SEPHORA — Attraction in Vancouver

I wish I could give negative 5 stars.

As a consumer and an advocate for exceptional customer service, it is with great disappointment that I recount my appalling experience at the Robson Street Sephora store in Vancouver, Canada. I was not only denied the opportunity to return facial products that had caused a severe reaction on my sensitive skin, but I was also subjected to disrespectful treatment by the store's manager, Nicole. This incident has left me deeply dissatisfied with Sephora's policies and practices, and I feel compelled to share my harrowing encounter.

Upon purchasing the facial products, I explicitly inquired about their suitability for sensitive skin. The sales manager confidently reassured me that these items were derived from natural ingredients and posed no risk to individuals with sensitive skin. Trusting her expertise, I made the purchase in good faith, only to discover the distressing reality later on.

When I approached the store for a refund due to the adverse reaction I experienced, I was shocked to learn that I would not be eligible for a refund. The primary reason cited by the store's staff was that the 30-day return policy had expired. However, during the purchase, I distinctly remember being informed by the same sales manager, that I had 60 days to return the products for a full refund. This contradiction left me feeling deceived and cheated.

In an attempt to find a resolution, I engaged in a conversation with Nicole, the store manager. However, instead of addressing my concerns or empathizing with my predicament, she displayed a dismissive and rude attitude. To my utter disbelief, in the midst of our discussion, she abruptly walked away without a word, leaving me bewildered and humiliated. Such behavior from a store manager is utterly unacceptable and reflects a severe lack of professionalism and basic courtesy.

Following this distressing encounter, I reached out to Sephora's head office in hopes of rectifying the situation. Regrettably, my efforts were met with disappointment once again. The representatives at the head office not only failed to acknowledge the gravity of my experience but also blindly sided with Nicole's decision to deny me a refund. This indifference to customer satisfaction only reinforces the lack of accountability within Sephora's management structure.

My unfortunate experience at this store has left an indelible mark on my perception of the company. The misleading product claims, refusal to honor the promised return period, and the disrespectful behavior exhibited by Nicole, the store manager, have shattered my trust in Sephora's commitment to customer service. I am still demanding a full refund for the unsuitable and harmful products I purchased. Furthermore, I have resolved never to set foot in a Sephora store again and will discourage friends and colleagues from patronizing this establishment. Sephora must address these grave concerns and take immediate steps to ensure that no other customer is subjected to such...

After I came out of the store, I tried to let go of my bad experience but it still lingers in my mind somehow, I feel like I should write it out.

I went to the store to process a refund and I wanted to try out another lipstick that fits me more. Again, I return 1 and buy 1, revenue still stays with Sephora somehow.

I approached the cashier and the girl who served me out at the counter was ridiculously rude and very impolite. No greetings at all, straightly asked me to enter my phone number, meanwhile I was also trying my best to find the receipt on my phone. However, she confirmed my Email address which at the moment I had no idea I had 2 Email addresses when she was confirming. She raised her voice that she only saw me bought 2 MAC & 1 YSL before but the one I bought was Giorgio Armani.

I have no clue why she was so loud saying it. I told her to bear with me a moment, I was trying my best to keep looking for the receipt.

While she was waiting, she opened the lipstick and “look into it” asking if I had used it or not, I said, “Yes, I did use it, but I don’t like the colour.” She didn’t reply to say more, this behavior made me feel extremely uncomfortable and awkward. I’m already feeling embarrassed enough that I am returning something that I’ve used and it will only go to the trash because is not re-sellable. But the way she made it kind of expanded my embarrassment in a drastic way like I’m a cheap bitxx, returning something that I’ve used…

I asked her if there was anything I could do more because meanwhile I also couldn’t find the receipt, she simply said that providing a receipt was the only way. She didn’t offer any further help with seeking management support.

I noticed I might need a longer time than anticipated, so I glanced my back a bit and saw a few people lining up, I told her that she could serve others first, but I would need a bit more time.

I couldn’t catch what she said only the senescence was like “I will be going upstairs.” I’m not sure if she asked me to go upstairs or not, but then I heard that she was telling that “I’m going for my 15” toward her walkie to the team.

I stepped aside like I was lost, her attitude made me so uncomfortable and disrespectful.

I decided to call it out on her to speak with a manager. Additionally, I’m very sure that I bought the lipstick after getting my receipt or at least I have the purchase record. Finally, the manager was able to help me out by finding out the problem that I happened to have 2 Email addresses which I wasn’t aware of at all.

If you’re in a rush to take your break or you can’t skip over/postpone your break which would impact others, radio your team/manager instead of rushing off like that, managers are there to support you to perform your job better or at least they...

I had a truly frustrating experience at Sephora that I feel compelled to share. I went in excited to treat myself with a professional makeup application for a fashion show I was attending. I told the artist that I wanted her to have full creative freedom, with the only specific request being that my eyeshadow look nice and that I feel beautiful. I also mentioned that because of my hooded eyelids, she should be careful with the eyeshadow and lashes. She assured me she understood.

Unfortunately, it was clear she didn’t. First, the shade she chose for my foundation was completely off, leaving me with an unnatural skin tone. Then, when it came to the lashes, she applied them incorrectly—on my eyelid instead of the lash line. For the eyeshadow, she opted for light brown tones, claiming it was to avoid "distracting from my earrings." But that wasn’t what I had asked for at all. I kept trying to trust the process, but it only got worse. At one point, I had to take the lash off myself and show her how to apply it properly. When I pointed out the mistake, she told me, “Oh, I didn’t want to irritate your eye,” but I knew that wasn’t the case—she just didn’t know what she was doing.

She tried to cover it up with thick black liner, which only made the situation worse, and she kept saying, “It won’t stay down.” I explained that the issue was layering the liner and lashes immediately after one another, but it didn’t seem to register with her.

In the end, I looked awful. My husband even laughed when he saw the result because it was so far from what I had hoped for. I had to rush home to remove everything and barely made it to my event on time. To make matters worse, Hailey pointed out a tip option at the end, which felt completely absurd considering I was about to wash off $70 worth of makeup that I didn’t even want. Needless to say, I didn’t tip.

I wouldn’t recommend her to anyone. The experience was disappointing, and I left feeling...