I went to the Pen Centre Sephora location today as I got free early from the passport office so thought of doing some shopping. I was not greeted or offered any help in looking for the product so I had to go ask one of the girls myself. I paid for that product. After that I started looking for makeup products and as a beginner in makeup I needed some help. I asked another lady who works there if she can help me, her reaction was not very happy as you could tell from her face. I ignored thinking sometimes we all are tired. I am not a very picky person so whatever product she suggested, I said I will buy it. In between all this process I could see she is not interested in helping me or was not giving me proper advice. After the 2 products, I asked for help in choosing two more products to which she said she will bring a new box and I should wait. After couple minutes she sent another lady who works there instead of coming herself to help me. At that point, I could sense racism around me and that did not felt very comfortable. The new lady that she sent was even worse, I was talking very nicely with her and she would not even respond properly or say things like basic manners that kids in kinder garten learn. She would not even smile whenever I said thank you to her. At that point it was very very uncomfortable I could see those people didn’t want me in the store or was very unhappy that why I am there. She started behaving very rude when I asked her to help me find the color match. She gave me a really dark color to start with, even thought I am Indian my color is fair. The color she gave me was 3-4 tones darker than my skin tone. When she finally gave me the right one I said this is matching right, her answer was I dont know you have to wear it you can decide it. After that I just said ok i will buy it and thats it I will check out. While paying I said could you please give me some samples as you guys always do. She made a weird face again and gave me one sample only after spending almost $200 at the store. I would not recommend anyone who is not white go to this store or you will feel really bad about yourself or what your skin color is because thats how these ladies make you feel. I would never take my business to this store again. I wanted to buy more products but the way I was getting treated was horrible. I hope this get addressed asap by the management as I don’t want other people to feel the way I felt today. It literally spoiled my whole day. It hard to believe that people still discriminate based on culture/race/skin color in today’s date. I wish I noted down their names but I was not at my 100% that time because of those ladies. Very disappointed and hurting.

Racially profiled from the moment I walked in. Was being watched by multiple employees and they were communicating on their radio telling others to "keep an eye" on me. I asked one of them why and she completely denied it all. POC's beware.

I purchased a $250 gift card for my mom for Christmas. We went last weekend to use the card, spent two hours picking out $300 worth of product just to get to the cashier to learn the card was never activated. It was closing time, and the manager told me they couldn’t remedy the situation even though I had proof of purchase on me. I was told to call the number on the back of the card. Got home to called only to learn that the store was the only place to resolve this. At which point, it was clear the store manager just didn’t want to stay past her shift to correct an issue which should’ve taken 5min to resolve. The person on the phone couldn’t do anything but forward me to another department. Next person tried to redirect me to store and wasn’t listening when I said I had been to the store and that they couldn’t be bothered. Eventually once she realized how it’s been handled she filled out an escalation form, stating in the notes to call me so that the issue would be resolved quicker. I receive an email Tuesday of this week asking for proof of purchase, which I sent. It is now Friday and I have yet to receive a phone call or reply. I called Sephora again today to see what was going on. I was told the team that is taking care of my case doesn’t make phone calls (ummm what!?). I was told that I would have to wait another 7 days to receive an email, in which they will have determined whether or not the card is in fact inactive. Which will then take another 3-5 business days to figure out how to give me a $250 gift card that I have already paid for. I will say that today’s phone call was more productive; they escalated the case further. I have been forwarded to different departments without anyone able to fix this. I am disappointed more in the physical store and the customer service. They could’ve easily fixed this right then and there in store but because the manager just didn’t feel like it, I am having to run around trying to get my $250 back or a card with that amount on it. I will never be returning to this location. UPDATE: turns out the card on my receipt doesn’t match the card I was given. The number of ways this store has screwed up continues to grow. Online customer service was just as useless, unhelpful and unapologetic as the store. I am surprised by their complete lack of customer service.

Awesome customer service!! Short staffed today but Anzyleah was a buzzing bee helping everywhere! Thank you!! Bought Sephora brand. Tried and true as I am allergic to alot of brands. Sephora rocks!!

