SEPHORA — Attraction in Mount Royal

I’m writing this review to express my appreciation for Jinny-Kim’s dedication to customer service. I visited the Sephora in Rockland on Saturday late afternoon to purchase a specific product, Dior Skin Forever Stick Foundation, which was in stock online. I had a very important event that evening, so I rushed to the Dior kiosk.

Unfortunately, my shade wasn’t available, and I asked a NARS associate for help. She matched me to the closest colour, but then she asked someone else to assist me because she only works with NARS. The other associate was extremely rude and uncooperative, showing no respect or willingness to help. She pulled out her Sephora device and checked the product, claiming it was out of stock. I showed her my app, which confirmed that it was in stock. She then pointed out one product left, which she claimed was a tester.

I was very disheartened and asked the associate if she could help me find a shade that was slightly lighter. She refused, saying she couldn’t do it but would ask someone else. Another associate came, who was much nicer and helped me match the foundation to my skin tone. However, nothing worked.

I decided to return a product and order my shade online. That’s when I met Jinny-Kim. She was incredibly helpful and friendly from the beginning. Even though it was time to close, she didn’t rush. She listened to my concerns, helped me return the product, and was doing an online order when she noticed that the product was available in store. She double-checked and found that there were three in stock. She went back to the back to get one and came back to bill me.

Jinny-Kim’s dedication and customer service are truly remarkable. She deserves to be appreciated and promoted. The Sephora in Rockland has always lacked customer service, and I’m grateful that Jinny-Kim is a part of the team. Thank you again, Jinny, for being such a wonderful person. I wish you the best in your future...

I'm rating this Sephora 5 stars based on one beauty consultant that assisted me here. For 12 months I have been suffering from acne scars, I previously bought products from Sephora affordable and expensive both, didn't work, actually made it worst. Then after multiple failure and devastation as I'm someone who barely gets acne but for some reason my face was full of acne and black acne scars, I decided to see a dermatologist. The Dr. Prescribed some cream and oral medication (antibiotics for 3 months), which I followed the instructions. It didn't not help me at all in terms of removing scars, however it gradually stopped producing more acne. One day, I was walking at this sephora with no intention to try something new. This amazing girl, approached to know if I needed assistance (so glad she asked), I was curious about a product, she explained and showed me another product which she claimed worked for her (that was my life changing product GOD bless this girl), I don't know why, I was ready to try and sephora has great return policies so it won't hurt. Within next 3 days of applying it, I immediately saw a positive difference it wasn't drastic but I saw a difference. Also, I was happy it didn't cause breakouts! Till this day everything she told me that day has been working for me, I really wish I knew her name but unfortunately I don't. I went back and met another consultant who sold me an eye cream, I must say, this eye cream was comparable to La Mer one. I have encountered tooo many knowledgeable consultants out there to not give a 5 star...

I normally don’t take the time to leave reviews, but I feel compelled to share my recent experience at Sephora Rockland, which was unfortunately quite disappointing.

In December, I purchased several products, as I often stock up in advance due to my limited availability. This week, I finally opened a few of them and encountered multiple issues: a mascara mini that was completely empty, a MAC Fix+ spray that malfunctioned and ruined my makeup, and another product that did not meet expectations. Given that this was the third defective item, I made the effort to return to the store despite my busy schedule.

At the cash, I was greeted by a staff member named Serene. I began to explain my concerns calmly and respectfully, expecting a level of understanding and professionalism. Unfortunately, Serene was extremely rude and dismissive. Rather than listening to my concerns or offering any kind of support, her tone was abrupt, and her attitude was shockingly unprofessional. It quickly became clear that I was not going to tolerate such behavior, and another cashier had to intervene and take over the transaction.

As someone who has always appreciated Sephora for its service and quality, this experience was not only disheartening but completely unexpected. I hope this feedback is taken seriously by management and serves as a reminder that respectful customer service should always be a priority—especially in a setting known for its...