SEPHORA — Attraction in Houston

At 40 years old, this was my first solo trip ever into a Sephora. Time was short. We were in Houston to see Beyonce, a Valentine’s Day gift for my girlfriend. Upon arriving, she realized she’d left several key makeup supplies back home. With so little time left, I was sent to Sephora…on my own and with a list of what was needed and a script I was intended to read to one of the staff there to make sure I found what was needed.

Leandra was my first stop at the checkout register. She was quick to jump into action and clearly understood the importance of the Beyonce-related makeup emergency. She passed me off to Sariah, who beared with me as I tried to explain everything. She read the script I was offered, used her hand to put several different products on for me to take pictures and send back for approval, and at one point even FaceTimed with my girlfriend to help guide us to everything that was needed for the concert that night.

As I was leaving, I got a last minute request for setting spray. Sariah passed me off to Christina to locate that. Christina was a huge help, and when one final request for another type of eye makeup came through, Christina pointed me to a product that, when I got back to the hotel with it, my girlfriend immediately recognized and praised as an amazing choice.

I had no clue what I was doing upon arriving and felt like I was about to be a huge burden on whoever was going to have to help me. Sariah in particular, but Christina and Leandra as well, all went above and beyond to help me and make sure I had the right products to take back and make the night successful. I’m extremely grateful to all three and hope management there gives them some...

I had a really bad experience at this store and now it’s making me reconsider shopping with Sephora in the future.

I had 2 major issues - the first one was the overbearing employees. I was reading about a product and before you know it an employee snuck up behind me and got in my personal space to ask if I needed help. It really startled me because they were so close to me. I didn’t need any help and like others have said, employee after employee came up to me asking me for help and I couldn’t shop in peace. I hate to pull out this card, but I began to felt like I was being profiled because I was an Arab man looking at skincare. The constant harassment made me feel uncomfortable and I didn’t feel like I could just browse without someone watching me. Did they think I was going to steal? Not sure but it wasn’t a pleasant experience.

The other issue I had was making an exchange. I had to exchange a product that claimed it was for sensitive skin, but I had a bad reaction to it. I made the purchase with points, so when I did the exchange, they didn’t apply my points to my new purchase. They said “oh well, you lost your points, it’s our policy.” That was the icing on the cake!

I won’t walk into the Highland Village location ever again and I’ll probably do my beauty shopping at other retailers. Sephora use to have good customer service 10-15 years ago but now they are just awful. They hire employees who don’t look presentable and don’t have good product knowledge. It’s a shame Sephora has...

The employees are nice but if you have a problem, there is poor customer service. I know the economy is not the best, so it’s possible upper management has become stricter with their policies to save money- however, they’re forgetting to take individual cases into consideration. This leads to poor reviews, dissatisfaction, and ultimately even more financial losses. So here’s my story- I came here before my wedding to buy makeup. There were a couple good products that were recommended to me but they gave me the wrong shade of powder foundation when they handed me the product for purchase. They also didn’t match me well for my concealer. I did like a couple products they recommended. When I came back to return the foundation and concealer, I was 2 days over the 30 day refund policy. I understand this policy, but this is their fault- they handed me the wrong shade upon purchase! And, I literally just got married, started a new job etc, so I couldn’t get there in time. I also explained to the manager that THEY gave me the wrong shade so this wasn’t even my fault. But they are very strict with their policy and could only give me store credit. I also did not receive a sincere apology from anyone in the store. I do not plan to return to this Sephora ever again as they have poor customer service and mediocre color matching.

Editing review: Regarding the response from Sephora below, clearly they didn’t read my review thoroughly considering this was...