Normally, this place is okay. I went yesterday between 2-3pm.. I was totally gawked at. No one welcomed me, all the staff just stared at me and no one came to help me (even though I really needed help) I left because I was so angry that the staff there just eyed me the whole time and didn’t come to talk to me. I even tried to ask for help and people just ignored me... If this ever happens to me again, I will not be returning to Sephora. Not one of the staff members were busy, they all just hid around the til (there was a lot of staff yesterday so you could tell that something was off... why were there 4-5 staff around the til talking and not helping the swarm of people in the store? There were kids in there trying on glitter on their own.... no one around the make up mirrors...normally when I go there is usually staff there and always a greeter... not yesterday... I am NOT impressed.

Absolutely livid with the way I was treated. I’m a new mom and I’ve been looking for makeup to start over since my makeup is 8+ years. I went in and I had to find an associate myself as they were all huddled in groups around the store. The one I spoke to I asked if they had a particular eye shadow palette and showed a picture and before I could finish my sentence. She said no no nope online only. Sold out. Order it online. Fair whatever. Then I asked okay what about other palettes and same thing I didn’t get to finish to say I needed help looking for budget friendly things since I’m buying everything new. And I was told ya ya ya over there and waved I. The general direction of the store. I was hopeful someone else would come over and help and I had lost confidence in asking as I was already dettered by one associate but it was like mini cliques were in the store and they were talking about not just me but other customers in the store. Super rude.But after looking around by fluke I eventually actually found the palette I was looking for hidden in the store and I got up to the register ( this palette was on sale so it qualified for the additional 20% off) and the total rang up full price. They refused to discount when I said it was in my cart on my phone ( I just wanted to pick up in person and not wait to be shipped/ it said they had it in stock at this location) so I was told to show proof and that they could get it over ridden. Well I had no service the store and I was frustrated that they had a big sign out front saying there promo and the system couldn’t do it. I also expressed my frustration with the help I received to the manager on shift and it wasn’t until I started to walk away they were magically able to discount it. I had a similar experience with the rude and aggressive customer service back in the summer when I was about 7 months pregnant. I guess if you don’t come in looking for expensive stuff or wearing makeup they just shrug you off. 10/10 would recommend not going to this location. I definitely won’t be returning ever again. I’ll take my business to the Mapleview location in Burlington

I always have mixed feelings when I visit this store. It feels like the sales associates are always judgy and not friendly. Many products were out of stock when I went there. Store is almost busy always. So its hard to get attention of a sales to get help. Edit: For the holiday sale the weekends were extremely busy. So I went to weekday again, and surprisingly I found the service much better this time. New girls are friendly and eager to help. Didn’t felt awkward or anything. Happy with the service this time.

Got my free birthday gift, staff were excellent

So busy, I literally walked around asking if anyone was going to help me. Someone did find a lipstick I was unable to find despite it being right in front of me. Customer service was laughable, yet every salesperson looked busy-ish. I could not say anyone helped me with anything of import. Spent $60 all by myself in a laughably small bag. I did my real buying online. At least I got free samples that way.

I would like recognize Emily. Very professional and fast. She recommended a foundation that I will be using for an upcoming party. We did a test on my skin and I love that she was very kind and careful in selecting the perfect product for me. Thans Emily.

**EDIT: the store manager has since reached out to my mom directly to apologize and further rectify the situation. We really appreciate her support and help to get this sorted! My senior mother recently made a purchase here last month, and when she was checking out the cashier told her they were out of receipt paper and asked if an email receipt was OK, so she said fine. It wasn’t until after when she got home and looked at her email copy of the receipt that she noticed she was over charged for an item (cashier scanned it twice!) and so when she called the store to advise them, she had difficulty getting through and kept being put on hold. Once she finally got a hold of someone, they told her she needed to come back to correct THEIR mistake (she lives 40 mins from the store so to travel there and back for THEIR mistake it would be 80 mins +) so that wasn’t really an option. She ended up calling customer retention, and they would not refund her and gave her a hard time and told her they could only give her a credit for THEIR mistake, and she had to use said credit within 30 days. Absolutely ridiculous and horrible customer service all around from a company who made a mistake and over charged a senior, and didn’t do much to rectify the situation.

