SEPHORA

Reviews

• ST

  Shmatko Tais

  1 day ago
  1.0
  I had a very unpleasant and concerning experience at this Sephora location. While I was already waiting in line to check out, an employee approached me and offered to process my payment by card without going to the register. While scanning my items, I noticed that she scanned one of the products twice. I immediately pointed out that I only had one of that item, but she seemed to ignore me and proceeded to hand me the payment terminal. I repeated that the item had been scanned twice, but she insisted that it had not. After I paid, she told me that the receipt would be emailed to me. At that point, I specifically asked for a printed receipt because the whole situation did not feel right. Once the receipt was printed, it clearly showed that the item had, in fact, been charged twice. Only then did she acknowledge it, but she did not apologize or take responsibility for the mistake. Her attitude throughout the entire interaction was also extremely unfriendly and dismissive. What concerns me most is that I pointed out the duplicate charge twice before paying and was repeatedly told that there was no duplicate charge, even though there was. Had I not insisted on receiving a printed receipt, I might not have noticed the incorrect charge until much later. Unfortunately, I did not get the employee’s name, but I hope management can identify who assisted me based on the date, time, and transaction details. I strongly recommend reviewing this incident, as this is not the level of service or transparency I would expect from Sephora.
• SK

  Sukham Kahlon

  Aug 2, 2026
  1.0
  I visited Sephora Brentwood today to return a few items and help my sister find a new foundation. The store was very quiet, with very few customers. We were looking at the Giorgio Armani foundation counter and approached an employee, Crystal, for assistance with shade matching. Her response was, "It's going to take a few minutes." While I completely understand if she was busy, her tone came across as dismissive and unwelcoming, making us feel like we were inconveniencing her by asking for help. We waited at the Giorgio Armani counter for approximately 5–10 minutes. Since no one returned to assist us, we eventually gave up and tried to shade match on our own before moving over to the Haus Labs section. A short time later, I saw Crystal return. We made eye contact, and I even said to my sister, "She's back." Crystal looked directly at me but walked past without acknowledging us or offering assistance. After finishing our shopping, we asked another employee who she was and were surprised to learn that she is the store manager. Customer service starts with leadership. Managers set the standard for their teams, so it was disappointing to experience this level of service from someone in that position. Before leaving, I approached Crystal and asked if there was someone above her I could share feedback with. She told me she couldn't provide her manager's schedule. I then tried to explain why I was disappointed with my experience. Crystal responded by saying she hadn't seen me when she returned to the area, even though we had clearly made eye contact. I would encourage upper management to review the security footage, as it would show that we did, in fact, see each other. I understand that retail can be busy and demanding, and I don't expect immediate service every time. However, I do expect to be acknowledged and treated respectfully. A simple "I'll be with you shortly" followed by actually checking back would have made all the difference. I hope Sephora addresses the level of customer service being demonstrated by its leadership. It's difficult to expect employees to deliver exceptional service when the example being set by management falls short.
• AW

  Alain W

  Jul 18, 2026
  1.0
  I bought someone for my wife today and upon checkout, one of the staff was busy with one customer (I think it was Sarah). There were 3 customers behind me queuing waiting to be served and I clearly spotted 2-3 associates on the other counter who did NOTHING to help. I am wonder if this is a CANADIAN thing because in France, it would mean as an insult to the customer and any customer in France would be in his entire right to interpel you!!!! but again.. may be this is a canadian thing…. as a result, all of us waited for almost 7-8 minutes to be served ny the obly cashier available despite having 3 availability associates who would just disappear and act in an IRRESPONSIBLE way!!! Sarah did a good job but the others, franchement, mais quel manque de professionnalisme alors la!!!
• PS

  Pascal Sun

  Jul 13, 2026
  1.0
  My wife recently had a very disappointing experience at this store. She went in looking for help finding a foundation and concealer match. Instead of taking the time to understand what she was looking for, the associate immediately kept steering her toward one unfamiliar brand. When my wife mentioned that she normally wears NARS and was hoping to find products from that brand, she was told they don’t carry it, which was surprising. The associate applied a couple of shades from the brand she was recommending, mentioning that she wears it herself. However, she matched the foundation to my wife’s hand, even after my wife explained that her hands are noticeably darker than her face. Unsurprisingly, neither shade was a good match. When my wife asked if there were any other brands that might be a better match for her complexion, the associate simply pointed her toward another section and left her to figure it out on her own. It gave the impression that the priority was to push one particular brand rather than genuinely help a customer find the right product. Customer service should be about listening to the customer’s needs and recommending the best products, not pushing a specific brand. Unfortunately, this experience has left us disappointed, and we’ll be taking our business to another makeup retailer in the future. Hopefully, the store rethinks this approach and places more emphasis on personalized customer service.
• NN

  Nic

  Jul 12, 2026
  1.0
  Today at around 5:40pm I went to this location hoping to get a foundation sample. I found a beauty advisor and asked her for help. She wouldn’t even walk over to the aisle I was looking for and asked me to bring the product to her. Usually foundation samples are well packed in a small plastic bag indicating the product name and shade. This advisor simply canned the foundation and handed the small plastic container on its own over to me without putting it in a plastic bag, hence no name or shade was indicated. After that she even asked me to put the product back to the aisle myself saying “you can put it back now.” I found this experience extremely unprofessional and dismissive. Very disappointed as the service at this location used to be better than this.

Frequently Asked Questions About SEPHORA