Not good customer service. Staff ignore you unless you keep following and ask them are you busy?, Or can you help me.

I'm new(ish) to the makeup world and decided that after purchasing an entire set of higher end brushes that I would go check out Sephora to find foundation primer, foundation etc. etc. I looked around for about 20 minutes all the while trying to catch the attention of one of the makeup artists to no avail. Not only was it hard to get help, no one greeted me or came to ask me if I needed help when it was quite obvious that I did. I know that it's busy and that's alright; however I work in customer service too, and I know that it's extremely important to always say Hi to someone who just walked in and to ask them if they need any help with anything (because hey, chances are they do.). Basically, I wasn't impressed with the customer service (or lack thereof), and took my business to the MAC next door located in the Bay, where the artist Nicole, was nothing short of a welcoming smile and a helping hand. My $200.00 were better spent at MAC, where I felt more welcomed. read more

I visited the new location for the first time. Not sure what happened but the service is terrible. I have been a vib rouge for many years. Apparently they changed the policy this year and vib rouge don't get free makeovers anymore. Maple who was suppose to be makeup was not very nice explaining it. It is my birthday today, there was no empathy at all for not being able to do my makeup. I wouldn't shop at that location again! read more

I love Sephora but this location not so much. I guess it's a given because of how busy Metrotown is in general but their samples or displays are so dirty and a lot of them you'll find empty or completely run out. For example their lipstick displays are smudged and have hair in them, and some are just empty sticks. For such a busy location there doesn't really seem to be enough staff on to man both the cashier and the floor. sometimes I have to wander around quite a bit just to ask for help from someone. My other gripe with this location is that the staff I have asked in the past for samples are not very friendly. They don't seem too eager or pleased that you are asking for samples of new products and then when they actually give you one the amount is just ridiculous. One time I asked for a sample of the glam glow (which i later ended up purchasing anyways) and the girl didn't even give me enough to cover my nose alone. One time when I went to return a mattifier (can't remember what brand) but the cashier said to me "you know next time you can just ask for a sample instead of opening a brand new tube"....... I wasn't in the mood to have it out with her on the spot but come on - if you don't want people buying and returning after they've tried it then don't be so cheap with the samples! read more

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Does anybody else find the salespersons at sephora extremely rude??? Well, I walked in today to get a clatisonic cleansing machine, which is about $300 and the sales person was extremely rude.when I went to pay I saw her talking to the cashier and pointing at me(how rude!!!) Does anybody know whether they are on commission? A salesperson as rude does not deserve commission for being nothing but unhelpful and rude!!! read more

Decent service and pretty fast. Some are helpful some are alright. I often go to the Sephora at Metrotown or Coquitlam Centre! Have lots of different selections and amazing products. Some are a bit too pricey but most of them are at reasonable prices. I like shopping at sephora online is really easy too. Definitely recommend it read more

Consistently horrible customer service and loads of unwanted sass. Thank God for online shopping. I hate that the worst location in BC is also the most convenient. read more

I had bought a makeup set at the Pacific Centre location and found out someone stole an item from it so I called the Metro location and asked if it was okay to exchange it there since PC is outta my way. It was the manager I was talking to and he told me he would get back to me within 10 mins after he spoke to the PC management if I was able to do that. After an hour, I didn't hear back.. so called back and was told he was in a meeting. Hours pass and still didn't get a call back so I called the PC location and the girl told me right away that I could exchange it at any location and was apologetic of what was told to me... It gets worse.. I went to the Metro Sephora to do my exchange and it seems like no one was responding to the cashier's request to get the item I needed. So the cashier told me they would look in the back if there were more and said there wasn't any left and if I wanted to come back another day once they had it in stock. So I ended up getting one essential item I needed instead of the kit. I was skeptical about the management so I decided to try to find the kit that I needed and sure enough... it was RIGHT there with MANY to spare. After all that hassle, I didn't bother getting it.. Plus the display of products was a mess.. organization wise and makeup smudges on things. It definitely reflects the staff there. My advice is: If you know what you want without needing advice or assistance. Go to this location. Other than that.. I'd rather make the trek to any other store but this one. read more

