Online v In-Store Customer Service

[BLovedDestroya]

I wanted to let you know that I have 3 Sephora stores within shopping distance but I generally choose to buy online because the store experience is so disheartening. The only person who ever acknowledges me is the security guard at the door and whilst the cashiers are invariably cheerful and personable the assistants on the floor never even make eye contact much less offer help. I am almost never able to find the items I want to see in person and it seems half the items are in the checkout lane are inaccessible unless one is already queued for purchase and it is moving slowly. The displays for trials are unsanitary and gouged and missing items. I am a vib rouge member and I wish I could have a more fun experience in the actual shop. I would definitely purchase more products if I were made aware of them could find them could sample them or was offered any attention from staff. The online customer service on the other hand has been exemplary in every instance I needed it.

[Courtney1979]

I feel the same way! I usually check to see if the Sephora location has the items in stock before I go visit. However, the last time I went to the Sephora near my home to pick up the KVD Lolita shadow, the salesperson said they were out. I told her that the website had it in stock. Her response "People must be stealing it" and walked away. Um....what? 

[AmandaL85]

I'm rouge too and I prefer to shop online. I only go to the store if I need to try something on or can't wait for delivery. I'm rarely greeted and I've been rouge for 3 years. Plus there's more perks online.