SEPHORA — Local services in New York

DISAPPOINTING I am travelling (July 19-28, 2023) in NY. I bought $158 worth of products from Sephora on July 21/23 from The Mills at Jersey Gardens. Willmary helped me to choose HD foundation and Concealer. I think she picked up the wrong foundation, it was too dark for me. So next day I returned that foundation at 139 Flatbush Brooklyn as I was in the area. I was refunded $27 for the concealer instead of the foundation which was $42 even though I handed her the foundation. I didn’t have the concealer with me though but she somehow processed refund and money went to my credit card. I didn’t need to tap or insert my CC. When I checked my receipt later, I called right away and talked to a manager (Janelle). As it was end of the day, she promised to call me back and resolve this. I never heard from her. So I called and talk to a manager (Martin). I talked to her 4 times in the last 2 days, and never received call from the store, even though they promised to. After consulting with the store manager, she told me that I need to go to the store with the concealer, so she can scan and redo the refund for the foundation, even though she checked and confirmed that I gave the foundation at the checkout at 6:15 pm from the cc tv camera. I do not have time to go, it was their mistake and should have been resolved without me physically there, as at the time of refund I didn’t have the concealer, gave them the product/foundation I wanted to refund, didn’t have to use my credit card. So why do I have to be there to get the rest of the money. It couldn’t have been done manually. Very disappointed with their...

I had a terrible experience at this Sephora location. I came in with a few returns (due to order mix-ups and exchanging a USED item that I got via same-day delivery that same morning, not due to return abuse etc.), but the cashier immediately took a condescending tone, chomping gum loudly and repeating “just like any other retailer, we prefer physical receipts” over and over, even though my Beauty Insider account info is an allowed form of receipt in their policy. She and a colleague, who only came up behind her to watch, laughed and talked about me making returns as I stood there at the register. I was extremely uncomfortable and felt so vulnerable as I stood there essentially getting bashed, laughed at, and glared at by these two women. When my frustration became clear, she called me "entitled" for simply making returns and picked an argument. I was appalled, it was one of those experiences that was so shocking and unpleasant that it makes you question your own sanity for hours after. The hiring team should exercise greater caution— this interaction would be enough to throw someone with a fragile mental state over the edge. I canceled my plans after because it was so unexpected and jarring. The manager was very kind. She came up as soon as she heard the escalation and apologized. But it's concerning that this behavior is tolerated. I question why people so unprofessional and rude are...

When I walked in the store, I wasn’t asked if I needed assistance like other Sephoras do. I went there to pick up a few items, one of them being an ABH brow pencil. I picked up two and checked the boxes because one of them felt empty. So I opened the box and saw no brow pencil (later I found that there was a pencil but it was hiding behind the flap). The lady who told me this said it in a rude way then walked away. Then, I stood around in the store waiting for someone to assist me with something else and no one paid attention to me. I walked up to the same lady that was rude to me and asked if she can help me, but instead she stood there and chatted with a coworker. Another worker came up to me and asked if she can help me with anything and I needed help finding a bronzer. She wasn’t sure how to help me, so she referred me to her other coworker (who was black and I’m also black) and she told me I’d have better luck asking her. That worker told me about one product and then walked away because she needed to help another customer. When I checked out, they told me I couldn’t get any samples because they had none. They said they haven’t had a shipment of samples for weeks now. I wished I ordered online just to have avoided that horrible customer service and also lack of products. Won’f be going...