SEPHORA — Attraction in Orem

Super bummed at my latest experience at the counter! Love Peter, Cody and Ashley who are always extremely helpful and go the extra mile however I was helped by Gracie, who unfortunately couldn’t have been more polar opposite.

I let her know manager Cody had assured me to come back at the beginning of January to collect my Birthday gift that they were completely out of when I came the week prior.

She proceeded to argue with me; listing reasons why I could not receive any gift, and why I could not speak to Cody (that no December Birthdays are allowed a gift in January, that even if she gave me a gift it would count as my gift for 2024, that Cody was in a meeting that would be too long and be at least an hour for me to wait to speak to him etc). She finally and begrudgingly it seemed, called for a different manager after I asked, who helped clear up the issue within a quick minute and instructed her to allow me to receive a gift.

Gracie was completely rude even after this and I was really confused at her demeanor as I’d been nothing but patient. She flicked her wrist motioning at the center of the counter where several items are displayed and ordered me to choose something. I had to ask what items she was referring to as there were several items and she did not make it clear.

After this she handed me my items (birthday gift and purchased items) and told me a receipt would be emailed to me. I actually prefer paper receipts but when I asked for this she seemed irritated and handed me a paper with barcodes on it (no prices on the things I had purchased, no total paid or what the tax was-just barcodes). I didn’t feel like prolonging my visit or interaction with her so I didn’t ask for any further assistance.

I said thank you and left but now a few days later, just thought to post as I really am hoping to have a better...

I came in a few months ago looking for a birthday gift for a friend. At first it was pleasant and the front door greeter was very friendly and helpful. I wasn’t sure what I was going to get for my friend and the stores inventory seemed slightly low. I was walking through every isle which apparently was suspicious. I was approached by 3 other associates to ask if o needed help, mind you I had already received help finding something by the greeter in the front. I had only been in the store for about 7 minutes after being approached by the 3rd associate. I was looking at the. Nars foundation which was extremely low on color selections and I was trying to determine if I could make a color work when I noticed the store manager walk by this isle about three times eyeing me. I had a basket full of products I was buying but because I was looking around the whole store and didn’t know what I wanted I was being followed and watched. I spent about 300 in the store and would have spent more if I wasn’t under large suspicion, I wasn’t even able to look at the right hand side of the store as I was approached by a fourth associate, I felt rushed and embarrassed because they assumed I was stealing. I understand customer service as I have been in the industry for years, but that’s not what this was. I truly felt the need to open my purse in front of the cashier so widely after spending$300 to show her there was nothing in my purse. This was discrimination and I worry for anyone else who looks slightly different from the norm in Utah to visit this store. This is the closest Sephora to me and I won’t be returning. I will drive to salt lake before coming back to this location to be made feel uncomfortable somewhere I am trying to give my money to. I hope someone at the store will consider this review when...

I’ve been a loyal Sephora customer for over 13 years and have always appreciated their service, product selection, and generous return policy, which made it easy to find what worked best for my skin. Unfortunately, my recent experiences at this specific location have been consistently disappointing.

The customer service has gone from helpful and welcoming to cold, dismissive, and, at times, outright rude. On multiple visits, I’ve encountered staff who seemed uninterested in assisting, gave vague directions instead of real help, and treated my questions as an inconvenience. I’ve also been given conflicting information about returns, which led to a wasted product and a frustrating exchange process—despite having my receipt and barely using the item.

Most recently, I was trying to recreate a look with help from a staff member who was pulled away mid-assistance and never returned. Despite having over $400 worth of product in our basket, we were left to fend for ourselves. Even basic requests like a price check or help finding items were met with eye rolls and attitude.

I’m not someone who abuses return policies or expects over-the-top service, but I do expect basic courtesy—especially as a long-time, high-spending customer. This location no longer reflects the standard I’ve come to expect from Sephora, and after too many disappointing visits, I’ll be taking my...