SEPHORA

This store, although always busy and packed with customers it has a wide variety of products. I needed a particular item and called ahead to see if they had it stock. Isabella helped me and she was fantastic. Sephora Management please note her excellent customer service.
Thanks

I would give zero stars if there was this option. Went to the till to make a purchase at 3: 32 on November 20th (I’m giving this information because the worker didn’t have a name tag) and was disappointed by the insanely rude cashier. First off, when I got to the till I dropped the product I was buying (obviously my mistake), however the cashier didn’t make any offer to grab me a new product. In fact, she became frustrated when I dropped it for no good reason. After I picked it up and put it on the counter for her to scan, she rudely took it from the counter and threw it back down (who on earth does this? Are you an effin boomer or something?). Then, after she told me the price which I had to pay, I gave her my gift card which had $2 on it (I wanted to use this gift card up). When she swiped the card and found out there was $2 on it, she said in the most rude way imaginable: “there’s only $2 on this gift card! ” I was speechless, I have never experienced such attitude in any Sephora store or even any other store in general. After I gave her my second remaining gift card to pay for the rest of my purchase, she rudely gave my gift card back and threw (yes, threw again) my purchase to the counter. No goodbye, no thank you, no “have a nice day”. Nothing. Bravo Sephora Metrotown, you just lost a customer. I will never be returning to this location and will recommend others not to. This type of low level service should never be tolerated, especially from a company which is known for its high-level customer service.

I liked the Sephora but the best part was the helpfulness of the brand ambassador of Makeup Forever… B.helped me and she was so knowledgeable and supportive in showing me some unique products! Thank You So much

Tried to go in to get some advice from staff regarding hair care products. Not one single staff member acknowledged my presence and some actively turned and walked away from me as I approached them (with my cane, at that!).
Add to that, it smells like someone smashed a 30 year old bottle of Drakar Noir or something equally as vile and potent. I literally could not breathe. I was covering my mouth and plugging the second I walked in and that made almost no difference. Had to leave after less than five minutes (not that this store wanted my business anyway) and now I have a horrific headache.
I'll think twice about spending my money at this location.and perhaps Sephora as a whole.

ETA: I was invited to contact customer service (see below). This was just so I can fill out a survey. There was zero interest in actually addressing my concerns

I was looking for some products for my friend, was not sure which one to get. Jay helped me finding the right products. Their customer service was exceptional. Thank you Jay for helping us and guiding through all the ingredients:)

Posting a review from a visit 2 weeks ago.

Wish had the option to give ZERO STARS here.

I have never felt this humiliated and insulted ever before.
A makeup person helps me find a product. All of sudden she remembers that she has to go for a break, and she assigns me a new person after a long search.
The next make up person starts helping me. While she is finding the right shade of the foundation and I’m looking in my phone…she literally disappears and never comes back

The next CSR who has zero knowledge of makeup.tells me “do you like this? Ok do you wanna buy? ”
I asked “where did she go? ” She replies “she had something to do in backroom”
After that…everyone was avoiding despite telling them that I am looking for a good foundation and make my own gift SET. I was gonna make a purchase of almost $400 and yes they did loose that because I brought it from Hudson’s Bay
I’m sure 400 is a small number for you but loosing one customer for this kind of customer service could add more zeros to it

Horrible horrible experience.
I wonder how is the store manager not even making changes to this after so many bad reviews and complaints.

I again went to the store yesterday…no greeting at the front, nobody approached to help either.

Would give a zero. I was supposed to have a credit applied to my account from an online purchase where I forgot to apply a discount code. I opened a chat and the representative advised a credit was applied to my account. It was not applied and even though the people in the store can clearly see the order history, they refused to credit the account accordingly. Really stupid because I could return the whole order and just buy it again and apply the current promo code. Seems like a lot of work. There is also a long line up to pay and I just find the whole place to be kind of a joke. Not happy and will shop elsewhere. They do not value their customers here which is probably not a surprise given they have way too many.

Today, I had an experience while shopping for a hair product that left me feeling unwelcome. Upon entering, it seemed like the staff were disengaged, with minimal eye contact and a lack of apparent assistance. After some effort, I located a staff member and, with a product in hand, attempted to inquire about it. However, my question was swiftly interrupted, and I was told, “This is really good, very good, ” before I could finish my sentence. This not only demonstrated a lack of knowledge but also a deficiency in customer service.

In an environment where one expects to be inspired to make purchases, the staff’s appearance and demeanor play a crucial role. Unfortunately, many staff members seemed uninterested, lacking the enthusiasm that would typically make the shopping experience enjoyable. Moreover, the overall presentation, including a lack of makeup and a somewhat unkempt appearance, contributed to a perception of subpar hygiene.

