WAPPINGERS FALLS, NEW YORK -- First of all, I like Kohl's. I have their credit card. I shop there for my whole family on a regular basis. I've said good things about them to family/friends. Well, after visiting this location, that has changed. This is the first time I've actually had a negative experience in a Kohl's. Here's why.
I went in there to get sneakers for my daughter, and the selection was so poor that I left with nothing. They had few offerings, and what they did have, they had such a small inventory that I couldn't find her size in various shoes. Also, while we were desperately looking for her size, the shelf fell on us, and a bunch of shoes came crashing down onto the floor. I have to mention that we were buying shoes because the last pair of Candies that I bought for my daughter, from Kohl's, only lasted a month before the soles totally separated from the upper shoe. I did buy some things for my son.
This store has two entrances and a set of registers at each entrance. I visited both sides and waited at least 15 to 20 minutes in line both times, with one person max in front of me, before I got rang up. I had to exchange some socks, which should have been a simple process. I went to customer service. They sent me to the register to do the exchange. I waited my 15/20 minutes in line, again, only for the cashier to tell me to go back to customer service. The guy at the customer service desk was indifferent and couldn't care less that he gave me the wrong information to begin with. He never extended a simple "Hello" "Thank you," "Have a nice day" or even "My bad."
I made no fuss, even though I was totally aggravated. The least of my issues was that I had $5 in Kohl's cash on my tablet, which disappeared after the cashier scanned it, but wasn't applied to my purchase. It took so long to search for what I wanted, get out of the store and do the exchange that I told my family "If I ever try to come back in this store, stop me." I'm going to extend two stars to Kohl's, overall, giving all the other locations that I've visited credit for basically living up to my expectations.
ANCHORAGE -- Before my wife was diagnosed with a stage 4 terminal and aggressive rare cancer she made purchase of $126.03 per our Visa card statement for sundry socks and underwear items at the local Kohl's store. We left the state for cancer treatment, and she never removed items from the original Kohl's bag. Upon my return to state after her death, I found the bag with all tagged and unused items. No receipt in bag, but I found charge in the amount of credit card purchase. Kohl's advertises itself as "hassle-free" for returns, but it is the ONLY department or online outfit that was a hassle.
They refused to consider my circumstances and credit card statement and were unmoved by my explanation that only my wife knew where the receipt was, and I have never successfully mastered the art of communicating with the dead. I returned over $2,500 worth of wife-purchased items to Macy's, Nordstrom, Bed Bath & Beyond, Land's End, LL Bean, Eddie Bauer, Swimsuits for All and others I can't recall. Every single one accepted returns for full refunds without hassle, and none of them refer to themselves as "hassle-free".
I did receive a reply from Marquita ** at Kohl's including this line: "I have requested that a member from the store's Executive Team respond to you within five business days regarding your experience." That was on June 9th, 2017. Still have not heard back almost a month later. Moral of story: When a company has to state something everyone assumes goes without saying whether it be about its "hassle-free" return policy or its "fair and balanced" news, expect the opposite is true.
ANNAPOLIS, MARYLAND -- Ordered a Humidifier through Kohls.com. In a week Transaction status said delivered, but I never received the product. When I called customer service, they told me to ask my neighbors and the local post office, so I called about 7 UPS offices and they did not have any idea. When I checked the transaction status after a week, it showed that the product was being sent back to the seller.
I called customer service again to find that the product got damaged during shipping and was being sent back to the seller. I contacted customer service again and they told me that I will receive a refund after the product returned to them. It has been 2 weeks and the transaction status still shows product on the way and I never received a refund. Every time I call customer service, they say different things. NEVER, NEVER ordering anything from Kohls.com.
