There are problems with implementation of a Sephora inside a JC Penny, as well as with the staff..
First, since this is a JC Penny Sephora, it doesn't have access to any of your orders, purchases, or recommendations from actual Sephora. They will also not refund you with Sephora credit, but with JC Penny credit. That's just store policy, and while I wish I had known about it before I went in, it's something I can live with.
The second issue I had with this location is the staff. Now this part is something that needs fixing, and I definitely do complain about. The store was devoid of any customers on 12/26. (Except 1 lady that came in to return an item during my 30 minutes there) When I walk into a Sephora, I am usually greeted by every associate working there, sometimes to a fault. (Sometimes when I just want to browse, I feel like I'm still being asked to help every two seconds) No such greetings here. In fact, I had to flag an associate for help. She was talking on her phone. She had on AirPods and maybe thought I was too stupid to notice that she was still on the phone when I asked for help. She never hung up, and continued to talk to that person, and went right on talking with whomever she was talking with after offering me some assistance. A very begrudging assistance, mind you. I really think it's unprofessional, rude and downright termination-worthy behavior in salespeople. How can they can paid to help customers, but make the customers feel bad or chastised for asking for help so you can chat with your friends during work hours??
Thankfully, the counter was manned by some other associates, and I didn't have to talk to the rude, on-the-phone girl. At the counter, though, I had to learn all about the JC Penny/Sephora thing, when they couldn't pull up my order, then after all that, I couldn't get a Sephora credit. After some 15 minutes of struggling to get a refund, I gave up, mainly because I did not ever want to come back to this location to spend some $200 without the option of going to a real Sephora. Their attitude for me deciding not to take the JC Penny credit was also very unprofessional. Never mind an apology. I felt like a 7-year-old being chastised for not knowing their store rules in advance and making them do all this work.
This is a shame on the Sephora brand. I am sure they work so hard to keep their associates educated, and they are allowing places like this without the proper personal to actually represent their brand.
By the way, the store is also not properly stocked, with "try" items in the makeup section all out of place as respects color options, and certain products in the wrong sections. read more
