Sephora Takashimaya 2hrs Click Collect

I get why more people prefer to shop online these days. Because in store experience is so poor. Good example of this is the Sephora at Takashimaya. I was there at 11am in a Friday. One of the first few customers of the day. Out of maybe 8 staff. Half were busy. The rest huddled together to chitchat. They completely ignored customers who looked abit lost and needed help. Going to a store these days is all about human interaction, discovering and trying products and makeup. It should be fun so u keep wanting to go back to buy. But at this place it’s dreadful. I not only felt so uncomfortable , half the items I wanted were out of stock. The testers were in a terrible condition. I wanted to get several items. But I had to seek out someone to help me. When I found this staff she looked so bored and disinterested. I asked for a concealer recommendation she just said the name of the brand. And led me to the shelf. That was it. No further help. And it wasn’t as if she was super busy and people were coming to her from all directions. This is shocking customer service. And this is last time I will shop at Sephora.

The customer service at this branch is appalling. ZERO stars. My mum and I were next in line to be served, when the lady at the cashier named Olga told us to “go to the back of line”. I was so shocked by her blatant racism and discrimination (the customers in front of us that she was serving were white). I left the items I selected and only bought one item for my mum. This is how you lose your repeat customers as I will definitely not be returning. When asked to speak to the store manager there conveniently wasn’t one available and the next senior staff wasn’t able to handle the situation, as she started attending to another customer mid-way through my conversation and then proceeded to hide in the back office. Judging by previous reviews this isn’t an isolated incident. You would think by now Sephora should be willing to confront such racial and discriminatory practices in their branches. For a brand that prides itself on inclusivity, this branch proves otherwise and is a glaring stain on the company’s reputation. And to Olga, I hope you read this and have the day that you deserve.

Had a less than satisfactory experience with one of the staff on a Sunday afternoon. Not sure what her name was but she was in the middle counter. The usual process was that we could give them our contact number and the staff would be able to look for the membership. When we were about to tell her our number, in a very nonchalant way she said “we don’t take personal details anymore” so we were scrambling to look for the sephora app and tried to download it, which took a while and the signal was bad. so we decided to look on safari for the sephora login to try logging in but i took a while as well. The whole time she just stood there with a black face, and didn’t offer any solutions or try to help us with anything. Given such an attitude, we just gave up and paid without any points and even at the end of the interaction, when we said to send the receipt to our email, all she said was “I can’t. I don’t have your membership.” I’m not saying she’s wrong for sticking to what the process is, but I believe you can do it with a kind attitude and offer some help. Even if it doesn’t work out in the end, you can make the experience better for your customers.

I had a very disappointing experience at this outlet.The staff, who turned out to be a Senior Consultant, was extremely unprofessional and impolite. She knew that I don’t usually wear makeup, yet she didn’t take the time to explain or demonstrate the steps properly. Instead, she spoke in a mocking and condescending tone, which made me feel very uncomfortable. After trying the product, my face turned red and tear also came down due to sensitive to the makeup. This was unacceptable for a professional beauty service. Her attitude completely ruined my interest in Sephora and made me decide not to purchase anything. Such service is not what customers expect from a reputable brand.

Staff were rude, immediate smiles as I told them that I wanted to purchase a few items. They did not have stock so I did not get items from specific brand’s skincare, face turned black immediately. I wanted to get other items but she just left to serve other customer and had the cheek to come with a smile to ask if I wanted anything else. She also gave me the wrong product since the item that I wanted was out of stock. Either trying to pass it off as same item or lack of product knowledge. Even then the names of items were different so I would think that they should know how to differentiate?