Good customer service is essential for the environment of any business to flourish. Sephora Serramonte exceeded my expectations on great customer service! I've been to many Sephora locations, I recommend heading to this one instead of any others in the area. I was helped by three lovely people: Ville, Marylin, and Angela. It was my grandmother's first time in the store and she was very pleased! Great service, caring environment, positive energies = a safe space for anyone to explore their makeup needs and desires. Definitely sticking to this location from now on. read more

This is a big "thank you" to SHELLY. She listed the items I was looking for and was very honest about which items would give me the results I want rather than just trying to sell me the most expensive items. Really happy about the setting spray with spf 50. (: read more

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Lani was so nice and helped me find what I needed, and she recommended me things that I wouldn't have thought of getting!

This review is on their new sales tactic not the actually men and women working here. Never have I taken the time to actually write a huge negative post but WOW everytime I come to this place I have over 10 people asking me if I need help or looking for something in particular. I get it customer service is important but wow this is too much! Sometimes I just want to look around and shop around. I don't know if theft is high in this location but getting followed constantly and asking me to "take me to see new products" is too much! I just want to browse take my time and see new makeup. This is the second time this happened which is why now I'm writing this review. I mean maybe it's just me, but sometimes I walk into Sephora "not needing anything" and just want to look around. I don't need to get help the whole time I'm there. Please change this. I am no longer coming to this location. It's just too much. read more

I made an appointment a few weeks ago to get a full face makeover. When I arrived, I was greeted promptly and seated right away. I was introduced to Margaret who was my beauty technician. I showed her my dress (attending a wedding) and she gave suggestions on what make up would go with it. I couldn't be happier with my face and omg my brows were perfect! The makeup, including eye lasted the whole day and night. She did my makeup at noon. The wedding was at 4pm in Pleasanton and ended about midnight. Everything on my face... and eyes were still intact. I have oily skin and the heat in Pleasanton didn't stand a chance! Thank you Margaret!! read more

Months ago my friend was buying over $500 in products, but at the payment moment their machine went out of battery, she was still charged and didn't get her products. She opened claims at the bank and with sephora's superiors. But nothing yet. She has decided to sue the company now. This store in specific said they'd call the police if she walked out of the store with the products she was charged for. Worst place to buy things. Many better and cheaper places at the mall read more

I AM ALREADY 67 DAYS WITHOUT MY MONEY ($651,23). I have already made a claim at the Bank of America 65 days ago and the Bank has updated me on the status that it is still awaiting the return of the Sephora Bank to give me the money back. This is ridiculous, I'll have to go to court to be able to solve a problem that the store has caused and has not held responsible so far. read more

Just had the most lovely experience here today on Christmas Eve!! Super fast, efficient service, incredibly friendly staff and just general kindness all around. From seeing the staff interact with each other with respect and kindness, to the helpfulness of all FOUR consultants that helped me out, it was just a really nice experience. I really appreciate all the people trying to keep our holidays relatively normal during this crazy time!! read more

I came in looking for three products (foundation,eyeshadow primer, makeup remover) I needed but also wanted to browse to see if there was anything else that was new. I am pretty upset because it felt very unwelcoming from the second I entered the store. Once I entered one of their employees just constantly followed me from each side of the store and was hovering and staring at everything I was doing. And when I asked for help finding a specific makeup remover they had no idea what I was talking about and wasn't any real help. I am honestly really disappointed. The following and hovering definitely did not make me feel welcomed at all. read more

Edit: so I came back here thinking things had changed. But nope! The service is even worse. When I asked what appears to be the only black worker for help with a product, she blatantly displayed a lack of interest and without looking it up or even looking at the shelf said they are sold out of the product I was looking for in a annoying a** girly tone. Then, she purposely acted super helpful with other customers (I mean, I'm not too mad cause get ur ugly a** energy far tf away from me). And the rest of the time was whispering at the cashier area with her coworkers. I don't know where on the depths of the earth did Sephora time and time again find these gremlins as a representative of Sephora. I mean, Sephora, im not sure how you're still employing a bunch of liabilities. But ok. I am beyond disgusted with that girl's extreme obnoxious, insecure, and disgusting behavior and will never give this store a chance ever again. Btw. Come here if you want to be treated like a robber. All customers treated with equal attentive considerations: because we are robbers to them. Idk how they think stalking someone will deter someone from shop lifting. Cus if someone had to heart to shop lift, ur stalking won't stop from doing so. Idk why they're harassing their customers when they know damn well if there is an actual shop lifter, they can't do sh*t about it. But then again, they only hired bird brains in this store so what did I expect? read more

