I've been coming here for years to buy my makeup, and I honestly never thought I'd have to leave a negative review. Unfortunately, my experience today was very disappointing.
I came in looking for a new foundation shade, and the associate with the orange hair was very helpful at first. I asked if I could try a slightly darker shade, and she found one for me. Before I left, she even told me that if it didn't work out, I could bring it back.
A few hours later, I returned because the shade ended up being a little too dark. I noticed she was busy, so I patiently waited until she was available. When I told her I needed to return it because the color wasn't quite right, she let out a sigh and simply said, "Okay." I immediately felt like I was inconveniencing her.
I asked if I could exchange it instead, and she told me no because I had only purchased it a few hours earlier. That was fine--I wasn't upset about that. I explained that I had brought my own Studio Fix foundation so I could find the closest matching shade.
I waited again while she continued helping other customers. After she passed by me a few times, she finally asked if I still needed help. I told her I was looking for another shade. She handed me NC40, and I asked if there was an NC41. She quickly replied that there wasn't. Throughout the interaction, she seemed annoyed every time I asked a question. I completely understand that retail can be busy and stressful, but customers shouldn't be made to feel like they're a burden for asking for assistance.
When I went to pay for the new foundation, she rang me up so quickly that I didn't even have a chance to tell her I was supposed to receive 25% off my purchase. Before I could say anything, she had already pressed the payment button on the register. She handed me my bag and walked away without saying "thank you," apologizing for the confusion, or even acknowledging me.
I've always enjoyed shopping here, which is why this experience was so disappointing. Great customer service isn't just about helping someone find the right product--it's also about treating customers with patience, kindness, and respect. I hope this feedback helps because I'd hate for someone else to leave feeling the way I did today. read more