Sephora has revamped its approach to selling fragrances in response to an increase in store theft. The company has removed all packaged fragrances from its shelves and now displays only sample bottles. Customers interested in purchasing a fragrance must request it from store associates, a significant change from the previous self-service model.
Previously, Sephora’s store layout allowed customers to freely try fragrances and then select an unopened product from the shelf for purchase. This open-access approach was part of Sephora’s innovative retail strategy. However, an increase in theft, particularly of high-value items such as fragrances, has forced the company to lock these products away. Sephora has implemented this change in all of its U.S. stores and increased its loss prevention efforts, including hiring more employees to prevent theft.
This shift in Sephora’s retail strategy is in response to the growing problem of organized retail crime, where groups steal products to resell on secondary markets. The change is not only a loss prevention measure, but also a response to a broader trend in retail where stores are locking down various items due to increased theft. This new approach could impact the customer experience and convenience that were key aspects of Sephora’s original store model. The decision reflects a larger dilemma facing retailers: balancing the need for security with maintaining a positive shopping experience.
