I stopped by this Sephora after work yesterday and had a horrible experience. First off, I walked into the store and an employee was standing there (as usual) and completely ignored my existence. Then of course, a group of White ladies walked in and they were immediately greeted. Not off to a great start. I continue to go ahead and browse the makeup aisles and made my way to the Dior area. I have been eyeing their base as well as Hourglass's primer and could have really used the assistance of an employee. No one was around me so I made my way toward the front of the store in hopes of finding one. In the middle of the store was a roundish Asian lady with black hair and grown out blonde highlights standing. I asked for her help, and was immediately met with attitude and no sense of customer service. "What do you need?" and a frown was all I received. Personally, I found that I would rather go to another Sephora (which I did) and find assistance there. I turned around and walked out, and funnily enough, I saw the employee in front greeting the other White patrons walking in. It's a shame that this store neglects basic customer service and kindness, but that's what u get these days. No good help these days! read more

I got charged for an order I never picked up! When I logged in to my account it says picked up at 8:42 am on a weekday! They don't even open until 10 am! Now Jazmine the manager had to check the cameras and call me back and then she told me I have to come in for a refund! I live 40 minutes away! She says the order "must have gotten scanned out" instead of cancelled.... So jasmine called me on 5/23 and left a message saying she will call me back next day after she speaks to her district manager and corporate office, it's now 5/25 and no call....so I just called her and she says she was out yesterday and has been busy today, still can't give me a refund! I told her to have her district manager call me read more

SEPHORA - Order showing I picked up the item I was charged for before the store is even open - Cosmetics & Beauty Supply Near Me - Walnut Creek, California

I never leave bad reviews but I came here and got treated HORRIBLY!!!!!!! I will never come back here, I went for one specific item. EADEM lip gloss. They did not greet me when I enter, and I was followed around the store, and remind you I had just left ALO and spent over 700$ I had huge bags with me from my purchase there, I asked for help and were would their EADEM lip gloss be located, they did not want to help me and was very rude. I then got up to purchase and there was an African American lady at the register and I thought she would be much nicer since I am also African American and she was the meanest of them all. DO NOT SHOP HERE. * I ALSO FEEL LIKE I LEFT A REVIEW ABOUT THIS ALREADY, IDK IF THEY DELETED IT OR MY AGE IS CATCHING UP TO ME. BUT HERE IS MY REVIEW. read more

SEPHORA - EADEM - Cosmetics & Beauty Supply Near Me - Walnut Creek, California

I love Sephora. Unfortunately, this location has rude management. Or at least one rude manager, I think her name is Jana. I had placed a large order from Sephora online. I didn't open one of the products - a tube/stick of lip balm - until a few weeks after it arrived since my prior lip balm hadn't run out yet. When I opened it, I discovered that the product was defective. Specifically, the roller was broken so it would not roll up or down. I took it to the Walnut Creek Sephora to try to replace it. I was told that the return window that apparently expired the day before, and they accordingly would not accept or exchange the product. I asked if they could make an exception given that the product was unquestionably defective and unused, and I had just recently opened it. The manager said no, absolutely not, and if I had a problem, I could take it up with their corporate office. I drove home, hopped onto Sephora's website, chatted with one of their employees via online chat and they helped me exchange the product in less than a minute, no questions asked. They didn't even mention that the return window had apparently closed. Not only is it irritating that the Walnut Creek manager refused to make an exception for a defective product, but what a waste of resources and what a way to contribute to the carbon footprint unnecessarily. I had to drive to and from Sephora, then package the item and drive it to UPS to drop it off, then have Sephora mail me a new box with one single lip balm. When the manager simply could've replaced it on a spot in the store. All for a $25 lip balm. read more

