Sephora employees have been sharing their insights into the retailer’s practices on online platforms, shedding light on the company’s efforts to prevent theft and track customer behavior. Some employees have reported being instructed to closely monitor customers and report any suspicious activities. This has raised concerns about excessive surveillance and the stereotyping of customers, particularly women of color and young people. Several customers have come forward with stories of being unfairly treated by Sephora employees. One customer recounted an incident where she was accused of using testers improperly when she was simply fixing her makeup using her own products. The incident was captured in a TikTok video that has gone viral, sparking further discussion about the company’s customer service approach.
Sephora has not directly addressed the specific allegations made in the TikTok video or the broader concerns raised by customers. However, some employees have suggested that the company’s policies are driven by a desire to increase sales and prevent theft. They argue that the practice of offering baskets to customers is intended to encourage customers to make larger purchases, while the requirement to engage with each customer is aimed at fostering brand loyalty. Despite these explanations, many customers remain dissatisfied with the level of service they have received at Sephora stores.
A Sephora spokesperson has been contacted for comment and any response will be updated.
