SEPHORA — Local services in Toronto

I came into Sephora on Monday, June 9, 2025 with a long list of makeup products recommended to me by a professional makeup artist (not from Sephora). I explained my situation to a staff and made it VERY clear to the staff that I was completely overwhelmed, that I don't normally wear makeup, and that I needed help finding brushes and products for my wedding elopement. I was ready to spend over $500 in one visit. They reassured me it wouldn’t be a problem and assigned someone to help. When I first walked in, I wandered around the store trying to find things on my list and was clearly looking lost, but despite the number of consultants just standing around chatting or fixing displays, not one person offered to help me until I flagged someone down.

The consultant they brought over was clearly annoyed (lot of eye rolling) from the start but tried to help. A lot of the products I needed were out of stock, so I asked for alternatives and tried one of the suggested palettes on my eyes. She helped me adjust it slightly, and within maybe 10 minutes max, someone who I assume was the manager came over, pulled her away, and proceeded to lecture me like I was doing something wrong.

She sternly told me I should have booked and paid for a makeup lesson if I wanted that much help, reminded me repeatedly that no one is allowed to apply makeup on me (which again, I didn’t know), and warned that the next consultant could be pulled away too. I was shocked. If there are policies like this, maybe inform people before helping them instead of embarrassing them on the floor like they’re doing something wrong. Or put up some signs.

I haven’t shopped at Sephora in years, but I remembered staff being helpful and hands-on in the past. Everytime I wanted to try something, they always offered to apply it for me and taught me how to use the product. I had no idea the service had become so cold and rigid. And to top it off, the original consultant was reassigned to be the greeter at the door. Really? That was more important than helping a paying customer?

I had to reexplain everything to the new consultant, who told me that everything that the original consultant had recommended, was actually out of stock, so not sure why the original consultant even recommended them.

I ended up going to Shoppers afterwards, where a rep approached me without asking, helped me with various products, and even applied the product on my skin, without attitude, without making me feel like a burden and without me feeling bad for simply just being a customer!

If you’re feeling lost or new to makeup, don’t waste your time at Sephora. The consultants here seem more concerned with enforcing arbitrary rules than actually helping people. Go to Shoppers instead or anywhere else really. They’ll treat you with kindness...

June 29, 2024 No follow up August 03, 2023 No one called me to follow up with my complaint June 29, 2023 No one called me to follow up with my complaint Update June 20th, 2023 No one called me to follow up with my complaint —----------------- Update February 21,2023 One month ago, I called and emailed the customer service, with the description what had happened in Sephora. No one did followed up with me yet. I will put more updates here each month regarding this matter. ----—---------------------- I am extremely disappointed with the customer service I received at the Sephora store in Eaton Centre, Toronto. I wish I could rate it zero stars. The encounter with the staff, particularly a woman named Samiya or Saniya, left me feeling frustrated and disrespected.

On Black Friday 2022, my sister and I planned to spend $1000 on gifts for our family members. Since we lacked knowledge about facial makeup, I approached a staff member for assistance. Unfortunately, the assigned staff member was unable to provide clear instructions on how to apply the makeup. Her communication was limited to phrases like "this product is good for you," which did not fulfill our need for detailed guidance and product options. It became evident that she lacked the necessary expertise and communication skills to assist us effectively.

Realizing the staff member's limitations, I politely asked to speak with a manager. That's when Saniya, a woman wearing a black hijab and a black mask, was brought to us. I'm uncertain about the exact spelling of her name, but it resembled "Saniya." I explained to her that we required a staff member who could offer thorough explanations and instructions for the products. To my surprise, Saniya responded defensively and took the request personally. She launched into a verbal attack, accusing me of being rude simply for seeking better assistance with our substantial purchase.

Saniya's unprofessional behavior, dishonesty, and arrogance became apparent during the conversation. When I asked if she was the owner of the entire Sephora branch in Eaton Centre, Toronto, she falsely claimed to be the owner. However, I later confirmed with another staff member that this was not the case. Frustrated and humiliated by Saniya's sarcastic and condescending tone, I decided to leave the store without making any purchases. I expressed my dissatisfaction and informed Saniya that we would not be buying anything from that branch.

I am deeply disappointed that a team leader like Saniya lacks the basic customer service skills necessary to handle customers' concerns. This experience not only ruined our visit to the store but also wasted our time and energy. In the end, we ended up making our purchases at...

I passed by here with a friend who is newer to skincare one Sunday. The shop is busy (as expected, I usually go to Yorkdale as it is closer, but its about the same level of busy-ness), and it was a bit hard finding someone to help as everyone was occupied. I was finally able to get help from someone who was amazing. It was an older lady who said she works there part time among her other job. I had two products i was deciding between, a new one, and one I tried before, to help with my hyperpigmentation. I have tried about 12 different products from Sephora in the past, have also tried products from many other brands, and I do currently seek professional treatment and higher strength products. But I still like trying newer things if there is hope. When i did ask, she was upfront and hold me its a waste of money, better to get a prescription or seek professional help. I do appreciate her honesty, especially since she also struggled with her who skin problems that was only solved through a professional. As she continued to assist my friend with charcoal masks and acne care, I went to look at foundation as I finished my 'Makeup Forever' one, and the one I got from NYX was much darker than I expected. I have a dilemma as I not only have hyperpigmentation scars, but my face is also quite a few shades darker than my next. In the past, I would pick a foundation that simply did well making my face more even, but I was hoping to find one that matched the rest of my skin better without making me look pale or ghosty. I was checking out the Sephora line, and came across 3 foundations that were closer to my tone, but they were also very similar to each other (as shown in the pic). The lighting in the store is quite dark and purplish, so it was super hard telling them apart, and I wouldn't even dare trying to match myself in that setting. I asked another lady for help to match me. She took her time taking off some of my makeup and trying them on me, and we both agreed on what matched well with my neck and face. I have yet to try it at home, but I do appreciate the help and feel confident about it. I'm surprised I didn't even notice they had their own line until that day...perhaps cause in the past, when Id ask someone about a foundation, the'll bring my attention to other lines, but I'm actually happy that Sephora has a line and that it has so many options. There was at least 15 shades for people of color like me, but its also a lot cheaper than other brands. Since it is owned by the company, I doubt it will get discontinued as well (My mother first introduced me to Faces foundation, but their shops and stands are hard to find) so this is truly...