Contact Sephora Corporate

On June 12, 2019 around my friend bella (caucasian) and i aniyah (african american) were at the stand alone sephora store at west county mall in Des Peres, Missouri. We were browsing and testing products having a great time until one of the employees ruined our whole afternoon. The employee accused bella of stealing mascara which she did not. Bella simply opened the box to see if the product was in the box because the box felt extremely lightweight. the employee in question was standing next to us the entire time we were standing there, both watching us and helpin an elderly woman. We moved on from the mascara and walked over to where the highlighter was. Bella and I were testing highlighter when this employee stormed over to where we were and accused her of putting mascara in her bag; the employee claimed that she had footage on the security camera of Bella putting mascara into her bag. Bella emptied both her shopping bag from Pink and her purse to show that she was not a shoplifter. The employee then continues to harass us because she felt embarrassed. The employee wrongfully accused bella (a very loyal) customer of shoplifting and then didn’t want to believe that she did that and kicked bella and i out of the store to save face and started laughing with her fellow employees as we were leaving.
Bella and I wanted to take matters into our own hands (get a security guard) but we didn’t want to cause a scene or start any drama. So Bella called her mom instead, her mom was extremely pissed. We are currently taking matters into our own hands because this kind of discrimination needs to stop. We are human beings but also paying customers and deserve to be treated with respect no matter the age.

On April 7 2019, I, a African American customer visited the J.C. Penney Sephora, Brandon, FL store. Jesse assisted me and my daughter by preparing samples and helping me find an eyeliner to purchase. While Jesse was finishing up the samples a white customer approached her and asked her to help her find an item. Jesse turned to me and said, " we are understaffed so I have to ring customers between making your samples". Jesse walked from behind the counter, went to help the customer. In the meantime, a Hispanic customer was in line for a return. Jesse walked the customer( who obviously took precedence over me) to the FRONT of the line, rang up her sale, then turned to me again and said "my samples have to wait." I left the store angry and offended, but I went back to the store and asked Jesse for her name and Mgr contact information. It was very racist and unprofessional. Jesse was aware I was going to purchase an item and was not just in the store to get samples. I will NEVER return to this store. I thought maybe if I go to the other location in the Brandon mall, I could purchase the eyeliner and get better service. Wishful thinking!!! The male Sephora employee sprayed 2 squirts of perfume in the sample bottle and sent me on my way. I have decided to shop online from now on. I could post all about this on social media, But I have observed that its only a matter of time when customers will just stop shopping at your store then you will be like all of the retailers that were once retail giants but are now closing their doors and losing business to online shopping!!!

One person working the store around 5:45 pm on 7/19, 2018.. No one at the register. I had to go and get that one person and ask her to cash me out. My total came to $60+ for a moisturizing item that was placed in front of the $35 sign, as well as the sample of said item was there also. When I explained and visually showed this to Ms. Not Helpful, she nonchalantly said "oh someone who works the store must have put it in the wrong spot". So I asked her exactly what was moisturizing cream occupied that $35 slot and again shrugging her shoulder, she said "I'm not sure". I asked her to find out,and she said she didn't know. I then asked her to honor the price as it was the district your associates and she said she couldn't. And she let this paying customer walk out of the store located in Westfield Mall in the JC Penny in Trumbull, CT. I won't visit any of your stores and I will pass the word on to all the women that I know and I will inform them that Sephora does not honor their mistakes.

I have been so excited that Sephora outlet has finally arrived to my hometown in Ipoh. But, to my greatest disappointment my shopping excitement with Sephora has been shattered by the rude attitude of the staff at the outlet. It wasn't once or twice that I've endured such of a service (because I sincerely love visiting Sephora and its products offered - in my opinion were trendy and great). My recent visit was just intolerable!

The staff didn't bother to assist me whenever I needed one when they were more interested in talking among themselves (at that time the store was quiet with very few customers). Since they were busy talking, I decided to help myself with a perfume tester of my choice and the moment I did, one of the staff rushed over and took the product off my hands rudely. I was utterly annoyed by her behavior as though I was about to shoplift. Aside from that, they even walked away from me before I could ask for further information about the product.

Another disappointment on the same day, I had decided to purchase a Tartelette in Bloom of my favorite and again, I helped myself with the one I chose since the staff didn't bother to assist. However before I could do a quality check on the selected item, one of the staffs rudely asked what I was trying to do (again, rudely seize the product away from me) and she opened the product for me. How unfortunately, one of the palettes was in pieces. The staff looked at me as if it was my deed before I said it wasn't.

The matter was quickly resolved though. Overall, the matter I am trying to stress was that the attitudes and behavior of Sephora employees was truly disappointing for customer service. In comparison to the service in Sephora, Kuala Lumpur outlets services there were pleasantly and it has always driven me to visit every time I had the chance to.

All this may sound exaggerated, please do take the matter illustrated above seriously as words could not express the disappointment I had endured in this outlet. I wish to visit my hometown store with excitement in the future, therefore, hopefully that Sephora could take relevant action to improve on this matter. It was a pleasure to be a customer at Sephora and I would truly wish for the best.

I had very bad experience with Sephora in Jb Malaysia. I will recommended by one of the promoter that the items is suitable for me. And I had bought the items back home, after trying once I had experienced it that the items not suitable. And I had called the shop and spoken to the outlet manager. But she did not help me to settle the issue.

I ordered a palette, and it arrived damaged because it was not properly packed, just thrown into a box. I have never returned an item or otherwise complained, but I decided to contact customer services to let them know about the issue, and let them know I would be returning the item. I was aggravated that I would have to take time out of my day to return my purchase as a result of their carelessness. I was emailed back, saying a replacement item was on the way and to return the broken item. I was confused because I had specifically said I would be returning the item for a refund.

I asked if I would be getting a refund, and they told me I could not refund the item as a replacement was being sent. As a customer, it should have been my choice whether I wanted to return the item or exchange it. The whole ordeal was confusing, and I couldn't get a clear answer but kept getting emails from different people. Finally, I went to twitter and explained the issue and also tweeted the CEO. Sephora responded to me as soon as I started tweeting the CEO and told me that as a courtesy to me they were rerouting the shipment of the replacement palette, and that I would get a refund. The refund amount was incorrect. They also gave me a store credit for one cent, which made me wonder if they were trying to insult me.

Eventually someone called to apologize for all the errors and confusion and offered a 15 dollar store credit. I was glad to receive a genuine sounding apology so I decided to let the issue go. Then I got an email stating the CEO was following me on Twitter. I went to view his account, and noticed he had unfollowed me and blocked me. Very upsetting that the CEO of a company is unwilling to listen to respectful complaints. I have spent almost 4k there in the past four years and have been a loyal customer, but I won't be shopping this store anymore. What could have initially been resolved with an apology and acknowledgment of error escalated into something that is inexcusable.