Sephora’s UK debut plagued with technical issues and disappointing user experience

Sephora’s highly anticipated UK website launch flattered to deceive after it was plagued with technical difficulties, blurry images and poor stock quantities.

The French retailer confirmed its re-entry to the UK earlier this month, however disappointed shoppers with its launch.

Sephora UK officially went live on what was formerly known as on Monday. This makes the news even more surprising considering it launched on an already established ecommerce site.

Users reported receiving error codes, dead links, glitches and incorrectly loaded pages.

One shopper described misaligned graphics and pixelated imagery, telling Retail Week it made the site feel untrustworthy and a site that “doesn’t even protect your card transactions”.

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Shoppers also said that despite the promise of a “fully immersive” website that would act as an “inspiring gateway” to its products, it is too similar to the original Feelunique site.

Product availability on the site has also been an issue, with as much as 60% of stock now already sold out on some lines.

On one of its hotly anticipated brand exclusives, Ilia Super Serum Skin Tint, 17 of the 30 shades on offer were unavailable at the time of publication.

Another exclusive, Makeup by Mario Skin Enhancer, and Soft Pop Blush are unavailable in at least half of the shades.



3 Comments. Leave new

  • Disappointing but not surprised.

  • You don’t even mention some of the basic issues with the app which doesn’t keep the user logged in, overwrites default delivery addresses when you add a new one and exceptionally limited customer service only available online within limited hours and working to a very tight and prohibitive script. The customer is never right and Sephora does not seem to acknowledge that customer satisfaction leads to retention and loyalty, building a strong base on which to launch their new brand. Unfortunately a poor customer experience with no attempt to cultivate a positive relationship will hit them hard in the long run and seems to be reflected in a total of 1.5k poor Trust Pilot reviews in the 2.5 months to date the site/app has been live in its current guise.

  • I’ve written 4 emails asking where my product is. Paid for but Sephora have checked out. They don’t deserve to be in business. I hope they go bust !!


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