SEPHORA — Attraction in Surrey

It is SO bad! I want to give you a zero. But, that's not possible, so I give you... a one.

My mom and I have been to this location several times because it's closest to us, but we never get approached by workers. Terrible customer service resulted in me leaving a poor review.

Due to not getting approached, I had to walk to the back of the store and ask two girls that were about to head out for break, to see if they could simply get me some help.

An extremely slim caked up somali girl and her short filipina friend with a heavy set of lash extensions rolled their eyes at me while I was describing what I needed help with. They were waiting to get checked before leaving, just standing around, talking and wasting time. They responded with "yeah... well we're on break we'll get someone else to help out".

As I walked over to the Sephora section, I heard the half-starved somali dramatically (and very loudly) ask the filipina "She think I'm the police or something?!" due to me describing what I needed help with.

First off, it's quite obvious these girls are either still in high school or recent high school grads because I know for a fact that a 20-something wouldn't be dumb enough to talk about a customer in front of them. Secondly, I work in the Marketing industry and visited this location yesterday to spend money... I can tell you as a BCIT MarCom graduate, that hiring people with this type of attitude/behaviour is a low ROI. Teenagers = terrible customer service.

Do yourself a favour and stop hiring immature teenagers who are going to talk about customers in front of them. Instead, hire people who actually have interest in Cosmetology. By allowing this to continue, you show that the managers (including the Store Manager) do not care about their sales or customers.

I'd much rather go to Metrotown or Richmond Sephora which is farther, but provides outstanding customer service than visit this lousy...

Really bad customer service. I went there to return the shampoo which i bought online cost me about $119 and I received those shampoos on april 26, 2022 so i thought i still have till may 26 to return it as i was very busy. So i went there cashier told me they can only give me credit as its after 30 days so i explained her the situation and she talked with manager Rachael but she said she can only give me credit which doesn't get expire but she failed to tell me that i cannot use the credit online. I came out of the store and checked the card and it said store credit only. I went back to store and talked with manager that store credit is not good for me as the shampoo that i want to buy is available only online. Instead of understanding she kept on saying its our store policy. so i said please give me shampoo back, i will send the shampoo back in a mail. but she said i cannot give shampoo back as we discard it right away and she was very rude about it. I want to know where is customer service gone. Atleast tell the customer what u giving them fully while returning the shampoo. I spent more than $100 on the shampoo set. what a bad customer service. Manager Rachael should have some managing skills instead of just standing there and keep on repeating same thing and being very rude about it. I told her if i knew that i would only get store credit i would have returned the item by mail, but she accused me about lying and said u should know about it before. I even told her that i already talked with customer service and they said they will return the item and give full refund if i send the item by mail. I just came to the store because i thought i will save time by coming...

If you are a woman of colour, stay away from this store. I have been there three times in total (today being the most recent) and each time, I see the staff would ask everyone if they needed help and not even glance at me, except when I first enter, then they think I came in to shop lift and their gaze follows me. I have never had an experience like that anywhere else before! Today, there were less than 10 (maybe 5 or 6 max) customers when I walked in, but over 5 available employees and not one asked if they can help or if I was finding everything I needed. NOT ONE! On my way out, I saw a Caucasian woman walk in and it looked like they were all racing to get to her. I went to the Sephora in Bellingham, WA for the first time last year and my experience was the complete opposite! I almost didn't want to enter the Bellingham store because I had a similar experience (not as bad as the Guildford store) in Burlington, Ontario a couple of years ago and vowed never to enter Sephora again. I told myself I'd take my business elsewhere (The Bay anyone?), but after my very pleasant experience in Bellingham, WA, I decided to give the Guildford store a chance. After 3 horrible experience because of me being a woman of colour, then I guess that's it. What I went in to purchase, I will definitely go across the border for (people don't go to across the border for a $20 purchase). Sephora Guildford needs to take some customer service courses. Look Dr. Don Carmont up. He'll surely be able to help in every aspect of improving customer service and customer satisfaction from the manager down! If these men and women don't want to assist people, then why work at a place where it's a...