SEPHORA — Attraction in Ottawa

My last visit at Sephora was but a dream. KAT is the employee who helped me.

I appreciated 3 main things about our interaction:

She did not lie:

When I presented her with my dilemma, Kat, said: I do not know, but we'll find out. She did not lie about knowing the answers, she tailored the experience to my needs. The fact that she did not try and lie, makes me trust her 100%. I would definitely always try and find her for help.

She was curious:

I TREMENDOUSLY appreciate the curious nature of her questions. She did not try to tell me about other people's experiences, but drawing from it, to ask the right questions. I believe it requires some level of empathy, to put yourself in someone else's shoes and ask the pertinent questions. THANKFUL for that aspect of our exchange.

She actually provided me with insight:

I bought the AMIKA BLOWDRYER and wanted to purchase one of the line products along with it. She was able to ask me what my experience with other products was to really let me know about what I COULD get from the oil from the AMIKA line. I ended up going for what I usually go for, the Moroccan treatment oil, but the back and forth was insightful for both of us. I gave her my insight on how some oils perform on my type of hair and she was so receptive of the information... it was spectacular.

(Bonus) She did not shy away from my questions, and accepted the ''challenge'' like freaking CHAMP:

What I mean here is that, KAT, did not try and divert the topic at hand. She did not try and find someone that LOOKS LIKE ME to help me. She handled the whole interaction with such poise, understanding, and expertise. Whenever I was asking her questions about what other clients that have the same hair type as me have said, she had answers, which made me believe that she can ACTUALLY CATER TO DIFFERENT populations, groups, etc. and relate.

All in all, Kat was fabulous... I loved her, and it was a pleasure typing up this review for her. She deserves it. She was fantastic. Good job Kat, and I wish you NOTHING BUT SUCCESS. CALL ME, IF YOU WANT TO OPEN A YT CHANNEL SO WE CAN REVIEW SEPHORA PRODUCTS...

Yesterday, January 22, 2023, my 13 year old daughter was approached in the Sephora at the Rideau Centre Ottawa location and accused of stealing. As a child, faced with pressure from an adult, she complied and emptied her pockets. The item she supposedly stole was a half consumed pack of tic tacs. Upon realizing the error, the employee did not apologize.

There are a number of things wrong with what happened at Sephora yesterday: Suspected or not, a child should never be confronted in the open. By accusing her of stealing and demanding she empty her pockets in a crowded store, your employee humiliated my daughter. Under the Criminal Code of Canada, a person cannot be accused of stealing before actually leaving the store with an item they didn't purchase. My daughter was accused in the store. An employee cannot search a customer or demand they empty their pockets. My daughter,  confronted by an adult the way she was, didn't know she could have refused to comply. She is a child. If the employee suspected my daughter stole something after she left the store, they could have detained her while placing an immediate call to the police and having her call a parent. Again, she didn't leave the store, she was accused in the store. There is something called "Shopkeeper's Privilege". However, for it to apply, there must have been reasonable and probable grounds to believe that property was stolen, i.e. taken out of the store. As my daughter was accosted in the store, Shopkeeper's Privilege doesn't apply here. I suspect she was dealt with in the open to avoid an accusation of false imprisonment (though given the situation, I doubt the employee was knowledgeable on proper procedure). Section 494(2) of the Criminal Code clarifies that the restraint need not be physical in nature; imprisonment can result from psychological or moral coercion. In this instance an adult pressuring a child indeed fits.

I understand the challenges stores face with shoplifting, that does not usurp the obligation of the merchant morally and under the law. What happened to my daughter...

This rouge event was treated as a joke at Rideau location . I believe the floor manager Justin was terrible , no one on the floor knew about the “special services “ offered (there were none ) . As a rouge member I can walk in to the store and ask for mini facial and mini make over anytime so why were only those two being offered at this special rouge only event . The store wasn’t busy and we were told they are not taking any reservations for facials yet somehow the lady doing facials was busy till 8pm and to check back at 8pm which we did and then were told the girl only has enough time to do one facial not two (one for me and one for my guest) . Mikeilah and the lady who did our facials her name starts with Z were the saving grace at this “event” other wise there wasn’t any other brand tables or services being offered ! Snacks included chocolate and water .

Both me and my guest bought 60$ worth of product yet the cashier told my friend that she can’t get the sample bag because she isn’t rouge. When I finished my check out and went to stand next to my friend she told me that she doesn’t get a bag and I said noooo the email said both of us get bags if we each spend 60$ (they had more than enough bags behind the counter ) to which the cashier said oh she is your guest I didn’t realize and I said how would she be shopping in here right now if she wasn’t with a rouge member then the cashier asked me for my phone number so she can verify my account I handed her my red card thank you very much ! Again how would I be shopping in there if I wasn’t a rouge member ?

I don’t even think sephora Rideau team can redeem themselves specially with Justin in charge !

Thank you mikhela and the lady who gave us such relaxing facials .

Update : I was contacted by Celine from sephora Rideau centre and she went above and beyond to make up for what had happened . Thank you Celine , Alanah, Nessa and Sarah for an...