Rude and Unprofessional Customer Service

[aroselove]

My 5 year old daughter and I walked into the Sephora in Abbotsford, B.C., (Mt. Lehman location) yesterday and we had a terrible experience with one of the staff or managers named “Kimmy K.” (or Rimmy or Simmy, I didn’t get a good look at her name tag). My daughter is a very creative girl and enjoys swapping the sample eyeshadows on her hand while I typically shop for makeup. We’ve never had any issues at any other Sephora locations and most staff encourage her creativity. Yesterday, my daughter got a little too excited when swapping one of the palettes and made a mess. I was behind her and didn’t notice, but Kimmy noticed and made a big deal of the mess in front of another customer saying to me ‘That’s what you let her do’ in a very condescending way. Kimmy and the customer decided to awkwardly watch us as I was cleaning up my daughter’s hand for about a minute and Kimmy rolled her eyes with the customer she was helping. At this point I was very upset at her unprofessional behaviour and had no interest having any interaction with her. While we were walking down the aisles, I noticed Kimmy was warning the other staff about us in front of us and kept saying out loud to others that my daughter was being very wasteful and continued to talk poorly about us while we were still in the store. I was very offended and felt extremely uncomfortable that she was passing judgment on perhaps my parenting skills the whole time we were in the store. I told my husband about my experience when I left the store and he decided to talk to one of the staff about her inappropriate behaviour soon after.

I understand that I’m completely at fault for my daughter making a mess, but it was not Kimmy’s place to discipline myself or my daughter. My daughter kept asking to leave the store because she was scared of Kimmy, who made us feel very uncomfortable. My daughter loves playing with makeup at the stores and now no longer wants to go into another Sephora because of the incident. She’s just a little girl and I’m very upset that Kimmy made her feel unwelcomed in the store and instilled fear in her when she was just trying to play with colours and be creative. Sephora is known to encourage growth when it comes to the beauty and artistry of makeup and I felt that we had the opposite experience. I am writing you to ensure that this feedback is brought directly to her so that she understands the negative impact she had on us, the terrible customer service experience she created, and to provide a coaching opportunity for her to handle the situation differently in the future.

[Kalasmom3]

I just read your post. I don't work for Sephora but I still want to say how very sorry I am for you and your little girl for a terrible experience! Sephora has really gone downhill with customer"service" in my opinion as well as many of my IG followers. I hope you and your daughter get the apology you rightly deserve. Best wishes,love. 

[aroselove]

Thanks so much for the support. I hope to hear from them soon. I’m still in shock about the situation and hope they can better support their staff, so situations like this don’t happen again.

[keelybt]

@aroselove I'm sorry to hear about your experience. I will send you a PM for more information. 

[aroselove]

Thanks. Please get back to me soon.