I went in yesterday with my mom to find a new eyebrow pencil product for her. We were shown to an area of a brand I've know & then ask the Sephora sales rep to help pick a color & show her how to use the product on one eyebrow as an example. The Sephora worker said she couldn't since it would be considered a "service" per the Sephora policy. I took the pencil and attempted it myself to help my mom out, while the rep watched and stared. We picked a color & reassured my mom that we'd watch a video on how to use the product later. Sure enough the same girl offered to ring us up for the product. Commission without knowledge. How the heck is anyone supposed to know how to use any of the 1000s of product that Sephora is selling if the 5+ employees that are always standing around can't show you how to use actually use the product. Sephora has changed if this truly is the new "policy," to not allow employees to help put a product on you to test it. We weren't asking to do our whole face, just 1 eyebrow. Disappointing. Brand is nosediving read more

Stopped by for a quick visit to stock up on some travel-sized refills and ended up picking up a new cologne as well. Even though it was a short stop, the experience was excellent thanks to Kasandra, who took great care of us. Kasandra was incredibly helpful not only with the transaction but also with guiding us through a few cologne options. She gave thoughtful suggestions, helped us test different scents, and made the whole process smooth and enjoyable. Her patience and friendly demeanor definitely made a difference. The store itself was clean, well-stocked, and easy to navigate, which made the quick stop even more seamless. Overall, a great experience at this Sephora location. Big thanks to Kasandra for the warm service! read more

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Came in with my boyfriend to buy some cologne. There was no one to greet us at the door and the employees were standing around talking to each other instead of checking in and offering help. Would love to experience better customer service as I usually experience at other locations. read more

I had bought one of those perfume kits a while back from online, and inside there's a coupon where you can come redeem for a full-size bottle. I happen to be in the area. I noticed that the Sephora was here. I was in and out in, probably like five minutes. Very easy procsss and kind service. 10/10 read more

Great Sephora location: well stocked, adequately staffed, and relatively easy street parking nearby. I went to get a foundation color match and the beauty expert found a perfect shade and formula for my skin. Large brand variety and you can try nearly everything. Staff tread the fine line of being helpful and available without being too pushy, though there is some sales pressure. I appreciate they still have brick and mortar shops, and this is a nice one. read more

Tiara was soooooooo awesome! As soon as I walked in the door she greeted me. I had a list of what I needed but I was unsure about the contour stick. All I said was I just didn't want it to be greasy. She lit up and said I know the perfect thing! She even showed me a secondary option as well. She was spot on with choosing the color and formula for me. Hands down the best experience ever in a Sephora store! read more

SEPHORA - What I purchased today, thanks Tiara! - Cosmetics & Beauty Supply Near Me - Palo Alto, California

I wanted to give a shout out to the staff at the Sephora in Palo Alto. My son had a play that he needed makeup for and the staff (I didn't catch her name) was SO kind and helpful as we got everything together. I don't think I have had a better in store experience. read more

The girl who helped me was so nice and professional. They were out of the product I came for but I got two different items that I am super pleased with. Most of the time I come out with items I never use or try once and hate and don't return. She made the experience pleasant and I have two amazing products that work for me that I really like. read more

Super helpful staff, always eager to help! Wide selection of products. Love to see it!

This was my first time at Sephora shopping for myself. I was in need of supplies for a cosplay. When stepping into the store, I was immediately greeted by Andres and was asked if I needed help. I prefaced my ask saying it was "unique" and it did not phase Andres at all. I presented a photo of the cosplay makeup I wanted to achieve. Andres quickly assisted me and guided me to the items in the store I needed. I was assisted in a very professional manner and did not feel rushed at all. When I was done receiving assistance from Andres, I stood in line at checkout. While at checkout, another customer was being assisted and there was a wait. But I didn't have to wait any longer as Kessy (sp?) came to the rescue and assisted me with checkout. The assistance continued beyond that as I had a conversation with her about a recent anime event that we mutually attended! From there, I had more cosplay related questions and more items were added under my arsenal to assist in my cosplay even further. Kessy also helped me with rewards membership, samples, and freebies. What I expected to be a simple/plain/intimidating Sephora trip became a memorable experience which will surely have me coming back soon! Thank you both, Andres and Kessy! :) @jirosan_cos read more

SEPHORA - My first Sephora haul! - Cosmetics & Beauty Supply Near Me - Palo Alto, California

Came in to look around and got roped in getting my eyebrows waxed. I asked if they shape the eyebrows according to face structure and I was told that's what I was getting. But instead I don't know what I got the person did nothing and I don't know what hair she pulled. This was not worth the money and I still need to get my eyebrows done. read more

HORRIBLE EXPERIENCE -- SEVERE CONCERN I was completing an Instacart order at this location and was followed and closely watched throughout my entire visit. This behavior made me feel extremely uncomfortable and unsafe. No customer -- Instacart shopper or otherwise -- should ever be subjected to this type of treatment while simply trying to shop. read more

