SEPHORA — Attraction in Dunwoody

On May 8 around 4pm, I planned to purchase my quarterly items for acne treatments and perfumes. I usually visit this location every fe months but I’m a frequent Sephora member but this visit was extremely peculiar. As I walked in I noticed the greeter blonde curly hair at the standing table, refusing to give eye contact or speak. I continued with a basket and looking for the items on my list. Later I noticed the same greeter immediately guiding and helping someone else. As I’m browsing, I noticed the skincare reps were huddling and just talking, I didn’t think anything of it because I’m assuming they were having a staff meeting. Maybe 20 minutes, I continued to find my items and even walked passed and through the group. Once I found my items, is when I noticed anyone even speak me, I kindly responded. At this moment, I don’t need their help but I continue to move into the perfume area. I noticed someone just finished speaking with someone and I quickly walked over to a lady with long cat eye wings and asked for Jo Malone Peony large bottle. I’ve been where this for years and didn’t know if the brand had created another but I wanted the same fragrance. For some reason to me the young lady seemed a little lost or nervous when I asked her for the fragrance in a large bottle because she claimed they didn’t have any but I could buy a small bottle. Then I asked for Issey Miyake l'eau d'issey, they don’t carry but I’m ok with going to Sak for this item. Finally, I asked for Chole and she point in the facility of the fragrance, as though I’m familiar with their items but I searched. Again, they don’t have a large bottle of the fragrance, then I was going to just purchase the smaller bottles but another lady came over and told her their maybe items in the back storage. Great, because I don’t purchase anything I like small but this is where I feel even more uncomfortable with this visit. The lady claimed she was going to look for the larger items and never came back, I patiently waited for around 30 minutes near the fragrance and the walkway to see if she comes out but she doesn’t. Then I see the police walking throughout the store several times but as a woman of color that raises questions and red flags. Now I’m annoyed that this purchase is taking too long because I don’t visit the mall this long of a period and I don’t know what’s happening or if something had already happened. I had my work bag and laptop, now everything is getting heavy, so I ask the other lady with red nails if she could help because it’s been extremely too long of a wait and if they couldn’t find large bottles then I would settle for the smaller items. Found out that the lady never came back because she went to the bathroom or break and there was a misunderstanding. I’m confused because I specifically asked for items, she told me she was going to look and told the other lady so she could support the area. 30 minutes later, there’s a mix up on what you were supposed be doing, is extremely odd behavior and I felt targeted as a consumer. Regardless, the lady with red nails was helpful and told me she called it in and it should be out shortly. I was appreciative because she was extremely nice and supportive in accommodating to all of my purchases. But by this time, my experience has already changed my perspective of shopping at Sephora and especially this location. With a direct to consumer based establishment I was surprised myself with majority of the horrific experience I received, the behavior, treatment I experienced was rude, inconsiderate, to be honest I felt it was biased mindsets that’s projected to myself as a consumers. I’m not sure why she was so reluctant to assist me properly, or to be greeted, guided, or helped but I’m filing a formal complaint with corporate regarding my concerns because this can trigger an individual to respond in a different manner. Treatment and support of your customers should be the primary objective and focus to bring positive experience and don’t have a biased attitude towards...

This location is by far, one of the worst in Georgia. The customer service is horrific, the managers suck, they’re never on stock of anything and the people on the floor are not even knowledgeable about their own services and/or jobs. An employee tried to color match a new powder foundation for me a couple of weeks ago and it ended up being a little cooler than expected for my complexion, so I went back into the store for an exchange. They didn’t actually have the one I needed in store (surprise,surprise) so I had have it ordered to my home. The cashier asked me how would I like to receive my refund, back to the original card the transaction was tendered from or via gift card. I said, “A gift card would be fine because I’m literally just going to use the funds from the exchange towards the online purchase for the new powder. But whatever is easiest for you.” She then said, “ok, I’ll just put it back on your debit.” So she proceeded to issue the refund traditionally, followed by attempting to order the new foundation on a mobile device. When she went to swipe my cash app card, the funds were not released back to the card yet so the transaction wouldn’t go through. So I then said , “ what’s going on? I thought you said that the money going back to my debit would be fine?” Her nasty response was, “ Well I gave you a choice, Do you not have another card?”. So at this point, I could see where the interaction was going and I didn’t want to go back and fourth with her. So I just simply said no and left with my refund. But my whole thing is this, any smart person or adult with a debit card, knows that refunds can typically take up to 3-5 business days to be available in your. Why wouldn’t you use common sense and put the money on a gift card if it was going to be used immediately towards another purchase? I mean honestly, even if she wasn’t sure she could’ve asked someone. But it’s like use your brain, what’s makes more sense for the company. If I would have made that online order, I would have ended up paying for a more expensive product. So she would have gotten the money from the exchange plus more. That would have made more sense instead of me walking out of the store with nothing. I mean seriously, know how to do your job. And one of the managers made it even worse! So I stopped the young gentlemen and briefly let him know what was going on and he basically told me it was my fault! He said, (and I’m totally not joking) “ well didn’t YOU say you wanted the easiest way? Ok, then that’s why she did that.” At that point, I was just completely blown away at how incompetent they were and the fact that he couldn’t even acknowledge that his employee had made an error. This was by far one of the most awful experiences I’ve had at a Sephora thus far. I do not recommend this location for any services at all. The employees are nasty the customer service here is terrible.they never have anything in stock so just save yourself a trip and...

I've wandered through Sephora a couple of times since they moved to this location at Perimeter Mall, near Von Maur. The concept of Sephora is great - a beautiful room filled with excellent skin care, fragrance, and beauty products from great brands, staffed by knowledgeable people that are passionate about helping people enjoy makeup.

That last part is what sometimes doesn't go right - the staff. The first few times I walked in, I was ignored. It could have been for any number of reasons: the store was busy, the staff was busy, I didn't present as a serious buyer (no makeup on, etc.). Regardless, after 10 minutes of poking around by myself, I left and went a couple of doors down to the MAC store, where I got great service and dropped a good chunk of change on brushes, foundation, and some eyeshadow. Again, nothing wrong with Sephora, but they couldn't provide the help I needed, and because of it, have dropped out of consideration when shopping for makeup.

That all changed last night, when a friend talked me into giving it another shot. It felt like divine intervention when Alexa approached us to help. Even though we came in less than an hour before closing, she was game to help us shop for a big event that will require lots of photos, changing her suggestions of products to better fit my needs.

First, her skill: Alexa made excellent recommendations for my event and skin tone, and tended to color match on the first try. She has an excellent eye for color, and is extremely honest about what will or won't work for someone. I appreciate her not wasting my time letting me try things that wouldn't work on me.

I also really appreciated her taking the time to clean her brushes when needed. It's always a bit scary to use the samples at any makeup store - you don't know who used them before you, how they used them - but her methods were very reassuring. She wiped testers before using them, she used disposable applicators when the situation called for them, and she did it all as part of her usual routine.

Where Alexa really stood out, though, was her customer service skills. It's clear that her willingness to help people is an inherent part of her personality - she is outgoing, friendly, willing to joke around and share her personal experiences with makeup. She was a real human being, providing great service. She made the experience feel like a high-end salon mixed with a middle-school sleepover: expertise mixed with a fun time hanging out.

(Also, as an aside, her makeup is flawless - always reassuring when you're taking makeup advice from someone.)

It should not be hard to get good service here. But it is hard. Even Alexa's amazing skill, personality, and dedication couldn't turn this review into a 5 star because of previous experiences. But I will say this - I will be back, and I'll be coming back for Alexa. Clone her a few times, and you'd have people driving from all over Atlanta to shop...