poor customer service

[OnlineShopper42]

I almost never shop in stores like Sephora as I find it overwhelming. I tried to order a Sol de Janeiro scent and found it to be sold out online so decided to visit my local Sephora and had a few issues. 

Sephora SOHO 557 Broadway 

8/21/2024 11:45 AM   302  7  195701 35512

1. Only two Sephora employees asked if I needed help (which I did) but said "Welcome to Sephora let me know if i can be of assistance" and walked away. They did not wait for an answer and I was too frazzled

to chase after. 

2. Your staff is WAY TOO CHATTY. The amount of personal conversations I overheard was not only unprofessional but disturbing. I took call from my manager and couldn't even concentrate with your two employee's in the fragrance section cackling behind me. 

3. I finally made my choices and as I turned to walk away one of your employees coming back from lunch walked quickly past me, again lost my chance to ask for help, and she SPRAYED THE DISPLAY as it were for own personal fragrance. Now I know the sample sprays are meant for testing but how uncouth to do that in front of customers. 

4. Your teller was dry and unemotional and asked for my phone number for my account. I barley shop here but do have an account. I came back to my office and looked up my Sephora account and could not find my phone number nor an option to add one. If the online account does not have customer phone number information why wouldn't the teller ask for my email address. 

5. As I was paying, the young lady who sprayed herself with the sample spray came to report she found an empty product box to the cashier, alluding someone may have stolen something, which I find to be a common occurrence in store where staff pay minimal attention to customers and talk too much. All together I haven't physically been in a Sephora for years now and I doubt I will go back in. A store full of teens fully focused on entertaining themselves and leaving customers shopping on their own. I had to google my item and walk around looking for it myself. A shame. 

[lilypadstew]

I can relate to number four like how do u add a phone number my email is on it so weird 

[keelybt]

@lilypadstew I'll be happy to help you add your phone number to your account, however it looks like your private messages are currently turned off. Please send me a private message with your phone number 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
 

[LaurieBT]

Hi @OnlineShopper42,

I'm so sorry that you did not have a positive experience during your recent visit to our Sephora SOHO store, and we appreciate you sharing this with us. We always want our clients to receive the assistance they need, and to have a positive experience when browsing for products. It looks like your private messages are currently turned off. 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), and a Beauty Advisor will be happy to assist you further.

Best regards,

Laurie