They always have the products in stock when I'm shopping for my wife which saves me from having to order online but Holy hell can you please update your men's fragrance section for the love of God, it's been five years at least of staring at the same selection. I'd love to be able to smell new or at least different scents for my personal use. I know this is mostly a corporate complaint, but it's mildly frustrating to have to go elsewhere to try fragrances when your online database has about 60x the selection, so I know y'all carry it. The staff is usually relatively friendly although this particular stores turnover rates must be so incredibly high because I swear I never see the same faces, ever. Niagara doesn't have that many young women, you have got to be running out of people eventually I imagine.

Not as good as the US, I like ulta better honestly. Employees are all over you like flies on honey was asked 5 or 6 times in 15 or 20 minutes if I could be helped. Look ladies, I know in here without a stitch of makeup on my face and my hair tied, but listen, its Sunday, and I'm a single mom, and I'm all out of trying. I own more high end make up than probably most of you so please let me browse in peace.

Very organized store. Staff very helpful and kind

As a VIB rouge customer for almost 4 years straight, I've always supported events at this location and associates have always been helpful every time I visit creating a pleasant experience. Today I had the unfortunate opportunity to meet DESIREE who was the store manager but can't seem to simply speak to customers with basic respect. She has a very nasty attitude and is extremely rude and cannot be bothered. The way she spoke to me and other customers was with no regard. If you dislike customer service - simply do not work in it.

I had a beauty service with an artist, at the Pen Centre st Catherines location- ( cant recall her name) the artist makeup application made pilling happen and had to remove everything and start over- which then turned into a rushed and an unfinished service. I called the manager who was very unhelpful when I inquired about a partial refund. She just offered me samples and was very indifferent. If the makeupartist is struggling, and is not finished at the time allotted- then partial payment would make sense. Worst customer service I’ve ever experienced at any Sephora.

I practically live in this store. Although it is on the smaller side, Sephora Pen Centre has a GREAT selection of fragrances, skincare, makeup and everything in-between. The staff are great! They're friendly and helpful but not pretentious at all. As a Woman of Colour, I have always felt confident shopping here due to the diversity of staff AND knowing that I can always find suitable products for my skin type (not always the case in the Niagara Region). Will definitely continue shopping here!

I refuse to go back to this Sephora here in st. Catharines. Was in there and I asked about a product and the girl gave me a dirty look and decided not to try and help me. I'd rather drive 45 minutes to Hamilton there they least greet me and asked me if there's anything I need or anything that they can help me with.

I received a gift but it was the wrong colour of concealer and my husband sent me the receipt to exchange the colour but when I went into the store the cashiers refused to exchange the product because for whatever reason the order number on the e-receipt was not showing up. They kept asking for the paper receipt but the email clearly stated Sephora won’t include a paper receipt and to use the email for proof of purchase. I have been a constant customer for 10 years and this was ridiculous as the purchase proof was in the provided online receipt. On top of that they kept saying the same nonsense over and over and then tell me to call a number. This location is the worst I’ve been to over and over they are rude and unhelpful. Do not recommend the pen centre Sephora.

The manger here is awful! Her name starts with J and she is pregnant . Cash experience was good, and sales associates were sweet. Shouldn't be hiring people with awful attitudes for management, it is a business not a circus. She cut me off when i was speaking with sales associate.

Corissa was amazing! So kind and helpful. The girls at the door who got corissa for me were also very kind. Corissa gave really great service and helped me with my colour match. Would go back again for her help. 10/10 in store experience

It has so much makeup to choose from. It was very expensive but worth the money. This cover-up is amazing. I couldn't be happier for my choice. This eye shadow palette is very good, too. I've been using the cleansing oil foaming wash and cream for my dry skin. All great products 😀🥰.

