OUT OF STOCKS, and now you go to mall in shop for the claim, they will always say SORRY ITS OUT OF STOCKS. to be honest, i already di fed-up their lies and dishonesty for their loyal customers!
i even dont like to open their website. their loyalty program sucks! to be honest right now UAE many big brands are coming up their own websites, why would i go to Sephora website to buy where i dont feel the loyalty from them. its better to go to other brands website where you will have full loyalty program and every purchase of yours properly responded and it has Value. if Sephora continues this kind of bad behavior , down the time of next 1 decades their online business and as well as their store business will move away.

I never thought claiming a reward I had already earned would turn into such a frustrating experience. Instead of simply resolving a straightforward issue, Sephora UAE’s customer service team kept sending me in circles with repeated requests while constantly reminding me that my reward would expire, as if it would somehow become my fault. It would have taken very little effort to resolve this, yet there was no willingness to help, no ownership, no urgency, and no real customer care.

Having dealt with Sephora USA customer service many times before, I can confidently say the difference is night and day. Sephora UAE’s customer service falls far below the standard expected from a global brand. Easily one of the worst customer service experiences I’ve ever had.

Yet another disappointing experience with Sephora online purchases. I place an order on July 18th with the expected delivery date for July 20th (the order included a birthday gift for two days later). By July 23rd, the order is still in preparation status. The customer service was unhelpful as always, stating that there is a technical issue that will be addressed within 7 full working days. I asked for an immediate cancellation and refund and was told that the cancellation will take 7 business days to take effect and to wait an additional 14 working days for a refund. What a joke. I asked to speak to a supervisor or to have corporate’s information as it is very unacceptable timelines and was met with the standard “these are our procedures”. For a big corporation like Sephora, the service is terrible and it feels like they are cheating and lying to customers.

so Sephora straight up scammed me. i bought Sephora favorites set that contain 6 products but when i received the package there were only 5 products and one product is missing (which is the most expensive one on the set) which is the NARS powder blush and when i contacted the customer service, they said they will send compensation of only 33 dirhams!! i told them i don't want 33 i want the missing blush or replacement of the set or even taking the whole set i don't want it any more and give me my money back but they refused!!! they said only option is to accept the 33?! this is straight up scam. and even when i told them let me speak to the manager they did not allow me

I went to Deira city centre ranch .I met Yin she is an extraordinary efficient ,polite and smart staff.Please do acknowledge the hardwork she put in.thankyou

I was asssisted by Michelle at Anastasia at the mall of the emirates Sephora . She deserves a raise. She’s super good. She knows everything about customer satisfaction and product knowledge so deep that woman can handle her own Sephora store and Jennifer at Tatcha is an other wonderful woman super kind . Walked us through all products with such a smile she deserves a raise too

I purchased two perfumes the day before yesterday and they don’t smell the same as the testers. And it’s Dior Joy and Narcess Rodrigues Patchouly private collection. I went to the store and presented the perfumes, they agreed and changed the bottles. But , the new bottles perfumes smell the same as the first ones.
I did call Sephora customer care and the same they only manage online purchases. I then try to call the store itself in Abu Dhabi and no one picked the call. I then call the mall customer care and made a complaint.
They said that the management will contact me shortly.
I paid over AED 1.7K for just bottles and have a liquid in them !?
Just so frustrated and disappointed.

I’ll try my best to either get the same smell as the testers or the money should be refunded.

Very disappointed with Sephora’s online service. I ordered the K18 AirWash Dry Shampoo (118 ml), but when my package arrived, I found a completely different product inside the box — a Bobbi Brown Skin Long-Wear Foundation placed inside K18 packaging.

The outer shipping package arrived fully sealed and showed no signs of tampering at all, which means this mistake most likely happened during the packing process at the warehouse or packaging facility. It is simply not acceptable to purchase one item and receive a completely different product inside the correct box.

What made the experience even worse was the customer service, which was completely unhelpful and disappointing. As a loyal Sephora customer, I expected much better quality control, accountability, and support from Sephora’s online service.

Shopping at Shrj Zahiya mall @ sephora was not exciting. Have been a regular visitor to Dubai Mall, MCC & DCC . Firs time I shopped at sharjah and was very unhappy. No gifts or samples, no engraving and not a friendly atmosphere like DCC or other malls. Very disappointed.

I am an employee at Sephora in Al Ain, and unfortunately my experience has been very disappointing.

During my time working there, I was repeatedly spoken to in a disrespectful way by a manager, often in front of other employees. The tone used was dismissive and made me feel uncomfortable and embarrassed while I was simply trying to do my job professionally.

I also tried to raise this concern with management, but I felt that my complaint was minimized and I was told that this is simply how she communicates. I expected a professional environment where employees are treated with respect, but unfortunately that was not my experience.

One incident in particular was very upsetting: a paper fell on the floor and I was asked to pick it up in a very disrespectful tone in front of others. It was humiliating and made me feel belittled.

I hope Sephora takes feedback like this seriously and ensures a respectful and professional workplace for everyone.

