Kohl's — Local services in Buford

Subject: Formal Complaint Regarding Poor Customer Service at Sephora Inside Kohl’s (Dacula, GA - Store 0518) To: Sephora Customer Relations / Kohl’s Customer Service

Dear Sephora and Kohl’s Management,

My name is Maria and I am writing to formally express my deep disappointment and frustration with the treatment I received at your Sephora location inside Kohl’s in Dacula, GA (Store 0518).

On May 1, 2025, I visited the store and spent $76 on products. At the register, I was assisted by a manager, and I inquired about receiving my birthday gift, as my birthday was on March 27. To my surprise, she rudely informed me that birthday gifts are only given on the day of your birthday which is completely inaccurate and inconsistent with Sephora’s published policy. I also politely asked for product samples, and she said the only available sample was men’s cologne which she offered without hesitation. I had to inform her that not only am I not interested in men’s cologne, but it felt inappropriate and dismissive for her to assume that would be suitable for me. I then asked for a perfume sample and was flatly told no.

The only time I wasn’t told “no” was when I was asked to pay for my purchase.

I returned to the store on May 5, 2025, hoping for a better experience. I spent another $50, bringing my total to over $125 in just a few days. Again, I requested a sample, and once again, I was denied. I was told I needed 100 points for a sample, even though the system clearly showed my recent purchases. The cashier admitted that she saw my total spending but said it hadn’t “processed” yet, so she couldn’t give me anything.

As a long-time Sephora customer, I am extremely disappointed in the current in-store culture. The lack of professionalism, product knowledge, and basic courtesy displayed by the staff especially manager is unacceptable. There was no warmth, no helpfulness, no artistry. The beauty consultants are no longer passionate about the products or the customers. To make matters worse, I couldn’t help but notice that I, a Black woman, was treated with indifference by staff who seemed far more friendly and accommodating to others.

This experience has left me feeling unwelcome, dismissed, and devalued. I’m urging Sephora and Kohl’s to retrain your staff on customer service standards and product knowledge and to ensure that all customers, regardless of race or appearance, are treated with respect and care.

Lastly, your stores receive free samples from brands to distribute to customers so being consistently told “no” for a simple sample is not only frustrating but contradictory to Sephora’s purpose of discovery and beauty experience.

I can be reached at *should you need to follow up on this matter. I hope to see real changes implemented to ensure no other customer has to feel...

My disabled son was laughed at, made fun of and stared at by several employees of this store. Left the store after checking out (was closing time) and I noticed my phone was inside. I immediately banged on the locked door to try and get help from someone but they refused to let me in even though my other sons phone had find my iPhone and had directions straight to it. They stated to come back tomorrow and I cannot do that because I have one phone and a disabled son…. I have to have a phone at all times in case of emergency! I was mocked, made fun of, laughed at, the African American lady wearing white mouthed “cracker” to me while I was at the door, ridiculed etc when all I wanted was my phone. They claimed they couldn’t find it but it was called 20 times and played LOUD find my iPhone sounds. I have videos and photos of their behavior!! When I threatened police, they magically found it and claimed it was on silent —-it wasn’t. They alleged I was aggressive when I banged on the door so they “couldn’t leave work”. I have evidence proving that isn’t true. Contacted corporate- I can’t wait for them to see the cashiers and other employees staring at my son and laughing. Also, it would be nice if you had a wheelchair accessible for disabled people to use. I’m sure they’ll magically find one soon.

I’ll never ship kohls again and have pursued a lawyer and plan on taking swift...

KOHLS CORPORATE you better check the managers at this store because you may have them scamming your system and your customers. TWICE in recent months I've checked out at this location, gone to my car, checked my receipt an found items scanned to my receipt that I did not purchase and did not have.

This last time, I went back in the store to get it fixed and the customer service girl at the return desk couldn't understand how something so big and specific, a clothes steamer, was accidently rung up. She tried to wait for the manager who checked me out, to come over and help her figure it out, but that manager kept finding reasons she couldn't assist. Probably because she knew what she did and she was about to get caught. So the customer service girl eventually just gave me a return to my CC so I could leave since we waited and waited and waited for the manager, who couldn't come.

I was rushing, distracted and on my phone when I checked out, which is probably what they look for to pull this scam.😡😡

UPDATE: So I did email the corporate address you sent and we will see...