Sephora

Cosmetics & Fragrance • United Stateswww.sephora.com

Review data last updated August 16, 2026.

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Based on public reviews and response behavior.

Overall Score

45/100

+18.6 vs. last month2.59 ★ average rating · 1,984 reviews

Competitive Performance Rank

Among fully-analyzed Cosmetics & Fragrance companies

#174of 191

Top 91% · Bottom Tier

#1 (best)#191 (worst)

#172Peer

#173Peer

#174This company

#175Peer

#176Peer

Overall Customer Sentiment

Below Average

33% of reviews positive, 65% negative

33%

positive

Positive33%
Neutral2%
Negative65%

Sentiment Balance

Covering August 2026 — 26 reviews, not the company's full review history.

Positive sentiment

Neutral sentiment

Negative sentiment

—

positive

Positive—
Neutral—
Negative—

Takeaway: Positive sentiment accounts for 54% of reviews in this period, with 46% negative and 0% neutral.

Sentiment Trend Over Time

Reviews (Count)

Showing 1,982 reviews across the months with enough data to chart reliably (min 3/month), most recent: August 2026.

Sentiment has been improving over the period shown.

Theme Distribution

Share of theme mentions

Customer Support

16.6%

Loyalty

15.8%

Problem Resolution

14.4%

Delivery Shipping

13.7%

Communication

11.3%

Most feedback concerns Customer Support.

The most common complaint theme is Customer Support, making up 16.6% of all theme mentions.

Churn Signal Score

Rule-based: negative-review share, churn-intent phrases, and sentiment movement over time.

HIGH100/100

100/100

signal score

•Built from a negative-review share of 64.9% across this company's analyzed reviews.
•17 reviews contain phrases that signal intent to leave, such as cancelling or switching provider.
•Recent reviews are more negative than earlier ones, which pushes the signal up.

Reviewer Breakdown

Star split and recent-versus-earlier sentiment.

2.6avg rating

5★

28.8%

4★

6.6%

3★

7.2%

2★

9.4%

1★

48.0%

Based on 1,984 analyzed reviews. Sentiment is slipping: 36.2% of reviews in the last three months were positive, compared with 49.3% in the three months before that.

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