Horrible experience with Kiehl's Sales Rep at Costa Mesa Sephora

[Natalie10101]

Today I had such a horrible negative experience with a Kiehl's Sales Rep at the South Coast Plaza Sephora location that I would like to file a complaint against the employee, Kelli Lo. I went to Sephora to pick out an eyebrow pencil and asked the closest employee to help me find a color match. Upon thanking her for her help, the employee blurts out "Do you want niacinamide for your oily skin?" I was thrown off as it was so unsolicited and asked her to clarify. She continues to say "You need niacinamide for your oily skin. I also see all your whiteheads and blackheads and they really stand out", then proceeds to aggressively lead me towards the Kiehl's section of the store. She then proceeds to push Kiehl's products on me by trying to create insecurities and pointing out 'sun damage, blackheads, whiteheads, wrinkles, and enlarged pores', even going so far as to shove the products into my hands. I am only 22 years old and have always had clear skin, so when I stated that I tended to get the occasional cystic acne rather than whiteheads, I was shocked when she said "Ew, you get cysts?" Kelli obviously noticed that I was getting upset and was confused why she was offering all of this unsolicited criticism and dismissed it by simply saying that "she can't help it because she likes skincare". After criticizing me and shoving different Kiehl's products in my hands while pointing out enough flaws so that I could buy 3 products and receive the free goody bag, I realized that she was a brand sales rep, rather than a Sephora employee. I became even more upset when she pointed to my friend who was next to me and said "Her skin is so pretty, you should take tips from her. Look at how much water she drinks, maybe you should drink more water instead of coffee" while glancing at the iced coffee in my hands.
In tears, I ended up saying something to another Sephora employee, who handled the situation exceptionally well and identified her as a Kiehl's brand sales rep. This experience left such a bad taste in my mouth and creates such a negative association between Kiehl's and how they treat customers. I'm 22 years old and I know how sensitive skincare and beauty can be for my friends and I, so to have Kelli Lo unsolicited offer such harsh criticisms in a blatant attempt to sell products is inappropriate and unacceptable. I've never been insecure about my skin, but this experience was so shocking it left me in tears on what was supposed to be a fun shopping trip. I would really hope that this is the exception and not the norm for sales. 

[DaneeBT]

Hi @Natalie10101 I am so sorry to hear about your recent store experience and thank you for bringing this to our attention! I'll send you a PM to further assist.