During my trip to Cali, I got a tan & my foundation that I brought did match anymore haha. We took a little detour and went to Sephora to shop for a new foundation shade, because no one wants to be flashback Mary. I went at opening time and ended up getting the NARS light reflecting foundation! I've tried the natural radiant longwear foundation from NARS in the past, but I think this one is my new fave from the brand. This lovely lady with a pair of stylish glasses helped me out with shade match & found me the perfect shade ;) I also got to pick up my birthday gift from here yesterday and ended up getting the trial size, travel friendly Burberry perfume. I am very pleased with my experience here at SEPHORA Broadway Plaza! read more

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I had such a wonderful experience at Sephora thanks to Gia! I had gotten some sun earlier in the day, so my usual foundation shade no longer matched, and Gia took the time to help me find the perfect new shade. She truly went above and beyond. Not only was she incredibly knowledgeable and patient, but she also made me feel completely comfortable even though I was dealing with a skin breakout and feeling a little self-conscious. She recommended additional products to help my makeup apply and wear better, and she even helped apply everything so I could see the final result. Gia was kind, professional, and genuinely cared about making sure I left feeling confident. Customer service like this is rare, and I'm so grateful for her help. If you visit this Sephora, I highly recommend asking for Gia! read more

Stopped in because lady needed some items to do her makeup for a wedding we were attending in East Bay. We are from out of town so we searched the closest Sephora on the way to our telly. Now walking in they had their greeter as with most locations greet us but there was a shortage of employees in the early morning. We had to wait for one lady who was helping customers. One register person, one back room and one greeter. Overall the lady took her time when it was our turn to make sure the lady had what she needed. Checked out and dipped! They seem to have a good selection of all the brands my lady knows and loves. We also got her bday gift there too during checkout! Would come back hopefully have more staff too assist. read more

I thought it was a race issue, but after reading the comments, I was relieved to see that it wasn't my skin they were discriminating against, the staff here are universally dismissive. Two girls walked in ahead of me. There was an old lady greeting people as they walked in. She was cheery like it was a Christmas morning, glad to greet them. I came in and she just smiled. I stared at her until she gave me the same 'Welcome in' that she gave them.The crazy part is, the store is very diverse. There are senior citizens who work here, people of color, rotund people, tall, short, you name it. It's someone there who looks like you. And that someone will walk right on past you. This location has the best perfume selection out of all the Sephora's I've been too!! Impressive read more

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I got there when they opened at 10AM so no excuses Plenty of employees standing around A thorough cleaning every night!!!! The place feels diseased read more

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I had a 1:15 appointment and was told to come at 1. I arrived early at 12:45, checked in, and waited nearby. By 1:20, no one had called me, so I checked in again -- only to be met by an older woman with white hair who spoke to me in a rude, condescending way and wouldn't let me explain I had already checked in. She was honestly very rude -- dismissive and unwilling to listen. The wait was whatever, but being treated like that was frustrating. Shoutout to Brianna though -- she was kind and did an amazing job on my makeup. read more

Came in today with a huge list from the granddaughters and daughter for holiday gifts as the big sale is on. Store was filled with awesome gifts. Sol and Fatou were so helpful helping me find everything! read more

SEPHORA - Cosmetics & Beauty Supply Near Me - Walnut Creek, California

Terrible and aggressive service. They are not in the business to keep customers and their return policy is ridiculous when everywhere else takes things back or gives a store credit. Don't shop here read more

Their new return policy is so unfortunate but even worse is the way that they make their employees deliver the news. No exceptions whatsoever, no asking a manager. They told me to call the customer service number, who told me the same thing. It's just passing the buck. I've been a customer for over a decade but will no longer shop here. I'm a busy mom with 2 jobs - I can't always get back to the store in 30 days for a return. So disappointed in this corporate decision. read more

Love the Walnut Creek team, even when it's busy they find ways to help! This store can be a monster on the weekends.

Always helpful and friendly. This store seems to be one of the bigger stores with more inventory, than the other locations in the area.

