Disappointed with customer service

[Lizzie12321]

Surely I can't be the only one that gets ignored when I walk into a store?

I went to two Sephora locations in my city on different days. The first store I went in to, I was wearing makeup (not a lot, but enough to be noticeable) and NO ONE even bothered to say hello, or ask if I needed help. This is a problem that I've always had with this store, but I went in because I wanted to see if something I found online was available in store. I was fully prepared to spend money there, but the customer service is atrocious, so I walked out empty-handed. I also recall one time where I went in during the holidays. I walked in, and a man walked in right behind me. The employee IMMEDIATELY greeted him and asked if he needed help, while completely ignoring me.

The second store I went to, in general, is a lot friendlier, and actually values me as a customer. Except for the last time I went in.

This time I walked in bare-faced (I wasn't planning to go that day, but decided to go last minute), again, looking for something I found online that might be available in store. I was in there for a good 10 minutes before someone even bothered to say hi. Didn't ask if I needed help, just hi, and walked away. I left empty-handed, again.

For the record, I am Rouge, but most of my money goes toward skin care products and not makeup, so I don't look like I spend a lot of money there. I like makeup, but I don't feel the need to wear 50 products on my face. I shouldn't have to, to get any attention there. Most of the time, I walk in bare-faced with the intention of trying new things.

Is it a policy for employees to ignore those who look like they don't have a lot of money? Do the higher-ups tell employees to do this? Or are they just passive-aggressively snobby? I cannot, for the life of me, understand why they don't try to help everyone who comes in.

[jennspade]

I'm rarely wearing makeup when I go in, and my experiences with Sephora reps range from, "helpful without being pushy," to, "holy crap leave me alone." I don't think I've ever been actively ignored. I guess it depends on the store and the specific employee. The store I usually frequent used to have  an amazing group that would greet me, help as much or as little as I wanted and weren't pushy. There's been a turnover in this store the last two years and now I can't be in there five minutes without three sales reps going, "need help, need help?" I felt so hounded the last time, I left after ten minutes. I don't know if it's the new people, or if they've been poorly trained and end up being aggressive instead of attentive/sales oriented, or what.

By contrast, the newish baby Sephora in JCPenney greeted me, left me alone when I said I didn't need help, but were easily flagged when I did have a question.

[kevinbt]

Hi @Lizzie12321, I'm sorry to hear about your experience! I am sending you a private message to help. 

Regards, 

Kevin

[MadisonKovach]

it sounds as though you’re blaming the bad customer service on how much makeup you’re wearing. if this is how you feel I’d just like to say their kindness towards customers has nothing to do with how much makeup you have on...I’ve been in there full face and have been ignored and have been in there bare faced they have full blown conversations with me. it could all depend on the person and what kind of day they’re having!

[Lizzie12321]

I understand what you're saying, but customers shouldn't be getting ignored no matter how much (or how little) makeup they're wearing, or their clothing, etc. If the store is crazy busy and they can't get to everyone right away, that's fair. But if the store is dead, there's no reason for it.

I've read some appalling stories from other people on here about how they were treated, just based how they were looking that day. It's the employee's job to at least be respectful and acknowledge that you're there.

[MadisonKovach]

yeah I get that as well but you came off as if you were saying its because of how much makeup you wear. @Lizzie12321