Sephora NZ Reviews 

Dreadful customer service. Where are the online responders to questions or returns? Not in NZ or Au for sure as the only responses I get are late at night. And they are completely irrelevant and vague. I haven’t received any credit voucher for returning 3 items, new and boxed. I’ve sent proof of delivery. Nothing happens as promised. Won’t be buying again.

Nothing is ever in stock, some stuff just stays permanently put of stock with no updates. I checked the Aus sephora for Fenty Beauty items and they have all of it available but for some reason NZ doesn't. It's not just a month or two it's borderline 8 months.

Prepare for your waitlist to become a graveyard.

Here thee lies all your makeup hopes and dreams.

The worst customer service !!! Trying to access live chat is a nightmare!

Extremely disappointed! I was enjoying shopping here until now, I recently reached the black tier status and can’t redeem my welcome gift because it seems to be out of stock or unavailable …. Pathetic honestly! If it’s a perk that is available to everyone that reaches the tier. The company should be keeping with the demands of the customer! you spend so much money to get to that stage and hope to enjoy the perks, only for them to offer a 10% voucher… which is pretty low of Sephora NZ tbh. I would expect they should at least credit like 250 points or something if they don’t have the gift. I assume it’ll be the same with birthday gifts too… honestly not worth upgrading to gold.

The staff were very helpful and easy to converse with, but not the store and site (when looking for desired products online) were not the easiest to navigate. The products were good and well-priced for the brand.

Placed quite a large order online which took ages to arrive after showing as ‘picked up’ on the tracking for over a week. Parcel eventually arrives with the box already opened, and after checking my items I noticed 2 out of the 8 which looked like they had already been opened and used. Contacted customer service who were prompt but completely unhelpful. Asked for photos of the damaged packaging which were provided, then days later asked for more photos. They finally sent a response saying I needed to send the items back or go in store (useless when I’m in Christchurch and the only NZ store is Auckland) because they need to see the products to check they are damaged/used. Not sure why they didn’t just say this in the first place instead of wasting time asking for more information. I think they are just planning to resell the items which is disgusting and I wouldn’t be surprised if I had been sent items which had been returned by another customer. Wont be ordering from them again.

Googled Olaplex no3. Found 200ml bottles for $44 on competitors sites, but saw $61 for 250ml. Link had a pic of a 250ml bottle, and the description read 250ml.
Unbeknownst to me when you click into their website and purchase it, it changes to 100ml for $61. So when only 100ml bottles turned up I emailed sephora pointing out that there was an error their end with info fed to Google search, and I feel duped and unhappy. I even sent screenshots.
I was offered the ability to return the products and a store credit only.
I emailed back saying I didn't feel that was fair as that was a hassle to me to take time out of work to arrange courier and I did not want a store credit. They also never apologized for the inconvenience of the mistake and said nothing about correcting it. That supplying the 500ml worth of product that I was expecting would be a much better solution.
Then dealt with manager called Erica who essentially told me to get stuffed by again offering me nothing more than a label to send product back for credit. Again, no acknowledgement of their mistake leading to the situation just 'but we don't stock 250ml bottles'. No shoot sherlock- also irrelevant.
I replied again saying that it was unreasonable, and especially to not even offer a refund or acknowledge mistake. No reply- the equivalent of fingers up from the customer service manager. Ive worked customer service, and I have to say Erica doesn't get it. I had to report the incorrect info to Google myself. A week after notifying Sephora it is still up.
Their prices are a rip off. Their customer service is horrid- hence the awful reviews. And they are owned by a billionaire luxury brand. Will not buy any of my skincare, hair or make-up products from them again.

