SEPHORA

Subject: Shout out to Carlos at Sephora Willowbrook Mall – Exceptional Service! Carlos is truly an outstanding member of the Sephora team at the Willowbrook Mall location in Wayne, NJ. I went in on a hectic evening with a short list of specific products to pick up. If you've ever shopped there, you know the store can feel overwhelming—it's a vast sea of amazing (but complex) beauty options. I was on the verge of giving up and walking out when a team member kindly asked if I needed help. I explained my list, and without hesitation, they told me to speak with Carlos. Before I could even start looking for him, Carlos appeared with one of the items already in hand—they must have quickly communicated via headsets. I thanked him, showed him the rest of my list, and he immediately knew exactly wh

I have never experienced such patience and kindness from a worker before. I came into the store feeling like a mess. Aleyna was very patient with during checkout I kept changing my mind and I felt very bad but she was soooo sweet and understanding. She also helped me pick a gift out for my sister I was stressing so much trying to find and I feel great now. Perfect customer service

I’m honestly exhausted with the in store experience at this point. Every time I go into Sephora for one specific item, I’m consistently steered away from what I asked for and persuaded to buy something else I didn’t want or need. I know exactly how the system works, sales goals, brand pushing, upselling, and it’s become impossible to just shop without feeling redirected or pressured. I do my research, I know my skin, and I know what I’m there to buy. What should be a helpful experience ends up being frustrating and disappointing. At this point, I’ll just shop online where I can get exactly what I want without the sales tactics.

Was at this location Wed. 9/24 and was looking to make a big sale, just needed help on shades. Was walking around the store trying to flag an associate down and not one offered to help me. People just walking into the store were greeted and helped immediately... Put my items down and will never return. To Management: put your floor staff through customer service training again. I can guarantee you I'm not the only business lost due to their lack of giving a damn.

I am definitely a Sephora girlie, but this experience was very irritating - 1. I brought two items to return in a Sephora bag. She mixed up the receipts and insisted they were the same until I corrected her. 2. She threw away my Sephora bag I had brought my return in, and when I asked for it back, she said I’d need to make a purchase to get a bag—though I brought a bag in that she tossed! 3. I asked another store associate for the Summer Fridays Birthday Cake lip gloss; she immediately replied stating it was sold out. I checked online, saw it was in stock, and found plenty available myself in the store. A quick inventory check would’ve helped before telling a customer no. 4. I went back to pay for the lip gloss and the cashier swiped the store credit (that I had just received see 1-2) and