Sephora Square One Horrible Customer Service

[trishaf27]

Let me start off with a back story:

I am immunocompromised, so ever since COVID started, I limited all my shopping to online only. I saw that Huda beauty faux filter was on sale so I thought that would be a great opportunity to try it. I have a bunch of points so I also decided to use 500 points for $10 off.

Since I’ve never tried this brand before, I decided to use the Sephora foundation shade match tool online. My everyday powder foundation is Mac NC20. The app matched me to Huda’s Milkshake. When I got the foundation in the mail, it was literally white. Swatched beside the Mac NC20, you could clearly see it didn’t match. I posted asking for help here and I got no reply.

I went in store to get a new colour and 1) No one really offered help. I had to seek out a Sephora employee who did end up helping me in the end. But the point is, we shouldn’t have to go out of our way to look for someone to help us when the store’s not busy. We should be made to feel welcome in the store, and the sales associates should be HAPPY to help us. I don’t know how many times I’ve gone into Sephora feeling like I was a burden for asking for help. 2) When I went to exchange at the cash, the manager on duty (caucasian, chubbier, had brown-blonde hair) made me feel embarrassed to do the exchange.  She said “oh you used points on this purchase, plus it was on sale” while giving me the stink eye. I explained the situation with the shade, I even showed her the picture of me swatching NC20 and Milkshake on my hand. She acted so annoyed when I was explaining. In the end she did the exchange after saying “Just so you know we don’t usually do this” like she was doing me a really big favor because she had to do a price override.

Why am I being made to feel like a criminal for doing an exchange for a product I have a receipt for? Also, I have every right to use my points. I've earned that right.

This is by far the worst customer service in my life. I am a Rouge, meaning I am NOT a one time customer. I spend money in Sephora. The employees (and the managers) need to know that people doing exchanges are still customers. We might not be buying a lot now, but the way you treat us determines how much we spend in the future! We cannot be treated horribly just because we are doing an exchange. I’ve literally spent thousands in Sephora over the years and this is how they treat me? This experience left a bad taste in my mouth. I am now going to think twice about ever stepping foot in that store again.

Fore reference this happened today Sept 2 Wednesday at Sephora Square One, 3:42 pm. So if Sephora Corporate/ Head Office ever reads this, and you guys find out who that manager on duty was, maybe she needs a lesson in kindness. (PS- my actual cashier was nice. It was the manager that was rude). And that says a lot when your staff can sympathize with me but the manager is the one with the attitude problem. How is this ok? Also, I was very tempted to take a picture of the manager but thought twice about it. Yes I am mad, but I also have more class than to humiliate her by posting her face online.

[LaurieBT]

Hi @trishaf27,

I am very sorry for this experience and appreciate you for taking the time to share this feedback with us. I will send you a message shortly to assist.

Warm regards,

Laurie