Racism and Humiliation at Sout Center Mall Canada

[xop9987]

I am writing to formally report an unpleasant and unprofessional experience I had at South Center Mall Sephora on Sunday August 24, 2025

I had placed an online order for curbside pickup, but when I arrived, the Sephora app and website were not functioning properly, and I was unable to check in. I immediately called the store to explain the situation, provided my order number, and requested an alternative way to receive my items. Instead of offering support, I was told no accommodations could be made and that I simply had until Wednesday to pick up my order.

Due to health reasons, this was very difficult for me, but I still went inside to collect my order. While the cashier did process it, I was met with dismissive and sarcastic behavior. As I was leaving, multiple staff members loudly repeated “Have a good day” in an exaggerated and mocking tone. This was humiliating, unprofessional, and unacceptable behavior toward a paying customer.

What I experienced was not only poor customer service but also harassment. I am deeply disappointed with how Sephora staff handled a simple situation that could have been resolved with empathy and professionalism.

I request the following:

• A formal investigation into the incident and the staff involved.

• A written apology from the store.

• Assurance that Sephora staff will be trained to handle curbside issues and to treat all customers with dignity and respect.

Please escalate this complaint to the regional manager. I am prepared to share further details if needed.

Sincerely,

[keelybt]

@xop9987 I'm so sorry to hear about this experience and we will be happy to escalate this to our retail division so it can be reviewed further.  It looks like your private messages are currently turned off. Please send me a private message with your registered email address or you can contact us by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service