1. The Face Shop

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Mississauga, ON

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The Face Shop

4.5 (2 reviews)

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10 years ago

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12 years ago

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SEPHORA

SEPHORA

2.4(28 reviews)
0.3 km
•$$$

The customer service was extremely poor, and the employee was openly rude, dismissive, and…read moreunprofessional. Rather than attempting to help, she immediately became defensive and told me to contact HR. When I asked for the HR phone number, I was told they "don't give that out," which made no sense and only added to the frustration. After I stated that the situation was absurd, the employee accused me of being rude and refused to help any further. Since she was unwilling and clearly not in a position to resolve the issue, I walked away and received assistance from another employee without any problem. Overall, this interaction was handled very poorly, completely unprofessional and lacked basic customer service skills.

Came to return an item that I meant to purchase with my VIB 20% off feature. I had the unfortunate…read moreexperience of dealing with "Shay" who said she was the store manager. Shay said that they need the same credit card in order to refund me, which I did not have at the time. I explained that I waited a very long time in line and I work every day. I would be unable to come back before the refund period is up. Shay said that there were no options beyond a store credit, which was not what I wanted. I asked her to explore other options, and she said that she would get her other manager who "would tell me the same thing she told me". The second manager was actually very helpful and provided a shipping label so that I could ship the items back and have a refund automatically go onto the credit card that I didn't have in possession. I said "Shay, you see she did not repeat what you said, and there are other options" she then was very rude and rolled her eyes, stating that she didn't need life advice from me. I don't believe that the customer is always right, but I do believe that it is our job to go to every extent to find the best possible solution for our customers. Eye rolling and poor communion skills don't make for a good customer experience.

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The Face Shop - cosmetics - Updated October 2026

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