SEPHORA at Kohl's

Reviews

• AA

  Afia A

  Jan 13, 2026
  2.0
  This interaction deserves a 2 star review because although it ended positively it was not conducted in a manner conducive to the behavior expected of a beauty lead. I called in to report an issue I had with a Kohl's associate regarding the Sephora. I was helped by the Beauty Lead at this location, Jasmine. As I began to describe my issue to her, she wouldn't let me finish speaking. I kept trying to speak, but she kept interrupting me until she took the reigns of the conversation. I have a background in the beauty industry, very well versed in the conduct expected of all the roles in a beauty store. When we speak to clients on the phone it is imperative to maintain a mature and professional rapport with who we're speaking to. We don't speak over people, we don't make excuses - we listen with respect and take accountability as applicable. 80% of your job as a beauty advisor is intrinsically dependent on the way you interact with your guests, this is especially so for the Beauty Lead. Its sales, not rocket science - basic phone etiquette isn't an expectation but a requirement. As a freelance brand rep, I get to visit a lot of beauty stores in the greater chicago region. The first incident that I experienced with this store in itself would be grounds for verbal corrective action. The unprofessionalism displayed by Jasmine, as she was supposed to actively listening instead of vehemently trying to speak over me, would be grounds for a written write up. Anyway, I can't report the manager to the manager especially when she's one who displays immature/unprofessional behavior in her communications with potential clients. Although she kept the product up for me at the counter at the end of our interaction, I decided to forgo giving the sale to this store and instead bought the product I was looking for at Sephora Kohls Vernon Hills. The beauty associate there, Zaide, was precise and professional with her communications with me. As I was checking out, I mentioned to her in passing the experience I had with Kohls Gurnee. Not only was she immediately an active listener, she asked me a follow up question that showed me that she is someone who excels at her job - "What could have been done differently in the interaction you had at that store for the outcome to end positively?" I went on to tell her my exact diagnosis of the situation that occurred, listing the very points listed here. Her attention and care managed to turn an unsavory interaction into a returning customer. I assure you, my purchases from Sephora Kohls will exclusively be from the Vernon Hills location going forward. Perhaps the training at the gurnee location is lacking which is why Jasmine did not display the correct etiquette required for client interactions. Either way, the issue in question isn't based in malice - it's based in incompetence. To end on a positive note, Kohls Gurnee, please hire more associates like Zaide at Kohls Vernon Hills. This industry requires tactful associates. Thank you for reading and have a nice day. UPDATE 1/14/25: I called in to report this incident with the store manager. Well, at least I tried to anyway. I called the store manager and asked for her name. Her voice was coming in muffled so I asked her name again, and she immediately took on a hostile tone with me, becoming aggressive for no reason, asking me "Why I need to know her name?" Anyway, I told her it's because I like to be respectful with my communications with other industry professionals. She immediately backtracks and tries to make an excuse for her behavior. I decided against talking with her. Honestly, some stores are just horribly managed. I personally thought it was a problem with the Sephora itself, but it seems like this is a storewide issue of not only incompetence but also aggravation and malice. Will not be returning.
• TJ

  TLP Jess

  Jan 8, 2026
  1.0
  I visited this location earlier this week and had a terrible experience. I went straight to the perfume section, but the area I wanted was blocked by a cart full of boxes. The only employee working was in that section, while other employees stood around having personal conversations, even while a customer was checking out. I wasn’t greeted when I entered, and despite making eye contact with employees in the perfume area, no one acknowledged me. I ended up leaving without purchasing anything because it felt like a waste of time. I did take a video as well because I thought I would share it with management but after reading other reviews it seems quite pointless.
• AA

  Anusha

  Dec 24, 2025
  5.0
  Was a busy Christmas Eve with a lot of people asking questions and trying to check out but Trinity was still so helpful in helping my mom find her first foundation and perfect shade match!!! Made the process so easy and really appreciate how she treated us great customer service
• SO

  Savannah Ottow

  Nov 8, 2025
  1.0
  The cashiers here are crazy liars. I don't NEED to give you my phone number or email for the transaction to go through. I did my transaction perfectly fine, the computer did not freeze. The lady kept trying to get me to sign up with my phone number and email, I kept saying no! Then my friend checked out after me and the manager came up and said "If you don't give your phone number, our computers freeze up." Like cmon, I worked retail I know that she's lying.
• JS

  Jen Solis

  Nov 7, 2025
  1.0
  I’ve only had a bad experience in this location because of an employee. She wouldn’t let me return an online order but in their website and on the order confirmation it says I could return it to ANY Sephora location. I didn’t make a big deal about it but the way the employee immediately rejected my return without even looking at the item and confirmation sheet it made me feel like it had to do with my race maybe?? Because I have never been turned down like that for a return before so why else???? Like maybe she thought I was making a fake return or something but why would she assume that? Besides that time it was okay.

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