I had a great experience with Denea (I'm not sure on spelling! Maybe Dinea) She helped me pick out a whole makeup routine for my new job and made me feel super confident as someone who doesn't normally wear face makeup! She was very genuine and I love all the products picked. Also got a full beautiful face of makeup with the sample products and she showed me how to apply everything. Feeling very thankful!! read more

Very rude staff, talk over you, attitude tone like a teenager, makes customers feel like they are generally an annoyance.

Thank you Frances for all your assistance with makeup foundation matching! Never thought I would try out the YSL foundation but she matched me up perfectly. She listened to what I was looking for and made great suggestions and was friendly and conversational as well! There was ample enough staff as each one was assisting a customer and they all were friendly! The make up samples were all available and nicely organized and clean. read more

Ok... I went back to return all the makeup I had bought without any help a few days ago and what a different experience!! The staff was all different (except for one girl) yesterday and they were sooooo helpful! Yazmin was amazing at helping me find what I was looking for and went above and beyond for me! There was another lady who was super helpful but didn't get her name. I'm glad I had to go back to make the returns to have such a difference experience, I will keep shopping and hopefully find the same staff I did yesterday. read more

Kaley assisted with my purchase this evening and was AMAZING! She truly went above & beyond, and has a lot of knowledge to share. She helped me learn the tips and tricks with color correctors, concealers, foundation, and contouring. She was able to demonstrate how to apply over trouble areas, while remaining super sweet and nonjudgemental. Her assistance and input is so appreciated, and I highly recommend her for any one needing assistance picking out the best products for their skin type. read more

There's a reason why I believe Sephora will one day be predominantly online only and it's not due to lack of in store inventory. It will be due to lack of customer service, POS training and sample quality. I rarely leave reviews on businesses as a former sales associate but Sephora's team member - Arozo was quite rude and extremely unhelpful/unprofessional during my last visit. It not only took her 25 minutes to complete a return, but she also directed me the wrong way when looking for a product. She also made me feel uncomfortable when returning an unopened product, and scoffed when I asked for a simple sample (keep in mind - when you order online you get multiple free samples all at choice) Her overall behavior was nasty, unprovoked and off putting for a Tuesday afternoon visit during quiet store hours. read more

Sales lady scared the heck out of me. Came out the cuts to tell me I have under eye circles and recommended a product they are obviously trying to push. I've been shopping at Sephora 10 years and this is the first time I was not given the grace to explain the flaws I see, first. It was pretty off-putting to be told what my issues were w/o asking. I wasn't familiar with the new brand they were pushing, so I checked out my own, which they had. I saw multiple sales people pushing women to the same brand. Although the inventory is good here, I'm not sure I would trust the staff here to make suggestions in my best interest. read more

I havent been to Sephora much but from what i bought this store is absolutely horrendous. I got a hair product that was supposed to clean my hair and somehow now Im baldingNEVER GO TO THIS STORE IT SUCKS. read more

I had such a lovely experience visiting this location today. Andrea is super kind and patient. She went above and beyond to share insights around my skin issues. She did not let the holiday madness pressure her but rather be present with me. She made me feel I am her priority during those moments. Thank you Andrea! read more

I visit this store often on my lunch, ready to buy and needing help and never get it, the store is always full with a lot of staff, I was in there today for 15 minutes looking for lip liner no one offer to help, was walked passed several time read more

SEPHORA - Lip liner - Cosmetics & Beauty Supply Near Me - Walnut Creek, California

Employees are not helpful. Came here today (Monday at 12 noon) and employees ignored me and my mom. We had to call their attention as the employees were busy chatting/being on their phones- but even the one employee who helped us was also dismissive and told us "sorry no stock" 45 seconds into my inquiry. Worst Sephora visit. read more

Three associates by the hair products couldn't be bothered to help because they were too busy talking about TikTok. Only the greeter and cashier were helpful. 'm going to stick to online shopping. read more

