SEPHORA — Attraction in Toronto

Went into this Sephora today to get a concealer and figure out my shade and honestly this was one of the most unprofessional experiences I’ve ever had at a Sephora. At first one of the workers started helping me but as soon as I said I didn’t know my shade she told me to wait and then completely disappeared. I stood there waiting thinking she’d come back but she never did. When I looked around she was helping other customers like I didn’t even exist. When she finally noticed me still standing there she said she’d send someone else to help me. That took another 15–20 minutes which is ridiculous. Then the second girl came and while she helped me find my shade she completely ignored what I said. I told her I wanted one shade brighter for my under eyes but instead of listening she said “You don’t need to make your face look white or brighter just get shade 6” like she knew better than I did what I wanted. She said all that just because they didn’t have the lighter shade and wanted me to buy the normal shade so she could make a sale which was honestly embarrassing and unprofessional of her. When I asked about her skincare because her skin looked glowing, she started pretending she’d recommend her routine. She gave me two toners then kept adding more and more skincare products into my basket claiming she uses all of them herself. After we were done she even came back saying, “Oh, I use this too” and tried to make me grab that as well. It was all about pushing products, not actually helping. The worst part was how pushy she got. Even after I said I wanted to look around first she kept coming back MULTIPLE TIMES asking if I was ready to check out. When I said I was looking for a Huda Beauty eyeshadow and mentioned I’d rather get it from Huda’s website because of an upcoming sale she made a sad face and told me “No you should buy it from our store.” Like what?? That’s not how you treat customers that’s just being desperate for sales. She on top of that asked me if I wanted to buy any blushes out of nowhere?? She was really desperate to make sales. Both workers were unprofessional. The first one literally abandoned me mid help and the second one acted like a pushy salesperson instead of someone who actually cared about helping me. I went in excited to get my products but because of how they treated me I ended up not buying anything at all. I just told myself it’s better to use the skincare products I already have at home than give money to a store that treats customers like this. Left uncomfortable and honestly disappointed. When I shop at Sephora I expect respect patience and the FREEDOM to look around not to be pressured. I’ve never had an experience this bad at Sephora before. I don’t recommend this location to nobody!! They don’t care about helping customers they only care about...

I have been to this location few times and everytime the experience was not good. 1st I went around this location’s grand opening to check out if there’s anything special / promotion as their grand opening. I was offered assistance few time and didn’t need any at the beginning. When I finally needed assistance, I had to walk around the store to find someone, that’s understandable to me since the store was super busy. When I finally was able to find one, I asked for a skin care product(I forgot which one as I often buy from Sephora), she said the location doesn’t carry that brand. Then she suddenly rushed away (without saying anything during our conversation), I thought she wanted to show me something so I followed her. It ended up she was going to another staff(maybe it was the store manager). When her and the other staff realized I was standing there confused, then they asked if I needed anything and called another staff to come help me. She didn’t even remember me, who just talked to her few mins ago. 2nd the location for the online order pick up sign never have a staff around, everytime I ordered pick up in store, I had to go stand in the checkout line because you can’t find a staff around. This defeats the purpose for ordering as in store pickup, I chose this option so I can spend the minimal time in store. 3nd few days ago when I went to pick up my item, there was no one in the cashier line and there was a staff (if I remember correctly, it’s the same one as my 1st grand opening visit) at the cashier. I stood there few mins and she never assisted me or let me know she will help me in a few mins (like never acknowledge me), instead she called someone else to come over to the cashier then walk away ( I went at a non busy time, barely any other customer in store, so clearly she wasn’t busy helping another customer) . The cashier she called over was very nice tho. I would probably not come back to this location anymore because I never experience this unwelcomeness from any other Sephora’s location. I’m just gonna go to the Fairview...

This complaint is SPECIFICALLY for Harumi (not sure about the spelling of her name, as the staff would not give me that information when I called). My mom and I visited this location at roughly around 2:30-2:45 today (Jan 13th, 2025) and had the ONLY RACIST EXPERIENCE I've ever had at any Sephora. We visit almost weekly because our gym is nearby and we have a usual staff member who helps us. However, today we decided to visit at a different time than usual and had the violating experience of being stalked around the store by a staff member named Harumi. My mom and I are Black and for some mysterious :/ reason, Harumi followed us from the perfume section to the Makeup Forever area to the Rare beauty area - all of which on are in different areas of the store. We had just received a store credit for a $200+ perfume, so it's obvious that we spend money in Sephora and have that ability to do so. However, that didn't stop her from peering in our bag as we headed towards the door (it was empty because we'd just made a return, obviously). When she had to briefly go to the cash, she sent another staff member (a shorter Asian woman) to keep an eye on us. I told her quite directly that we didn't want to be followed and was met with a condescending jumble of words and the most disingenuous facial expression I'd ever seen. It wasn't just being looked at or watched. She was so close to us, WE COULD HAVE HUGGED. This is not an exaggeration. I'm insulted and disgusted. When I called the store after leaving, to make sure I had the right name and complain to a supervisor, I was told that I'd have to come in person to complain. The idea that they would expect us to happily return to an environment where we were just harassed is a mystery to me. We've contacted corporate and are waiting...