SEPHORA

Frequent the store for myself and gifts. Can’t seem find a foundation that doesn’t irritate my skin or flake off. I purchased a few different kinds. I didn’t return them as I didn’t blame the associate that assisted me, it was my decision to purchase them. I asked the associate standing by the door tonight for assistance and she refused to help me. She stated she would send another artist over and never did. She stood at the register and watched me walk out without making a purchase. Doubt I will go back.

I would like the makeup artists to be available and allowed to assist me in learning how to use and apply the products I’d like to purchase and work with me to apply them so that I can feel good that I’m getting the right shades and color tones. When I asked for help I was told no, the associate would only be able to apply one item and I could pick if it should be a contour stick, a highlighter or a foundation - not all three and not the eye shadow I wanted to try. I said “well I’m looking to purchase 8 or 9 items and spend $200-300. I have never done contouring and I’d like the associate to show me how to do it and to make sure I’m getting colors that look nice on my skin.” The answer from the manager was that I need to book an appointment and pay for that service. I said again, “How can I spend $200-300 on makeup if I’m not sure how to apply it and whether the colors are right? I’ve never been refused help at a makeup store or counter...” I was angry and almost left the store. But Silvana was very nice and said she’d do her best to help me. In the end she helped me with the foundation, dark contour, a couple different types of highlighters to see what works best for me and a blush. I ended up buying 7 items for $220. I’m not sure if I’ll be back to a Sephora again given the treatment I received and the new philosophy about NOT helping customers. Everything I purchased I can get from the department store makeup counter or online. If I return, the only reason will be that Silvana was so helpful. As a company you can choose to offer added services like full makeup for a fee. But that doesn’t mean you should refuse to help customers apply the makeup products they would like to purchase, especially if they ask for it and say they haven’t used these types of products or these techniques before and need to learn and/or test the colors with the opinion of a professional. That is the only reason to come to the store in the first place, otherwise can just purchase online. Your approach makes customers feel like scum frankly. You should treat customers with respect, believe them when they say they need help with new products, and actually help them rather than make them feel like you think they are trying to get a paid service for free.

I’m an adult with a younger looking appearance and every single time I go into this store I get followed like I’m a teenager and questioned when I pull out my credit card. It’s not even just this location but almost every smaller Sephora I go into. I have no problems when I’m downtown. Besides even if a teenager is shopping they still should be treated with respect if they are buying things. I’ve worked retail before and would never treat my customers so poorly

Silvana was so helpful with my lashes!

Love the Anastasia rep. Great personality and suggestions of product