Workers were more preoccupied with each other. I kept being told....order it on line. Well, I love this gorgeous mall and one would think as a box store the staff would be concerned about sales, quotas, goals. This is not a store friendly to men.

Staff always willing 2 go above& beyond 2 assist w/concerns or questions. Always organized & clean. Large variety of perfumes aswell as makeup 💄. Can order instore & have shipped to you when out of stock. Love the birthday gift 🎁feature I chose the Nars set😊💄.

Packed in there this Saturday. Packed. Met the Assistant Manager, LaToya; she hooked me up yall. And, they had every product I needed in stock.

You can find what you need there at a price. I do like that I return it if I dont like how its reacting to my skin, no questions asked. I was a little taken back when the girl that was helping me stopped me in mid sentence to tell me she had to take break and left me standing there with over $180+ of product in hand. Customer service is hit and miss. These days your lucky if you get any at all.

I have purchased the Urban Decay 24/7 eye pencils for several years. 2 years ago I tried a new color, Sabbath. It never went on well and the point broke frequently. The crayon actually comes out of the wood casing. See pics. I have never had this issue with their other pencils. Today, after trying to make the pencil work and thinking it was always something I did wrong, I tried to return it to my Sephora store at Short Pump. They would not budge on the return even though I purchase from them regularly. I’m very disappointed and I guess the lesson is not to try and make it work but return immediately.

They have the most attentive helpers. We only go if we can see Nabila! Shes so patient and precise. Thanks!

I had a good shopping experience at Sephora. I was approached and offered assistance even though I knew exactly what I wanted. The check out experience was good as well, the young lady on register asked if I had their rewards program. I knew I had been years ago, so she search by phone # and email, no results found. She proceeded to signing me up again with my consent. Well done!

I bought a gift card at a grocery store and within 15 minutes of buying the gift card, someone had already used my card. After several phone calls to Sephora customer service and several calls to the grocery store, no one was willing to do anything about me losing the money on my card. Then I was told that I could go to the Sephora store in short pump. The manager there could not have been more helpful. She gave me the chance of getting the money put back on my card or getting cash. I chose the cash after all the problems I had. I got the cash and she was surprised the store manager at the grocery store would not do the same. I was very happy when I left the store and would definitely recommend them to anyone. Absolutely fantastic customer service, the way it should be!!!!

Best quality cosmetics! One of my favorites!

I went to Sephora about a month and a half ago and was helped by Cody in the Men’s fragrance department. Dude changed my life in the dating game. I’ve never had so many compliments in my life after buying the sampler pack. He honestly deserves a huge raise or a significant promotion. I’m a male in my late 20’s and having all the woman compliment you on your scent is the most pleasing experience ever. Thanks again Cody for making me feel like a God.

I was very impressed overall with my visit today! First with the precautions for COVID— I felt very safe shopping. The associates were even more helpful today, as they need to do all of the testers. They were happy to show me all the lipstick shades and match my shades while being careful and sanitary. Everyone there was helpful, kind, friendly, honest about products and they didn’t make me feel overwhelmed or uncomfortable as some beauty stores do.

The customer service here is the worst anywhere. As a man, when I stop in, I know exactly what I want, but it’s impossible to find anyone to answer questions much less check you out. Ironic, given that men’s colognes are relegated to rear of store adjacent to Sephora’s back room, where there’s a constant flow of staff in and out. For safety purposes, be careful not to get knocked out by the swinging door!

KJ was awesome. Shade matched on the first try!

If you need to shop in store at Sephora I highly recommend this location! They were super clean and I felt safe shopping there. Rebekah was so helpful and matched me with a foundation perfectly despite not being able to test it on my skin. She recommended some really great products and I don’t have to return anything she picked out! Shop here and definitely ask Rebekah if you need any help💗

Tera did a phenomenal job on my make up for the evening! She listened to the look I was going for, recommended the perfect products, had a light hand during my application and shared her wealth of knowledge about the products and techniques she was using in a way that didnt seem pushy or like a sales pitch. She completely transformed the tired teacher who sat down in her chair, boosting not only her look but her mood! Thank you, Tera!!