This Sephora location definitely upgraded themselves. I used to dread going in, given the at times unhelpful and seemingly annoyed stance on the employees; but recently it's been different. It's actually nice to go in. The employees currently are quite pleasant. Today, I was met by Monica, and she was so very helpful. A real joy. She was so knowledgeable, and suggested something I never would have chosen for myself... but absolutely love. I can't wait for her other suggestions to arrive in the mail, as they were out of stock. Thank you Monica, and Sephora! read more

I don't know what happened to the short girl with a nose piercing who used to work there, but she used to carry the whole store. I don't know if she left but it hasn't been the same since. The last few times I've been in there, I've been refused service, they've been very dismissive, and my needs were not thoroughly met. Get it together sephora. read more

Jasmine the sales/makeup professional there helped me out a lot. Got me my right shade. Helped guide me through different brands. It was super kind and friendly of her to talk me through different options. Thanks, Jasmine! read more

Nicole and her entire team were so incredibly helpful! Nicole was extremely knowledgeable and patient, she helped me find the perfect products. She was so friendly and welcoming, thank you nicole!! read more

$80 for this uneven, unblended look. This was for the "Full Face 60 minutes" $60 for the service $20 to reserve it SAVE YOUR MONEY! read more

All workers were very friendly and attentive. Special shout out to Leia and Alyssa today!

I have been to the Hamilton location and the associates are never friendly! Not going back to this location. I am usually the one having to ask for help because they are to busy chatting among themselves. read more

I got my makeup done by Alejandra and she was amazing! She listened to my preference, had helpful suggestions, and did a great job. I miss the days where makeovers were free with purchase, but the final product was worth the price! read more

If you want to be falsely acused of theft while shopping with kids this is the place. Imagine innocent mistake and you are being charged with falsely stealing things, imagine you have cancer and you go through therapy and by lack of sleep you accidently place items inside your bag while looking for a phone and now not only you deal with cancer but also have to deal with false accusations not only it ruins innocent person life but destroy your health since you worry sick about this situation. Welcome to this store. Their security team laugh in your face and tell you they DO NOT Care. This is what i call professionals who refuse for you to pay for accidently taken items while receiving therapy. This is what we call JUSTICE in America. Avoid this store at all cost. Spare headache. read more

One star for the manager who was a bit rude. Definitely better customer service at other locations.

Both the manager and sales associate who ultimately helped me out were very kind, but gosh was the sales associate I initially dealt with rude! She spent less than 5 minutes with me talking about products before getting frustrated that I couldn't quickly make up my mind and very abruptly walked away from me. I was shocked by this and left feeling like I'd done something wrong because I wasn't instantly committed to taking her suggestion? I had to try to find someone else to answer my questions so I could decide on my purchase. I at least appreciate rude girl's honesty in letting me know the mascara samples aren't sanitary due to people often just trying them on without a test wand. Sadly the kindness from the other people who helped me couldn't wipe out the alarmingly poor treatment I received from their team member. It seems based on the reviews below that I'm not the only one who's had poor customer service at this location. Now that I think of it, it isn't just this location where I've had been treated rudely! Okay Sephora, I'm done. I'll be sticking with Nordstrom next time where the sales associates are nice to you! read more

Sabrina. Thank you for all your help the other day in finding toner. I appreciate your kindness and help!

Manager Shawn, amazing and very professional with great customer service! I really like this shop!

Thank you, Dania, for assisting me! She was extremely kind and patient with me. I have an idea of the color I should get but just wanted a professional opinion to assure my decision, haha. read more

I love any Sephora store. All of their products are amazing. For example, the Sephora products are great, glow recipe slays, and their so many other brands that I love that are only at Sephora. I like this Sephora location the most because there is never anyone in the store. There are no lines. read more

Love this location - convenient store front, organized, and friendly service. I appreciated that they are only allowing minimal number of people inside and sanitizes the counter between customers/transactions. TIP: If you know what you want, I recommend you go online to reserve the product and pick up and pay for quick easy shopping. It's so convenient and saves time from jumping from one store to another. read more

The way they treat people of color is unprofessional and rude. I will never come to this Sephora. The girl with the purple ponytail said to another employee that " I wasn't going to purchase anything" and on top of that one of your makeup artist was rude about me seating in one of that chairs to feed my daughter. If I could, I wouldn't even give them one store. read more

I just had a brow wax and perk facial with Fani, and I was extremely impressed with both her customer service and her technique. She stopped every step of the way to let me know what she was doing next and to make sure my sensitive skin was feeling okay. Afterwards she helped me pick out a bunch of different products and had very insightful recommendations. I'll definitely be back thanks to her! read more

