This letter is to complain about a frustrating experience with an order I placed on Kohl's.com. I purchased 9 items from a baby registry on December 30, 2013 via your website. At checkout, I changed to ship to address to my home. While reviewing the printed order confirmation at home yesterday, I noticed the ship to address had reverted back to the registrant's, which is no longer a current address. I called Kohl's customer service and upon explaining the issue, I was advised this happens often, I was offered an apology and assurance that the situation would be corrected.
The customer service representative I spoke with explained that a request would be sent to the fulfillment center and that within an hour, I would receive email confirmation of the correction. Upon checking my emails this morning, I realized I had not received any communication from Kohls.com regarding my order. I decided to contact customer service again, this time via email, and received an auto reply explaining that due to a high volume of requests, responses may be delayed and I was directed to contact customer service via phone for any time sensitive issues.
I picked up the phone, yet again, and called customer service, this now being the 3rd attempt on my end to resolve this situation. After an extended wait on the phone, I was connected with ** in customer service. I explained the situation to ** and also advised of my conversation yesterday with a customer service representative. ** was not as pleasant as the customer service representative I spoke with yesterday. ** was fairly adamant that he could not pull up the order without an order number.
After explaining I was on my lunch break, did not have it available and asking several times if there was alternate information I could provide to look up the order, he reluctantly looked up the order with my email address. ** advised no changes could be made, the order couldn't be canceled and that at this point, it will be up to the people who live at the address to be honest and reject the package. ** was not courteous and seemed unwilling to help.
When I asked for a supervisor or manager, I was abruptly placed on hold and transferred to **. Unfortunately, ** did not provide any further assistance or a resolution to my issue. I ended the call extremely livid not only because of the unresolved issue, but at the lack of service from the customer service team. At this moment, there is a package at your fulfillment center which has not yet shipped. However, due to your policies, the ship to address will not be changed. My assumption is that this policy is due to an automated fulfillment system which limits the opportunity of changing an order.
However, I cannot help but assume that somewhere in your fulfillment center, there are employees that could be contacted in an attempt to correct this situation. I understand there are no guarantees, but a glimmer of hope and an sympathetic customer service employee, doing everything they can to assist, would have made all the difference. I was not treated as a customer who supports the company, but was treated as a burden. This experience has left me frustrated, angry and unwilling to shop at Kohl's, in-store or online again. I will be canceling my email subscriptions and closing my Kohl's charge account.
Although my actions may seem extreme, I have never been this livid due to the lack of customer service from a company. I myself work in customer service and would quit my job if I ever treated someone the way I was treated today. All I'm left with at the moment is the hope that whoever receives my package will be honest enough to reject it, which is the pathetic resolution your customer service representative offered. In the meantime, I have to wait to see how this situation plays out and begin shopping yet again for baby shower gifts, which I can guarantee will not be at Kohl's.
Although I am just one person and cannot impact your company drastically, I can, and will, use social media as well as the internet to share my experience. Word of mouth is often underrated.
MEDFORD, MASSACHUSETTS -- I used to shop from Kohl's. I am a customer since 2006. This week 02/19/13 I went there with my 2 kids, my husband and my friend. My husband was holding my baby stroller (2 month) before I made check out. My daughter want to go to the bathroom at this time my husband gave me my baby stroller and he took my daughter. After I paid for my purchase, I left Kohl's. Few second later I heard a rude woman asked me to stop. I shocked especially when she told me "you left with no paid items" then I follow her to the office.
My problem is: my daughter (3 years old) she put 2 cheap toys cost less than $8 on the bottom of my baby stroller. I tried to explain to her, "She is my daughter who put them there not me, and the stroller wasn't with me either. I didn't see the items trust me." But she don't care about what I'm saying. She accused me and she told me "how can I trust you? Maybe you saw them." I asked her many times to go back to the camera and see the tape, and she started yelling and screamed at me, threatening. She asked me to sign some papers or she will call cops to take me to the jail.
I was very scared because I don't understand a lot of her words and I can't defend of myself, because my English very weak. I started cry and I explain again and I asked her to go back to the tape, is no prove or evidence. But she didn't. I told her I am still sick I had a baby recently by cesarean section 2 month ago. I felt like I'm going to pass out, but I was thinking of my baby. She told me "sign the papers if you want go home today, I have power to send you to the jail thinking about your kids." (she said) My husband called many times but he came in the end and he tried to explain to her too he was holding the stroller not me.
But she never listened, she asked my husband to take the kids and my friend too out of the office, at the end before I sign the paper I don't know what exactly on it. I asked her to gave me a copies. She said "no way," and she took a picture of me like a thief, really I suffered injustice when I left the office I felt dizzy. I couldn't walk, but she was follow me and she asked my husband to took me away from the store.
