SEPHORA

Sephora at guilford town centre is always full of customers but giving a shout out to Angela for the best customer service I have ever received! She went beyond to help me out! Thanks Angela!

Not comfortable at all! It's not stocked! Zero attention because there is not enough staff

Thankyou Akriti for helping today with finding the perfect foundation. She was really helpful and have a great knowledge about different brands.

Went to sephora today. Asked for a brand casually and this staff member in a very condescending manner told me “that is a more affordable brand, here we keep high end products “ and i should go to walmart or london drugs. I would have liked a much straighter answer without any of the annoying attitude. Please be nicer to people.

Thank you Sabrina
Superb Customer Experience with Manager Sabrina at Sephora, Guildford Town Centre

I recently visited Sephora at Guildford Town Centre in Surrey, BC, and was absolutely delighted by the service provided by the manager, Sabrina. After a small misunderstanding, Sabrina stepped in with exceptional support and expertise.

She handled the situation with such grace and professionalism that she not only remedied my initial concern but also won me over completely. This store has become my top choice, thanks to her. Sabrina embodies the excellence that Sephora is known for, and I couldn’t recommend this location more!

Rating:

Your security needs better training. I've been to this Sephora multiple times and have bought several items and I never had such an unpleasant experience until now. The security guard was following me and my companion since the moment we entered the store. We also weren't greeted the moment we entered the store (which is something Sephora literally hires a separate position for). I feel offended and could not browse around in peace as we were constantly being harassed with direct stares and the constant shadowing from the security guard. I've spent over a thousand dollars in Sephora and did not expect this experience as a regular and loyal customer. I understand their job is to be wary but at the very least do it subtly and be a proper judge of character because instead of checking on others who might steal, he constantly was staring at a regular customer who has bought several items multiple times.

Such a poor customer service. I asked to one assistant their for help in choosing shade. I almost wait for 30 mins no one came assist me. Its not first time it happened many times with me.

You don’t care about your customers. It’s pathetic. Hands down the worst location in the lower mainland. I wish I could give 0 stars.

I was at Sephora today, and I met Melisa there. She was so nice, friendly and very helpful. Thank you Melisaa

Go see Jasmeen at this store! She couldn’t be more helpful. We searched a bunch of liquid blushes and found the perfect one for me!
They didn’t have it in the store so she ordered it for me and it’ll be sent to my house in no time at all (3-5 business days) lol. It’s pretty. Rare Beauty in “Lucky”. Woohoo! It’s always fun to get a package in the mail. Jasmeen is wonderful and the store is organized and smells amazing!

I wish I could give zero stars. I walked in and asked for makeup for a 10 year old. Like lip gloss without harsh chemicals, maybe a simple blush. An introductory line with few chemicals. The sales associate told me “no. You shouldn’t give makeup to a young girl”. I wasn’t aware a teenage girl working for Sephora was entitled to tell me how to raise my daughter.

I only trust the Benefit Brow Bar with my eyebrows! Fatima is the best and super attentive.

I love going to sephora here at Guildford! Honestly Caroline and Shelagh assisted me very well. I had some issues with my online gift card. They keep me posted every now and then. So Thanks Highly recommended:)

The overall performance of employees here is atrocious. I swear these people will do the absolute most to make you feel awful about yourself. Every time i come in the amount of eyes on me as i’m walking around the store is obnoxious to the point where i’m avoiding buying the things i want and i feel like i’m not even able to browse the store without one of the employees treating me like i’m exhibiting suspicious behaviour. Employees should be making customers want to come back and spend more of their money it’s extremely annoying and uncomfortable.

Customer service = not great in this particular Sephora location, i just recently visited the store randomly (been there in past, never felt welcomed by employees, which i should mention I don’t like going to this location and would prefer not to visit again) looking for a specific perfume which of course they didn’t have it in store at the moment, looked at other product range- quite good, found pretty good deals on different brands and so on some skincare stuff, went to the cash register to pay for my stuff, the cashier was so arrogant and rude almost like she didn’t want to work or even see customers faces.

