SEPHORA — Attraction in Richmond Hill

If I could give zero stars, I absolutely would.

My experience at Sephora Hillcrest Mall on June 23rd, around 6–7 PM was appalling, disrespectful, and honestly, unforgettable for all the wrong reasons. I walked in simply to try a few blushes and make a purchase. After testing several shades, I was fortunate to find a kind and professional staff member who was genuinely helpful. I politely asked her if she could apply the blush on my cheek, because swatching it on my hand never gives me a true sense of the color. She kindly agreed and started applying it for me ,something I’ve had done at many other Sephora stores without any issue. But then, Davi (I don’t know if she’s a manager or just a senior staff member) walked by and, with a rude and cold tone, said out loud to her colleague in front of me: “You’re not supposed to do that for customers.” I was shocked. Not just by what she said , but how she said it. Her tone was condescending, dismissive, and honestly made me feel like I was doing something wrong. In that moment, I felt completely humiliated and belittled, as if I was some nuisance, or didn’t deserve the same level of service and respect other customers do. Let me make one thing clear: I am a paying customer. I came to this store to spend my money. I asked for help politely and was treated as if I was a burden. That’s unacceptable. Even if what the staff member was doing went against store policy (which I doubt), there is a professional and respectful way to handle it. Davi could have pulled her colleague aside after I had left. She could have said it through the headset , that’s what it’s there for. But instead, she chose to correct and shame her colleague in front of me, ruining the entire customer experience. This is not my first negative encounter at this location ,it’s the third time I’ve walked out feeling disappointed by rude or uninterested staff. But this time was the final straw. I’ve shopped at many Sephora locations across Canada, and never “ never “ have I experienced this kind of unprofessional behavior. If you expect to be treated with basic courtesy and respect, do not shop at Sephora Hillcrest Mall. The management clearly needs to retrain their staff , or better yet, replace them with people who actually understand what customer service means.

Absolutely...

The manager Davey, was super disrespectful to myself and my grandmother. I went into this Sephora with my grandma so we could purchase a blush. Once we arrived at home my grandmother opened it and we realized there was no product inside the container we just bought. We came back to this Sephora a few weeks later to exchange this blush for a new one and the manager gave us a super hard time. We told the cashier what had happened and she seemed super understanding but then when getting the situation approved by the manager, the manager told us we had to go through customer service “as there is less than 75% of the product missing”. I have been shopping at Sephora for years and I am a frequent shopper at this store, and have never had this issue with any manager at any Sephora location but this one. I re-explained the entire story to the manger that I just explained to the cashier and she still gave no sympathy or respect to us as customers. If this location sold us something that had 0 product, or was even a tad damaged, it is their responsibility to replace it as literally stated in their return and exchange policy. I explained to the manager that no other store would give us a hard time like she was. We went to another Sephora location right after this and we got the exchange done within a blink of an eye and with no issues. This manager seemed to like the power she is capable of holding with no regard to how she makes her customers feel. Will NOT be coming back here and recommend that you do not recommend that you go and support this...

Really love shopping at this Sephora in Hillcrest Mall. Staff are super friendly, welcoming and very helpful. I have been using the same shade of powder foundation for the last 3 years. So I ordered the same shade of my bareMinerals powder foundation online last Summer with my Ordinary Serums. I didn’t do too much make up these days due to pandemic and I recently found that shade didn’t match my skin color anymore. The sad news was I lost my receipt and couldn’t retrieve any record of my purchase. My plan was trying to get it exchanged with a right color or store credit. I spoke to a lovely associate, Tania, she suggested to contact the customer service to get further assistance since the purchase was a while ago. But Tania turned the whole conversation into another sale and she assisted to find the right shade for me. Tania recommend another new powder fountain for me. With 30 different shade of this Make Up Forever foundation, she was able to pick the perfect right shade for me with one attempt. When I lined up to meet another associate, Rabia at the counter, she was very nice and taking time to help tracking my purchase record but no result still. She also suggested to call customer service to get further assistance. Both ladies are cheerful and full of characters, I further purchased another 2 items from the counter even with no result getting my powder foundation exchanged. I am a very happy customer w Sephora. I will contact the customer service and hope to get some...