I've generally had pretty decent experiences in Sephora in the past (nothing crazy awesome, but just okay) - but today was unfortunately a terrible one at the Metrotown location, and I just had to share it. I never write reviews. But I'm surprised at how uninterested the salesgirls were to help me, and what I was asking was not even unreasonable. I went to the Metrotown location today with my teenaged daughter to exchange a product I had received for Christmas. I had asked them at this location on an earlier visit about doing this exchange, and they said I had to come in with my daughter since she was the one who bought this product for me (and it was under her account). No one every mentioned to me the 60 days policy in my earlier visits. I've never returned anything before so I wasn't aware of it. All I wanted to do was exchange an unopened lip balm for another lip balm of the same brand and pay the $6 difference. Easy peasy. Instead I was told that they couldn't exchange it and that it was past their 60 day policy (which I knew nothing about, otherwise I would have come in sooner obviously). To make matters even worse and really add insult to injury, the 60 day policy had expired yesterday - that's right, I went today and it had expired yesterday, not even a 24 hour difference :( I understand why return policies exist. But this was ridiculous. They had no interest in helping me out or keeping a regular customer happy. I wasn't returning a used or dated product, nor was I trying to exchange it months after their 60 day deadline. It was simply a one day difference AND I was trying to give them more of my money (by buying a pricier product instead). Will not recommend or shop there again. What a total joke. read more

I walked into Sephora hoping to get some neon make-up. I didn't find any lipsticks or eye shadow that "popped" out at me for someone who likes bold colors. I was kind of annoyed that the girl who was assisting me didn't know the difference between bright pink and neon pink. Yes..there is a difference. I am obsessed lately with neon and if it doesn't glow under a black light at a Coldplay concert...it's not for me. The customer service otherwise is awesome and they have the basic house brands that are reasonably priced. They carry Clinique which is awesome as it saves me from having to deal with the customer service at The Bay. I just wish that they over all carried brighter colors or colors of different shades. There are after all 50 shades of grey. read more

Great store, glad it opened in Richmond finally. This store has everything you could ever want. So many products available and always samples to try them before you buy them so you don't end up with a drawer full of stuff you don't use. Cant go wrong shopping here. read more

I find this store hit and miss. My first visit, I was helped almost immediately and I walked away happily with my purchases. On my second, third and fourth visits, there were lots of staff chatting but not really serving customers. Also, I noticed that with a large purchase, they only gave me points for 1 out of 5 items. Interesting?! But I still keep on coming back b/c they carry all the products that I need. read more

I love makeup, always have. I generally stick to grocery store or drug store brands of makeup for my everyday look. When I buy from Sephora it is always a treat. I know that this store is busy so I generally go online, figure out what I want to purchase so that I can go in there and find what I need and get out of there as quickly as possible for fear of being run over by giggling teenagers. Sometimes though, I need help finding a product. I don't know what it is, maybe it's because I'm usually in there wearing jeans and runners but I guess my appearance doesn't scream "big spender" and I can never get any service besides a hello upon entry, and when I do, generally what I want is thrust into my hands before they run off again. No explanation or suggestions and I'm lucky if I get any eye-contact. This is a crazy practice because I'm not browsing, I almost always purchase products when I'm in there. I'm a spending customer that isn't really getting satisfactory customer service. read more

I think I like this sephora the most out of all the locations near me (coquitlam, Richmond, pacific center...) Majority, if not all, the staff are super friendly. Whenever I walk in there is some one there to greet me. And if I looked puzzled when trying to find a product there is always someone asking me if I need help. But I also like how they don't hound you and follow you around. However, I find that they are always out of stock with a lot of the things I look for. It could be just this is a busy location.. read more

