SEPHORA

Reviews

• KZ

  Kelly Zook

  3 days ago
  5.0
  Kevin is great. It was busy when I visited this afternoon, but he was successfully helping every shopper in the store. He found me a nearly perfect shade match for a beloved discontinued Nars lipstick. Thanks Kevin!
• KP

  Karen pes

  Jan 25, 2026
  2.0
  I typically like to come to THIS Sephora because the one at Sephora Burlingame feels like they racially profile you. Unfortunately today 1/25 they only had one makeup artist on the floor in the morning. She was so nice and helpful during my color match but customers were getting noticeably irritated that she was unable to help them when she was busy with me. Hope they can improve on their staffing shortage here.
• MM

  Mayuri

  Dec 27, 2025
  1.0
  I had a disappointing customer service experience at this store. I went in December to return an item (purchased in November during the holiday period) and buy a different shade. The associate at the cashier register told me the return was not possible because it was past 30 days, even after I asked them to double-check the policy. Trusting their response, I completed the new purchase and left. Shortly after, I reviewed the return policy myself and saw that items purchased after October 31 were eligible for an extended holiday return through January 30. This policy was clearly active and had been for some time. I returned to the store again and politely pointed this out. The associate then agreed to process the return but initially claimed it could only be issued as store credit, which again contradicted the policy. After I questioned this, they reluctantly processed the refund back to my credit card. What stood out was the lack of accountability: there was no apology for the incorrect information, no acknowledgment of the policy oversight, and no indication they would be more mindful going forward. I also shared the experience with a store manager, who responded with a brief “okay” and did not express concern or intent to follow up. Overall, I left feeling little confidence that this would be handled differently for future customers. I’m sharing this so others are aware and in hopes that Sephora management reinforces stronger customer service standards and better policy awareness during high-traffic periods like the holidays.
• ZW

  Zoe Wang

  Dec 17, 2025
  1.0
  The staff at this store are so unhappy and unhelpful for the most of time and honestly felt they are forced to come to work. They had zero holiday spirit during December. I came to the store and found no one is at the cashier to help the customer. I intercepted a sales asking if she could help me, and she responded with a flat face “no, but I’ll let someone else know.” All sales are busy walking like a breeze in the store and honestly there are more sales than customers at 11am and I don’t understand what they are busy with. I came for my birthday gift and the sales just asked me to go online to figure it out, with no real intent to help. It’s either Sephora’s overall customer service has downgraded or this store is particularly abysmal in CS. Avoid it.
• AP

  Anusha Pokharel

  Dec 1, 2025
  1.0
  Just went in Sephora to look at some holiday sets and new products. I genuinely felt so uncomfortable when all of the staff kept lingering around me. They were all following me and kept looking at my hands. It was a very weird experience. I felt uncomfortable and disrespected when all I wanted to do was shop. They kept asking if I was doing okay?!! They were profiling me and making me uncomfortable! I understand that in a retail environment you need to be cautious but how disrespectful of you to make another person feel like a thief when all they wanted to do was just shop for the holidays.

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