Vent: Bad experience at Sephora a couple of days ago

[florabundance]

Quote:

Originally Posted by scorplove THERE'S NO EXCUSE TO MAKE A CUSTOMER FEEL LIKE A THIEF. EVER.

Echoing what a bunch of people have said...I think the main problem was that you weren't a customer, seeing as you hadn't purchased anything.
Also, i think it's just coincidental that the final girl to approach you was black. There is no way the other two SA's could have approached her to deal with you simply because you are of the same skin colour. That would have been equally as prejudiced toward her.

That's not to say I haven't experienced or witnessed situations in stores where people have been treated poorly by staff, but it would have been embarrassing for both them and you if they came up to you and said "we see you everyday, just buy something". You know?

 

[Girl about town]

i think the idea of a sample is that you sample it once or twice and if you like it you buy it!!! Not apply your beauty regime on a daily basis for free, if you and loads of other girl did this they would go through millions of dollars of product!!
I used to work in the body shop , and this woman would come in and use the moisturiser on her face nearly every day , i was like just buy the damn product if you like it so much!! So i called her on it!! i think this is what they have done to you, it doesn't ound racist in my opinion x

 

[M.A.C. head.]

Quote:

Originally Posted by xoxprincessx0x Hmmm...I suppose I can see this situation from both sides. The girls were probably only doing what they are trained to do BUT could have went about it in a different manner. Asking you if you are waiting for someone is a really wierd question, although I doubt race had much to do with it. I don't think they went up to an African-American employee and said "hey we just targeted a black girl, can you go be nice to her since your black too??" I also agree with the other girls, if you love the spritz so much just purchase it and then it won't be a problem.

Actually, it does happen. I've never worked for Sephora but I did work for Victoria's Secret for a number of years and retail workers DO racially profile. Every time a black person walked into the store it's like people went into a panic and the managers went to the front of the store and all that. They would always ask me or another black employee to greet them and offer them help. Regardless of how young or old the person was, how they were dressed, how they acted; EVERY time a black person came in, they were profiled. After about a year of seeing it happen [I know, too long] it finally broke me. After an incident once, I became so angry and I went to our store manager to talk to her about it and I started to CRY! I was so offended and mad. I told her how awful it is for her and the other employees to do that, and if that's how they think of customers then do they think I'M stealing from the company? She felt really bad and it made her cry too :/ We addressed it at the next store meeting and I stood up and talked about how angry it made me. There was a bit of a change after that but it changed back just as quickly. I had to quit eventually. It was too much.

Sorry for the essay ladies. But racial profiling in retail happens ALL THE TIME. I had a manager at a home decorum store call a POLICE OFFICER to follow me last year. I was about...gee...8 months pregnant. Just walking around the store looking for ideas for my new apartment. I was so baffled. I called the store after I left to complain and the manager I talked to was actually the manager who called the police. She tried to play it off like she was never aware of any officer but I knew it was her. She was repeating what I'd reported back to me and she said FEMALE officer...and that happened to be true...but the catch is that I never mentioned it being a female officer when I was detailing my complaint; so I know she was lying.

 

[Beauty Mark]

Quote:

Originally Posted by scorplove There are girls (and guys) in the mall that DO sample our stuff all the time and we don't care and vice versa. Granted we are smaller stores, but STILL... They could have either told me the TRUTH or handled it differently. Obviously, training in TACT is needed here.

Just because your particular store handles things one way doesn't mean that it's either right or that other stores should do it. If I ran a store and offered samples, I'd make sure people didn't take advantage of it. It's expensive to offer samples I'm sure, and people who take advantage of it unfortunately ruin the sampling programs for those of us who genuinely wish to sample. I had never asked for a pigment sample at MAC, but from what I understand, they used to be really cool about it until people took advantage of it.

