Formal Complaint Regarding Unacceptable Treatment at Square One Sephora

[sosohreiz]

Dear Sephora Customer Service,

I am writing to formally express my deep dissatisfaction with a highly distressing and unacceptable experience that occurred at your Sephora Square One location on September 13, 2024, at 11:23 AM.

100 City Centre Drive, ON-403 10 Space CRU 2-130, Mississauga, ON L5B 2B9

My sister, who has a mental health condition and is disabled, was wrongly accused of stealing by one of your staff members, a dark-skinned woman. This employee was incredibly rude, aggressive, and blatantly racist in her approach. She accused my sister of theft without any understanding or consideration of the situation. My sister had made a purchase and, due to her condition, had forgotten to return an item she was holding. She was about to put the item back when this employee began berating her in an unprofessional and harsh manner, refusing to listen to any explanations.

The situation escalated quickly, and despite attempts from myself and our father to explain my sister’s mental health condition, the employee continued to accuse her. My sister, who was already shaken, was made to feel even more distressed, embarrassed, and attacked. This lack of empathy and understanding from someone in a customer service role is inexcusable.

This experience has left a lasting negative impression on us. It was humiliating, emotionally traumatic, and completely unnecessary. As a result, this will be the last time I visit the Sephora location at Square One. I urge Sephora to take swift action against this employee, whose behavior does not reflect the values or standards I expect from your brand. I strongly believe this person should be held accountable for her unprofessionalism and the harm she has caused.

I trust you will address this serious matter and ensure such an incident does not happen again. I expect to be contacted as soon as possible regarding the outcome of this complaint.

Sincerely,

Sura Hreiz