I have given the Sephora inside this store way too many chances. In total, I have been there 3 times and 2 of those times have been the worst experiences with customer service of my entire life.
The first time I went I was returning a product purchased online. I stood in line for 40 minutes, (no, not an exaggeration) so I asked what was taking so long, not once, but twice, and the cashier acted like she didn't hear me (the cashier next to her made eye contact with me a few times as we exchanged confused looks). The biggest problem was that she WOULD NOT talk to me! When she finished the return she gave me a gift card and it said JCPenney on it, so I asked why it said that instead of Sephora. She said in an annoyed tone that I could only use it at this one specific store, not a real Sephora. I didn't understand why she was annoyed with me when she was the one who wouldn't respond to my question. Well okay, that's all fine and well, but she could have told me that instead of refusing to speak to me. I was very annoyed because it was a $50 item, not something little, and she didn't even have the decency to explain to me what she was doing. I got so tired of waiting I finally had to leave. I should have just asked to cancel the return and returned the item to a major Sephora, but at that point, I had lost all hope that she would fix it.
The second time was good. A much more kind and down to earth employee helped me and gave me some free samples. I thought maybe I just had a freak experience before. But it wasn't.
The third time was the worst. I popped back in to use the gift card that I never wanted in the first place to try to find a blush to suit my problematic skin. I asked if I could try on a specific blush to an employee and explained that I find it difficult to find a color that won't accentuate my redness in hopes that she might be able to help. Wrong! She tried on the color I was considering and piled it on. It looked awful, but I know that might not have been her fault. The fault she made was telling me that nothing that I put on my skin would look good if I didn't "exfoliate and moisturize." When I explained to her that I in fact do that as best as I can with my ingredient sensitivities and extremely sensitive/problematic skin, and have recently found the best working products for my skin in years, her response was, "Really? Are you sure? It doesn't look like you do. You really need to moisturize and exfoliate regularly. Maybe you should try taking care of your skin."
She kept making more subtle insults like this. I have been in this situation before at a different Sephora, and while the other time was worse, I am never a fan of being insulted in this way. Yes, I have problematic skin, but no one gets to tell me what I do and don't do. If I say I do it, then I do it. Would I really lie to a random employee? This is exactly why I don't trust these employees to do my makeup anymore.
If the employees can't handle problematic skin, then why do they work there and aspire to become makeup artists? Some people have real issues and major insecurities and the last thing they need is for their flaws to be pointed out and also be insulted.
Anyone with problematic skin, especially rosacea, knows that there is only so much you can do. And if I'm in a makeup store, chances are, all I want to do is figure out how to cover what the hell I want to cover.
Never going here again as long as I live. I'll just buy everything from Ulta. read more
