SEPHORA — Attraction in Merrifield

Came into the store to buy almost $100 worth of items and when checking out with a SA, she utilized the portable card reader. My card said approved but no receipt printed so she wanted me to swipe again, so I did. Again, approved but no receipt (swiped twice at this point). She said something must have been wrong with the machine or maybe the usage of Apple Pay because the receipt wasn’t printing and she was going to change machines/card readers. I asked her in that moment did it successfully charge me TWICE as it said approved and I didn’t want to be overcharged. I even checked my bank and both charges appeared but she assured me that they didn’t go through because a receipt didn’t print and the pending charges would drop off. We swiped again one last time on the new portable machine and it said approved and a receipt printed. The next day, I got emails from my bank about duplicate transactions (3 in fact) and an inquiry on if I made the purchases. I called the store to explain what happened and there wasn’t any immediate remedy to the situation and the manager informed me that she’d need to submit a ticket which had no time frame of when I’d hear back about my almost $200 that I was overcharged. I decided to go to the store to discuss further and also to show the charges on my bank statement, emails of fraud inquiry from my bank, etc. The manager I spoke to upon arrival (different from the manager I spoke to on the phone) was nonchalant seemed uninterested and kept suggesting that I contact my bank because “maybe they made the mistake.” and not them. How could my bank pay out funds that weren’t requested from the store? Being that a SA swiped my card THREE times and I have THRE charges, it’s not my bank’s fault. It’s the faulty card readers that they’re utilizing and also SA’s who aren’t able to utilize the machines to tell whether or not a transaction has successfully processed. Left the store with no solution as I wait for the “audit team” to review cameras and transaction history… who knows when that will be. Poor experience and the worst manager I encountered upon arrival at the store ( I don’t remove her name).

Update- I called to check on the status and got to speak to Emily who was eager to help, friendly and she showed her understanding of the situation. She was able to provide me with a status update and I have received notice of a refund for the two overpayments as of today 2/21. Emily was a big help so I’ve updated the...

I used to buy all my goods at Sephora, but I slowly stopped going because the customer service and stocked inventory declined. This location has to be the worst location I have ever visited. I came in knowing what I wanted, but looked around to see if there was something else I wanted. I had questions but no one was available. They had one cashier, one blonde lady standing guard at the entrance staring down a couple of teenage girls and only one associate running around frantically trying her best to help everyone. There could have been other associates, but if there was they were definitely hiding from customers. Anyhow, long story short, they didn't have what I was looking for in stock. No problem, I had another product as back up ....but that also wasn't in stock but they had a tester jar out. Ok, could I have a sample until I get can get my hands on the actual product (it was near closing time and I wouldn't have enough time to get to the other location before it closed). Unfortunately, they no longer give out samples...well that was a totally wasted trip. Worst part....my car was towed! I was parked at a Sephora/Barnes and Noble parking spot, but I was in the store I exceeded the 15 minute parking time limit....because there was no real help at Sephora and I had to wait forever for the one associate to help and to have them look up the products I was looking for. Sucks that I spent $200 and walked out with not one item. As I walked to to the impound to pick up my car, I just went online and bought the items I was looking for on their website (not Sephora). If I don't get help with products, don't have the items I am actually looking for and I can't try samples, then what is the point of going to Sephora anymore? I used to love walking around the shop and trying different products and testing samples before I splurged. Now I will just have to go online and purchase items from separate companies, at least the companies have great discovery sets to try before I make...

Went shopping at this location on my day off. I live very close by, it is a 20 minute walk from my house so I like to go here because it’s convenient. On my recent visit last Wednesday March 20th I was approached and asked by at least five different sales associates if I needed help finding anything within one minute of walking in. I was looking at the Caudalie products as I was considering buying one that I was very interested in. I like to take my time and look at things, I don’t like to rush when I shop. A young lady sales associate, ( I did not get her name) asked me if I needed help finding anything. I said oh no I’m just looking at the products thinking about maybe purchasing one. I already had a couple items in my hand that I was definitely going to buy and I was planning on buying an almost $80 bottle of product, when she proceeded to stand there and watch me for nearly 5 minutes while I continue to look at the products. I finally turned and looked at her, she just stood there and stared. I went to purchase the two items that I had and left. I did not say anything to the girl that rung me up, however I was annoyed. Every time I go into the store I am aggressively customer serviced to the point that it makes me anxious. I understand that there’s a lot of shoplifting going on everywhere these days, However, I don’t appreciate being treated like I’m stealing when I definitely would never do such a thing because not only is shoplifting wrong and can give you a criminal record which I definitely never want, I can afford to purchase my items. I’ve been shopping with Sephora since 2008, I’m a rewards VIP member. I’m not going to go to great length regarding the amount of money I’ve spent with this company over the years. I just don’t even know what to say or even do, I was really made to feel completely unwelcome at my last visit so I do not think I will...