Disappointing Customer Experience at Sephora

[RiaGrape]

I recently visited Sephora in Farmington, Utah with my 4-year-old son after not shopping there for quite some time. I had been hesitant to return because I’ve struggled with rosacea, health issues, weight changes, and recovery after a car accident, so this trip was actually something I had been looking forward to as a small step toward feeling like myself again.

When I first arrived, two employees were friendly and helpful in directing me to products I was searching for. I continued browsing with my son, who was enjoying looking at products for curly hair as well.

While we were in another section, a manager came over and began restocking directly around us at the display we were at. I completely understand employees need to do their jobs, but the interaction felt uncomfortable and dismissive. I tried asking about a brush, and the response was very short before she continued moving in and out of boxes she had brought over, even though products were already stocked beneath the display.

I also want to mention that I had a plain shopping bag with me because there was a nearby farmers market and I had stopped at another store beforehand. I also carried a small backpack for my son’s things and a fanny pack for myself. I may be overthinking it, but I left wondering whether my appearance or bags caused me to be viewed differently, because the overall interaction felt unusually cold and unwelcoming.

By the time I was ready to check out, I decided to purchase only the one item I originally came in for, even though I had intended to buy more. The same manager then took over the register from a worker, told me it was too late for a birthday gift, and stated I had no points without a once of kindness in her tone.

I left feeling disappointed and honestly a little discouraged. This visit was something I had been excited about after a difficult period in my life, and instead I walked away feeling unwelcome. I understand employees can be busy and that misunderstandings happen, but I wanted to share this feedback because the experience genuinely affected me.

[keelybt]

@RiaGrape Thank you for taking the time to share your recent experience with us and I’m very sorry to hear that it did not meet your expectations.

I’m glad to hear that your initial interaction with our team was helpful, but it’s disappointing to learn that the rest of your visit felt uncomfortable and unwelcoming, especially after everything you’ve been navigating and the importance of this outing for you. That’s not the experience we want for any of our clients.

I will be sharing your feedback with our store leadership team so it can be reviewed and addressed appropriately. If you would like to be contacted directly regarding your experience, please send me a private message with your registered email address. You can adjust your account settings (the gear icon) to enable private messages on a desktop or mobile web browser, not the app.