SEPHORA — Local services in Houston

If I could give Sephora inside Baybrook Mall 0 stars, I would. As a loyal customer for many years, I expected better from them, but my recent experience left me extremely disappointed. I rarely have to return items, but unfortunately, the powder foundation I purchased was completely off in terms of shade. Naturally, I wanted to exchange it for a better match and even had plans to buy more products during my visit. However, I was met with a blunt refusal to process the return.

Being a nursing student, a working mother and wife, my schedule is packed, leaving little time for anything outside of my responsibilities. This is the second time I've faced this issue, as the first time I was mismatched and ended up purchasing an Estee Lauder liquid foundation that was too dark for my skin. Living in Galveston, it's quite an inconvenience to drive all the way to Webster, especially with my busy schedule.

I set the foundation aside, disappointed that I couldn't use it, with the intention of returning it for a shade that would match my undertones. However, I forgot about it until my daughter mentioned wanting some makeup. It was then that I realized I needed to return the item. I took my daughter to the store and purchased more items for her. To my dismay, the manager flatly told me that nothing could be done and I wouldn't receive any credit for the foundation. They didn't care about my situation at all, nor did they take into account that I don't take advantage of the system, despite the stereotypes ingrained in society.

Without arguing, I asked to be matched again, even though I had just been told that my $50 would go straight to the trash. Once again, I received a mismatched shade that made me look as if I had plastered flour on my face. With my busy coursework in my last semester of nursing school, I hadn’t had time to return to the store.

Today, I went in to return the mismatched foundation and get matched again, only to be told that I was out of luck and they couldn't do anything about it. They showed no concern for my situation. At this point, I am not just displeased, but livid. That’s $100 dollars that Sephora has caused me to waste because I wasn’t taken seriously enough to be given the time to be properly matched and not have to go through the inconvenience of returning the foundation to begin with.

In light of this unfortunate experience, I have made the difficult decision to cancel my credit card with Sephora and redirect my beauty services and expenditures towards Ulta. I believe it is crucial to be appreciated as a loyal customer and receive the level of service I deserve.

While I understand that every business can have off days, I hope this review serves as constructive feedback for Sephora to improve their customer service at the Baybrook Mall location. It is my sincere hope that Sephora takes this feedback seriously and addresses the concerns of their loyal customers.

Although I had a negative experience at this particular Sephora location, I encourage others to explore different Sephora stores or consider Ulta, another reputable beauty retailer with a wide selection of products. Ultimately, it is essential to find a store that values its customers and provides a positive...

I used to love shopping at this Sephora. All of the employees were kind, knowledgeable, and helpful. I don’t know what happened but in the past few years I’ve seen a decline in customer service, which is sad considering you can buy two items and it totals to be $100. I don’t mind spending money on products I like, but to not be helped when I need something or when I need to exchange an item because nobody was around to help me with what I came in for in the first place is irritating. After this holiday season, I will not be a returning customer to this Sephora location. In December of 2023 I purchased a full sized bottle of cologne. The bottle was unopened and I had my receipt. I am currently sick with Covid and asked my dad to return it for me since my boyfriend and I broke up, I would no longer need to give him the gift. I called the store that morning to find out what my dad would need. Never once did the employee mention he would need any card to have the funds returned. When they would not return the item the employee didn’t ask if my dad would accept store credit. This incident is the breaking point for me with this location. If you are looking for another Sephora to go to, I recommend highland...

Went to this location to try to find some products that I needed. The whole store looked like it had been ransacked, and there was barely anything on the shelves. There were items in areas that it didn’t belong and it was so disorganized. When I was squatting to find a product, the sales associate reached completely over me without saying as much as an excuse me, dropped the tester bottle of whatever he was using. Of course it was made out of glass and shattered all around me and, foundation or concealer got on my legs, glass got on me, and all on my fiancé as well. The sales associate just chuckled and said “hehe, sorry.” He didn’t bother to ask if I was okay or to ask if we needed help cleaning ourselves up. He went right back to assisting his guest. Then, when we got to the register.. the young lady who was suppose to check us out just walked off right before we got to the counter.. leaving one person to handle the whole line of guest waiting by herself. Just wasn’t the best experience, and definitely one that will leave a sour taste...