Unresponsive customer service

[netim]

I contacted Sephora on 2/18 about racist harassment in the Commack, NY Sephora in Kohl’s. I was told someone would contact me. No one contacted me despite me reaching out multiple times. I did not even know it was possible for a company to have customer service this poor.

[netim]

It’s abundantly clear that Sephora at the Kohl’s store in Commack, NY does not care about employees harassing black shoppers. The Commack store refuses to contact me and resolve this issue, and Sephora does not care to make them comply.

The issue:

On 2/18/24 an employee was harassing me, a black woman, as white customers who needed help were ignored. She called security to watch me try on samples but she also felt it was her duty to follow me everywhere I went. After 10 minutes and periodically telling her she didn’t have to bother me I loudly said, “I am uncomfortable.” So in an act of aggression she stepped forward to get even closer to me. Her escalating and getting into my personal space was bizarre and unacceptable behavior. I was shaking, and contacted Sephora a few minutes later and I was told it was so very important for them to act. If this aggressive employee wants to act out her racist fantasies again, but the customer is not nice like me, then what? Sephora’s actions say this situation is acceptable and not a liability.

[DaneeBT]

@netim I am so sorry to hear about this! I see that you contacted us again on 3/12 and another store complaint was submitted. If you're not contacted by the end of the day on Monday, please let us know. 

[netim]

I still have not gotten a response.

[keelybt]

@netim I'm sorry to hear that! I will send you a PM.