MARYLAND -- Recently, I went into my local Kohl's store and found that Gloria Vanderbilt Amanda jeans were available in a grey and a black scroll pattern. I could not find them in the 10 Long that I needed so I decided to order them online. I placed an order for one of each and waited for them to arrive. In the meantime, I remembered that when I buy these in the store I have to try on multiple pairs to find a pair that fit me in a 10 Long because of the inconsistencies in the fit and quality. So I decided to order 5 pairs of each color so that I would have many to choose a pair that fit me the best. I placed the order with Kohl's.com.
When the first order with 2 pairs of the jeans arrived I had terrible problems with the delivery company that Kohl's.com uses on the East coast. They delivered the package to my mailbox and lied and said it was at my back door. My mailbox is 350' away from my house and not in my line of sight. I called customer service and got this information from the CS rep with whom I spoke. She stayed on the phone with my daughter while I drove up to see if the package was in my newspaper slot beneath my mailbox. It was there and I safely recovered it. This was just an omen of the problems to come.
I contacted customer service about the 2nd order for the 10 pairs of pants because I could not get any shipping or delivery information about the order. The CS representative told me that the order was never picked up by the delivery company. I tried in vain to get the representative to find a way to get the order to me but she kept insisting that Kohl's would issue me a refund (the order was already charged to my card) and that if I wanted the pants I would have to place another order for another 10 pairs because this order would not be delivered to me. I thought this was the craziest thing I had ever heard.
Since, I really wanted to get the other pants, I agreed to place a 2nd order for the 10 pairs of pants. Several days went by with no credit on the credit card and no email message about any of the orders. On Friday of last week I received an email that I had received a refund on my Kohl's card. I looked and it was not for the total charged for the 10 pairs of pants but for more like 2 pairs! I could not figure this out.
The situation got even crazier when on Sunday, LaserShip delivered the 1st order of 10 pairs of jeans that supposedly was never picked up and could not and would not be delivered to me! Now I would not have placed the 2nd order for the 10 pairs of jeans if I had know that they would deliver this 1st order.
The delivery person made a big deal out of telling my husband that the package was on our front door step (he was outside at the time). I guess she got in trouble for the delivery to the mailbox and lying about where she put it in a report. Yesterday, I took the 10 pairs back to my Kohl's store for a refund. When the CS representative put the transaction through 2 pairs of the pants could not be returned because they showed up as already having been returned! I explained what happened with the partial refund on the order and the representative said that must have been for the two un-returnable pants.
Now I am awaiting the delivery of the 2nd order of 10 pairs of jeans. They are coming by UPS because one time when I explained about the problems with LaserShip's delivery of the first package and so called refusal to pick up the 2nd order a CS representative said that she could change the shipping to Priority Air but that she did not know what would happen to the order once it got off the plane. She also gave me a $50.00 credit to cover the cost of Priority Air. I will be returning the 10 pairs so it really does not matter how they get here just when.
This entire experience has given me pause to ever use Kohl's.com again. The general incompetence of the customer service people both in China and in the USA would be funny if it was not costing me lots of time and money.
The delivery company that Kohl's uses for the east coast deliveries is far worse than the post office could ever imagine being and there is no excuse for the lies they tell. The sad thing is that after all this I think I will be returning the two pair of jeans that I wanted- the fabric stinks. It smells metallic or worse even after two washes. It must be something that they put them through to get the finish. It even left some sort of deposit on the zippers. All in all, I will not be a Kohl's.com customer again. Just too much trouble for the little saved.
KNOXVILLE, TENNESSEE -- Horrible! Ordered pair of charcoal and orange Nikes but instead received black and hot pink cheetah print Nikes with no packaging slip and security tags on the shoes. Went to nearest Kohl's and was told the cheetah shoes were not in the kohl's system and 30 minutes later left without a refund or merchandise credit. Called kohl's.com x3 and sent multiple emails which I get different responses from different people who always ask for same info. Still no refund and never received correct shoes. Never will buy from Kohls.com or step in a kohl's store again... and I have spent lots of money there!
