Beauty consultant made me feel like crap 💩

[Prettydisgustingactually]

So I’ve been feeling a bit crap about myself lately, almost 57, skin looking a bit rubbish etc so decided I’d cheer myself up and invest in a new foundation.

Took myself off to the JL beauty department to face the 100 + various options. I’d decided to choose a couple I liked, get samples to try at home in my own lighting and then go back and buy. I don’t have tons of money and don’t want to get the wrong one. I went over to the guerlain counter and asked for help colour matching. She asked if I was wearing foundation and asked me to remove it which I did. She tried the colours on my chin and asked me to choose. She then put it straight on my face, no cream under it, just straight on. I mentioned it going on better with something under and she said “Yeah I suppose I could have but it doesn’t matter” She put it on half of my face (not especially gently) and showed me the mirror. When I asked her if she was doing the other side she said no as that’s classed as a makeup session and she’d have to charge me. She then handed me the sponge snd said “Try and spread it over if you like” and walked off. She put a pin head amount into a plastic container, wrote on it and handed it to me.

If I’d asked her to show less interest she couldn’t have done. I walked away with a half made up face and no eyebrows as she’d wiped them off, and went straight home as I looked like crap and felt really silly. No upselling of other products, no attempt to talk to me at all. I really feel as though if I’d have been a 30 something beauty, she’d have made more effort.

AIBU in thinking this was really poor customer service?

We have CT in our local Flannels store and for DDs 16th birthday she wanted one of their lipsticks (so cheap then 😂). I made a point of visiting ahead to ask if it was a chargeable appointment (she specifically wanted a red lipstick so that really lays to have some Actual Advice from a Professional) which it wasn't but we would need to book.

No problem, happy to do that as we were planning on being in the store to have brunch at the cafe that day. The lovely lady gave me a fancy card with the details on which meant I could wrap it as a fancy IOU for her to open. She also said I hope she has a lovely day, which was very nice of her. So so far, all good.

Well.

On the day we arrived on time to a grumpy looking lady who had to stop mattering with her mate from Armani to attend to us commoners. There must have been two other customers on the entire floor so it was a pretty tumble weed morning. Yet despite this all she did was show us to the fancy mirror, hand us a few reds to try and some tissues and make up remover and told us we'd need to do it ourselves as she was on her own. I mean I can see her point, there could have been a tsunami of customer at any moment and you need to be ready. So she went back to Miss Armani and had a quick chat ahead of the crowd surge. DD had a go with the few products (which all looked bloody awful on) she had been Permitted to use and I could tell she wasn't enjoying trying them and felt uncomfortable. We decided they weren't all that for the price and left.

So we left and wandered over to MAC where even just browsing a lovely young man said hi, clocked DDs birthday badge and acknowledged accordingly. DD was very chuffed and they had a chat while she browsed the lipsticks leading to nice chap asking her if she wanted to take a seat he could help try a few. Which she did and walked away after using her birthday money to buy two. They wrapped them really nicely for her and put a sample in too.

And all the while no customers went near CT.

So clearly CT lady Just Couldn't Be Arsed.

Ahhh typos aplenty in that post

I'm so surprised at your experience OP. I'm in my sixties so have been buying makeup for over 40 years. My experiences have always zealous attention and upselling by beauty counter staff to the point it could become intimidating (when I was younger and less confident).

I would definitely let Guerlain know about her unhelpful attitude but don't let her being rubbish at her job make you feel bad.

I've had mine done at Bobbi Brown and have never had to pay for a full face of foundation. They used to (not sure if they still do) give you a sheet with everything they've used on and little diagrams so you knew how they did the eye shadow etc.

As for the shop assistant busy day or not she should have been professional, it's what she's paid for.

@XxSideshowAuntSallyx the face card? A blank picture which was "coloured" in by the sales assistant little swooshes of eyeshadow /bronzer etc with details written to the side . I used to love those

@LigamentBandy yes just like those, they were so good (I still have them) it's how I learnt how to do smokey eye.

Doesn't sound great. It probably depends on who you get but in case it helps my late 60s mum had a lovely consultation at boots No7 recently. I think you have to book but it was free

@XxSideshowAuntSallyx I used to love doing those, explaining face mapping , eyebrows shaping (sisters not twins!).
I had semi forgotten or not thought about them for a while so thank you

I had a similar experience at a Number 7 Boots counter earlier this year. The staff member cleaned a small area of my face and then applied foundation directly. She mentioned that I had dry skin, which became evident where she applied the product. There was no moisturizer used prior to applying the foundation. At least I was able to find out my shade thanks to that hand held machine/pad they use.