Really really I felt very bad and I am still. I didn't sleep for two night, please I need your help, what I have to do in this case. I suffered injustice then I paid a fine later for something I didn't do it. (I'm sorry for any mistake I don't speak good English) maybe my heavy accent helps this lp woman treated me as a thief. I need your advices please.
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.
You know what, every time I shop here, I feel SO TERRIBLE for the employees and managers. Customers just like what I've been reading from most of you, take things and extort them against the company. You all should be shameful and regret all of this petty complaining I see EVERY TIME I'm there sometimes more than once. I just want to say that for one, people should learn to comprehend what they're reading. If you don't understand and need to know for sure before you trouble someone else, ask for assistance. It's YOU that causes the scene at register, not the cashier who he/she is just doing what they're told.
Rules and regulations people, they govern everything around us, so why when you become the number one priority do you seem so ignorant and narrow? I've been a cashier, and it seems to me, especially after earning so much respect and pride in college, that you ALL just seem to manifest these expectations usually based on societal and cultural "norms". I'm sure as hell not going to respect you one bit if you think that what you say is right and what I'm TRYING to inform you of is wrong. You all are oblivious to an invisible and only intellectually discovered pattern of social structures, all embedded in your every waking moment.
I have studied Freud and his theories, as well as the posotive Emile Durkheim. They both state "right" ... "wrong", all words of meaning only to those who are entangled in regression, ignorance, immaturity, and a self delusion of expectations that, when not met, create a psyche disruption and ambivolent retorts and defenses, that of which are an enigma to those of us who have progressed further as scholars and intellectual, rationalized, comprehenseve, analytical, open-minded, and Gnostic beings.
After saying what I needed to, and explaining in FACT why you all think we may treat you wrongful when you don't get what you want. It's simply a disease of your mind which keeps you from understanding a rational explanation of the RULES of Kohl's.
Percents cannot be combined, if they were able to be, then during scratch offs they would make no profit, thus ending somewhere for you to get away with complaining. Email alert dollar offs cannot be used more than once, because if they did that, they'd have cheap people coming in and out with merchandise that has made NO PROFIT. If they adjusted prices to your every command, they would be out of MONEY. If you have merchandise that you are unsure of getting, then maybe you should take yourself out of line, and logically, think about it before check-out, so as to prevent bad attitudes arising from the employees you think have problems.
If you are writing a check, then why can't you get yourself a damn debit card? It's not hard, unless you have bad credit and no money as well a a lack of self control. Also, when they tell you something and a manager comes only to tell you the SAME THING, then why are you still complaining? You heard her, now leave or whatever you need to do, just get over it. I just have lost hope for customers, I feel sorry for them everyday I visit, because you people make it so hard for them.
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.
LANCASTER, PENNSYLVANIA -- My husband bought two pairs of Docker pants from Kohl's not even a month ago for a golf trip and did not wear one of the pairs, so He asked me to return them for him. I asked if he had kept the receipt. Of course he did not but I was hopeful because of Kohl's fantastic marketing campaign they have running about their fantastic return policy. I had the credit card that my husband used and all of the tags were attached to the pants. I went up and explained that I did not have the receipt and she scanned the pants and said "oh these pants are old... They are so old they don't even scan in the system any more."
She proceeded to try to swipe the card but she said that this card was not the right one. I said "oh well maybe he used his bank card I wasn't sure." She said there was nothing she could do without the right card. So I went to the Dockers section and found the same pants, the numbers matched and everything, I talked to the sales associate in the men's department and she asked me if I wanted her to come back since she usually works in the customer service area. I said "no I shouldn't have a problem since I found the pants and I didn't care if I got merchandise credit."
I took both pants to the counter and showed them to her and she still proceeded to tell me the pants were different. I said the pants are the same the tags on the butt were the same, the numbers were the same except for the last digits of the sku since the pants were a different size. She insisted. I said that "this is ridiculous. I just want to return the pants." So I put the pants in the bag and told my mom as I walked away that it shouldn't be this hard to return and the customer service lady proceeded to say "well that is why it's so important to keep your receipt." I walked away and said "this is such bull."
I walked to the men's department and found the lady in the men's department and we went back to the desk, this was the third time for me and the woman that helped me in the men's department, found the pants got them to scan but did not match the card I had and she gave me a merchandise credit. I don't understand why this other lady had to make me feel like I was returning something soooo old that it didn't scan and gave me no other options. I was not happy and I don't understand why a company that has a return policy such as Kohl's wouldn't train the people in charge of returns on the policy or at the least show the customer a little respect when talking to them.
I don't think it should have taken me three times to return the pants. I also went back home and told my husband the story and he told me that when he bought the pants they didn't scan and the manager had to come over and told the associate to just ring up the other Dockers that my husband bought since they were the same price. This whole situation annoyed me.
The most helpful reviews and complaints are factually correct, include details from your firsthand experience, and have photos. Placed order # ** thought my new shipping address was saved end up finding out my order is being shipped to an old address. Called your customer service believe rep's name was Jean. She mentioned about 3 times during the conversation. It's my problem because I placed the order and there was nothing they could do. Rep even told me to try my luck at post office and FedEx. Never experienced such bad customer service. Very disappointed customer.