Stopped in 10/26/2019 to pick up products that I was running low on. Angel was really nice and answered my zillion + questions with a smile! Billie was also extra helpful and walked through various products. I got samples too! The one star is for the horrible parking, which took an hour to find. Ugh!! read more

I love Sephora, but I had the worst experience here and will never come back to this location. The workers literally follow you through the isles whispering through the walkie talkies like undercover agents. Like seriously we spend so much money in there for the workers to be so aggressive and act like you're stealing. If I say I'm okay I don't need help then please let me shop in peace. The behavior just made me walk out, VERY annoying! Anyways I just go to the Stonestown location they're way more helpful and less aggressive. read more

I stopped by to return my online orders. Upon stepping into the store, the staff made sure we wear masks and reminded us that Sephora won't offer makeups try-on for safety reasons. I went in and walked straight up to the check-out section, the staff who helped me was so friendly and helpful, no attitude even I was returning items! I will definitely come back to this location! read more

My just turned Sweet 16 year old granddaughter (who's birthday was on 12/3) and my 17 year old niece were in this store while an adult niece and I sat in the call with our toddler on Saturday 12/4/2021. We had just left the cemetery visiting with my mother and sister (may God rest their souls) when I got a phone call from my the 17 year old. I missed the call. I tried to call her back and she didn't answer. As soon as I hung up they were walking to the car and I jokingly asked, "is everything okay, you young ladies rang?" My 17 year old niece said they were followed around the store and after paying for a few items, a male store clerk ask my granddaughter if she would be paying for the items in her pocket. After 'clinching my pearls', I walked them back into the store to demand answers. They gave me some cock-o-manny response about them thinking they put something in their pocket. THEY RACIALLY PROFILED my babies y'all. I was livid, do you hear me???? LIVID. I called the police to file harassment charges against them and was told because they didn't touch, detain, block them front leaving the store, I could not. I verbally lost it in that damn store y'all. Additionally, I made my granddaughter return what she purchased and had 'the talk' with her about NOT spending money in places that treat you badly. I am STILL very, very disturbed by their behavior and how my babies were treated. Now they will have to have therapy for the trauma they've experienced. I contacted the corporate office and will not rest until they are better trained and/or this business site is closed down. I will not let this traumatization happen to another young child of any color. I would like to thank a fellow customer who assisted me in explaining to the clerks how they could stand to benefit from sensitivity training when dealing with teens of any color, hell - people in general. read more

First time in the store today. Employee approached me and asked if I needed help and got what I needed right away. All the employees are friendly and helpful! Only negative, the lady who cut ahead of me in line! Love that there is a Sephora in Serramonte! read more

I have never felt so humiliated and traumatized in my life. I went to this location to return a eyebrow pencil that had been broken, it was past the 60 day mark so I couldn't return it, which was fine. I told the cashier that I had one more item to return but I had left it in my car. I told her I'll be back real fast. I left the store and the door greeter said "have a nice day" and I told her "oh I'll be back " when I came back to the register the manager and a security guard was there waiting for me saying the door greeter said I cursed at her. I was like No I did Not! She must of misheard what I said. I would NEVER curse at someone especially the door greeter who wasn't even assisting me. I told them I told the greeter "oh I'll be back" I told the manager Antonio to look at the camera footage and it will prove I never said that. I left crying and made my anxiety sky rocket. I made a call to Sephora Customer Complain line and I will be hearing from them in a few days. A company can not accuse anybody of something they didn't do, that is very dangerous thing to do! Hopefully Sephora will train their employee's better. read more

