Kohl's Corporation

Review: On December 7, 2016 I ordered items from Kohls via their website. The website did not apply my discounts. I called customer service immediately. Customer service canceled the order. They redid the order, this time applying the correct discounts. I received emails for the original order, notice Kohl's had cancelled that order, as well as noticed of the redone order. All on December 7.

Kohls charged my card for the cancelled order. They also sent one of the items via UPS or Fedex. I'm not sure. I called to let them know about what I thought was an honest shipping mistake. They insisted it was my responsibility to return the item. I had not order them. It was not my responsibility. They sent out UPS to pick up the item. I received notice the item had been returned. Kohls refuses to credit my charge card.

So...Kohls sent me item I did not order. They charged my credit card for that item as well as one they did not ship. They have received the item they sent back. They have not credited my credit card.

Since that time I have spent hours on the phone and been transferred from orders to credit card to orders department. Each insists they've no ability to credit my card.

I canceled the credit card a few weeks ago. I talked to a customer service rep who assured me he'd 'red-flag' my account so my card would be credited.

Kohls still has not credited my card.

I consider their actions fraudulent. They sent me items and charged my card. They took the items back and refuse to issue a credit.Desired Settlement: I want an apology from Kohls. I want my account credited. Then I never want to ever hear from them again. They wasted hours of my time and after talking to friends and acquaintances and checking facebook and other social media, I've learned this kind of thing happens often with them. I do not want to deal with a business who engages in these kinds of practices.

Business

Response:

Our records show the customer's remaining return credit for Kohls.com order #4349826097 was processed back to her account on 01/19/16. We advise our customer to allow 3-5 business days for the credit to appear. We apologize for any inconvenience.

Review: 10/3/2015

Placed an order for 8 dining chairs in Dusty Blue Paisley.

10/12/2015

Shipment arrived to house. Only 7 out of 8 chairs were delivered. 2 of the 7 chairs were the wrong color. I ordered Dusty Blue Paisley pattern and the two that were incorrect were a grey leather. I contacted Kohls immediately. The guy I spoke with said that the correct chairs would be delivered to me along with the missing chair and that I had a couple of options of what to do with the wrong chairs I received. I did tell him that I did not want to take them back to a store for a refund because I wanted to make sure the correct chairs were going to be delivered and I also did not feel it was my responsibility to return the chairs to the store since it was not my mistake. He told me that that was no big deal and that someone would contact me on what the next steps would be for the wrong chairs I received. He also told me that I would be refunded for all three chairs (the two delivered in the wrong color and the one I was missing) since it was a mistake on Kohl’s part and that the correct chairs would still be delivered to me.

10/13/2015

Received the following email regarding the wrong items that I received. I did not return the items to the store because there was no mention of the correct chairs being sent.

Response Via Email ([redacted].) 10/13/2015 02:14 AM

Hi [redacted],

I'm sending you this email regarding to your package that you received incorrectly , Kindly please return the item to your nearest Kohl's store for you to get the credit back for the damaged item.

Thank you for allowing me to assist you, Have a great day!

Sincerely.

[redacted].

Kohl's DC3 Associate.

10/22/2015

Called Kohls again to see what the status was on my missing chairs since I still had not received any of them. I again went over the issue and told her what I was told the last time I called. I reiterated that I did not feel it was my responsibility to return the chairs to the store. She told me that she would put in a request for the chairs to be picked up. I was told that a refund request would be put in for all three chairs and that the three correct chairs would be delivered to me. I confirmed all of this with her multiple times and was also told that she would try to expedite this issue since it was the second time I was calling.

10/29/2015

After receiving NO response/feedback from anyone at Kohl’s regarding the chairs that needed to be picked up, I called their customer service line again. This time I was told that no pick up request was ever submitted and that “someone” last “touched” the issue ticket (Ref # [redacted]) today. The only thing she could tell me was that they were waiting to hear back from the vendor about the chair that was missing and that once they heard back from the vendor about the missing chair that I would be refunded for the missing chair. I asked her if they would be sending me the missing chair once they refunded me for it and her response was that once it is refunded they could place a new order for the correct chair at the price I originally paid. I was then told that once the wrong chairs I received were returned to the warehouse that I would be refunded for those chairs and that at that time I could reorder those chairs at the price I originally paid. This was completely contradictory to what I was told the previous two times I called. I explained that I was told I would be sent the correct chairs and refunded for all three since it was a mistake on Kohl’s part. She told me that that was not their policy and they could not do it. I then requested to speak to a supervisor. The supervisor told me that I would have to reorder the chairs but that they could not comp them for me because their system wouldn’t allow it. I was then informed that the chairs were now listed as out of stock and that I could keep checking online to see if/when they come back in stock. And once they came back in stock I could call and have them place the order for me at the price I originally paid. At this point I was extremely pissed off. I have been given the run around for weeks and nothing has been resolved. I have not been refunded for any of the wrong chairs and no one from Kohl’s has called/emailed or tried to contact me to try and correct the situation. I am now left with 5 of the correct chairs when I need/ordered 8 and have had absolutely no success in calling Kohls. It is not my fault that the people who work for Kohl’s are incapable of fulfilling an order. It is also not my responsibility to keep a look out for chairs to come back in stock because the people at Kohl’s couldn’t do their job and correct the shipment issues when I originally called about them. It is also not my responsibility to return chairs that I did not order just to make it easier on the people at Kohl’s.Desired Settlement: I should be contacted when the chairs come back in stock and I should be sent the 3 chairs I am missing at no charge to me. Kohl’s should pick up the two chairs I received incorrectly and refund me for both of those chairs. Kohl’s should also refund me for the chair I never received. I would like both of these refunds given via check mailed to me and not credited to my Kohl's charge card. That card currently has a $0 balance and since I will not be shopping at Kohl's in the future I do not need a credit on that account. Kohl’s should also be sending updates to me regarding the status of this issue. I should not be having to call and follow up with Kohl’s regarding a mistake THEY made! I will be closing all of my accounts once this issue is resolved (either by me returning all of the chairs I received or being sent the 3 chairs I am missing at no charge).

