SEPHORA — Local services in Toronto

I give it two stars (edit: updated to 1 star after reading a pattern of reviews like this one) for location because its great having a store so close to home but the set up is not efficient and my experience with staff last time I was in was very disappointing.

I came to this location after a 9 hour day of work just to get in and out with ONE item. Nothing else. I walked in and was greeted with a stoned-face sales person staring at me, until I smiled and said hello. They kind of said hello under their breath so I just kept walking. I walked to one isle on the far left to see if another item I thought of was in stock - I was followed by this sales person. Then I went to the next isle to look at another product because why not I'm in the store - followed. I noticed this following so, purposefully, went to each isle to browse and guess what - followed. There were 10 other people (non-black) in the store. I was the only person being followed. Not once did this person ask me if I needed help she was just following me around the store watching what I was doing. I end up picking up the one item I needed and was still being followed to the cashier - again not once did this person ask me what I was looking for or if I needed assistance.

I then proceed to stand behind some customers already at check out because I was paying cash - there are no checkout counters in this store so you kind of have to guess where to stand to be next in line so I stook directly behind the cashier. Another customer came to the check out after me to do a return as I was waiting. A sales person then came told the new customer to stand to the right instead (there is no indication or sign about where to stand, which is not helpful) and not me, the person who was already clearly standing there for 5-10 minutes already. I was ignored.

So I move to where heard to stand and said OUTLOUD to the sales person, the check out person AND the new customer that I was first in line because I got here before this new customer. Everyone ignored me.

A second sales person came over and asked if I was paying by cash or card, I said cash and was told to continue standing where I was, which was no problem. I said a second time to everyone there that I was next.

AS SOON AS the check out person was finished, she looked at me dead in my face and proceeded to help the new customer who handed them their return. So not only is this customer ignoring what I've said twice (which is not in Sephora's control), but the check out clerk who also heard me twice just deliberately skipped me. Before she could even start the return I interrupt and repeat myself for a THIRD TIME that I was next and I just wanted to leave. By this time I've already been waiting in line 15 minutes for one customer to be checked out - again inefficient.

Not only was I disgusted by the racial profiling and stalking going on as soon as I walked in the store and during my shopping, but to be then completely ignored by the check out person in front of me just made me feel totally unwelcomed. I work in a law firm and was still in my office/work clothes so I know its not because of what I was wearing. I was the only black person in the store and they MADE SURE I felt that. If you're black, I would be weary of visiting this location unless you want to feel completely made uncomfortable by the staff.

This location needs serious staff training because the entire experience was unprofessional and seriously gave me the ICK!!

EDIT: Just now finished looking at the other reviews for this location after I wrote this and noticed a pattern of racial profiling, rudeness, lack of knowledge and overall unprofessionalism. So, this review is just another drop in the bucket....

I visited Sephora at The Well on April 26, 2025, during the Dior event. Unfortunately, the Dior representative on-site — a slim lady with very short, blonde-dyed hair — showed very rude and unprofessional behavior.

She explained products with a dismissive attitude and became noticeably unfriendly if you didn’t immediately purchase. Even after buying a Dior product over $100, she was reluctant to provide the promotional pouch, insisting on additional purchases, which is not consistent with Dior’s usual customer experience. As a loyal Dior fan, I was also surprised by her lack of product knowledge — she made several mistakes while explaining the products. It’s disappointing to see such a poor and rude representation of a luxury brand like Dior. However, I visited the same Sephora location again on April 29, 2025, for a return — and sadly had another disappointing experience. The staff member who assisted me was extremely cold and unprofessional. She spoke in a rude, robotic tone, asked unnecessary questions, and acted as if helping customers was a burden.

No smile, no proper communication, and zero effort to make the interaction respectful or pleasant. I was the only customer there, yet it felt like she just didn’t want to do her job.

I will not return to this Sephora location again. Poor service, lack of basic courtesy, and repeated unpleasant...

The product quality has really declined and at this point it feels like there are like 10 Sephora employees there to assist you and help you with any queries, however I feel that after multiple visits, that Sephoras only aim is to assist people who are ready to “check out”. However, if you’re there looking to get help with a product or if you’re waiting in line to return something, you will be waiting a minimum of 30 minutes to have someone assist you. This time, I have been waiting for the last 25 minutes in line, so that someone could help me return items I purchased. And during this 25 mins, atleast 3 different people have asked me if I need any assistance to check out, or if I’m looking to pay by card. This has been quiet in a frustrating process, and I personally feel that the beauty boutique at the shoppers in the Well, will give you such a better...