SEPHORA — Attraction in Toronto

honestly had the worst customer service experience at this location ever. I went in to do a simple exchange on a foundation that I had purchased online and wanted to swap for a different shade as I picked the wrong colour initially. I was told by the cashier and manager that because I bought it on sale, and the item was no longer on sale, that I would have to pay the price difference(which was $30), which makes no sense whatsoever as I am exchanging it for the exact same product, just a different shade. When I asked why this was the case, I was given a lot of attitude from the manager and employee saying that this is their policy- even though my product was barely used, I used one pump to test the colour and was within the 60 day time frame. She then proceeded to say that this policy is written on their website and that it’s my fault that I didn’t read their return policy on their website before buying. When actually I DID check the return policy before I went in and nowhere on their website does it state that I need to pay a price difference for exchanging an item on sale. I told them that I had read it and did not see where this was written, so I asked if they could show me where this “policy” was written on the website and they spent 5 minutes looking for it and were unable to find it as well. She ended with saying that “if she wanted to be rude she would just say it is at the store’s discretion”- which essentially just sounds like an excuse to say she doesn’t want to do the exchange for me but has no good reason for it. From the start, she had this attitude that she did not want to deal with me, spoke to me in a demeaning tone and provided absolutely no empathy or understanding during my interaction with her. Regardless of if this is a “policy” or not at their store, there are much better ways she could have gone about the interaction and a much nicer way she could've said things- instead of berating me for supposedly “not reading the return policy” and making me feel like it was my fault for being unable to do a simple exchange.

Literally two days later I went to the Bloor street Sephora location and they were able to do the exchange for me with absolutely no issues, and the attitude of the employees there were so much better and more respectful than the ones at fairview. As you can tell from the other reviews, I’m not the only one who’s dealt with extremely rude staff at this location. I’ve always done most of my shopping at the fairview location and love sephora products but will not be buying stuff from this location anymore- if that’s the way you speak to your customers, I’d much rather purchase online or go to literally any...

The employee and manager in CF Fairview Mall location (Unit #2062, ON M2J 5A7) are really unprofessional and helpless. My friends stop buying products from Sephora since last year because their staff are very rude to them. Staff in this location very impatient to answer questions. For example, they'd like to say "over there" rather than give you more detail to guide where is exact location for the item you are looking for. When you want to know more about a product you are interest, they won't explain, they just say "Good for all type of the skin, if you don't like, just return back." Yesterday at 5:30PM (Nov 20, 2020), i went to this location to return my online purchase which I paid by Paypal. I have never had any issue with 30 days fully refund in any Sephora store before .But this location only offer me store credit. And the most ridiculous thing is they said "They lady who spend $600 on Dyson have no problem with store credit, why you so difficult?" I need an explanation The employee and manager in CF Fairview Mall location (Unit #2062, ON M2J 5A7) are really unprofessional and helpless. My friends stop buying products from Sephora since last year because their staff are very rude to her. Staff in this location very impatient to answer questions. For example, when you want to know more detail about a product, they won't explain, they just say "Good for all type of the skin, if you don't like, just return back." Yesterday at 5:30PM (Nov 20, 2020), i went to this location to return my online purchase which I paid by Paypal. I have never had any issue with 30 days fully refund in any Sephora store before .But this location only offer me store credit. And the most ridiculous thing is they said "They lady who spend 600 on Dyson have no problem with store credit, yours only $100, why you so difficult?" I am being Rouge for 4 years, I cannot get polite treatment cause my return value is only $100? The manager there had really poor customer service skills. I was in a really good mood when i do shopping with my bf, but the way she talk, feel judge about rich , poor, cheap products you get from us. She made me loose my temper so easy. Compare with Sephora in Scarborough Town Center, Eaton Center. Other store sales are professional and knowledgeable, cashier cash out faster, also have a warm welcome greet. The staff who stand in front of the door in this location feels cannot see any one. I will never come to this location. I suggest you don't...

This is the absolute WORST Sephora I have ever been to. If I could give a zero star, I would. Once upon a time Sephora was such an amazing customer oriented place to go. I guess 2020 and the aftermath has taken a real toll. Pathetic.

First - NO ONE greeted us. Not one person. In fact, we walked around the whole store for 15 minutes and the first verbal contact was ME saying hello to an employee who was just staring at us and had VERY OBVIOUSLY stationed herself next to where we were, watching intently, as if we were THIEVES! Even after I said hello to her, we were not asked if there was anything she could help us with. Nor were we smiled at or greeted in any way at all. Instead she continued to watch us and position herself in spots to keep watching us suspiciously as we moved around the store.

I brought my young daughter there for the first time and I had told her all about how lovely Sephora is, that the staff are so sweet & helpful and they’ll tell us where all the fun stuff is and told her we could buy the favourite lip gloss that she tried on or whatever else she saw that she liked. That should could sit in the fancy makeup chair to see herself and we’d take pictures of her first lil Sephora trip. That she’d prob even get a sample or two at checkout.

NONE OF THAT was reality.

I went to the absolute WRONG location. Not only that but the place was pathetic. In the perfume & cologne area, 70% of ALL testers on display were empty. That’s just the ones whose slots had bottles - others were missing a bottle entirely (so much for her idea of picking up a nice surprise cologne for Daddy on our trip). The tester eyeshadow palettes were dirty, messy and most of them gouged out. Same with bronzers, cream blushes etc. Actually one display of cream blushes was so filthy, with visible dirt and other particles over all of them. Gross!

Important to note, the store was NOT busy, nor was the mall. It’s the day after labour day at 2 in the afternoon, I deliberately took my daughter when it would be quieter so the staff and store wouldn’t be too hectic to accommodate our lil adventure.

All in all this is a real CRAP location. Staff sucks!...