SEPHORA

Reviews

• CD

  Chinmay Desai

  5 days ago
  5.0
  Had a wonderful experience at this Sephora! A huge thank you to Isha for helping me find the right products. Her recommendations were spot on, and her customer service was fantastic. Highly recommend!
• KD

  Kee Don

  Sep 28, 2026
  1.0
  I spent about 15 minutes in the store browsing and looking for a few products, and not one employee approached me to ask if I needed any assistance. What made the experience even more disappointing was that the store wasn’t busy, and there were employees available, yet I was never acknowledged or offered any help. As a Black customer, I couldn’t help but feel that I was being purposely overlooked. When a store isn’t busy and staff have multiple opportunities to acknowledge or assist you but choose not to, it leaves a very negative impression. For a store like Sephora, where customers often need assistance with products, shades, and recommendations, I expected much better customer service. Unfortunately, I left feeling ignored and unwelcome.
• NE

  Nycil Immanuel (Nycil Home email)

  Sep 27, 2026
  1.0
  I purchased few makeover items for my wife yesterday(Sephora-Heartland Town Centre)The girl in the billing counter billed us twice for one of the products we purchased. It took out time,travel and justification to the customer service person to get our refund. We got a refund for the money we paid but not for our time energy and travel.
• CV

  Canada Family Vlogs

  Sep 14, 2026
  1.0
  I want to be fair in writing this review because the Co-Manager at Sephora Heartland, Angelica, was actually supportive when I raised my concerns. She took my information seriously, listened to what had happened, and advised that the matter would be followed up with the appropriate representative. Unfortunately, the follow-up I eventually received from Michelle Reis, Regional Sales and Education Executive – Ontario West for Urban Decay, IT Cosmetics, Lancôme Colour and Viktor&Rolf, was extremely disappointing. The original incident involving my wife occurred at Sephora Heartland on Saturday, September 5. I specifically requested a telephone call so that the situation could be discussed properly. That call never happened. Instead, more than a week passed without any proactive follow-up. I had to contact the Sephora Heartland location twice myself before finally receiving an email from Michelle on September 13. After waiting eight days and having to repeatedly chase the matter, the response I received was essentially an apology for “how my wife felt,” along with a statement that the employee had been spoken to and reminded of expected standards. That was not the issue. The concern was about the actual conduct of the employee and the manner in which my wife was treated while shopping at this Sephora location. Framing the matter around how my wife “felt,” rather than meaningfully addressing the conduct itself, came across as dismissive and generic. My request for a phone conversation was also completely disregarded. I understand that Michelle is employed by L’Oréal and represents multiple brands within Sephora rather than being part of Sephora store management directly. However, when brand representatives are working inside a Sephora location and interacting with Sephora customers, their conduct and the way complaints are handled inevitably impact the customer’s overall experience with that Sephora location. That is why I am documenting this experience here. Again, I want to acknowledge Angelica for being professional and supportive when I initially raised the concern. Unfortunately, the subsequent handling by the L’Oréal representative completely undermined that positive interaction and left me with an even worse impression of how concerns involving affiliated brand staff are managed. Customers should not have to call a store twice, wait more than a week, and then receive a generic email after specifically requesting a telephone conversation. I hope Sephora Heartland reviews how concerns involving third-party or affiliated brand representatives are escalated and followed up, because from a customer’s perspective, everyone working on the sales floor contributes to the reputation of the store.
• AM

  Amanda Marie

  Sep 12, 2026
  5.0
  My daughter and I had such a great experience at Sephora Heartland today, and I wanted to recognize Tommie, the Estée Lauder representative, for the amazing service she provided. What made the experience stand out even more was that, before meeting Tommie, we had been looking for help with Dior foundation and concealer and felt brushed off by other representatives we approached. It was disappointing, especially because we were genuinely looking for guidance and ready to purchase. Tommie was the complete opposite. She took so much time with us and genuinely explained which products would work best for my face. She walked me through everything in order, from primer and colour corrector to foundation, blush and mascara, explaining how to apply each product and why she recommended it for me. She was incredibly knowledgeable, patient and attentive, and at no point did we feel rushed. My daughter and I ended up purchasing over $500 worth of products, but it was absolutely worth it. We left feeling confident about everything we purchased and, more importantly, knowing how to use it properly. If you are shopping at Heartland or Sherway, definitely ask for Tommie if she happens to be there. She is not always at the same location, and I am so happy we happened to catch her today. She completely changed the experience for us. I also have to recognize the store manager, Lexi. She helped my daughter and me a few months ago and was just as wonderful. She is genuine, knowledgeable and gives excellent recommendations. She also introduced us to the fact that Sephora provides samples of certain products to try before purchasing, which I did not even know was an option. I would absolutely recommend this location, and especially Tommie and Lexi, to anyone who values knowledgeable, patient and genuinely helpful service. The difference in attention and care was noticeable. My daughter and I left feeling well looked after, confident in what we purchased and very happy with the experience. We will absolutely return, and we will be asking for them again.

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