Complaint

[Noemiblock]

Sephora Polo park in Winnipeg 

Hi there , 

I wanted to email this complaint but as I couldn’t find anything I’m going to do it here in hopes someone will see this that works at Sephora . 

if nothing is fixed I will be posting a google review  in addition 

   
I have been to this Sephora many times for the 60 minute makeup appointments for events and every single time I’ve been there it’s been really great. Today (Apr 27,2025) I was supposed to have an appointment at 12:30 pm that was booked MORE THEN A MONTH IN ADVANCE but because the representative that I booked with was sick, they were unable to make it, which is totally understandable And hey, sometimes life happens, which is also understandable. What I did not appreciate was getting a call LESS Then an hour prior to my appointment indicating that to me when I was going to leave my house and head my way to the mall to get my makeup done and then asking me if I would be OK moving my appointment to 2 PM that same day which I said no because I have to be at my event at 2 PM sharp and I was gonna go straight from the makeup appointment To the event. And when I said no, the representative tried to accommodate me at other places nearby  Which also didn’t work out because they were also booked up so they ended up “having” to cancel my appointment and doing my makeup On my own accord For this event in which a lot of pictures are gonna be taken. Like if you think that I have so much time to accommodate 2 PM nonetheless Less than an hour before my original appointment time scheduled why don’t u ask someone else that question who is after me bc they have sm time on their hands and booking something means it’s ok but on the stores accord bc in your logic that’s ok. And all I got was I’m really sorry about the inconvenience. We’re gonna have to cancel your appointment. It is also saying there is a hold on my credit hard too from yall , WTH! it’s your fault you canceled on me LAST MINUTE! There was Nothing else that was offered to me due to the inconvenience especially last minute and then I got a very generic email that saying like Apologizing for the inconvenience and I hope that we can make it up to you at your next appointment That to me was not good Because it showed the lack of empathy And obviously all you wanted from me was my $ And I don’t think I would ever book my appointment ever again at  Sephora, I rather take my business elsewhere for makeup appointments where my time will be respected . 

thank you and I look forward to hearing from u soon

[keelybt]

@Noemiblock I'm so sorry to hear that your appointment was cancelled. I will be happy to share this with our stores team and have someone reach out to you directly.  It looks like your private messages are currently turned off. Please send me a private message with your registered email address or you can contact us by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service

[Noemiblock]

Hi there

I thank you for your response in a timely manner 

I tried to privately message you and there was no way I could access that option  . I even tried looking up on how to send you a private DM or how to turn this option on and nothing popped up that can help me so the navigation on the browser and app is confusing unfortunately. I even tried clicking on ur profile and it was just sending me to the customer service chat so unsure why that is . 

I don’t think contacting customer service to speak to a representative is appropriate as they are reps and to put this on someone who is just a rep isn’t fair to them . I need to speak w/ someone like a supervisor or a team lead  that can actively correct this for me and I hope that you can understand that so if ur a rep yourself that wouldn’t work out unfortunately but again I appreciate  you reaching out and attempting to help . 

For myself to access these options in my opinion is difficult when I normally use this platform to go shop for things I need or the odd time treat myself not to issue a formal complaint and I really wish what had happened was handled better that’s all . 

thanks for your help and I hope having this information can lead me in the right direction in about how to report this formally instead of on the community posting thank you. 

[keelybt]

@Noemiblock I'm sorry that you are having trouble. You can adjust your account settings (the gear icon) on a desktop or mobile web browser, not the app.

I am happy to help you submit a formal complaint, however, if you would prefer to speak with a supervisor, you can request to do so when you call or use our live chat option.