Always Amazing service!

I didnt actually shop here, I just went in with a friends. The staff seemed friendly. I didnt know they had fragrances, so i may return for that. Only giving 3 stars because i didnt get the full experience of the store because they were closing.

I previously left a negative review for this Sephora because of a bad experience I had when I first moved here. I have since been in numerous times and every time has been great :)

Rude staff, can get most products online cheaper with no attitude !!!

Friendly, polite and professional! The person who helped me was also named Hannah. She helped me find a great replacement for a favorite product that had been discontinued.

I truly love this store it’s a incredible place to shop

Had a great experience at Sephora tonight. CODY and MARY were so helpful. They went out of their way to make sure I got the product I wanted and I’m so grateful! Will definitely be returning!

Best Sephora ever!

The manager is bias and rude. I purchased some Fenty products online because the store refuses to keep darker shades in stock. Unfortunately the colors didnt match me so I had to return them. I had my emailed receipt & the online invoice but the manager refused to give me a refund back to my credit card which was my original form of payment. Other customers had no problem returning their items even WITHOUT a receipt but she just had to make a big commotion to return my money. She went so far as to threaten me about returns when this is the 1st time Ive ever returned anything. This was the most terrible experience Ive ever had with a store & I will never shop at Sephora again.

We had two different employees wait on us today (one was Annie) and they were both very helpful and friendly. In addition, we heard other employees talking to customers and they too were very friendly. While we have experienced the rude treatment previously that is mentioned by others, today was a very good experience.

I would like to say that I wish I was closer to this Sephora store unfortunately I am about 2 1/2 hours away and was in town on a business trip. In particular I would like to thank Melissa for her kindness and helpful service. I was very pleased with my visit, and customer service received by Ms. Melissa your awesome. Many blessing to you Melissa. =)

If I could give this store 10 stars, I would! Items are always in stock and the store is very clean and organized. Employees are very approachable, friendly and knowledgeable. They check in on you to see if you need help and go above and beyond to help you find something.

Will not return to this store. The staff there was extremely rude and would not order item that was not in stock. My niece has a coupon to redeem a free birthday present. Although the coupon states 1 month expiration, the staff told her that the coupon can only be redeemed during the birthday month.It was clear that the staff working in this store has not been trained or suited to work in customer service field.

I’m visiting Richmond on a family trip this weekend and wanted to stop by the Short Pump Town Center location today to take advantage of the VIB promotional event for my aunt’s birthday present in the new year.When I was trying to check out in-store, the lady at the counter was very dismissive after I asked about the sale promotion instore. She kept insisting that the sale did not apply to the promotional set I was looking at. I replied saying that I had remembered the emails that Sephora sent me about the sale being both applicable instore and online. She then told me that it was either for Rouge members or online only and had an unfriendly manner about me asking to clarify further so I changed my mind about purchasing, deciding instead to order online later.I have been a loyal client of Sephora for many years, and a VIB member for at least the past three years. This is the first time that I have had this much trouble asking about a client loyalty promotion. I am very sad and disappointed that my mother and I have been treated this way when we were only asking questions and not being rude or intrusive in any way. I wish the matter could have been handled a bit better or with a bit more professionalism.

Pretty good selection but a very hard time getting help.

The people who work here should really understand what customer service looks like. We werent greeted by anyone and as I walked around looking lost the associates just looked at me crazy. Finally received help and the person that I tried to get to help me was awful. She talked too fast and it seemed like she didnt really want to help me. It was so bad that I put my items back and left. They really need better customer service training.

Cody did a great job shade matching me and helping me pick out a new foundation!

The door handle is really loose. It totally ruined my experience. I expected better. I was sadly disappointed at the poor craftsmanship of the door. Hopefully they will address this issue in the near future. Until then I will be taking my business elsewhere. Like bath and bodyworks.

