SEPHORA — Local services in St. John's

Sephora St. John’s – Unprofessional and Confrontational Staff (incident occurred December 23, 2025 between 2 PM and 3 PM)

I had a deeply disappointing experience at this store. The fragrance area on the store entrance is poorly set up, with no clear signage indicating that boxed perfumes should not be opened or that testers are located elsewhere, which creates unnecessary confusion for customers. A front-door staff member abruptly took a box from my hands, even while I was explaining that I intended to purchase it. Only afterward was I told about the tester location. After testing the perfume and returning to pick up the box to buy it, another staff member confronted me aggressively, standing inches from my face and speaking in a hostile manner. When I stated that the situation could be handled better, she responded loudly and confrontationally in front of other customers and staff, leaving me feeling humiliated and disrespected.

The demeanor and conduct of the staff were not in line with Sephora’s brand or values, pointing to a need for proper customer-service training and better support for staff.

Although I did purchase the perfume, I left the store feeling uncomfortable and unhappy with the experience, and it has significantly affected my willingness to return to this location. Sephora is known for customer care, and what I experienced here fell well below that standard.

Clearer displays and serious improvement in staff training and professionalism are urgently need.

Good afternoon all! It saddens me to post a review like this for a shop that I love!! We have hardly anywhere in NL to get all our favourites in one place and for the prices, the amount of employees on, a little help to costumers would go a long way. Please! This morning I visited the location. After walking around for about 15 mins I finally asked someone for assistance. She showed me a product that was a dupe of something I already have, when she realized her suggestion was out of stock she changed her mind and gave the recommendation a shade brighter. I told her I already had the dupe!! Same shades. I asked if I could test it (maybe it looked different on) she gave me a stick, strung a few mumbles together and walked away. I understand that testing is difficult now so I appreciated that but I’m sick of buying lip combos that don’t match. No help there! Do better Sephora NL, costumers are not always trained and sometimes need your help.

Worst customer service I ever had in my life. I was there today around 7 pm to get a perfume. Judgmental looks right away because i wasnt dressed "wealthy". As soon as the lady handed me the box with perfume she went "I can bill you out now, you paying cash or card?" I was flabbergasted. I told her I'm not done shopping yet, she said "let me know when you're done" and turned around unsatisfied. Then she proceeded to stare at me and each step i made. I didn't want to stay there anymore since I felt uncomfortable. I came to her to bill out, she did everything and in the end THREW the perfumes in bag. I myself work in customer service and it's unacceptable behavior! Teach your employees how to talk with customers or if you're so scared that someone gonna steal something then work on it different way! Edited: Her name wasn't on the receipt so only way I can describe her looks was mask on, brown skin and dark hair.