The floorstaff are up tight and give selective services depending on how you look, aside from one lady in all black that saw me wandering looking for a brand, and the lady that checked me out, the rest were snobby and gave quick vague replies on locations of brands

Do not get your makeup done by Rasna Gill she doesn't sanitize the products she's using on your face and now my undereyes feel hella itchy from the dirty eyeshadow pallet she used

I went there and shop was packed, I wanted to buy few things and what I need I could not find I saw two staff members were on phone and chatting and I went to ask them, they did ignore me and one walked away and second one had no choice to ask I did explain what I wanted she call another staff member when she came she did ask again the same question and she she oh I have to call someone else…. I left from the shop. Guys hire better people and not only Indian communities people. It’s like we a chairs bazar. I called and even manager were taking their side. Keep all the top customers service genius and I will never walk to that store.

Always way too packed at this location and all the girls treat you poorly of you walk in with no makeup on lol. They treat you like you shouldn’t be shopping there. Mean girl vibes

If you're not wearing makeup, come back another day. Employees will give you glares and treat you like a child. Came in for a BOPIS, only for them to bring me around the store, trying to tell me to go ask someone else, only for it to be with the 1st person i talked to, at the place I had approached her. Every other time I've come in with makeup on, everyone is chatting with me and happy to help. Almost as bad as MAC.

The place barely has any staff. Also the suggestions I got from here weren’t the right ones. I will highly recommend metrotown Sephora.

When I go there I can’t find anyone who can help me out and also would not give out any samples, like how are we supposed to buy without trying on. You’re not paying from ur own pocket in giving out samples thats the shop rules!

I went to Sephora at Guildford mall and the sales people were SO unhelpful. I wanted to buy a foundation and asked a girl who was chatting to another co-worker. She seemed very reluctant to help me at all. Then another sales person came along and asked what I needed. When I explained she too seemed very reluctant to help me! I had to kind of force them to help me! Lol. Is this the way to sell products? ! Wow. I'm truly amazed how very unmotivated the sales girls are. It was not like they were busy at all! Very disappointed.

I had Lils (I hope that’s how you spell it) help me. She was incredibly helpful! She immediately knew the products and colours that would perfectly match my skin. The first concealer was a seamless match. She was kind, helpful, and went above and beyond in trying to find products that worked for me. It felt like having a friend help me (a friend that really knows their products!). Definitely has a mood boosting personality, absolutely who I would want helping me again!

(Also this is me totally assuming pronouns. So sorry if you go by something else)

I was originally booked for 90-minute glam make-up, however, because I’m running late for an event, I changed it to 60-minute. I was not happy of the result as my face literally look like a cake. I took a photo to show to all my friends. They all said I should only pay $10, maybe for the effort. I mean the girl (wearing green shirt) who did it is polite and nice, but the make-up was not done professionally. Sooo disappointed.

Staff working here is very rude to the customers!

I am sure the owner will copy paste the same thing like all other reviews.

Usually have great things to say about Sephora. This is a warning to anyone booking for weddings or grads. Here with my sister for her bridal make up and we’re told the artist isn’t coming in and they’re sorry. No phone call, no other option. Found another make up artist in the mall to save the day, but wow, unprofessional and a bad way to start her wedding day

My wife and I came to this location to shop for gifts. We normally visit the Burnaby location as that is where we reside. The employees seemed unpleasant to help us as if they didn't want to. It was busy at the time but not busy where it is impossible to be helped. We asked for help multiple times but still didn't get assisted. I noticed some were chatting in the corner which made us feel unwanted. Don’t get me wrong, we're a couple in our 30s and know young adults tend to be immature in jobs like this. We were about to leave till we saw one employee come from the back and asked her for help. Her name was Sadiya I believe but was really helpful and informative about what we needed. I was able to find a gift and my wife was also able to get a quick colour match. I wanted to write a review on how our experience wasn’t great in the beginning but left the store satisfied as we got what we needed with the help of one employee.

The sales associates at this sephora need better training. Extremely overbearing and asking if you need help every 2 minutes. They followed me around the store as I read product descriptions and would not leave me alone as I tried to make a decision on my purchases. I don't know if this is a theft prevention measure or what is really going on but it was such a disappointing visit. I will be shopping online from now on.

