Kohls - Return With Resistance
Pants - Complaint
LANCASTER, PENNSYLVANIA -- My husband bought two pairs if Docker pants from Kohls 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 Kohls 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.