SEPHORA LONDON WEST Reviews Summary

Customer Service

Pros:

• "This review is to highlight how lovely the staff is especially Gabrielle. She helped me build an entire makeup routine I was looking for, and is absolutely great at what she does. Very knowledgeable and helped recommend products for my skin type and texture."
• "I feel I must congratulate Sophora on their staff and high level of customer service."
• "I had an excellent shopping experience at Sephora while purchasing a gift for my wife. The exceptional service I received truly stood out."

Cons:

• "Terrible customer service. Never shopping at sephora again."
• "Went today as I was interested in the haus labs concealer and other products...the customer service I experienced was terrible."
• "Shop looks very disorganised and messy. Sales assistants were not very helpful."
• "One of the worst customer service experience. The assistants rather talk and laugh with each other than ask if you need help."

Product Display and Availability

Pros:

• "Wide range of products, helpful staff."
• "Lots of brands you can't find elsewhere!"

Cons:

• "I tried a texturising hair spray thinking it was a tester...it was displayed in a way that all the other testers looked, I didn’t realise there was no tester label."
• "I came in today to buy some makeup, and I was honestly disappointed with the experience. First, everything was a mess, the testers were run down or missing."

Store Policy and Experience

Pros:

• "My two daughters loved Sephora. Anything that makes them this happy makes me very happy."
• "Sephora is an exciting place for my stepdaughter to visit. It’s all about the shopping experience which feels unique."

Cons:

• "The manager wrote on the receipt it was “damaged” even though I only sprayed a little bit."
• "We queued, spent time searching for the various items she wanted, then went to pay at the automated cashier... We were told that they didn’t accept their own gift vouchers in-store."

Staff Knowledge and Helpfulness

Pros:

• "Gabrielle was particularly friendly and knowledgeable. She helped me to find a foundation and was also very nice to talk to."
• "The person at the benefit stand was fantastic. They were incredibly helpful, explained the shades, showed me the one they wore and what they’d recommend."

Cons:

• "I found a foundation I liked the look of and I asked a few members of staff if someone could shade match similar to the foundation I was already wearing... 'How am I meant to tell, you are wearing so much makeup'."
• "I was in a section of the Sephora collection skincare and two members of your staff were standing next to me but non of them wanted to help me."

Store Atmosphere and Layout

Pros:

• "There were many different brands and displays showing products that were hot on social media."
• "I chose a week day to visit because it’s crazy busy on the weekends therefore a pit of hell. I was left to browse at my leisure by the staff, which was lovely."

Cons:

• "Alot smaller than expected. Doesn't have all the popular, big brands you would expect."
• "Long queue’s to get in, no stock when you actually get in and it’s a huge scramble for products, not organised at all."

Staff Behavior and Attitude

Pros:

• "I was given a YSL foundation sample by a stunning Asian man, he was most insistent I try it and complimented me on my blue mascara."
• "I received excellent Customer service by Laluna."

Cons:

• "Staff standing in the way of all the stands. Even when saying excuse me they still don’t move."
• "The Sephora London store has the worse customer service, the staff are rude and the security look at you like you are going to steal something and follow you around the store."

Product Quality and Return Policy

Pros:

• "I went into Sephora looking for a shade match for some foundation, concealer, bronzer and blush... Excellent customer service from her, she was very helpful, personable and kind."

Cons:

• "I bought a Sephora plump gloss and it's very uncomfortable, I really didn't like and it will go to the bin!"
• "Do not bother with this place unless you want to be treated like a criminal the minute you walk through the door."

Overall Shopping Experience

Pros:

• "It isn’t somewhere that I’d regularly shop but if I had the money then that would be different."
• "Just a really super, fun and friendly place to go."

Cons:

• "I can compare this store with the ones I've seen in different countries and your main issue is actually your staff."
• "Dreadful customer service experience. I used their self-checkout aisle and their system seems to be down."