This is for Sephora return policy. I purchased an eyeliner online. As you know it takes a few days for you to receive it. I ended up not liking it so I went in to return it. The saleswoman said that i couldn't get a refund as it was past their 30 day policy. I told I receive it on November 22 and that it was on the shipping label, so I'm within the return policy, she said no, it's from the day the order is placed. I'm like WTF? How is possible. That doesn't give the customer 30 days. I was irritated, not at the saleswoman as she only follows corporate policy, but that makes no sense. Grrrrrrrr read more

This Sephora has the friendliest workers! I came here to purchase a new toner, which a very kind worker helped me locate, and to also pick up my Sephora birthday gift. All of the workers were smiling and very approachable, and the cashiers were great also! The store itself is small but very well-organized and clean. Will definitely be coming back to this Sephora (: great staff and service. read more

It's awfully small and they don't carry everything, like Pat McGrath. I wish that they'd transfer items from store to store, for example it would be nice to transfer testers from the Powell store so I could try them without needing to go to skanky downtown SF. read more

I was helped by two people and they were so incredibly knowledgeable. I was in for new skincare since my maskne just isn't going away on its own :( I don't remember the girls name who helped me, but Daniel was absolutely amazing! He helped me find new things to supplement my current routine to help combat the maskne and so far my skin has done a 180! All of the products he recommended are fitting in perfectly with my existing routine. He provided the best customer service that I've ever had at a Sephora! I live pretty far from this location but I will absolutely be changing my home store because the people who work there are worth the trip. read more

This may just be my new favorite spot in the bay for Sephora's. Thanks to the employees! Everyone is genuinely nice and happy. Small store but lots of good stuff in it!! They make exchanges and returns a breeze compared to other stores!! Thanks guys!! I feel really comfortable shopping here regardless of how I look. Full beat or not. read more

This Sephora has to be one of the nicest ones! The employees were really kind, and we were greeted more than once! My dad and I were here for maybe around less than 8 minutes, so getting greeted and getting asked if we were doing okay more than once in that time period was great! I've been to Sephoras that have employees that either 1) don't greet you or 2) greet you and ask if you need help cheerfully, and once you say that you actually do need help, they give you a rude and sometimes condescending attitude. I'm glad to say that this Sephora had neither! I work in retail myself, and ever since I've always had a thing for stores that have employees greet you and ask you if you need anything. All the employees seemed really nice and accommodating, like they actually wanted to help you. My dad asked an employee a question that was on the brink of being a dad joke, and she answered his question cheerfully and thoroughly. The girl who rung us up was really nice too. Overall I'd say that this is the nicest Sephora I've been to! read more

The 1 star review is strictly how I feel about my shopping experience. I've shopped here a couple times before, and always left the store feeling disappointed. It's time for a customer service upgrade, meaning "training ". Stop following customers around watching every move, stop asking continuously if help is needed. If you suspect someone might be stealing then call security, but do not treat everyone like were stealing. I get so mad at myself when I walk out of the store with a purchase of 100.00++, especially after leaving the store feeling so livid, and irritated. Managers, this reflects on you! Two words "BACK OFF!" Assume all your shoppers are there to spend their hard earned money, instead of assuming shoppers are there to steal from you! Terrible management! And please stop asking shoppers "what brings you in to Sephora! It's none of your business!! read more

Wow such a great experience here!!! I love Villie totally nice and great! Was about to walk out with the Too Faced lip plumper by itself & he literally stopped me and told me about a great deal! Would've not known!! Plumper plus the mascara stocking stuffer! Also recommended me the huda beauty lashes! I was sold! I literally don't go to Sephora often, but wow I felt like I made friends here hahaha I wished I knew the other guy's name at the front checking my items out, but he was great too! Really funny. My experience here made my night. Thank you!!! read more

Went in for a couple of things, this isn't the location I usually go to because it's so crowded. I asked for help and Cece was great with her suggestions which made it easy for me to get out as quickly as possible. read more

I enjoy coming to this place. Everyone is helpful and gives me truthful answers. I get a lot of my skin care at Sephora. I tend to have a lot of questions when it comes to make up, since I'm not sure on what to get. They always offer to give me a sample 1st to try before purchasing. They show me techniques and how to properly apply. This mom of 2 boys is very great full. read more

