Kohl's Corporation

We have reviewed the customer's claim in regards to Kohls.com order #[redacted].  We are unable to process a return credit, as the mis-ship was not due to a Kohl's error. We advise the customer to contact the residence to retrieve her merchandise.

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.  The entire sum was not refunded, rather per an email I recently received it was refunded in part.  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 received an automatic email from Kohl's, informing me that my return has been processed.  I was happy initially, however upon closer inspection the refunded amount does not equal to the debit amount on my credit card.  I requested that either the entire sum be credited back to the account or I receive the merchandise I ordered. 
Regards,
[redacted]

We regret the customer did not receive her anticipated merchandise. We have processed a return for Kohls.com order #[redacted] on 02/02/16, back to the customer's Master Card ending in [redacted]. We advise our customer to allow 10-14 business days for the credit to appear. We apologize for any...

inconvenience.

Please inform our cus[redacted]er he was reimbursed accordingly in the amount of $35.43 for the missing SKU. He is welcome to reorder the same item for the same price, $64.99, that he purchased it for on November 24, 2016. Please have our cus[redacted]er give Kohls.com a call at ###-###-#### so we can place the...

order for him, and honor the sale price.

[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]
 
THAT IS FINE EVEN THOUGH I HAD PROOF OF EVERYTHING I STATED.  HAVE SINCE CLOSED ACCOUNT AND WILL NOT LONGER DO BUSINESS WITH THEM AND NOT RECOMMEND THEM TO OTHERS EITHER. THAT PRODUCT WAS ON SALE FOR PRICE INDICATED AND I PROVIDED PROOF WHICH MEANS THEY GOT AWAY WITH IT.

Our customer paid the balance on his account on January 2, 2015. The late fee and interest charge were removed from his account. If there is a credit balance on an account we will issue a refund check. The account holder listed as the primary on the account would need to contact us at...

###-###-#### and request the credit balance on the account mailed to them. If this request is not made, the credit balance is applied to the next purchase or if no purchase is made the credit balance will be mailed within 90 days. Again, the account holder may request to have the credit balance mailed at any time. We apologize for any inconvenience our customers have experienced.

Our records indicate we
received her complaint through a different channel and have addressed her
concerns. The customer has been informed that regrettably the canopy did not include
the bed. The customer was presented with her return options. We apologize for
the inconvenience.

We apologize for the inconvenience our customer has experienced. At this time, we have applied a $59.89 credit directly to our customer's account for order number [redacted] Also, a $5.00 credit was applied directly to our customer's account for the Kohl's Cash applied to this order. Both...

adjustments will show on our customer's next billing statement.

At this time we advise the customer to reply with their Kohl's Yes2You Rewards ID number for further research.

We apologize for the inconveniences experienced and assure the appropriate coaching will be provided to the associates. We can confirm a credit adjustment was made to the customer's order as well as her Rewards account is properly linked. We are happy to offer 20% off a future order. This is not to...

be combined with any other percent off discount. The customer will need to reply back with new order number.

[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 it satisfactory. My unites complaint was escalated to [redacted], who responded in a timely manner and resolved the issue, promptly. I appreciate ALL of her assistance, and she has given me a reason to return back to Kohl's for my shopping needs.
Regards,
[redacted]

Our Corporate Refund Department was able to locate the original purchase made for the item returned. The item was purchased online and the refund total has been adjusted to reflect the amount the customer paid when the order was placed.

