SEPHORA — Attraction in Calgary

Went in the store today to pick up a mobile order I made on Monday. When driving to the store I realized that the product (then on sale when I ordered it) might not be today when I go pick up in store. Turns out I was right, it had gone off the sale.

Usually I love this Sephora. Great store, staff and overall feeling. However after today I don’t think I’ll be coming back. On to my story!

Immediately I greeted the cashier (super lovely young woman) at the front who asked me how I was doing and what I was shopping for. I greeted her back and said that I had made a mobile order but was hoping to do some browsing. She mentioned that sounded great and she’d bring the order up to the front. As I am a person who likes to be prepared, I just asked her quick if I reserved an order online when it was on sale but has gone off sale - what would the cost be today?/Is it a policy to honour the sale if it rings up regular? As a previous retail associate I always try to be an understanding and overly warm customer and knew that I may be SOL but still thought it warranted an ask. I wasn’t trying to cheat the system or force the store to honour a price after a sale.

The cashier didn’t know so she called over her manager. Two came over, I didn’t catch their names. But the one who addressed the question is the reason I’m making this review. Once hearing the question, without even scanning the product, the manager proceeded to scold me like I was her 5 year old child asking for more cookies after already having too many. I was told they would only adjust the price this one time but if it happened again they wouldn’t honour the price and I needed to make sure I was picking up during the sale time because this wasn’t how things were done. I barely said a word. She promptly turned on her heel and left leaving me feel like I had my hands slapped for purposefully trying to rip the store off by not realizing that the sale would be ending soon. I ended up not browsing and asked to purchase my order at the front instead.

I completely understand store policies and if they had told me nothing could be done I would have been fine with it. But why not ask? And why be so rude when asked a question?

The sales associate and other manager were lovely, I have no qualms with them. But if the other manager is regularly speaking to customers and her staff that way? I think something needs to be addressed among their leadership team.

Oh, also no price overrides needed to occur. The system automatically honoured the initial sale price from the barcode on my order when scanned.

I know me not shopping there means nothing to the store, they’re not losing anything from my small amount of business.

I just hope someone reads this and checks in with the staff to make sure they’re being...

Today I brought my 10 year old daughter to Sephora for the first time as she wanted to purchase something for her skin care routine. She loves taking care of her skin and been regularly on top of her skin care at night and in the morning. She was interested in purchasing Glow Recipe Watermelon Dew Drops. We went to the area and a girl name Ateris Or Arteris asked if me and my daughter needed help. We asked her if there’s any of the watermelon dew drops mini in stock. She asked very rudely “why do you need it?” I didn’t answer her because she doesn’t need to know why my daughter needs it. And then she sad “it’s out of stock” we asked her if she can get us the package up there cause it comes with the Dew drops and the cleanser and mousturizer. She also asked again very rudely “why do you need it?” And she has the audacity to say “I feel sorry for you.” I asked “excuse me .. why do you feel sorry for me?” And she goes “There are kids coming here telling their parents what to get and they don’t need any of this. She doesn’t need this. She shouldn’t be using this product for her skin.” First of all I didn’t ask you for your opinion, we asked you to get the product for us. Second of all, my daughter doesn’t wear make up, I want her to take care of her skin and you are able to introduce skin care products and self care to your kids as early as you want to. And third of all, I’m purchasing products from your store and you are not selling it well, you are in the wrong industry. This was the worse 1st experience my daughter had at Sephora, please have this girl let go. I am still in shock and disgusted by the way she treated me and my daughter such trauma. The girls at the front cashier was able to help me at the end because I told them what Arteris had said to me and my daughter. Arteris whatever your name is you made my daughter feel bad about herself because she want skin care products and wants to take care of her skin. You should not be judging my 10 year old daughter for wanting to purchase skin care products. Thank you to the girls at the front who made my daughter feel better and the manager who had to speak with Arteris. I hope she learns her lesson and I hope she doesn’t put any other kid or pre teen through this again. Sephora you need to properly choose who you hire because I would not recommend Arteris to the Beauty Industry as she judges anyone who is taking care of their skin. Arteris is disrespectful, rude and an awful person. I Don’t know if she was just having a bad day, but way to ruin me and my daughter’s time shopping before...

This Sephora is probably the most hit or miss in the area when it comes to customer service. It's usually a miss. If you want to match yourself to makeup, get ready to be stared down and followed around by staff. If you ask for help shade matching they'll either offer to do it using their Color IQ device and won't take no for an answer (do not trust this device. The matches are SO inaccurate and this store has the worst lighting out of any other Sephora. it is SO dark, it only makes it worse) OR most of the time they will help you and match you to the wrong undertone, even if you insist it isn't right. Sometimes I will stand by a product to Google reviews or look on the app, and I'll feel staff watching me as if I'm going to steal or break something. Whenever I have asked for recommendations or help in skincare or hair stuff, they just tend to recommend you to the most popular/best selling items. They have nothing informative to say. Majority of the staff is undertrained and barely know surface level information, which is whatever but at least let me compare products in peace without feeling harassed. They also have greeters at the front who will hand you baskets and say "What are we looking for today?" I find this so weird. Last time this happened I said "Just browsing" and walked in, and I heard the girl talk on her radio about me being a sketchy customer. A simple hello and offering a basket would be better than those weird questions. I don't know what I'm looking for yet, can't I just browse in peace?

It seems their main focus is to deter theft and everything else is so far back on the list like actually helping people and training their staff. I understand that theft is a big problem in retail, but if you literally judge most customers walking in and label them as sketchy just because they want to shop without help or because they want to make smart choices before investing money in something and look for comparisons, reviews, etc. instead of trusting a random staff member who knows literally nothing...then what the heck? Funny thing is that I'm sure they're nowhere near as rude to the pre-teens coming into the store and messing up displays and actually stealing $200 skincare because they are minors.

Honestly, Cross Iron has better customer service. They are so friendly there and understanding. Chinook is next. Market Mall Sephora is just such a weird energy. Just drive to one of those Sephoras instead and have a better experience. Or find your colour at Market Mall and order online to not give money directly to...