SEPHORA — Attraction in Pasadena

I had my one and to be ONLY experience at Sepora a week ago when I took my 20 year old daughter there to buy makeup and face care products for her 21st birthday. I was only in town for two days and had a limited amount of time and it was a spontaneous thing to do as she asked for a few items after we had lunch in Old Town. After starting out well with one makeup specialist- we were informed that she could not help us with more than one item and if we wanted anything else we needed to make an appointment. I informed her that we had a limited amount of time but would be spending a lot of money as it was my daughter's birthday and I would be buying all that she needed and wanted... I was still told she could not help us any more than just finding the one item. I asked for the manager- the manager told me that it was their policy to only assit with one item and to have us make an appointment- she had the nerve to ask me to come back another time to buy the additional items we were looking for!!! I said absolutely not!!! I said; 1. I had a limmited amount of time and I was there now. 2. I was about to spend a lot of money in their store and if they wanted my business they need to find a way to provide the service we were looking for and 3. Customer service is about taking care of the customer... not making them come back and telling them that they can not assist them in finding what they are looking for to BUY!!!. The manager told to that she would see what she could do and then sent someone over 5 minutes later- we couldn't even keep the original person who helped us!!!! The next person who helped us had an attitude and we ended up buying the bare minimum which still ended up being $198.00. When we were checking out we were asked to join their customer loyalty club to earn points and I thought... fine, maybe I can earn something out of the crapy experience but then I was told that they were out of cards and that I had to go online and register that way... one more thing for me to do because of their incompetence. The service is terrible. The policy of making customers come back if they want a service beyond 5 minutes is ridiculous. And the management borderline incompetent. DO NOT EVER...

I never write reviews but my experience here was so bad I felt compelled to. Just to be clear, 99% of the time my experience at this store is great but today one of the associates was rude, disrespectful and discriminatory. Unfortunately I didnt get her name but her hair was brown, in braids, caucasian looking, middle aged (30s?). Im hoping someone from the store sees this and is able to identify her because she needs to be held accountable. As I was waiting at register, normally I’m greeted with a smile, “hi how are you” but from her, nothing not even a smile. As a service worker for 2 years I understand this feeling but it is your job to at least greet customers. I came during opening hours so I have no idea why she would have an attitude that early during opening… Anyway during my interaction with her, her tone was very passive aggressive borderline yelling at me with no care at all. She made me feel very unwelcomed which never happens at that store and I go there often. As I was leaving, I hear her greet the customer behind me with a warm welcome and tone. Mind you, I am a woman of color and the customer after me was caucasian looking. I don’t like to jump to conclusions but the whole interaction seemed so discriminatory. I am truly hoping the store can identify her because I’ve gone to this sephora for years and received great treatment. It was the first time I’ve seen her there and maybe she needs more training but she definitely needs to be talked to. People like her are the reason why I order online to avoid interactions like that but unfortunately the product I wanted was out of stock and I had to go in person. I am just writing this review because normally the service is 10/10 but my experience with that specific associate was so bad I had to write it out to get it out of my conscience. I felt discriminated against and unwelcomed. I understand service work is hard, I’ve done it for years and still doing it but at the end of the day you are getting paid to at least do the basics like greet every customer when you interact with them. If you arent doing that, why are they paying you? Hopefully something gets done and she gets the disciplinary action...

This location consistently lacks customer service & is disorganized. Everytime I visit the Colorado Blvd. location, I am ignored, even when I seek help to locate a product. Funny part is, cashier will almost always ask if anyone helped me. Parking is inconvenient as well, as street parking is almost nonexistent, with trucks constantly loading & blocking space. I wish there was parking for online orders, so customers could easily pick up. Unfortunately the headache of parking, along with the lack of assistance & disorganization of products makes visiting this store a very unpleasant experience. I visited this location again yesterday, after looking for parking for 40 minutes. I attempted to look for a specific product, and grabbed multiples of it as I didn't want to return to Sephora anytime soon. I later realized after I got home that one of the products looked similar (same sized box) but was incorrectly placed, resulting in me purchasing the wrong product-that was my fault for not looking closely enough. I had to deal with the whole ordeal of returning, parking again, & waiting in line (which always moves super slow). Having to return and deal with useless associates, parking, and slow lines was annoying, but the associate was really rude when I returned the product & initially hassled me about it (even after I told her what happened). Talk about rubbing salt in the wound. Save yourself the trouble and go to another location. The Sephora in Alhambra tends to have much better customer service & parking. It's worth the drive to...