Came in to treat myself for my birthday and was looking for a new moisturizer. A lady pulled me aside and started putting a bunch of crap on my face and hands telling me how good the product was. When I told them I wasn't sure, they pushed my boyfriend to the side and wouldn't let him take me out of the chair. When it came time for me to walk away she had asked if I was going to pay for the product. I said I wasn't interested and she said "well the package is open and used so you have to buy it now". Are you kidding me?? She had opened a brand new package of products to try out on me!!! I never asked for that specific product (which also happened to be *extremely* expensive). I was told if I didn't purchase the product they would be calling authorities. I wanted to get out of there so bad so I ended up purchasing and returning to a different sephora after explaining the entire situation. Absolutely disgusting behavior, will never return after feeling so humiliated for something done by a worker!!! And thank you to the sephora that took the return, because the product WASNT used. Be better than this. read more

There's a line to enter. I'm in front of the store. Used my Sephora app and placed my order. No line for online orders. Stepped up and my items were brought out to me in 3 minutes! read more

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i had such a lovely experience today at this sephora location. i work down the street and walked to sephora on my lunch break to grab an item from rare beauty, selena gomez's new makeup line. i walked in and was immediately greeted by a gorgeous employee who i later found out is named Aaron. i was promptly asked if i was looking for anything specific and was led to the new rare beauty collection. they asked if they could swatch it on my hand, and when i obviously fell in love with the product they made sure to grab one for me and they also told me they had another product rec in mind. now if i'm being honest, i'm usually a little iffy on product recs from employees. however, Aaron's recommendation was so spot on with how i'm approaching getting back into makeup - very skin focused and quick/easy to apply. since i was grabbing rare beauty's highlight, Aaron suggested i take a look at Merit's highlighting balm and i LOVED it. i ended up purchasing what i came for, plus a similar product that was more on the skincare side of things. yay! when i got home and applied each product to my cheekbones, i came to the conclusion that i'm probably going to use Aaron's recommendation more often than the rare beauty highlight! it was the perfect product recommendation. i am so completely satisfied with the wonderful customer service from Aaron at this location today. getting back into makeup after not wearing any for about three or four years can be intimidating, but Aaron was so genuine and made my experience so enjoyable. thank you thank you! read more

I went to get my makeup done here for a "beauty lesson" and absolutely loved it. I was hesitant to hear at first because of all of the negative reviews but thankfully I'm glad I went. This experience is the best thing a woman could ever have, after years of trial & error I found the perfect makeup routine which I am sticking to for years . The makeup artist BRIANNA was so sweet and helpful. She listened to what I was looking for in my makeup and got it done ( I wanted 0 cakiness in my face). She genuinely cared and wanted to find my best matches to suit my features. She even asked what I wanted to keep /change in my everyday routine and asked what makeup I was already using. I left feeling flawless and for the appointment being $75, i definitely got my moneys worth. I received the best results I could have asked for and left feeling flawless, make sure to get your makeup done by her!!! read more

SEPHORA - Cosmetics & Beauty Supply Near Me - Walnut Creek, California

I've found that the people here are usually friendly and helpful and the selection is great. As an example, Ana helped me recently to find a concealer that worked well (and bonus - it wasn't too expensive !). This was after she had quickly located a blush brush my daughter was looking for but which wasn't displayed (Ana efficiently found the exact brush in a drawer for us and explained a bit about the product which was very helpful). She suggested a moisturizer to consider based on our conversation and was very professional when I said I needed to think about it. I appreciate the kind of thoughtful assistance Ana gave us and it encourages me to take advantage of this Sephora location! read more

