Kohl's Corporation

Upon review of our customer's order, the customer stated that FedEx denied her claim. Kohl's is not responsible for the items since  FedEx confirms delivery of her package. She would need to contact FedEx and the customer might want to consider filing a police report as well.

I have
researched the concerns regarding the customer’s Rewards account. The e-mail
address and password she previously received assistance...

with was for her “My
Kohl’s Charge account; the system used to view your Kohl’s Charge account
information. Our records to do not indicate the customer has ever enrolled in
the Kohl’s Yes2You Rewards program, which is a completely separate entity. We
will be unable to accommodate the request to retroactively provide the customer’s
reward points, as she has never had an account.  We advise the customer to contact
our Rewards Department directly if she needs assistance enrolling. She may
email them at [email protected] or call their Customer Service Contact Center
at ###-###-####.

A return for SKU 89028994 was processed on 12/29/15, back to the customer's Master Card ending in 7588. Additionally,  the customer's Revdex.com complaint has reached the highest level in our company and we regret the frustrations she endured. We recognize the importance of providing great service at all times. We make every effort to ensure that  interactions with our associates are more than satisfactory and that customers receive outstanding customer service. Our customers are very important in our continued growth and success, and our priority is customer satisfaction in all levels of service. We expect our associates to be knowledgeable, accessible and courteous at all times. We regret that this was not the case and that our associates did not provide the service anticipated. Please know these concerns have reached a high level and the feedback has been provided to the appropriate channels for internal review. We apologize for any inconvenience.

We will not be contacting the customer's mother as the complaint was filed by the customer on behalf of his mother. As stated, the customer's mother is welcome to contact our Customer Service Department to resolve her account directly and properly with our representatives.

Upon review of the order [redacted], our records do not indicate gift wrap was charged for this order. In addition, a refund for the shipping was submitted back to the Kohl's Charge account on 11/21. The customer should have received this credit. We processed an additional $1.65 credit back to the...

form of tender used as the customer was advised a total of $30.65 would be credited back to the account. We apologize for any inconvenience.

Upon review, we can confirm a pick-up request has been scheduled and the item has been retrieved. Once it reaches our Fulfillment Center, a refund will be processed back to the form of tender used. We are happy to honor the original sale price of a replacement order. We apologize for any...

inconvenience.

We apologize for the inconvenience our customer has experienced. A refund will be processed for the amount of $266.93 for the order not received.

Kohl's first and foremost concern is our customer’s comfort.
We take every precaution necessary to ensure that all situations are handled
appropriately, and we consistently monitor our Loss Prevention protocol.  We apologize for the discomfort and disappointment
the customer recently...

experienced at our store. We have forwarded the matter to
the District Loss Prevention Manager for internal review.

Our records show the customer’s concerns escalated to the
Executive Office, and she was informed that she was not able to receive her
requested credit without proof of purchase. She was provided a gift card as a
courtesy to her. Our records also show the customer accepted a Kohl’s
Merchandise...

credit for her non-receipted return. She was also provided a gift
card from our Kohls.com Customer Service. The customer has already been advised
her return options, and we are unable to accommodate her request for any additional
credits.

Our customer was sent $36.00 on April 11, 2017 to [redacted]. We will reprocess a new $36.00 VISA Prepaid card to the address on this complaint, and will be mailed out within 15 business days.. We apologize for any frustration this has caused the customer.

[A default letter is provided...

here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

We apologize for the inconvenience and frustration our customer experienced with Order 6968719357. We have processed a refund in the amount of $499.98 which will be applied to the Visa ending in 0268. Please advise our customer to allow 7-10 business days for it to reflect on their credit...

card.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I was asked to reply with the order number etc so it is below.Order number [redacted]Items received from that order were [redacted] and [redacted] nothing else arrived. I was told to reference # [redacted] when I started called to request this issue be resolved. ThanksRegards,
[redacted]

We apologize he has not received a telephone response back. Our Kohl's Charge linked coupons can only be applied to the Kohl's Charge and cannot be split between a different form of tender. We advise the customer to reply with the receipt information, starting with the date, to determine the details...

of the return.

Our records indicate she has been advised of our pricing disclosure regarding potential errors listed online. We are unable to fulfill her order under those circumstances. We stand behind our previous statement. Once again we apologize for any inconvenience.

We have contacted our customer directly. We advised the purchaser needs to call in to speak to our fraud department at 1-888-890-1755 to address further.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

Upon review of order [redacted], a 30% off discount was applied, $10.00 of coupon as well as additional credits totaling $45.00 to the order. Per our calculations, the difference remaining that she should have received is $9.00. We have applied a credit back to her credit card for this amount. The...

credit to your charge card will take an average of seven days to appear in your account. While most credits appear within this time-frame, yours could be sooner or later.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.If and when I receive the merchandise credit of $90.28 I would gladly retract my complaint as promised. I have been a loyal customer of theirs for more than a decade and I feel I deserve more respect than I was provided with. Assuming I did not pay for items is very unethical and very unprofessional. I am okay in settling the disputed amount and taking a loss considering how pleasant kohl's customer service has been to me, and how they have provided me and my family with great quality merchandise throughout the years. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which...

indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]