SEPHORA — Local services in Toronto

Coming here before I had a decent experience with a nice employee who seemed like she had genuine passion for her job. However I came in today, in the hopes of finding the powder I had been recommended by the employee. When i initially came in with a friend it was somewhat busy, as I looked around more I felt watched and stared at. My friend began noticing that the employees were essentially following us and watching us, specifically me. I was simply looking at a contour wand and peering over to see the shades, when one employee asked my friend if she needed anything my friend replied “no thank you” and did the same for me and i replied similarly. even after saying i didn’t need anything she went ahead and gave me a basket in case i got anything else. her tone was passive aggressive and i honestly felt very uncomfortable. it only got worse as we progressed to the line, once in an employee followed us into the line and kept his eyes on me. throughout the majority of the visit there were at least 2-3 employees near me/watching me the entire time. I don’t know what the fuel for the issue was but my friend was not being watched nearly as much, keep in mind for most of the time i was holding a powder in my hands, not hiding it, not putting it in my coat, but holding it as i was planning on buying it. i finally payed and i received nice treatment from the cashier but overall i felt like i was treated as if i was stealing regardless of the fact that i did not prove I had any intention of doing so. Very disappointed and frustrated as this is a common thing for me. the only common factor being my white friends never seem to get the...

The younger lady that I dealt with at this store (Brianna) was lovely. I have no issues with her and would give her 5stars for trying to help me as best as she could. So this review is in no way reflective of her. Unfortunately she could not help me because it was not in her capacity to do so. It seems you can only leave reviews on a stores site and not Sephora Canada as a company. So here we are!!

I was under the impression the “extended” holiday returns policy, extended to actually returning the product for a refund. So I thought I had until December to return. I missed the deadline by 2 days. The manager told me that they did have that extension last year but not this year. I stepped out of the store and called the online CS since my order was placed online. The person I spoke to claimed to ask the manager. I was on hold for a long while so who knows? They then came back and said the manager said “NO! their policies are their policies and they cannot make any exceptions for anyone!” If they could have refunded me two days ago would it really be such a big loss to refund me today? I have spent a LOT of money at Sephora and because of my background as a MUA I get asked for recommendations a lot! For them to make that exception would have gone a long way and kept me as a customer, but, instead I am done with Sephora! I will find other places to shop where they value their...

I know it’s COVID but a simple hello rather than a why are you here glare from more than 2 staff would hav sufficed. Didn’t help that after they realized I was actually there to purchase something their “customer service” switched on. I already don’t like going to place like this and this didn’t help.

An update…apparently there’s been no improvement 3 years later

⭐☆☆☆☆ Disappointing Experience at Yonge & Eglinton Sephora

I had a frustrating experience at this location when trying to redeem my birthday reward and use a $100 gift card. No staff members offered assistance, and when I got to the cashier, she asked if anyone had helped me. When I said no, there was no apology or effort to provide service.

When I tried to pay with my gift card, she claimed there was no balance and said she couldn’t check the transaction history or balance of the card….. I asked her to look up my purchase history to confirm whether I had used it, and she made me feel like an inconvenience. I ended up paying with my card instead.

Later, I checked the gift card balance online, and the full $100 was still there. How was I able to access this information, but the cashier couldn’t? More importantly, she made no effort to escalate or resolve the issue.

This isn’t the first time I’ve had poor service at this location, and unfortunately, nothing seems to be improving. Really disappointing...