SEPHORA

Nubia Lafayette

My preferred:)

Mimi Dankaka

Sephora had been my favorite makeup and skincare Mecca for years until this unfortunate day! I had the worst experience with Jennifer, the assistant store manager! On Sep. 6th 2022, I went to Sephora to buy some makeup items. I wanted to buy two Laura Mercier loose powders, one Fenty matte powder, Fenty lipstick, facial spray etc. Of all the items I wanted to buy, I wasn’t sure which fenty powder shade to buy so I asked Kayla, one of the sales representatives for help. Kayla and I went to the Beauty studio makeup section on the floor to try on some shades. Kayla tried on two different shades of the Fenty powder on me using her brush. I told her the shades were too light on my skin tone and asked her to please try a warmer shade. Kayla looked visibly irritated by my request. I asked her if anything was wrong and she said “No”. Kayla said she was going to get another shade but when she came back, she was escorted by Jennifer, the assistant store manager. Jennifer then told me that if I wanted to try another shade, I should go and get it myself and that Kayla shouldn’t get it for me nor use her brush on my skin. I was utterly perplexed and distraught! I asked Jennifer what was going on? Weren’t the sales representatives supposed to assist customers? Did I do or say something that upset Kayla? She said “No” then went on to repeat what she said earlier……. I should NOT ask Kayla to get any shade for me. If I want to try another shade, I should get it myself and I shouldn’t use Kayla’s brush………..Before I could respond, Jennifer and Kayla walked away from me. I stood up from where I was seated, still so confused. Should I leave my basket and walk away from the store?? I decided to look for another associate to help me…… telling myself that this experience had to be an outlier! Amber, another associate came to my rescue. She helped me get all the items I wanted, including the right Fenty powder shade for my skin. Amber was absolutely amazing and helpful. Before I joined the checkout queue, I decided to find Jennifer to understand what happened earlier and give her my personal feedback. I saw Jennifer at the checkout counter. I waited until she had attended to the customer that she had with her, then approached her and asked her if she had a minute to speak so that I can share my feedback. She said she will be with me after attending to the next customer. I waited for over 15 mins, she had attend to 3 additional customers by then. I reminded her that I was still waiting and she told me she doesn’t have time to chat anymore because she has to attend to all the customers on the checkout queue. At that very instance, I had a gut feeling realization that this wasn’t an outlier or a typical poor customer experience……………… she was RACIST towards me!! I decided to take a picture of her name badge, and I told her that since she couldn’t spare a minute to speak and listen to my feedback, I would share my experience with Sephora customer service department. She mumbled something under her breath and left the checkout counter. I decided to call Sephora customer service while waiting on the checkout queue. While I was waiting on the queue, Sophie, one of the managers at the store approached me to find out what happened. Sophie listened to my concerns, experience and feedback. She apologized on behalf of Sephora for Jennifer’s behavior. She was a breath of fresh air! She told me Jennifer was her manager (Wow! How is Jennifer allowed to manage anyone?!!). Thank you Sophie for listening to understand, addressing my concerns and being a delightful human being!!

David Vicent Massa

Fun and cheerful staff, they are happy to help and I was brushed off from one to another in style, I had fun on my visit.

Claire

Ericka is the best to help pick a fragrance. She was quite busy today since she's alone in the fragrance section. Nonetheless, patient and kind, she gives the best advice and knows well the products. Thank you again, Ericka!