Horrible experience at store

[Emarzinzik]

Today I had the worst time I’ve ever had at a Sephora store.  My mom and I went to the Victoria BC location (only local store) for the first day of their VIB Rouge sale.  I decided to purchase a Benefit Briw kit, but was having trouble choosing between two, the medium brows or the stronger brows.  As a belated birthday gift, my mom decided to buy the second kit for me, as well as an eye cream I had been eyeing.  I went through the checkout while she browsed. The cashier I had was a little standoffish, and I got no samples or offer to redeem my points (approx 800), but not a big deal.  

Awhile later, Mom was ready to go.  My mom is not a Sephora member at all since she doesn’t shop there for herself, and I offered my card and let her know that the email would get her the discount.  She has used my card to purchase me gifts in the past for Christmas and it’s never been an issue.  My mother came back over to me a few minutes later saying the cashier was refusing to let her checkout with my insider card, but that I could buy the items myself as get the discount.  I was surprised, but said fine.  

No big deal right? Wrong.  The same girl from both previous times at the checkout said she couldn’t sell me the items when I tried to pay for them.  I explained these items were for me as a gift, and it was just a misunderstanding, but she still refused to ring it through.  I said that she had told my mother not 5 minutes earlier that I could pay for them, so I didn’t see a problem.  She said I couldn’t buy them since I had already bought a brow kit earlier.  I was very confused as I have bought multiples of things before, sale or no sale.  It was none of her business what I was choosing to buy.  I could have placed 5 of those kits on the counter.  It’s not up to her what I buy or in what quantities.  

She then called over her manager, who I explained the situation to.  I asked why I wasn’t allowed to purchase the products I wanted to, and she looked at the cashier and said it was fine, go ahead and ring it through.  She then rolled her eyes and walked away, like it was some annoying chore.  During the transaction the cashier just kept saying “it’s policy” and “I’m just doing my job”.  I paid for my items and we left.

Normally  I wouldn’t care about a silly mix up, but this went on and on for 10 minutes.  This employee was extremely loud about it too.  She was loudly saying she couldn’t sell me my items, and I felt like I was being accused of something.  She was condescending about see my VIB email over and over again and just made me feel really stupid.  She was really snotty to my mother as well.  Not a good way to entice someone who isn’t a Sephora customer to become a regular.  My mom will probably never set foot in there again.  I recommend Sephora to everyone, and always talk about the products I get from there.  I’ve had several makeovers from them and always enjoyed them.  I’ve never felt unwelcome until today.  Going to the Victoria store is one of my favourite things to do.  I’m seriously thinking of becoming an online only customer, or maybe even ordering directly from the brands.  

[keelybt]

@Emarzinzik I'm so sorry to hear about your store experience and appreciate you bringing this to our attention. I will send you a message for additional information.