I shopped many times via their website and absolutely happy to go back again. I got some free samples each time and I quite like the package - solid and neat. The delivery were great around 1week. They always have some great deals. I will recommend this website to my friend.

this place is honestly disappointing. From their rude staff in store i decided to go online only to find when i hit a status they dont have the free gift your meant to get so gave me 10% off instead then when I use my points for the free samples yet again they have run out yet so far my points have not returned to my account. So annoying its really just not worth being a member if you dont get the free little perks

I went to sephora “queen street” already knowing what I wanted to buy.. The attendant made me wait 30 minutes just to pick up the product.. until then I understood, because I saw that she was busy. When I went to the cashier I had to wait more than 10 minutes because there was no one at the front to make the payment. When the manager arrived I complained about how long I had been waiting and she responded with attitude saying “do you want to buy or not? You can leave if you want.” I was shocked by her bad mood and rude way as if sephora didn't need to sell!! I said I wanted to buy it, otherwise I wouldn't have waited 40 minutes in the store. Then she started to argue with me instead of just finishing my shopping.. I paid, told her I didn't want my receipt. She kept holding my purchases and made me wait for the receipt not wanting to give me what I bought. At that moment I was already so angry that I took the bag from her hand. A friend of mine was also in the store, so I had to wait… That's when two security guards showed up wanting to kick me out of the store!! ( at the request of the rude manager!) I am 8 months pregnant, I have never had such a horrible experience in my entire life, especially coming from a manager! Sephora definitely needs people who have customer service skills! This manager “Karuna” definitely isn’t fit to this role and needs to lose her job, otherwise who wants to spend money in such a horrible store! Nightmare.

Will never rely on this company again.

It's been almost a month that I claim a product I have not received. Sent the proofs that the courier did not follow a correct process as I did not sign for the parcel/ give authorization for someone to do in my behalf. All that I receive from them is emails asking me to wait a couple of days for an answer. So disrespectful and frustrating. I wanted the product and now all that I want is to not lose money and this situation to finish. Have been patience and collaborative but after noticing the lack of real assistence I just want this to end and justice.

I didn't check the reviews prior to buying from Sephora so when I saw the low ratings I expected to see a delay and/or other issues. Surprisingly my order was shipped the next day and 3 days later (from AKL to QT), my package arrived on my doorstep.

I'm not sure if I was just one of the lucky ones or maybe others with a similar experience to mine have not reviewed..? Regardless of my experience, definitely take the low ratings into consideration before buying from here.

Overall, delivery was quick and I'm happy with the quality of the products received.

Dont waste time or money trying to purchase an online voucher. Poor Customer service after our credit card was deemed as "fraudulent".

This company has the worst customer service ever. I tried to buy last week and the site said my visa card has expired. It's a brand new card and no other company I purchased from had a problem. They get back to me and say I have wrong expiry date.
It's like phone tag over a period of two weeks again. Not the first issue I've had with them.
Buy from Mecca as they have much better service. Sephora just don't care about customers.
The month before I spent a certain amount to get a reward but as I was paying the reward disappeared. After two weeks phone email tag they gave me a code to use by 1 Dec but my card won't be accepted. Why should I bother. Their mistake.

Never experianced such BAD after care service in my life! Sephora needs a huge wakeup call. I will not be back. I Bought an eyeliner at Sephora NZ Online, BIG mistake, HUGE Mistake, Dont do it people!
They not only sent the incorrect colour eyeliner not once, but twice. Then they wont actually say they dont have it in Stock, but say you can visit any of their stores to exchange it, as if they have stores everywhere in NZ which they dont. They Only have stores in Auckland. So Almost $76 out of pocket, can't get anywhere with their so called customer service, in any way that actualy helps resolve the problem. I was offered a gift card or store exchange.
Take it or leave it. We are a Large Company that buys thousand of dollars worth of Make-up every year for our clients and our Bridal Technicians.
Sephora has just lost our Business for good.

Not just terrible customer service - literally NO customer service. The courier lost my item and Sephora’s response is to do nothing other than intermittently remind me they are ‘waiting for a follow up’. Maybe they hope I will just give up chasing it and be happy with no money and no item.
Two words - Never. Again.

