SEPHORA

Reviews

• YM

  Yana Miskiv

  1 day ago
  1.0
  I have been a regular customer at this Sephora location in Guildford, and I have always had good experiences there in the past. Unfortunately, after what happened this time, I honestly feel discouraged from visiting this Sephora again. Yesterday, I purchased a Kérastase serum along with several other items as a gift for my friend. Today, when I gave her the gift, she told me she didn’t want to keep the Kérastase serum because she had tried it before and didn’t like it. I therefore went back to Sephora to return it. I had not opened or used the serum myself. I simply brought it back in the exact condition in which I purchased it. When I went to the register, the employee opened the product and immediately noticed that the serum appeared to be defective. It was extremely liquid and looked completely different from the consistency it is supposed to have. It honestly appeared as though a significant amount of the original serum had been removed and replaced with water or another liquid before I purchased it. The employee told me that she could not refund me or exchange it for another Kérastase serum that was not defective. What was especially upsetting was that I felt like I was being treated as though the problem was somehow my fault, even though the product was already defective when I purchased it. I ended up leaving without the serum because I obviously do not feel comfortable putting a defective product on my scalp. I have actually used this serum for a long time and really like it, which is why I would have been completely happy to exchange it for a new, properly functioning one. Instead, I left without the product and without my $100 back. I later called and explained the situation to the manager. Unfortunately, the call was eventually handed back to the same employee who had assisted me at the register, and I was told that the only thing they could do was return the defective serum to me. This was extremely frustrating and disappointing. Sephora’s return policy states that if a product is determined to be defective, it can be refunded or exchanged for a new product. In this situation, the employee herself identified that the serum was defective, yet I was still not offered a refund or an exchange. I understand that stores have policies, but I expected Sephora to stand behind a product that was sold in defective condition. Losing $100 over a defective product that I did not cause is extremely disappointing. After regularly shopping at this location and always having good experiences before, this situation has unfortunately made me feel like I no longer want to visit this Sephora in Guildford.
• HG

  Harman Gill

  Aug 5, 2026
  1.0
  Worst experience. I waited for a long time and repeatedly asked for assistance, but no one helped me. The staff just kept walking around without acknowledging customers. I eventually left without making a purchase due to the poor customer service. Very disappointing.
• BK

  B K

  Jul 27, 2026
  1.0
  I had a very disappointing experience with Nav at this Sephora location. Nav was extremely rude, dismissive, and unprofessional throughout the interaction. Instead of providing the friendly and helpful customer service I expected, Nav made me feel unwelcome and uncomfortable. I asked for assistance, but Nav’s attitude was cold and disrespectful. There was no effort to listen, help, or treat me with basic courtesy. Customer service is one of the main reasons people shop at Sephora, and unfortunately, this experience fell far below that standard. I have shopped at Sephora many times, and this was by far my worst experience. I hope management addresses Nav’s behavior and ensures all customers are treated with respect, kindness, and professionalism.
• HK

  Harpreet Kaur

  Jul 27, 2026
  1.0
  had a very disappointing experience with an employee named Nav at Sephora. From the moment I approached for assistance, the interaction felt unwelcoming and unprofessional. Instead of greeting me politely or trying to understand what I was looking for, she came across as impatient and dismissive. I asked a few simple questions about products, but her responses were short, uninterested, and lacked the basic level of customer service I would expect from a beauty retailer. It felt like I was inconveniencing her by asking for help. At one point, her tone and body language made me feel uncomfortable and unwelcome, which completely ruined my shopping experience. Good customer service is about treating every customer with respect, regardless of whether they are making a large purchase or simply browsing. Unfortunately, that was not my experience. Rather than offering recommendations or showing any willingness to assist, the interaction felt rushed and indifferent. I have always enjoyed shopping at Sephora because of the knowledgeable and friendly staff, but this experience was the complete opposite. One negative interaction can leave a lasting impression, and I left the store feeling frustrated and disappointed. I hope management takes customer feedback seriously and provides additional customer service training where needed. Every customer deserves to be treated with courtesy, professionalism, and respect. Based on this experience, I would be hesitant to return to this location unless customer service standards improve.
• HR

  Harshita Rajput

  Jul 21, 2026
  1.0
  I had a very disappointing experience with Gianna. I reached out to inquire about beauty services, but instead of receiving a warm welcome or helpful information, I was met with a rude tone and an unfriendly attitude. There was no greeting, no effort to help, and it felt like answering my questions was a burden. A little kindness and professionalism go a long way. Sephora is a place that is meant to EMPOWER and UPLIFT women, but unfortunately this experience left me feeling the opposite. Instead of feeling welcomed and supported, I felt dismissed and disappointed. It’s disheartening when a place that represents beauty and confidence leaves you feeling judged rather than valued.