SEPHORA — Local services in New York

Do not visit this Sephora, especially if you are a woman of Asian descent.

I visited this location over the weekend expecting it to be an efficient experience as I had a clear idea of what I needed- shade matching for a sunscreen tint. Unfortunately, it was an ordeal to get help as the staff at this Sephora is incredibly rude and dismissive. Every single employee I asked redirected me in another direction of the store and/or to another employee “who would know more about the product you are looking for”. I searched for and asked employees from almost every corner of the store because every one of them sent me on a wild goose chase. To note, the other non-Asian customers had no issues being helped- they were even approached by Sephora employees who asked them if they needed help. I was never given that and had to deal with asking every employee I could see, to which none of them actually wanted to help me or make sure that I was helped in a timely manner by an employee who did.

For efficiency, this is a rough list of what happened: the employee standing in the middle of the store (using her phone- she didn’t look pleased that I interrupted her), directed me to the front of the store the employee at the front of the store was incredibly annoyed that I needed help getting shade matched- she told me to stand over at the Tower 28 station and that an employee would assist me shortly I waited at said station, and an employee came up and asked if I was the one looking to get shade matched- when I confirmed that I was still waiting to be helped, she just looked at me and walked away confused, I stood at the station for a couple more minutes before going back to the front entrance employee- said employee was standing by the makeup artist station and ignored me when I said I was still waiting to be helped said employee walked back to her position at the front of the store, to which she finally looked at me and I was able to tell her that no one had come my way said employee sighed loudly at me and said, “Tower 28 shade matching?” to which I confirmed- she then spoke into her earpiece to ask if “SOMEONE could help this customer” an employee nearby said they only needed two minutes before they could help, and front entrance employee sent me back to stand by the Tower 28 station after waiting another five minutes, I walked back to the front and said that I still needed help because no one had come said employee was noticeably irate, so I just headed back towards the station hoping that someone would show up an employee showed up there and said, “I was waiting at Tower 28, but you weren’t there”, to which I frankly responded that I had been waiting for a long time and that I hadn’t been assisted once, nor had I seen a single employee even stop to help, as well as the fact that she showed up the second I left to ask the front employee for a time estimate on how much longer I would need to be helped at this point, I’m short on time, so I asked the employee if she could just make me a tester of the sunscreen tint so that I could just try it at home before purchasing the employee said that Sephora no longer makes testers because of the pandemic and for sanitary reasons, and that if I wanted to try the product at home, I could just buy it, despite the fact that I had made it clear that I didn’t feel comfortable with buying product just to try it and then return it, as it’s wasteful (Sephora destroys any product that was opened when people return it, which is wildly unsustainable) after she brought up the pandemic and it not being a sanitary procedure to make testers, she opened the used sunscreen tint and applied it ON MY FACE with her dirty brush, which was clearly used previously...

Sephora had been my favorite makeup and skincare Mecca for years until this unfortunate day!

I had the worst experience with Jennifer, the assistant store manager!

On Sep. 6th 2022, I went to Sephora to buy some makeup items. I wanted to buy two Laura Mercier loose powders, one Fenty matte powder, Fenty lipstick, facial spray etc.

Of all the items I wanted to buy, I wasn’t sure which fenty powder shade to buy so I asked Kayla, one of the sales representatives for help.

Kayla and I went to the Beauty studio makeup section on the floor to try on some shades. Kayla tried on two different shades of the Fenty powder on me using her brush. I told her the shades were too light on my skin tone and asked her to please try a warmer shade.

Kayla looked visibly irritated by my request. I asked her if anything was wrong and she said “No”. Kayla said she was going to get another shade but when she came back, she was escorted by Jennifer, the assistant store manager.

Jennifer then told me that if I wanted to try another shade, I should go and get it myself and that Kayla shouldn’t get it for me nor use her brush on my skin.

I was utterly perplexed and distraught!

I asked Jennifer what was going on? Weren’t the sales representatives supposed to assist customers? Did I do or say something that upset Kayla? She said “No” then went on to repeat what she said earlier……. I should NOT ask Kayla to get any shade for me. If I want to try another shade, I should get it myself and I shouldn’t use Kayla’s brush………..Before I could respond, Jennifer and Kayla walked away from me.

