SEPHORA

I had a disappointing customer service experience at this store. I went in December to return an item (purchased in November during the holiday period) and buy a different shade. The associate at the cashier register told me the return was not possible because it was past 30 days, even after I asked them to double-check the policy. Trusting their response, I completed the new purchase and left. Shortly after, I reviewed the return policy myself and saw that items purchased after October 31 were eligible for an extended holiday return through January 30. This policy was clearly active and had been for some time. I returned to the store again and politely pointed this out. The associate then agreed to process the return but initially claimed it could only be issued as store credit, which again contradicted the policy. After I questioned this, they reluctantly processed the refund back to my credit card. What stood out was the lack of accountability: there was no apology for the incorrect information, no acknowledgment of the policy oversight, and no indication they would be more mindful going forward. I also shared the experience with a store manager, who responded with a brief "okay" and did not express concern or intent to follow up. Overall, I left feeling little confidence that this would be handled differently for future customers. I’m sharing this so others are aware and in hopes that Sephora management reinforces stronger customer service standards and better policy awareness during high-traffic periods like the holidays.

On November 25, my friend—who is African American—and I, a Latina woman, entered your store to look at the men’s holiday gift set samples. We were not greeted at the door, but we continued browsing and smelling the colognes included in the set to determine whether the purchase would be worthwhile. After some time, an employee approached us, asked a few questions, and then walked away. Within minutes, another employee began lingering nearby and proceeded to follow us throughout the store. This behavior made us extremely uncomfortable. To be completely honest, it was clear that this occurred because my friend was the only African American young woman in the store and I was the only Latina shopper in a store otherwise filled entirely with white customers and staff. The way we were followed and monitored felt inappropriate, discriminatory, and strongly resembled racial profiling. I understand that stores must maintain awareness and security; however, treating customers differently based on race or ethnicity is unacceptable. As paying customers who contribute to your business’s success, we expect to be treated with the same respect and courtesy as anyone else. Because of this experience, I will not be shopping at Sephora again. I hope this matter is taken seriously and addressed appropriately so no other customer has to feel the way we did.

The staff at this store are so unhappy and unhelpful for the most of time and honestly felt they are forced to come to work. They had zero holiday spirit during December. I came to the store and found no one is at the cashier to help the customer. I intercepted a sales asking if she could help me, and she responded with a flat face "no, but I’ll let someone else know." All sales are busy walking like a breeze in the store and honestly there are more sales than customers at 11am and I don’t understand what they are busy with. I came for my birthday gift and the sales just asked me to go online to figure it out, with no real intent to help. It’s either Sephora’s overall customer service has downgraded or this store is particularly abysmal in CS. Avoid it.

Just went in Sephora to look at some holiday sets and new products. I genuinely felt so uncomfortable when all of the staff kept lingering around me. They were all following me and kept looking at my hands. It was a very weird experience. I felt uncomfortable and disrespected when all I wanted to do was shop. They kept asking if I was doing okay?!! They were profiling me and making me uncomfortable! I understand that in a retail environment you need to be cautious but how disrespectful of you to make another person feel like a thief when all they wanted to do was just shop for the holidays.

Skylar was amazing! She helped me with foundation color matching and made great suggestions for mascara and other items. She's so sweet and knows her products. I'm an old lady and worry younger ladies might judge me but she was so helpful. I'll be going back and asking for her.

Rude staff on the cashier. I used my gift card to purchase and I was asking how to use the machine coz it seemed to be stuck. she responded with "idk it's your card." It wasn't about the card at all, it's all about the machine being stuck. She started assisting people at our back too when it wasn't even 3mins that we were standing there.

The best place to find Dr jart Skincare there everyday Sunday stick is the best! easy to apply under make up and reapply over make up. a light mattifying Solid stick to powder deprotects and remoisturizes with hyaluronic built into it! a game changer for sun protection