SEPHORA Westgate 2hrs Click Collect

Poor customer service. There were so many staff, but they didn't bother to offer help. Even the security guard initially accused me of opening a stock item when I was clearly using a tester. Don't bother trying to redeem the birthday gift; they pretend to check, only to claim they don't have it every year. (Staff was Roxanne.) Afterwards, I emailed customer service to ask where I could redeem it, and they said all stores had it in stock, so clearly the Westgate staff was lying. What's the point of having such member benefits when your staff don't give them out?

I had a wonderful experience at Sephora West Gate thanks to the outstanding service provided by Li Xin! She was incredibly helpful in recommending products, and even went above and beyond to wrap my purchases for Christmas. I will definitely return because of her exceptional service!

Extremely poor service from the staff at the Rare Beauty section! I was checking out the Rare Beauty blush, which I was very interested in purchasing. All the shades had a tester, except for one. I asked the staff for help, and she tried to look for it, but when she couldn't find it, she just brushed me off, saying that it was unavailable without a good explanation. When I asked again, she said the tester was broken, though it was obvious she didn't know what had happened to it. I proceeded to ask how I was supposed to try out the shade if there was no tester. She subsequently replied sarcastically, asking how she could open a brand new one just for me. Sorry, but they've just lost a customer. If the tester is broken, shouldn't it be replaced with a new one? The staff's attitude was unacceptable. Instead of helping to solve an issue for the customer, she just brushed me off.

A big thank you to Roxanne who assisted me and my daughters during our visit. She approached us kindly, asked what we were looking for, and helped us find the right products that matched our needs perfectly. Her knowledge, attentiveness, and friendly attitude made my shopping experience smooth and enjoyable. Truly excellent customer service!

Here's the lightly edited review: Sephora Singapore, the "ugly" side of beauty. As an avid makeup and skincare fanatic, I have been supporting Sephora SG since its launch in 2008. Initially, their service was pretty good, and I spent thousands a year, happily accumulating my Gold membership. However, recently, I started to face many issues with their customer service (CS). I tried to contact their chatline, but it was hard to reach them, as they would only get back to me hours later, and if I was not present in the chat, I would need to repeat the whole process again. Next, calling Sephora ION was worse than calling your neighborhood bakery. According to their staff, they said their phone had issues and they were in the midst of "fixing it." This went on for a long time, and I wondered: if ION was the flagship store, shouldn't the basic expectation be to have a proper working phone? Moreover, when I contacted the help desk, initially one agent would reply, but they would ghost you after a few emails without solving the issues, and another agent would take over. All in all, horrendous CS. Therefore, I had no choice but to make my way down to Sephora Westgate in March 2025 to discuss the issues I faced, which was the wrongful deduction of my points. Apparently, the Sephora app had some glitches too, so I mentioned that to a staff member named Elaine Toh. This staff member was soft-spoken and seemed to care about my legitimate issues. I was obviously very frustrated with the CS that I had received so far, and I thought she would be able to understand me as her body language seemed empathetic. I was feeling unwell that day, and the store was very hot, so I just wanted to resolve my issues with the wrongfully deducted points and get out from there. However, a few days later, on March 10, 2025, I received an atrocious email from Sephora's CRM Manager Cynthia Lai, which I believed to be an internal email. The shocking and unprofessional email depicted me, the customer, in a horrendous light and had many slanderous and libelous remarks about me, using words like "allegedly" and "demanded," etc. Just to point out, it was not an "alleged" deduction of points as I have evidence to prove it. It was evident that Elaine had defamed me to her manager, and because of their blunder of wrongfully sending the customer an internal email, it caused me great grief and injustice, as sending an accusatory, one-sided email without finding out the actual facts is beyond unreasonable. As a Gold member customer of Sephora for so many years, it is beyond appalling to be maligned. I do not need to spend thousands of dollars a year just to complain for nothing. Truly lame. 😒 Lastly, the most pressing issue currently is no longer about the technical glitches anymore, but to emphasize that I have never faced such terrible customer service from a large organization like Sephora, which is actually under the luxury brand company LVMH Moët Hennessy Louis Vuitton. Even Faceshop has better service in my opinion. On March 18, 2025, after Sephora realized that they had sent me a wrongful email, their recovery action was a ridiculous 15 percent discount, which I did not need. And it was a joke because within a week, the Sephora sales were on, and Gold members could get 20 percent. LMAO. I have posted only one section of evidence of their internal email to prove that their app does have glitches. This review is my own experience and serves to remind all Sephora lovers that just like the brand logo of Sephora—"black and white"—it doesn't reflect how "black and white" they truly are. All the glitz and glamour that you see might just be a facade? Who knows...