Sephora Values Not Reflected in Customer Experience – Urgent Feedback

[Sunee8]

Today, my mother and I had a very disappointing experience at the Sephora Square One location. My mom is leaving the country soon, and we stopped by to pick up a few items for her. Unfortunately, what should have been a simple, joyful shopping trip turned into an unnecessarily unpleasant experience.

When we got in line to pay, we were told to move to another line, as the one we were standing in was “not a real line.” We followed instructions and moved. However, when we got to the new line, another employee, Jay, told us we were in the wrong place and had to go back to where we started. When we explained that we had just been redirected here by her colleague, she did not acknowledge the confusion or attempt to resolve the situation. Instead, her tone came across as combative and dismissive.

At one point, another customer who joined behind us even confirmed she too had been told to join this line. Despite this, Jay brushed off the situation, gave no clarity, and spoke in a way that felt disrespectful rather than service-oriented. What struck me most was not the initial mistake—miscommunications happen in busy retail environments—but rather how poorly the situation was handled.

Customer service is never about the error itself, but about how it is resolved. Jay’s demeanor lacked empathy, respect, and the basic courtesy that should always define a Sephora experience. Her colleague, by contrast, seemed calmer and more willing to de-escalate, which made the difference in approach all the more noticeable.

Sephora’s values include respect, teamwork, passion for excellence, and putting the client first. Unfortunately, none of these were exemplified in this interaction. Sephora is a people-centered brand—customers shop here not only for the products but for the experience, the expertise, and the welcoming environment. On a busy Saturday, it is especially critical for staff to embody those values, remain calm, and treat customers with dignity.

This experience left me feeling that Sephora is no longer the welcoming destination it once was, but rather a place I would only go if I absolutely had to. I am deeply disappointed that an employee like Jay represents your brand in such a way. Either more training is needed to ensure staff consistently model Sephora’s values, or hiring practices must prioritize individuals who naturally embody them.

I hope Sephora leadership takes this feedback seriously, because at the heart of your business is people—and how people are treated defines the integrity of your brand.

[DaneeBT]

@Sunee8 I'm so sorry for the experience you and your mother had at our Square One Sephora store! It's disappointing to hear about how the situation was handled and thank you for bringing this to our attention. At Sephora, we are committed to creating a warm, inclusive, and respectful environment for every client, and we regret that your experience did not reflect those values.  It looks like your private messages are turned off. You can adjust your preferences in your Community settings (on the browser only, not the app). Please send me a private message with your best contact information so I can further assist.