Thank the beauty gods for Sephora. The staff is very knowledgeable and friendly. They carry all the newest and best beauty brands. I heart Sephora!!

This actually happened a few weeks back, I just haven’t had time to write this review but I live in New York but was visiting my family in Richmond. I’ve been to many Sephora stores, most of them are in the big city and are constantly busy and full of customers. I can understand not being attended to or spoken to when you have a line out the door but There were maybe 7 customers in this store and not ONE customer service representative approached me. Then when I get to a cashier, and I’m not rude I’m extremely polite, she’s rolling her eyes at me and barely says two words. She didn’t offer me anything for my bonus points, she didn’t even tell me how many points I have. RUDE. I love Richmond, and I love Sephora, but y’all are not New York. There is absolutely no excuse for that kind of attitude and lack of customer service.

Im pretty good with makeup and knowing what I want before walking into the store. My only comment or concern is that I hate having to search for assistance in this store location. A worker should be walking around looking to help people from the time they walk into the store but it never happens here. Im from jersey and all my Sephora stores in jersey are 10 times better than Virginia stores. People need help when walking into the store, not when Im already in front of the product that I found without your assistance.

Good - they discontinued my lipstick...ugh! But I found another shade.

Fun to visit; not always for buying, but just for the looking around and occasional stocking up. The ability to try on things beforehand is nice.

Staff were helpful in finding a gift for mothers day.

Had my makeup done here by Tara prior to a wedding and it was on point!

This store is really close however I would not step in there based on the reviews of how customers are treated and preconceived tohave intentions of stealing shame on you.I will drive out of the way before spending there. The product I use most can be ordered on line as well, I generally dont I go to locationand enjoy the peasantry of help and assistance where I shop spend money or justlook.Short Pump Mall It is not All That Smish.

What can I saw by FAR THE WORST SEPHORA. BUT after seeing the reviews I see a trend wonder if a class action should be filed again. First Asians now blacks who next ?

Dear Assistant Manager at Sephora in short pump mall,Thanks for being rude to my friends and I as we walked around trying out and BUYING products. Thanks for questioning us every idle moment you had. Thanks for not only following us around but having security watch us as well. Shout out to you for alienating the only black people in the store. It was great how when we came back to return products because we didnt want to support your store, you argued with us then refused to give us the number for your district manager so we could make our complaints. OH and it was great how you tried to sell us a made up story about how the security was called for someone else but the security was called a second time, followed us out and then continued to follow us until we left the mall all together! I pray that God washes you clean of the prejudice yourself and other employees held towards us. And you will be hearing from us VERY SOON. God Bless.

Staff was nice. Just stopped in to get some perfume.

The staff was friendly and ready to help.

Love to shop here. They even give you samples.

I frequent this Sephora very often. This Sephora isn’t the biggest one out there but the staff really makes it stand out. A specific shout out to my girl Jill. She is this locations skin care guru and she has helped me through a slow and painful bout of hormonal acne that I’ve been dealing with for over a year (thanks, IUD). Seriously this girl knows her skincare and I owe quite a bit of my recovery and hydration to her!!! Thank you, Jill. ♥️

I absolutely hate shopping at Sephora because of my experiences at this one in particular. Everytime I shop here Im never greeted, constantly watched with dirty looks, and they never seem interested unless youre about to spend a lot of money. All of my questions are ignored and I feel not valued at all. But on a lighter note I have spoken to maybe two nice ones (wish I could remember their names) but from now on the only way Ill come in there is to buy a beauty blender and products from bumble and bumble only because theyre not sold at Ulta.

The lady who assisted me (I wont say her name) didnt seem to be into what she is here to do. Very passive. However, the sales clerk was very personable and the parfume lady was more than helpful. Other than that, they did not have my RiRi. So I paid for it there, and the items are being shipped to my home at no charge

A cashier checking me out tonight was EXTREMELY rude. I have worked at Sephora so I am aware you are NOT supposed to act that way towards a customer. I normally can brush it off, but this was unacceptable.