Either I'm having a bad week, or I'm just being picky. I can't decide. This is my second complaint in two days. Kohl's has been my favorite store for a long time now. The customer service is bar none, and the return policy can't be beat. Lately, however, I've become a little disenchanted with the prices and quality of the merchandise. Not enough to stop me from shopping there, but enough to make me feel less enthusiastic.
Adding to my recent disappointment is an email that I received yesterday containing the following information: "As of March 5 we will only be able to provide you one form of your statement, either paper or online. If you prefer to receive paper statements you can continue to do so, but your electronic version of your statement will not be available on My Kohl's Charge. All other functionality remains the same. Remember, you always have the ability to opt out of paper statements, which will allow you to retain your easy access online. This results in your ability to view the statement right away."
Why? I'm sure there are Kohl's customers who still prefer paper statements. Why should they have to forfeit the convenience of viewing the transactions online during the billing period? For a company that provides such excellent customer service, I find it ironic that they would deprive their customers of this simple convenience. I hope Kohl's reconsiders this decision. I will not be giving up paper statements. Maybe it's old-fashioned and I'm stuck in a time warp, but I prefer receiving my bill in the mail. I will miss viewing the transactions online, but apparently that's the price I must pay for having the bill mailed to my home.
Hey all you Kohl's Customers out there! My name is ** and I work the registers at the Kohl's in my town. After going through and reading all your complaints all I can do is raise an eyebrow and laugh. Seriously. Oh my God. Who do you think you are? Do you honestly think that Kohl's gives a CRAP if you decide not to shop there? You. This one person with your ninety dollar purchase. The store I work at makes a quarter of a million dollars a day. I doubt that they will even shed a tear at your imminent departure from our premise. Let me let you in on a few facts about Kohl's.
1) It sucks to work there. It really, really, really sucks to work there. You think we want to ask you to sign up for a Kohl's card? No. We don't. We get a one dollar incentive if you open one but that is hardly enough to motivate us. However, if we don't get some our managers will ride our asses all the way out of the store because THEY DO get bonuses. Significant ones. And no, we do NOT get incentives for e-mail. But we still get in trouble if we don't.
2) We are poorly scheduled. It is not the employees fault if there's no one there to accommodate you. Go beat out the managers because we're just as pissed. We get one person at register and there's a line halfway round the store. Meanwhile all the managers are in the office on Facebook and on their hour long lunch. They don't care. We do the best we can but you hardly make it easier.
3) We're not trained. Half of the people on register don't even know how to work it. They pull people who are not hired to work register and throw them behind them because they don't schedule or hire enough people. This affects you because you get some lick who doesn't know crap about anything and meanwhile the dressing rooms are overflowing, the department is empty and the customers just keep get pissy.
So, what did we learn? Generally we really don't care. I'll be honest. You can say whatever you want about me being a bad employee but the hard facts are, no one there really gives a crap about you. You are there, as far as we're concerned, to make our lives harder. And you do on a daily basis. You seem to try. You get so creative. So, get the hell out of Kohl's. Go shop somewhere else. We don't give a crap.
OXFORD VALLEY, PENNSYLVANIA -- Kohl's has a promotion which has been ongoing, where you sign up your e-mail address and you get a $5 coupon via e-mail to print up and take into any Kohl's and they will take $5 off your purchase of $5 or more. I sent for one, so did my daughter. It states on the coupon one per household, but when I went into Kohl's and used the coupon the cashier asked me if I wanted to sign up my e-mail address, I informed her that I had done that already, which is how I got the coupon I just handed her. She asked if I had an alternative e-mail address, I said I did, she told me to give it to her, which I did.
A week later I got another $5 coupon. This happened on several occasions, and since I have AOL I have 7 e-mail addresses, and I have several through work so when I would tell the cashiers that I already sent for a coupon (or two, or three) they would tell me to give them another e-mail address.
Last week as I was checking out, using a coupon, the store manager approached me and told me that security said they could not accept any coupons from me in the future. That I had been using more than their limit of one. I told the manager that I knew it said on the coupon a limit of one per household, but that the cashiers continued to ask me for new e-mail addresses. It was almost like they got a bonus for signing up new people. I told her that I was content to have the first coupon, but that they said I could sign up more than one. And this was not just one cashier who asked me for an alternative address, it was several different ones.
I am not scared to even enter Kohl's, although it is (was) my favorite place to shop. I figure security has red-flagged me. I will never give a Kohl's cashier another e-mail address of mine, and I am now uncomfortable about signing up for any offers that need my e-mail address. All well and good that Kohl's has a limit of one of those coupons per household, but do not have your employees ask for additional e-mail addresses and act like it is perfectly okay to get more than one coupon.