Over $300 worth of products all for FREE! This is going to be a long story of how this happened but short story is, everyone should shop at Sephora because they really do care about everyone. They’re not in the business just to make money. They don’t just see their customers as numbers. They see them as real people and actually care about them as people.
I had the worst and best shopping experience today. Since my birthday is coming up, I went to Sephora to get some products that I had already researched about beforehand. I went about an hour before closing which was enough time for me to quickly try the products before I actually bought it. While the eyeliners, lipsticks, and eyebrow gels were easy to get on my own, I needed help matching a foundation that wouldn’t make me look grey or melt off my face after a couple of hours.
The girls who matched me for the foundation were great but unfortunately a really sassy guy took over since the girl I was working with had her shift end. Not only was he impatient and dismissive with me, he was actually really rude. When I told him about my concerns, all he said was, “Well that shouldn’t be happening so I don’t know what to tell you.” in a tone like I was either stupid or lying about my color matching problem. He pushed me to go with a color that had either had red undertones or a foundation clearly too dark for me. When I tried to gently request a one with a yellow undertone since I’m Asian, he told me the colors he chose for me did have yellow undertones since it had the word “beige” in the name (on the Tarte website, it turns out that beige actually has red undertones).
While I was thinking about my options, he told me that I had to hurry up because all the tills were closing and I won’t be able to buy anything at all. There was 10 min until closing and still a lot of people in the store because of the sale. Eventually I went with my gut instinct and chose the Tarte Amazonian Clay in fair-light honey instead of the medium beige or fair beige, which he literally THREW at me and turn away so fast you would think he won the lottery.
Throughout our entire interaction, he was sighing and heaving like I was wasting his time with my questions and was generally very uninterested in helping me. I don’t know what I did wrong to upset him but I tried apologizing anyways hoping he would be less impatient to no avail. He ignored my apologies and just continued sighing. I know the store is closing but I was doing my best to make a decision as quickly as possible. I try to be as accommodating as possible whenever I go shopping since I understand working in retail is already hard enough without having to deal with over demanding and entitled clients expecting the impossible.
As if all of this wasn’t enough, while I was lining up to checkout, this guy was standing literally 3 meters away from me talking in the loudest voice with two other associates about how annoying I was. He was pointing to his hand with all the foundation we had tried on, generally complaining and making fun of how clueless and annoying I am. Luckily the girls he was complaining to were kind and he had to defend himself saying that he’s not making fun of me. I tried not to listen but it was really hard when he’s right next to me and making such a huge scene. I wanted to tell him I could hear him but I didn’t want to instigate any drama. But seriously, if you’re really gona make fun of a customer, at least do it NOT right in front of them.
Luckily as I was checking out, I got to tell my story to a manager named Reagan. This guy just so happened to pass by when she asked which specific associate that I broke down. I felt so ridiculous about being so sensitive to the whole situation and I could feel my eyes watering. I put my head down in embarrassment and quickly requested to just pay so I could leave. I just wanted to get out of there as soon as possible. Reagan was so sweet and kind that she told me to not worrying about paying and that SHE was going to pay for my whole purchase and handle the whole situation! I purchased a lot of products and just wanted to leave so I declined her offer but she insisted even after seeing the bill at over $300. I was so shocked! She really cared and wanted to do anything that could make my experience better. Not only that but the other associates were so kind to fill my bag with a whole bunch of samples.
Reagan went to the back to get her card and when she came back, she gave me a brief update that she quickly talked to the associate and while he admits to talking about the situation with the other two girls, he denied making fun of me. It didn’t matter at that point. Reagan went above and beyond by paying for my purchases and even promised that she would follow up with me in a couple of days AND invited me for a facial and makeover. At the end of everything, Reagan even walked me to the door and gave me a hug which made me feel thousands of times better.
Thank you so much Reagan! And the best thing about everything is that Reagan didn’t even know that I was a VIB rouge member. She did it without caring about the amount of money I’ve spent, or that it was two days till my birthday, or anything. She only cared about my feelings as a person. It’s so good to know that Sephora really cares about their customers! Thank you so much for a great birthday present!