Staff is always very friendly and quick to help.

Too busy and they never are on time for their appointments! What a waste!

I believe this is a fault of managment, but the employees relentlessly hound you. I couldnt walk around without being asked by an employee what I was in for. That isnt my main complaint though. I was browing the Smashbox section and this employee was badgering me about what I was looking for. I was visibly uncomfortable, but then she took my hand and started smearing lipstick on it. Im usually very calm and collected, but this is the last straw. Unless management fixes their problem of employees jumping on you, I dont intend on ever returning.

I will never step foot at this Sephora again! Thats how terrible my experience was. The manager and a few associates are so rude. My friends and I, who are grown women and spend plenty money at Sephora, were followed around the whole store to the point where the manager called security and had him follow us as well. She never greeted us, approached us, or asked us if we needed anything either! One of the associates walked up to my friend who was actually waiting on others to purchase their items and said, Are you waiting on someone?, with a nasty attitude and face! She didnt say hello, ask her if she needed help or was looking for anything.My friends and I returned back to the store and went to the cashier to speak to the manager and ask for the number to the district manager about the poor customer service we received from not only her but from her manager. The manager actually told us that there was NO district manager!!!! Can you believe that? The cashier, who was also the rude associate, covered up her name tag, didnt give me her full name and acted dumb founded when I told her why we didnt care for her choice of words when greeting our friend. She gave me her nickname, Shae, instead of her full real name. One of my friends decided to return her items because she did NOT want this store to have her money and for whatever reason the manager calls security on us again for no reason! The worst part about this situation was as I was explaining to her the terrible service we received, she did not apologize but ARGUED with me and went back and forth and spoke over every word I said. The manager then proceeds to lie to us about how guys were in the store with us and were harassing other associates, thats why they called security. I will be asking for a full investigation and tapes to be watched about this claim she made, because there was maybe 2 guys in the store at the time and they were with their women. Im not sure who trained Christine, the manager, to be so distasteful and trashy to customers, but you can tell by some of the other associates actions and attitudes that she trained them as well.Dont be excepted to be greeted when you first walk in by any associate when you walk in.

Thank you for the incredible wedding day makeup experience!!!!! Seriously could not recommend you all highly enough. Best day ever!!!!!

I normally do not go online to complain about stores unlesss they have made me upset after several times of visiting. Every time I go to this location to browse I am treated as if I am going to steal something! First off I would like to say that I have worked at Sephora as an assistant manager before in another part of Richmond so I know how you are supposed to treat customers. Today was the last straw for me! I have been to this location several times, I know a past employee who used to work here because we are former coworkers and she is the ONLY person I have ever dealt who didn’t talk to people in an arrogant manner but it’s possibly because she knows me from working with me. Sherri needs to come back to this location to save it! She is very personable and doesn’t have her nose in the air unlike all the other workers. Every time I have gone here since she has left I am always followed around the store and stared at as if I’m planning to shop lift. Is it because I’m Hispanic? No clue. I always have walked out with 50-200 dollars worth of items when I have gone in the past but today they lost my business. Please stop following the customers around the store several times after they have declined everyone for help. It’s annoying! Not only that you guys know I used to work at Sephora because I have applied to work at this location several times and have came in and talked to shanna and Kimber a few times and most of you know I know Sherri and that I always talked to her when she still worked here. Anyways... I came in today and already knew which brands I wanted to look at. I found a foundation I wanted a sample of to make sure it didn’t oxidize into some funky color throughout the day. When I asked if they had sample jars I was told in a very gruff manner “we actually have to help the customers with that” I didn’t ask that first if all... second of all ...uh no you don’t. When I worked at Sephora we handed the customers ONE sample jar at a time when they asked for one and allowed them to get up to three jars during their visit and allowed them to pump their own foundation. I don’t know who the manager is at this location but they suck! And so does the rude staff. I know that you don’t have to assist people with foundation samples because the sample jars are tiny and there is no way you can pump anything more than one days worth of sample into a jar! Thanks for the sample btw now if it works out I’ll just buy it directly off of Marc Jacobs website instead of coming in to buy it from y’all or getting it off of Sephora’s website. You won’t ever get another dime from me or see my face again. Glad to see other reviews are complaint about the same thing and it’s not all in my head.Also P.S Sephora stresses during training about how customers are allowed to play around with makeup which is why everything is kept out in the open. There isn’t a rule that says you HAVE to get help from someone at the beauty beauty studio to try something on! Another reason why I will stop coming here. When I go in I like to look around without being bombarded. I know you wanna meet your bonus but geeze. Chill!Do yourself a favor and go to the regency location where you won’t receive dirty looks or be bombarded while playing and browsing.