Rebecca was working "Benefit", she tinted and waxed my eyebrows. I always just dyed mine when I did my roots. Not anymore. I feel like a million bucks. I would much rather come in and get this done. I also bought a product that fills in the eyebrow and colors any greys or white hairs and a pencil. I highly recommend trying this Ask for Rebecca, sweet girl

Was in Sephora at the Pen Center with my daughter. We were helped by a male named Spencer. He was so knowledgable, so and answered every question! Kuddos to you Sephora!!helpful

Cleos at the pen is a great store to shop. The staff are helpful and very happy to assist you when your ready. Fun neat and tidy store.

Spencer was really kind and knowledgeable. They treated me with respect and I ended up finding all the products I needed for a fresh new look!

Maybe a good store. I don't remember going in or passing by. But Google insisted on me reviewing for it. All I know about this brand is it has a AR lenses on its website when viewing on the phone, where one can try out how the cosmetic looks good on their face and make purchase based on their preferences.

Spencer was super helpful to me and my daughter today, colour matching and great recommendations. I got way more than what I intended, but we left very happy. Excellent customer service here from the greeting at the front of the store all the way to cash out. Will return.

Very nice friendly staff and very helpful

I had my make-up done for my 60th birthday party. The make up artist did a fabulous job.

I've been in this sephora two times now, and each time the staff has been absolutely amazing-- super helpful !

I go here every Christmas to buy my wife new pajamas. The higher quality ones (back half of the store) are super comfy and always a hit!

Brittany was so helpful with finding me a foundation for my mom! Super patient and thorough. Thanks so much

The employees must be trained to identify married men. The second you walk in they surround you and find what you need to get you out of the store. It's great.

Vileena helped me pick the perfect minimal look for the holidays! The staff here are always super sweet and helpful.

This location definitely needs a bigger store! I was a bit bummed out, I was looking for a small gift for my sister's stocking and also planned on grabbing a gift card. Staff circled me in their skin care section and then security started to as well. I get that I might shop after finishing work in a greenhouse but I don't know if that gives staff and security the excuse to continuously circle around me while I try to decide on what I'm purchasing. Didn't see this happen with other customers while I was shopping

I love going to Sephora. The staffs are super friendly and helps me find what I want. I am not really good at makeup, so I appreciate the tips.

I had a 75 minute make up tutorial class with Annie and she was amazing! I don’t know much about make up and I am doing my own for my wedding so I need all the help I can get! She colour matched everything , went over tips and tricks and she was so pleasant to deal with! The whole staff was very nice when I walked in! Taylor greeted me when I walked in and she was so pleasant. Overall great experience!

My daughter and I were so pleased with our experience today that I felt it was necessary to share. I am new to the Sephora brand but I was given the time to ask questions and explore my options. Taylor and Spenser were so friendly and knowledgeable. Great experience due to an amazing team!

I can’t remember her name, but she helped colour match me for the rare beauty foundation today and I put it on this evening and it looks so good! She colour matched me perfectly and was very kind! and her makeup was slay❤️

My first time in SEPHORA and left feeling like I was being discriminated because of my age. I was handed off by one staff member to another who just stood at the display; offering no help. I was not offered a loyalty card at check out...I guess I'm just too old to make use of points! Won't be back

I walked in, not knowing what to do with myself and Alex was absolutely accommodating and very sweet, helped me with exactly what I needed with such a short budget. Made me feel veery comfortable even though I was way out of my comfort zone. Thank you very much Alex and to her coworker for your patience.

We went Sephora Pen Center for my daughter's prom make up. I had worries about professional make up but Spencer made an excellent job. He is super friendly and talented. We loved her make up it was super natural but at the same time very professional. Thank you Sephora, it is priceless to make a teanager happy.

Such a great place; staff is really helpful, informative, educated…. They made life excited with colours, Lot of fun but one more thing sometimes it’s expensive!!!!! Waiting for to get paid really well so that I can enjoy 😊 SEPHORA 😊filling colours in my B&W life❤️😊❤️

The woman in front of me in line threatened the poor employees of this Sephora. Not sure what was happening or what was wrong with this customer, but nothing is worth the way she was speaking to them. The two girls on cash were polite (I think one was the manager). This lady was crazy insisting to have the last names of these girls. I’m so sorry to the employees who have to deal with awful customers like that. Keep up the great work Sephora employees! I did ask what the two workers name were and it was Gabriel and Stephanie… they did great, and were so much nicer than I would have been! It’s the Christmas season… a friendly reminder to all to be kind to one another

Always love Sephora. Staff is very friendly and helpful.

