Frustrated with Sephora – Reaction from Testers & Terrible Customer Service

[Nishi315]

I can’t believe I’m writing this because I’ve been a loyal Sephora customer for over five years. I buy everything from them—foundation, lipsticks, eyeshadows, all of it. But this recent experience has left me feeling so frustrated and disappointed.

I went to Sephora earlier this week to get some help finding the right lipstick shade. The advisors picked out about 10 shades for me to try. They took their time walking around to get the lipsticks, so I assumed they were sanitizing them before handing them to me. But the same night, I noticed redness, swelling, peeling, stinging, itching, and a rash on my lips around the skin I tried the testers on. I take regular allergy shots, so I know it’s not just some personal sensitivity or am i allergic to any chemicals.

When I called the store to let them know, the manager just said, “I’m sorry” and that she’d remind the associates to be more careful about sanitation. That’s it—no real help, just a “sorry.”

So I contacted Sephora’s corporate office, hoping they’d do more. I called, chatted, emailed, and even spoke to a supervisor. All they did was “submit a ticket” and offer me $30 for the “inconvenience”—meanwhile, my bill that night was four times that, and now I’m going to have to see a doctor! They even told me I should reach out to each of the brands individually to report the reaction. Seriously? How am I supposed to remember every single lipstick I tried?

I’m just so let down. Sephora used to be my go-to for everything, but now I’m questioning if they even care about their customers’ safety. Sephora is not taking any responsibility for something that happened in their store by their advisors, it is not like they can blame it on me that I picked it up or didn't sanitize the product, your advisors gave them to me! I would rather buy the products individually from their stores rather than sephora, boycotting asap!

peeled skin from my lips just this morning. this happens on an hour basis since that night!Store relations response. how irresponsible - a tester? you mean multiple.this is after 4 days! consistent lip balm and moisturizer application later.

[DaneeBT]

Hi @Nishi315 I'm so sorry to hear about this! As it looks like you've been in contact with our Store Relations Team, I recommend responding to their email sharing any additional concerns/feedback you have and for further assistance as they will be able to best assist. I'm sorry for this experience. 

[Nishi315]

I already emailed asking to escalate and expected this reply here as well. I am sure nothing will be done hereon. This is just to let others know that incase they have a similar situation, sephora wont be of much help/use.