SEPHORA — Attraction in San Jose

This store is a hit or miss. I came to pick up my online order and had selected in-store pickup at the checkout. As I'm waiting in line I lookup my order in the app and apparently 3 of my items were out of stock. I was really disappointed so I just waited to see what the cashier was gonna say about my options.

Once I got to the cashier she asked for my name and she said she would go in the back and grab my order. She had black curly hair and fair skin. She came back and pushed the bag towards me and said "I'm gonna scan it and then you'll be all good to go". She didn't even bother to tell me that there was an issue with my order...so I told her "well there's three items that were out of stock"..."Yeah well you were never charged so we just cancelled it" (Mind you, there have been plenty of times that Sephora has ordered a product for me that was out of stock and sent it to my house for no shipping cost and she didn't even bring that option up). She had such an attitude and her face said it all...she might as well told me "Not my problem, get out of my face so I can deal with the next person in line" I asked her if she could please just check for one of the items (it was the Charlotte Tilbury magic eye rescue) and she just picked up her phone and said "no we don't have it" AS IF SHE DOESN'T HAVE A HEADSET WIRE THING THAT COMMUNICATES WITH ALL THE EMPLOYEES...She literally could've asked the employees on the floor if it was there and she was just trying to get rid of me. I decide not to give this lady any of my attitude so I grab my bag and start heading out the door.

With an ounce of hope left inside me, I go ask the male employee standing next to the Charlotte Tilbury section if they have the magic eye rescue cream and sure enough he gets on the headset and asks everyone on the floor and they find it IN STOCK in less than a minute. I explain what happened at the cash register and he was understanding and checked me out with his handheld device. His customer service really made my day. The employees that wander the floor are always so nice. But the cashiers??? They get so irritated and act so surprised when the line is long and they actually have to help customers. Like hello? you work in retail! Makeup and skincare are high demand products! What do...

I am writing to share my disappointment with the makeup service I recently received at Sephora Santana Row.

Before the appointment began, I clearly stated that I wanted an evening look with darker tones, as I had a photo shoot for my birthday followed by the Morgan Wallen concert. The artist assured me that she could achieve the look in the allotted time and even mentioned obtaining a new palette since the shades I requested were not available.

However, the makeup applied did not match my request. When I asked for a correction to my eyeshadow, instead of addressing my concern, the artist attempted to upsell me false eyelashes, claiming they would make the look “pop.” She refused to adjust the eyeshadow as requested. As a result, I left the store looking pale and unsatisfied with the makeup application.

I ultimately had to have my sister fix my makeup before my event. This is not the level of service I expect from Sephora, and it was both disappointing and frustrating, especially considering the importance of the occasion. If this is representative of the service provided, it falls short of the standards your customers deserve.

I am requesting a full refund for the service and assurance that this matter will be addressed to prevent it from happening to other customers.

I hope you take this feedback seriously so that future clients do not have the same experience.

Sincerely, Juana...

4 employees standing by the door, no greeting, I was looking for a specific huda beauty eye pencil, looked around for help, asked an employee who was running past me and he pointed me in the general direction of the display, no asking after if I needed help. I find the display, the product was not on the shelf so looked around to see if anyone is there - no one, opened the lower drawers could not find the pencil. An employee walked up and reprimanded me for opening the drawer, no hello, let me help u find what u r looking for. I told her there was no one and she told me to calm down. She said the product was out after looking in the same drawers. I asked her name and honestly can’t remember but I spoke to the group of 4 women by the door on my way out - Jennifer said she was the manager and was one of them, stated that they were assigned to the front of the store and can’t move from there when I said there is no employee in the corners where huda beauty was. Rude women, snide comments about have a nice day - I responded that I will once I walk out. Not going back for sure. No wonder Sephora is losing money and customers. Employees standing around, no greeting and no eye contact, no asking customers if they need help. I will buy my eye liner someplace else no harm to me but Sephora earned a lot of bad word of mouth reviews and loss of my money...