SEPHORA

I purchased a $250 gift card for my mom for Christmas. We went last weekend to use the card, spent two hours picking out $300 worth of product just to get to the cashier to learn the card was never activated. It was closing time, and the manager told me they couldn’t remedy the situation even though I had proof of purchase on me. I was told to call the number on the back of the card. Got home to called only to learn that the store was the only place to resolve this. At which point, it was clear the store manager just didn’t want to stay past her shift to correct an issue which should’ve taken 5min to resolve. The person on the phone couldn’t do anything but forward me to another department. Next person tried to redirect me to store and wasn’t listening when I said I had been to the store and that they couldn’t be bothered. Eventually once she realized how it’s been handled she filled out an escalation form, stating in the notes to call me so that the issue would be resolved quicker. I receive an email Tuesday of this week asking for proof of purchase, which I sent. It is now Friday and I have yet to receive a phone call or reply. I called Sephora again today to see what was going on. I was told the team that is taking care of my case doesn’t make phone calls (ummm what!?). I was told that I would have to wait another 7 days to receive an email, in which they will have determined whether or not the card is in fact inactive. Which will then take another 3-5 business days to figure out how to give me a $250 gift card that I have already paid for. I will say that today’s phone call was more productive; they escalated the case further. I have been forwarded to different departments without anyone able to fix this. I am disappointed more in the physical store and the customer service. They could’ve easily fixed this right then and there in store but because the manager just didn’t feel like it, I am having to run around trying to get my $250 back or a card with that amount on it. I will never be returning to this location.UPDATE: turns out the card on my receipt doesn’t match the card I was given. The number of ways this store has screwed up continues to grow. Online customer service was just as useless, unhelpful and unapologetic as the store. I am surprised by their complete lack of customer service.

My daughter and I were so pleased with our experience today that I felt it was necessary to share. I am new to the Sephora brand but I was given the time to ask questions and explore my options. Taylor and Spenser were so friendly and knowledgeable. Great experience due to an amazing team!

I was buying the gift card today and wasn't asked which one I prefer, I needed for the birthday of girlfriend. Everyone can do the mistake, that's ok but I was surprised that manager is so unprofessional. Whan she came in , she said , we can't replace ,recall or change it to other gift card ( this card was with thank you at the front , it doesn't really seem to be for the birthday). If the employee doing some mistake there might be the way to solve it instead of saying we can't, sorry. And employee don't know if purchase of gift card belongs to the point system.Your service deserves 0 stars today.thanks.

Always have a great experience in this location. Staff is right there to answer any questions I may have, and they're extremely knowledgeable with all products.

I walked in, not knowing what to do with myself and Alex was absolutely accommodating and very sweet, helped me with exactly what I needed with such a short budget. Made me feel veery comfortable even though I was way out of my comfort zone.Thank you very much Alex and to her coworker for your patience.

I can’t remember her name, but she helped colour match me for the rare beauty foundation today and I put it on this evening and it looks so good! She colour matched me perfectly and was very kind! and her makeup was slay❤️

I had a 75 minute make up tutorial class with Annie and she was amazing! I don’t know much about make up and I am doing my own for my wedding so I need all the help I can get! She colour matched everything , went over tips and tricks and she was so pleasant to deal with! The whole staff was very nice when I walked in! Taylor greeted me when I walked in and she was so pleasant. Overall great experience!

My first time in SEPHORA and left feeling like I was being discriminated because of my age. I was handed off by one staff member to another who just stood at the display; offering no help. I was not offered a loyalty card at check out...I guess I'm just too old to make use of points! Won't be back

We went Sephora Pen Center for my daughter's prom make up. I had worries about professional make up but Spencer made an excellent job. He is super friendly and talented. We loved her make up it was super natural but at the same time very professional. Thank you Sephora, it is priceless to make a teanager happy.