I come here with either family or friends and the associates are always helpful. Fantastic service.

Whenever I order anything online I never receive the free samples I add to the cart. Does anyone else have this problem?

Don’t get me wrong. I love Sephora and their products. Their staff and customer service not so much. I spent over 300$ on products and was asked if I wanted a bag for 25 cents in a rude abrupt way. The reps in the store were snotty and stuck up over a bag? Kinda ridiculous considering I went to the high street location in Abbotsford last month spent the same and was not asked if I wanted a bag for 25 cents. I was also offered samples. I get it, Covid, climate change blah blah.but when a customer is paying a lot of money in your store you should be offering a bag for free especially if they are buying at a certain price point.

Luckily I had a bag with me at the time from another store. I find this location lacking in customer service and the overall Interactions with customers are slim to none. It’s not rocket science! If you don’t like working at Sephora and want to just be a statue staring at people like roadkill id suggest going back to the drawing board and look for a new job. Also I would strongly suggest Sephora change their policy on bags as it seems to be different from location to location depending on who you get at the till.

Worst customer service! This is my first negative review ever but I just couldn’t stop my self today. It’s not expected from such a brand. Staff is really rude and not helpful at all. There was only one team member who was helpful but disappeared after some time. Worst part is spending so much money and not getting any help and just see their rude faces.

Worst location ever! Workers have a huge attitude problem, the manager is even worse and the atmosphere there over all is horrible. If you’re a person of colour you will be profiled 100%. Every single time I come in alone or with my friends who are visibly a POC, they begin whispering on their Walkie-Takies and start treating us horribly… I recommend you stay away from this place

Chaotic! The staff made me feel out of place and pressured. They were not being rude just aloof. I am sure they also have stressful time as there are so many customers inside but they definitely need to have a bigger store for all those products.

0 for customer service! You are better off going to other locations if you want any assistance. Very disappointed with my experience.

I am beyond displeased with Sephora. I bought the Too Faced concealer from them last year and the product was faulty as it started to leak when I twisted the lid on. Sephora didnt care, all they cared about was making money. They told me they couldnt do anything and that I had to buy a new one. Sure whatever I bought a new one. Flash forward to today the EXACT SAME problem with the concealer lid leaking is happening AGAIN! I explained to them I had this issue once before and now again. I keep my concealer stored in my drawer upright so it's not a matter of me being careless. Once again they didnt care. They said they're exchange/refund policy has changed from what was 1 year last year to 2 months. I wonder why they made such a DRASTIC change in their policy.is it because they were having too many faulty product problems after a certain time period and they wanted to capitalize on our money? I wish I could give them 0 stars.

I am a retail sales person in a very demanding department, meaning there's always a customer to help while providing excellent customer service.
Anyways this was the worst customer service I've ever experienced. Yesterday afternoon I had went into here, I asked about an item being in stock and it wasn't. So one of the associates had told me to come in the next day (today) or phone the store to put it on hold because she said they would be getting more in shipment tomorrow and she was very confident on that too. So tomorrow comes and I call right in the morning to put the item on hold. I talked to some lady and she said that she can put the item on hold and then asked for my information for picking it up. Then a few hours pass and then I get to the mall, I go into Sephora and say I have an item on hold. I said what the item was to the cashier and she pulled out the item and asked if that was under this name (My name), I was like yes. Then I actually had taken notice that it was completely the wrong item put on hold for me. I was very clear over the phone what the item was, I repeated myself 2 times.so no miscommunication there. Don't get me wrong but the ladies here were very nice but their customer service was very unacceptable and poor. I had about 5 associates help figure this out by the way.
I do not recommend trusting them with certain information they tell you regarding something being available and with putting something very simple on hold for you.

My sister and I were looking for some make up suggestions but It was busy due to weekend and staff was busy handling the customers. Melody came for our rescue and this girl knew her stuff. She asked us right questions and showed us our options. I love the fact that despite us knowing a little about the product she helped us finding exactly what we were looking for. She was polite, thorough and had a very pleasant demeanour. In the end we were two happy shoppers. We normally prefer online shopping but it was a win win situation overall.

