SEPHORA — Attraction in Surrey

Just came out of this store feeling humiliated. The girls are so unprofessional and DO NOT want to help. When asked for help, they gave me rubbish information on a product I wanted and handed me a product saying it is on sale. When I took to the cashier , the cashier also turned out to be so arrogant and not willing to speak politely to me. When I told them them at the cashier desk that a Sephora consultant has handed this product to me confirming it is on sale, they shrugged my response and rolled eyes. At the time I spotted the same consultant who had advised me on this particular product and asked her about this discrepancy at the cashier and asked her to help out, she also rolled her eyes and asked me to keep waiting at the cashier desk while she finishes chatting with her colleagues. She also said she will not be able to show me any open product of this item and if I want the item I have to buy it without knowing what is in it. The cashier absolutely was unwilling to help also. The store was practically empty and there were not many customers that they all were overwhelmed or anything. Unfortunately, the whole staff is so condescending at this Sephora branch and I have promised never to enter this store or let any of my friends and family enter this branch of Sephora, just to safeguard my...

I had one of the worst customer service experiences ever at this Sephora location. My friends and I came in around 7:30 PM, fully aware they close at 8. We were respectful of the time and were just grabbing a few last-minute items. Instead of being helpful or even just neutral, the staff started loudly saying things like “Let’s go girls, wrap it up, finish up!” — not once, but multiple times, as if we were inconveniencing them by shopping.

It got worse at the register. The cashier didn’t say a single word the entire time — no greeting, no “your total is,” no “have a good night.” Instead, she just scanned everything silently while rolling her eyes and giving us dirty looks. She looked genuinely annoyed that we were even there.

To make it worse, as we were leaving, another staff member started turning the lights off while we were still walking out — it was 7:58. We felt rushed, unwelcome, and honestly embarrassed.

I’ve shopped at many Sephora locations and never felt this level of hostility. We weren’t being loud or messy. We were just trying to buy products. For a brand that’s supposed to be all about customer experience and self-expression, this was a complete letdown. I won’t be returning to this location — and I’ll definitely be...

Absolutely horrified at my experience today. I have shopped at Sephora across the world and not once have I had this terrible experience. I walked in 10 minutes before the store closed to return a few items. Right away, there were three females, and they all had very poor attitude and gave me dirty looks. The girl at the cashier, who was apparently acting new didn’t know what she was doing. She took more than 15 minutes to process returns and was extremely frustrated and making comments under her breath. This other girl who claims she’s a store manager named “Roosa” yells at me to get out the store because it is 8:03 PM. I told her that is not my fault that her colleague took a long time to make these returns. I told her that there is also an item missing that she did not refund. It was pretty crazy at the poor attitude and amount of disrespect and harassment that I faced in the store today. I would encourage Sephora to play back the video footage. Never have I ever been told to get out of a store three minutes after it closed. As I mentioned, this is due to the fact that the employee took a long time to process the returns. I’m really shocked at these women being hired at the store and it’s a very poor reflection of...