SEPHORA

Reviews

• AS

  Andrei Szentkiralyi

  Aug 19, 2026
  1.0
  Customer service zero stars , can’t believe someone can work in sales and have such a bad attitude like I witnessed yesterday . I decided to leave and shop elsewhere.
• JI

  Jess I

  Aug 17, 2026
  1.0
  I am writing to formally complain about an extremely disappointing, disrespectful, and uncomfortable experience I had at your store on Monday, August 17, between approximately 12:00 and 1:00 PM. I was looking for the Lancôme skincare section, which I had previously seen at the store. Since I could no longer find it, I approached an employee blond girl named Brianna, who was washing her hands at the sink. I greeted her by saying, “Hi,” but she did not return my greeting and simply looked up at me. I then asked where I could find Lancôme eye cream. She pointed toward a corner with her chin and said that it should be over there. And I told her it is not there. And her response was essentially, “If it’s not there, then it’s not there,” delivered in a visibly annoyed and dismissive manner. I then asked whether she could recommend an eye cream from another brand. Again, without making any effort to come over or assist me, she impatiently gestured toward the Estée Lauder section and told me to look there. At that point, I was honestly stunned. I expected a Sephora employee to say something like, “Let me help you find it,” or "I will found someone to help you". Instead, the interaction left me with the very clear impression that I was bothering her and that she had no interest in helping me. I was so uncomfortable that I actually thought to myself, “Why did I even ask? If I am going to have to search for everything myself, I would have been better off asking ChatGPT.” I also found myself thinking that I should have gone to one of the other beauty stores that have recently opened in this mall instead. Fortunately, another employee eventually came over and helped me. She explained that Lancôme skincare was no longer available at the store and that only Lancôme beauty products remained. That reminds me that Brianna didn't even have knowledge of store settings, which confuses customers. Unfortunately, the experience became even more upsetting when I went to check out. I saw two employees talking together, Brianna was turned away from the customer showing her back at the counter and appeared to be talking about the incident just happened. Because I did not want to misunderstand the situation, I approached her and tried to have a conversation. However, her response was irritated and dismissive: “I was washing my hands." I told her that I understood she had been washing her hands, and that if she had simply told me she needed to finish first, I could have waited. Alternatively, she could have said that another employee would be able to assist me. Instead, she responded, “You didn’t even give me a chance to tell you that.” At that point, another employee, a woman with ginger-colored hair who had been speaking with Brianna, stepped in and said that Brianna works for security” and that helping is not her job.”(everyone same uniform) If that is in fact the case, I have several serious questions about the customer service standards and training at this store. Is Sephora now expecting customers to independently locate and research products without employee assistance? Are employees not expected to know which brands and product categories are currently carried in their store, or at minimum to provide accurate information when a customer asks? If an employee's particular role does not include assisting customers with products, are they trained to politely direct the customer to the appropriate employee rather than dismissing them? Is it considered acceptable for an employee to respond to a customer in a visibly annoyed, dismissive, or disrespectful manner simply because the request falls outside that employee's specific role? I would also like to point out that when I later approached Brianna to ask for her name, she was still washing her hands and appeared to be treating another customer in essentially the same manner. If everything is DIY Sephora as Brianna showed me on her attitude, it is obviously overstaff. And it is nothing different from my experience at Kiyoko beauty, which they have only one or two staff there.
• KS

  Kiranpreet Samra

  Aug 15, 2026
  1.0
  RASIST STAFF / AVOID this STORE in Conestoga Mall I would like to give 0 star to this location. Hope the store manager and Sephora PR team reads this email. Where are your ETHICS!!!!!! I came to buy perfume at this store, while I was trying different fragrances, I happen to ask a lady (Sales person for Givenchy), if there is coffee beans available (as it helps to differentiate the fragrance), she advised, I should smell my armpits. I was so shocked, I choose not to show her place there and then, as we are brought up with Values to respect others, especially Elders. I blame Sephora for not Educating and Training their Staff well. What a shame. This Store lost a customer forever. SHAME on you SEPHORA. Put a Poster outside the store WE ARE RASIST PEOPLE, come at your own DISCRETION!!!!!!
• MA

  Mall A

  Jul 30, 2026
  1.0
  I visited this Sephora location yesterday to purchase a skin tint and asked for help finding the right shade for my complexion. A Beauty Advisor, whom I believe was named Sabrina, began assisting me and was professional, patient, and genuinely trying to help. However, while she was helping me, she was repeatedly interrupted and redirected by her coworkers to assist other customers. After the first two shades didn't match, she went to get another option. I waited for quite some time before looking for her and found that she had been instructed to help another customer, leaving me without any assistance. I asked to speak with the manager to express my concerns. Unfortunately, she was dismissive and explained that it is Sephora's policy for employees to multitask and assist multiple customers. I told her I have been a loyal Sephora customer for years and have never experienced being left without assistance while the employee helping me was reassigned to someone else. What I found particularly concerning was that the employees, including the manager, who were directing Sabrina to help other customers appeared available themselves. If they had time to redirect her, why couldn't they assist those customers instead? If they believed it wasn't appropriate to leave their own customers, why was it acceptable to leave me without assistance? The policy seemed to be applied inconsistently. The manager I spoke with was a white woman with short black hair, blonde highlights in the front bangs, and a prominent tattoo on one of her arms. I don't recall her name. I want to emphasize that Sabrina was not the issue. She did everything she could to help me and provided excellent customer service. My concern is that she appeared to be repeatedly pulled away by her coworkers, making it difficult for her to properly assist the customer she had already committed to. It honestly felt like she was being unfairly singled out rather than being allowed to do her job. I hope this feedback is taken seriously, as both customers and employees deserve a better experience.
• TS

  Tia S.

  Jul 21, 2026
  1.0
  I had a very disappointing experience yesterday around 7:30 PM at the checkout. I was returning a product that I had originally paid for using a credit card and a gift card. I asked if the full refund could be issued as a gift card because I wanted to purchase something else in the store. I’ve had this done before without any issues, but the cashier insisted that they “have never done that” and refused my request. She even asked me to tell her the name of the employee who had done it before because she said it wasn’t possible. In the end, they were able to process the refund exactly the way I had requested, which confirmed that it was possible after all. They apologized, but only after I had already been made to feel embarrassed and as though I was trying to do something dishonest. I hope your staff receive consistent training so customers receive accurate information and are treated with respect.

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