It’s disheartening, especially when there are numerous knowledgeable and enthusiastic individuals who would eagerly embrace the opportunity to work in such a setting. Given the reputation of places like Sephora, it’s disappointing to encounter a team that doesn’t fully embrace the potential for positive customer interactions and sales.

Awful customer service. I went today to buy several things which appeared in the app in stock. Out of 4 I couldn’t find 3. Not even 2 sales associates could find the items. I had to buy the items online to pick up in the same store and then they could manage to fulfill my order. So there was stock. But no one knows anything.

Had the pleasure of meeting Faiza in person at the store in metropolis and spoke to Saul on the phone who was super helpful to reconfirm my shade match and guide me with rouge discounts. Sephora is usually super crowded and shopping alone without any help saves me a lot of time and energy, however this time around i was delighted to meet with Faiza who helped me pick my perfect shade for my (Armani silk) foundation and (rare) concealer. She was patient, attentive and gave honest advice. It was the first time i was confident in my choice and I don’t think i will be returning or exchanging anything i bought.

My beauty advisor was Faiza. She was really sweet and cute. She met my needs, and I adore the products she recommended.

The products are great here! But my only complaint is that when I went here with my friend during summer, two male staff members were following us around and made us extremely uncomfortable! I know its normal but they would follow and stare at us like we were about to steal something. Personally we think that offended us. And also one of the other staff member didn't even bother to help us with some help, I know she heard us but she walked away.

Trying to contact store manager for my product I bought from there and lost in the store. Unfortunately no body response me and neither call me back

Customer service is so slow, it’s ridiculous. When employees see that a customer needs help, they camouflage their movements.

I went there to buy a perfume for myself today and Rikiya, the amazing beauty advisor helped me. She was so helpful, friendly and attentive. She showed me so many perfumes and helped me pick a best perfume for my myself. She also engraved my name on the bottle which looks so cool!

Needs a lot of improvement for customer service care specially at the cashier. I think a self check out will be a better option.

I recently purchased an item from a downtown Sephora and paid for same day delivery. When it arrived the receipt was correct but the product in the bag was not what I had ordered. The online FAQs were clear that I had to return the product to a store.

I opted to go to the Metrotown Sephora, the location closest to my work. They were not at all helpful. Initially I was told I had to return it to the store that shipped it. Then I asked if I could just get the product there, which they initially resisted (because it was a different store). Isn't Sephora one company - no matter the location? Unfortunately they did not have the product I had ordered in stock.

When I asked for a refund, I did get one, except for the cost of same day delivery. I was told I would have to contact Door Dash, the delivery service, in order to have it refunded.

There was no apology for the error and no offer to help me solve it. I kept being told it was the other store's fault, not theirs. Effectively, they wanted to make their (Sephora's) mistake my problem to solve.

Although a call to Customer service resulted in a successful resolution, which they completely handled by giving me a refund in the form of an account credit, as well as some Beauty Inside points, none of this was thanks to anything done at the Metrotown store.

I have been a long time customer of Sephora. If not for the helpful assistance provided by the Customer Service team on the phone, this would no longer be the case.

Usually when I am in any sephora, I may or may not get a greeting at the entrance and I usually never get helped inside when I am looking for it. This time at this location as I entered I did not get greeted, 2 staff members were chatting with each other. I walked inside and needed help. So i stopped at one of the aisles and was checking out some products when sales representative Sally came and said hello and asked if she could help me. This is the first time that I can remember anyone asking me if I needed help. I gratefully said yes and she helped me with matching a foundation to my skin and making sure I had no allergic reaction to anything. And she helped me pick out an eye shadow pallette and much more. I am extremely impressed with her knowledge of the products and her sweet, professional and kind way of helping. The cashier was also so friendly. Great job! Thank you again Sally!

I was at Sephora, Metrotown the other day and Belen helped me out! She is awesome and friendly! Loved the experience and will visit soon! Thanks Girl you rock XX

My experience is not that good because there was a man who was continuously following us. I know he could be lost prevention officer but he can’t stare at people shopping over there. I was feeling uncomfortable there. But the staff is very good and helpful.

Went last weekend to buy a fenty lipgloss, showing as in stock. But the rep said they only had one and it was already bought but the app didnt update yet. Its Tuesday now and its still showing as in stock so i guess they just didnt want the extra work to actually check it.

Also, it would be nice if the staff here would ACTUALLY smile. Wouldnt hurt to be nice to a customer who’s politely asking for something. Thats what you guys are being paid for anyway, to help customers. Not to throw some shade like as if asking for your help is an inconvenience to you.

Came to get shade match for foundation/concealer, Hunter was SUPER knowledgeable and kind usually don’t have good experiences at this Sephora but she was super duper helpful and nice about it! Thank you!