SEPHORA — Attraction in Sunset Valley

Got what I wanted but there was an older blonde woman "helping" me. I came in looking for a retinol that was recommended by my dermatologist. The woman said "you have very sensitive skin." I said "what?" As I've never been told that or knew why she was saying this. She replied "your skin is red, so it's sensitive." Mind you, I was wearing a bike helmet in the store. It was on my head when she said this. So I replied, "I don't have sensitive skin. I biked here and it's warm outside." She looked at me incredulously and uttered a "humph," again, there was a bike helmet on my head.

She then proceeded to say the product I was looking at wasn't any good. If it's not any good why does the store carry it? I was shocked as this was recommended by my doctor from West Lake Derm (a very reputable area derm). The women then told me my board certified dermatologist was wrong and I needed to spend $80 on a product when the one my dermatologist recommended cost $15. This Sephora employee told me that the product was "practically water" and not worth my time. She kept insisting that any retinol worth using was $65 minimum. When I told her I couldn't afford the $80 product she took me to the mini's section. Why would I spend $15 on a tiny version? It would be the same if not more than purchasing the $80 product. She eventually said "fine, I guess you can use this one." As if I needed her permission to buy the product!

It really felt like a mean girl trying to bully me into buying a product I wasn't willing to spend the money on. Her first question after "what are you looking for?" should have been "what is your budget?"

Thankfully after a call with my derm she reassured me the product I selected was a good one and the woman "helping" me clearly doesn't know what she is talking about or associates price with quality. While I'm sure the woman really cares about skin care she proved to me she isn't an expert and everything Sephora employees say should be taken with a grain of salt. After all it is a business and it benefits them for you to buy the expensive product over the cheap one that does the same thing. 10/10 recommend doing your own research before coming in and don't trust the employees more than yourself. I'm glad I stuck to my guns.

A younger woman was very helpful there so I'm giving this shop 2 stars. I will probably go back to the one at the Domain or the mall over this location.

I will definitely be leaving feedback at their...

I placed an online order through Sephora website last night for delivery today. I checked the delivery status this afternoon and saw the delivery had been canceled. No phone call, no email, nothing. I called the Sunset Valley store and was told the uber driver returned to product and there was nothing he (Damien?) could do since everything delivery was in the hands of uber- even the communication that product had been returned to the store was not his responsibility. He advised me to place another order for same day (at 530pm) because he’s seen Uber drivers come at this time for same day delivery. I re-placed the order and called right back because I wasn’t given the option for delivery today- the order was too new to show up, but fingers crossed it would arrive. I said to him, “you know when you’ve had the WORST day and you’re just trying to look forward to something- this is it for me”

I was able to stop by the store before closing, hoping to pick up my delivery as it had not been dispatched. The man I spoke with on the phone (Damien?) walked up as I was giving my whole story about uber delivery. The woman I was speaking with said they had no delivery in store for me, everything goes through Uber, and there’s nothing she can do. She didn’t ask me for any information. She even said it’s not at this store. I said I would just look for the products and return the delivery once it arrived tomorrow. Neither she nor Damien offered to help me locate the items in store

It took me 30 minutes to find the items. I went to checkout as they were closing and the sweet woman behind the counter told me, after pulling up my account, that she had a bag for delivery with my name on it. Right there. Behind the check out counter. She apologized for everyone else and said, “I know you’ve had a day because I heard you called earlier”. I started crying.

I unexpectedly lost a parent today. And while it’s not Sephoras problem, or Damien’s problem, I hope it puts into perspective that a little kindness goes a long way. It would have taken someone 2 minutes to look up my information and locate a bag on the counter for me, rather than shrug me off and, I assume, talk about how I’ve called multiple times. This was all I had to look forward to today. A little kindness...

I would give negative stars if I could. I've been a Sephora customer for several years (atleast 10). In my recent purchase of products worth $129, one of the eyeliners I bought was a dud. I went back to exchange it (it was about 2 weeks later) and received the worst customer service I've ever experienced by the assistant manager at the Brodie Ln location (who wasn't wearing a name tag and refused to give me a name). They washed their hands off the whole problem and handed me a customer service number (who when I called said they don't assist with in-store purchases, so that's great) and asked me to leave. When I expressed dissatisfaction and pressed to ask them to do something more about it, since it was product I bought from their store, the nameless assistant manager claimed she could kick me out of the store and started throwing out 'I feel unsafe' as a way to threaten me. I wasn't name calling, throwing slurs nothing, but apparently if you have a slightly loud voice and call them out for abysmal customer service, you're creating a fear for safety for this lady. Sephora, you need to fire this woman (African American for identification purposes, since she refused to give me her first name). She just lost you a loyal customer of many years who has spent thousands of dollars at your business. And I won't be the only one she treats this way. The rest of you, don't bother going here or if you do, don't expect this woman to help you resolve problems with replacing a product they sold you, which they shouldn't have. Like a previous reviewer mentioned, I got treated like I was trying to trick them into giving me a free eyeliner. Sigh. Quality control and customer service is apparently...