SEPHORA — Attraction in Calgary

I've been a rouge member for 10yrs with over 8,500 points to date AND I never write reviews BUT this story must be told. My mom and I BOTH picked up the lancôme booster XL eye lash primer and we BOTH put them into our separate baskets. The Lacome booster XL eye lash primer was price displayed at $30, my mom goes FIRST to pay and the till registers the item for $43 plus tax. My mom and I went back to check the price and indeed the price was $30. We approached one of staff members on the floor who happened to be a team lead or manager who went by the name of Faye or Fidya (forgiven me I'm not sure on the spelling) who started off super nice, saying sorry this is an error and no problem come back up to the till and we will adjust the price difference. Now I go pay for my 3 items (one of them is the lancôme booster XL ) while my mother is getting her price adjustment, I say to Miranda (she/her) who is ringing my items through, now that Faye or Fidya is HERE adjusting my moms price on the lancôme booster you may want to ask her to help you adjust the price on mine. Not knowing this would turn into a BIG huge ordeal because Faya or Fidya is adamitt that she can't price adjust my lancôme boosters just my moms. Even-though, my mom is standing right beside me and Faye/ Fidya is still doing the price adjustment.She said I needed to pay $43 and not $30. I say you haven't adjusted the price yet on the floor so can't you just honour the price, right after me? she firmly says, No I can not, well then, I say I will go take a picture with my phone , will you honour the price then? she says , no it doesn't matter. Constant back and forth , while she's still ADJUSTING my moms price. ...like truly, she was making a point, standing firm on her decision. I understand the price display was a mistake but clearly you can not honour 2 lancôme adjustments?. literally at this point its the principal, the price displayed on the floor still says $30. Miranda (she/her) now decides to roll her eyes at me like I'm the idiot. Now my daughter goes and pays and I stand back because clearly I needed some time to unwind. My mom goes up with my daughter and begins to tell the incident to a new girl at the till, so now I go up and say its ok it doesn't matter lets pay and go home. This girl takes the time to listen and says that's not right let me call Taylor another manager/team lead on shift. These 2 , meaning Taylor and Im so sorry I didn't get your name? you two took the time to fix this mess . Taylor priced adjusted the lancôme booster at $30 with no hestation and Taylor noticed on my bill that I didn't receive my 4X times the points today. Miranda did you miraculously forget to give me my 4X times the points today because you were too busy rolling your eyes at me and forgot or was it done on purpose??? A BIG THANK YOU to the girl who actually cared and listened and in turn called Taylor! a BIG THANK YOU to you Taylor! This store needs to seriously retrain staff and managers on basic customer service skills. I understand the customer isn't always right but you can work together with some common sense and come to agreement. The 1 STAR goes out to Miranda and Faye/Fidya shame on you both. This incident happened on Saturday, June 24/2023 between 8:00pm- 8:45pm, store #514 ,...

I had a really bad experience shopping at Sephora today. I received a 20% off coupon in the mail, so I went to the cashier (a Filipino guy—I don’t know his name) to use it. He looked at the coupon and immediately seemed stressed, unsure how to apply it. He then asked another staff member for help, and they both told me that the coupon was valid only online, not in-store. They pointed out that this was mentioned in the fine print. I accepted that I may have misread it and stepped aside with my boyfriend to check the fine print ourselves.

After reading it carefully, we saw that the coupon clearly stated it was valid both in stores and online. So, I went back to the same cashier—since he was already helping us—and showed him the coupon again. Instead of rechecking it properly, he simply said, "Maybe it’s only for the States?" and looked visibly annoyed. (The coupon writes " sephora.ca") -in store canada, he didn't check it again. He went back to ask the same staff member again, and this time, she tried applying it and realized it actually did work. She told me to go grab my items again so they could ring them through properly.

I quickly got my items (like 1 min or less) and returned to the cashier, who was now helping another customer. That was fine, I understood its a long lineup—I waited patiently for him. After he called out the next customer In line and instead of just finishing my transaction after he was done, he looked at me and pointed at me to go re-enter the entire lineup again. I was completely confused. I hadn’t cut the line or tried to budge ahead—I had already waited my turn before they incorrectly sent me away. I didnt want to cause any trouble, so did lined up again. I then came to another staff (diff staff) standing next to him, he didn't even look at me (which is fine). She helped me out.

The staff members had misread the coupon and confirmed the wrong information twice, and now I was being sent to the back of the line because of their mistake? Honestly, I'm pretty nice about it, and I'm not being mean or anything.

The philipino casher just gave me a blank stare and seemed frustrated with me for no reason. I understand that he might have been stressed or having a bad day, but Sephora is a place where good customer service is important. If you're working in retail, you should at least try to be professional and welcoming. Instead, I felt completely unappreciated as a customer. I get that the store is busy, but that doesn’t mean they should dismiss individual customers just to get through the day. This experience made me feel really unwelcome. I know that this feedback won't do much, but I felt like its the right thing to let the...

I shop at Sephora quite often, but will absolutely never go back to this location. I was about to enter the lineup for the till, when an associate offered to ring me thru using a mobile machine. I asked the associate to give me a moment to go through my basket to decide which of the products I was going to actually buy (I had quite a bit as I was trying to find a new foundation/ concealer, so I was just throwing in options to compare), I put my basket, the drink I was carrying, my phone which was in my hand, and a bag (with receipts to what I had purchased in another store) on a chair and started sorting. I was placing the things I was going to put back in the basket and the things I was going to buy in the bag I was carrying because there was no room anywhere for me to put anything else, I wasn’t concerned about it because I had an associate right there with me, holding the machine to ring me thru. All of the sudden another associate walked up to me and accused me of “trying to conceal”….I was honestly taken back, a bit stunned and tried to explain that there was another associate right behind me, ready to ring me through, and whom I had literally already told exactly what I was doing, but this associate wouldn’t let me get a word in, I tried numerous times to explain, but she kept cutting me off asking me, “do you want me to arrest you, empty your bag”. In the moment I was literally thinking 1) is it even legal for her to search my things, 2) should I be the one to actually call the police and reporting her for harassment, and 3) honestly, just straight confusion and disbelief at how aggressive she was (literally yelling at me and cutting me off every time I tried to explain). Eventually I just gave up, said “forget it” and walked out. In hindsight, I should have turned around to grab the associate that was waiting to ring me through, but I was just so confused and taken back and honestly so embarrassed as everyone in our vicinity was staring. I understand that crime has increased, especially shoplifting and I’m sure store associates have been trained to be on high alert, which is totally understandable, but this can’t actually be standard practice?!?! Honestly, looking back on it, I wish I would have had enough wit about me to actually INSIST a...