This place was amazing! Great staff always around to help you out and lend a hand or just to throw some helpful tips in case you're not sure what to get. Came here with my boyfriend last week and left super satisfied as the customer service here is spectacular! I will definately be coming back! read more

My favorite location due to customer service, however I wanted to buy Perricone MD Face Finishing Moisturizer and the product was almost expired. So check dates on things that have spf. FYI. read more

Only go to this particular location for convenience. Walked in the store shortly after the store opened and waited a good 20 minutes before anyone was able to help me find what I was looking for. I had one of the managers help me find something similar to a bronzer I loved that had been discontinued. She went out on a whim and handed me a bronzer solely based on how it looked in the packaging... Didn't bother to swatch or test it on my skin. As a mua, you should know that makeup can look very different when it is swatched. It was clear that she had other customers waiting to be helped but that is still no excuse.Very unhelpful and as a manager completely unacceptable. read more

I love this Sephora because I find the staff to be attentive and so very helpful! I also love the broad selection of cosmetics and especially foundations for my skin tone. I also love the beauty insider program and how you get free gifts on your birthday:) read more

Good selection of make-up and stuff and the staff was quite friendly in helping me pick out some stuff for my girlfriend but as other posters mentioned the security guards were watching me as I was going to rob the store. Made me feel quite uneasy but other then that I was comfortable shopping there even with all the ladies lol. read more

First of all, I'd like to say that I'm only speaking regarding the skincare section. A year ago, my review would have been a perfect 5. Before the store's revamp, the staff were all SUPER friendly even when it was packed on a weekend, and all the skincare staff were extremely knowledgeable about the products. They would have their own opinion and then contribute their clients' opinions to offer a few perspectives. I haven't seen her for a while now, but Aurora was absolutely handsdown the queen of the skincare staff. She always remembered my name and even had a general idea of which samples she'd given me and how to tailor my routine/products to make everything work for me (and I only went once every few weeks too) In comparison, over the past few months of visits that I've been, the skincare section staff service has deteriorated. I recently visited on a weekday hoping to find a good clay mask (I explained that my previous mask was not very effective) and a decent spot treatment (I completely ran out). I browsed the shelves first, and after a while I needed consultation. There was one lady who was not wearing the sephora employee 'outfit' with the black and red like other staff; she saw me several times at different brands, but never once bothered to approach me, while the other staff member was busy giving advice to another customer. (I could not tell that she was actually an employee until other staff later talked to her about fixing the product search machine). After a while, the other staff member had just finished, but immediately found another customer to talk to, which was fine. A third began to scope the skincare aisles, and I asked if she could help me. She didn't bother to introduce herself, nor did she bother with general introductions of asking what my concerns were. It was just a curt, "what do you want?" as I explained what I was hoping to try recommendations out first, and buy another day, as my skin is extremely sensitive to certain products. She recommended the two of the glamglows (white and green) for my oily and blackhead concerns, and told me to just make a decision and choose one' as a sample. OK. Fine. I then told her that I needed a strong spot treatment, and salicylic acid in my moisturizer didn't seem to be doing anything. My reply was "well that's moisturizer." No inquiry about which product I was using. Her best answer was "you know, everybody's different. I can't just tell you one and say that it's going to work." I told her that I just needed something there as an emergency sample to use for the next few days, and that if it was good I'd come back to purchase. All I received was a snappy "There! The Eradikate's the strongest but I can't make a sample of that, ok? Just buy something you want to try and return it if it doesn't work, it's not like we have a policy that you can't return products." I finally asked about a brand that I didn't see was in the store, she brought me to it, and practically ran off without a farewell. To summarize, I am extremely dissatisfied with the staff service at this location now, and will not be coming back again after so many years of shopping at this location. I feel that at a higher-end store such as Sephora, the service should come with the prices and products. read more

Pathetic customer service. I went in to the Metrotown location today to buy primer and foundation. One person found a colour match then went to help someone else. Another applied some to my face then went on to help someone else. I asked for help finding a lipstick, but the best they could do was tell me that they had lots of nice lipstick in the store. The store was not busy, but I'm over 30, so I guess I don't fit their target demographic. I left and spent my money at The Bay. read more