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.
My daughter, [redacted], recently filed a complaint with you regarding our experience with the wedding registry at Kohls Department Stores.  Their response (through you) is insufficient.  They have offered NOTHING to her for the horrible experience she and I have endured during the weeks prior to the wedding, and the situation is still going on.   They promised to forward the issue to some department, but that does not address myself or my daughter, and the experiences we are still having.   1.        Numerous friends and family have shared that they had difficulty both in store and online with navigating the wedding registry system at Kohls.  I personally wasted over an hour in the store attempting to purchase a gift (online)  through the registry.  Several Kohls employees attempted to assist me, and both gave up, suggesting the registry could be updated when I checked out with an item.  At checkout, the employee assured me the item would be shown as “purchased” on the registry.  It never did.  To this day, the item still shows as “1 needed”. 2.       My best friend, [redacted], purchased several gifts (for my daughters wedding) online from the registry in late August.  She received an email about 10 days later with the subject line saying “DELIVERED”. She deleted the email without reading it.   About 4 weeks after receiving that email, she gathered the courage to ask my daughter how she liked the gifts.  She felt terrible asking, but hadn’t received a Thank You note, and wanted to make sure everything arrived OK.  That’s when my daughter started asking around and realized she had not received ANY gifts from the registry that had been marked purchased, but had been ordered online.  She had only received Kohls purchases from people who had purchased items off the shelf, or had the items delivered to their homes, not delivred to the bride and groom. 3.        That same day my daughter and best friend BOTH contacted Kohls and were given the run around.  My friend was unable to find out the status of her purchases (over $100), and my daughter was told there was nothing Kohls could do.  4.       Kohls told my daughter that she would just have to contact all her wedding guest invitees and ask them if they purchased her a gift from Kohls.  REALLY????   Many of the invitees are family and friends that we do not have email addresses for.  That meant we would have to personally call these people and ask them if they purchased at gift!  WHO DOES THAT?????   To even suggest we make those calls, or send messages like that is HORRIBLE customer service.  Not to mention this was all about a week before the wedding!  My daughter was distraught at the thought of all the people that would need to be contacted and asked if they purchased her a gift.  In addition, for those like my best friend who had made purchases, my daughter could not send Thank You notes as the gifts never arrived.  5.       My best friend eventually received a Kohls gift card in the mail (2 months after her purchase) with a note that said the gifts had been returned as UNDELIVERABLE.   Rather strange since the email 2 months earlier said it had been delivered.  Had she not inquired with my daughter about receiving the gift, she would have assumed the gift was not wanted.  My friend was unable to reorder through the registry because it said the gift had been purchased already.  6.       As far as we know, there is still one outstanding order from a relative that has not been received. The purchase was made in late July.  I have not been able to reach the purchaser to determine if the gift was returned to Kohls, if they received a credit of any kind, or what the status is. 7.       The problems:  There is no way to track who purchased what items, where they were shipped, or what the status of the shipment is.  The registry is a joke.  It just doesn’t work.  The employees are unable to help….from the store staff, all the way up to the customer service department supervisors.  8.       I worked for Kohls Department Stores in the Woodbridge VA store for several years.  I know as a former employee of Kohls, and a frequent shopper in their stores, how important customer service is. I remember their motto, “The customer is always right”.    I am personally offended by the way this issue has been handled, and the lack of appropriate response from Kohls.  As all business people know, a dissatisfied customer will tell many people about a bad experience.  I am a small business owner myself and I know how quick and easy it is for an angry customer to express their unhappiness through social media.  I have chosen not to go that route on this issue…..yet.  I prefer to seek resolution, and give people and/or companies the opportunity to make things right. 9.       Kohls now has the opportunity to “make things right”.   First of all, my daughter deserves a formal apology from the highest source in Kohls.  Second, they should offer her compensation for the horrible experience she has been going through trying to sort this all out.  It was terribly embarrassing for a bride to have to contact people and inquire about their gift purchases.  Not only did this imply a gift was now expected, but if one was purchased through the Kohls registry they had to be told they would most likely have to reorder the gift!!! 10.   Last of all, Kohls needs to look into their entire gift registry system. The in store Kiosks, store check out, as well as the online system is not functioning efficiently or properly.  Purchases that are being shipped to a different address (than the purchaser) need to be tracked throughout the process.  Shipments should include the purchasers contact information as well as the recipient’s contact  information.  Had my daughters contact information been available to the shippers PERHAPS she would have been contacted when the first shipment went astray.  Kohls also needs to make sure all employees in their stores know how to work the registry system, and if there’s an issue a manager or someone with a better understanding of the system needs to get involved.   My daughter and I look forward to a prompt an appropriate response from Kohls.   [redacted] ###-###-#### [redacted]

Upon review of our customers initial complaint, it does appear the customer was requesting a refund for the missing items, which is why we initiated a UPS pickup request. So we can best assist our customer and address their concerns accordingly, please have our customer clarify her concern, so we can best assist her.

For the security and protection of our customer's account
information, we are unable to send detailed account information via e-mail or
fax. This policy is an industry standard and is a part of...

terms of agreement
made in conjunction with [redacted]. We advise the customer to request
the information via mail if she needs this information for her records.

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.
This resolved nothing. They don't give me months to pay the bill. They should have been coached after the first incident. I purchase item to wear not wait to return months later! I took a picture of the tag the third time! Ordering online is not any better because Kohl's don't take the time to package items for shipping. They are just thrown in a bag and sent to you like picture number two and three!
Regards,
[redacted]

Our customer was issued the prepaid Visa card on January 29, 2016 and had an expiration date of July 31, 2016. Our customer had 6 months to redeem the prepaid Visa card. At this time, the customer has a balance of $18.00. Our rebate department has advised they will not be reapplying the funds to their reward card. At this time, we consider this matter closed.

We have processed a credit for our customer for Order 6914831170. The amount of the credit is $310.43. This will be applied in 7-10 business days to the Visa ending in 0539.

Upon review of the customer's Kohl's Charge account, the billing statements are being mailed to the address on file which is the same address that is listed in this complaint. We have not received any returned mail which would indicate the billing statements are being received. We can also...

confirm a duplicate copy of the most recent billing statement was mailed to the address again to serve as proof the statements are being received.

The customer's account has been disabled and is free to make purchases online.