SEPHORA — Attraction in St. Catharines

I went to the Pen Centre Sephora location today as I got free early from the passport office so thought of doing some shopping. I was not greeted or offered any help in looking for the product so I had to go ask one of the girls myself. I paid for that product. After that I started looking for makeup products and as a beginner in makeup I needed some help. I asked another lady who works there if she can help me, her reaction was not very happy as you could tell from her face. I ignored thinking sometimes we all are tired. I am not a very picky person so whatever product she suggested, I said I will buy it. In between all this process I could see she is not interested in helping me or was not giving me proper advice. After the 2 products, I asked for help in choosing two more products to which she said she will bring a new box and I should wait. After couple minutes she sent another lady who works there instead of coming herself to help me. At that point, I could sense racism around me and that did not felt very comfortable. The new lady that she sent was even worse, I was talking very nicely with her and she would not even respond properly or say things like basic manners that kids in kinder garten learn. She would not even smile whenever I said thank you to her. At that point it was very very uncomfortable I could see those people didn’t want me in the store or was very unhappy that why I am there. She started behaving very rude when I asked her to help me find the color match. She gave me a really dark color to start with, even thought I am Indian my color is fair. The color she gave me was 3-4 tones darker than my skin tone. When she finally gave me the right one I said this is matching right, her answer was I dont know you have to wear it you can decide it. After that I just said ok i will buy it and thats it I will check out. While paying I said could you please give me some samples as you guys always do. She made a weird face again and gave me one sample only after spending almost $200 at the store. I would not recommend anyone who is not white go to this store or you will feel really bad about yourself or what your skin color is because thats how these ladies make you feel. I would never take my business to this store again. I wanted to buy more products but the way I was getting treated was horrible. I hope this get addressed asap by the management as I don’t want other people to feel the way I felt today. It literally spoiled my whole day. It hard to believe that people still discriminate based on culture/race/skin color in today’s date. I wish I noted down their names but I was not at my 100% that time because of those ladies. Very disappointed...

I purchased a $250 gift card for my mom for Christmas. We went last weekend to use the card, spent two hours picking out $300 worth of product just to get to the cashier to learn the card was never activated. It was closing time, and the manager told me they couldn’t remedy the situation even though I had proof of purchase on me. I was told to call the number on the back of the card. Got home to called only to learn that the store was the only place to resolve this. At which point, it was clear the store manager just didn’t want to stay past her shift to correct an issue which should’ve taken 5min to resolve. The person on the phone couldn’t do anything but forward me to another department. Next person tried to redirect me to store and wasn’t listening when I said I had been to the store and that they couldn’t be bothered. Eventually once she realized how it’s been handled she filled out an escalation form, stating in the notes to call me so that the issue would be resolved quicker. I receive an email Tuesday of this week asking for proof of purchase, which I sent. It is now Friday and I have yet to receive a phone call or reply. I called Sephora again today to see what was going on. I was told the team that is taking care of my case doesn’t make phone calls (ummm what!?). I was told that I would have to wait another 7 days to receive an email, in which they will have determined whether or not the card is in fact inactive. Which will then take another 3-5 business days to figure out how to give me a $250 gift card that I have already paid for. I will say that today’s phone call was more productive; they escalated the case further. I have been forwarded to different departments without anyone able to fix this. I am disappointed more in the physical store and the customer service. They could’ve easily fixed this right then and there in store but because the manager just didn’t feel like it, I am having to run around trying to get my $250 back or a card with that amount on it. I will never be returning to this location.

UPDATE: turns out the card on my receipt doesn’t match the card I was given. The number of ways this store has screwed up continues to grow. Online customer service was just as useless, unhelpful and unapologetic as the store. I am surprised by their complete lack of...

Absolutely livid with the way I was treated. I’m a new mom and I’ve been looking for makeup to start over since my makeup is 8+ years. I went in and I had to find an associate myself as they were all huddled in groups around the store. The one I spoke to I asked if they had a particular eye shadow palette and showed a picture and before I could finish my sentence. She said no no nope online only. Sold out. Order it online. Fair whatever. Then I asked okay what about other palettes and same thing I didn’t get to finish to say I needed help looking for budget friendly things since I’m buying everything new. And I was told ya ya ya over there and waved I. The general direction of the store. I was hopeful someone else would come over and help and I had lost confidence in asking as I was already dettered by one associate but it was like mini cliques were in the store and they were talking about not just me but other customers in the store. Super rude.But after looking around by fluke I eventually actually found the palette I was looking for hidden in the store and I got up to the register ( this palette was on sale so it qualified for the additional 20% off) and the total rang up full price. They refused to discount when I said it was in my cart on my phone ( I just wanted to pick up in person and not wait to be shipped/ it said they had it in stock at this location) so I was told to show proof and that they could get it over ridden. Well I had no service the store and I was frustrated that they had a big sign out front saying there promo and the system couldn’t do it. I also expressed my frustration with the help I received to the manager on shift and it wasn’t until I started to walk away they were magically able to discount it. I had a similar experience with the rude and aggressive customer service back in the summer when I was about 7 months pregnant. I guess if you don’t come in looking for expensive stuff or wearing makeup they just shrug you off. 10/10 would recommend not going to this location. I definitely won’t be returning ever again. I’ll take my business to the Mapleview location...