Sephora - Toronto, Ontario M2J 5A7 (CF Fairview Mall)

Horrible Service | by Tasha on Oct 08, 2017

The manner in which the employees including the managers treat customers is appalling especially if you are returning a product. I say this because on more than one occasion I've experienced this at this location. The cashier that I dealt with did not want to scan the receipt instead I had to stand there and read out the order number for her. When that was not enough coincidently they could not find my products on my account even though it was clearly visible when I checked my account and when i I called head office they too were able to confirm the products on my profile. Not to mention I had the receipts. This is a tactic they use not to take the product back in store and then you are forced to ship the products out. This was a harrowing and humiliating ordeal that I went through for 2 hours at this location. The manager Anna did absolutely nothing to correct the issue. Another manager loudly stated "the products are not hers" in front of other customers which to me implied that I stole the products. I have never been treated like this any where before regardless of where I shop. Sephora happens to be one of my favourite places to unwind but because of this experience I will NEVER go back there. Being a Rouge member for all these years meant nothing. At the end of the day I appreciate Sephora's return policy it gives a customer the confidence to try the products and if it does not work you can return it within 30 days with the receipt which I did... not to mention some of the products were unused because I found my right shade. The employees should abide by the company's policy and above all improve customer service. I believe racism had a lot to do with my experience just by the manner in which the manager questioned the amount of points I had asked though I am not supposed to have that much. Horrible people.