The customer service is horrible! Not very knowledgeable and the girls look annoyed when you ask them for help. I don't know if it's just this particular location but It's brutal! read more

Absolutely disappointed in this Sephora location! Drove 30 min to this location (from another Sephora retail store) for 2 specific products. Asked the greeter Sonya for assistance upon my arrival and showed her photos of the product I was in search of. Sonya instructed me to stand in line to check out as the products would be found there (near the register). It was a very busy in the store so I happily stood in line as instructed to look for the products MYSELF, only to find out this location doesn't carry them. Fatima at cash was great and quickly found another location that had the product in stock. When Sonya at the front was informed that the products were not carried at the location she stated "you should have showed me a photo" which I had done, and she took it upon herself to argue that I hadn't. What a complete waste of my time Sonya! I try to support storefront locations to provide jobs BUT I'm better to use my time to order online and not get called a liar when asking for help. A 30 minute drive each way to visit this specific retail store ended up in disappointment..don't even bother. read more

***Do not buy gift cards from Sephora**** used my gift card to place an order for an item. They cancelled the order, did not give a refund or send me the product I ordered. Three times I had to show proof I paid with a gift card only for the order to get cancelled again. all You get is continuous sorries and that it's their system. Their system sucks!! read more

Vanessa and her team are amazing. they knows exactly what I want. big selection of colors. the staff is friendly. the salon is very clean. I highly recommend one of the best nail salons in Surrey ! GG read more

It's not at all good service. They did nail art for me, nail art it's fully uneven finishing in my nails all gaps only are there. They are very rude and they charging more and not satisfied I said one colour to her and she applied another colour. it's not at all recommended to anyone read more

This is likely the Sephora that could be used to show all other Sephora's on NOT how to treat customers. I have VIB rouge but I have visited their store and left feeling like I am less than a valued guess in every way possible. I can't tell you the last time I was spoken to or helped the last time I visited the store, not the last time they actually had any points points to redeem, or samples to provide. In fact, their staff love to gather in groups and chat about their person lives and rather than approach me when I obviously need help, they walk away. Worst store ever!! Shop online! read more

I came to Sephora to get my prom makeup fixed after a terrible experience with an individual makeup artist. I was very upset as my makeup was not at all what I wanted, was cakey, and I only had a few hours before my prom started. As soon as I walked into the store the employees made me feel at ease and helped calm me down. My makeup artist, Delaney, did an amazing job and gave me exactly what I wanted. She was very knowledgeable about all of the products, and was super sweet. All of the other employees who passed by while I was getting my makeup done were also very sweet. I would definitely recommend this location to others. read more

Always go here for my free bday gift! Love this location, so convenient for me and the staff is always super helpful. Definitely will be coming here for my wedding makeup!!! read more

It is very easy to order online, but I stopped by as I was interested in their rouge invite only event for a brand launch. I was underwhelmed at their lack of preparedness. They advertised there would be samples and relaxing treatments. The samples were the normal samples you would get asking employees any given day (ie employee squeeze product into a little clear plastic container). Zero samples from the actual brand launch. Plus, the brand launch was a very sad one. There was a limited selection and the display was dismantled once the event was over. I was hoping I could get colour matched for a foundation and it was not available. The relaxing treatment consisted of mini facials that you would normally get if you spend $75 as mentioned by an employee. However, one older employee spent 20 mins on one customer only to then go on her coffee break. This left the other employee giving everyone else 5 minute sessions after she realized spending 20 mins on a person with 5 other customers lined up for their turn was not going to work for an 1.5 hour event. She subsequently went on her break too when the older employee returned. The employee did not mention what products she was applying so I had no idea which items I liked or not during the mini facial. It seems like they were hoping to just do one or two facials total before the event was over. There are four chairs in the skin care section. I do not get why they did not have four employees working so that more customers could have the opportunity if there was no talking involved. There was a goodie bag (more samples) at this event if you spent $60 which I was fine with. You could order products online at the counter to qualify for the goodie bag during the event. Once again, this was a rouge event. To be rouge status, you have to spend $1000 annually. Now imagine what is the average income for most people and this is the service you receive for spending that much money. The reward program and exclusive events are quite underwhelming that you should only wait for their sales events. read more

I just went in right now and was completely ignored by all the staff. One told me she'll send someone over and never did, another had a conversation about dogs while I stood there 5 mins waiting to speak with her and the last one I spoke with before I left told me to go find someone myself cause she was busy. I was treated with such disrespect today and am never shopping at Sephora ever again. All I went for was a new foundation because I ran out but I left feeling like shit and ignored. Please work on your customer service because if this keeps going on, you guys will definitely lost a bunch of customers and money. read more

Absolutely terrible. Deserves zero stars. You're always acknowledged at the door by the greeter but can never get any service beyond that. Even after continually approaching the same employee who is aimlessly walking around. That employee wouldn't even look at me and just kept walking! I cannot count the times I have left Sephora and gone to MAC to make my purchase. This store is horrible and the manager should be very, very ashamed. read more