Absolute zero. Despite placing a birthday order with a giftcard relying it will arrive on the date as stated in the app (in Dubai) not that it was late and customer service tried to lie to me stating it’s already with a courier it’s just not reflected on the tracking app (it was picked up by the courier the day afterwards) but they also didn’t include a BIRTHDAY MESSAGE CARD. Kindly stay away from sephora in Dubai, perfumes are fake, as if we don’t come from Europe and we don’t know what a real perfume is abd for how long it lasts.

My experience with the online customer service agent has seriously undermined my trust in this company. I would not recommend them to anyone who values transparency, consistency, or respectful customer service.

Around 7pm dated 13.9,2025 i visited Sephora Dalma Mall to purchase Perfumes and some skincare. Mostly of the staff there are Moroccan and Egyptian who are so judgemental and will look at you like you cannot afford to buy there so what I did I approached two Filipina same as my nationality who are so accommodating and friendly. They assisted me very well and even offered me to do make over. The time Ms. Rowena from D&G started putting make up on my face those morrocan used to stare at us even keep on walking nearby us which i donot know what is their intention knowing that i went there to purchase not to chit chat only. They should atleast be friendly and be nice to us. Not only tonight it was happened to me that kind of treatment even before when me and friends went there they are not that approachable so what we did right away we left the store but only tonight I saw Filipina there so entered and purchased. I hope the management will see how those kind of staff is treating customers whom they thought who cannot afford to buy

Very bad customer service and call center are unprofessional . It’s frustrating that when you finally collect enough points, the shop says the item is out of stock, and by the time it’s available again, the gift has expired — so in the end, no gift at all.

I recently placed an order for four products through Sephora’s website. Since one of the items wasn’t available for delivery, I opted for the store pickup option and chose the Yas Mall branch. I went there last Tuesday to collect my order. After a short wait in line, an employee asked what I needed and sought help from a colleague, who told her to figure it out herself because she was with another customer. Eventually, I received my items and left.

When I got home, I discovered that one of the products (the Supergoop Glow product) had leaked all over the inside of its box. The packaging was chipped and damaged, despite the product seal being intact. I immediately sent an email to Sephora with detailed photos and a full description of the issue, requesting either a refund or a replacement.

I received no response.

By Friday, I called their customer service line. The agent who answered sounded pretty disengaged. I explained the situation, and she said she’d check the email I sent. After a short pause, she asked me to send an email with the photos , which I told her I already had. I repeated that I'd sent everything on Tuesday. She then put me on hold to “check with the department.” When she came back, she said that because I picked up the product in-store, I had to return it to that same exact store (no other location) to get a replacement. This completely goes against Sephora’s own statement online, which says defective items are eligible for a prompt refund or replacement.

With a packed schedule, I had to drop everything and go back to Yas Mall because I didn’t trust that I’d receive any further help from customer care.

When I returned to Yas Mall, a staff member led me to a woman at the register. After taking my number, she looked at my order and insisted I had picked it up at The Galleria and not Yas Mall. I was shocked. I told her clearly that I hadn’t been to The Galleria in a long time and had only been to Yas Mall earlier that week. She kept repeating that I must be “confused,” even after I described the other employees I had dealt with. The situation felt borderline gaslighty! I was being told I was wrong about something I knew for certain.

Eventually, I pulled up the confirmation email, which stated that the pickup was indeed from Yas Mall. Only then did she stop questioning me and ask her colleague to give me a replacement, saying she’d send an internal “email about it.”

The entire experience felt surreal. From being ignored over email to being dismissed and borderline gaslit in-store. I’ve shopped at Sephora Middle East many times, but I’ve never faced such poor service. I had hoped for better, but this was frustrating, time-wasting, and completely avoidable had customer care done their job.

Bought a Chanel palette for aed375 which was delivered to me practically pulverized. It was obvious something was wrong as soon as I opened the Sephora packaging box - the pigment was everywhere. It’s been weeks and I’m still waiting for Sephora to own up to their shitty product quality control and customer service. This is my third online order with them - so if these are the statistics and every third order is delivered damaged then I won’t bother ordering again.

This review is purely related to the gifts they give once you reach Gold tier.
They never have your gifts in stock special bigger brands. They want customers to roam at different store amd keep checking if the hamper is in stock. And 90% it never is! Rest of the stores they courier the hampers to the customer address. Where as at Sephora you receive gifts after a lot of hassle if you get lucky. I am just thinking what happens to those gifts 🤔 as they are mostly out of stock. Then why assign them!

Order has not been processed or dispatched yet still took payment. Chased customer services numerous times. And still zero response. They are not exactly the most competitive price wise either. So now due to this experience they have now lost a regular customer.

Terrible experience and never Sephora again ever! Needed a gift for a colleague’s celebration in the office and ordered the gift three days before. They promised 24 hours delivery but if took 4 days. It’s impossible to reach Sephora, telephone in customer service is not being picked up and they responded to my email 4 days later saying: we can see you received your purchase now so all is fine. Never again!

Two months and didn't receive my refund for a return item.
Be careful and avoid to get something from their online store!