Kohl's — Attraction in Town of Watertown

We had a terrible experience today (October 30) at the Watertown, NY Kohls. We live in Ottawa and made the drive down for some early Christmas Shopping only to be profiled and followed around the store by an over zealous manager. We are a mixed race family so that may have played into it. The employee in question pretended to be on the radio trying to find the items for an order while following us around, it was pretty embarrassing really at how obvious it was, the training in loss prevention needs to be improved. She then escorted us to the cashier register questioning where we were from. Because we had our 3 small children with us we didn't cause a confrontation, but we were highly uncomfortable. We ended making two transactions because of coupons, and collectively spent over $1000 in your store, and we get treated like this. Its a shame because we love Kohls and the Watertown location is the only one within reasonable driving distance. It's unfortunate that we don't live nearby as we regret the purchase and would return it all. The cashier was very nice, but the manager on duty was literally next to us until we made the entire purchase and left the store. We made small talk with her because we want to be an example in front of our kids, we are writing this review so that it is forwarded to the appropriate department and that the manager is made aware that we felt uncomfortable during this shopping experience. We knew she was following us and that's why she walked us from the juniors department and watched over us until we finished paying and exited the store. We will be sharing our experience with our friends and family in Ottawa, and in all of my social media groups and letting them know never to shop at the Watertown Kohls while visiting the US. We hope during this holiday time, no other family feels profiled like that while they are willing to spend their money...

I’ve been shopping at this store for over a year, and the staff have generally been kind and helpful. However, my experience on Friday, June 6, 2025, between approximately 3:20 and 4:12 PM was extremely disappointing. The store attendant who assisted me during that time — a blonde woman who clearly lacked patience when attending to customers — was unprofessional and rude. I’m not sure if her behavior was influenced by my race or accent, but her attitude was completely unacceptable.

When there’s a difference between the online and in-store price, it’s reasonable to ask for clarification. Instead of offering help, she responded with hostility and made me feel unwelcome — to the point that I placed my order online while still in the store.

To make matters worse, the supervisor who eventually got involved was more focused on explaining some “new change” than addressing the actual issue at hand. It felt dismissive and irrelevant. Ironically, the lady at the returns counter was more helpful than both the attendant and the supervisor.

Due to this unpleasant experience, I will no longer be shopping here. That employee needs proper customer service training and should not be interacting with customers in her...

The store is great as far as selection and diverse options for the standard shopper. I often find quality products at reasonable prices. My only concern is the CUSTOMER SERVICE. When I was struggling to find certain sizes and styles, associates watched me struggle and continued their side work. Isn’t the #1 priority of the associate supposed to be the customer? Maybe things have changed since I left retail a decade ago. It used to be that customers were overwhelmed by the help/greetings offered by store associates. Now, customers have to chase down an employee just ask a simple question. The employee gives a one word answer and walks away. Shame on the managers for letting this slide. Shame on the district managers for not caring about the lost art of...