SEPHORA — Local services in Toronto

This happens at almost every Sephora but this specific location is the one where I’ve had back to back stupidness.

One time I came in to check out concealer I was swatching myself (because the two times before this I got scanned by the app from this store and another and it colour matched me as a brown orange like a shade 5/6 when I am a light olive about a shade 2.

As I was swatching (mind you it had been maybe not even 5 minutes in) multiple employees kept asking if I needed help and wanted a basket. I kept saying no to each one and another employee down the aisle that would see that same interaction would come up next. As someone that works retail and gets constant theft I know the tática ask if they need help if they need a basket do the figure 8 etc. it’s frustrating because I didn’t do anything shady that would tic me off if I seen a customer doing it. I simply came in and was swatching a couple brands. As a black woman / woman of colour these interactions are very uncomfortable.

Today I came back to this location for a foundation cause the concealer I initially found and liked is too small and expensive to be using so quickly as a face foundation so I wanted to find a matching foundation to the concealer I normally buy it’s just hard to find light and olive colour matches hence why I asked her what brands she thinks will work best for me. Instead of answering she asked to scan me and I told her I didn’t have the best experiences I’d prefer not too but I’m open to trying again, she said to try it again and I said okay (just to prove my point and get her to answer my question) she scanned me and again it showed shades too dark and orange. If she knew her job or was good at it she would’ve seen a 4-6 is way to dark or a shade for me and tried to do swatches manually herself. I told her immediately that it’s too dark and orange / pink to the bottles she brought based off the scan, she then said she was gonna check for similar shades or see the other recommendations (based off the scan) which if we already concluded scanned me as dark and I told you this has happened before why would you proceed and not match me based off what I showed you and try testing some products out.

I’m not typing this great I’m just frustrated and all and all hope you do better at training your staff; w profiling/racism, customer service, colour theory, and product knowledge.

I’ve inserted below some photos marking the concealer shade I use and wanting her to tell me good olive toned brands and maybe help swatch vs the scans she saw and suggested for me. (The marking in the deep 5 shade was from my previous scan...

I normally love going to Sephora and get great customer service! however this was my first time at the Dufferin mall location I dealt with the manager named JEMMA who made me wait a good 7 to 10 minutes at the cash register while she finished catching up with what seem to be her friend they weren’t speaking about any product or any purchase or any return. They were just catching up while me and a huge line of people waited on a Saturday afternoon Sephora’s busiest day. Jemma was extremely rude to me she questioned me as to why I returned my item after two weeks rather than sooner seeing as it gave me an allergic reaction. Not that it’s any of her business but my my rash and itchy hands got progressively worse I didn’t notice it right away. I thought maybe it wasn’t my soap or something I had eaten however, when I went to the doctor, he advised me to stop using the hand lotion, which is why I wanted to return it I had to explain this to her in front of a bunch of strangers in a packed cash register KEEP IN MIND I was within the 30 days which is Sephora’s return policy regardless of whether or not you’ve used the item it was not an empty bottle there was more than 50% of the lotion still in the bottle but she didn’t want to return it and kept questioning me as to why it took me so long if I did in fact have an allergic reaction I didn’t appreciate her questioning me and I don’t think she realize that I know their policy better than her when she’s the manager and she acted as if she was doing me a favour in the end, she told me she would make a one time exception, which I also didn’t appreciate because she’s not doing me any favors. It’s literally their policy. Please fire this lady. She’s...

I went to the Sephora Dufferin Mall location on a Friday last week, there was not many people in the store. I knew I what I wanted and asked where I could find the benefit kiosk. I asked the person at the front and they guided me there. They had asked if there was anything else that I may need. I explained I was about to take a vacation and needed particular products they were not strong scented. They then called for another beauty expert. As that beauty expert was assisting me they stated to me that the manager is calling them to serve ANOTHER customer. Needless to say I was dumbfounded. I then went back to the person who originally showed me the product I requested and explained to them how I thought it was rude for that other person to be called away not knowing I was speaking with the manager. I thought to myself I’m going to leave before I lose my temper. I went to checkout and asked for the manager. The person who I spoke with last came, and stated I guess you still want to talk. I pulled them to the side. I stated I have been in customer service for over 40 years and I would never leave someone who I’m still helping. The pseudo apology I received and the excuse of helping another customer in need was pathetic. This “manager” was talking with 2 other workers why couldn’t one of them help that other customer? There are hardly any customers in the store. Bottom line I have unsubscribed to Sephora, and would rather shop for cosmetics...