SEPHORA

Reviews

• TN

  Tiffany Neilan

  Jan 4, 2026
  5.0
  Such a pleasant experience. I came in looking for a specific product and Ed helped me find what I needed and educated me on I didn't. He was amazing, definitely needs some recognition. I'll be back to this location specifically to see him. Thank you Ed!
• JB

  J. Brown

  Jan 2, 2026
  1.0
  This company has implemented predatory purchase and return policies. I purchased a gift set online via PayPal and needed to return it. I reviewed all of my return options and decided in store was the way to go, since returning via Canada Post would mean 30+ days before l'd get my money back. Went to the Yorkdale location, they took my phone number, pulled up the order, and l was told I was only eligible for store credit because I had paid by PayPal. I have never had an issue returning items purchased via PayPal to this business or anywhere else. They told me there was nothing they could do, they couldn't override it. I had my baby in tow, and I was so frustrated and confused because nowhere online did I see any information about this policy while making my purchase or looking through my return options. I left the store and logged into my account, went through all the info I could see online if I were to place an order, and looked through my return options - again, no mention anywhere that I was only eligible for a merchandise credit. I go back in to the store, I speak to the same manager again and someone else along with her, maybe an AM, and the manager doubles down on the policy, tells me it's in the terms and conditions on the site, and says she will escalate my feedback to head office. The AM tells me that if I show them the barcode I can generate on the site for an in store return l can get a refund on my method of payment.... Can you imagine how upsetting it was to hear that after all the back and forth? But still, I was grateful - finally, a solution. This is a $192 gift set - I absolutely do not want a credit! They attempt to use the bar code to facilitate the return and... I'm still only eligible for a merchandise credit. No resolution. Just a sorry, that's all we can do. Will be emailing corporate, and the better business bureau about this. Will never purchase from Sephora again.
• TA

  Theresa “Tess Dickson” Dickson Ayo

  Dec 31, 2025
  5.0
  I came into Sephora this week not really expecting to buy anything since it was super busy, but Ariana made the whole experience worth it. Her energy and patience were amazing, especially while helping multiple customers at once. I really appreciated how kind and attentive she was. Customer service isn’t always what it used to be, but people like Ariana definitely give me hope. Such a great experience thanks to her!
• AL

  Alanna A Lesley

  Dec 28, 2025
  1.0
  Sunday December 28 2025 Woman at the main door with blonde and pink hair told me I can’t come in because they’re closed. I came to return three lipglosses. I’m not there to shop. I even showed her the items. It’s also only 6:55 so you are NOT closed until 7:00. What a liar Not even apologetic about it because she knows she’s a liar Saying she can’t do anything about it. Well yes you can, You can not be a liar
• AA

  Aditi

  Dec 7, 2025
  1.0
  I had one of the most humiliating and uncomfortable experiences I have ever had at any Sephora location. What happened to me was not just rude. It felt discriminatory, dismissive nd targeted. I came in to return an Amika purple shampoo and mask that simply did not work for my hair. I barely used the products and my friend had bought them off my wishlist. I explained clearly that the shampoo dried out my hair even after trying to mix it with multiple conditioners and masks. From the moment I approached the counter..... the cashier’s attitude changed. She took the mask, opened it, put it aside, then grabbed the shampoo and shook the bottle side-to-side in a way that felt mocking. It felt like she was implying something was wrong with me for returning it. Then she called leadership. The leader came and said, “No, we will not return it. Our policy is no returns if a product is used more than 10%.” The shampoo in my hand was clearly more than 80% full. When I opened the bottle again to show how full it was, only then did she realize I was right. Instead of apologizing, she brought a brand-new sealed Amika shampoo and started comparing my used bottle to an unopened one. I have never seen such an illogical and disrespectful process. Like how can you compare a NEW product with a USED one??!!!! And then, what shocked me even more, the cashier opened my hair mask AGAIN. She had already inspected it earlier, and there was absolutely no reason to check it a second time. The only thing it communicated was humiliation. My friend who was with me immediately said, “Why is she checking your products twice? That felt racist.” And to be honest, that is exactly how it felt to me too. The tone, the suspicion, the repeated checking, the refusal to acknowledge what I was saying; it made me feel singled out, judged and disrespected in a way that I cannot ignore. I used to work at Sephora, and I know how returns are supposed to be handled. Even when we had to refuse a return, which was rare, we never opened a customer’s product TWICE, never compared a used bottle to a sealed one (common-sense) and never made the customer feel embarrassed. Because of how I was treated, I didn't buy anything that I planned to buy, including the entire Amika Kure line. I cannot spend my money in a store where I feel unwelcome and singled out. This experience was extremely disappointing and felt rooted in bias. Sephora needs to take this seriously. No customer should walk out feeling racially targeted.

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