Tonight around 5PM I visited the Sephora in Skokie, IL at Old Orchard Mall. I went there to buy Bare Escentuals makeup. Besides me, there were three other people browsing in the store. We were all ignored by the salespeople. There were three salespeople that weren’t helping anyone. Two were very busy talking to each other, and another one that looked like she was the manager on duty was straightening. I was in the store for 20 minutes and not one of these three approached any of us. The one straightening looked at me as I walked by her and said nothing. I left and went next door to Macy’s. I spent $90 at the Philosophy counter. If the salespeople had been busy helping others I wouldn’t have minded waiting.
In this economy retailers assume that the reason their sales are down is because people aren’t spending money. That is only part of the reason. The other is because of bad customer service. My experience at Sephora is an example of bad customer service. I would have spent my money at Sephora if I hadn’t been ignored. Companies don’t understand the impact of bad customer service. I won’t go to Sephora again for anything.