SEPHORA — Attraction in Victoria

Went in today to pick up my online order I placed a day ago.

It was a few items and I already received my email saying my order was ready.

When I walked up to the door, there was a girl with a little table, and it had a bunch of goodies on it for some sort of promotion. It was pretty crowded, so I just tried to get into the store quickly. Because that ended up bottlenecking a bunch of people at the front of the door. There was an associate standing at the front and she didn’t even say hi when we walked in she just kinda looked at us and then I went on my way to the front.

I get to the front after waiting in line and I’m probably told that she can’t help me because there is an online pick up order section tucked away in a teeny corner near the hair care section. My friend and I are squeezed into it can only be described as a teeny little aisleway. People kept bumping into us as I tried to get the attention of two sales associates who were standing there.

When the sales associate scanned my code for my pick up order, she said that it was under a different name? I checked my account and there’s no such evidence of that but I do see that they cancelled my order. I didn’t get any notifications. Or emails about this.

I saw they cancelled it, because one item a foundation from urban decay was out of stock. One of the girls looked up and said oh that’s weird. We usually don’t cancel orders if one item is out of stock.

They said that they could just go around the store and look for my items to redo the order. Nothing was explained to me. I didn’t even know if I was refunded or not yet for the cancelled one. The other associate they asked to help me didn’t even know where the items were, and she actually ended up following me around the store while I went to go pick them out! She was nice but didn’t talk much. We went to the foundations section to get a sample of the one that was supposedly out of stock, but it turns out that all of the foundations were in stock so they cancelled my order for nothing!!

The entire reason that I made an online pick up order was to go through Klarna because I have an upcoming trip but I still needed some things and had to budget. Doing it on payments was easier and because of the stores incompetence I had to pay full price today. I also didn’t get any samples which is one of the key things that I always loved about shopping at Sephora :(

I think at this rate, it’s probably better to get your make up from a drug store or online because the service in here is not it. Also, I’m not usually that sensitive to smell, but it was so disgustingly overpowered with male cologne and perfume in there that I actually started to feel sick. That seems to be an ongoing comment amongst a lot of reviews and I think that they should take...

SEPHORA DOES NOT RESPECT PEOPLE'S SPIRITUAL/RELIGIOUS BELIEFS. THEY INFORMED ME THAT THEY COULD PROVIDE ME A SERVICE, EVEN THOUGH THEY HAD NO SYSTEM IN PLACE TO FULFILL THIS REQUEST. MANAGEMENT REFUSED TO GIVE ME A REFUND DESPITE THIS.

I am reluctant to go into restaurants/salon as my spiritual belief is to not use/consume any products with animals/animal bi-products in it, and therefore I am extremely cautious about the products I use/consume. This is something that is extremely important to me.

I went in for beauty lessons in order to learn how to do makeup and was informed that only vegan products would be used on me. Later that day, I was emailed a list of the products used and the makeup that had animal products were used on me anyways.

I had confirmed that only vegan products would be used on me repeatedly (6 times).

I called management about this and felt completely disregarded and boarderline insulted when they said “all we can do is offer you some free samples”; like free sample makes up for doing something that is very unethical. Both unethical in terms of the utter disregard of my belief/moral system as well as for the fact that they ensured me that they would be able to provide a service and failed to do so.

I want to be clear that this review is not directed towards the young makeup artist, but rather management and system as a whole. I was led to assume that they had a system in place to accommodate my request, when they instead just relied on this girl’s, on-the-spot, knowledge, (they had never even informed her before my appointment to tell her about my request for all vegan products, despite telling me they would).

I would highly discourage you from trusting Sephora if you require products that are specific to spiritual/religious needs such as Kosher, Halal or Veganism.

Hopefully Sephora will take this situation and either develop a system that allows for them to accurately provide costumers what they are telling them they provide. Or they do not lead costumers to assume that they can provide a service that they cannot in order to steal...

First, let me clarify that I've only been to this place about twice in my entire life, but this last time, in just a few days, I've been here and back for the same product more times than I've ever been before. I'm going to briefly describe the poor service, the terrible training of the staff, and the horribly rude and appalling manners of the supposedly disreputable manager who helped me when I returned my purchase. She was ridiculous when I explained my problem with the purchase from the day before. The staff didn't even know what I was talking about because they don't even know what to do or respond. I had bought and paid for one product, and they gave me another one, and I realized this when I got home and opened the product. The next day I returned to the store and asked that they give me the correct product that I had bought the day before at the same price, since obviously I was not going to pay for their mistakes since this had caused me to go back to the store a second time, waste gasoline and my time, which for me is precious, because of all this I obviously was not willing to pay more for the correct product, an expensive perfume. Well, seeing the lack of respect and on top of that charging me more money, I decided to cancel my purchase and obviously I WILL NOT STEP INTO THIS STORE AGAIN since I prefer to leave my money even if I have to pay more, but in a place where they really deserve my money. I don't understand how stores like these continue to have customers, they are shameful. Obviously, I went to Shoppers Downtown, got the product I was looking for at the same price, received the highest quality customer service from the staff, and they even gave me four 8-milliliter perfume samples. I didn't even get a face cream sample at this store. Of course, there was ridicule, laughter, and humiliation, all of which went on. Just a quick note to everyone who spends their money...