There's not a nice way to tell you that you need to purchase something or quit sampling the same product. I think they chose a very round about way and maybe not the best way, but IMO, it is kind of delicate. They didn't want to embarrass you (some people would feel deeply embarrassed), and they can't gauge whether you'd flip out if they tell you to quit what you're doing or you'd be cool with it. We constantly read stories here where the customer does something nuts, even though the SA is well within his/her rights. It's hard to say how anyone would react

In the grand scheme of things, I'd rather be assumed that I'm waiting for someone vs. being assumed that I'm a thief.

 

[Shimmer]

Quote:

Originally Posted by M.A.C. head. Sorry for the essay ladies. But racial profiling in retail happens ALL THE TIME.

It happens from the customer's perspective just as often. Too many times I've been told "I don't want a white girl helping me. Send some one like me over here." or "You wouldn't understand what I'm looking for because you can't shop for stuff that will look good on people like me because you're a little whitey."
How many times have sales associates on this very forum discussed that as caucasian women they've been ignored, snapped at, and racially profiled by non-caucasians?

As far as being tactful goes, they were a damn sight more tactful than they could have been. They could have followed you cheerfully around the store chirping about the merits of various lines while not allowing you a moment to breath.

 

[M.A.C. head.]

Quote:

Originally Posted by Shimmer It happens from the customer's perspective just as often. Too many times I've been told "I don't want a white girl helping me. Send some one like me over here." or "You wouldn't understand what I'm looking for because you can't shop for stuff that will look good on people like me because you're a little whitey." How many times have sales associates on this very forum discussed that as caucasian women they've been ignored, snapped at, and racially profiled by non-caucasians? As far as being tactful goes, they were a damn sight more tactful than they could have been. They could have followed you cheerfully around the store chirping about the merits of various lines while not allowing you a moment to breath.

I've seen that happen [to a white employee] and I was like wtf?!

I was waiting for my first interview at MAC, and I was browsing around the store while waiting and this black lady came in. One of the white MAs wen to greet her and such and the lady needed a make over and help picking out products. So the MA starts to ask her about what sort of look she's going for etc and the lady stopped her and asked if she could send a black MA to help :/ The look on the girls face was so

 

[MiCHiE]

Quote:

Originally Posted by M.A.C. head. Actually, it does happen. I've never worked for Sephora but I did work for Victoria's Secret for a number of years and retail workers DO racially profile. Every time a black person walked into the store it's like people went into a panic and the managers went to the front of the store and all that. They would always ask me or another black employee to greet them and offer them help. Regardless of how young or old the person was, how they were dressed, how they acted; EVERY time a black person came in, they were profiled.

I wouldn't exactly call this situation "profiling". Compared to reading/witnessing/sharing experiences of times black people go into stores and get no help, I would lean more towards saying the store was trying to show their availability to the customer, not run them off. Now, when you have your store security following me and it's clear that I need help, we have a problem.

 

[*Stargazer*]

I took my kids strawberry picking this weekend. The first rule at the farm is "Taste, but please do not feast." Seems pretty simple to me.

 

[MAC_Whore]

In all honesty, things seem pretty normal in that exchange.

As others have mentioned, you make it a practice to browse and sample, but not necessarily purchase. You tell the SA that here:

Quote:

Originally Posted by scorplove ....Me: I work downstairs. I come in here to sample the CD Almond Cookie Spritz, then look around at the colors....

You said that you were carrying a "big black bag". That and browsing without purchasing are indicators. Stop Loss programs teach employees that these are "red flags" for potential theft problems. One of the ways they teach SAs to approach that situation is to make themselves known through offering help, starting a conversation or just staying in the shopper's immediate area. As you said, you do that yourself:

Quote:

Originally Posted by scorplove ....My new store is smaller and we are NOT to try to stop a thief at all. If a customer tells us they're just looking we leave them alone, but basically hover around to let them know we're nearby...

One of the facts of life is that the way SAs assist you is also one of the same ways they would deter a theft. How do you choose to read the situation? The SA might have been watching you for theft and she might have just have been making conversation. Honestly, if an SA asked me if I were waiting for someone, I don't see what the big deal is? I would answer no and move on.

