SEPHORA — Attraction in Dallas

This is by far the worst Sephora I have ever shopped at. I had an online order to pick up in store. They are the ONLY store that has my product. It’s not even available online. Due to the winter storm, they have been closed this whole week. Which is understandable because the road conditions were bad. What’s not understandable is that they canceled my online order knowing they were closed so orders could not be picked up. On top of that, I called before driving to the store. I was told they would be open at 11 and that as long as I don’t receive the cancel email I can still have my order. I did not receive the cancel email so I drove 30 minutes to be there by 11. I get there and the store was not open. I patiently waited in my car for 2 hours and they never opened. At that point I was livid because now my item was showing out of stock. I called customer service and they agreed to upgrade it to the larger size free of charge. Unfortunately, this Sephora is the only one who has that as well. I just called to see if they were open because I didn’t feel like wasting my time or gas to go there. The rep then told me that they aren’t filling any online orders. I still don’t have my product which was supposed to be a gift for someone. Please save your time and find a Sephora that cares about customers.

Prior to this, I loved Sephora. This experience left a horrible taste in my mouth. After I get my product & use my points, they won’t be getting another dime out of me. I use caudalie and unfortunately they are the only one who sells that brand. I will be switching back to Clinique skincare and will buy it directly for Clinique. They have ruined my relationship with them and I will no longer be loyal to...

This Sephora is lacking in customer service. I was in a hurry since my husband and baby were waiting in the car for me. I walked in, no greeting from the Sephora worker on her phone who didn’t even look up at me when I entered the building. I even heard other people being greeted at the door when they came in. But I didn’t have that same treatment. I searched up and down every aisle looking for what I needed and there was no one asking me if I needed help. No one. There were plenty of staff. But they opted to help other customers. Never acknowledging my presence. After 10 to 15 minutes of searching on my own, I approached a lady who worked and asked if she could help me. We found what I was looking for, but the brand changed their product. I asked her if she thought it still matched my skin tone. She said probably, but then I asked her if she could try it on me to make sure. She said it was too dark and pretty much went through 3 other shades (that were lighter on me). After all that, she said another brand might be better for me. Skipping to the part where she says that this is better for mature skin and will make me look younger. I was polite about that comment, but it’s not a very nice thing to say since i’m only 31 years old. Not to mention, I never said that’s the reason why I wear makeup in the first place. It was poorly worded and rude to say to a customer. Lastly, I will be returning the products she recommended due to instant unexpected breakouts and an allergic reaction to the products. They need to do better, because i’ve experienced better at...

I recently had an unpleasant experience when I called Sephora customer service regarding a defective product. I purchased the Haus Labs concealer, and when I pulled the applicator out of the tube, the sponge tip was missing. I called to request a replacement, but the representative I spoke with was dismissive and unprofessional.

She repeatedly insisted that I had said it was a foundation pump I broke, when I had clearly explained it was the concealer. Instead of listening and clarifying, she accused me of changing my story and implied that I had broken the product myself. Her tone and attitude made the experience frustrating, especially since I was only asking for help with a product issue that was not my fault.

While I appreciate that she ultimately said I could bring the item in for review, the lack of empathy and professionalism made me feel unheard as a customer. I hope Sephora can improve the quality of their customer service so that situations like this are handled with more care...