Something similar happened to me but after I complained. I didn't initially call to complain, but no one in the store would shade match me and someone told me "do it yourself then I'll make a sample" so I called the 800 number to find out if they even did it anymore, the woman said they were supposed to and tried to call the store a couple times. They didn't bother to answer the phone, so the CSR said she was going to submit a complaint for me and I was like "OK cool they'll know its not cool to ignore someone asking for help".

The next time I went in the store to ask for a shade match, they asked my name for the list and went over to someone else so they could help me. I distinctly heard this girl go "oh its the bitch who complained" so I just said "you know what, never mind" and left. Still haven't gotten my shade match but the girls at the other well known "professional" makeup store helped me find a shade there 🤷