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July 2025 by Tatyana H
If I could give this Sephora location zero stars, I absolutely would. This was, without a doubt, the worst customer experience I’ve ever had. I’ve worked in sales and customer service for over five years, and I know what it means to treat people with basic respect. What happened to me was beyond unprofessional—it was discriminatory and humiliating.
I went in to purchase a perfume I’ve bought many times before. I didn’t think twice when I picked up the familiar box and paid nearly $200 for it. When I got home and opened it, I realized something was off—the perfume inside was the wrong scent and clearly not the one I purchased. It was already half empty.
I immediately returned to the store—within 30 minutes. I brought the receipt, the box, the plastic wrap—everything. I calmly explained the situation and said, “I think I was given the wrong perfume.” The staff confirmed it wasn’t the correct product inside the box, yet instead of taking accountability, they looked at me and asked, “Why is it half empty?”
As if I had done something wrong.
I told them I literally just unwrapped it. But rather than help, they refused to process a return. No apology, no attempt to resolve the issue—just cold, accusatory energy. It felt like they were suggesting I was trying to scam them. As if I was lying. I was stunned.
Then I was told to call customer service, which I did, only for customer service to say the store was responsible and had to take the item back. When I called the store again, the so-called manager claimed it was a “distribution issue” and there was “nothing they could do.” No solution. No ownership. Just gaslighting and dismissal.
Even worse, I offered to repurchase the perfume just to make things right and move on—but they still treated me like I was trying to pull some kind of scam. I felt racially profiled, judged, and completely disrespected. I also felt taken advantage of and dismissed as a young woman—spoken down to, ignored, and treated as if I wasn’t credible or deserving of help. It wasn’t just bad service—it was targeted, demeaning, and downright cruel.
I don’t take writing reviews like this lightly, but what I experienced was unacceptable. The staff refused to help, acted like I was a criminal, and made it clear they had no intention of doing their jobs with any integrity or compassion. As someone who has worked in customer-facing roles, I’m honestly appalled.
I’ll never return to this Sephora location again, and I wouldn’t recommend it to anyone. What happened was not just poor service—it felt like discrimination.
From now on, I’ve decided to purchase my perfumes exclusively from Chanel directly, rather than ever going through a third-party retailer again. Also, I have already sent an email to the service reviews. Looking forward to hearing back.
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July 2025 by Elle Belle
I just moved to the Bethesda area & decided to go to the Sephora in Chevy Chase M.D. From to start to end, I experienced the worst customer service in my life. As soon as I walked in the door, I received no service. The women who worked there was in a huddle having private conversations about Trump & racism. At first I didn’t even know they worked there because of them socializing & looking at me foreign. I asked one of the girls’ (Her name is something like Tallia) that worked there for help & she looked at me like I was crazy & continue her inappropriate conversation in the work setting. I walked out extremely mad. Because last time I checked, this is a place of business. & not a social setting! Humanity is really lost at this point. What is this generation coming to? If you don’t want to work at Sephora, apply to other jobs. Customer service should be the most important thing in retail. I will no longer shop at this location no more!!!!!!!!!! I wish I could give this experience no stars!!!!
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June 2025 by Izzy
Workers are nice, a but crowded most days though
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June 2025 by Carmen Hogan
I'm only giving this store 3 stars because of the great customer service from Denzel. I was in the store for at least 10 minutes before anyone asked of I needed help or even acknowledged my presence. The time that I went, the store was not busy at all, so there were plenty of associates who glanced at me while they were standing around and didn't offer to help. Overall just a piss poor experience from one of my favorite makeup stores. Even though location is very convenient and right down the street from my home, I won't be back.
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June 2025 by Essam Khalil
Lake of many products
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May 2025 by Samantha KC
Worst Sephora ever. I couldn’t get anybody to help me. Never going back.
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April 2025 by Meghan V
Sadly this is my closest Sephora. I'll not sure what is going on with the staff. But each time I go in it's like they couldn't be bothered with my business. You have to approach them to ask for direction to different products, which they make you feel like it's an interruption of their chatting, and then they just point a finger. Customer service is unhelpful.
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March 2025 by Regina Welch
Lesley was such a wonderful sales person
The other sales people were not very friendly at all. She came and asked
If I needed help with all smiles and
Professionalism .
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February 2025 by Roshi Jinx
Paige was very helpful with my shade match today, thank you <33
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July 2024 by Asel
Very rude and unprofessional staff with rolling eyes. The worst location of all the stores.
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July 2024 by Justin Treptow-Miller
Doesn’t participate in the Sephora corporate recycling program. Likely “greenwashing” to get business. The store staff told me I’d have to go to another store.
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June 2024 by Riccy Madrid
Good Sephora
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May 2024 by V
Great shop kept in good order. The staff was incredibly friendly and quick about finding things, answering questions and ringing you up.
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April 2024 by Rohit Seem
Staff at this location is generally less friendly. Always make sure to tell how many exact minutes left to close when entering after 5:45pm.
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March 2024 by Gemma C.
please stop hiring young people that are more concerned about closing the store than help you find something. if you're doors are open, give me at least 60 seconds before reminding me you're closing. also, learning about new products should be apart of the job i thought.