On Feb 23, 2018, I purchased some Sephora products for 157 CAD at Metrotown in Burnaby and was completely surprised that there is a complimentary custom makeover! I was soooo happy because I was having a special event that evening. I was helped by TENIKA, the most professional make over artist I've ever met! In addition to her professionalism and excellence in doing make-up, she has a great sense of humor. Thanks to TENIKA, my boyfriend made me a proposal :D If you have a special event or just want to look like a star - be the guest of TENIKA! THANK YOU SOOOO MUCH! read more

I'd been waiting and waiting and waiting for Sephora to come to the lower Mainland. Now it's here. And there's a store in Burnaby. YAY! I waited a week after the Grand opening and went during a weekday thinking the madness would have died down...slightly. It hadn't. BUT the place was still organized chaos (-: Clean and bright with shelves well-stocked and well-labelled. Even with all the shoppers greedily eyeing and sampling, there were staff at the front greeting and staff throughout the store circulating to make sure you're questions are answered. They give 10 mins consultations for walk-ins or you can make an appointment for a 30 mins consultation. Both are free. I went for a 10 mins one. The makeup artist was friendly, asked a lot of questions and I ended up with an amazing look. Exactly what I wanted and with tips on re-creating it on my own. I then walked around the store and ended up talking to another Sephora consultant about lipsticks. There was a lineup at the checkout counter, but the staff there were quick, efficient and friendly. It isn't often you get this kind of service from a busy, well-known retailer. I love this store !! read more

Sephora is a fantastic place and my top choice for make up and skin care products because of their large selection and lots of staff on hand to assist. They are quite efficient with their line ups too. There is usually someone to greet you as soon as you walk in. I usually know where to go now. I'm so glad they carry Laura Mercier! When I purchased a gift card as a present, they wrapped it up so nice for me as well! read more

This sephora is my least favorite location in the Lower Mainland, especially since they opened the Robson location. This store is small and always over crowded. One of the customer service reps was rude. It was my worst experience ever as a sephora customer.I will definitely try to avoid going into this store. read more

I recently went to Sephora in the Richmond Centre and had excellent service with buying some concealer. I went to Metrotown location today with the intention of buying some Tarte pressed powder, but needed help colour matching. I asked for help and got none so eventually walked out. I wonder how many sales they lose in this way? I'll stick to Richmond Centre location from now on. read more

I'm extremely disappointed with this store, I went out at end of February to buy a gift card for a friends birthday ($40). As I was checking out I had my 5yr old daughter who was with me who wanted an extra mirror. The clerk gave her one and I thought that was very nice. As she was ringing me in I asked if she can please wrap the receipt around the compact that has the gc. She told me that she did. I had everything i needed and left the store. A few days later was my friend's birthday thinking that before a give the gift to her i better check to make sure the gc was in the compact. To my surprise there was NO GIFT CARD. I was so shocked and humiliated as im going to this birthday in a matter of an hour and had nothing to give. I called the store immediately to explained what happened. I said to them " I know this is awkward and embarrassing all at the same time but i was at your store a week ago to purchase a gc but the gc wasn't in the bag" . Immediately i got the reaction from the clerk thinking that I was lying. I explained to them I shop there all the time and that this is the very first time something like this had happened. The clerk transferred my call to their supervisor who said we have to review our surveillance cameras to make sure "we did our job" I wasn't allowed to view the footage but "as per the rep they said they saw the rep put the gc in the bag". It was basically my word vs theirs and we were battling.When I explained that I had two compacts in the bag they said they "we only saw one", then they put me on hold and said "oh now we see two compacts but we did put the gc in the bag." I wonder if I hadn't told them that i got 2 mirrors would they've known? They obviously didn't look at the footage properly. now did they? I explained this is so disappointing i have better things to do with my time than calling. I asked can this please be replaced I can show you my receipt/my credit card statement. They basically said no Sorry but that how it is. I'm so shocked that a company with such a big profile basically make customer feel like crap. I'm out $40 bucks and that's the end of that I guess their was no resolution to be made or nor was i given one. I obviously won't be shopping at this location anymore. Awesome customer service for "A well known makeup company" read more

