SEPHORA — Local services in Charleston

I am writing to formally express my dissatisfaction with the treatment I have received at the Sephora location on King Street in downtown Charleston, South Carolina. As a VIB member and a loyal customer, I have consistently enjoyed shopping at Sephora; however, my recent experiences have led me to feel disheartened and marginalized.

Every time I visit this location, I have been checked out separately from other customers. Initially, I believed this was a courtesy to ensure I wouldn’t have to wait in line. However, I have since observed staff members closely gossiping and monitoring my shopping behavior, which has made me uncomfortable. It has become clear that this practice is rooted in theft prevention rather than customer service.

I am appalled that the staff would assume I am stealing based solely on my appearance. As a Black individual with long locs, I find it troubling that I am being judged negatively. It is disheartening to realize that despite being a dedicated customer who regularly makes purchases, I am subjected to suspicion. I believe this reflects a broader issue of racial profiling that should be addressed within your organization.

I will be filing a formal complaint and name the staff members involved. It is unacceptable that a valued customer should experience this type of scrutiny. I hope you take this matter seriously and take steps to address the behavior of your staff at...

I always love visiting the downtown Charleston Sephora whenever I’m in town, but this time my experience was truly exceptional thanks to Shani. She was absolutely phenomenal—on her A-game from start to finish!

When I described a lipstick I loved but couldn’t remember the name of, she immediately knew what I was talking about and took me right to it. I mentioned wanting a powder with SPF, and she found the perfect one. We talked about bronzers, and she gave me great recommendations, including another lipstick shade she thought would look amazing on me (and she was right—I bought it!).

I had a voucher for a free perfume, and she guided me to some of her personal favorites, sharing details about each one. I ended up picking one she recommended, plus another scent I had been considering. I also needed a sponge and a brush, and she made sure I got exactly what I needed.

Shani is top-notch—knowledgeable, attentive, and genuinely passionate about helping customers. I can’t say enough good...

I nearly never leave reviews unless explicitly asked but I feel like I need to leave one in this case. I walked in last Sunday looking to be matched with a new foundation and concealer and was immediately assisted by Shawn. I have a wedding this weekend and I needed some new makeup to make sure I looked my very best. Shawn listened to my needs and concerns and helped me find a perfect foundation that fit my skin and what I was looking for; however, when I was ready to purchase, my shade was absolutely not in stock. I was freaking out internally because I really needed the foundation for these events. Shawn was super helpful and assisted me with ordering the foundation in store in time to (hopefully) arrive today, just a day before I need it! And she mixed me a small sample just in case my foundation didn’t come in time.

Anyways, I just wanted to touch on the excellent customer service I received from Shawn last Sunday. She...