SEPHORA — Attraction in Charlotte

I’m used to this location being less than pleasant, which is why I usually take my girls to the SouthPark store. But this time we were short on time and wanted to do something fun for them, so we stopped in.

It was me, my 9-year-old, and my 10-year-old we were in the store for about 15 minutes. Not a single employee greeted or acknowledged us. One woman looked like she was going to say something, then turned and walked away.

We still managed to find what we needed, and I tried to brush off the cold atmosphere until I couldn’t find a larger size of one product for my wife. I asked a passing employee, “Excuse me, do you have this in a bigger size?” She turned reluctanly, pointed to a corner of the store, said she was with another customer, and walked off.

Another employee witnessed this, laughed as if she’d seen this behavior for the employee (Ariana) before and stepped in to offer help. Unfortunately, at that point, I was done. I put down my basket (which had over $200 worth of products) and told the kind employee that we were leaving. I explained that we’d been there the whole time and no one spoke to us until someone was rude to me, that says everything.

I hated this experience, but I hated even more that my girls had to see it. Still, it turned into a teachable moment: you don’t spend your hard-earned money in places that can’t even acknowledge your presence.

Whether it was the heat or if that employee (Ariana) is just a nasty person, it wasn’t OK. We’ll probably return eventually because it’s the closest location to us, but I really hope Sephora takes a hard look at the customer experience at this store. It needs...

I want to start of with a heartfelt thank you to Cheyenne, who has given me makeup lessons at this Sephora. As a 35 year old, it's embarrassing to type, but I've never learned how to put on make up before. I am a hands on learner, and while i love Youtube, i've always felt intimidated by learning how to put on makeup, on my own, due to color matching and so many options of literally everything. After much research, i ended up finding that Sephora offers in person lessons. The website was clear about their options, and i opted in for the 75m lessons.

I walked into Sephora and immediately felt like a fish out of water. I waited a few minutes for my lesson (I arrived pretty early). I honestly have a lot of anxiety about things, and i debated leaving, but Cheyenne showed up on time, and literally made me feel at ease. I told her that i was hoping to learn how to put make up on, and the ins and outs, my life story lol etc.

Cheyenne was incredibly patient, and showed me everything step by step, and answered every. single. question. that i had. She was super supportive and encouraging, and i've honestly never felt at ease so quickly for something i felt so intimidated by. Im not a girly girly, but Cheyenne really made me feel accepted and confident about myself, and about putting makeup on. She was also incredible and helping me find what i needed, and assemble my first makeup bag.

I've since been practicing and really, I can't thank you enough. You have really made my year, and have made me feel confident about so many things.

Sephora, if you are reading this, Cheyenne is the BEST! you have a gem of a human being...

For being a store manager, Phenique may need to reconsider her position or at least look over the store handbook. She REFUSED to give me original form of payment back. I came in to RETURN a product I purchased exactly a week ago with MY GIFT CARD. I was told by Phenique I wasn’t able to receive the gift card back because I wasn’t the “purchaser” of original gift card.. not sure what that means so instead it was a “merchant store credit.” I proceeded to tell her that I was the original “purchaser” and I’ve returned an item I was unsatisfied with before with no problem at birkdale location. She then stated that they are not allowed to do THAT, and they should have given me a MSC. I can understand if it’s past 30 days but we’re talking about a week. I told her that HER return policy was incorrect and I would call customer service. I spoke with a representative from Sephora and they too proceeded to tell her she was incorrect and yet she STILL refused to give me a GC. She told the representative on the phone that whenever he finds the return policy on the website, let her know and she would then give me a gift card IF it is on there. How embarrassing for us to prove her wrong a STORE MANAGER. She proceeded with saying that they must’ve changed the policies, no you’re just wrong. I’ve been shopping at Sephora for quite some time now they would not change the store return policy from a week to 30 days? Absolutely absurd for two people having to tell you you’re wrong and then ask us for proof and we give it to you still wrong. An apology is what you should’ve given me for wasting my time and holding up the line.

No call...