SEPHORA — Attraction in Kelowna

Just had a horrible experience with the staff at this store. I bought foundation there, and when I got back to my hotel (we're from out of town) and opened it, it had leaked all over in side the box. This was a big inconvenience because now I had to find time to return to exchange it. But, I understand that this wasn't anyone's fault as the box was sealed, and you can not see any leaks. I went to the cashier (I think her name was Eden) and explained what happened. She looked at me doubtfully. I should add that I am a 50 year old woman and have not been treated like a scammer since I was probably in my early teens. I gave her a replacement foundation that I grabbed off the shelf. I asked her to open it so that I was assured that it wasn't also leaking everywhere. She refused to. She said that if it's opened, they can't sell it. I told her that it doesn't matter because I WOULD BE TAKING IT if it wasn't leaking. She couldn't sell it if IT WAS leaking! She then said to me that the one I brought in was dropped AFTER purchasing!! By then, I was upset, so I said, "NO, absolutely NOT!" She then acted like I was attacking her and being unreasonable. She called over the manager, which was great because this cashier clearly had zero common sense or customer service skills. The manager had no problem opening the new one's box to make sure it wasn't leaking. She kept saying that this was a 'misunderstanding'. I kept saying that nothing was misunderstood. The cashier accused me of breaking the product and then trying to get a free one. The cashier said, "No, I said SOMEONE dropped it after purchasing." To which I replied, "Since I am the only person who purchased this, you ARE accusing me." She eventually apologized, but the apology was that she was sorry that I misunderstood her. I thanked her for her apology, but said it meant nothing because, once again, I did not misunderstand her. I've never shopped at a Sephora before, but my daughter and her friends love it and spend a ton of money here when we travel. I can guarantee that if it had been my daughter trying to get a replacement, they would have treated her very poorly and probably denied her. This woman was not expecting me to push back. What a...

Today I drove an hour and a half specifically to go to Sephora with my sister to find products we’d needed. We had spent 2 hours in there looking for shades of certain products. Once we had finished finding almost 400 dollars worth of items, we’d gone to the till to ask to put our bag on hold for 30 minutes because our mom was going to come pick up the stuff we picked out as our Christmas presents. The lady that had taken our basket asked me how long my mother was going to be, and I told her less than an hour. She told me that she could only keep it for up to 2 days, and I told her that we would be back to purchase in 30 minutes so that would be fine. 30 minutes later, me and my mom went back into Sephora, went to the till, and asked for our basket. A different lady at the till looked and looked, and could not find our stuff. I was not super worried though, I had left a number of baskets on hold in the past and there had never been a problem before. Over 5 minutes of the lady looking for the basket went by and she could not find our stuff. Right at that moment, the previous lady that had taken my basket before appeared. I asked her where she placed the basket because her co worker could not seem to find it and she responded with “Ya, well, I put it away. We were so busy that I put it away.” I then told her that she had promised to keep it at the till and she just said “sorry.” which she obviously did not mean. The store was now closing, and we could not go back to look for all the stuff we had left with them. Not to mention all the shades we had spent so long looking for, that we now could not remember. If they were that busy why would have she taken the time to put all the products back in there places all over the store? I spent all my time, money, and effort driving a total of 3 hours to go to Sephora and drive back home empty and handed and upset. If there was a zero star option I...

Worst store ever with rude and condescending staff, I am a long time Sephora customer for years and VIB Rouge member. I was so excited when Kelowna location opened up but I time I stepped my foot in, I have been so disappointed. I am a very positive person and it takes a lot to disappoint me. I rarely leave reviews as well due to my busy life style and don't want to ruin anyone's reputation. This time I had enough as I have been counting since I went to this location, this was 8th time had the same experience. I ordered online stuff for Christmas as this store rarely have the products I want, my order was placed on 6 December and received a week after. I drove to Kelowna from Vernon in a snowy, bad road conditions on 6 January knowing the staff, their lack of understanding and to avoid rudeness. Guess what? They refused to return my stuff just one item from that big order because its over 30 days. I explained them that, I drove and took a risk to drive in bad weather to avoid this and that, this was a Christmas present for my daughter so I was unable to return or earlier. Product was unused, unopened and they returned my money on a only store gift card which I cannot use online. I am never stepping my foot in this store except I have to for once to use this store only gift card. I have been to multiple Sephora locations across US, Canada and more in Vancouver area. Everyone in all the other stores are amazing and never had bad experience ever. I appreciate all the other Sephora stores and their customer service. Sephora please do something to address this as this is disappointing your long time loyal customers. Even Kamloops location staff is much nicer. I hope Sephora will look in to this, I can share many details of previous bad experiences if you...