complaint

[stlthlover]

today i went to sephora on 7555 montrose road niagara falls canada. the workers were terrible and weird. they didn’t greet me, my boyfriend and my sister, there was also barely anyone else in the store. i went in to get my freebie gift for my birthday on september 26. (my actual birthday is the 13th but they ran out  of freebies when i went on my actual birthday so they told me to come back during my birth  month) my sister had brought some gift card for sephora that she was going to spend and so we were looking at some lip products for about 15-20 minutes. be mindful, shopping is different for every person and my sister is picky for what she spends her money on therefore she was taking a little bit longer than usual to pick what she wanted since it was so expensive. 2 workers with black hair and glasses the other one older and had a brown ish bob cut. they stood right beside us talking about the most random things. for example talking about colours of products for no reason right beside us. another different lady was just facing us pretending to be on her phone but was probably actually watching us. this made me uncomfortable and weird because i have touched one product and all of the sudden i’m being followed by employees. we walked to a different second of makeup so my sister could find a mirror and the same 2 workers that were beside us followed us behind the aisle behind us and was just talking about stuff again . we went to the drunk elephant aisle and someone else was there again. me, my boyfriend and my sister left the second after that and i have some recordings too of them just being where we were the whole time! we walked out and was ready to leave, but as i got in my car the worker that was following us, took off their work gear and held a sephora bag and acted like a costumer and went in the pet store next door. we waited in my car for 10 minutes realizing that she probably went through the back, back into sephora because she never came out. as we backed out of the parking lot, ANOTHER lady with red hair which ALSO changed her clothes and looked like she had her phone pointed towards me / my car and family. we drove away because i was not trying to deal with more problems when i was already upset enough. it honestly felt a little like they were racial profiling us because everyone in there was white except for me and my sister (we are asian) . my boyfriend who is white has been in that sephora with his white girl - friends and they had never happened to them. i’m so upset i had a bad experience with this place because i come here all the time and now i have to go to a different sephora in the town over. they absolutely ruined my experience there and i will not be going back to the one on montrose road ever again in my life. that place is disgusting. 

[LaurieBT]

Hi @stlthlover,

I'm so sorry to hear of your recent experience and appreciate you sharing this with us. It's our priority to always create a welcoming and pleasant environment for our clients. 

It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with your registered email address, I'll be happy to assist further. Alternatively, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available. Thank you!

Best regards,

Laurie