SEPHORA

Reviews

• JC

  Jennifer C

  5 days ago
  2.0
  There is a difference between just simply attending to a customer and actually "delighting" them in a way that not only provides a positive experience, but also leaves them with a desire to return. That was definitely not my experience at this store # 2424 in Kendall, FL today. This week, I received by mail an order just over $150, from the Sephora website (two different fragrance sets for a gift. I found out today the person already owns those fragrance sets. So I decided to go in a different direction with their gift & buy something elsewhere.. At the counter, I explained I was making a return.The associate asked if I had used the items, I said no and explained the reason for my return. After scanning my order barcode & the items, she informed me that since Ipaid by PayPal, she could only offer me a merchandise credit. A bit surprised, I asked her to clarify. I expressed that I wasn't interested in making another purchase. She looked again in the system & said the only option she was being given was to give me a merchandise credit. I appreciated that she also asked me to wait a moment while she waited for another associate who was standing next to her to free up, so she could double check. I had no problem waiting. When that associate freed up, the associate who initially helped me explained my inquiry.(Incidentally, I was not expecting a full refund; just a refund of what I had paid and basically a reversal of the transaction.) The associate proceeded to say that the only option in the system was a merchandise credit. I shared that I have a PayPal card that could easily be swiped for the refund, and she explained to she could not guarantee that that refund would go on PayPal and the only option was a merchandise credit. I was puzzled trying to understand why that was the only option offered to me. Yet, it made no sense to me that a consumer would be obligated to spend the money in the store if they did not want to do that. She shrugged her shoulders and said that was what's the system was showing. I asked if it made sense to her that that was the only option and, --- while I appreciate that she said she understood my fristration--- I was still left with no resolution. I asked to get the product back and left the store. Just outside the store, I calledcustomer service and explained what ccurred. Thankfully, Ryan, the customer service agent was amazing! He explained that because I used PayPal, the only way to do a complete return transaction would be to return the items via mail. He proceeded to offer me a return label, explained the return process, and everything was great. I was satisfied with this resolution because it made sense to me that he explained how the store was limited in what they could do for this type of transaction return, and I understood why I needed to return the items by mail. Great! That phone call took me about 6 minutes. It was pleasan and Ryan was awesome. Here is my issue. At no time did either associate offer to call customer service or double check to see if maybe there was a reason why I was only being offered a merchandise credit. The said it was the only option. Why? Why not go the extra mile? Had they called customer service, they would have been EDUCATED on the PROPER, ACCURATE answer to give a customer, which is like, "good news; although we're sorry we can't help you here at the store level since it was a PayPal purchase, customer service can help you do an easy return by mail." This was obviously a learning opportunity because none of the associates seemed to know how a PayPal return works. They clearly seemed DISINTERESTED in going the extra mile to confirm the information they provided was accurate. Another less informed consumer may have walked away believing they were stuck keeping the product or accepting a merchandise credit and that is WRONG because there WAS, in fact, another return option. Maybe these associates weren't properly trained. I get it. But they also didn't care enough. Caring differentiates good customer service from GREAT customer service.
• SU

  Skipper Ugang

  Apr 5, 2026
  5.0
  I had an amazing experience thanks to Wendy. She went above and beyond to help me with my order and also assisted me in opening a credit card account. Her professionalism, patience, and friendly attitude truly stood out. She made the whole process smooth and stress-free, answering all my questions and making sure I felt comfortable every step of the way. It’s rare to come across such genuine and dedicated customer service nowadays.
• JB

  Julie Buhler

  Mar 12, 2026
  1.0
  1 million people on the floor, but no one can help you with an online order and there’s only ever one person on the cash register. Don’t come here go to drive farther.
• MC

  Maria Calvo

  Feb 25, 2026
  2.0
  This would not be my go to Sephora. I went for the first time today. The assistance they give is minimal and rushed. They’re in a hurry and leave you hanging pass you onto someone else so you have to explain it all over again and then that person tries to sell you the product they have in hand versus what you want. Waste of time.
• AA

  Alex

  Feb 20, 2026
  1.0
  went this friday at around 3:30 and the lady at the cashier was rude and uninterested when i asked a question while being nice to the people before me

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