SEPHORA HAMBURG SPITALERS — Local services in Hamburg

I am writing to formally express my deep disappointment and concern regarding a distressing incident that occurred during my recent visit to your store.

On 25.06.2025 while shopping at Sephora, I was subjected to an extremely humiliating experience. Upon exiting the store, I was stopped by a security guard who claimed to suspect that I had stolen an item the fact that no alarm had been triggered and there was no evidence to support such an accusation.

The security guard insisted on inspecting my personal belongings and attempted to lead me into a back room to conduct a search. I made it clear that I had not stolen anything and that he was not legally permitted to search or touch my personal belongings without my consent, which I did not provide.

Overwhelmed and panicked by the situation, I chose to empty the contents of my bag in the presence of staff to demonstrate my innocence. Despite this, the store employees sided with the security guard and informed me that I was no longer welcome at the store the complete lack of evidence or cause for suspicion.

This experience was not only deeply humiliating but also a violation of my dignity and rights as a customer. I am extremely disappointed by the unprofessional conduct and poor customer service demonstrated by both the security personnel and the store staff.

I urge Sephora to take this matter seriously and ensure that no other customer is subjected to such unfair and degrading treatment. I would appreciate a prompt investigation into this incident, an apology, and clarification on your store’s policies regarding...

The store is very small and is full no matter what time of day you go to. Which means you can't get anyone to help you out and even if you actually get someone to talk to you/ help you, they usually try to blow you off as fast as possible. Not to mention that the security is always in people's necks, watching over super uncomfortably and following people around. A lot of the samples are old/empty/dried out or just not there at all. When you ask, whether they could open another sample, the answer is no. I've been trying to find a red lipstick for months now (and have been in the store multiple times over the course of 3-4 months, hoping a tester for the product would pop up). I've been wanting to try out few brands but they don't have a tester that's usable. I asked for a liquid lipstick in a similar shade and they gave me a stick, although I specified I would like to have a liquid. Also in case someone is wondering which lipstick and tester I'm talking about - Fenty liquid lipstick in MVP. The other shades are not much better..

Isn't the whole point of being in a physical store to be able to get service and for someone to consult you as well as to be able to...

I visited this store during my trips to Hamburg on two different months. The first time, I made a significant purchase and requested tax-free, but the receipt had run out at the machine. Despite searching all machines and cabinets, they couldn't find a receipt. They asked me to wait on the side to resume regular operations, but no one was available to find or bring the receipt. Despite continuous inquiries, they asked me to keep waiting without specifying the reason. No staff showed any interest, and eventually, I asked a lady for help, but she couldn't do anything. I returned the products and waited a long time for the refund to be credited to my card. The second time, months later, after exploring the store and buying various items, when I reached the cashier and requested tax-free, they said the system was down. I strongly suspect they still didn't have the receipts. The staff is very irresponsible, and my shopping experience at the store sadly concludes each time. Despite this, I give it another try each time. Next week, I'll ask before starting...