Would love to make a purchase just couldn't get anyone to assist me or care.

GetHuman-mottande's customer service issue with Sephora.com from September 2018

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The issue in GetHuman-mottande's own words
Sample products with intention of purchase. ... About a month ago now (this is my second time emailing with zero response) I went into a sephora store (Sarasota, Florida) with the intention of trying some eye cream. I'm allergic to nearly everything so I was super thankful your company allows customers to sample before u purchase. I did my homework and picked out a few options I thought might work and put some screenshots into my phone for reference so I wouldn't forget what I wanted to try. * So I make my way to the store and looked around for a few minutes. By this time I was feeling pretty overwhelmed as there are SO MANY options. So I figured since there was an employee stationed in this section which I assume was to provide assistance to customers in my exact shoes I would utilize her knowledge and assistance. * First off I couldn't even capture her attention. She was not actually doing anything but looking around. I know it's important for employees to mind the store and be observant. I've worked retail in a similar kind of store for years prior. However standing in front of this woman trying to get her attention for a few minutes I felt completely ignored. So I finally manage to get her to acknowledge me and she could not have been more unwelcoming and cold. I felt my nerve for "bothering" her. I managed to state my intention and attempt to ask a couple questions and learn about the products. Basically she was like what do u want? I asked about trying to find an eye cream and hoping to compare a couple before dropping a chunk of money on one. She says about two words to me and grabs something off the shelf. A minute or two later I'm handed a small circular container labeled "eye cream." I was informed there were no bags to put the sample in. Ok, no biggie, I figured I would just take a picture of the sample with the product for reference. Nope, she would not allow me to touch the actual product at all. I couldn't check the ingredients or look at what it was or anything. So I have a sample of "eye cream" and zero additional information. I attempted to peruse the products on my own and maybe find a couple of the products I had stored in my phone to try. I managed to find a couple I hadn't seen online and was excited because it was the clinique brand. I've had a lot of luck with clinique's products. So I bring her the two products I found with the intention of sampling those for comparison as well. I approached her again and asked if I could please sample these as well. After some slamming of products and what sounded like cursing under her breath she throws two additional small circular containers at me both labeled "eye cream." I ask again if I could look at the products again and take a picture for reference. Again, no. I was not permitted to touch them. So i asked if we could potentially just write down what the samples were on a piece of paper so I'd know what I was using. Again, no. So I basically tried to memorize what was what so I would know at home what I was using. I figured I needed to know what was what so if I had success with a particular "eye cream" I could purchase the one that was successful. I waited around a bit hoping she would return the product to the shelf but she refused as long as I was nearby. Not entirely sure why. If I was going to steal something I would not ask someone for their assistance in preparing me a FREE SAMPLE. Annoyed and defeated I walked away. * I looked around at other products. It was going to be my birthday soon and I was thinking of spending some money from gifts to add to my makeup collection. I perused the displays for a bit and figured I would circle back and see if I could find the products I had sampled so I could take a picture for reference. She would not return them to the shelf or let me see them still. Defeated I just gave up. Needless to say I got home with samples that all say "eye cream" and I have no idea which is which and see no point of using them because I don't even have the slightest idea about what they are except two of them were clinique. * I looked around for a tad bit longer at the other products and then just left, completely defeated. I'm still upset about this and cannot believe how I was treated. All I wanted was to learn about some products and try to find one that was going to work for me. I still desire to find a good product and purchase a couple items but every time I think about returning to the store I can't help thinking about how horribly I was treated. I would shop online but as I said the sampling is key to me finding a product. * I'm not entirely sure how I should proceed. There are not really any other locations close in proximity to me.
This is what makes people shop elsewhere. I've been to ulta at least ** to purchase makeup. Still have not purchased an eye cream as I intended to purchase it at sephora.
Maybe a store credit or good coupon for money off
I've been a customer loyally since ****.
Emailed a couple of times with zero acknowledgement whatsoever. Seems as if the co.pany does not care about their customers.
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Sephora.com

Customer service issue
Reported by GetHuman-mottande
Sep 16th, 2018 - 3 years ago
Not resolved
Seen by 4 customers so far
Similar issue to 30 others
0 customers following this

Timeline

GetHuman-mottande started working on this issue
Sep 16th, 2018 8:22pm
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Sep 16th, 2018 9:01pm