*Update* Sophia at Newmarket Sephora was fantastic to deal with. Listened, actually helped, relayed my info to make sure she had it correct. Super professional. 5 stars for her.*
I placed an order, for some reason at their end it failed. Not my issue, wasn't "declined". They asked me to "retry". Not realising it was as simple as pressing a retry button, I searched for the item again, added it to cart, paid for it. Within seconds of the order successfully going through I realised when redoing the order I had clicked on the wrong product. Similar bottle, exact same price. I immediately contacted them. Attempted several times. Finally, 14 hours later I find out the news. Tough luck, nothing they can do, they're sending me the wrong $53 item. Appalling service. Disgusting.Update, 2 weeks on, the nightmare continues... I have lost track of how many people have sent me messages from Sephora now. I'm really hating how they constantly ask you to review their service, yet actually not offer any decent service in the first place. Feels like a way to fob off and placate an aggrieved customer. I have asked all along for them to send what I originally ordered when their system failed, yet now another person is saying they will look into a refund. Unbelievable. So after all this time I'm without the thing I just wanted to buy. Awful company to deal with. Sticking pins in my eyes would be more pleasant.
The saga continues. After contacting them AGAIN to find out why they haven't just sent my order, I got told I can have a credit voucher for the amount spent, but it expires on the 3rd of December and can not be used with a sale or promotion! How can they put an expiry on my own money? I only purchased the shampoo as it was in sale and now they're stopping me from even doing that. Unbelievable. I asked again just to send what I have ordered or refund me. I'm waiting for a reply, but they seem to be ignoring me. I guess they just assume I will give up and go away. Why didn't they just sort this 2 weeks ago. Why did they let it turn into a big deal instead of just operating like an ethical company?

Went to Sephora Sylvia park to redeem my black tier welcome gift but so disappointed on the gift. Its a sephora mirror and a sample size tarte primer. I couldnt imagine i spent $600 to get into black tier hoping that i will get a better gift. So disappointed

Would give 0 stars if possible
I used to be a golden member, now I am level 3 at Mecca, which I highly recommend, great products, prices and customer experience, also a stress free return policy.
I had so many problems buying from Sephora.
Once I had the same sephora order coming incorrect 3 times, the third I just gave up and cancelled it, the service was terrible, they were very unpolite and didnt know how to handle the issue, I had to escalate to a supervisor, it was a nightmare to return an incorrect order.
Other times, my points gone after I gave up at checkout, and I had to complain to get them back, there was also once they emailed about a promotion and I had to chase them to get the promised discount, they offered a 20% voucher towards your next purchase if you spent 150 dollars, I spent a little more to make up to 150 and the voucher never arrived, when I complained they said it was only valid in Australia, I actually had to take a screenshot of their email and highlight the NZ in it and forward them their own promo email to get the voucher, just ridiculous. Not even an apology...
After a long time not buying anything there I went back to buy some JVN hair products, since I didnt find them anywhere else, I used the products onced and didnt liked them at all, so I returned under the lightly sampled policy, I asked a refund for a product that was never opened but they didnt refund it, even thought it was my right, and they gave me a voucher for each return, there were 4, they were promo vouchers??? it was a nightmare to use the vouchers, they could not be combined, they would not cover for postage and if I would like to save on post and the carbon foot print and use the vouchers at the store it was not possible as they were only valid online.
To make it worse one did not work and I just noticed after I paid, I asked for a refund but they gave me another uselles voucher. In the end I ended up with 5 boxes of Sephora products that I didnt even want as I could not combine all the vouchers in one purchase and had only 1 month to use them, considering that some products I wanted were out of stock it was even worse.
If you talk to customer services, it is no help at all, they dont even care.
Today I had to take back a lightly sampled product to a Mecca store, I had bought it online, and I could chose betweeen a full refund or credit, great experience and great customer service from Mecca, I ended up using towards another purchase at their store, and they a great experience.
I will never buy anything from Sephora again, even Strawberrynet has better service than Sephora... Stay away, if you have an issue and it happens often, it will be a nightmare to get any decent customer service!!!
I had over 2000 points, 500 disapear from my account and I wont be bother to ask it back, I spent all the rest when using the vouchers so they dont go wasted, as I am not planning buying from Sephora again.

Black Friday deals are ridiculous with minimum spend of $100 and you can never redeem your beauty points. Deleting my app.