SEPHORA

Reviews

• NW

  Nicki Wakelin

  4 days ago
  1.0
  I had a very disappointing experience at Sephora Trinity Commons after spending $250 in the store on Monday. When I got home and checked my bag, I realized that an eyeliner I had purchased was missing. I called the store right away and was told, “No problem, come in Tuesday and we’ll get the eyeliner for you.” I wasn’t able to make it back on Tuesday, so I returned today expecting this to be a simple issue to resolve based on what I had been told over the phone. Instead, I was left waiting for over 15 minutes while staff reviewed camera footage to determine whether the eyeliner had actually been placed in my bag. I understand that stores may have procedures they need to follow, but what bothered me most was how I was treated throughout the process. After waiting, I asked if I could leave my name and phone number so they could finish reviewing the footage and contact me afterward. When I was asked to write down my information, I politely asked if the staff member could write my information down for me. Her attitude immediately changed. She appeared visibly annoyed and became very short with me over what I felt was a simple and reasonable request. At that point, after already waiting more than 15 minutes for an issue that was not my mistake, the interaction made me feel as though I was inconveniencing them for trying to resolve it. I wasn't asking for a free product—I was trying to receive an item I had already paid for. I had also called ahead and was specifically told that returning to the store to get the missing eyeliner would be “no problem.” Had I been told on Monday that the security footage would need to be reviewed, I would have asked them to call me after reviewing the camera footage. Instead, I now have to make a third trip to the store. Mistakes happen, and the missing eyeliner itself would not have prompted me to leave a negative review. It was the way the situation was handled afterward that was disappointing. After spending $250 and making additional trips back to the store because of an error with my purchase, I expected to be treated with basic courtesy while the issue was resolved.
• AS

  arpan kaur singh

  Aug 22, 2026
  5.0
  I had a great experience at Sephora! Manu was so helpful and friendly. He took the time to help me choose the right makeup products and gave me really good suggestions. I really appreciated his patience and knowledge. I’m very happy with my purchases and will definitely come back again. Thank you, Manu, for your amazing help! 💕✨
• UU

  Unknown

  Aug 15, 2026
  1.0
  Yesterday (August 14, 2026), I called to explain that I had made a purchase on July 14 that I wanted to return. Due to a recent passing, I had lost track of time and I was 1 day past the 30-day return period. The employee who initially answered, put me through to a manager. I explained the situation again but unfortunately, instead of offering any level of customer service, the manager tried to argue with me about the dates. She insisted that I was 2 days past the 30-day period and that the 30th day was August 12. I explained that 30 days from July 14 is August 13, meaning I was only 1 day past the deadline. She continued to insist that her calculation was correct and said if it was 1 day she would help me, since it’s 2 past she would not help me and hung up. My assumption is she was count July 14, 2026 as day 1 but obviously a day as not past on the same day I bought it. Thankfully, Sephora’s customer service team was able to confirm that the timeframe had been miscalculated by the manager and assisted. My concern is less about the return itself and more about the way this was handled. A manager enforcing a 30-day return policy should be able to accurately calculate 30 days from a purchase date, and even more importantly, should be able to handle a customer’s concern professionally without arguing or hanging up on them. I’m sharing this complaint in the hope that the staff can receive some guidance on both the calculation of the return period and, more importantly, appropriate customer service.
• KV

  Khushboo Vidana

  Jul 30, 2026
  1.0
  I wish I could give this place 0 stars. I’ve visited this Sephora three separate times, and unfortunately, every single experience has been disappointing. The staff’s attitude is consistently unwelcoming, and the level of customer service simply doesn’t justify it. Whenever I’ve approached an employee for help, they seemed uninterested and gave vague, unhelpful answers that made me feel like I was bothering them. Instead of assisting customers, they often make you want to give up asking altogether. My first visit was for hair products, the second was for skincare, and the third was to find the right concealer and foundation shade. During my most recent visit, the employee didn’t even ask basic questions such as my skin type (dry, oily, or combination) or what kind of finish or coverage I was looking for. Those are fundamental questions when helping someone choose a foundation. Sephora, you really need to address the unnecessary attitude displayed by some of your employees and ensure they’re providing the customer service they’re hired to deliver. Customers come in expecting guidance and a welcoming experience—not to be made to feel like they’re an inconvenience. Sadly, this is exactly why I no longer enjoy shopping at Sephora. I’d choose Shoppers Drug Mart any day because the staff there are consistently kind, approachable, and genuinely willing to help.
• KK

  Kaur Kuljeet

  Jul 29, 2026
  1.0
  I went to Sephora Trinity on July 29, 2026, and I strongly feel that I was racially profiled. I went there to buy three items, and it was my first time visiting that location. I should have known better and read the reviews beforehand. When I first entered the store, I knew what I wanted, but because I was not familiar with the layout, I could not find the products. I tried looking around and asked a couple of associates for help, but both of them completely ignored me. After about 15 minutes, I finally found the items. While I was waiting in the checkout line, I realized that I had picked up the wrong product, I needed a toner, but I had accidentally picked up a cleanser. I went back to exchange it, and an associate called out to me in a very rude manner and asked, “Do you need help?” I replied, “I’m good. I picked up the wrong item and I’m just getting the correct product.” Then, out of nowhere, a male associate came over and offered me a basket after I had already spent about 30 minutes in the store. I am pretty sure he was one of the employees responsible for watching suspected shoplifters in the store, which made me feel even more uncomfortable and singled out. I was then forced to check out with that associate, and they did not even listen when I explained that I had picked up the wrong product. I paid for the items because I needed them. Even after I paid, the associate took my items somewhere for about 10 minutes and then came back with the items and the receipt. This was completely unacceptable. As I was leaving, I confronted the employee and told him that I could clearly tell I was being racially profiled and that they seemed to think I was a shoplifter. At first, he ignored me, but I stood my ground and made sure he heard what I was saying. He then responded by saying, “No, it’s not like that. The store is just very busy,” but by that point I no longer believed that was the real reason for the way I was treated. I am 4 months postpartum, and I was not dressed up like some of the other customers. I probably did not look my best because I did not get a chance to get ready. I genuinely feel that I was judged based on my appearance. The customer service was absolutely horrendous from beginning to end. I left the store feeling disrespected, ignored, and unfairly treated. This was a horrible experience, and I will think twice before shopping at this location again.

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