Worst experience ever ! They have dropped in their service tremendously. Even though guildford sephora is closest to me I would prefer to go to another store who atleast are willing to help. I asked a sephora employee, who had the list of employees who are on the floor to help you, that I need help with the colour match for a foundation, she literally looked at me and ignored me and kept talking to her fellow collegue. I still waited(because this was my second time approaching someone for the help) but no response, once they were done talking I asked her the same thing . She said I will send someone over. I waited at the station for another 8 min and no response. I do understand that they are busy, business is growing, but if its a sale time, have more people around and DO NOT COMPROMISE ON THE SERVICE. Do not disrespect or ignore people. Extremely extremely unhappy Not going to this place ever again, period. I wil travel extra miles for a good service read more

I love Sephora as a company in general. My only issue with this location is that the make up artists come in varying degrees of skill as well as customer service etiquette. Some days I can get someone amazing and friendly. Others, I get a nice girl, but she lacks talent in the make up application department. And other times, I get the talented but snooty artist. I wish it was good consistently, but alas "c'est la vie!" I can say, however, that they are always willing to do a quick mini makeover, even if the store is super busy. You may just have to wait 15-20 minutes first. read more

absolutely such rude employees who don't know what they're doing I ask for help and they make it seem like a chore when it's their job! I am so frustrated and upset. Never feel like stepping back into that store. read more

I went in here to get my free birthday gift. It was the first time I had been in to Sephora and I was slightly nervous as I am your average mom. I don't have a lot of time for makeup and tend to live in jeans and shirts. Honestly I was a little worried that I might be met with snootiness. How wrong I was. It was crazy busy in there and I was blown away by the product selection. I seriously had no idea what most of the stuff was. I did know that I wanted some vegan mascara though so found a sales associate and asked for help. She was super friendly and went completely out of her way to find me different options. I ended up buying the Tarte "Best in Faux" mascara. Reasonably priced and made my lashes super long. My only complaint is that the birthday gift is neither vegan nor creulty free. I woudl have liked to ahve had an option for that as I decided to try out Sephora because they had those make-up options. Either way I will be back after chool starts and it is less busy so I can add a few more items to my make up routine. read more

Worst Sephora in all of BC, with the most disgusting customer service I've ever encountered at Sephora. I don't even know why I still go to the one in Surrey, let alone still shop at Sephora. When we, your consumers, enter your store, we are not only expecting a welcoming greet from you, we are expecting a wonderful customer experience... Which did not happen for me. I don't expect a lot from staff or even companies that isn't up to par with professionalism, however, my experience at the Surrey Sephora location was by far the most aggravating experience I had to encounter. *Shivers* I was shopping with my partner when a staff member pointed right at us to another staff member. We were looking for my mom, so we were walking around quite a bit. I noticed staff were following us around, but did not expect that they were trying to see if we were stealing. Unexpectedly enough, that staff member came up to us after 20 minutes of us being in the store, and rudely asked us "Uhmmmmmm were you guys lookin' for assitanceeeeee?" I said no, but since she was here I asked her about the deal I received a few days ago while shopping at Sephora. Her attitude in her response was not professional at all, "Uhhhhhhhhhhhm.... Whaaaaaat? Um...I don't know what you're talking about. What are you even talking about? We have a katvonD promotion only." I wasn't talking about katvond, and the staff member made me feel even more confused. As I thanked her, she rolled her eyes and walked off without asking if I had anymore questions. Sephora, clearly your staff did not know about your past/current promotions that I RECEIVED at that same location. She denied it ever existed! I had two products in my hand that I had questions about. To the staff who were following us around and watched us without asking us if we needed assistance, clearly you need to ask for more training. I felt like they were waiting for us to steal or something, because none of them came up to ask if we needed help - they just stood there and talked amongst themselves when they stared and pointed at us. I was lining up with those products in hand when I was thinking about the customer service I had received. "Was this worth it for all of this crappy service? Is there another place I would rather support that carries this item?" I ended up buying my two items... only having to walk back inside to return these products because I felt like they weren't worth it after making me feel this way. As I lined up to return the items, the same ladies that stared at me (thinking I was stealing) was looking more and more concerned when they saw me lining up again with a Sephora bag. The return process took more than 10 minutes. Nobody asked me how my experience was and why I wanted to return the items after 5 minutes of purchase. The manager (middle aged white lady) was beside this cashier the whole time and did not seem interested in returns, or customer satisfaction. The cashier went on the mic to ask for assistance on till 2, because she is "handling a customer concern." So it turned from a return to a customer concern, without the sephora staff feeling concerned for my dissatisfactory. Now how are you going through a customer concern without asking me what the problem was?! It was a complete waste of my time and I wish I never came there. Straight up, I would not recommend anyone buying makeup from Sephora. Sephora, you need to train your staff more. There are other places we can go to but you are near and convenient to us. You need to know that your staff is treating customers based on how they feel about them - the status quo - and not for the willingness of helping others. I will be posting my experience on other sites and review blogs, as well as the BBB to notify this locations lack of professionalism and would recommend more training to understand consumers and how to deal with customer complaints or customer satisfactory. Your staff judges people based on what they are wearing, how much or how little make up they have on currently, and race. Now I know I won't ever go back. Ladies, you do not need to keep giving your money to these corporate bitches that do not care about the product you're bringing home, as long as you make them look good! I hope this review helps you understand what is currently going on in 2017 at this Surrey location, and I truly hope they get the proper training they can receive for the success of their location. **** I highly recommend Sephora staff/managers contacting me for more information, this is NOT the first time I had a bad experience but I WANT to make a better difference to what my review means to your company. Train your staff to treat humans like beings instead of credit cards & you will see the difference in how customers react to that type of generosity. Why do I need to make a review about how you should treat people!? **** read more

