SEPHORA

I recently did a 75 min beauty lesson at the Eaton's Centre location and had a great experience. It was exactly what I was looking for as a 30-something year old with basic knowledge of make up and skincare, but who hadn't updated her make up routine in over a decade and wanted to get with the times. Most importantly, I went in wanting to find the best foundation match for my skin and learn how to create a simple and replicable "every day" make up look. Riza, my make up artist, was absolutely wonderful! She was personable, knowledgeable, attentive, and skilled. She listened to my needs, walked me through all the steps and products thoroughly throughout the appointment, and recommended some great new products (without being pushy) as well as working with some of the products I already used (and liked). Overall, I had a great experience and would recommend the beauty lesson to others looking to gain some knowledge and confidence with make up while getting some personalized attention.

One of the best store for cosmetics and beauty products. There are vast selection of makeup, skincare, haircare, fragrance and much more from various high end and popular brands. Staffs are so knowledgeable. They guidance and assist us to choose products. If you are looking for quality beauty products then Eaton Centre @Toronto is the best one.

Today I was falsely accused of shoplifting. This experience made me angry and ashamed that this is what adults assume all teenagers are like. I was harassed at the entrance by a woman and the security guard. Claiming I put an appliance into my bag. I later opened my bag, to their surprise there was nothing in there other than my AirPods. I wish that the workers and adults had more trust on teenagers. My friend and I were doing nothing at all yet we were accused. I hate Sephora workers. They made me wanna hurt myself. I will not be going back to Sephora until I get a discount for this inconvenience. Thank you.

Considering the busy location, some staff were very welcoming. Some of the visit were not satisfied, specifically online pick-up: confusing and did not feel as welcoming, long waiting time with minimum care from the staff.

Product selection is solid, but the staff is very suspicious and constantly trying to catch anyone with a skintone darker than #FFFFFF stealing.

The girl helping me was too good and respectful but the guy in check out name thomas was disgusting and disrespectfull judging people

I went out in search of a quietly operating keyboard and told the staff that I did not need help, but they persistently and sharply approached me repeatedly. At the end of the last test, I asked for a laptop inventory check, but was kept waiting for several minutes and explained the security features of the display in the store and why.
Lots of very attentive staff watching you and communicating with you wirelessly.

Sephora used to have good service and over the years this location and company overall has gotten worse and worse. You can never find any staff on the floor to help you and when you do find someone, they are rude. On top of that for a company that prides itself on “expertise” none of your makeup artists can ever provide solid recommendations or a correct colour match. 99% of the time the store is out of stock of items, it’s always a disaster and there are never any tissues or makeup remover bottles that are out anymore, if you want to test product. I was actually scolded by an associate for taking a tissue from the makeup artist area, despite the fact that they did not have one other box out anywhere in the store. I’ve also multiple times now ordered items for pick up and it takes forever for the store team to collect my item - two days even for a single mascara. Most recently my order was cancelled because it was out of stock and when I went into the store (same day) there were multiple packages of it out. When I asked the cashier about it, she gave me attitude and said it had just arrived…sure. I would rather buy my cosmetics now at Shopper as they now carry the same brands as Sephora and at least their rewards program gives you some actual compensation in $$$’s instead of $10 off your purchase or cheap mini sample sized bottles

I came in to this store looking for a concealer to match my skin tone. Midori was very helpful at helping me select the correct shade of concealer for me but halfway through the entire process ANNA decided to interrupt us rudely and asked Midori to switch with her. I asked Anna to confirm the products Midori used on me and I was ready to head to the checkout but she insisted that I should book a 30 mins beauty consultation and come back another day instead.
Anna, if you're reading this you're really talented at convincing the customer not to buy any products

Literally the worst Sephora EVER.nothing is ever in stock and after I completed my purchase the girl who was helping me tried to accuse me of stealing as I was leaving the store? I didn’t even take anything, I had just paid for the products I wanted she just humiliated me for no reason because she forgot she *literally saw me* give her coworker back a bunch of stuff I decided I didn’t want anymore before checking out. She tried to follow and harass me out of the store, the whole time those products were still up at the checkout counter where I had originally left them with her other coworker. When I went to go show her that I did not in fact steal anything and that the same products she just accused me of trying to walk out with were right where I left them she gained a massive attitude and tried giving me dirty looks the entire time I was explaining the situation to her store manager. Go to bloor instead!

Mohamed was seriously such a help so early in the morning. Came in and they recommended things I didn’t even know I needed for my look. The best assistant i’ve had:) Thank you Mohamed!?

I shop at this location very frequently but today was a terrible experience that turned me away for good. People like Sana Ahmad should NOT be in so called “management” positions. Not only was Sana rude and condescending during our conversation but she laughed at me when I was explaining my situation to her. Sephora should reconsider people like her as they do not represent Sephora’s values. I went and bought the same thing from Shoppers and was delt with properly over there! What a shame Sephora.

Andrew was great when I was explained the situation to him and was apologetic when hearing how she spoke to me.

