SEPHORA 7101 Democracy Boulevard, Bethesda, MD 20817

"The line is wrapped completely around extending to perfume (18 people in line). One sales associate is at the register and 3 others are chatting together at the front. 2 others are standing nearby as well. It was the same situation when I was here last week."

"I had a FANTASTIC experience here and want to sincerely say thank you. My mother is suffering from some memory issues. We were going to an event and she said she forgot how to put on makeup. Obviously I was incredibly saddened by that. I called a few stores and all of them were booked or not offering makeup services. I called this location and asked for 3 appointments for myself, my mom, and my sister so we could do something together (while helping my mom feel pretty)! Despite having an insanely busy day with upcoming holidays, the manager/supervisor worked some magic and some artists stayed beyond their scheduled day. Not only that, but the makeup looks were on point! I can’t thank them enough for what they did for my family. It may seem small, but it was so nice to have my mom smile! I apologize for not remembering names- all of these ladies were exceptional! Thank you so so much."

"Yesterday I visited the Montgomery Mall store to so an exchange of a Channel Chance eau de toilette for an eau de parfum. When I got to the counter I was greeted by a young lady who soon got frustrated about the transaction. I explained to her what I needed to do and she checked my receipt which contemplated a Channel Chance eau de toilette for $110, a Burberry perfume for $100 (which I explained to her I had returned the day before at the Pike in Rose North Bethesda store) and another Burberry purse version as well for $39. The young lady did her math and told me in a kind of straight forward and not too nicely way that my remaining balance was $75. Confused I was and I asked her to be more clear. She soon got frustrated and continued to be unspecific about the $75 remaining. I explained to her that the Channel Chance eau de toilette I was returning was $110 and the Channel Chance eau de parfum was $135 therefore I only owed $25 remaining which could be paid out of the $39 Burberry purse version I was also returning. She, for some reason still did not understand my point and called another associate on the earpiece. Then another young, but more experienced lady came to help out. However, although this other associate understood more straight forward that I was returning everything and then buying the perfume I needed, she did not greet me, nor asked me politely what is that I needed. She just said to me “what’s going on” looking at the receipt and the screen at the cashier. She did poor eye contact with me and her tone was snappy while she was doing the transaction. Then another lady came next to her asking her and myself the same question “what’s going on” she said to me without before greeting me or using a friendly tone. I started feeling how people around us started to notice there was some type of attitude. At this point I was tired and visibly nervous, specially because I am pregnant and very sensitive about feeling upset or confused. I at all times kept myself calm and explained further since everyone seemed to be upset about my exchange. Nevertheless this last lady that came to the counter stayed in the cashier staring at the screen and said to me “well somebody needs to explain to me what’s going on here” while the other lady went to get my order. I remained quiet because 1. I was tired of explaining the situation for more than three times already, and 2. Because I was not being treated with respect. When the other young lady came back with my order, the other lady left mumbling that she still needed to know what had happened. She did not say anything else to me. This was my first time visiting this store and it’s sad to say that I do not recommend it. The reason why, it is because I feel I was treated very unprofessionally; and they also treated each other unprofessionally in front of me and the rest of the customers behind me. I felt embarrassed while I was there and feeling exposed for something any customer can do (exchange a product) and I do not what to go through this experience again with Sephora at Montgomery Mall. Unfortunately I do not have the names of the associates that were involved, but if you need me to identify them I can certainly do that. Sincerely, Katherinne Sepulveda"

"[Continuation] I have to say out of all the times I've visited this location, this is the first time I had this kind of experience. Moving forward, I'm not quite sure that I'd revisit this store & I'll be sure to spread my experience via word of mouth because this was not it. I'm taking precious time away from caretaking for my father to address this petty circumstance that could've easily been resolved with a little bit of kindness, empathy, & good customer service. You never know what people are going through behind closed doors, therefore you never know how much grace is appreciated when given."

"I went to this Sephora location, waited in the very long line so I could get some assistance. As soon as I was able to reach a cashier I politely asked if I was able to purchase the gift set I was looking for in store. The cashier assisting me (name tag read Katie) proceeded to cut me off and said that the gift set I wanted was not available in store. When I asked if she was able to order it she very rudely said to me, verbatim, “you can order it from your phone.” I hadn’t even moved from the register when she yelled, “I can help who’s next in line,” quickly dismissing me from her sight as if my mere presence was a nuisance. I am VERY dissatisfied with the customer service I received at this Sephora, especially because I have worked in retail myself so I understand the struggles. I made sure to be extra polite, but this is just unacceptable on many levels. I would give this Sephora 0 stars if I could."