SEPHORA, San Jose CA

Worst experience ever at a Sephora … EVER! The employees were more interested in talking to each other than helping me, who was straight asking for help. Their was no ambiguity. The few who seemed to be engaged, were only engaging with tweens which was a pretty dumb decision on their part (cue Pretty Woman “big mistake… HUGE! ”). Even if I didn’t spend way too much money at Sephora, I’m still a human being and consumer. The lack of respect and customer service at this shop is horrendous.

A lot of things out of stock, felt like employees were being rude or inconsiderate

Rude customer service at check out. Pleas train your staff to be polite.

1 star is required to post a review hence the 1 star, but I give ZERO stars for my terrible experience.

I SO wish I had read the reviews here before booking a make-up appoint at Sephora Oakridge for my baby shower and entrusting them with a major life occasion, but I chose them because I had a holiday gift card to use. I booked 2 weeks in advance for a Saturday 10am appointment (opening time). I accepted THEIR cancellation/no-show/late policy terms and I also made a note in the booking comments that the make-up appointment was for my baby shower event that day.

On the day of my baby shower, I arrived just before the doors opened. A few minutes past the hour, a lady (manager?) opened the doors. I let her know I had a 10am make-up appointment and she said the artist isn't there yet, but was on her way in. She got me started picking out lashes and had me sit at the make-up station. She helped other customers. 12 minutes later, I head to the register to get an update on where the artist is. The manager was on the phone so I let another rep know that I'm on a timeline AND i'm 7.5 months pregnant (i can only sit perfectly still for so long, etc). The rep says she'll get me started and walks me back to my station. She starts gathering products and the manager comes over and says she's so sorry, but the artist isn't going to make it due to an emergency, BUT she can make it at Noon! Manager apologizes profusely and I tell her Noon is too late, the appointment is for my baby shower event, which starts early afternoon as most baby showers do. I had built in buffer time to run late but not to have the appt.pushed out 2 hours. No one else working that morning was qualified to do make-up so basically I was sh*t out of luck. Oh! But she did assure me I wouldn't be charged a cancellation fee? !

This brand with their self-interested policies are NOT customer-first oriented. They take measures to protect their time if a customer's at fault, but will leave you in the lurch when they flat out fail you!

I left their store upset that morning, having lost precious time before my event just hours away, and figuring all I had time for was to get home and do my make-up myself. However, I wandered past the MAC Counter on my way out and told them my situation, and in tried-and-true fashion, MAC took me in last minute without an appointment and gave me a beautiful daytime look in just under an hour! I was super grateful to them for turning my frown upside down before my celebration event and most importantly, I looked and felt great for my event! MAC for the win and for all appointments going forward!

Great selection, found what I was looking for. A little bad service at the checkout.