I would like to notify you of extremely poor customer treatment while shopping in Kohl's Mansfield, Texas store #1181. While shopping with with my 7 year old daughter, we heard the announcement that the store was closed. I immediately told my daughter we needed to find her father and brothers. As we walked out from the and turned in the opposite direction from the staffed registers, I was called out to by an employee that I was moving away from the registers from approximately thirty feet away. I replied that I was looking for my husband. At this point, I was not upset. Then the staff person asked if I was looking for a man and two boys, I said " yes, " to which she indicated that they had gone towards the back. This did surprise me that she would take note of all the customers. As I moved away to look for them. She called out that we needed to get to the registers. Because of her tone and what she said, I stopped, turned around and asked her what she said. She replied that she said we needed to get to the registers. Then I became upset and asked for her name, but did not say anything else and started walking away looking for the rest of my family. She then started following behind me and got on her radio saying that she needed assistance looking for " a man with two boys." (As if we were criminals or completely disregarding that the store was closing.) At that point I called out that I would find them myself and did not need her help. Keep in mind, we are still several feet apart, so we were both being significantly loud. As I got past the second set of registers, my husband and children came around the . At that point, I was very embarrassed and upset that I had been singled out and treated in this manner. I loudly stated that "Sandy wanted us to leave the store and to leave all the items we had in our baskets." At that point we walked back toward the registers. I called back out to Sandy who started walking the opposite direction that we were leaving. I also loudly exclaimed to all the other individuals checking out that Sandy wanted us to leave!.
When we all got into the car, my husband point out that it was just 9 PM". I then decided to call back to the store;. After looking up the store number and selecting to speak with afterhours staff, I spoke with Daniel/. I asked Daniel for the store manager and then the time at his store". He indicated it was 9:07 PM.. I asked who was the manager, and he told me it was Ben Cruz and the manager on duty was Sandy|. I asked to speak with Sandy to inform her that I would be filing a complaint'. When Sandy came to the phone, I stated my name and told her I was the customer she had treated poorly and that I would be filing a complaint. I explained that her yelling out to me and saying that we needed to get to the register was disrepectful and that I was very upset by her treatment. She indicated she is mandated to get customers to the register. Thinking back, I did not hear her say anything to any other customers, inquire about other customers in the store on the radio, or walk out of the front area searching for other customers to corral to the registers. Maybe she chooses another method to single out customers to direct to the registers? Maybe it is height, weight, or even "skin color"? At the time of my call, I did let her know that there was a better way to do it.
As I told Sandy when she gave a half hearted apology and stated her "mandate," I will be discussing my complaint with the General Manager and anyone else who will listen. I would like to note, my husband stated that no one else approached him about leaving and he saw several other individuals still shopping in other areas. Every other sales person I and my daughter encountered were nice and polite. One staff even apologized to my daughter for having wallets on the floor as she zoned. 3164614