Business

Response:

Kohl's is unable to notify the customer when the merchandise is available because this item is not a Kohl's exclusive item. The customer's desired merchandise is directly shipped form the vendor, not a Kohl's warehouse. Should the merchandise come back in stock at a later date, Kohl's will honor the original price the customer initially paid.

Review: I placed an order with Kohl.com on September 30, 2015. On October 2, 2015 I received an email saying the order had shipped. By October 13, 2015 I had not received the order. I called customer service and was told the order never left the warehouse. At that point I canceled the order and was told I would be refunded the money. I received an email that day stating that the total order had been for $57.47. I was refunded $48.19. I have spoken to four people in customer service since then and have not been given the refund of the remaining $9.28Desired Settlement: I would like to be refunded the remaining $9.28

Business

Response:

Our records indicate that on 10/13/15 a credit was processed for the shipping charge of $9.29. This adjustment will reflect on the customer's bankcard statement.

Review: I placed an order online. Received wrong items right address was listed packing list was correct but all items were incorrect. When I called they asked me to send back and I did. They had me ask for an increase in credit which I didn't get to repurchase items I already paid for. I have been charged the amount that was for the purchase but have not received any items or any credit for them. It is the holiday season and these items were suppose to be gifts for my children. Thank you kohls for ruining my children's Christmas.Desired Settlement: I want my items I ordered before Christmas

Business

Response:

Our records show a UPS pick-up request was initiated for the customer. The customer will receive a refund 7-10 business days after the merchandise returns to our warehouse. We are more than happy to honor the original prices on a future Kohls.com order. We sincerely apologize for any inconvenience.

Review: I placed Order# [redacted] on 11/25/2015 and received $150.00 Kohl's Cash. I went to place an order online on 12/2/2015 (Order# [redacted]) and the website said my Kohl's Cash #[redacted] for $150.00 had no balance. I never used any of that Kohl's Cash. I called customer service and I was told that they were having issues with redeeming Kohl's Cash and that he could place the order over the phone(Order# [redacted]). The gentleman that placed my order completely messed up my order and DID NOT give me my full amount of $150.00 Kohl's Cash plus $25.00 Yes2You Rewards that I had. Instead he ripped me off $10.00 PLUS charged me shipping, which I should not have been charged. I noticed immediately via my email order confirmation and called Kohl's Customer Service and cancelled that order. I still have no access to my $150.00 Kohl's cash I earned from my Order# [redacted]. I have called customer service and was told I needed to wait and now I have with no response and still no $150.00 Kohl's Cash. I have contacted customer service enough times by phone and email for this to be fixed so that I can use and enjoy the rewards that are rightfully mine by Kohl's Department Stores. Kohl's has been unable to provide me with any details as to how or when I can redeem the Kohl's Cash I received on my original order.Desired Settlement: I would like the $150.00 Kohl's Cash like I earned when placing my order of over $500.00.

Business

Response:

We regret to hear the customer was not able to redeem her earned Kohl's Cash coupon. We are more than happy to either apply the $150.00 credit to Kohls.com order #[redacted], or to a future Kohls.com order. We advise the customer reply with her preference. We apologize for any inconvenience.

Consumer

Response:

On Tue, 15 Dec at 9:25 AM , [redacted] wrote:When will and how will I receive my $150.00 Kohl's Cash? I haven't heard back from the Revdex.com or Kohl's in regards to this.

Review: I continue to receive spam from Kohls' marketers although I have unsubscribed on the past dates: 1/27/16 and 1/29/16. I contacted Kohls by phone and thought the issue resolved. On 5/17/16, I received yet another abusive spam from one of Kohls' marketers labeled "Kohls Voucher." The email had no provision for unsubscribing. Kohls needs to remove my email address from all of its marketers' listsDesired Settlement: This abusive marketing practice needs to stop. I desire no further contact from Kohls or its marketers.

Business

Response:

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.

Consumer

Response:

I rejected Kohls resolution because they said please wait 5-7 days for the issue to be resolved. However, on June 14 I received another spam from them.