This location never has anything I need in stock. Displays are often dirty with smeared makeup.. Nobody cleans it and staff is often seen just standing around. They also don't acknowlege the customers and the line ups take forever. read more

I love Sephora, but this location put me off the entire company. I waited and waited for someone to help me. I asked the cashier, and she called a consultant over. 10 minutes later, still no help. Finally the consultant came to help. I told her I was looking to change my lipstick routine...new colour, new formula, learn what to do, but I didn't know where to begin or what would look good. She pulled three tubes off the shelves, put them on the back of her own hand, and said "Not everybody is like me, and can pull off fun lip color..." I bought the very pricey lipstick she recommended, despite my misgivings. It is horrible on me. Also, no samples. Nothing. I was clearly not a priority. read more

I am a total sephora junkie, but honestly this location is not the best. First off, staff are rude and often lack knowledge about color matching and specific customer needs. I walked in the store the other week looking forward to getting a sample of the new Nars foundation, the store was almost empty and the staff were just hanging around and talking amongst themselves. I was walking around trying to find someone to assist me and make me a sample and I felt like the sales people saw me but seemed to give me the cold shoulder (i.e. they either were too busy talking and laughing w/ other sales associates or turned in an opposite direction when they saw me coming). I felt so disrespected and was so turned off by the lack of assistance I was receiving, as it seemed like the employees were having more fun talking amongst themselves than doing their job. At the end, I finally got a hold of someone to give me a sample and she just stared at me, said absolutely nothing and just handed me a pea sized amount. I love sephora but I definitely won't be returning to this location, the Robson location is much more friendlier. read more

I love Sephora but I am NOT going back to this branch EVER again. They are short staff most of the time and if they do their staff are not welcoming. They are unfriendly and hostile. One time I was there and was asking for help in one section. I asked one of the staff, she said she will get somebody to help me because she is from a different section. I waited for about 20 minutes but nobody came. The store was not even busy at that time. This afternoon, I was there for a foundation and was at Make up Forever section. A girl wearing white gown was at the section where I was and so I asked if she works there as I need help. She said she is from the Clinique section. What is up with having "their own section"?!?! They work there, aren't they supposed to be knowledgeable enough?? She did not even bother offering help or getting somebody and just left. So rude!!! I don't know why there are salesperson who are like her! She needs to quit because obviously she does not like her job. I was calling their number and nobody was answering the phone. I will NEVER set foot in this store again! read more

This location ruined my experience for Sephora entirely. Each and every time I went in, I was met by the RUDEST staff I have ever come across in retail. So much so that I hated Sephora for a while, until I went into other locations and had MUCH better experiences there. The first time I went in, the girl insulted my eyebrows as a way to get me to try their eyebrow station. Which, didn't make me want to get them "fixed" by her at all. Second time, I received one of their mini makeovers which was not nice in the slightest. I asked the girl if it was possible for her to do a smokey eye with lighter eyeshadows on me since the pallets I own from Sephora are only the darker ones. She said sure, and then proceeded to use black and dark brown on my eyelid. (I actually got the impression that for the mini makeovers they have a specific set that they're supposed to use or something. Because everything I asked her to experiment on me so I could see how it looks she said sure and proceeded to do something completely different from what I had asked.. As well it should be worth mentioning that about an hour after the makeover the eyeshadows began to smudge and I had a lot of fallout underneath my eyes). The third time I went in the lady was incredibly rude when she asked if I needed help. I said no. She returned an "are you sure?". Uh, yeah? I am pretty sure? Soo much attitude it was disgusting. And yeah, I agree with them being stingy with the samples. Overall the worst experience ever with the staff there. read more