@EmotionalSupportPotato You seem to be being deliberately obtuse. I work in retail, I've been extremely helpful to people who haven't bought anything (and have occasionally sent them to a competitor's shop because we don't have what they're looking for.) Yes we have busy periods (bank holidays are the worst for DIYers who haven't got a clue) but honestly that doesn't excuse being this unprofessional.

I'm not. I think a lot of people are forgetting first and foremost it's business.

How is that 'business'? 🤦🏻‍♀️ Treating a potential customer like crap isn't going to encourage them to spend money, is it now?

@SapphireSeptember
Yeah confusing right? Loads of posters saying this happened because I wasn’t in the market for buying 😂😂

Their mindset is, here comes a ‘potential’ customer interested in our products. Let’s give her a crap experience. Makes no sense at all.

And no! For the dozens of posters saying she quickly realised I wasn’t buying, I actually made it crystal clear I wanted a sample to try at home. I was not a cf wanting a full face. I was TOLD to remove all my foundation. She herself wiped off my eyebrows.

Someone has explained you weren't a potential customer that day at that stand. She wouldn't get commission off you. MOST people who want a sample to take away go and buy the foundation off the Internet. Not saying you would but there was no opertunity for her to sell anything to you as you'd made clear you wanted a foundation match.

I fail to see the issue. It sounds like the assistant did exactly what you asked of her. Colour matched the foundation and gave you a free sample to take home. Were you really expecting a face full of expensive makeup for free?

It's not her problem that you can't go out in public without your eyebrows drawn on.

Hate make up counters I feel like such a dick !! I love boots no7 foundation, I use the beautifully matte one and I won't use any other brands, it's so buildable and blendable! I'm in my 30's so wouldn't say I have mature skin yet but I think no7 works for everyone, and it's not stupidly priced !

Why the need to be so patronising, throughout the thread.
people who work on the beauty/skincare counters are there to advise customers, it’s not mandatory for a customer to buy a product, that’s how it works in stores, assisting someone to find a colour match is part of their role, not just transactions.If this wasn’t possible, that day she should have explained to op, to book, in advance
OP, didn’t expect full makeup for free, just a sample, she was told to take all her makeup off, why, when the beauty care assistant had no intentions of applying foundation equally to her face.Every person should be treated the same, not just seen as commission(also get paid a salary on top of any commission)
@EmotionalSupportPotato completely missing the point, you work in retail! I feel sorry for your customers, l mean walking transactions

That’s really shitty behaviour from the girl. They can be real pieces of work those MU assistants.
One day years ago my wonderful dad came up to meet me in Bond Street Fenwicks (he lives deep in the country and was dressed in an old Barbour, cord trousers etc) but the way the make up girl looked him up and down you’d have thought Worzel Gummidge had turned up. I was so cross and upset at the time.
But try not to give it too much thought - rude people are not worth your time. Sorry for you and your experience - this touched a nerve as I never forgot how much she judged a lovely man because he wasn’t in a three piece suit 😠. I am sure you are lovely too.

Incidentally, I worked for MAC for 15 years - initially starting on a makeup counter, then as a trainer at their head office in London.

The courses were intensive, and product knowledge was so important. There really was a level of artistry involved, instead of half heartedly slapping a few swatches on.

Please do send an email to Guerlain’s customer care team - I’m sure they would want to know about the lasting impression this person has given you about the brand, which is a shame, because their products are genuinely very good. The feedback will be shared with her manager, and fed back to her, hopefully with some on-counter training/shadowing.

Beauty counter staff have had a negative reputation over the years for being unfriendly/unapproachable, and I really do believe it’s in part due to the high sales targets they’re given. For example, most would rather spend time upselling to someone they’re confident will purchase the items there and then. MAC (and the rest of the Estée Lauder group) are very “sample happy”, and are actively encouraged to hand out samples of as many different formulas as you’d like, and our ethos was “if it can go in a pot, you can take it”.

Please don’t be disheartened and try different beauty counters until you find one that you enjoy!

I've always found boots no7 sales people in both my local stores very informative helpful and friendly.

Aw your dad bless him!

A little bit of effort never hurt anyone but it was clearly a step too far for this lady.

I’m going to sit down tomorrow and send a great email.

Had so many recommendations for Boots no 7 I’m definitely giving them a try.

Your Dad dresses like a typical middle class country dweller. My parents dress the same, including the old Barbour and cord trousers. It's practical for them and Barbours last decades.

Some people have no class, I bet the mua looked like she had used a trowl for her makeup too.