Extremely RUDE employees. Ill shop online next time. 😣

Absolutely disgusting customer service! I have been shopping with Sephora for over 10 years now and I have never been treated so poorly as I was here. It was my first time at this location as I had just moved to Virginia. I was looking for a face primer so I asked for help....immediately I was turned away. Then they finally asked me if I needed help. The first question was “what’s my budget range?” 🤬 are you kidding me? I said I just want a nice primer and I am willing to spend money. Then she goes to me oh we have some in your range in Sephora collection. She was so arrogant and so rude to me that I felt so offended and left. P.s I’m a brown girl. Thank you Sephora for the worst customer service...never shopping with you again 🙅🏽‍♀️🤬

My experience here was absolutely terrible. My friends and I who are all above the age of 20 were followed around the store and were being watched. We were all minding our business, testing makeup and just enjoying Sephora as we do back at home. We tried not to pay it any mind and continued shopping and buying our products. While 3 of us were buying our products, my mother and sister were waiting for us by the door. While standing there they were being asked are you waiting for somebody in a very rude tone, instead of being asked can we help you with anything ? Ive worked in costumer service for over 4 years and I know that was totally unprofessional. We are all makeup lovers and avid Sephora shoppers. We are not from around the area, its sad that this had to happen while visiting. I know one thing is for sure we will NEVER be coming back to support this Sephora ever again.

Took a friend here for a makeover for her birthday. She loved the personalized experience and the artist did a great job working with her face!

Variety of brands. Staff very helpful

My experience was horrible! The employees and managers were rude. Me and my friends were constantly watched and made us feel uncomfortable. They called security on me and my friends because they were assuming we were tryna to steal as we were exploring the store. They didnt even ask if we needed help with anything. I wouldnt recommend shopping at this sephora location.

Very rude not helpful left without buying anything

Not to be bougie but also to be bougie because if i wanted to be treated like i wasnt about to drop some money i would shop at ulta. every time i go in here i legit feel like im an inconvenience and the attitude completely changes when i show my vib card at checkout which should never ever be the case. this will probably be my last time making the trek out to this sephora.

One word: Rude. Will not be returning to this location. Very disappointing.

I was treated very rudely and being in customer service myself my mouth dropped open from the service...but now seeing these other reviews I’m very happy that I’m not alone and I wasn’t over exaggerating.

They have any makeup you can possibly need

Rude and unhelpful staff. Customer service is not a priority here. I ended up not buying anything and leaving.

Helpful staff!

Excellent customer service

None cared what I needed

Asked the staff for help getting matched for a foundation. I told her the specifications I needed and she gave me attitude and made me feel bad about it. She also matched me with fair light and after I walked out of the store I realized I had light in my bag. Not shopping here again.

Super helpful staff!

My daughter loves this place

Excellent customer service!

My happy place

Large selection of cosmetics and other personal care items.

Helpful staff

Employees were not very welcoming.

Love this Sephora

Lots of projects but pricey.

Great

Great place

Great product

Not enough help

Face scrub, exfoliate!!!