SEPHORA — Local services in New York

Are Sephora employees discouraged from providing samples to customers? I asked for two samples, and the employee discouraged me from getting them, aggressively claiming that the samples “lose their efficacy once met with air”. I don’t know what the goal of spreading misinformation there was, but anyone knows that all hair products mix with air before being applied to the hair. So why lie and refuse to provide samples? I then asked, can I just please have the two samples I asked for? That’s all I want. Then the employee said, “just so you know it’s not going to be enough for your whole head” then proceeded to provide me with a pea size amount. The employee then said “I gave you the repair cream instead because you need it” like what? I walked out feeling frustrated with the strange encounter and wrong product. All I asked for was two samples so I can try them before I commit to buying two huge bottles, and I really don’t know why that had to take this much effort only to receive the wrong product. I don’t want to mention the name of the employee in public, but I will be reporting the employee through email. I honestly wish I recorded the conversation because the employee was incredibly rude and aggressive. I understand selling products and earning commission is important, but I don’t think the treatment I received today was deserved in any way. I’ve been to many Sephora locations and always have had pleasant experiences. Next time I’m going to ask for a different employee to help me because this...

Coming to Sephora has been a bit of a bummer lately, it seems like no one is trained on color matching anymore and they just use an app that measures the shade itself after they hold the phone to my skin…but it’s literally never correct. I came in today knowing the exact brand of CC cream I needed, but not positive on the shade. As I was trying to figure it out, Maya approached me and asked if she could help. And she wasn’t using the app, she was matching herself. Her first choice was one shade off, but she clearly knew why- she said after putting it on that it wasn’t a match because the undertone was too warm. She tried the next one and it was a perfect match- all this to say, she knows what she’s doing. She grabbed the product and asked if I needed any other help, and I said I was all good. But then she noticed me coming back and hovering by the display. She came right up and said, “looking for the price?” She read my mind and immediately gave me the info.

I really don’t leave many reviews- I work in customer service for a living, so I only leave one if the service was either phenomenal or terrible. Maya was phenomenal. Not only was she incredibly well-informed and knowledgeable, she was also SO kind, friendly, and welcoming. Please give her the biggest raise y’all are allowed to give, because she’s the kind of person that will keep your brand alive simply because of the perfect customer experience...

Usually love this Sephora— this experience with some skincare section employees though left me feeling very shamed for asking for help. I asked for help regarding skin care products, and immediately was urged to go to the most expensive product, all products that were suggested were from one skin care line only, and while it seems like an effective product, I do like to hear about more cost affordable products. Right as I asked them this question, immediately the two girls helping me were so disinterested, trying to convince me to try the credit card and close it after, or even getting me to use some debatable/maybe discount. One girl completely left the conversation, and the other half heartedly mentioned that this is an investment and there are no other products similar to that. No other products were suggested to me at that point, even close to the product they initially described. It didn’t sit well with me on the treatment I received after I asked a valid question that most consumers would probably ask. I understand commission is important, and skin care is admittedly expensive, however, I would just expect some more compassion and care for what a customer is asking for, especially given cost-affordable options for girlies who also want clear skin, but can’t afford a $78 product...