SEPHORA — Attraction in Shrewsbury

I have to share the experience I had at this location, particularly with the “manager” of the store who seemed to be no older than 19 years old, or at least that’s how she acted.

I received a belated birthday gift last week from my cousin. Unfortunately, I had already purchased the items she gifted me so I wanted to return them for credit. They successfully located the order and told me I was unable to return it for credit since the purchase was outside of their return window.

After explaining that while the original purchase was made a few months ago, I was unable to see my cousin due to Covid issues on both ends, in addition to the fact that we do not live close by, which is why I just got the gift last week.

The “manager” proceeded to give me an attitude and responded with “I don’t make the rules,” after I waited an hour in the pouring rain and drove 20 minutes with gas being $6 a gallon, I was hoping for an exception. A professional manager would have said “I’m so sorry this is outside our standard return window, however due to the circumstances, I will make an exception.” But no! I received a high school attitude and walked out with tears in my eyes.

I have NEVER been treated so poorly at any retail store, let alone a Sephora. Next time you want to display such unprofessional and rude behavior, check my Sephora...

Please stop allowing unattended kids to wander around the store. This store is a hot, filthy mess. All the testers are smeared, leaking, cracked, broken, stolen… you name it. All because absent parents drop off their kids at Sephora while they go shopping at Pottery Barn and William Sonoma. And management allows this! Sephora is not a playground or a substitute babysitter.

I can easily spend $200+ every time I come here. But when I went to try the new Westman Atelier and Dior products, I couldn’t because the testers were smeared all over the displays. Even the products that are for sale have makeup stains all over the exterior packing because kids play with the testers and then go and touch everything on the shelves. If I’m going to spend $68 on a foundation, I expect to be able to try it first. Sephora is a luxury shopping experience, but you don’t feel that here when testers are damaged, displays are filthy, or when you see some tween touching everything with her grubby fingers and putting the lipstick testers directly onto her lips. This is a high-end shopping strip, but you wouldn’t know it if you saw the state of this store.

The employees here are very sweet, but please, I beg, stop allowing children to come in here...

Stay away from this location! On 8/29 I purchased several items including Clinique Take the Day off makeup remover full size to refill a travel size container. I could not open the bottle so did return in October and a nice gentleman was able to open. I returned home and again could not open the bottle. Returned to the store on 11/6 hoping to find out why I couldn’t open. 2 sales associates tried to help but agreed it was a faulty product and advised to take a new one and exchange. I also had additional expensive products that I was going to purchase. The cashier pulled up my account and as it was purchased in August said she couldn’t exchange and had to call over manager. “Manager”came over and said as it was purchased in August (8/29) she couldn’t exchange the damaged product as it wasn’t their policy and wouldn’t be fair to other customers??? Not sure if Sephora doesn’t allow their managers to make decisions, or if this manager is just not customer service focused but she refused to allow the exchange. There is a Blue Mercury to the left and Bloomingdale’s to the right. Left the other purchase and the original make-up remover and will not use any...