Kohl's Corporation

We apologize for our customers inconvenience due to the missing item.  While we are glad the item was reordered, we regret to learn it has yet to be credited. Please know, we processed a credit for our customer in the amount of $128.24 back to his Kohl's Charge ending in 1915. He will see this...

credit in an average of seven days. Please also let our customer know, this is the amount that was paid for the item when he originally purchasedit on order #5*0032585.

I...

reject the response of Kohl's because it does not address my complaint at all. My complaint is that I returned something to Kohl's and they gave my refund to someone else.  Also, I wanted my Kohl's account credited, not some type of credit where I would have to spend the money at Kohl's again.  I purchased items that totaled several hundred dollars. Some of the items were my sister's and some of the items were mine. My sister used her Kohl's rebate cards and Visa gift cards to pay for some of the stuff. After all of the credits were applied, I still owed Kohl's $127.85, which I then charged to my Kohl's charge account. This was on April 9, 2017. When I went to return one item totaling approximately $31 on April 28th, the lady at the return counter told me that the refund would go back on my card.  A couple of weeks later, I signed onto my Kohl's account and did not see any refund on my account.  When I called customer service to inquire about the refund, I was advised that the money was refunded to a Visa gift card in my sister's name.  I told them that I was the person that returned something that I bought, so the refund should have been credited against my outstanding balance on my Kohl's account.  Customer service at the 800 number told me that there was nothing they could do, and that I should call the local Kohl's store to address my complaint.  I called the store where I bought the items, but was told that there was nothing that they could do because "that is how the system works".  The store manager told me that if I came in and provided identification, she would give me a store credit.  She saw nothing wrong with the fact that Kohl's took my refund credit and gave it to someone else. Also, I returned something and I wanted it credited against my Kohl's account balance.  This whole scenario should have never occurred.  This is shady refund practice by Kohl's.  A refund should be returned the way the customer wants it returned.  A refund should not be give to someone else other than the person returning the item. A system like this should not exist.

We apologize for the inconvenience and frustration our customer experienced with online Order 798936096. We have confirmed a credit in the amount of $16.57 has been applied to the Visa ending in 3795 on March 21, 2017. Please advise our customer to allow 7-10 business days for it to reflect.

Our records show the customer's originally order used and earned Kohl's Cash. When you return merchandise from a purchase that earned Kohl’s Cash, the Kohl’s Cash value will decrease. If you have already used your Kohl’s Cash coupon, the amount of the Kohl’s Cash will be deducted from your return...

amount. Our records show the customer received the correct return value. We apologize for any confusion.

It appears our customer has reached out to us via a different channel. Our customer's concern has been addressed. We consider this matter closed.

Upon review we are able
to confirm that we have forwarded the customer’s information to our Marketing
Department to ensure she is updated on our master list. We...

advise that it may
take 3-4 months for this update. In the meantime we will send 3 coupons to the
customer’s home address. We apologize for the inconvenience.

We have agreed to mail our customer's recipient the $40.00 gift card originally ordered in November. Since this is being processed manually by our fulfillment center, please advise our customer to allow 5-7 business days.

We advise the customer to reach out to our Corporate Refund department directly for assistance. They can be reached at ###-###-####. We apologize for any inconveniences.

We apologize for the inconvenience our customer has experienced due to our mailers. We have forwarded all of the information provided to our marketing department. Please advise our customer to allow 5-7 business days for this to take effect.

Upon review of our customer's concern, it appears we did process a full
return for our customer's online Order [redacted]. It shows on our end a check
was requested to be sent on December 06, 2016 in the amount of $1,173.36.

We have established communication with our customer via email and will continue to work directly with our customer.

Upon review, due to the issue being related to a lost kohls.com order, we are only able to honor the earned Kohl's Cash and 30% off a new order placed. We are unable to send a physical 30% off coupon or Kohl's Cash.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Spoke to [redacted] and she explained they didn't even have all my items as being returned #1 and Kohls is sending me gift cards in 8 and 10 increments how can anyone shop like that make one lump credit and give the customer the credit . I returned these items on the 29th Kohls received them on the 5th of October . We are now at Nov 11 and I have 2 credits which I just got the other day. It is way past the money now its more of the principle and how much I had to go through. I put out money I did not have extra to spend under the assumption I was going to get refunded. So I  just emailed [redacted] and let her know that I will not be needing the merchandise credit. I will not be shopping at Kohls anymore. My mother and sister and I'm sure many of there friends have accounts with Kohls and I will be sure to pass this horrible experience on. Please provide me a return address to where I should ship back the cards to . I was in the process of getting ready to leave when I spoke to [redacted] today so I couldn't get into much detail. I just find it very insulting that someone told me to order and reply with a order num and now [redacted] is stating that it doesn't say to "replace the whole order and a credit would be issued for everything". I get that the email doesn't state" get  refund for your full order" in those exact terms but it was pretty clear to me that I was to place and order provide a order number and then I would be refunded. Any other person would have interpreted it in the same as i did as well. I also got to thinking that this has been going on since Sept and I have getting nothing but 7-10 days timeframe and the runaround back and forth and nothing for my inconveniences. Not even my kohls cash back. The least you could have done was issued those. And it makes no sense how I get credit in increments when they were all returned at the same time at the same location. Is someone really supposed to wait over 1 month to get a credit back? How logical does that seem?
Regards,
[redacted]

Revdex.com:  Purchase was made online, and if you had the decency to return a call or email you...

would already know this. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

At this time we are able to confirm the
credit has posted to the customer's Kohl's Charge account. We advise the
customer to check their account or their next statement to confirm the update.

Dear Kohl's
Thank you for the offer. I would love to process the new order, but you have $750 pending on my Kohl's card due to the cacnelled orders, and my limit is only $500. If you can release the pending auth's then I can move forward.  Furthermore, can I have a coupon code for the 30% off that you offered?
Regards,
[redacted]

We apologize for the inconvenient and disheartening situation regarding the customer's Kohls.com order. Also, we regret the customer received the misinformation that her Kohls.com order was able to be reshipped. We have processed a return on 02/09/16, back to the customer's VISA ending in [redacted]. We...

advise our customer to allow 7-10 business days to receive this. Additionally, the customer's feedback has been shared with our E-Commerce Executive Department to ensure that our best practices are executed. We apologize for any disappointment.

We have credited the $45.00 directly to the customer's account. We advise the customer to allow 24-72 hours for the credit to appear. We apologize for any additional disappointment.

As stated in the previous communications with the customer, the correct refund amounts were given to the customer. We stand behind our previous statements and consider this matter closed.

Our records
show a return for Kohls.com order # [redacted] was processed on 01/09/16.
Additionally, a return for Kohls.com order #[redacted] was processed on
01/12/16, and 01/19/16, back to the customer’s VISA ending in [redacted]. We advise
the customer to partner with her credit card company to verify the credit. We
have processed a return for Kohls.com order# [redacted] on 02/25/16. We advise
our customer to allow 10-14 business days for the credit to appear. We
apologize for any additional disappointment.