SEPHORA

Reviews

• BB

  Bebika Bhattarai

  Aug 20, 2026
  1.0
  Worst customer service experience ever! They completely failed to understand the urgency of the situation. I accidentally left my phone at the store, and although the store was already closed, the manager was still inside. I understand that every store has its own policies and procedures, but they could have shown a little understanding and compassion given the circumstances. Instead, we were made to wait outside while they finished their closing and counting, even though simply handing over my phone would have taken less than 10 seconds. It was extremely frustrating and disappointing to be treated that way, especially when the manager was already there and could have easily helped resolve the situation.
• JB

  jennifer barnett

  Aug 20, 2026
  1.0
  Every time I visit Southlake, I shop at this Sephora and usually drop a few hundred dollars per visit because I don't have a location near my home out of state. Unfortunately, the customer service here is consistently terrible—the staff is routinely rude, elitist, and dismissive, making you feel completely unwelcome unless you look a certain way. During my early July trip, I picked up the wrong shade of a $20 brow gel. On my recent visit back to town, I tried to do a quick shade exchange, but the older male manager refused because it was past 30 days. There was zero willingness to work with an out-of-state shopper—just an outright lack of flexibility and a condescending attitude over a simple, low-value item after I had just spent hundreds in the store. Huge shoutout to Jade, who is the only friendly, warm, non-judgmental, and helpful employee working there. The pervasive elitist atmosphere from the rest of the team makes for a terrible shopping experience, especially if you don’t look or dress a certain way. Refusing a simple shade exchange for a loyal customer was the final straw. Save your money and shop somewhere that actually values its customers.
• BR

  blu razzmatazz

  Jul 4, 2026
  1.0
  I would like to share my recent experience at your store because it was very disappointing. I visited the store to pick up an online order during what appeared to be a very busy event. As I walked in, no one greeted or acknowledged me, and I had difficulty finding anyone available to help. Since I was unsure where to go for order pickup, I approached an employee with blue hair and politely asked for assistance. Instead of simply helping me, she initially dismissed me. When she eventually came back to assist, she repeatedly told me in a rude and disrespectful tone that I needed to “follow the signs” and go to the pickup area next time. She continued making similar comments even after I explained that I was only asking because I couldn’t find anyone to help me. Her attitude made me feel like I was an inconvenience rather than a customer. I understand the store was busy, and I appreciate that employees may be under pressure during events. However, being busy is not an excuse for treating customers with disrespect. A simple, friendly explanation or pointing me in the right direction would have been more than enough.
• LS

  Liz S

  Jun 30, 2026
  1.0
  I am a customer of Sephora for years, usually spend a lot of money per visit. Today I decided to try this place close by me. When I get there the door security was very polite (I liked that) and one girl helped me find a replacement for my Fenty powder foundation (which is no longer available) then I go around the store just looking at new products and the store is packed. Then this lady by the door goes all the way to the corner of the store where I was to tell me if I need help because I have 2 minutes to closing. I looked around and to my surprise SHE DID NOT TELL ANYONE ELSE WHAT SHE SAID TO ME… then I lean over to look where she went and she went back to the door. This lady literally targeted me to hurry up and leave but nobody else was told the same… These things usually don’t bother me but to be honest this location is DISGUSTING FOR HAVING RACIST EMPLOYEES!
• TV

  Triniti Vera

  Jun 18, 2026
  5.0
  Erika was absolutely incredible so kind and extremely helpful! 🩷

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