MILWAUKEE, WISCONSIN -- Complaint: Kohl's return policy is false, or deceptive, or misleading, has an unpublished element of giving in-store credits for only 1% or less of the retail pricing making their statement of “anytime, any reason” meaningless and thus false. Kohl's receipts boast, "Hassle-free returns, anytime, any reason..." "No receipt, no problem..." "We can look up your purchase and give you a full refund, or even exchange."
I bought a Sketchers pair box-priced @ $75, on sale for $69 but within 6 months of wear, the sole came unglued from the shoe. I did not have my receipt, however, the Kohl's receipts boast, "Hassle-free returns, anytime, any reason..." "No receipt, no problem..." "We can look up your purchase and give you a full refund, or even exchange."
I returned my defective shoe, was denied an even exchange with the statement, "this shoe is in back-stock and no longer offered..." Thus, no even price exchange, only an in-store credit. In fact, I was offered less than 1% of the box-priced $75 - I was offered $6 in-store credit with the statement: "you are given the lowest sale price of the shoes when you return without a receipt and an even exchange is not possible." I asked Kohl's "when did you sell this shoe @ $6 and where?"
Kohl's did not extend the courtesy of a reply. Kohl's previously said "our system" fixes the pricing for an in-store credit [$6]; mind boggling, as if some rogue computer or artificial intelligence in the "system" took over any common sense practiced by Kohl's - the policy is set by the person who programmed the "system" - which, cheats the customer of a refund and is contrary to a fair and open disclosure announced in the return policy - "hassle-free"? Only if you're willing to get less than one percent 1% of what you paid. Kohl's has had an opportunity to reply to me but has declined any reply or answers. Kohl's unwritten "system" policy & practice cheats the customer.
LANCASTER, NEW YORK -- I was shopping at Kohl's on Transit Road in Depew NY on Tue 11/24/15 and lost a diamond ring valued at $1800 around 4pm - 4:30pm. In the course of looking for the ring that evening, an employee at Kohl's named Georgette advised us that a ring that matched the description perfectly was turned into her by a customer around 4:30pm. She stated she turned the ring over to her manager Laura as their policy requires.
Subsequent investigation and review of video by the police and Kohl's security confirms that Georgette handed Laura a ring and Laura for some inexplicable reason decided to place the ring on top of her register printer in full view of customers cashing out.
A customer is seen to reach across and may have taken the ring, but that cannot be proven based on the camera angle and resolution. We have followed a reasonable process to correspond with Kohl's and pursue a just resolution for this matter but have not been successful. It is clear to me that Laura as a Kohl's manager entrusted with lost and found property acted in a careless and negligent manner and failed to exercise even slight care for this property. A party who comes into possession of a lost item has a duty of at least slight care for the property's safekeeping.
Kohl's denies all responsibility for this and seems to feel that they and their employees have no responsibility at all for lost items that are turned into them. Apparently it is perfectly fine for their employees to steal a lost item such as jewelry, a purse, goods, etc. or be completely negligent such that the found item is again lost and they have no liability for those actions. I intend to tell the world about this incident in every way I can and publicize their irresponsible behavior and response to a valued customer.
I ordered a space heater. I received a box missing screws to assemble the heater, the user manual and the remote. They kept me on the phone for an hour and did not resolve the issue. They said they had to get with the manufacturer to see about the missing parts. The heater I purchased is out of stock. It seems it will never be back in stock. I was told to take the giant paper weight to the store and wait for them to investigate. I asked them to send me the next heater up from the one I ordered at the same price, ship it overnight and let's call it a day. Again, I was told that I would have to wait until they conducted their investigation.
What I requested is regularly done by companies who care to make their customer whole. I know this because I have worked for companies where the satisfaction of the customer comes first. I did not purchase the product from the manufacturer. I purchased it from KOHL's. Kohl's should get my issue resolved in a way that does not cause me any more money and wastes as little of my time as possible. Kohl's has a problem with their vendor and THEY should wait for a resolution from them.
