SEPHORA

Reviews

• DD

  D

  4 days ago
  5.0
  The BEST Sephora in Miami!!! They welcome me immediately when I walk in every time I come here. They always offer to help me and let me know about the promotions happening that day. I love coming here, even if I don’t need anything, I pass by because this store is so clean and there’s always fresh testers available and they go above and beyond to help me find the perfect foundation match and introduce me to the latest products. They treat me better than my own family. Thank you Sephora, I always leave happier than when I come in.
• DL

  Darissa Lee

  May 11, 2026
  1.0
  My friends and I visited this Sephora and were treated terribly by the employees. This lady followed us to every isle and even told her coworker as well and then her coworker started to follow us. It started from the moment we walked in we were treated terribly and as less than. This is the WORST experience I’ve ever had in a store. There were middle schoolers walking around with book bags and they weren’t even being followed around they did this because of the color of our skin and it’s sickening. This store definitely needs better employees cause this was insane and heartbreaking.
• AA

  aleyahh

  May 11, 2026
  1.0
  The old ladies in this store were extremely rude and racially profiled my friends and I. First off, I was buying a concealer and informed them that I knew what I wanted and didn’t need any help. One of the old ladies followed my friends and I around the whole store and pointed at us and told her coworker to follow us around. Mind you, there were middle school kids with big book bags on in the store and not once did they follow them. It’s crazy that skin color still plays a role in how people treat one another.
• AL

  Amy Lopez

  May 9, 2026
  1.0
  i purchased a hair serum from kerastate about an hour ago and the box sounded weird and i told the lady at the cashier that i thought it was broken she shacked the box and told me it was fine o get home and the product was spilled all over the box and the bottle broken i called but they don’t answer the phone.
• JC

  Jennifer C

  Apr 11, 2026
  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.

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