SEPHORA — Local services in Montreal

I’m writing to express my disappointment regarding my recent experience at your downtown location on December 28th, 2024. I had booked a 60-minute full-face makeup appointment for 4:00 PM with Richie, as I had an important and special event that evening—meeting my boyfriend’s family for the first time.

I arrived promptly at 3:45 PM and informed the advisor at the counter about my appointment. She asked me to wait for Richie, who was scheduled to start at 4:00 PM. Unfortunately, Richie didn’t begin the appointment until 4:30 PM. This delay was frustrating and added unnecessary stress to an already significant day for me. Despite requesting another artist to step in due to the delay, I was repeatedly told Richie would attend to me shortly, but I had to wait an additional 30 minutes.

When Richie finally started, I requested a natural look. She opted to use the Haus Labs tinted serum instead of foundation, which I initially trusted as part of the process. However, I feel that even with a natural look, my features should have been lifted and enhanced. I tried to provide input during the session, but I was so stressed and frustrated from the delayed start that I gave up on making further requests.

I also requested a list of the products used during the appointment, which I emphasized multiple times, as I wanted to restock my makeup kit. Richie assured me she would email it to me by the end of the day. It is now the Afternoon of December 31st, and I still haven’t received the list.

Adding to my disappointment, the makeup began to oxidize during the evening, leaving me with a dark, tanned appearance that made me feel uncomfortable and self-conscious. This was particularly upsetting because I had trusted Sephora for such an important occasion.

I have had a positive experience at Sephora’s Rockland location in May 2024, where the makeup was flawless and boosted my confidence. However, this time at the downtown location, the overall experience—from the delay to the results—left me feeling upset and sad.

I invested time and money into this service, including tipping Richie to show my appreciation, but I feel that the service did not meet the standards I expected from Sephora. This experience not only ruined my mood but also affected my ability to enjoy a significant moment in my life.

I kindly request that you look into this matter and provide an update on the actions taken. I apologize if my tone comes across as harsh, but this experience was deeply disappointing, and I felt compelled to share my concerns.

I look forward to hearing from you soon. Thank you for your...

VERY BAD CUSTOMER SERVICE!!!!!I had a very bad experience in this store today. I went to the store to return items ordered online. The items were in separate orders, so it required four times of manipulation. The cashier asked me why I wanted to return, and I said that those things are just not for me. I returned two lipsticks, one of which I tried earlier in store and I liked it very much, which is why I decided to purchase it later. However, when I got the lipstick and applied it, it was honestly very plain on me. The light in store is always very deceptive, either too dim or too bright which makes almost all makeup look great on most people. Then the cashier said just wanna let me know that the used lipsticks go into trash after being returned. I feel sorry about this, but I also don't want to waste money on a product that looks bad on me. They should make the light less deceptive so that people would purchase things really look good on them. The cashier is also very unprofessional about the returning process. She didn't even know how to do that, and she called the manager to come. That made me a little bit speechless was she did not tell the manager what was going on, which means I had to tell the manager myself again. Then several cashiers and the manager gathered together and spoke French that I don't understand and laugh in a kinda gossip way. This made me extremely embarrassed, because it was really like that they were talking about things like "look at the girl she bought things but can't afford it so she has to return it oh" especially I was wearing very plain clothes and my schoolbag with me. I have been VIBR member for two years, and I'm still a university students. Each time I go into the store with my schoolbag, no one EVER came up and asked if I wanted help. Can I regard this as some kind of discrimination? Common girls you are paid like minimum wage-ish and maybe you can't even afford to be a vibr ok? Sephora should really give your employers some training as least to teach them how to respect their customers? Will not shop at Sephora ever again, Pharmaprix has better discount and brands ranging from basic to high-ends. You...

If there was a star lower then this.. I would put that in my rating for this store. The store in Montreal Downtown has the worst customer service I have ever seen in my life. I usually end up going to this location because it is closer to my university..but I am never going in that store ever again..so this is what happened to me.. I went to the store after class and I was tired because of the finals and didn't have any make up on because i didn't think that was necessary and had my school bag with me.. i asked for help and the manager seemed annoyed that I asked her and she told one of her employees in french "help this one she doesn't even know what she wants and why she came here" assuming that I don't understand french. Her employee came and looked at me form top to bottom and looked as if she was annoyed that I wasn't dressed up according to her standards and every question i asked her she gave me a yes and no answer..she wanted to get rid of me and was not interested in helping me out. The same day I went back to the store with my best friend (who is Italian) their behaviour completely changed, they were asking her if she needed help.. even the same girl who didn't want to help me was giving my friend advice..I mean..i don't understand what I am suppose to think...I guess Sephora encourages discrimination and racism...because thats how I was treated in this store...Sephora if you don't want people of colour to go to your store..just say so...Im pretty sure we can find other places to spend our money..places where we don't get judged by the colour of our skin and the type of clothes we are wearing...TRUST ME not all high end stores are like that...i used to work at Tommy Hilfiger and also at Calvin Klein and theses places always told us to treat all of their clients with respect...as a solution I guess i am just going to buy whatever products i want from their original sites instead of giving Sephora business and will also encourage my family and friends to avoid this store as much as they can...YOU SUCK SEPHORA!! TEACH YOUR EMPLOYEES HOW TO RESPECT...