Today, Saturday, May 15th I went to the Glendale Sephora to return some items and was very disappointed by the customer service (if you can call it that) I received by an employee. I have never been really impressed with the customer service at the Sephora Glendale to begin with but today's was just really worth writing about!
I was being helped by an employee and I handed her a receipt that had different payment methods: Sephora gift card, Debit Card, and Cash (all on the same receipt). I told her that I preferred that the refund be in cash or debit card and while her and I were having this conversation one of the managers just butted in and said ""the refund will be returned to you with whatever the computer states we should return it as"" and she was really condescending in her tone and mannerism. The employee continued the transaction and before I had to sign I asked the employee for that person's name and she said her name is ""Carrie/Kerri the manager"" and she turned around when she heard her name then I explained that I had paid by cash and debit and if she could please refund my money in either cash or debit...Oh My! I thought I was talking to satan himself because at this point in time her nose flared and her eyes got huge and she yelled ""I CAN'T OVERRIDE THE SYSTEM, THAT IS WHY I TOLD YOU THAT YOU WERE GOING TO GET IN-STORE CREDIT"" I asked her for her name and she handed me a card which I just threw in my bag because at this point I just wanted to get the heck out of there. Keep in mind that the employee had told me her name was Carrie/Kerri, well when I get home I find that the card was for a ""Sara Adams"" and the address and telephone information on the card was for the store in San Francisco, CA and we were in Glendale, CA! She totally looked at the card before giving it to me, so I can't say that it was a mistake.
I had another item to return but this one I had no receipt for and after I asked her for her card (and she obviously heard that the employee helping me gave me her real name) she turns and tells the employee ""You can give her cash for that one."" ???????? I couldn't believe it. So she refused to give me cash for the item I DID have the receipt for but for the item I didn't have the receipt for she decided to give me cash??? I don't know what her reasons were for doing what she did but Regardless! She should never treat a customer the way she treated me. I have never been impressed with Glendale because all the employees are very snobbish and seem upset when it's their turn to help someone, they just seem like they don't want to be there and they do not care about customer service and I can say that the ONLY employee that I have received a smile from at that store and very friendly customer service (he really stood out, I had to ask him his name) is Andres (this was at a different visit, I did not see him there today).
I shop at Sephora A LOT! I can label myself an addict. But if I'm going to receive awful customer service I will be forced to take my business elsewhere. I know by experience that the one in JC Penney (Glendale) and in Cerritos and Hollywood have great customer service and friendly people who like what they do (or at least fake it better :) Good Luck!
Pros: They got makeup
Cons: They got AWFUL customer service and return policy
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