Rude Employee

[kaleymacoretta]

Today I went to Sephora at the Pen Center, in St. Catharines ON Canada. I brought my mom to redeem her birthday gift, as her birthday is the week of Christmas and they told her they ran out of gifts. The manager who was there - not sure her name - said we could come back at any point in January to redeem it since they ran out. So we went back today, within 2 weeks of January 1st, to redeem it. There were 2 ladies at the cash, Tamara and Alex were their names. We explained why we were there, and immediately Tamara got an attitude and told us they aren’t honouring that anymore - and that they stopped after 2 weeks (which we were still technically within the 2 weeks). She continued to argue with us, and said it’s not possible. When I asked to speak to the manager, she said “we’re the managers” and pointed to herself and the girl named Alex and wouldn’t get the store manager like I asked. I told her that this has happened the past few years, and my mom misses out often so we were upset that we were told to come back and then told nothing could be done. I stated how I used to work at the store as a cashier, so I knew it was possible to be done and then the cashier named Tamara was getting visibly more agitated with us and starting to argue and get worked up. At this point the second one - Alex - took over. She was way more polite with us, but still would not get the manager or honour the gift like we were told. Tamara continued to heavily sigh and roll her eyes at us while she continue with the rest of the line. Having worked in customer service for over almost 10 years, and being a former cashier with Sephora as well - I was appalled at how rude this cashier was. If she actually is the manager there, then she needs to work on her attitude with customers. This was a very disappointing experience, and I have wish there was a way I could have spoken to someone or left a direct review with the store because her attitude was not okay for customer service and we’re very disappointed. 

[keelybt]

@kaleymacoretta I'm not able to reply to your PM, as they are not enabled on your side. You can adjust your account settings (the gear icon) on a desktop or mobile web browser.

[kaleymacoretta]

Okay, I believe I turned them on now. Thanks!

[keelybt]

@kaleymacoretta I'm sorry to hear about this experience.  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