today was my first time at Ulta and I will keep going

[exquisitejade]

today I walked into Ulta after receiving a product recommendation from an IT cosmetic rep at Sephora. I took my mom to Sephora, because I wanted to get her to try some other products aside from the Sheiseido future lx line she is devoted to. The store was not busy but it was very hard to get a besuty consultant to help us. We finally got someone but she was dismissive as soon as she found out that we were looking for a product the store doesn't carry. We asked for other product recommendation, and the sales person ping pong us to another younger girl. then the younger girl just pointed us to a brand (Claudaline?) and walked away. She provided no product knowledge, and she didnt give us a good reason on why we should buy the product. She just said it was anti aging and it's a moisturizer. thankfully, there was another rep there from it cosmetics who was willing to talk to my mom. we bought secret sauce and the CC cream from her. from her, I also learnt of a new brush cleanser from Ulta. we went to Ulta next door to buy it and got much much better customer service. I am very disappointed because I wanted to treat my mom, but I ended up making her feel old and unwelcome. I thought Sephora is the best because it seems more high end, so I never walk into Ulta however, the sales at Ulta treated us better! Sephora is no longer my favorite store because the sales people made my mom feel awful. I have been to other Sephora before and the experience I received was so different. Do Sephora sales people lack the ability to talk to older customers? was it so wrong that I want to have a beauty date with my mom at Sephora? you failed me, Sephora.

[KayTee0540]

So sorry you and your mom had to go through this. I myself have had horrible customer service with Sephora in kohls I was trying to exchange products I paid for with my own money for in store credit because my dad had purchased stuff for me and kept the receipt and he lived 70 miles away. the rude women kept saying she couldn’t find it in the system when I know I used my email for my points. I called customer service they said they see it and don’t know why the women couldn’t see it herself. She kept laughing smirking and being extremely sarcastic and rude and acted like I was being such an inconvenience to her which really embarrassed me even though we were the only ones in the store ! She kept walking away putting her sign up that she was away from her register and she even closed down her drawer 30 min before they closed so that she really couldn’t assist me anymore. Her manager came over tried to help and he was rude as well and I finally said to the girl what’s so funny why do you keep laughing and the manager said no she’s not laughing then he looked at her and she put her head down laughing still. I am in my 30s she was def younger then me but I think they need better customer service training and more knowledge of the products and if they pair well with each other and half the time they are out of the stuff I want anyway. I made a complaint and never heard back from anyone…….

[keelybt]

@KayTee0540 I'm sorry to hear about your experience. I will send you a PM for more information. 

[exquisitejade]

I cancelled my play subscription box because I am very disappointed with your customer service. Going to a bad Sephora store totally sucked the fun out of my retail therapy.

[ZakiyaBT]

Hi @exquisitejade,

I am so sorry to hear about your store experience. I will send you a PM for further assistance.

Best,

Zakiya

[exquisitejade]

Thank You, Zakiya. We went to the Fremont, CA, store. I also would like to add that as soon as I walked in, my Sephora app immediately knows and had a shopping companion notification. That feature made me felt valued. However, the actual in store experience was disconnected with the Sephora app. Shouldn't Sephora knows by now that everytime I walk into a store, I wanted to explore new products and spend money. Why did I walked away feeling so disappointed?