SEPHORA — Attraction in Austin

My teenage daughter and her friend decided to go on an outing after a rough past few months, and chose to go to Sephora. Normally, we go to the one at the domain, but we had to run errands over in the area, so we decided to go to this location instead. Needless to say, we will not be going back. When we entered, we were greeted, and the store was very clean and organized, but after looking around for a while, the beauty advisor, which I will have remain anonymous, was glued to my daughter. My daughter specifically asked for non-skincare products, as she has sensitive skin. The beauty advisor proceeded to give us a free cleansing balm, and while appreciated, we were not looking for that. The main event that frustrated my daughter was when she was looking for a highlighter that wasn’t overly expensive in one section of the store. The beauty advisor took her over to Charlotte Tilbury after my daughter asked if they had anything similar, due to being out of the shade she wanted from that brand. She recommended a highlighter, and placed it in my daughter’s hand. My daughter asked how much it was, and she hesitated to tell her. It was $50. My daughter explained that that was too expensive, and asked for a cheaper option. She gave her their cheapest one, which my daughter ended up buying. After repetitively asking if they were ready to check out, she took the girls over to her register at the front of the store. When it came time to pay, my daughter asked if she could pay cash. She said that they could only pay credit unless they went to the front, and scoffed when we told her that her friend was also paying with cash. Sephora, please explain to your staff that they need to be less pushy. We understand that staff are required to help customers, but helping does not require pushing expensive products onto people (especially teenagers), unless the budget is specified. We are very disappointed. A happy, uplifting errand turned into a frustrating,...

I came here a few months ago and purchased Urban Decay setting spray. When I got home and eventually used it, I came to realize I had a defective bottle because it sprayed a TON of white speckles all over my face. Entirely ruined my makeup for the evening to where I had to take it off entirely and re-do my whole face. Keep in mind I use this product on a regular basis, shook the bottle before as instructed, so I am certain that it was a defective bottle. My friend also accidentally used it and the same happened to her. When I came in a few months later (1/8/23 at 12pm) to exchange it, the cashier informed me it was past 60 days and I could not return it. When I told her I was not okay with that, considering it was their fault I ended up with a defective product, and I am simply trying to EXCHANGE it for the product I expected in the first place. She called over a manager who, instead of apologizing for the inconvenience this has caused, told me that it was against their return policy but she would “accept the exchange just this one time only”. I find that absolutely ridiculous and as a manager, it is your job to give excellent customer service and she absolutely failed at that. She walked away very abruptly and proceeded to page the cashier while I was still standing there, telling her to make sure that there was still a lot of liquid in the bottle to ensure I wasn’t lying. It was beyond rude, I would have liked for her to test the bottle on her own face so that she could ruin her makeup in the way it ruined mine before a night out. Absolutely unacceptable for someone who has been a loyal Sephora customer for years. With that kind of service I will be taking my service to Ulta where they actually respect...

Terise was incredible! Extremely helpful. She was patient and provided us with samples on things we weren’t sure about purchasing yet. The lady who was the cashier on this date on the closing shift was also very sweet. However the associate named Winnie (wearing a scarecrow look for her make up on 10/26/2019) was extremely rude. She wasn’t willing to give actual recommendations on products, and simply said that all products are great, rather than giving a genuine suggestion. I understand wanting to rush me out because it’s late, but if she was more efficient with her responses, I would have left a lot quicker. Mind you, on my receipt, the time that I left was 9:02pm, so I did not hold them back late at all. She was rude to both my mom and I, and my sister. There were constant complaints coming from her whether it be about showing us where the trash was, as if we were in kindergarten, to complaining about product placement. As a frequent Sephora customer, it is extremely unpleasant to be followed and to have products taken out of my hands to be put back when i am not finished testing them out. I hope this review serves Winnie as constructive criticism because treating customers like that is not good customer...