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November 2024 by Gracie grace
Thanks Shiela, Ope, Katrina and Brittany for a humiliating experience.
I received a $50 Sephora gift card for my birthday and went to the Sherway Gardens location to use it. Upon arrival, I wanted to ensure that the gift card was valid, so I asked a team member to scan it and the receipt stated that I had a $50 balance ( see photo #1). Upon selecting a few items, I went to pay for my purchases (the cashier was Ope) and provided my gift card. At the time, I noticed that there was a technical issue with the hand held terminal she swiped my gift card with so she used another hand held machine. She then informed me the gift card only had a balance of $26.27( photo #2) . I showed her the previous receipt that indicated the balance was $50. I chose to leave the products I was about to purchase and wasted time in line. She was firm and committed that I was incorrect.
I asked for a manager and Sheila arrived. Without doing any research she insisted that I call the Sephora customer service line for additional assistance. I had to ask her for the Phone number because I did not have it and she indicated it was on the back of the gift card. The font on the card is so small, so I informed her that I could not see it, and then asked her if she could see it, which she indicated she had no problem seeing it. How insulting. How rude. There was no offer for anyone to assist me with calling customer service. I contacted the customer service team while I was in the store as I was not going to leave without any answers. Upon contacting the Sephora customer service team, I was told the card was likely compromised and they could not do anything about it or provide any reimbursement. In an effort to flag the potential security issue, I approached Sheila who was standing with Brittany and Katrina to let her know what might have happened to my card.
Katrina and Brittany quickly did some research and discovered that the original hand held terminal that Ope tried to cash me out on still had my pending purchase which is likely how the funds from the gift card were deducted. Katrina quickly provided a new gift card with the deducted funds from my original gift card with an apology. Then she disappeared. I told Sheila I did not appreciate the way this situation was handled and it could have been avoided if she did her job efficiently. Both Ope and Sheila were adamant that the card issue was my problem. Brittany intervened and apologized but the lack of sincerity infuriated me. I waited in line for several minutes to make a purchase, and was humiliated that I could not use the full funds on the gift card to make my purchase. I was never at fault for this situation and I should never have had to challenge my right to use a gift card.
Please note that when I asked Sheila for her name to provide this feedback, she refused to answer my question. I only knew her name because I overheard someone call her. Other then that, I was never in danger of finding out her identify. Brittany insisted that sales associates do not need to provide their names, and if I was going to provide feedback to just list her name. I also asked her for an email address to submit my response to and she said she couldn't provide it. I have gone ahead via the customer care website for Sephora to make them aware of you and your team's conduct this evening. What a horrible leader. The lack of professionalism from her staff is a reflection of her poor management skills. Blaming a customer on an issue created by a technical error and a team that doesn’t research the root cause of a problem is reprehensible. I was treated as if I was lying about the missing funds in an effort to take advantage of Sephora. Thank you for ruining what should have been an enjoyable birthday gift. Congratulations Sephora Sherway for a truly humiliating experience. I definitely will avoid this store in the future.
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November 2024 by Kim Wong
I had the pleasure of being assisted by Amy yesterday. She was super helpful, friendly, and patient working with me even though the store was crowded. Overall a good experience with the staff I interacted with !
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November 2024 by Justine Sharda
Trinity D. did an amazing job on my full glam for a wedding I had to attend. I highly recommend booking her, she knows her stuff through and through and was so fun to talk too :)
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November 2024 by Myra Percy
The upselling pressure from two salespeople was too much. I had something I wanted (and use regularly to compliments on how good my skin looks for my age) in my hand and two people pressured me to buy a different item at twice the cost. When I refused, there was subtle shaming about my ageing skin. I won’t be back to this store. It’s not a pleasurable experience for a woman in her late 50s.
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November 2024 by Jade Haughton-Grell
My mom and I had an enjoyable visit at the Sherway Sephora today, all thanks to Shaherra! She was lovely and patient with us with all our questions. She was very professional and knowledgeable of multi make up products. And helpful with her recommendations of make up products, which we loved. She made it a stress free trip and got us what we needed.
Thank you Shaherra!
We tried to do the store visit survey but the QR code was not working unfortunately.
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November 2024 by mia tas
October 25th, 2024. The two cashiers working from 7-730pm. There’s a shorter one and a taller Asian woman. The taller one, this review is for you. When you have a customer, the polite thing to do is staple their return receipt with the original receipt. And to ask your customer if they want a bag instead of throwing both their receipts and waiting for them to pick up their products and leave. Even though you were so unkind, and unprofessional, I still said thank you. And even to that, completely ignored it. I’m sorry if you’re miserable but learn to treat your customers with a reasonable level of your job description.
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October 2024 by Aigulenka Karimova
Good selection of products, friendly service
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October 2024 by Ucha2000
If you are looking for Beaty stuffs this is the place . A lot of variety and a lot staff to help you .
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October 2024 by Ziggy Kurasz
Good store, good service ?
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October 2024 by Salina Rosa
*VERICA @ SHERWAY LOCATION!* I had the most amazing experience with Verica, a truly wonderful makeup artist! She went above and beyond to help me color match, taking the time to ensure everything was perfect for my skin tone. Her advice was spot-on, and she introduced me to incredible products I wouldn’t have known about otherwise. Verica's expertise and genuine care made the whole experience unforgettable. From now on, I’ll only be shopping with her—she’s a gem! Thank you, Verica, for being so kind and making me feel beautiful!"
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October 2024 by Anastasia Bizyayeva
I had such a good experience here - bought a bunch of cool eyeliners and face and lip masks. Big shout out to Marlene who found me EVERYTHING I need and recommended some excellent products (and helped my mom too!)
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October 2024 by Shannon Labelle
Good makeup. I felt sooo pretty.
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October 2024 by Ana Magalhaes
Nice place but too expensive for me
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September 2024 by T
Staff here are super friendly and helpful, except for the individual who was managing this place today. She was quite rude actually. I was directed to her by the other employees to help with an issue and she said sorry what do you want us to do, we’re not IT. I understand people sometimes are busy, however, that’s not how you speak to customers. I left and purchased online.
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September 2024 by Kimberly Eggleston
Dev was so kind and helpful to me when I went here last Friday. I needed a whole makeup “wardrobe” for my wedding in a couple weeks, but I don’t really know a lot about makeup or the different brands and stuff. They helped to colour match me for foundation and concealer and were super patient with letting me try different products on my skin and giving really amazing recommendations. I couldn’t be more grateful to them for making what I thought would be a horribly overwhelming experience actually very pleasant. Thank you again to Dev!!
