SEPHORA — Local services in Mississauga

The location was square one, Mississauga .. The time around 5 something on Nov 15 .

I have shopped and returned products before if not satisfied, but I ike to share a very horrible experience at the Square one location. Mostly the front representative are very friendly and understanding but this one experience has left me shaking.

The product to return was an unused, not open package of holliroots mist.

Firstly the product was purchased the last day of the 15% discount, last week I was not sure I want to use it but since it was 15% week ,I bought it thinking I will return after deciding.. That is exactly what I went to do at this location.

As a honest individual, I went up to the checkout desk. Told the rep that I did not opened or used the product , just change my mind. She took the product , opened it and commence to inspect which I did not mind, that's her job. She then told me to wait and Called her Manager, , on duty, . I was actually surprised when she did that as I I had just told her that i have not opened the package and is unused.

Thats when the most humility and embarrassing situation took place for me. The Manager, SUE LANGE bought another of the holiroot mist and started comparing , inspecting, smelling the product, although I was repeatedly telling her that I did not even opened the package and this is what is there. She insisted that my product don't have bubbles and the other product has . To protect my dignity and embarrassment I asked the Manager to bring another new bottle. That bottle was similar to my product but she still keep on insisting that it has crystals, which I don't know what she meant, of course implying that I am a liar and had tempered with the product.

At this point I was shaking all over with humiliation and aghast. I then told her , can I return the product since she is saying it is defective , that she should addressed the issue with the manufacturer as this is what the contents in the bottle are..Her blunt response was 'No'.. company policy.., we will not issue a return. . I still keep on promising and pleading that I m being honest and that I have in no way tempered with the product. It all went on deaf ears..I was in tears and helpless at this point and frankly at her mercy. I left the store very disturbed by what has happened. It was not so much of the return at this point but trying to prove my innocence.

I then called Sephora , customer service to report the incident but just received a general response back today. I have responded back to them, I m hoping that this incident will be taken seriously and dealt with.

Since I was scrutinized as a liar, the embarrassment has left me with a low feeling today morning and the look of all the other employees casting that eye at me for arguing my innocence. Pure humiliation. I am still in shock at the treatment I received by this individual. It was so demoralizing. I will never be able to forget it for awhile. I lost all excitement of shopping in Sephora. . A very disturbing experience. I do not want some one else to go...

I visited the Square One Sephora Thursday July 18 in the evening. My experience with this location was always great until my most recent visit. I am a huge fan of Sephora especially with the online platform. Never disappointed or dissatisfied with my purchases. Overall great. But I need to share this experience as it was not the best experience as past visits. Sephora as a company should be aware of this! I entered the store and as usual the store was on average busy. I was greeted by a front staff which is normally expected. I came in to color match a couple Smashbox items that were no longer offered online. The woman who decided to help me was ok until another customer approached her in the middle of our conversation. This staff member didn’t even ask me if I was ok with this and seemed to be interested in helping the other customer and almost forgot that I was there looking for her assistance. Instead of the staff person letting the customer know she was helping me and that she would call another staff person to help her she continued to assist the other customer. Not cool and very disappointed! Funny enough this staff member brushed me off to Mac next door.

I normally purchase La Mer products online as well and tend to come in to see if there are other newer skin care products that might interest me. Normally a staff member would approach me almost right away especially with that line being expensive as it is but no one came up. Another disappointment

My main goal was to color match what I was running out of. I am in my late 50’s but look like I am in my late 20’s. Don’t know what’s going on with this location and give it a huge thumbs down.

As I was walking out I noticed staff members standing around at the front entrance socializing instead of helping customers considering the store was busy.

Don’t think I will be coming back to this location very disappointed with the service that day. It’s not only this location also noticed the same thing at the Heartland location which I was there the day before. I normally come into the Square One Sephora to see new products as this store has a bigger selection of Lines.

The best experience was Sherway Gardens which I visited a month before.

Sephora - my message to you. Train your staff to show respect to your customers and be more knowledgeable about the lines you offer. Without customers you would be out of business!!!

Today I give you zero stars. Only because this platform requires one star to post it should be zero stars

Sadly as I read through the past reviews and other customers are also saying the same thing. Sephora needs to step up. Stop writing back saying what you need to say to the public and fix the issues at your Square One location. Stop hiring incompetent women who can’t do their job and that is to be helpful. This is your front line...

Poor , pathetic and horrible customer service. Employees are very rude and have no manners at all.

Edited -

I have sent an email but I am not satisfied with the response which i got.

This is the e-mail….

Dear Sephora Team,

I would like to bring to your notice that one of your stores in square one mall, Mississauga has pathetic working staff members. I have posted a review also about my bad experience with them. I am writing this e-mail because you guys had asked me for a formal e-mail so here I want to describe my experience with Sephora.

Last Sunday ( 17th July 2022) I visited the Sephora store in square one mall with my husband. He wanted to buy some of the branded products for me as a gift because it was my birthday. So as we entered and requested one of the employees to guide us as I never bought from Sephora but she ignored us. Again we called her, almost 4 times, however, no response from her side. After 2 minutes we asked another employee to help us and suggest some good products but she also refused by saying that she cannot leave her counter and seat. We were extremely shocked by seeing her expressions. This kind of poor behavior spoiled our mood and we have decided not to buy anything from Sephora in the future. As we had really never expected this type of attitude from a well-reputed company's employee.

Afterward, we requested an employee who was standing at the store's door to call your manager. We explained to her everything about their poor customer service. She also accepted that this is really unacceptable and pathetic attitude towards the customer.

But, I am very disappointed with the manager's approach too as she did not put any effort into her side to rectify her employees' mistakes. As per our experience, the staff members were not interested at all to entertain the customers.

In the end, I just want to say, if customers are there and buying your products then you guys have a job and your company is getting sales but if you guys will not maintain your customer service then I am sure many of your stores will be closing down soon because of this kind of approach people will not accept. This is beyond horrible, worst, and extremely pathetic services. I would like to suggest to you guys that before hiring staff please trained them properly in a professional way so that they can maintain your brand value and reputation also because these people are the face of your company and represent Sephora.

Finally, you guys have lost your new customer as I won't buy anything from Sephora nor will recommend others too.

Thank...