I wish I could put zero star.arrogant, rude, liar with zero costumer service manager in Toronto, eaten centre.
I believe her name was Samiya or Saniya.
On Black Friday 2022, I and my sister planned to spend $1000 in Saphora to buy some gifts for our family members. Since we did not have enough information about facial makeup, I asked one of the staff to help us. We realized that the staff that was assigned to us, was not able to explain well how to use the make-up on the face. Her verbal communication was only“ this product is good for you” that’s all. However, we needed someone who could give us full instructions and introduce us to different products, so we could have choices to decide. Unfortunately, this staff was not helpful as she had very poor communication skills. I asked her if we could talk with a manager, and she brought us a lady whose name was Saniya. I am not very sure about the spelling of the name, but I believe it was close to the spelling of this name. I can give you her physical appearance. She had a hijab and her entire dress was black with a black mask. I requested Saniya to assign a staff to explain to us clearly the instructions for products. Saniya’s reaction shocked me as I did not have the expectation to see a manager who would like to escalate something that, in the first place, it was not an issue at all. She got very defensive and took it personally. Saniya literally attacked us verbally. She told me that I am rude because I simply asked her to assign another staff for a better explanation of the products as we had to spend $1000 for different products.  I did not want to continue arguing with her as she seemed very unprofessional, a liar, and arrogant with zero customer skills. I asked her I want to talk with someone who is in an upper level or the owner of this branch, she claimed that she is the owner of the entire shop for Saphora in the eaten center, Toronto. I approached another staff and asked if she was the owner of the branch, and she said, no she was not the owner. We left immediately, and I told Saniya that we do not want to buy anything from this branch. She humiliated us by changing her voice in a sarcastic way of saying and waving her hand “BYE BYE” in a childish way. I can not believe that one of your team leaders does not have basic customer service for their customers. I am very upset regarding that day as it really ruined our time and energy to come to this branch. Anyway we ended up buying from MAC for that day.

My bestie got falsely accused of stealing a TESTER for a concealer. When clearly they put it back. Unprofessional to NOT clarify that the product wasn't stolen and kept insinuating my bestie stole something. No consolation either when it was "resolved".

Second time there and second time disappointed. Never seen such frustrated, annoyed, rude employees. Customer service is terrible.

Disappointed. The security guy just looked at me I’ve stolen the perfume sample. So left the store and never get back there again. So sad

We had an amazing experience with the girl that was helping us during the week of boxing day. She was very personal and knowledgeable. It is a very busy store. So, don't expect to the staff to come running to your service.

The sales girl was really helpful and patient. I don't remember her name but she really took her time to fine my shade. Also the store has a variety of products so your options are limitless and you can choose based on your budget

They didn't have the perfume I was looking for, but they gave me options and solutions. I was able to exchange it in another branch

Went to this sephora to buy olaplex shampoo, the woman works there told me that brand is made only for blond hair. After talking to other friends and found out it is a lie, I feel I was being discriminated

Madison is amazing. She completed a 60 full face for me and it was everything I wanted. She was professional and really took the time to understand the look I wanted.

Very bad customer service, one woman tried so hard to try to make me purchase something i didn’t want. As a costumer this made me very uncomfortable. Got racially profiled at this location would not recommend won’t be coming here again.

Never had a bad experience. Everyone that works here is great, they always are willing to help. They have a diverse selection of products too.

Food place to find mostly makeup stuff, but they have stuff for men as well. They do not have many offers, but the stuff are of good quality.

What can I say about Sophora? Because of this store, I have a much nicer skin today and I smell great! Great skincare selection for men and cologne!

Was helped to find the perfect light-weight liquid foundation and nude lip-gloss by Mohamed! He was so kind and friendly and did a perfect job matching my skin tone.

The staff are very
very knowledgeable and friendly but somehow they want to push you to sell a product. Let's just say you won't get out of there with less than minimum 30$ for a simple eyeliner. I still prefer spending less for a less name brand and go to shoppers drug mart and will do just fine

One of the employee Anika in eaton center toronto was really amazing. She was so kind and was so happy to help. She listened to what I wanted and gave me so many suggestions. I simply loved her?

I would say best customer service experience I have ever had with sephora, big thank you to Mohammed, from the beginning he helped me to find all the beauty products I am looking for it, also gave me the best suggestion and recommended the right product according to my skin tone. I would definitely say that he is the best and excellent beauty advisor I have ever got in Sephora. Thank you Mohammed

Good location and nice selection of products but horrible, horrible customer service service. They mostly pretend you are invisible unless you enter the store wearing a ton of makeup.

I once returned a lip balm that turned out to be used (ew) and the cashier implied that she thinks I took it without paying and used it (like seriously, a $12 lip balm). Complained to the head office and told myself I’ll never return again.

Sherry that works in skincare is amazing! If you need any information regarding skincare she’s extremely knowledgeable and genuinely wants to help clients.

