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Wednesday, August 21, 2013

Nightmare at Sephora ION Orchard, Singapore - Part II

(Continued...)


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Sephora's beauty business is in serious trouble and needs help

Mickey said he would talk to the top management about this and contact me on the 19th or 20th August.

As we were leaving the store, passing the Make Up Forever counter, I heard a fake laughter right behind me. I knew that the problem was not going to be settled so easily with the Make Up Forever staff knowing that they can get away with anything as their real bosses were not around. Amanda and the rest of the Make Up Forever team at Sephora ION Orchard would continue to be arrogant and complacent as they know that the Sephora management in Singapore are unable to take any action despite their misbehaviour. Micky had mentioned that his hands were tied and that he was unable to fire any of their vendor's staff.

As my friend and I were leaving Sephora ION Orchard at the front entrance, there was a male Filipino Sephora staff who recognised us and smiled smugly to himself.

At that moment, we both knew that Sephora had a serious problem going on with their staff which transcends deeper than just surface-level customer service ineffectiveness.

The Sephora HQ in France has obviously not empowered the Sephora Singapore staff adequately to act on serious matters such as the bullying of customers on the sales floor of Sephora stores in Asia.

To make matters worse, my attempt to contact the Sephora France HQ and Sephora US via their social media platform - Facebook page had failed miserably. It was remarkable how the Sephora France HQ shifted the responsibility back to Sephora Singapore who were unable to resolve the problem in the first place. 

"This just goes to show that Sephora's management team have chosen to ignore their Asian regional team and take a half-assed approach to the Asian market expansion plan." 

Never will I shop at Sephora again. Neither will I recommend any of my friends and you readers out there to shop at Sephora again.

There is already no need to shop at physical stores for beauty products as the items available at Sephora are easily available online. Alternatively, there are still many other retail stores who do supervise their vendors adequately - TANGS, Takashimaya, Metro, Isetan, Robinsons, House of Fraser, Debenhams, Harvey Nichols, Saks Fifth Avenue, Neiman Marcus just to name a few.

"I wish Sephora all the best in this highly competitive Asian Beauty Market especially when they have no regards for their Asian customers."

P.S. Just in case you think I'm the only one complaining about Sephora's non-responsive, non-existent customer service, read SEPHORA SUCKS - the blog here.


FOLLOW-UP ACTIONS REQUIRED
Yesterday, I received a formal apology from the Make Up Forever communications team stating that they would look into the situation. I have responded to their e-mail today stating that I would like to know what the investigation outcome would be and what actions they would be taking in order to ensure such horrible incidents would not occur to other customers.

The response from the Make Up Forever management shows that the company does care for their customers and also takes their brand reputation seriously. 

However, this is only the first step forward. 

"Can Make Up Forever avoid being pigeon-holed into an 'All Talk and No Action' company category or would they succumb to Sephora's low standards?"

I would be following up with them and updating you all on the latest news next week.


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