They will not give me a manager's name and will not give me their full names. Both are shady actions of companies who deny the customer the ability to name those they spoke to fully. "Debbie?" "Debbie who?" " We have quite a few Debbies..." See how that goes?
My original post on Facebook has been hidden by Kohl's to "secure the nature of my order number." MY ORDER NUMBER WASN'T ON THE POST. I wonder how many posts they hide with flim flammy excuses such as that one. THANK YOU YELP FOR NOT ALLOWING BUSINESSES TO DO THIS. I have since re-posted on their page and will continue to do so until this is resolved..
I asked for a call back from a manager 3/3 I did not receive a call. I called Kohl's on 3/4 and while the young lady was very pleasant, she could not provide me with a managers name either. She could not help me in any way. Got the survey in an email today. One is the loneliest number. As of 3/5 no call. Maybe they're busy reading "Customer Service For Dummies." Hopefully if anyone else has a problem they'll have a clue as to how to handle it. BUYER BEWARE!
RALEIGH, NORTH CAROLINA -- I love Kohl's for their great selections and outstanding values... However I will never step into another Kohl's as long as I live. And I will be sure to tell everyone I know, and that is a lot of people to also boycott all Kohl stores, and when they hear my story I am sure they will.
This morning I was shopping at the Kohl's in Raleigh Nc (#466) on falls of Neause Rd. After paying for my purchase I was asked to not leave by a very rude man. He proceeded to lead me to an office and accuse me of shop-lifting.... Honestly I thought this must be a practical joke... it wasn't. He went on to inform me that I was videotaped stealing 2 $10 rings... which of course is not true!!! Why would I just pay for $60 in merchandise and steal $20 of other merchandise... His response to me, "how would I know." I requested to see this supposed tape, his answer "I don't have to show you anything."
This is where the threats now began..."We can do this the easy way or I can call the cops, and have you sent to jail and ruin your whole day." I tried to discuss this with him and to find out what he was talking about, but to no avail. He was rude, bullying, threatening and completely out of line. He would not give me his name, would not call in the store manager, again would not show me his so-called "evidence tape", would not allow me or agree to escort me back to the "scene of the crime."
He proceeded to tell me I lied, stole and that I "seemed" a bit crazy. I asked my options and his answer, "agree to everything I tell you and we can get through this easier, otherwise I will ruin not only your day but your life, and I have the power to do it." Well at this point I certainly realized I was dealing with an ignorant, pompous, control freak and was terrified if I did not agree with him, so I did, though nothing I agreed to was true. He then informed me I had to sign an (unfilled) form out admitting my "guilt" and agreeing to never shop at any Kohl's again.
When I asked him why the form blanks were left empty, "I'll fill them out later, it's none of your business what I write or put into my final report." Again when I inquired about his name "You needn't worry about that... and then said **, that's all you need to know." Of course I asked him for a copy of this (unfilled in) form, "No you're not entitled to it, if Kohl's wants you to have one they'll mail it to you."
For the record I have not, have never, will never and have no need to steal anything ever!!! This was an emotionally abusive situation, at best, not to mention degrading and unethical." Upon completion of this "review" I will be contacting my local media, both tv and print, as well as my attorney, the bbb and your corporate offices.
COLUMBIA, SOUTH CAROLINA -- I placed an order for a Christmas gift on Nov. 24th online and received the confirmation email with order. 2 days later I received an email with tracking stating my order had shipped with the tracking number and should be received Dec.3. So as on Dec.3 I checked the tracking and it stated label created. I called customer service and they stated the item was out of stock and would be back in stock in 3 weeks. So what exactly was being shipped to me and why did my order status on Kohl's website state completed. So I asked for a refund and was informed it would take 7 days.
Well on the 7th day I called back and was informed the case was closed in error. However I still have no refund and no product... This has been the worst online shopping experience and I still haven't received my refund and it's Dec.12. So after speaking with 4 associates and waiting on a callback that was supposed to be received within 24 hours I have become completely upset with this company...