Heading over to the makeup counter as a teenager always gave me two feelings, excitement and anxiety. I loved seeing the vast display of hues ready for swatching, but as much as I wanted to dive in and test everything, I was always reluctant because of what makeup I had on and how I was styled. Throughout the years I’ve visited enough makeup counters to know that the level of customer service and attentiveness varies depending on what you look like. It can be hit or miss, and I was curious to see if my reservations still hold true today.
On the first day, I decided to pull my hair back and walk through the mall barefaced. In previous social experiments, I’ve found that when I wore less makeup I was more approachable, but today was not the case. I circled brands and gave eye contact to several sales associates in hopes that they would make the initiative to give a lending hand to a confused customer. That did not happen. I left both Macy’s and Sephora a bit disheartened. My last trip that day was over to MAC and as soon as I walked in, a smiling fuchsia lip-wearing woman quickly asked if I needed any help. Thank goodness. If I were a reluctant beauty shopper, this would be a frustrating shopping day.
Day two, I decided to curl my hair and go for a bold lip and sultry eye before hitting the same stores. Naturally I feel more confident when I decide to make myself up, and it showed! Multiple sales associates willingly came up to me asking if there was a specific product I was looking for or if I wanted to try any samples. The surprising difference between day one and two was the assumption that if I wore makeup I had product knowledge, so I didn’t need to be further educated. They assumed I was simply looking for specific purchases.
Regardless of appearance, there are many days I need to rush to the store to pick up eye liner or quickly make myself up for a night out. I was disappointed that in order to get proper help at a makeup counter, I needed to dress the part. Sales associates at makeup counters would do much better to help a potential customer in spite of what he or she is wearing on their face. Like the old saying goes, you catch more flies with honey than vinegar.
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Feb 22, 2013
Sabrina S.
This is very interesting! My most visited high end makeup store is Sephora and whether I'm wearing a lot of makeup, or if I chose to go bare-faced, I always get the sales associate's attention. Right away, even when I walked into the store, there would be at least one associate asking if I needed any help. Very interesting...I've also been to MAC a lot and the associate's are very helpful but not too pushy.
Feb 03, 2013
Amy J.
I wear makeup M-F but I'm typically shopping in weekends. It would br a BIG mistake for a sales associate to dismiss me for not being made up!
Nov 02, 2012
Kristina R.
hahah wow this is actually so interesting! judging by some of the recent comments below Sephora seems to be the one where there's usually a problem with lax associates with attitude (no offence intended, just speaking from my own experience), I'm from Canada and I've even had the same experience with BA's there. I enjoy the service I get at mac which is kind of unfortunate because I love the wider range of products at Sephora.
Oct 31, 2012
Heather H.
Really interesting social experiment. I didn't realize that someone approaching me in a makeup store said something about my knowledge of makeup. Thanks for the article, I really enjoyed it.
Oct 09, 2012
Elizabeth B.
i don't know if it's because i'm now in a wheelchair or what, but i no longer receive the dismissive "you aren't wearing makeup, you must be an amateur and are a waste of my time" reaction - literally, one month i went into Sephora, and it was all i could do to get any of the sales people to talk to me. the next, in the wheelchair, and i felt like a celebrity; mobbed, wasn't really left along, always a sales person next to me even if they didn't bother me.
i'm also not allowed to GET things for myself, but i can't complain about that bit, since it's hard to reach things in Sephora.
i don't mind the attention, per se - i mind the probable *reason* for it. if that makes sense
Oct 01, 2012
Jennifer V.
I totally agree with this, Don't you think if someone with no makeup came in they'd be intrigued like maybe we can swindle something hear, or gain a returning customer. Now i've only been too sephora but i felt very uneasy i felt alot of stares like i knew what they where saying. Most likely i probably did who knows.I've only been to one sephora and I had no make - up on and i was lookin pretty shaggy but there was one really nice associate who helped me with my foundation she helped me with swatches and everything, it was the make up forever hd and she found the exact shade for me. I was so relieved that there was someone willing to do there job and do it right instead of glaring and staring. Im not gonna lie when they ask if you need help continuisouly it does get annoying, esepcially when you say im good for now ill ask if i have a question. And also when i feel like i should just steal it instead of buying it because of the stares you get when looking and touching. I hate that feeling. Overall it Does depend on the person working. But there are obvisouly not enough good job doing people at these places. I think the managers of these stores should tell them to be nicer. Like i will not buy anything from the store if your gonna be a bitch to me. Im paying your salary.. kinda sorta, So do not be rude to me and make me walk away and out of the store.
Sep 21, 2012
Melanie E.
I have had this same experience. They think I'm really young 15/16 years old. But I'm in my mid twenty's. I just have a baby face. Little do they know that I am a certified makeup artist and very knowledgeable of different brands. So I do not need help with product selection. But it is disheartening when a sales associate won't even look my way or acknowledge that I am even in the store because they think I am a "little girl" coming to play in makeup. And because I've gotten this same response from different makeup counters in my area I now do a lot of my makeup shopping online. I only go in store if it's a product I've never tried before. I think that good customer service should be given to any person that comes to the counter regardless of what they look like.
Sep 11, 2012
Ava M.
Taking my experiences into consideration, I agree with this article. I also agree with those of you that say its not ALL counters/associates, but almost all of my trips to makeup counters I was stared down by a great number of associates for swatching different products. I felt out of place and uncomfortable. I wanted to run out of there. I will admit MAC has always held friendly associates that really helped me & I really enjoyed my experience.
Sep 08, 2012
Lex R.
I've encountered a few rare exceptions but my general experience at make-up counters are of a similar vein to the results shown here. In fact, I seem to get more attitude, being plus-sized. Like chubby girls can't be interested in make-up for some reason. Yeah. The logic escapes me as well.
Sep 02, 2012
Amanda P.
I work at a makeup counter, and I disagree with this. Frankly, it is a little upsetting to me, that you would state this as though every BA in every counter acts like this.
It all depends on the place you live, the person who works at the counter. This is a interesting article, but it's also based on ONE person's experience in one city, and that does not give an accurate representation whatsoever. To do a proper social experiment you'd need to do this with different ages, different places, and different styles. While it's interesting to read this one person's experience, please keep this in mind, that this ONLY based on one person's experience, thus making this pseudo-experiment, while interesting, not scientifically sound (sorry- my psychology major in me is coming out!)
I work for Lancome, and while it is a very high-end makeup brand, I always try to behave the same with every customer, regardless of how they look, especially as I live in a small city. You never know who is going to be willing to spend their hard earned money on your product.
Please don't paint every sales associate at a makeup counter with the same brush.
Thank you.
Sep 08, 2012
Briana J.