SEPHORA — Attraction in Coquitlam

Was originally going to write a one star review, but bumped it up to 2 because the manager and a couple of the employees were really helpful.

When I first walked into the store, I saw a greeter (who did not greet me) and after walking around for a bit, I only saw two other employees on the sales floor. One was cleaning makeup brushes and the other seemed to be restocking some items from the drawers below. I approached the two employees since they were both in the same area and said "Hello there!" in a friendly tone, but one of the women literally turned her back on me and the other ignored me completely, focusing on getting those brushes cleaned. I waited for a moment, but when it was clear that neither one was going to even look at me, I scanned the store for more employees. Again, the only other person I could see on the sales floor, and not behind the counter, was the greeter. So I walked up to her and started to explain that I was ignored by the other two employees and her response was "They are working at the studio. That's their job. They're supposed to ignore you." I was very confused by this response. Even if they aren't able to help me, being acknowledged or having them tell me to try to find another employee seems like the bare minimum they could do instead of straight up ignoring and turning their back... That aside, in a calm tone, I expressed my frustration with being ignore when trying to find someone to help me and the greeter proceeded to get snarky, telling me there was "a lot of other employees around" and that I should "try to find someone else". So I told her that besides the other two who ignored me, she was the only one I could see on the sales floor. She insisted that there were "lots of workers", but when I mentioned again that I didn't see anyone else and wasn't sure why she was arguing with me, she literally said "Okay. Bye." and stormed away. I was stunned by this incredibly rude behaviour and decided to leave. I ultimately walked back in and talked to the manager because I had to get new foundation for a wedding I am attending tomorrow. She was very attentive and apologized for the employees then found someone to help me colour match a new foundation. Ended up getting an armful of other items so at least the one employee who was nice got a decent commission, while the others who treated me like garbage missed out.

To make things even more frustrating, on my way out, I saw the woman who turned her back on me helping someone on the sales floor so I guess she COULD help people, but chose not to acknowledge me.

Probably won't be going back to that location anytime soon and really hope that they either retrain or get new staff because-- judging from the other reviews-- poor customer service seems to be a trend...

Coquitlam Sephora - You’re LOSING sales for your awful service. Are you trying to get people to buy online from you and avoid this store–because it’s working.

I am an AVID sephora shopper and love to come in to try the products and see what’s new. For the most part i have good experiences and am greeted the moment i walk in (at other locations). Ie. Robson, Pacific Centre, Park Royal - all good experiences.

The customer service at this location is TERRIBLE. i don’t know if it’s the management or what, but the attitude of the staff is horrific. I think Sephora’s head office needs a few mystery shops or store visits from the larger team.

Now for the story:

Today i decided to stop by (Friday around 8pm). Your girl was ready to spend some money. The store was decently busy and I went to find the summer fridays section for the jet lag mask. then i went to go look for the mario badesco drying patches and was intrigued to find this other brand inky beauty. Unfortunately they were sold out.

The price wasn’t listed for the mario badesco brand so i decided to go to cash to ask. The girl at the cash was quite sweet and friendly. It was a bit over my price range so i told the girl i needed a second and wanted to see if they had any stock of the inky brand. I try for the life of me to find someone who can help me unlock the drawer below and couldn’t find anyone (did they all disappear?!). So i finally go up to the girl at the front (she was the nice cashier and had moved positions). She asked if i was able to get into the drawer and i told her “no, i couldn’t track anyone down to help”. so she’s quite helpful and goes over her headpiece to ask for someone to help me (i get it, she can’t leave the front). She apologized after me waiting for 5 mins. I get it, it’s a busy store. I wait another 10 and STILL NOTHING. way to make a girl feel invisible! (ps, it’s not a nice feeling). I finally find a girl myself and go “hi, could i please get some help?” and she goes “IM OFF”. Like what is the attitude?

After my major frustration i decided to leave, i guess I’ll just buy it online or look elsewhere. I ended up putting my products back and letting the girl know i’m just going to buy it online. she apologized on my way out. I walked out really feeling like crap.

To the girls working there? why work somewhere if you hate it so much. It doesn’t hurt to be kind and smile.

To Sephora, maybe take a look at the schedule and make sure you have more than 2 staff at 8pm on a Friday. or see if somebodies shift can be extended. It’s unacceptable. Also, this store needs a good clean, it’s quite messy and feels frantic and stressful.

I stopped by mcdonald’s on my way home and had WAY better service. I hope they look into the state...

My fiance got a mini make over by Tanya and she was great no complaints, but my issue is with the store manager . I was obviously waiting as Tanya explained this may take a while. But I happily looked around even finding products to test I needed .

I was approached by a manager as I opened a number 3 eye product cardboard box as their was no tester present . I did not open the actual products safety seal as I know that is unsanitary for others. I simply opened the cardboard box to see what size the item was as I could not tell as again their was no tester for either. After which I saw it was not the product I wanted I simply placed it back in the box and on the shelf as I said no safety ses were broken and I myself have seen many Sephora employees open the boxes for clients.

I was approached by the manager and told not to open the box and

I said " I could not tell which one it was and I didn't open the product. "

She stated to "ask the associates next time as it is not sanitary"

I replied " I didn't open the product and no offense but I'm not gonna ask someone to open a cardboard box that is not damaging any product"

because when we entered the store we waited almost 15 mins before we got help and my fiance had asked right at the front door girl.

The manager then proceeded to call mall security which 5 security members from the mall attended. I actually am a Loss Prevention Officer myself and I know the law on mischief less than $1000 and sanitation laws.

All products were still intact and I did not steal anything Infact we are regular good customers of Sephora but the managers behavior made the whole experience unpleasant as it's definitely defamation of character she told a ton of employees and other customers over heard like I was a criminal . I for one lock criminals up daily I'm appalled at the accusations.

And then since she told everyone another employee approached me and (meanwhile this whole time there is 2-3 security going around the store and 3 security guards outside.)

And again I did the same with a beauty skin care package as I was not able to tell (again no sample out or tester ) of what items were in the box. And this associate then again told every guard and pointed at me multiple times. Again I bought a item and had no issue with the teller or the woman Tanya who helped my fiance.

Clearly the management is lacking I would never shop at this location again the manager should be disciplined for false accusations. As a LPO any false accusations would get me fired and my company would take my job I am appalled that Sephora a leader in high brand beauty products would let such unprofessionalism go unnoticed at there...