Shopper Hovered Over by Multiple Sephora Employees Sparks Internet Debate: "Opened My Eyes"

Newsweek

a day ago

Based on facts, either observed and verified firsthand by the reporter, or reported and verified from knowledgeable sources.
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A shopper has turned to Reddit to complain about a recent uncomfortable experience at a Sephora in Ottawa.
The shopper and original poster (OP), user Responsible_Meat3959, recounted the incident on Reddit, explaining that a Sephora employee had approached them as soon as she and her friend had entered the store.
Despite the pair telling the employee they were just browsing, two more Sephora employees came and asked whether they needed any help.
"Both times, I said I was just browsing," she noted. "The third employee handed me a basket, even though I had absolutely nothing on me."
Stock image of a young woman shopping in a cosmetic store.
Stock image of a young woman shopping in a cosmetic store.
kitzcorner/iStock/Getty Images Plus
After being approached by a further two employees, the OP finally said that she was curious about a blush.
"She showed me and then proceeded to stand there as I looked at them hovering over me," the OP recounted.
"She then point-blank asked me if I was going to put it in the basket, and I said I wasn't going to be making the purchase because I didn't know it was a cream blush.
"This girl was literally guarding me, and it was made so incredibly obvious that they thought I was going to steal.
"By the time my friend finally got her birthday gift, the girl was still hovering right behind me as I was crouching down [looking at the] blushes, so I quietly just stood up and walked out of the store and didn't say anything."
More than 300 Reddit users flocked to the comments to weigh in, with one writing, "I counted once and I was asked 10 times if I needed assistance. Wild. And annoying af.
"And yet, it's grubby everywhere, things are out of stock on the shelves... It makes zero sense."
Another added, "The shopping experience at Sephora is super uncomfortable in general. I try my best not to walk in there."
"These stories make me feel better about being stalked in the store," one Redditor joked. "I thought maybe I looked shady somehow, but they must do this to everyone."
'I thought I was being watched for something bad'
Reflecting on her experience and the response in a message to Newsweek, the OP explained, "I think I learned a lot through the post about how a lot of business and retail companies are promoting a more aggressive approach for sales, almost to the point of pressure culture.
"At first, I thought I was being targeted for assumed shoplifting, but I guess employees are encouraged to take on a more assertive approach.
"This not only puts pressure on employees but also sends mixed signals to consumers about the intentions of the service.
"At first, I thought I was being watched for something bad, turns out it was likely because I was just empty-handed."
Sephora Making Headlines
This isn't the first time Sephora employees' behavior has come under fire online.
In a formal complaint posted on Sephora's community site, a customer described a staff member at a different location publicly accusing her sister, who has a mental health condition, of stealing.
The family alleged the Sephora employee was "rude, aggressive, and blatantly racist", and said the incident was "emotionally traumatic" and "completely unnecessary".
Sephora's approach to customer service as a deterrent against theft may contribute to the behavior some shoppers, like the OP, perceive as surveillance.
A Deterrent?
According to the Umansky Law Firm, Sephora trains employees to provide persistent customer service as a strategy to prevent shoplifting.
"If you have ever shopped at Sephora, you might have felt as if you did not have a moment to yourself to browse their products," the firm explains on its site, noting that these tactics are designed to reduce retail theft without physical confrontation.
The firm also outlines that while staff may observe and report, they must "keep a constant uninterrupted eye" on a suspect before taking action, otherwise the store risks lawsuits for false imprisonment.
As the OP later clarified, "My issue is with the marketing strategy itself because I shouldn't be made to feel like I am being watched for shoplifting, and this is the direct fault of the marketing strategy, which regardless is not OK and is 100% hurting business."
Newsweek has contacted Sephora for comment.
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