A few weeks ago I came in to buy a few restocks of products I always buy. I get home and go to use one (benefit boy brow) and realize the box is empty. I didn't notice nor did the cashier probably because the product is very light normally. I debated going in to see if I could return it but knew it might be pointless. I decided to give it a try anyways because you never know. Of course I was disappointed. I had to speak to a manager who took down my name and phone number and said she needed to look at the security footage and give me a call the next day. I'm not sure what this would do? Just prove that I didn't steal it even though I had a receipt? If you aren't going to take it back just say so don't lie and say there's something you need to do first. Anyways a week later and I have not received a call. I understand that they might think that I am doing something with bad intentions. But when you think about it further why would I purchase a product when it is clear people are able to steal it? If I truly had bad intentions I could have stolen it and been on my way. I don't think it's unreasonable for someone to have stolen the product and left an empty box. I wish they would have had a better response being that it's not a far fetched scenario. I could understand if I had a history of suspicious returns but I've only returned products maybe once or twice over 10 years and none have been suspicious. This experience is especially shitty as a brown woman because I know that their first thoughts are immediately that I am a thief or shady. Now I will never forget to check my product before purchasing from here if I do. Make sure to check yours as they will not be doing anything to help and it will be your money wasted. read more

Walked into Sephora with my mother today. Staff on the floor were really nice and helpful until it was time to get to the register and pay. My mom went up by herself before me and was treated horribly by one of the cashiers. She was extremely rude and her demeanor was completely off putting. Not one smile, not question as to "if she found everything okay". Even the way she spoke to my mother was incredibly horrible. I even walked up and asked my mom if she was okay during her experience with the cashier. Her name started with an A and I believe had a Z in it. she was also Asian. I had asked one of the other staff and she let me know what her name was. I've never had to witness, let alone experience such poor behavior like this by Sephora's staff. I'm not sure what's happening but management really needs to step in and enforce moral for all employees. Won't be shopping at this location again. read more

Employee seems not interested in helping customers, not much product are available either

I bought a cologne sampler set for my son for Christmas and when I tried to redeem the certificate for one of the bottles that was offered they said they don't carry it any longer and won't be. They offered no alternative product or any kind of accommodation. This was a blatant bait and switch and false advertisement on the sampler set they sold me. For a large company to not care and treat me like it's not their problem felt insulting. I won't be shopping there any longer and don't think you should either. Very poor and disappointing . read more

I was disappointed with my experience at this location. Despite having plenty of staff on the floor, I walked around for about 30 minutes without anyone offering assistance. When I finally managed to get an employee's attention to ask about the stock of a specific lip liner, she seemed irritated, opened the drawer below, and just gestured for me to bend down and look inside myself without a word of guidance. Isn't that their job? I wasn't sure where to look, so when I couldn't find the item and got up, she simply kicked the drawer shut and walked away without saying anything. This was definitely not the level of customer service I expected. read more

I LOVE THIS SEPHORA SO MUCH!! I drove 40 minutes to get there and I'll do it again and again!! Thank u to the beautiful Australian lady that helped me with my shopping! ( so srry I forgot ur name), I've never had such great service! She was so sweet and so patient with me, she deserves a raise!!! I'm officially done with Ulta lol, I left this Sephora feeling excited and confident again about make up! The people that work at this store know what they are talking about!! I left with two foundations samples, a setting powder, a beautiful blush, a face mask sample! And some other little items I needed. Don't matter the price to me the drive was worth it!! lol - Jakob ;) read more

Came in on a non busy friday afternoon with my boyfriend and we did not receive any help at all! We didn't get a greeting and walked past MANY employees with no customer engagement. All of the employees engaged in conversation with eachother with no regard for guests that need help. In addition, the workers gave us dirty stares as we looked at products. to say the least this sephora SUCKS :) as someone who works in retail it's so understandable to be in conversation with co workers but the guests come first at the end of the day and even a simple welcome in or how are you guys doing would've changed our experience here! Do better!! read more

The store was closed all last week, which was frustrating for any customer but things happen. I went in for a return and clearly told the young lady how I paid and how I wanted my money back. She didn't listen!! Yes, the return was successful but not being heard is annoying AF. She giggled it off like the average CoCoCounty girl. I didn't make a fuss and left but every time I go to Sephora in Broadway Plaza, I'm reminded why I prefer ULTA! read more