Urban Decay at Selfridges

I booked two eye make up applications - one for Friday 16/02/2018 and one for Saturday 17/02/2018; both at 7:30pm. I arrived on Friday and was very pleased with the artist’s work I chose to upgrade my session to a full face makeup. There and then I requested that the following day’s booking be updated to a full face application as well, and she assured me she would add it to the stall’s diary. Realizing that I would be tight on time to get ready for my event, I came by at 5:30pm on Saturday and asked 2 ladies at the stall if it would be ok for me to come for my make up application around 6:30pm or 7pm instead of 7:30pm since I would be tight on time that evening. They assured me that it would be ok and had my contact details jotted down in the store diary if they needed to contact me. I left on a happy note, reassured that I’ll be on time for my engagement that evening. I shopped a bit and showed up to the stand at 7:10pm, and to my surprise the lady working at that time told me that it would be impossible for her or her colleague to apply my face make up, let alone my eye make up!! Her reasoning being that they were understaffed and that the lady initially assigned to my application called in “sick". She kept saying sorry, which clearly didn’t fix the problem. People call in sick all the time; I have trouble believing that the artist who did not show up didn’t notify before. My appointment was scheduled well ahead of time, and I proved my commitment by showing up the day before. The least that could’ve been done would’ve been to notify me, seeing that they had my contact details. And the worse part is that I physically showed up to the stall 2 hours before my appointment where I could have been updated on the situation then and there. Moreover, Selfridges becomes relatively quiet on Saturday evenings and I truly believe that having one lady on the floor to serve the few customers would’ve been very feasible. There’s a reason I made this appointment, and I obviously relied on it until the very last minute. The treatment I received is unacceptable, I should’ve been warned and I believe that your artists should’ve gone way above and prioritized me that evening rather than turned me down. The situation was dealt with in a very poor manner and I will never rely on Urban Decay again. This reflects on your poor management and I hope you’ll implement new procedures to make sure this doesn’t happen to any of your customers again. I am truly disappointed and find that it’s such a shame because you do have very talented artists but really bad customer service.

I had an awful experience here today. I asked to try a bronzer on one cheek, I was told to book a makeup appointment. I emphasised it was one cheek not the whole face to see the colour and I was told (grumpily) to take the make up off one side of my face, I did so. She then applied bronzer straight to my foundationless skin on the one side and walked off. I then saw her stand and look into space on the counter for 10 mins. I really wanted to buy the product so went to carnaby street store to buy it and check colours the staff there were absolutely lovely and so helpful.

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