I love to come to Sephora to get my makeup and perfume. It can get expensive but you get great quality with your products. The people that work at Sephora are very helpful and are always ready to help you find what you need. If your looking for great quality makeup, skin care, perfume and tools come to Sephora.

There were quite a few staff members standing around and talking to each other. Purposefully made eye contact with a few of them and not one came over and asked if I needed help or anything. I was in there for 10 solid minutes!

Bad customer service. They hardly care about their customers. I had a bad experience and I asked for help. They barely pay attention to ur questions.last Saturday I visited I was disappointed again.so I just walked out with out buying anything.:

My favourite Sephora! Staff are so friendly and helpful. Great atmosphere and I always feel happy going there! Thank you:)

Came in without any particular brand in mind, the staff were helpful, and were hands-on with advice. Wanted to buy eyeshadow palette which had crazy acid colours. They didn't really have instore but were helpful to find online.

To the young lady who helped me in the Fenty Beauty makeup aisle. August 1st 2021. Bless you. You helped me find the right foundation shade. It was such a pleasant experience

Meh.
Was halarious when the lady gave my friend a sample, only to quickly grab it back like it was gold to give her a different one.
Its not like she wasn't spending $65 on a balm for her left eye crease or something.
Location is good if you go to the mall.

Workers be so rude. Said can't try the products from the store because of covid.

Please make sure you guys take label of try me from your products so coustomers know whats up.

Real bad attitude.

This is the worst location of Sephora, I was shopping but I needed help with a few products, the associate named Jasneet was not interested in helping me find my items, she would say something and leave, she was just trying to ignore customers. She didn’t seem to be happy with her job.

I had a great visit.
I needed some skincare products and I wanted to change my foundation.
I was helped by Harprit, she was very friendly and informative. She not only helped me choose the right foundation but gave me alot of information about the products that would be best for my skin.
I just want to say thank you to Haprit for giving a great shopping experience at Sephora. You are lucky to have her as your staff member, she is a great asset to your company.
Thank you again.
Sincerely
Ronni

Customer service is very bad. The staff is very arrogant and when I ask for any help they did not show any interest. My experience was very bad only in this Sephora.

Very good store for all beautiful women and girls.so many kinds of makeup to keep them beautiful forever.clean and organized with many kinds of fragrances.and more

Ridiculous. Associate comes up to me in fragrance and says I can’t touch the testers and associates can only spray the testers on the perfume sampler paper bc of COVID. Understandable. She then wanders off to god knows where. There is no one in the fragrance section at all now to spray the testers for me, took me at least 10 minutes to find someone for help. Please fix or upgrade your customer service, I can’t get help from ANYONE in this store, others also seem to have a similar experience. Will be shopping online from now on.

I love Sephora! I'm a online shopper but today i went in the store.no staff was eager to help me spend money so i bought 1 thing and left as soon as possible. Up your game if you want to survive this pandemic (just saying)

Went in for the Holiday sale, if you go when they open, it’s not really busy so it’s the best time if you want to shop. Luna was very helpful in my purchases. I went again around 3-4 and it was very busy.

The staff are helpful and professional staff and you'd definitely get your top-notch cosmetics here.

I give this company a BIG 0! Horrible customer service. I ordered a few things online since their store closed due to covid. It’s hard to order online when you have nobody to help you with colour matching. I called the guilford store in Surrey, to return the foundations, concealers that I ordered online. The store manager said I can not return the items or get a refund. HUGE shame on Sephora. I’ve spent thousands of dollars at their stores, the least they should do is refund their “valuable Customers” as they call us! I definitely won’t be spending my money on this company anymore. Not to mention I’ve been doing a lot of research on cosmetics and skin care, majority of Sephora’s makeup and skin care lines have so much harmful ingredients in them. Ladies do your research and always look at the ingredients in whatever you are purchasing from Sephora.

