Kohl's — Local services in Cedar Hill

We purchased items from the Sephora store at NorthPark mall and tried returning at the Sephora store in Kohl’s (Mansfield, TX). We were told we could not return our items at this store, and we would have to complete our return at the NorthPark location instead.

Well, this made no sense to my daughter (or me), so she asked to see the stores written policy, and instead of showing her the policy or referring her to where the policy could be referenced, she was meet with attitude(s), rudeness, and resistance.

She requested the assistance of a manager and was told the Sephora manager was not there so a request to speak with the store manager was made. In the meantime, and while waiting on the Store Manager, in steps Kihaja “Kay”, she could see the situation escalating and immediately stepped in to see how she could deescalate and help. My daughter and I explained what was going on, and Kihaja “Kay” listened and took the time to explain the policy in a way that started to make sense to the both of us.

Terrance, Store Manager, a burst of sunshine and the consummate professional (🤔🤔) showed up in rare form and as if he could not be bothered with his employees, us, or anyone for that matter; his approach and demeanor was off-putting.

When speaking with us, Terrance gave us the impression he was leaving to locate the store policy; however, he instead walked away and never returned, even when the employees called and made a request for him to do so, their requests were ignored. “Attitude reflects leadership” - “Remember the Titans.”

Anyways, we searched and found the policy ourselves and found that purchases made on Sephora.com and in Sephora stores cannot be returned or exchanged at Sephora at Kohl’s. We are now clear on the policy and will return our items to the Sephora store located in the Parks at Arlington mall.

To the employee(s) that apologized and took responsibility for their actions or initial response to the situation, I want to commend and thank you for doing so. I know that wasn’t the easiest thing to do, but we truly appreciate you doing so.

In all of this, Kihaja “Kay”, was the employee that stood out the most. From beginning to end, she actively listened to our concerns and engaged with us. She was courteous, patient, calm and attentive to us. She put us, the “customer(s)” first — KAY UNDERSTOOD THE...

Their customer service is terrible and not the brightest especially the blond older manager lady and her employees! They wasted an hour of my time! I was trying to return some items and the manager and her employees were no help! They were trying to return less money than what I paid out of pocket which is NOT RIGHT. I had paid with my own money $309 ((not including any Kohls cash)) and they were only trying to return back $246. BEWARE when you are trying to return orders where Kohls cash was used and earned. Make sure you ask to do the returns separate by receipt, and always do the order where you used the Kohls cash first!! Or they will end up returning less money. It has to be done in that order because there is a glitch in their system that will end up returning less money. I had to figure this out on my own after doing the math. They were making it seem like I was wrong, but they were in the wrong! I was right! And I hope the manager reads this! Because her attitude and her employees attitude was so disgusting. I had to go to a different Kohls to get this handled correctly. Never going there again!!!!!

I had 3 online orders I was trying to return: Order 1 - I paid $133 and earned $20 Kohls cash. Order 2 - I paid $133 and earned $20 Kohls cash. Order 3 - I used $40 kohls cash earned and paid $45 out of pocket.

Correct Return Procedure: (Return where Kohls cash was used should always be done first)

1st Return: Order 3- $45 refund and $40 Kohls cash back on a coupon. End return/transaction.

2nd Return: Order 2- $133 refund and MINUS $20 Kohls cash. Remaining Kohls cash balance $20. End return/transaction.

3rd Return: Order 1- $133 refund and MINUS $20 Kohls cash. Remaining Kohls cash balance $0. End...

Went to Sephora to pick up a few things and wasn’t looking for any help because I knew what I wanted BUT get to the counter, lady on the phone no acknowledgment, she gets off the phone, I asked a question on if a product is a tester (try me) before I buy. Flat no, but then she behind to say she has to list it first then sprays in bottle too for me to smell, I’m like ok. Then I asked if I buy 4 it says 20% off, she says NO, I say there is a sign that says it. I show her, she walks over to two people, I go back to counter so she can check me out, a man comes up and then proceeds to speak at me as if I am a child, I will do it for you this time because I can see how you thought that but it’s Sephora collection only so I won’t be able to do it for you again. I’m like for the record, I didn’t ask you to do anything and didn’t even know why you were the one checking me out but ok. There are better ways to address your errors and treat people especially in the service industry but it seems providing good customer service is becoming an anomaly. I...