Brought my mom here for some make up products, the employees were very kind and patient.
The guy who helped me even followed me around the whole store.
He was so helpful that he even read the ingredients.
Management did a good job at hiring

A titan in the makeup game, Sephora’s selection and staff are second to none. As someone often purchasing cosmetics for my wife I’m not too knowledgeable, but the team there is great and always have helpful recommendations.

Everything’s good
But only one things I really don’t like it’s casher.
I just buy something and one casher gave me cool face and I gave her cash and when she gives me change, Throw it to me. Excuse me Sephora? You guys training service like that? Wow!

Bright and well stocked but sometimes staff is dismissive or don’t have a clue about promos or products you are asking them about.

Good, but unfortunately we're out of the product I wanted. A lady suggested another one for me to try. Wish there was more staff there to help so you can get in and out quicker.

Awful customer service!
It’s always packed of tons of people with a long line up. Cashiers are very rude and incompetent.

Expensive but the options for skin car and make up are endless and the workers and very knowledgable and helpful.

I’ve been to Sephora several times to buy makeup for my wife. A salesman there helped me find some Christian Dior mascara. I didn’t realize he sold me waterproof and my wife wanted non waterproof. I went back and they refused to make the exchange without a receipt. I showed my credit card charge but this was insufficient. I ended up buying the correct one at Nordstrom. Amazing Sephora can afford to fire me as a customer over a simple exchange that would have cost them nothing. Disputed the charge on my credit card and got the money back anyway. Best of luck to anyone shopping here

Love Sephora. Don't get me wrong it's my go-to Beauty store BUT this location is the worst, sorry to say. It's always busy, always packed, almost everytime I come in to grab products quickly there's always at least one item sold out & trying to find someone to help has me going around in circles.or looking like a crazy person as I stand and wait to make eye contact with someone who looks like they're almost done helping another customer. Staff there are friendly though.it's just way too crowded for me.

I was at the store for 30 mins and I was not spoke to once. There were sales people chatting to one another about personal things for long periods. I was in skin care and ended up buying something I was curious about. I wanted to ask for help for a scrub but I wasn't going to beg for help

Because this SEPHORA is in the Eaton
Center, always too many people here. Every staff is busy. But still patient. Not bad.

A typical Sephora store, but my experience here was particularly bad.

I live outside of the city, but visit Toronto regularly. The woman I spoke to asked why I wasn't ordering online instead of coming into the store (in a condescending way). When I was asking questions about skincare, she laughed to herself and sent me to find one of her colleagues who could "help me" more; a white woman.

I understand that most people are better equipped to help with skin that they personally have; but as a Sephora employee, should they not have a working knowledge of people's skin that is not their own?

Overall, the worker was rude and condescending, made me feel that I was not welcome or wanted there, and as if my questions and concerns were stupid.

They sell now only one brand of nail polish. I wanted to surprise my wife with polish from Dior/Lancome/YSL or similar. Well - not anymore. Will skip Sephora from now on, unless they bring back the nail polishes.

Friendly and no pressure environment. Was able to get what I needed and was acknowledged upon entering the store.

Really busy, but i went on a saturday. Know what you want going in, cause nobody will let you browse before pushing you out of the way

Wish Sephora would come to the UK.
I wanted to get YTTP cleanser as u can't get in UK but was out of stock.
There are loads of different brands here, some you can only get online in the UK so was really cool to try them out.

It's almost always busy here (except if you come on a weekday morning), so if you're the type that knows your product already and want to cash out right away on a weekend, you're still going to have to wait 5-10 min before you can cash out. It helps that the staff are super friendly and helpful though (I saw a staff member helping grab a particular product for a lady who was waiting in line so that she didn't have to give up her spot). I did find that products on the shelf are sold out more often on the weekends though.

Workers are rude and the place is understaffed. That explains why the workers are in a bad mood all the time.

Update: i hung up and someone else picked up - thankfully service was swift and my enquiry was easily solved
A pathetic excuse of a phone hotline - asked about a product that would likely only be available in a big store (I have store credit cards I want to use) and was put on hold shortly after I asked about the product by someone I won't name unless I need to.
At the time of writing, the call has lasted 38 minutes with a very large chunk of it being on hold and I find that unacceptable. If it wasn't for the fact thay the product I am looking for was carried in my local store I would not visit this branch.

Love this place for all my skin care and makeup products. Only thing is they are so busy and hard to find someone to help you out specially on weekends. But don't worry someone will definitely help you. Try a sample if you don't wanna invest your money. Become a member and collect point and take advantage of sales.

Too busy, not enough stations to express pay, staff can never be found. Also their clean beauty seems to be higher priced then other stores (eg detox market). But you can't beat the dearth of product and options. I'd reccomend shopping only or go during the day in the week for less ppl. Or even better go to the one on Bloor!

Daniel from Mens Fragrances was extremely helpful. He is very knowledgeable about fragrances and he took the time to explain us our options and even provided samples.

Thank you so much Daniel!

The quality of this place has gone down as the years have progressed. Employees used to be super friendly and helpful, now their rude.