Please be careful when shopping here. They are putting returned products with broken seals on the shelf. I purchased the tatcha rice wash cleanser and the seal was broken and the product was used. Tried calling but they said that they can’t help it.: (

A fun madhouse! I always feel overwhelmed entering Sephora. But staff are always nice, great options and always come out with something

Wonderful staff who are always willing to help you find what your looking for as well as offering tips and tricks for those who ask. Wonderful product selection

Rude employees and no effort to create physical distancing among customers. Checkout is within a small, confined space.

I visited Sephora after over a yr, I loved it, friendly environment, was asked if I needed help by 3-4 different workers. I found everything I needed, I was given my birthday gift even without mentioning to the lady that it was my bday! Can't wait to go back

Zero Stars! I am completely disgusted with this company. I am a rouge member (which means I spend thousands of dollars each year) and I ordered a reward from their website. It was the Glow recipe set of a mask and moisturizer, in full sizes. When I got my package it was samples that were 10 ml each. I even have a screenshot from my phone to prove that they made an error. Which was emailed to them! Customer service refused to honor their mistake, and to make matters worse they are liars! They told me they can't send me full sizes because the items are out of stock, when they are clearly fully stocked on their website! Terrible customer service! And what kind of ethics does this company run on? !? ! They can't honor their mistake which was worth a little over $100 but they make millions of dollars! Pathetic!

Went in today was going to buy a lip stick but the cap was on and I couldn't see the colours so I turned it over and the staff girl came over and scolded me for touching the display saying that I shouldn't be touching that and that they'll get shut down if I touch it. Etc.well I don't see her sanitizing it after I put it back either she just walks away. So I left right away.they sanitized my hands when I walked in too so I don't know why she was making such a big deal. Then they should take off all the demos then if they can't have ppl touching it.

Nicole was very helpful and patient answering all my questions and half questions and explaining me things I didn't know. Sephora is always quite expensive and very busy but sometimes it ends up being a positive shopping experience - and this one one of those times.

Super friendly, I wasn't sure what gift to get for my birthday and the cashier helped me decide so excited to use it!

The service is great every time I go there. Most of the products are great but everything is pricey.

Very good place to get some frag samples to try them out before buying a full bottle just in case you or your significant others don't like the scent. The staff are very helpful as long as the store is not busy.

I love coming here, not just for women! Lots of skin care products and great stuff for men here as well. Staff are always helpful and polite.

Never have good service at any sephora! And I've been in lots from the east coast to the west coast. If my daughter didn't want to go in that store, I most certainly never would. Please hire some friendly staff!

Little hard to find in the mall, and waited over 15 minutes for someone to help me (even though I asked for assistance). Once someone did come help me they were friendly and helpful. The person working the till was cranky and seemed upset she got called to the cash area to work the till, so not an awesome end to my shopping trip. But really, I don’t go to sephora for good customer service, I go for product selection and that they have.

I kinda get that I’m a guy that doesn’t look like I would put make up on even for my daughter but the staff completely ignored me and even asking for help they gave me a new girl that didn’t know anything about facial creams I came in here too help with something that’s bothered me for years about my skin and I left very disappointed so for men don’t go here very sexist and only will cater to women

Went to change my foundation and I had such an amazing and beautiful experience. Nicole was so helpful in finding the right type of foundation and concealer. I told her I have problem laying it under my eyes (I have fine lines) and she helped me give a mini makeover, by putting the new foundation and concealer under my eyes. She was so sweet and nice. Will come back to get a full makeover from her.

On November 9,2019 at 6: 11 pm, I purchased two items in-store at the Sephora located at Guildford Town Centre. When I first went into the store, my intention was to buy the Laneige lip mask but after speaking with the sales associate working in that section, she advised me that I should try the Glam Glow Pout Mud instead of the Laneige. As I often take the advice given by Sephora employees, I trusted her opinion and purchased the lip product.

I tried the product for 3 days. On the 3rd day, my lips began to tingle all over and I broke out into a patchy rash on my lips. I immediately stopped using the product. As we were travelling to Disneyland on November 13th, I figured I would exchange the product for the Laneige item when I returned.