Today I was window shopping at Guildford Town Centre and decided to go into Sephora to look at their Morphe Cosmetics line. I politely asked one employee on the floor to direct me to wear I may find this makeup line and she rolled her eyes at me and just walked away. She approached me again with anger and told me that she expected me to follow her. How would I know if she did not even respond to my question? This was the first time I have ever experienced terrible customer service like this. She was not only rude to me, but towards her own co-workers as well. I recorded her name (Samantha S) to ensure that a change will be made for the sake of future customers. Totally unacceptable. read more

The worst experience I have ever encountered. The staff I had dealt with today had no sense of humanity and respect. In what capacity are they allowed to advise individual like myself to shop online instead and not to bring my baby stroller with my child next visit. Very disrespectful harsh lacking professionalism read more

I've been in this store on multiple occasions, and unfortunately, I've never had a good experience. The customer service is generally awful even when there are very few-no customers in the store, but what's worse is the cleanliness - this store is absolutely disgusting! I have never been in a Sephora which has this much powder, gloss and glitter, EVERYWHERE. If I didn't have to return the products I bought earlier this week, I wouldn't be going back. read more

Friendly and genuine staff, I was greeted coming in and going out. Had people checked up on me 3 times (which was a bit much for me), but the staff was always eager to help. Very bright, organized and spacious store, and they carry Verb and a couple of other brands that are not available in other Sephoras in Vancouver. Was offered a free facial massage, but I was very hungry and excited about the bottomless fries that I was going to fill myself up with at Red Robin, so I declined, kind of regretting that right now. Overall a very pleasant experience. read more

Every time I come to this location I receive amazing service :) I'm really new to the fancier side of make and the staff there are really helpful and I am always excited to go to this location because I know I will walk out very satisfied. They are very patient with all the questions I have and take their time helping me instead of trying to rush me me do something else like most make up stores I go to. They have a good selection of make up and restock often so I'm rarely disappointed if they don't have a product I am looking for. Reading the other reviews about this location I am shocked because I have never received bad service... maybe they've changed. Oh well they're good now so I HIGHLY recommend you give them a chance and stop by the next time you're looking to update you makeup collection. read more

Bad customer service they talk abt customers to another staff When returning stuff they will say it's already returned item read more

Great staff, every time I've been here they've been really friendly. I had to do an exchange today and because they didn't have the shade I needed in store, the sales associate ordered it online for me with free shipping. Very quick and hassle free. The store does get insanely busy during peak hours, so if you're looking to get undivided attention it would be best to shop during less busy times. It's not the staff's fault when it's a zoo. :) read more

I was not pleased with Sephora at Guilford Mall. My daughter went in to get her Free Birthday gift. She spent $40 in the store. One item was not put in the bag it cost $32. Phoned issue was not resolved. I'm out $32. Displeased with their store. Will not be returning. Very pricey. read more

First let me start by saying that Sephora as a store I love and would easily give 5 stars to but this location just doesn't do it justice. I shop at Sephora on a near weekly basis and since this is the closest I always go there first. It doesn't matter what I'm looking for there is always something out of stock. From lipsticks to lashes to skin care to primers, it literally does not matter. If this location could get it together stock wise then it would be excellent! read more

Every time I come to this location the staff has been rude and snooty. Asking for help is nearly impossible. I was there just today and asked two different staff for help. The first said she would call someone else to help me and told me to wait where i was. I waited 20 min before asking another staff who said "ill get back to you", but never did. Absolutely ridiculous! I ended up walking out. read more

I have shopped at many Sephoras, in Canada and the U.S. They have always been helpful and seem to really try to show you what product would work best. Unfortunately, they are often out of certain products and seem to have a limited inventory. All and all, a great place to shop! read more

The customer service at this location is way below average compared to the Metrotown location. The Indian employees here are snooty. No smiles, no "Do you need help with anything?" They do not seem to be interested in providing help. Maybe they think they can just come to work to look pretty hah! The only help I've received here is from the older Caucasian lady. Even when the store is not busy during a week day, it is still hard to track down an employee for help. read more