Kohl's - Kohls.com Ship to Issue, Poor Customer Service
To whom it may concern:
This letter is to complain about a frustrating experience with an order I placed on Kohls.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 Garrett in customer service. I explained the situation to Garrett and also advised of my conversation yesterday with a customer service representative. Garrett was not as pleasant as the customer service representative I spoke with yesterday. Garrett 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. Garrett 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. Garrett 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 Vanessa. Unfortunately, Vanessa 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 cancelling 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.