SEPHORA LONDON EAST — Attraction in London

I had a horrifying experience at this store recently and will not be visiting again!

It was my first time visiting the Westfield Stratford branch and to say I am shocked by the disrespect I encountered is an understatement.

I came in to look for an Hourglass Concealer which I had never purchased before so I was looking to get colour matched. I was greeted by this lovely, sweet lady which won’t be named. Her customer service was outstanding and if I ever return to the store it will only be if she serves me! She took the patience to colour match me and after finding the perfect colour I expressed to her how I was after a skin tint too. She was so patient and tried many different shades on me - I explained how having come back from holiday and being very tan, I am quite unsure about which shade to get - she was very accomodating and tried several shades and brands with me. She gave me testers for each so I can find the perfect one for me and I was beyond happy and grateful!

Whilst she was testing these products on me, we were approached by her manager, Troy, who abruptly interrupted us and asked ‘Will this be any longer as we have quite a few customers waiting’. I was astonished by the way he spoke to her in front of me. The lady serving me looked very ashamed and apologised to me for his behaviour and explained that he is actually the customer service manager. That baffled me as this behaviour was very far from good customer service. At this point I was feel very unwelcome but the sales assistant reassured me that we can take our time and it wouldn’t be a problem. 10 minutes later, she is putting together some testers for me and he approaches us again telling us ‘Sorry can you just hurry up, I understand these are your friends but we have a lot more customers waiting.’ I was appalled. Not only have I never met this woman before for him to be calling us ‘friends’, but he also went on to say the service she is offering is ‘VIP’ and ‘paid for’. I made it clear to him that me and this lady were not friends which he clapped back by asserting that he saw us ‘hugging’. I explained that I had never met this lady before, we did not hug, and it was in fact her great customer service that made it seem like we had known each other prior. I was honestly horrified. I have never felt more unwelcome and embarrassed. As a paying customer, I find it outrageous that a ‘Customer Service Manager’ of all people would speak to me like that and can only assume that it was because we (the server, me, and the friend I visited with) were all wearing headscarves that he assumed we know each other.

I honestly will not be visiting the store again as I am horrified by this experience and do not take well to blatant disrespect at all. The fact that this man is a representation of Sephora is honestly quite disgusting.

I hope something can be done to ensure others do not have the same experience as me on their visit as this was extremely...

Horrible and disappointing experience!!! I wish I could give Zero stars. Visited the store today 03/08/25 at around 2:30pm. All I can say is that the reviews of customer service and lack of professionalism is all true. I visited the store today and spent over £100+ on items. Being a frequent customer at this store I have never had an encounter like this in any other store ever. Today, as I was leaving the store after my purchase, I had just passed the security alarm and a security guard named Babajide stopped me despite the alarm NOT GOING OFF. He then proceeded to tell me to show him my receipt- No, 'please' or manners at all as he did it in a very rudely tone. Felt like a demand the whole time. Very unprofessional. In my hand I had a tiny lip balm which was one of the items I had just purchased and was about to try out. I questioned him as to why he was stopping me as I had just purchase multiple products and the alarm had not gone off which felt very targeted. He then tells me is his 'right' that he needs to see my receipt. I proceeded to show him the short receipt which the till has giving me showing my purchases- which in response he tells me that that is not the receipt and that I needed to show it to him. I tell him that my phone is in very low percentage and I'm struggling to find it- which eventually I did find. However, at this point I'm asking him to call his manager and for him to give me back the other receipts, which he refused to. Two other security guards proceed to come not sure which one is the manager and begin to tell me to 'calm down' after the horrible experience I've just had with his colleague basically making me feel like a thief. I showed them the receipts and tell them about their lack of professionalism and customer treatment. One of them then tells me that they are in reason to do this as the alarm has gone off????? I told him that the alarm at any point DID NOT GO OFF and that is the whole reason for my complaint and then he tells me to go though it again- which I did and obviously does not go off and left after the disgusting treatment I received. Not even an apology from them lot.

Following from this experience I will be getting in touch with the Complaints Sephora UK team. As this has been unacceptable behaviour...

I am extremely disappointed with my recent experience at Sephora Stratford, which resulted in me missing my graduation ceremony. Here's what happened:

I booked a 45-minute makeup appointment for 13:00 on the 18th of July, the day of my graduation. I arrived on time, only to find no one available to assist me. After some confusion and delays, a young, inexperienced makeup artist was assigned to me. She took an absurd amount of time to clean her brushes and gather products, making me wait unnecessarily. The service extended well beyond the scheduled time and lasted a ridiculous 2 hours and 45 minutes, resulting in a below-average makeup job. This caused me to miss my graduation ceremony at the Southbank Centre.

When I complained to Sephora about this unacceptable service, they claimed I arrived at the store between 12:20-12:30, which is completely false. I provided them with evidence, including my Oyster card arrival time, photos of my makeup, and details of what I wore, yet they ignored all my evidence and essentially called me a liar.

Additionally, I sent images of the non-hygienic table setup and the products used. The makeup artist was using testers that were open for every customer, which is completely unacceptable and unhygienic.

Sephora's response was dismissive and lacked accountability. They have not addressed the severe emotional distress and financial loss caused by their substandard service. Despite my follow-up, they have ignored my concerns and provided no resolution.

This entire experience has shattered my trust in Sephora. I will never return as a customer and urge others to be cautious. Their handling of this situation was appalling, and their disregard for my evidence and subsequent silence is unacceptable.

UPDATE: Despite their latest polite response, after resubmitting all required proof, they have since become unresponsive and have failed to provide any compensation. I strongly recommend avoiding any interaction, purchases, or communication with Sephora, especially the...