I was in one of the Sephoras that I visit last week and as I look back, 4 people asked me if I needed assistance throughout the span of my visit. I don't see that as profiling me, I see that as SAs having bad coordination/communication and not paying attention to thier surroundings.

What I mean by that is that it would be nice if they paid attention so I don't get peskered and asked if I need help 1 minute after that last time I was asked. Why? Because I find it a little annoying to be bothered when I am concentrating on my task at hand. However, than being said, should I really be complaining about a store that offers too much help? While at times it is a bit annoying, I can think of much worse problems and I can think of plenty of other stores where I was irritated, because no one was available to help.

Quote:

Originally Posted by scorplove They came at me the WRONG way. I feel very offended by what happened and whether or not race played a part in it doesn't matter.....

Honestly, if it wasn't race, then I really don't see a need to be offended. It was a simple exchange between you and a few of the SAs.

Also:

Quote:

Originally Posted by scorplove .....Not less than a minute later, they send a black salesgirl over to me with a big smile on her face saying "Hi", like we're friends. I'm literally like WTF is going on here? I've never experienced this before - EVER. For the record, I'm black and the first two salesgirls were not. The third one was, but it doesn't change the fact that I'm still very pissed at what went down...

Aren't SAs supposed to be friendly and smile? You seem pretty determined to take your whole exchange within the store as offensive.

Quote:

Originally Posted by scorplove .....(Duh? And?)(In my mind I'm like Yeah, like EVERYBODY ELSE IN THE STORE, but WHY ARE YOU ASKING ME if I'm waiting for someone?).....

Maybe they did? Do you know who else they talked to and what they said to everyone else in the store? There are so many racks and displays in a Sephora, who knows what else is going on in its entirety?

Quote:

Originally Posted by scorplove .....Yeah, and if you know you f'd up, don't go sending the black girl to try to make up for your dumb ass mistake. That chick ain't my friend and her fake smiling just makes me even madder.

Perhaps there were racial elements to this, but then again, perhaps the AA SA saw the interaction between you and the other SA, sensed your discomfort and took it upon herself to see if you felt more comfortable being helped by someone of the same race.

You seem pretty convinced that you know what the "salesbitch" (as you called her) was doing and unwilling to even entertain that it could be something else. Maybe there were racial elements, but there just isn't enough to go off of.

Again, seems pretty normal to me.

 

[M.A.C. head.]

Quote:

Originally Posted by ♥MiCHiE♥ I wouldn't exactly call this situation "profiling". Compared to reading/witnessing/sharing experiences of times black people go into stores and get no help, I would lean more towards saying the store was trying to show their availability to the customer, not run them off. Now, when you have your store security following me and it's clear that I need help, we have a problem.

Yes, acting alarmed and suspicious every time a black person enters the store is racial profiling. It's common tactic to "kill with kindness" to prevent theft. They call it "offering outstanding customer service" but really it's "annoy the hell out of them until they get fed up and leave" LOL

 

[CantAffordMAC]

.....Is it just me or does anyone else have the urge to go get that almond cookie spritz?

 

[MAC_Whore]

Quote:

Originally Posted by CantAffordMAC .....Is it just me or does anyone else have the urge to go get that almond cookie spritz?

No - too sweet, but that does remind me of the Demeter "Tomato" and "Dirt" fragrances. Do they still carry those?

 

[Obreathemykiss]

Aside from what the others have already mentioned, I just wanted it to be known that I am DYING for a damn Sephora in Albuquerque and I wouldn't even mind if it came with bad customer service! sorry, I know this was completely off topic, but I'm just saying!

 

[GreekChick]

I think you're exagerrating and making a big deal out of something that isn't there.
Just buy the products instead of sampling them everytime you go into Sephora. As others have mentionned, the products aren't there to freshen you up before you go into work. If you like them so much, help the economy out a little by purchasing them.
I also don't think you should call corporate. It is downright unfair to accuse someone of making you feel offended when they were simply doing their job. Their point was to get you to realise to buy the damn products.

