SEPHORA at Kohl's — Local services in Plano

I visited Kohl's earlier yesterday and had a disappointing experience. The lady working the evening shift on June 14th, around 5:00-6:00 PM, seemed to keep a close eye on me throughout my visit. While I appreciated her offer of assistance, I politely declined as I knew exactly what I wanted to purchase. At one point, I had a few items in my basket but decided against them and was focused on buying a concealer she had recommended, which was on sale.

Suddenly feeling unwell, I went to the restroom and unintentionally took the concealer with me, forgetting it was in my hand I have very bad ADHD and a bad memory that I actually take medication for. Unfortunately, it slipped out of the packaging onto the unsanitary bathroom floor. Knowing it was contaminated, I chose not to retrieve it and disposed of it properly.

When I returned to complete my purchase, I informed the lady about the unintentional misplacement of the concealer and expressed my intention to buy two replacements along with my other items. Despite my honesty, I sensed skepticism from her, which made me uncomfortable, especially given the sense of being watched from the beginning.

However, the manager present handled the situation professionally. I showed her my receipt and offered to have my bags checked, which she declined with understanding and respect. Although I appreciate the manager's demeanor, the overall experience left me feeling unwelcome, particularly as a person of color. As a result, I've decided not to...

Disappointed with Disrespectful and Discriminatory Service

Visited Sephora on June 13, 2025, and had an upsetting experience while returning a product. A white staff member was unnecessarily rude, warning me that Sephora had become strict with returns—her tone felt more like a threat than a policy explanation. Meanwhile, a white customer ahead of me had her return processed politely, without any such remarks.

I was also lectured by another staff member when purchasing a new item, saying to "only use 1%" if I plan to return it—as if I regularly abuse the return policy. Sephora clearly states that gently used products can be returned within 30 days. I followed the policy, yet was treated with suspicion and disrespect.

It’s disappointing to feel targeted and spoken down to while others are treated with basic courtesy. This experience felt discriminatory and...

They sell returns right back to you, the unassuming customer. I'm extremely grossed out to see I've spent $100 on something covered in the fingerprints and grime of some other person. Very off-putting and a reminder as to why I hate coming to ANY sephora and why I ALWAYS check the perfumes I buy beforehand. The only upside is that the older ladies working there in the morning were quite nice despite making me feel a bit pressured. Although I highly question their makeup and skincare experience.

Ps. I also overheard another employee mention that something they returned was being sold...