I love Sephora, and this one is definitely leaps and bounds beyond the one inside JCP across the street. Darlene, Tracy and Solimar have always been super friendly and helpful during my several visits thus far. However during my last visit was excruciatingly annoying. I got asked by at least 4 different associates within the same minute if everything was okay, it felt like I was being attacked like at Lush. When I tell them for the millionth time that it is and that I'm browsing I hear two cast members clearly chatting about me as if I can't hear them. Word of advice: at least wait until a customer leaves or you're in the back to gossip about them. Some of us like to shop without being smothered. read more

Sephora is a playground of all the things I absolutely Love..make up, perfume, lotions, and creams! Eyeshadows, pencils, and Mascara's..anything you need you can get here! They have people all throughout the store to help you if you need it, and if you don't, that's ok too. I just purchased the Kora organics noni glow face oil, if you like a more natural dewy look as opposed to the face make up look..you will Love this..Ok that's all I got read more

Brought my younger sister in for a foundation shade match the lovely lady (wish I remembered her name) was so helpful and sweet.I haven't always had the greatest experience at other Sephora locations. read more

It was just ok. The employees at Stonestown are much more helpful even when they are very busy. I came in to this Sephora and it was not busy. I really didn't get any help even though there were a lot of employees working. I had to hunt one down. Love Sephora but I think I am gonna stick to the one at Stonestown or Nordstrom. read more

This was my first time going into a Sephora. My friend had brought me in because I wanted to start a cleaning routine for my acne. I've tried many products before from target and online but since a recent breakup the stress started making my face break out more. I cannot remember the lady's name standing outside, she had curly hair and was on the shorter side her name started with an A, she was super inviting and made any of my nervousness go away just from talking to me outside. It made me excited to go inside, once inside Allison helped me find the perfect products for my problem and skin. She took the time to get to know me and my skin and only went for non cruelty products as I requested. She honestly made me the most excited to start on this new routine, I love that she found products for my oily skin and products that were light since the main reason I didn't use products were because they were so heavy. Everything she recommended to me was so light. It's only been a week into using the products but my skin is clearing up and oily free. I'm very happy to have come here and met these two ladies. Thank you, you two deserve raises. read more

Darleen was such a sweet heart! I told her my skin concerns & how hard it is for me to find a primer for my dry skin that has texture & pores. She recommended the Ren primer & one by Cover FX. She definitely took the time to listen to what I had to say & really went out of her way to inform me about the products, instead of selling me some random thing that I would probably end up returning. The Ren primer is amazing BTW! Pricey but super duper worth it! Thanks Darleen! (: read more

I think this will be my favorite Sephora store from now on. I used to shop the one in Stonestown A LOY, but SCREW THAT after I got accused of stealing?!?!? The Asian girl with gold framed glasses! SHE IS THE BEST! I love her energy! She definitely made my day!!!! read more

I did a quick exchange for a wrong color match. I chose it myself and I'll tell you why. The BIG problem is no one in the store except a skincare representative was wearing makeup! All the women representing/associates working for Sephora were bare faced. No gloss. No concealer. No eyebrows. Nothing. No makeup. I was disappointed, overwhelmed by the lack of inspiration and no one seemed to care. There was no hand sanitizer anywhere, no makeup remover, no alcohol spray, tissue, round face pads, or a trash can. I asked someone and they just pointed to a trash can & pulled a makeup remove bottle from a table. No one greeted me either. I use to work at Sephora years ago and it was mandatory to wear makeup and GREET everyone. Be personable and happy! I love makeup. It's fun. Don't work there if you're going to frighten people with your attitude and not care about MAKEUP. We as women need to uplift each other and bring out of best attributes. This is not the store to go and be inspired or feel strong or beautiful. You guys need new management and remember where you work at and why you're there. If you don't like it quit and find your passion else where. I'm not going back there. I'll drive further and go to a different Sephora location. read more