Today, on Wednesday, November 20th, 2019 at 11am, I went into the Sephora located at Guildford Town Centre and advised the cashier what occurred with this Glam Glow product and that I wanted to exchange it. I had my original receipt. She opened up the product and immediately said to me “nope, this is not gently used. You cannot return it. ” I again advised her that I barely used the product. She showed it to the cashier next to her who also very rudely said NOPE.

I remained quiet the entire time. They gave me back the Glam Glow and I exited the store. I came home and read the Sephora return policy and saw that I was definitely entitled to return a faulty product so went back to the store at 6pm today.

At 6pm, the same 2 cashiers I spoke with earlier in the day were still working at the till. I advised them that I came earlier and that I have read the return policy. I should be allowed to exchange a faulty product and that there is a lot of product remaining. It is indeed gently used which I have pictures to prove.

The cashier went to the back to get a manager. A manager came out and I advised her of what happened with the Glam Glow product and she said to me “did you mix another product in here”. I was so taken aback. I said what do you mean? This is how it was when I purchased it. The manager responded, “nope, this is not what the product looks like. ” I said again, this is what was sold to me. She advised she would do the exchange this one time after humiliating me in front of all the people in line.

I walked out of the store in complete disbelief at how I was treated and called my sister. As my sister was still on the phone, I walked in and asked the cashier I had been dealing with, if I could please have her name. She replied very meanly, “there’s no way I’m giving you my name” and proceeded to tell all the other 5 associates at the till about me as I stood and watched. I asked if I could speak with the manager again and once the manager came out, I advised her that her insinuating that I mixed another product inside was not only offensive but humiliating. I told her that I’m a paralegal at a law firm and I would never ever try to defraud Sephora or anyone for that matter. I also told her to look at my account and see how often I shop here and that I have never returned a used product before. She advised they often see fraudulent behaviour so thats why she asked me this question right from the start instead of listening to what I said about this product causing me a rash.

The manager advised me her name is Naureen but would not give me the cashier’s name who was so rude and disrespectful. I advised I am contacting customer service so I need both their names. She finally advised her name is Guramrit.

I will never forget this day and the humiliation I received by the hands of your employees. I am a loyal customer who in fact placed an online order at 8am today. I did not ask for a refund. I just wanted a lip product that works and would not hurt me. This behaviour is not acceptable and does not align with Sephora’s so called values. I am definitely letting all my family and friends know how I was treated and how your management team treats loyal and kind customers.

I don't know about the entire brand, but this particular branch is a complete joke. Customer service has always been fabulous, but how the management treats their staff is horrendous. They overwork them, they promise them raises and take as much time as they can to avoid actually delivering on that promise while making them do more than their official position statss. I could go on, but the Guildford branch has some serious issues they need to sort out. Stop mistreating your staff.

Absolute garbage. Went here with the wife and the sales associates were rude, inattentive, and snobbish. Regardless of what you might think, your product doesnt sell itself. We took our business to MAC and she hasnt been back since.

I was looking for a particular product, I called ahead to ask if its instock, the lady on the phone told me it is, So I asked my mom to pick up in-store for me since I can't drive. The richmond sephora doesnt have this product thats why I called ahead to make sure this location has it.so my mom went all the way from richmond and when she got there the product was out of stock, its only been 2 hours since I called, this is unacceptable and such a waste of our time.whoever was on the phone with me, please check before you spoke next time.i'll gave it 2 star since everyone at the store was nice and apologetic.

I came here a few years ago when I was about 14 (the store had only been there for a few years) and I was genuinely looking for a bb cream that wouldn't destroy my skin and when I asked a staff for help she looked me dead in the face and said "sorry, no" I didnt know if it was because I looked young and she didnt expect me to buy anything or if she was just having an additude that day but that is not an excuse to be that unprofessional. Ever since then I have never even bothered to talk to an employee because they always seem to be pre-occupied by other staff chatting with them. This goes to show that the service here has always been terrible in my experience. Sephora, hire better staff PLEASE! I know you can do it!

Can be very crowded at times and more stock is available online than in store. I will say that I have always recieved very lovely assistance every single time, so easy to spend money here!