SEPHORA

Reviews

• FK

  faiza khalid

  Mar 10, 2026
  1.0
  I had a very disappointing experience at Sephora today with a supervisor named Ashley. I had recently purchased several makeup items and went back to return just one item from that purchase. It was a couple of days past the 30-day return policy, which I completely understand. However, in the past, even when I was slightly over the 30 days, Sephora has sometimes offered a gift card instead. What really upset me was not the policy itself, but the way Ashley spoke to me. Instead of calmly explaining the return policy, she spoke to me in a very loud and rude tone. She kept saying that the product was used and that it wouldn’t be beneficial for them because it would just end up going in the garbage. She opened the product and checked it right in front of me, and it was clearly not used at all. The product was completely unused. Even aside from that, Sephora’s return policy usually allows returns even if a product has been slightly used. But instead of focusing on explaining the actual return window policy, she kept repeating that it would go in the garbage, almost as if she was trying to blame me. The way she spoke felt very disrespectful and unnecessary. I was calm the entire time and never raised my voice, so I don’t understand why she felt the need to be loud and rude. I have visited several Sephora locations in Toronto and Mississauga before, and I have never experienced anything like this. I have never seen any sales representative, supervisor,or a manager treat a customer this way. After leaving the store, I called Sephora customer service and explained the situation. Over the phone, they were very polite and professional. They apologized for Ashley’s behavior even though they were not directly responsible for what happened in the store, which I appreciated. They also helped resolve the issue, and I did receive my refund. They filed the complaint and mentioned that it would be sent to the senior manager at that location. I was told that I should hear back from regarding my complaint within three days, and I truly hope they follow up. While I appreciate the support and apology from the customer service team, the in-store experience itself was very unpleasant and disappointing. I truly hope this feedback is taken seriously so that no other customer has to go through an interaction like this. If this is how Ashley communicates with customers, she would really benefit from additional customer service training.
• SS

  Shelly Singh

  Mar 7, 2026
  5.0
  I was in the store in the evening time and super confused about a certain product. Sadie helped me alot and made i sure i was given the proper information about the product even when they were fully packed with customers. Excellent service and a true girl's girl miss Sadie.
• LL

  Lindsey Lovelace

  Jan 22, 2026
  5.0
  Kagome was amazing! I love this Sephora. Everyone is always super helpful :)
• RR

  Raquel

  Jan 18, 2026
  1.0
  I had a very upsetting experience at this Sephora location today. I was using one of the mirrors at the Beauty Studio only to see better because it has stronger lighting. I did not sit down or receive any service. Despite this, an employee asked me to leave, stating that the area was being sanitized and not available for use. At the same time, another customer beside me who was white was using the mirror and was not asked to leave. What made the situation even more uncomfortable was that after I left, another white customer used the same area freely, and none of the nearby employees asked her to leave or mentioned sanitization. As an Asian customer, being the only person asked to move while white customers were allowed to remain made me feel singled out and unwelcome. I also want to note that the employee who asked me to leave was also Asian, which made the situation even more confusing and disappointing. This was not about one individual, but about how policies were applied unfairly and inconsistently. I tried to raise this concern at the counter, but I was given the same explanation again without any acknowledgement of the inconsistency. The response felt dismissive, and it seemed like my concern was brushed off rather than taken seriously. What is also confusing is the purpose of having mirrors and a Beauty Studio area if they are not actually available for customers to use. If the space is restricted, it should be clearly labelled instead of selectively allowing certain customers to use it while others are told to leave. In addition, staff at this location could benefit from better training in customer service and inclusivity. Several employees came across as snobbish and appeared to ignore customers rather than offer help, which only added to the negative experience. As a result of what happened, I was unable to properly try or choose the item I intended to purchase. I have visited many Sephora locations, including several in Toronto, and I have never experienced anything like this before. This location did not feel inclusive or welcoming, and I hope management seriously reviews staff training and ensures fair and respectful treatment for all customers.
• LC

  Lindsey Clarke

  Jan 3, 2026
  5.0
  I don’t usually go into Sephora, as it’s always busy and I don’t enjoy the crowds but today I did. I asked Sasha a few questions regarding liquid blush. I was met with the most upbeat and genuine attitude. Not only did she answer every question I had but she also went above and beyond to make sure I am getting the right shade. Highly recommend anyone going there to see Sasha as you can tell she enjoys her job :)

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