Complaint about store

[JackieM2122]

I never had a problem ever with any Sephora stores I have visited and the employees have always been there to help me out with anything I needed to find. Unfortunately, today had to be the day at Plaza West Covina, the Sephora store located inside JCPenney which is the nearest one to my house. I picked up the wrong foundation for my skin tone and I wanted to test two other shades to determine the right shade for my skin. When my friend and I arrived to the store, there happened to be a spillage of foundation on the floor from the same line I was going to grab a tester. Of course, it seemed that a Sephora employee had applied a cleaning agent on the floor where the spillage was and even added the yellow caution sign. My friend and I went around it and I went to grab the two shades to try out. One didn't work out for my skin so I went to put it back in it's place and I noticed another employee walking over to add more cleaning agent and tried to clean up the mess. I went back and tested the other foundation on my skin tone, and it happened to be where I was approached by a Sephora employee out of nowhere telling me, "Next time you spill something, you have to inform us about it because there is foundation on the floor over there". 

I was so appalled by this because my friend & I NEVER  created that mess. It was already there when we arrived. The employee continued to further comment, saying "I'm not saying you guys are lying but security caught you guys on camera". Of course, I was in a state of shock that she would put the blame on us, claiming security caught us on camera which was FALSE. I told her how we barely arrived to the store and the mess already there when arrived. The foundation that was on the floor was a foundation that was approximately 6 shades lighter than my skin tone, and it seemed like someone tried to make a mess in it's cubby or placeholder where it sits. I felt horrible that I accused and blamed for something I never actually did and I was being honest with her that the mess was not created by us. My friend asked to show us the security footage but she simply walked away stating it is her job as a Sephora employee to inform us that if we we're to create a mess next time, to inform someone about it to prevent the risk of someone slipping or hurting themselves. 

We immediately walked out of the store just in complete shock with what happened. I sincerely hope that this does not happen again and I felt extremely comfortable to be told something like that when I was not the person who caused the incident in the first place. 

[keelybt]

Hi  @JackieM2122 I'm so sorry to hear about your experience. I would like to forward this feedback to our retail division and I will send you a private message for more information.