SEPHORA MALL OF EMIRATES — Local services in Dubai

Yesterday, 13-12-2024, around 9 p.m., my friends and I visited Sephora at Mall of the Emirates to purchase a gift. While we were at the try desk, my 2-year-old baby was holding a product box. The staff member, Sohaib Irfan, accused me of opening the product. We were not sure if the box was already open, but if my baby had opened it, I was ready to pay for it.

He insisted on checking the CCTV footage to prove his accusation and made us wait for half an hour. Even the CCTV footage was unclear about whether my baby had opened the box, but it did show the box in her hand. Regardless, I repeatedly assured them I was ready to pay if it was opened.

The issue, however, was not about the payment but the way the situation was handled. From the start, the staff member attitude was condescending and disrespectful, treating us as though we had bad intentions. When he didn’t return after checking the footage, we spoke to other staff members, explained the situation, and asked if we could leave. They assured us it wasn’t a big issue, and we were free to go.

As I left the store with my baby and another friend, the situation escalated further. The alarm went off as we exited, causing everyone to stare at us as though we had stolen something. It was extremely humiliating, and the way Sohaib Irfan handled the situation throughout felt like a deliberate attempt to shame us.

I ended up spending more than 1.5 hours in Sephora dealing with this unnecessary drama caused by his rude behavior and attitude. It’s shocking that such unnecessary drama was created over a small matter. If the staff had handled it professionally, it would not have escalated. We were even considering buying a more expensive product, but due to the disrespectful attitude we experienced, we decided against it and left without making any purchase.

As a long-time resident of Dubai, this is the first time I’ve experienced such behavior in a Sephora store. I urge Sephora’s management to review this incident and ensure proper training for their staff, especially on how to treat women and handle customers with respect. Such behavior is completely unacceptable for a reputable brand like Sephora, and I hope necessary action is taken to prevent future customers from going through a...

I had the absolute pleasure of being assisted by a truly exceptional skincare expert, Martha at Sephora Mall of Emirates recently, and I felt compelled to share just how incredible the experience was—not only as a customer, but also as a medical doctor. From the moment we approached her for skincare guidance (for both myself and my mom), she displayed a rare blend of professionalism, warmth, and deep scientific knowledge. She began by conducting a detailed skin analysis using a device that captured images and provided precise data on our skin types and conditions. This evidence-based approach was impressive and gave me confidence in the recommendations to follow. What truly stood out was how she explained the rationale and mechanism of action behind each product she suggested. Whether it was discussing the role of vit C in skin glow, the benefit of retinol & peptides or the importance of hydration at a cellular level, she broke down complex skincare and hair care science in a way that was both accurate and accessible. It was clear she wasn’t just selling products—she was educating and empowering us to make informed choices. She was also endlessly patient and super friendly, taking time to answer every question we had, without ever making us feel rushed. As a doctor, I'm especially critical of how scientific information is communicated and was pleased by her approach. It's rare to find someone in retail who can blend science, customer service, and sincerity so seamlessly. I sincerely hope Sephora recognizes the incredible asset they have in her. She is a shining example of what personalized, science-based skincare consultation should look like, and she made our visit not just helpful, but memorable. ⭐ 10/10 would recommend her to anyone seeking skincare or hair care advice—especially those who appreciate a well-informed,...

Dear Sephora Team,

I hope this message finds you well.

I wanted to share some feedback regarding my recent experiences at various Sephora branches. I've noticed a significant variation in service quality, which has led to mixed feelings about my visits.

It seems that the level of attentiveness and attitude of the sales associates can drastically change depending on the branch and sometimes even the situation. I often feel that I am being treated as if I am working for the sales associates rather than the other way around.

For instance, when I wear brands or my national dress, I receive a warm welcome from multiple associates eager to assist. However, on more casual days, the attitude shifts, and I sometimes feel judged if I choose not to purchase a product. It’s important to remember that customers should have the freedom to browse without feeling pressured or scrutinized.

Additionally, I've observed that the security measures can be quite inconvenient. There have been instances where the sales team has forgotten to remove tags from items, leading to alarms going off as I exit the store. This often results in an uncomfortable situation where security checks my bags as if I have done something wrong, which is quite disheartening.

I believe that a more customer-friendly approach, similar to how car sales associates allow customers to explore at their own pace, would greatly enhance the shopping experience at Sephora.

Due to these experiences, I have decided to limit my visits to Sephora. I hope you take this feedback into consideration to improve the overall customer...