Sephora has gone Bananas Part 2

So after that awful experience at the SOHO location I decided that I would return the Smashbox Primal water. Why should I have to settle when the product was about $35 to purchase? I deserve the best money can buy! Instead I purchased some Skindinavia sprays. I had heard about Skindinavia from KathleenLights on her YouTube channel and I also knew they collaborated with Urban Decay on their mist sprays. So I decided I would purchase their products and forego Sephora!

I went to return the product at the Sephora Joralemon location. I was with Bmj2k at the time and it was convenient to go as we were in the neighborhood. The moment I walked in the ambiance was frigid. There was no greeting and the security guard was ignoring a woman who was asking him a question. I did try some swatches for Urban Decay but decided against purchasing from Sephora and went to return. The wait time wasn’t bad but the attitude from the cashier with NO NAME TAG needed adjustment. Her greeting was hostile even though I guess I could have given her a point for acknowledging me as a client. She was slamming the Smashbox Primer like she wanted to slam it on my face. Then she asked me if I used it. I told her no but why would it matter since I had the receipt? She didn’t ask me why. So much for the Customer Satisfaction Guarantee. Meanwhile while she is completing my transaction yet again I wasn’t offered the option of redeeming my VIB points. She also gave another customer a compliment and her whole demeanor was pleasant yet condescending while she spoke to me. Thankfully the whole ordeal ended and just sealed my opinion that I should never shop at Sephora again! How is it that the culture and behavior of their employees transcends two stores? Is Sephora encouraging their employees to polarize their clients? As a profit maximizing business in this capitalistic competitive market do they care about their niche?

I was going to walk out as this incident made me believe that upper management encouraged this nastiness. BMJ2K and I were conversing about this behavior the lack of cordiality or professionalism. We were very vocal and Brooklyn about our opinions. As I was walking out I saw a manager or so I thought he was wearing a nice shirt and yet again NO NAME TAG. I guess the fact that he had tattoos all over his arms made up for the lack of a NAME  TAG. I asked him if he was the Manager and he told me he was one of them. I waited for him to introduce himself which he didn’t. I told him I made a return and showed him my receipt while conveying the rude behavior of his insubordinate. This Manager who clearly lacked focus was more concerned with why I didn’t give him a chance for a makeover. He even told me at one point that he thought “I wasn’t allowing him to help me”. At that point I told him I questioned his management and believed that the decorum of his staff was a reflection on him. Considering Sephora is a high end luxury makeup store can’t they afford to train their staff? He at that point took it upon himself to introduce himself as Gerald. In all honesty I rather call him Tattoo or Peter Pan since I suspect he probably lied about his name. His flighty behavior made me wonder how he became a Manager or was that just a claim to mislead me? Then he told me that it was a team effort and he had to talk to his coordinator. So the coordinator has more authority then a manager? That was a first! I made it clear to him that as a VIB I was offered a makeover and many free perks which I had declined as I didn’t like the service.

I mean I happen to work in a corporate environment and found his answers illogical. I told him I guess he thought I was just the average Joe but in my world the lack of name tags usually means being written up. How am I supposed to escalate my concerns to a store manager when their staff doesn’t wear name tags? BMJ2K did agree and interject that we were here to talk about the return not about a makeover or the fact that I purchase from other stores or come twice a year. Apparently that is an excuse for bad service. Why would I spend my hard earned money in a store who doesn’t understand customer service 101? I rather shop at a Rite Aid for makeup which didn’t have any snide remarks or catty eye rolling remarks. With Rite Aid it was just pay and leave no conversation is better than this wannabe sophisticated treatment!

I mean this Manager was a guy but he took things so personally and attacked me as a customer which is a BIG NO in customer service. He didn’t once apologize to me or ask me how he could address the issue. Instead he skirted the issue and made it seem like my concerns were irrelevant since I also shopped elsewhere. I am a VIP member for Macy’s, an ACE member with Birch box and also shop at ULTA. None of those stores or brand have ever exhibited such nasty behavior. Rather Birchbox I feel like has great customer service and has given me dollar points on occasion even though I was at fault. Macy’s, Ulta and Birchbox has also given me discount codes for 30% off regardless of how many times I shop with them.

Sephora get your ducks in a row. I don’t have to tolerate your cattiness. If you don’t understand as a business that your stores and staff represent your brand it wouldn’t surprise me to hear that you’re in Bankruptcy or closing down for good. Then again should I be surprised that your store is part of the LVMH group and you were pushing Makeup for Ever which is also part of the same family? Isn’t that a conflict of interest that at you SOHO location you were only pushing one brand? Do you think that ALL of  your consumers don’t have the skill sets to do their research? Sephora my suggestion is that you should do a business analysis regarding your longevity. In conclusion I don’t even care about my VIB point this mind numbing Odyssey is officially closed! I am taking my business elsewhere!


4 thoughts on “Sephora has gone Bananas Part 2

  1. Awesome and well-written! You did a much better job than I of explaining this nonsense. Frankly it all made my head spin. (Your writing partner can learn a lot from this!) Sephora needs to realize that customers have a lot of choice and any bad experience will (and should) cause them to go somewhere else to spend their hard-earned money. You hit this on the head!


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