Formal Complaint Regarding Negative In-Store Experience

[user23893]

Dear Sephora Team,

I hope this message finds you well. I am reaching out as a loyal and frequent Sephora customer who spends hundreds of dollars annually on your products. Unfortunately, I recently experienced several unsettling incidents at my local Sephora store that have left me deeply disappointed and questioning my loyalty to the brand.

On a recent visit, I had an alarming encounter with one of your associates. While browsing the store, I accidentally leaned near one of the drawers, and a blonde staff member wearing boots aggressively slammed it shut, nearly injuring my finger in the process. She raised her voice at me, creating a scene that left me embarrassed and humiliated in front of other customers. Her behavior was unprofessional and unnecessary, making me feel unwelcome and on edge for the remainder of my visit.

On another occasion, I visited the store with a friend, and we were casually browsing and discussing products we were interested in. It became apparent that we were being followed and watched closely by staff, as if we were potential shoplifters. This treatment was not only uncomfortable but also felt deeply stereotyping and discriminatory. Simply admiring products in your store should not warrant such unfair scrutiny.

To add to my frustration, I recently approached an associate to ask about a free sample of a popular product I’d seen trending on TikTok. Instead of kindly addressing my request, the staff member responded with irritation and hostility, making me feel as though I had committed an offense by even asking. This unnecessary rudeness was disheartening, as I’ve always viewed Sephora as a brand that encourages customers to explore and test products before committing to purchases.

As someone who spends significant amounts of money at Sephora each year, these experiences have made me feel undervalued as a customer. I have always considered Sephora a go-to destination for beauty and skincare, but these incidents have shaken my confidence in the brand’s commitment to creating an inclusive, welcoming, and customer-friendly environment.

I strongly urge Sephora to investigate the behavior of the staff at the Santee location and consider implementing retraining efforts to ensure that all customers are treated with respect and kindness, regardless of their background or browsing habits. I would be happy to provide further details about the incidents, including the store location and approximate times of my visits, should it help address these concerns more effectively.

Thank you for taking the time to read my message. I truly hope Sephora will take this feedback seriously and work towards improving the in-store experience for all customers. I look forward to hearing from your team regarding this matter.

[keelybt]

@user23893 I'm so sorry to hear about your experiences in our store and harassment will not be tolerated.  It looks like your private messages are currently turned off. Please send me a private message with your registered email address and the date of your visit or you can contact us by phone at 1-877-737-4672 or through our live chat to make a formal complaint> https://www.sephora.com/beauty/customer-service