SEPHORA — Attraction in Ontario

Honestly, I was NOT happy being in this store. I made a purchase online and was sent the wrong product. I called customer service and told them about the error. They told me I could either go in store and return the product and then repurchase the product that I ordered, or I could return the product online by shipping it back, and then repurchase the product I wanted. So today I went in store to return it, and the manager with glasses and black hair gave me the most attitude and refused to return it, making it seem like I did something wrong. I then called customer service from my phone and the representative again told me that I could return it in store. I had the representative on speaker in front of a different manager at this time. This manager was a male, with red hair. The representative told this manager that he had permission and is able to do refund. The manager snapped back at the customer service phone representative and basically yelled at her and told her he didn’t want his inventory to be messed up and that it was the online stores responsibility to now deal with their mistake and have me return my product online rather than in store. The phone representative sounded surprised with his response and later offered to just resend me the product that I wanted, and then proceeded to apologize in behalf of how rude he was. I absolutely hate shopping at this location. The staff here are rude and don’t want help you, even though it’s there job. These 2 managers clearly need to brush up on their customer service skills, or find a job in a different field.

On the other hand, Yumna was amazing. She approached me with the upmost respect and kind manner. She helped me find what I was looking for, and was absolutely amazing. It’s weird how you can have an employee offer the best customer service, and then the manager offer you the worst customer service.

Ultimately, Sephora really does need to evaluate who they have...

I was there at the Masonville Sephora in London on the afternoon of August 9 2025.My daughter was purchasing items and I was about to buy a oil cleanser that was in my hand. There was a women ,not in a Sephora uniform but just pants and a vest type outfit as I thought she was a customer talking to a young middle Eastern women at the shelf were my cleansing oil was and and I heard them talking about a particular cream that was sold out all over Canada for dry skin which I have as well as the young woman wanting the unavailable large jar and was considering taking the tiny jar for 45 approx.dollars. The lady who was now I gathered was an employee there with a slight accent was talking now to me about this wonderful cream ...as I began becoming interested in buying the small jar as the other customer didn't seem to want the tiny jar...I looked at her and asked if she had ever tried a mixture of Derma cream and Urea and the sales woman said quote" excuse me but if you don't want to buy this cream don't buy it ' and took it from my hand and back on the shelf.I was shocked with her tone of voice and I handed her the 40 dollar oil skin cleanser back and told her she can keep it and I will purchase when I get home to my local Sephora were the staff are much more kind. I told her she was rude and almost combative to a degree. I will never shop in that location again and she also should have not been dressed like a regular person or customer. At least wear something that identifies you as an employee with black attire. Do not know her name but she had longer light brownish blonde hair and spoke with a slight accent and younger pretty girl. Her personality doesn't match her looks. Hostile lady. Won't be back there anytime soon while in...

Horrible customer service experience. I went to exchange a brand new unopened concealer worth $50+ tax that I received as a gift at Christmas (wrong shade). I have exchanged unopened items in years past, several months after purchase, without any issue, and was informed only weeks ago by Sephora employees (plural!) that I was able to exchange at any time for colour match, if unused. When I attempted to do so today, I was treated like a criminal at the first store and at the second was told that a new 60-day exchange policy had been in effect for some time - which was never communicated to me until that moment - and that they would not exchange it. I spoke with customer service on the phone and was told that the only way I could get an exchange was if I gave the store the item, trusted them to place a credit on my online account for less than the product was worth (due to a discount having been applied at the original purchase time) and I could ONLY order online and pay extra for the difference due to inflation and the discount amount not being refunded.

I will NEVER shop here again. They do not treat customers with fairness and their rigid and convoluted policies make it impossible for their employees to be able to handle their customers effectively and appropriately, not to mention they do not train their staff to let us know when such policies exist and will negatively affect us.

Inconsistent. Unreliable. Downright thievery. Goodbye Sephora, get your...