SEPHORA

Reviews

• MO

  Matt Oliver

  4 days ago
  5.0
  Helped my Fiancé find what she needed and everybody was super nice and helpful
• LL

  Lizza

  Aug 1, 2026
  1.0
  I rarely leave negative reviews, but after my experience at the Sephora on 53rd Street and Madison Avenue, I felt compelled to share what happened. I visited the store to redeem my birthday gift, which is supposed to be a small gesture of appreciation for loyal customers. Unfortunately, what should have been a simple and positive experience became frustrating and disappointing. I explained to the beauty advisor that I had recently seen my dermatologist within the last two weeks because I am currently dealing with severe breakouts. My dermatologist has me on a specific skincare regimen using products such as La Roche-Posay and CeraVe, and I cannot introduce other facial products while my skin is healing. I'm also wearing a mask The associate suggested that I choose a hair product instead. I explained that, as a Black woman, I use specific hair products that are appropriate for my hair type and that I was not interested in taking a product I would never use. I then asked if I could receive the Josie Maran body butter instead, since it was something I could actually use. I was told that wasn't possible because it was only available through the rewards points program. I asked to speak with the manager, hoping there might be some flexibility after explaining my situation. I received the exact same response. No one attempted to find a reasonable solution or showed any interest in making the experience a positive one. The interaction felt transactional and dismissive rather than customer-focused. No one wanted to provide the name of the Regional Manager. What disappointed me even more was that I left feeling like my concerns were never truly heard. Customer service isn't just about enforcing policies, it's also about listening, showing empathy, and finding solutions when possible. Even if the policy couldn't be changed, the way it was communicated made me feel like I was simply being brushed aside. Another thing that stood out to me was the lack of diversity among the staff I encountered during my visit. As a Black customer, representation matters. It made me reflect on whether Sephora is truly creating an inclusive environment where customers from different backgrounds feel understood and welcomed. I understand that employees have to follow company policies, and I'm not expecting anyone to break the rules. However, there is a significant difference between saying "I'm sorry, let me see what I can do," and making a customer feel like there is no interest in helping them at all. A birthday gift is intended to make customers feel appreciated. Instead, I walked away feeling frustrated and undervalued. This experience reinforced why I have hesitated to shop at Sephora in the past. I hope store leadership and corporate management review how situations like this are handled. Better customer service, stronger communication, and a genuine willingness to help customers would go a long way. Every customer deserves to leave feeling respected, even when the answer is ultimately "no." Unfortunately, this visit left me with the impression that customer care was not a priority. As someone who works in HR/Recruiting, I believe these people need additional training. ~Never Coming Back To Sephora
• SH

  Sherin Howett

  Aug 1, 2026
  5.0
  Wonderful experience. Sales women was so helpful and kind. Highly recommend
• TP

  tara poostchi

  Jul 14, 2026
  2.0
  I went to pick up my birthday products along with few items that I bought. When I told the cashier it’s my birthday she did not even greet? She said ok and gave me the wrong product I asked for and I realized it when I opened my bag at home. Kind of disappointed at the service as it’s supposed to be an experience. It wasn’t even that busy when I was there 6 pm
• MF

  Marcelino Feliciano

  Jun 12, 2026
  5.0
  The staff is always very the helpful and knowledgeable.

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