SEPHORA — Attraction in Burlington

I bought pureology shampoo and conditioner online from Sephora at the beginning of November. I tried the product once and even noticed when I did buy it that the bottle was not full to begin with. I tried the product and was not satisfied as it actually made my hair very dry. I decided that the product was not for me and that I would return it to Sephora when I had time, but also before the return date. I looked online and saw that I was able to return the product to Sephora online or in store and decided I would return it in store since I needed to pick up other items for Christmas. I arrived at the store and explained to the associate that I would like to make a return for these two products. She opened the product and squeezed them. She then looked at me and said, "I'm sorry we only accept gently used products." My fiance and I were both appalled and quite embarrassed to have someone accuse me of returning a more than used product. I explained to her that the product came not full to begin with and never does, as I had tried the product once, and was told to not use it a lot when trying it for the first time. I then saw her huff and puff in front of me and then tell me "Fine, I will do the return." She began to return it and then as I got my method of payment out, she said, "Sorry, it will only go back on your credit card." Which I knew was a flat out lie. I then told her I have two options here, return the product with you or go home and return it myself to get my money sent back to my card. She then said, "I will call my manager." She called her manager for over 5 minutes and no one came. When her manager came over she mumbled to her and then the manager looked at me and said, "I'm sorry we can't give you a black friday deal." I was so confused and so was my fiance. I said, "I'm not sure what you are referring to but I just asked for a refund to my card and not a gift card." She then looked at me and said, "Oh, yeah, you can get that" and told the associate to give me the refund. She was very rude to me and judgemental which made me feel like she was judging me based off my Indian background. I have never felt so judged and racialized in my life like I did today and I would like some sort of action put in place. My plan was to continue to shop and buy something else but after today I will not be providing any money to that store based off the racism and judgement I felt. I even asked her for her name and she gave me the Managers name instead of hers until I asked again for hers.

Ramia was the associate who served me and racially profiled me. Brittany was the manager.

RACIST...

I’m a loyal brand user of specific skincare and makeup products. I gladly repurchase the products that I have grown very fond.

Customer service (negative 5) Most recently I have noticed the advertisement for the new Clinique ID skincare collection and wished to try it out. I was approached by the older skin care cast member and was completely talked down to like a child. She hovered and did not provide me with space to move my arms to reach out and test out the new products in the clinique skin care line. Since I couldnt test the product I asked about the chemistry and ingredients used in the skincare line.

Unfortunately this castmember should not be working in this section because she couldnt even list the ingredients (by reading the ingredient list off the box) nor was she willing to demonstrate the products.

The older skin care cast member was unprofessional, unknowledgeable and overbearing. Her comportment was unbecoming of someone within the customer service sector. She lacks social and professional skills. This is not my first encounter with this castmember and her behaviour has not changed.

In constrast, I saw a younger cast member helping another customer. The cast member allowed the customer to hold the product and even demonstrated the viscosity of the product on her hand.

I asked to speak with the store director but she was unavailable. Left the store director a voicemail message regarding the incident and have not received a response.

Location (+ 3) Conveniently located on the second level of Mapleview mall. Plenty of parking located at the mall.

Wait times (+3) Cast members quickly process customers at check out.

Overview This sephora location is relatively small compared to other locations nearby.

I will not return to the Mapleview Sephora location to add to their yearly sales quotas. I will demonstrate my power as a consumer and will be making my purchases at...

I visited this location on Oct 28, 2017 maybe close to 5:30pm and was looking at their vast array of products including Urban Decay, Fenti, and Too Faced. No one had bothered me, which I was extremely happy about as I do not like being bothered when I am shopping. However one employee had come up and asked me if I needed help, I politely declined and continued to shopping. She however hovered over me while I continued to look around. When I had picked up a pre-made gift box from the Too Faced line, I was curious to see if it was all wrapped up as one package inside, or 3 separate ones. The box was not sealed anywhere, so I figured that it was safe to open and look at how it was packaged. The second I opened the box, the employee who was hovering over me, grabbed the product out of my hand, and pretty much yelled at me "don't open that!" It was loud enough that people around me had turned around to see what was going on. This employee had managed to anger and embarrass me at the same time. Not once had I ever encountered an employee like this at this specific Sephora. I collected my purchases (from other stores) and walked out, without purchasing anything. On my way out, I turned around and called her a rude person. I felt so angry after I left the store. She made me feel like I was a child and I was being scolded for touching something that wasn't meant to be touched. The whole experience left me with a sour taste in my mouth.

To the managers of this Sephora location, I hope that this is not a regular practice for you to tell your employees to take part in. If that is the case, then I will purposely go out of my way to go to another location, like Oakville or Limeridge, where their employees are professional. This is unacceptable behaviour from anyone who works in a...