Good products and staffs are very nice

Great place!

Excellent selection of cruelty free products. Check it out

Poor customer service Unorganized inventory Selective brands

Very attentive staff, and a great variety of products.

This location is excellent - the store is always clean and tidy, staff is always welcoming and willing to help. I had a great experience with a manager named Nicole, I was looking for a vitamin C serum to help with brightening my skin, she showed me multiple options as well as a couple face cleansers and moisturizers that also contained vitamin C. She was professional, polite and knowledgeable and I purchased multiple products at her recommendation. I am happy with the purchases I made and will be a return customer to this location.

They recently hired a male staff member names Spencer. I just wanted to take a minute and shout him out, because not only did he look ABSOLUTELY snatched in his eye look, but he was so helpful and knowledgeable. So happy that Sephora is embracing this part of the beauty community

Love it here ❤😍 so kind and great customer service. Updated: Recently went in again and had the best experience with me and my daughter. Definitely going back soon.

Love the ladies at the Penn Center location! All so friendly and helpful!

My ex loves it, I don't get it.

Loved this place everything went smooth my first time in pen centre they have a lot of deals because its black friday staff are friendly and always asked if i find of what i am looking on that day

Staff was very friendly and helpful. Didn't have what I was looking for however they staff member advised me how to order online ! Awesome as always thank you 🙂

I had a very negative experience with the manager here. I bought something in the US and wanted to exchange at this Sephora. The system was not processing the return, so the manager suggested that I had not paid for the items, or that I had already received a refund for them and was trying to get more money back. My account clearly showed the purchases and no refunds, so she had no basis for these assumptions. When I asked if it had something to do with me purchasing the items in the US, she said I couldn't have purchased them there because the border is closed. Very strange experience to deal with such a rude and accusatory manage when all you want to do is exchange a $16 lip balm.

It is not just this location, it is ANY Sephora. To find out the minks are killed violently 4 sephora lashes.

really nice girls that work there, one employee was very knowledgeable about the products and immediately knew what concealer would best fit me. she also took the time to find my shade in the back room. it is now my favourite concealer. another employee working cash was very sweet and genuinely kind.

Good customer service, nice environment, very helpful,

Service is friendly and very helpful staff when you are trying to find anything.

I just spoke with one of the managers; Andrea. She was super sweet, understanding and of great help. She wasn't pushy on the products and gave me a lot of advice for different solutions. I highly recommend her! Thank you Andrea.

Great service and was able to get my Mom a free birthday gift!

Good service

Super friendly staff and great selection of product. Sometimes staff hover a little too much

Staffs weren't well trained in their products inventory and had me waiting for half an hour to checked other locations for a product that they "had" at their store location which I found out myself. Seriously, the least you can do is to know what you have in-store.

Very knowledgeable staff and helpful very upbeat definitely recommend this location

I was there so my girlfriend could get her free birthday gift and they took her to the cashier right away it was no purchase necessary I noticed there was two cashiers working very friendly and fast excellent location five stars!

Needs more staff for this location

My favourite store to shop in. I could live here 😍

My all time favorite beauty store

Great quality merchandise....staff are there for questions and to assist you.

not helpful this visit

Great place to shop!

Friendly staff and almost always has everything I want in stock ♥️♥️♥️

Very helpful stuff, friendly and informative!.

I get all my premium skin care products here. Most if not all the staff are super friendly and knowledgeable of the products.

Lovely staff and the store is always clean

(Translated by Google) So-so (Original) Takie sobie

Helpful and friendly staff. Love the products.

Love this place but never have the items I want in stock

Staff is always very helpful and friendly, lay out of store is easy to follow, never had a negative experience