SEPHORA

Reviews

• GV

  GRETEL VAN VOLKENBURGH

  1 day ago
  1.0
  I am writing to formally report an extremely upsetting experience my family and I had at your Sephora location. My mother, who is currently battling stage four pancreatic cancer and has lost her hair and eyebrows due to treatment, visited the store with me to find a new eyebrow shade and stencils to help her feel more confident during this difficult time. When we entered the store, we were warmly greeted and began browsing. We were assisted by an employee named Natalie, who provided exceptional service. She was patient, kind, and compassionate. She walked us through several products from the Anastasia line, explained the differences, and even demonstrated how to use the eyebrow powder and stencils my mother had already purchased. My mother was visibly tired, so I asked if she could sit for a moment at one of the beauty stations, which had no signage indicating any restrictions. Natalie continued helping us with genuine care and empathy. However, the positive experience changed when the manager, Ingrid approached. Instead of allowing Natalie to finish assisting us or addressing the matter privately, she pulled Natalie aside -- only about a foot away -- still in full earshot of my mother. She told Natalie, in a stern tone, that she "cannot be doing that" and that my mother "cannot be sitting here" because Natalie is "not a licensed aesthetician." She instructed her to ask us to move and reprimanded her directly in front of us. My mother's face immediately showed hurt, embarrassment, and sadness. She nearly cried. Natalie apologized to us, clearly uncomfortable, and continued assisting us as best she could. I addressed Ingrid directly and explained that we had asked for help and that Natalie was simply being kind to a customer in need. Ingrid responded coldly that it "doesn't matter" because Natalie is "not allowed" and insisted we needed to move. Her tone was dismissive and lacked any professionalism, compassion, or basic courtesy -- especially given my mother's condition. After the interaction, I told Ingrid how upsetting her behavior was and how unnecessary it was to reprimand her employee in front of us, especially with my mother visibly weakened and emotional. Ingrid insisted she "had to" handle it that way, denied doing it in front of my mother despite being only inches away, and offered no apology or empathy. Her demeanor was rude, insensitive, and completely inappropriate for someone in a leadership position. It created an environment that felt The entire experience left us feeling humiliated and unwelcome. Although we still purchased what we needed for my mother's emotional well-being, I left seriously considering closing my recently opened line of credit with Sephora due to this incident. I want to emphasize that Natalie provided outstanding service and should be acknowledged for her compassion and professionalism. However,Ingrid's conduct reflects poorly on Sephora and does not align with the values of inclusivity, support, and respect that your company promotes. I respectfully request that this incident be reviewed and addressed appropriately. No customer -- especially someone battling a life-threatening illness -- should ever be treated this way. Thank you for your time and attention. I look forward to your response.
• BJ

  baby joe

  Oct 21, 2025
  5.0
  my first time coming here, i got some face mask sheets and opened a new credit card and got a good offer. overall staff was friendly when i walked in
• KM

  Kylie Mancera

  Oct 14, 2025
  5.0
  I don’t normally take the time to write reviews, but I HAD to this time! Ms. Sam girl recommended some really good products that actually work!! I’m not kidding, after using them, my skin went from a 2 to a 7 overnight. She asked all the right questions and was overall so nice. Her customer service is amazing! If you ever need help with skincare, do yourself a huge favor and go to Sam. #selflove
• VR

  Victoria “Vicky” Rodriguez

  Aug 26, 2025
  1.0
  They canceled my makeup appointment I had booked WEEKS in advance. Called saying they were giving me “enough notice to cancel the appointment” as if I can find someone for the weekend in 4 days or less. Also offered a different day when the reason we book the appointments are for special occasions. Yeah let me move my baby shower so it can fit my make up appointment. Beyond disappointed!
• TC

  Tasha Carter

  Aug 4, 2025
  5.0
  Angel was great. He helped me with my purchase. He was very knowledgeable and his skin was glowing. Wonderful customer service.

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