SEPHORA — Attraction in Tustin

I'm reviewing this place after taking numerous trips to this location. After the countless visits to this store I can honestly say that this location has the WORST customer service and without a doubt is DISCRIMINATORY towards people of color like myself. Let me start by saying that I'm a Rouge member, which means that I spend more than the average consumer. The service that I've received has been less than stellar, especially from management. There have been times where I've been straight up ignored or not even acknowledged. Other times where I politely ask for something, and a cast member will instead show me a different product from the one I had asked about. I've also been ignored when I ask for help, and instead a cast member will go to someone else who is wearing an expensive handbag. Other times I get followed around the store, because they think I might be stealing. I'll get stared at from across the store. Its an uncomfortable feeling, and it makes me feel awful everytime it happens. I believed at first that maybe it was just me. So, I changed my appearance. I dressed up in expensive clothes, fixed my hair for a couple of my trips, and dressed up humbly for other trips. I was treated with respect and kindness when I dressed nicely. Sales associates flocked to help me. They saw the jewelry/handbag I was wearing and probably thought I was finally worthy of their time.

When I walked into this store wearing workout clothes, I was followed around the store. I was watched with a close eye, because they thought I was going to steal. Sales associates insisted that I use a basket to carry my items when all I was carrying was a small lipstick, and sephora concealer. I couldn't swatch anything without someone keeping a close eye on me. When I went to checkout the cast member didn't acknowledge that I was a Rouge member even after scanning my phone. She immediately assumed that I wasn't a member at all and was charging me full price, knowing that their was ae Rouge sale. I asked her about when that sale started. She looked at me as if this information wouldn't matter to me, and she feigned to forget when it was. I asked about the VIB sale and somehow she could magically remember those dates instantly. I told her I was a Rouge member and had to show her my Sephora app to prove that I wasn't lying to get my discount. She rolled her eyes, and finally gave me my discount. I think I'm done with this store location. I hate being treated like I'm a criminal. I hate feeling like I'm not worthy of help. I'm done with this location, and will take my business to Ulta...

Im reiterating the same experience Yoancy Alvarez had here reflected in the review below me as of the date of this review. I have been with Sephora for years and just recently ended my Rouge membership. I have been buying RollerLiner by Benefit for years. My last one lasted approximately a year with consistent use. I bought one almost a month ago and upon using it close to 3 times, it is already dry and patchy. Like any reasonable person, I thought to just go ahead and replace it because I maybe got a bad one. Especially because it has been less than 30 days. To my surprise when I went in store the employee stated that she’s not sure she’s able to exchange it given that it’s been a close to a month so she calls the manager. I kid you not the manager says along the following lines “well it’s been a month so who’s to say it’s not used up dry” I genuinely was so shocked that i had a hard time mustering a response??? Like Yoancy said, I never felt more embarrassed because Im well within my return policy and to be questioned over an eyeliner as if im trying to scam you apparently out of 30ish dollars especially given the fact that I was a rouge last year aka literally spent 1k in a year so this definitely makes sense…. sarcasm . I literally placed like one return EVER with my time with Sephora.

To be clear, The manger could tell either how ridiculous what she said was or maybe she could tell how confused and concerned I was so SHE DID exchange it.

I did leave the store on the verge of tears because this is so embarrassing ? Like i just wanted to change my bad liner that is within the return policy ?I was not expected to be questioned about my intentions of exchanging it in front of a line of people?

to see that apparently this is not a unique experience to me as someone else being also treated the same made me realize that y’all treating people like trash and it is gross.

Rest assured this is the last time I step into sephora willingly. Will only come moving forward if it is the ONLY option based on what im looking for.

Maybe this is the sign to make the switch! Ulta...

I Just had a not so great experience at this specific Sephora-El Real Camino 12/11/23 around 8/8:30pm. While at the fragrance area I noticed a perfume, “replica-jazz club” being at $60 for the 3.4oz and asked an associate to help me find the product. They couldn’t find it, but were showing they had some in stock. It seemed that managers were pulled into trying to find the product and later we found out there was a price misprint. I was told they were going to honor the price and after waiting and waiting and waiting I was told they couldn’t find any. I wasn’t given any other sort of help in terms of helping me get the product I wanted. It was just given a “no we don’t have it” and we can’t do anything about it. It was a very poor customer service experience. I wasn’t gone to make a scene. I’ve worked in the guest focused/customer service industry and given the circumstance there could have been some sort of rectification. Price adjusting a similar product would have been something that I would have been okay with and nothing was offered. Everything I asked about was shut down so I left without purchasing anything. The original associate seemed to genuinely want to help and I appreciate that. One of the managers, Asian and maybe in her early 30’s was the one who negated any solution. The passive aggressive ‘have a nice night’ from her, as we left was not necessary either. I wasn’t the one who put out incorrectly priced product placards. Needless to say, I won’t be visiting nor would I recommend this...