Complaint - Centurh City Mall

[Anonymous]

I have been a long time customer of Sephora and have bought literally all my makeup and skincare products from here. Yesterday, I went to the Sephora located in Westfield Century City to buy some birthday gifts and myself a moisturizer. I get in line to purchase the items and the lady that rings me up seemed unenthusiastic. There was one party behind me waiting in line to pay. It was the same conversation as any other Sephora employee ringing me up, regarding whether or not you are a Beauty Insider and they proceed asking for an email/phone number. After paying for everything and as the lady was bagging my items up, i asked if I can get a gift box (for the birthday presents I bought). She seemed very annoyed of my question but answered “Sure.” I bought one moisturizer, one eye cream, and two lipsticks, as well as the annual birthday gift. She put everything in the smallest bag. As she was proceeding to put the gift box inside the small bag, it wouldn’t fit. She then proceeds to say “It’s not going in, so here. “ and HANDS me the box. To carry. Isn’t it COMMON SENSE for you to use a BIGGER bag if things DO NOT FIT? I was so dumbfounded, I looked at it for a split second before asking if I can just get a bigger bag than the one she squished all my items in. Again, looking annoyed and displeased, she managed to switch over the bags. I felt as if I was being judged for asking a common sense question, something an employee should have done on their own. She basically handed a customer an item because it would not fit in the bag. To carry, for however long I was planning on staying at the mall. I think Sephora should really try to train their employees regarding small details like this so that it does not ruin the customer relationship you already have. The way she gave me the box was very rude, that my friend and I looked at each other and said, “did this really just happen?” I hope that employees are trained in the future to at least have some common sense of which bag to use when ringing up a customer. 

[DaneeBT]

Hi @Anonymous,

I am so sorry to hear about your experience at our Century City Sephora store and thank you for taking the time to bring this to our attention! I will send you a PM to assist you further.

Always,

Danee