Complaint

[Anonymous]

This is in regards to the Chinook Mall location in Calgary, AB.

I went to this location yesterday, August 25, 2020. I went in to pick up some lipstick for the makeup kit that I am building as I am training to become a professional MUA but more important than that, I was in search of the lipstick that I am going to be wearing on my wedding day in 3 1/2 weeks. 

The first lady I talked to was very kind and professional. She asked if I had a mask, I explained that due to my claustrophobia and anxiety I CANNOT wear a mask. She was fine with that and totally understood. She went so far as to put out an announcement over the store radio that I had come in and was exempt. 

The second lady I talked to had heard this and asked if I needed help finding anything. I just wanted to look for a few moments on my own first and she just said that if I needed help to let her know.

It was the third lady I talked to who went off on a power trip. She first asked if I could please put on my mask. I explained that I can't wear a mask and why. She then said it wasn't her rule it was the malls and she could get in trouble if I didn't wear a mask. First of all, it's not the malls rule, its a city by-law due to Covid. I understand this. But, she kept pushing and was almost boarding on demanding that I leave the store. 

She didn't back down till I said that I had never worn a mask and that I tried to keep a 6 foot distance between me and other people. And I kept backing up to keep a distance between us but she kept moving closer and closer to me. She finally backed off realizing that she couldn't intimidate me into wearing a mask and I went on my way to do my shopping but I was shaking and felt close to tears. I told my fiancée about what happened and he was upset about it.

I'm a abuse survivor, I suffered and survived this trauma and yesterday I felt attacked and re-traumatized. I love Sephora and the products that you sell. I love your store and for the most part your staff is wonderful and I always love to talk to a staff member and discuss different makeup brands. But, after yesterday I have to consider if I can confidentially walk back into a Sephora store or if this incident is going to leave me traumatized and unable to enter a store again.

And for a bit of perspective, when I went to Chinook Mall yesterday, I was on the bus to get there and then get home, plus I went to 6 stores in the Mall and out of all those, yes I was asked about a mask, but as soon as I said I can't no one said another word. The only issue I had was at Sephora. And even now, just reviewing what happened yesterday has me wanting to cry and I am feeling my anxiety rise again. But, I can't let this go because I am not the only one who is LEGIT EXEMPT. And associates like this lady in question who didn't wear a nametag or any identification have to understand this and they don't have the right to question my status and traumatize me over this issue.

[LaurieBT]

Hi @Anonymous,

I am truly sorry for this experience and appreciate you for taking the time to share this feedback with us about your visit yesterday. I will send you a message for more information so that I may further assist.

Warm regards,

Laurie