SEPHORA — Local services in West Vancouver

The last few times I’ve visited this location, it just wasn’t the same. The staff were either inattentive, not knowledgeable about products or just seemed careless. I contacted the store a few days ago to see if a particular item that was on sale on the website was also on sale in store, even though on the website it said “available for pickup at Park Royal”. But due to the snow and having to take public transportation, I gave them a call first just to make sure. The girl that answered the phone said nothing was on sale that she knew of and proceeded to put me on hold to “check”. After 8 minutes of being on hold, she came back only to disconnect the call. I went in anyway as I needed to buy a birthday gift for a friend. One of the other items i was looking to get was a Sephora brand Hair Mask which again, was available on the website. I couldn’t find it so I went to the cashier to ask. First of all she seemed exhausted and almost impatient to assist me. Second, when i asked if they have the product she said “uh-uh” shaking her head saying “no there are no hair masks by sephora collections”. I said are you sure because its on your website, which she said “im pretty sure but let me ask” and proceeded to page her colleagues. A few seconds later she said “oh ok apparently we do, its over there” pointing to an area I couldn’t even see. I finally found that item and also the first item i had inquired on the phone, which was NOT marked as sale but I had my sephora app opened for them to see. When i finished my shopping and came to the register to pay, that same cashier and another staff member were by the register. I asked her to scan the sale item, and she was surprised it was on sale. I asked her and her colleague how come they dont advertise the sale price in store, to which the other colleague impatiently and sarcastically replied “we’re short on staff due to the snow, sorry we didn’t do our job right” with a fake smile. I wasn’t born yesterday. I’ve had my share of working in retail for over a decade. Although I can understand the role can be exhausting at times, but that doesn’t give you the right to sarcastically respond to a paying customer who is genuinely curios about Sephora’s practice when it comes to advertising items that are on sale. That should be the number one priority as a retailer, to change prices accordingly even before the store opens to the public. They also refused to give me my Birthday gift as it was back in June. I remember a few years ago, you could get your Birthday gift ANY time throughout the year as long as it showed on your membership card that you had not redeemed it. This is all to say that Sephora’s friendly staff, customer service and loyalty program has changed drastically, which only pushes me and im sure others to shop online...

Very disappointed. My friend and I were browsing in Sephora looking at the Dior Lip Oils when an aggressive fried fake blonde haired worker walked up to us asking if we needed any help. We replied with a simple “no” but that wasn’t enough, she then proceeded to force Sephora shopping bags on us even when we said we didn’t need them. She told us she would take us to checkout now but we informed her we were still browsing. Again, not enough for her. She asked what color of the Lip Oil I was interested in and took me to another section. I said I didn’t need help but she said “Oh no, it’s fine I’ll help” I replied with another “Really it’s fine, I DO NOT need help”. She didn’t listen and called in another worker to help me along side herself. I quickly picked up a color said it was the one and left not wanting to deal with the situation. I placed the Lip Oil in a random lip gloss section and guess what, the annoying worker came back. She asked what had happened to my Lip Oil and I said I put it away. She ferociously asked where and I pointed it out to her. She then processed to ask my friend the same question. My friend decided to buy the lip balm version BUT since the unnaturally blonde haired worker was leaving me unattended she told someone else to watch me. Seriously??? What am I doing wrong? Not taking a Sephora bag from you? The worker who was told to watch me hid behind an aisle, poking her head out to watch me. I was so annoyed that I went up to my friend and told her while she was checking out. Finally when we were about to leave the Sephora that is now apparently hiring former spies my friend tried on her lip balm on the way out. The blonde almost white haired woman bolted up to us stating we cannot open a package that is on display. We explained she just bought this FROM HER and she said “ohhhh”. I was so done with her so I decided to piss her off by simply taking Lip Oil and putting it in the wrong spot and ran out. After we left we saw her through the window analyzing the Lip Oil with another worker as if I put a bomb in it. What a piece of work. She should understand she’s a worker and we are the customers. Awful experience thanks to the soon to be...

I visited a store in search of a perfume for my sister, and in my opinion, the importance of making a positive impression on any customer from the very first point of contact, is a very important. In the past, when I wanted to try out fragrances, I would typically receive three samples to help me make an informed decision. However, my experience at Sephora in West Vancouver was different. As I entered the store, a courteous Sephora representative greeted me and directed me to the back where another representative approached me and began offering various fragrances to smell. Unfortunately, neither of them asked me any specific questions or took the time to understand my preferences. Instead, they assumed and bombarded me with several different fragrances. As a representative working at Sephora, it is crucial to have knowledge about the products, including their prices. Regrettably, this particular representative seemed unaware of this basic information. It left me wondering whether they truly enjoyed their job or not.

In contrast, my previous experience at this store had been excellent, but I left disappointed this time. Thankfully, I went to another store where they provided me with samples, allowing my sister to choose the perfume she liked. The staff at Sephora in West Vancouver Park Royal needs to step up their game in terms of customer service. As a man walking into a cosmetic store, I felt the need to actively seek someone to assist me. I'm unsure about what caused the decline in service levels at this particular store, especially since Sephora is renowned for its top-notch quality service. Hopefully, if I ever decide to visit again, my next experience will be...