I stood up from where I was seated, still so confused. Should I leave my basket and walk away from the store?? I decided to look for another associate to help me…… telling myself that this experience had to be an outlier!

Amber, another associate came to my rescue. She helped me get all the items I wanted, including the right Fenty powder shade for my skin. Amber was absolutely amazing and helpful.

Before I joined the checkout queue, I decided to find Jennifer to understand what happened earlier and give her my personal feedback.

I saw Jennifer at the checkout counter. I waited until she had attended to the customer that she had with her, then approached her and asked her if she had a minute to speak so that I can share my feedback. She said she will be with me after attending to the next customer. I waited for over 15 mins, she had attend to 3 additional customers by then. I reminded her that I was still waiting and she told me she doesn’t have time to chat anymore because she has to attend to all the customers on the checkout queue.

At that very instance, I had a gut feeling realization that this wasn’t an outlier or a typical poor customer experience……………… she was RACIST towards me!!

I decided to take a picture of her name badge, and I told her that since she couldn’t spare a minute to speak and listen to my feedback, I would share my experience with Sephora customer service department. She mumbled something under her breath and left the checkout counter.

I decided to call Sephora customer service while waiting on the checkout queue.

While I was waiting on the queue, Sophie, one of the managers at the store approached me to find out what happened. Sophie listened to my concerns, experience and feedback. She apologized on behalf of Sephora for Jennifer’s behavior. She was a breath of fresh air! She told me Jennifer was her manager (Wow! How is Jennifer allowed to manage anyone?!!).

Thank you Sophie for listening to understand, addressing my concerns and being a delightful...

Let me start by saying I really liked Christian. Loved his vibe & his being. I also appreciated Catherine for her help! & another young woman that “helped” although I did not appreciate her original approach. Now I work for NYU Hospital of Langone not far on 33rd & 1st ave. I worked a 14hr shift prior the day before then came back & did an 8 hour shift the day of coming in to Sephora. After work I went to this location Sephora on 34th st. I was extremely tired but I've been wanting to try the new fenty concealer I probably reached there around 3 something pm .. First let me describe what I had on…. I had on black fenty sweats, black Uniqlo puffer jacket a black long sleeve underneath, black ugg boots & my little black long champ with some black pants I wear at work sometimes in my small long champ bag. I also had long braids…… Im over by fenty & I asked someone to get matched, it ended up not being as successful as I hoped with the young woman I mentioned in the beginning the one that I am unsure of her name. Catherine came over by over hearing what I was looking for and helped me and she did in fact make some great suggestions, she definitely has a good eye & can tell she’s experienced. Long story short I have made my decision and I have decided on the products I was going to purchase, though I only initially came in for the new fenty concealer. I didn’t end up with that but I did get a gloss by fenty & a different concealer by Givenchy with the help of & recommended by Catherine & a powder as well recommended with the assistance of Christian. I give their service a 10… As a whole Sephora I give a 0 let me tell you why and this seems to be a constant issue…… They often misjudge and discriminate & watch you unnecessarily and seem to always watch the wrong people and the wrong things! I didn’t feel I was being watched and focused on until this girl came randomly to me and asked me am I paying with debit and took me to the side to pay and it didn’t hit me until after I finished the transaction. I’m in target looking around and wanted to so badly to go back in there and return everything as I am telling my boyfriend over the phone and thinking about everything…… He told me I should never leave a store If I feel a way, I should address it while I am there in which he is absolutely right!. Let me tell you why I felt like I was being watched unnecessarily… I was at the end of the line & there was a long line, why take me? Usually you would ask whoever is on line and was there first also a woman came up to the girl who was ringing my stuff up with her little machine and asked can she checkout with her and she said she has another person to checkout and that she is not taking other customers which to me is red flag. So I am still wondering was I being discriminated against & that is a huge problem for me! One day you guys will get sued because this is a continuous problem and I am starting to hate sephora for it. I know for a fact they be on their little head pieces telling each other who to supposedly look out for in codes. A few times I went in Sephora I felt I was being watched it’s not cool that you cannot take your time and shop in peace at these freaking places. I wanted to look around some more but I just did not feel comfortable it’s ridiculous! I never have to worry about...