 

[MiCHiE]

Quote:

Originally Posted by M.A.C. head. Yes, acting alarmed and suspicious every time a black person enters the store is racial profiling. It's common tactic to "kill with kindness" to prevent theft. They call it "offering outstanding customer service" but really it's "annoy the hell out of them until they get fed up and leave" LOL

I never got the impression that you were saying the associates acted "alarmed and suspicious" in your first post. Honestly, I read the first one and literally said, "That's their job. Maybe someone told them that's what they weren't doing."

You have worked there, so you know better than I do, but I just don't read every "Hello. How can I help you?" as "You're not wanted in here.", or "Let me know if you need anything." as "Bitch, don't steal. I'm watching you."


Quote:

Originally Posted by Obreathemykiss Aside from what the others have already mentioned, I just wanted it to be known that I am DYING for a damn Sephora in Albuquerque and I wouldn't even mind if it came with bad customer service! sorry, I know this was completely off topic, but I'm just saying!

YESS!!! I am so wanting one in New Orleans!

 

[M.A.C. head.]

Quote:

Originally Posted by ♥MiCHiE♥ I never got the impression that you were saying the associates acted "alarmed and suspicious" in your first post. Honestly, I read the first one and literally said, "That's their job. Maybe someone told them that's what they weren't doing." You have worked there, so you know better than I do, but I just don't read every "Hello. How can I help you?" as "You're not wanted in here.", or "Let me know if you need anything." as "Bitch, don't steal. I'm watching you."

OH! Sorry for the miscommunication.

I totally agree with you on some people who take everything the wrong way. I don't read into anything unless I really, truly feel that I'm being treated unfairly. Shoot, most of the time I keep an MA by my side the whole time anyways, I love to have input and advice when I shop. I rarely have bad experiences, but I can't deny that it does happen. Just like people shouldn't take everything in that way, people who haven't experienced it shouldn't make light of someone who feels that they have. [Not directed at you, just a general statement].

 

[Shimmer]

Quote:

Originally Posted by M.A.C. head. Yes, acting alarmed and suspicious every time a black person enters the store is racial profiling. It's common tactic to "kill with kindness" to prevent theft. They call it "offering outstanding customer service" but really it's "annoy the hell out of them until they get fed up and leave" LOL

Acting alarmed and suspicious every time teenagers enter the store is age profiling.
Acting alarmed and suspicious every time a scary looking man enters the store is gender profiling.
Acting alarmed and suspicious every time a large and somewhat surly group of people enters the store is profiling.
Acting dismissive and uninterested when someone who doesn't appear affluent enters the store is elitism.
Every demographic is profiled for pretty much a fairly standard group of reasons.
Based on studies conducted by various groups through the loss prevention industry, certain behaviors are common tip offs that a shopper may be a thief. It's up to the SAs within the store to prevent shrink.

 

[M.A.C. head.]

Quote:

Originally Posted by Shimmer Acting alarmed and suspicious every time teenagers enter the store is age profiling. Acting alarmed and suspicious every time a scary looking man enters the store is gender profiling. Acting alarmed and suspicious every time a large and somewhat surly group of people enters the store is profiling. Acting dismissive and uninterested when someone who doesn't appear affluent enters the store is elitism. Every demographic is profiled for pretty much a fairly standard group of reasons. Based on studies conducted by various groups through the loss prevention industry, certain behaviors are common tip offs that a shopper may be a thief. It's up to the SAs within the store to prevent shrink.

I've worked in retail...so I'm aware of all of these things. I was speaking about profiling in reference to the context of the post.

 

[frocher]

....

 

[M.A.C. head.]

Quote:

Originally Posted by frocher I agree. Have you considered that you may be over reacting to the situation because you felt uncomfortable with your own behavior and thought they were accusing you of something? Their comments to you seem pretty neutral and not at all offensive. Perhaps you were feeling self conscious.

Can of worms alert!