Went to this location two days ago to pick up some skincare and had the best interaction with employee Brianna Z. She was so helpful and sweet as soon as I walked through the door. She was so knowledgeable about skin care and the ingredients and addressed all of my skin concerns. She helped me pick out 6 items that I'm in-love with and also have me a few samples I will be coming back to get the full size of this weekend. Not only was her knowledge and recommendations amazing, but her positive attitude and smile were infectious. One of the best employees they have hands down. Hope to see her again in the future to have her help me pick out makeup and perfume. THANK YOU BRIANNA Z. read more

The staff was so helpful. They close at 8pm right now which kind of sucks, specially with holiday time. However I loved how even though I was there past 8 they didn't hassle us about closing, or rushed us. It was a fantastic experience. Sadly I didn't remember the associates names, but I truly had an enjoyable experience. Especially since I came in after work with no make up on. Even though I'm a VIB Rouge, I find that a lot of times when I walk into OTHER Sephora's I'm not treated as well when I'm not wearing a full face. Over all this was hands down the best Sephora visit I've had in years. read more

Went to Sephora today looking for a moisturizer and a few other stuff, when I was greeted the lady asked what was I there for and half way to telling her she said ok ok just come on in that was the first strike. I was in there for like about 30-40min and still not one person approached me. I didn't want to ask because they should come up to people and provide customer service. One specific employee stood out while I was there it was a white male with a Mohawk dirty blonde hair tall. He was determined to only help his race white people, I walked by him purposely a few times and nothing no hello welcome no can I help you nothing but for about 5min I observed him and o my would approach white people. He seemed like he had a manager position because he was bossing around his employees through his headset. Sephora.com helped me more while being there. Still bought over $100 but please Sephora at serramonte help your staff stop being so racist and teach them to provide good customer service because at the end, we the consumers are paying you. I would give a 0 if I could so sad read more

The employees here need to be more polite and better trained. My boyfriend and i went in today around 5 to pick up some products. I always shop at Sephora so I am pretty used to the employees asking if I need help. The first couple of times i was asked I didn't pay much mind to it but once I realized that we were being followed and watched it got pretty annoying. The thing that ticked me off the most was that we were standing near the cashier and she turned towards us and said "they're still over here" on her walkie. I work in retail. I know what it's like to be suspicious of certain people. I didn't think we looked suspicious at all but I understand that some of the workers felt that we did. What I think is 100% unacceptable is how they were acting around us and what the cashier said. I have been shopping at Sephora for years and I don't plan on stopping anytime soon but I really hope that some type of management sees this and trains their employees to better handle this type of situation. read more

This location is now open - yay! There were many salespeople working on my visit and all who were free approached me offering their assistance. I let the first salesperson know what I was looking for, and she led me to the area where it was supposed to be. It was not there even though the website said that it was indeed in stock at the store. I decided to wander around on my own a bit and ended up finding the item myself. While I was waiting in line to pay, another salesperson approached me asking if I would be paying by card because she could ring me up at another station using her portable device. It's nice they have this option to shorten wait times at the cash register. FYI it can get pretty busy in the lot - I parked across the street in the lot close to JCPenney where parking was plentiful. While their workers could be more knowledgeable about where their products are located, they were all happy to assist and I'm glad that there is now a stand-alone Sephora at the mall now! read more

Ok first off I'll admit I was looking a hot mess coming into the store. I was in sweats with no makeup on and it was my errand day. The moment I walked in I was greeted and offered assistance. I politely said thank you, but declined help. After that, it was as if every aisle or section I walked into I kept getting approached by different employees offering help. Now this is what gets me, I've worked in retail before and clearly they all announced on their headsets that I must have been a suspicious client and to keep their eyes on me. Again yes, I know I looked a mess, thank you. Another associate encouraged me to take a basket for my shopping, as if I would mistake putting the product into my purse. Eventually I let my annoyance go because I needed to restock some things and did not have time to wait to order online or go to another location. By the time I got to the register, they ask if I have a beauty insider account. Here's the kicker- the associate's face changes when she sees my account pull up and thanks me for being a Rouge member. JFC. Lesson learned-if you want good service and don't want them thinking you're a klepto, brush your hair before going in. read more