The complaint has been investigated and
resolved to the customer's satisfactionResolved Sephora — service
resolved to the customer's satisfaction
Today I went to Sephora at the Boca Raton Mall. I was looking at some scrubs and decided to try a few testers. As I opened one tester scrub, (that said "try me, " )on it, the oil from the container immediately spilled onto my new Prada handbag. There was more that spilled onto the floor. With noone around to help, I grabbed a towel that was displayed on the chair of a beauty consultant who said she "didn't work for the store." She didn't initially want to give me that towel, but she couldn't find anything, so I just used it quite carefully, same as I had opened up the "try me " container. I asked for a manager. The "consultant" went to get her, and said she was coming. Noone ever came out. When I asked her about this manager seeing me, she said that there is a manager at the desk area. I then went to the desk/register area and asked the only human being behind the counter if he was the manager. He sort of didn't indicate if he was one way or the other, but then I learned the manager was in the back, still. When she finally came out, I had showed her what had happened and where, and from what tester. She totally doubletalked me! She started to open other testers from the same line, saying and showing me that there was oil in all of them. However, I told her that the tester I opened was "loaded" with oil that spilled onto my new Prada bag. The tester she opened has less oil in it. She said to have it dry cleaned and that Sephora would foot the bill. Then the pseudomanager(guy from behind the register) came over, and said to use alcholol. The real manager said no to the alcholol, but to use "seltzer water." I told her I would have to then go to Prada, another inconvenience on my part. I asked her for her card. She left, said she would be right out. However, she never came back out. The "consultant" contacted her via phone/or whatever contacting devive she was using, and she she was downloading the form for me to fill out. I waited, but she never did come out. I left my name and address with the "pseudomanager" and told him to tell her her mail me the form. Now...my bag is completely ruined since they do not take appropriate care of their testers. Mind you, I had my son in the carriage all this time. When I got home, I realized that my eyeliner wasn't in the bag. I called, spoke to the "guy at the register, " who told me he had it at the counter! He didn't even put it in the bag!He even had my phone number as I had given it tohim to give it to the "real manager" who never came back out from downloading the "form." I asked him to mail it since I wouldn't be able to get back to the store anytime soon. I never did hear from the manager. Now..I have a ruined bag, due to carelessness on their part. Am I surprised??? No, actually. The store is disorganized, short of help (which is okay me me considering the economy), but atleast keep the store neat and testers 'customer safe and low on the oil when opened.' The products appear unkept, messy. When I asked if there was anything I could used to further wipe my bag, they indicated that there was not.However, they had no problem having someone clean up the rest of the oil(and alot of it) that fell to the floor. (Safety reasons, I understand, but take care of the customer, too.)I asked for their policy of the matter, and the manager didn't answer. My bag may for forever ruined, I may have been doubletalked, I may have been improperly helped. However, one more thing I do know, I will NEVER, EVER buy one more Sephora product.