I don't usually make reviews but I used to love going to Sephora because of the helpful associates. I went inside with a friend of mine and the associates didn't even bother to greet us or be helpful. Two associates were gossiping on the side as we were looking around for someone to help us. Other associates were just roaming around and staring down customers instead of offering to help. We saw an associate who helped one of the customers and waited to be helped by her but she seemed very busy with the customer as she was doing her job. We finally went to the front associates to help us with our questions and were offered services to come back. I feel like we went into the pandemic and returned to a new world of people who doesn't enjoy their jobs anymore. I really hope that was a fluke but it wasn't even that busy for the associates to seem distant and unhelpful. read more

No customer service the employees are so unfriendly, not helpful at all. I went to return four items and the cashier only returned three. "Oh, I'm sorry, I didn't returned the third item " I had to go back to the store read more

The 1 star is for the cashier who checked us out. My coworker and I came here after work (in our uniforms, with the logos on them, trust me this is important). We came in initially to return a product that wasn't working for my coworker. She returned it while I sought out an associate to help me with a few questions about finding a good BB or CC cream. I was matched (perfectly, mind you) to a couple of good products and received samples of these products to test out before buying (because I'd rather not waste a full bottle if I don't like it, common sense right?) My coworker was matched as well and also asked for samples. The associate was extremely helpful and seemed interested in helping us. She answered our many questions. I wasn't initially there to spend money at all, but she suggested a setting spray and I bought it solely on her word because her makeup looked impeccable. I also asked for a full size sample of a cream that the associate recommended for dry skin. Everything was fantastic until we got to the associate at the register. He seemed disinterested and like he didn't want to be there. Fair! I don't always want to be at work either. But you can talk to us like human beings, that's okay. My coworker and I asked him a few questions, he would put his eyes down and begrudgingly answer. I had more questions but was put off by his demeanor. I checked out and we were on our way. We made a pit stop to check out a few skincare products that my coworker uses regularly. She was telling me about how she uses them and we were interrupted by the kind associate that helped us before with, "can I help you two find anything?" Now this is all fine and good, but it seemed forced this time. So we got the impression that the cashier may have told her that we were going to steal? Now, do you think that I, a 30 year old woman, a supervisor at my company, wearing my work uniform, with the company logo on it, would shoplift in your store and jeopardize my job over a skincare product, that I can afford? No. The associate proceeded to talk about how great that line of skincare was. We had a couple more questions but ended up leaving because we were uncomfortable. I really wanted to browse that skincare more but we were put off. Unfortunately we won't be back to this location. Usually we go to the Stanford shopping center Sephora and it's much more packed. I can see why this particular location was so empty. read more

I love and adore all about Sephora except the rude person Nick that greets at the door. He has a nasty scowl on his unattractive unwelcoming face. He looks you up and down with disgust. So unprofessional and cuts you off mid sentence. I tried to explain how I had something on hold and apologized for being 3 minutes late. He kept repeating how "We are Closed" We are closed"! When I asked for his name, he said why. He than scowled at me and ignored me twice and walked away. Beyond unprofessional for costumer service . Maria and all other staff and mangers were beyond happy kind and had very pleasant smiles. Nick should find a new career . I will never go back to the Hamilton because of him. Sad to say. I will contact corporate also as this was not the first time I have experienced his attitude. read more

GUYS! This Sephora store is just one of the best ones! First let me start with my bad experiences with sephora employees from Tanforan San Bruno and Serramonte, employees looked at me there like a dumb trash lady who doesn't know nothing about make up. Some shrugged at me and and some totally ignored me. The ladies here in Palo Alto are just the sweetest! They know their make up and not only that, they provided an outstanding customer service! I'm gonna go back to this store cause i feel welcome, and that i matter. Shoutout to Jasmin and Christina!!! They were just absolute sweet hearts and the energy with them was the bomb! Christina made me look like a princess and Jasmin helped me find the right make up for someone who doesn't use it much. Can't wait to go back again! Thanks guys! read more

SEPHORA - Christina did my make up! - Cosmetics & Beauty Supply Near Me - Palo Alto, California

I had a really good experience here. I have extremely dry skin and the sales associate who helped me out was kind, and very informative. She recommended Peter Thomas Roth- I took her word for it and am so glad I did! It works so well for my dry skin. Thank you again for all your help and I will be back. P.s I don't remember her name unfortunately :/ read more

Came in to update my makeup. They didn't have inventory for what I was looking for. The customer service associate lingering around was disinterested in helping. Felt like pulling teeth trying to get him engaged when I asked for help. He was apathetic, bordering on rude, found my presence a bother. This person shouldn't have a job. read more

Don't go to this location. Go to stanford they are so much nicer and don't think you're stealing just because you are a person of color. The employees are rude and judgmental. They will team up and follow you around the whole store just to make sure you aren't aren't stealing. No wonder the store is always so empty, NO ONE likes the employees. read more

They gave me the wrong items. After I gave them a list of what I was Looking for I came home and everything was incorrect. Make sure you double check your items here. read more

Gabrielle is just amazing!!! She is wonderful at what she does!!! She's very knowledgeable about the products available and the Gucci flora scent was juts amazing add on to my night out! Will def be coming back once they start doing makeup again! read more