SEPHORA — Attraction in Burnaby

This location has consistently provided the worst customer service I have ever experienced. On two separate occasions, I dealt with the same employee who demonstrated complete indifference toward customers and seemed unfit for a customer-facing role. Unfortunately, I am left with no choice but to leave this 1-star review due to the consistent neglect and lack of professionalism.

First Incident: October

In October, I visited this store to pick up an online order. There is a designated pick-up area located to the right of the store, near the front. When I walked in, a woman was standing near this area, doing absolutely nothing and failing to even acknowledge my presence. She didn’t greet me, ask if I needed assistance, or make any effort to help.

Not knowing whether she worked there or not (due to her unprofessional demeanor), I approached another associate to request my order. That’s when I learned the cabinet required a key. To my frustration, the same woman who had been idly standing by with no interest in helping was the one holding the key the entire time! She could clearly see me waiting to collect my order but chose to ignore me.

Second Incident: January 22, 3:30–3:45 PM

On this occasion, I again visited to pick up an online order from the same designated pick-up area near the front, to the right. The store was empty, and all associates appeared to be in the back. I waited for over five minutes, but no one came to assist me.

Frustrated, I went to the checkout counter and explained to the woman there that I was waiting to collect my online order. With an arrogant tone, she assured me that someone in the back would assist me, despite my pointing out that I had been waiting for several minutes with no help.

I returned to the pick-up area, only to find it still deserted. After another minute of waiting, the same woman from the counter came running to the back to retrieve my order herself. This was the same unhelpful employee from October! If she was available to assist, why didn’t she help me the first time instead of wasting my time?

This level of neglect and unprofessionalism is completely unacceptable. The employee’s unwillingness to assist customers, coupled with her dismissive and arrogant behavior, highlights a serious issue with this location’s service standards.

Customer service is critical, especially in a retail environment. If employees cannot meet the basic requirements of their roles, they should be retrained or reassigned to non-customer-facing positions. This employee’s repeated failure to assist customers and lack of accountability has made it clear that changes must be implemented.

I will be filing a formal complaint regarding these incidents. This store has failed to provide even the bare minimum in customer service, and it’s clear that immediate action is required. If this level of service continues, you will lose more loyal customers...

I am giving this review 3 stars because I had an amazing experience at the Benefit Beauty Bar here, but my shopping experience afterwards wasn't the great.

Positives: Gretell at the Brentwood Sephora Benefit Beauty Bar was very knowledgeable, kind and patient with me when I went for an eyebrow wax and tint. If I was just writing this review about her, I would be giving it 5 stars!!! I usually have my eyebrows threaded and have never had them tinted, so I had a lot of questions about the process and also concerns about allergic reactions since I have very sensitive skin. Gretell took the time to explain the process to me, did a patch test with the dye first to ensure I wasn't allergic and also made sure the wax wasn't too hot. She was very attentive and took her time at every step to make sure I was satisfied with the color, shape and overall appearance of my brows. She also provided me with advice for the shape of my brows and recommended products are to use to keep them looking fresh. I was so happy with my experience, I would definitely recommend The Beauty Bar and specifically Gretell at the Brentwood location to anyone looking for waxing or tinting!

Negatives: The other staff were very knowledgeable about the products but I felt pressured to buy what I was looking at. I am new to higher quality makeup, so I had a lot of questions about what products I should be purchasing to get the look I wanted. I was asking some questions about the difference between two products and at the end of the conversation the staff member placed one of the items into my basket for me, even though I wasn't sure I was going to purchase it... so that was a little weird. Then I went over to look at the Sephora brand looking for an eyeliner - EVERYTHING was out of stock (which was disappointing) and no employee came over to help me... I'm not sure if this is because the Sephora line overall is cheaper and maybe they aren't as concerned with making a sale? I felt like when I asked for recommendation they always take you to some of the most expensive products, so it makes me question if those products really are the best or if they are just interested in selling products with a...

Today I visited the store, and my experience was amazing from the moment I walked in. What really made my visit memorable was the incredible attention I received from Carolina, one of the beauty advisors. Carolina greeted me with a genuine smile and was super attentive. Right from the start, she was interested in understanding my needs and preferences. I told her I was looking for a foundation that perfectly matched my skin tone, and she responded immediately. She asked several questions to get to know my skin type and what I wanted in terms coverage. Her knowledge of the products was clear as she explained the differences between various options and how each could benefit me. Carolina didn't just stop at helping me find the perfect foundation she also offered some great skincare recommendations. She showed me a range of moisturizers, serums, and treatments that could fit into my skincare routine. Each suggestion came with a detailed explanation of the ingredients and their benefits, which really helped me make informed decisions. I really appreciated her patience as I tried out different products and textures until I found the ones that were right for me. My visit to Sephora today was fantastic thanks to Carolina's excellent service. Her professionalism, kindness, and knowledge made my shopping experience easy and enjoyable. I left the store with some amazing products and a great sense of satisfaction from the service I received. I’ll definitely be coming back to Sephora and looking for Carolina for future purchases. I highly recommend visiting this store if you're looking for an exceptional shopping experience and...