Business

Response:

Upon review of the customer's complaint and the attachments provided, these emails are not being sent by Kohl's. It appears these are being sent from an unauthorized third party. Kohl's has successfully unsubscribed our customer from both marketing mailer and email alerts.

Consumer

Response:

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.]

Review: I received a $10 off coupon for which I satisfied the requirements with an online order. I tried to enter the code with a pin THREE times to no avail. I called [redacted] at 4:54 pm on 5-1-16. Despite 26 minutes and help from her supervisor the only progress I made was with an offer of 1/4th the original. They claimed they could not find the coupon in their system. This is not my problem. I did not solicit the coupon and I expect it to be honored! HELP!Desired Settlement: I would like a valid $20 coupon for my trouble, not worth the trouble but acknowledging their problem.

Business

Response:

We apologize for the inconvenience our customer experienced when attempting to place a order on Kohls.com. We are requesting for our customer to attach a copy of the email or coupon so we may research further on our end.

Review: November 27

I placed order number #[redacted] on Kohls.com

December 4

Kohl’s notified me that order shipped. It was being shipped to my billing address, not to the shipping address that submitted with the order. This same thing happened in August.

Kohl’s email was as follows:

Your Shipment Is On Its Way

Hi, [redacted]!

Order #[redacted] has shipped. Thanks for shopping with us!

Kohl's Shipping (1 item) to:

Carrier: FedEx

Tracking #: [redacted]

I immediately notified Kohls.com that the address being used as the shipping address was wrong and that it should be rerouted to the correct address. I also made Kohl’s aware that this is the 2nd time that the billing address was used instead of the shipping address that I provided at the time of the order.

Kohl’s automated response was not helpful in the least.

You should expect to receive a response within one business day.

If you emailed us requesting to add or remove an item to your order, change your shipping address, or cancel your order, please contact us at ###-###-####. For these requests, we have approximately 30 minutes from your order submission to attempt to honor your request. We are available from Monday through Saturday from 7am to 10pm Central Time, and Sunday 8am to 10pm Central Time.

I then went online and accessed the chat feature where after multiple attempts to get past robotic answers that had absolutely nothing to do with my issue, I was told that the package was being sent back to your Warehouse.

December 5

Kohl’s emailed me, with this response:

On behalf of Kohl's, I sincerely apologize for the disappointment of not receiving your correct order. I know how important it is for you to track your order and receive it in a timely manner. It is anhonor for me to help you with this matter.I would most respectfully request you to kindly return the incorrect item that you received to your local Kohl’s store. Our store associates can process a refund or an even exchange for the incorrect item that you received.

It was clear no one was reading any of my attempts at communication. I responded to that email, explaining yet again what the issue was.

Kohl’s response was:

Thank you for your reply. I'm sorry for the inconvenience that this may have caused you for not being able to track your order.

I did review the notes on www.fedex.com, and it shows that your package is being sent back to our fulfillment center due to incorrect address. Please reply to this email specifying if you'd like the package resent to you and at what address or would you prefer to be credited?

I look forward to your reply and a chance to have this taken cared of for you. For immediate assistance, you can also reach us through our Customer Care Hotline at ###-###-####.

I called the number and requested to be credited. I was not credited, I was told that they could not track the order.

Tracking my order was NOT MY issue. I am beginning to wonder if literacy is an issue for Kohl’s employees!

December 6

Kohl’s sent this emailing, apologizing that I was having trouble placing an order on Kohls.com. Again, clearly my correspondence was not being read.

Dear [redacted],On behalf of Kohl's, I sincerely apologize that you are having an issue with placing your order at Kohls.com. It is an honor for me to help you with this matter.

December 7,

Kohl’s emails me apologizing for my instore experience…..? What “In Store Experience??”

[redacted], I'm sorry for your in-store experience. I hope to see you at Kohls.com where you can enjoy great savings and convenient shopping. Have a great day!

December 9, 2015

Kohl’s emails with this:

I regret to know that your package is being sent to a wrong address. I know how important it is for you to track your order and receive it in a timely manner. It is an honor for me to help you with this matter.

The carrier will send the package back to our fulfillment center if the shipping address entered is undeliverable. If the shipping address entered is a valid address where the carrier can deliver the package, they may just leave the package. I have reviewed your order and confirmed that it will be delivered to the shipping address entered on your Kohls.com order. We cannot retrieve the package without the new resident's information. I strongly suggest that you contact someone from that address so that they will be notified. Please let me know if you have further questions and I will be more than happy to be of service.

Twice I was told that the package was being sent back to your warehouse. But now, that is being shipped to the wrong address it is my job to try and retrieve it.

My response was simple since no one seems to read them anyway:

I responded: This is ridiculous.

Kohl’s response was:

I understand how this can be so frustrating. But as of now, that's the best thing we can do so that the package won't push through to the incorrect address. I sincerely apologize if you find this inconvenient.

So, you just said the package was being sent to the wrong address. Then you said that’s the best you can do so that it isn’t sent to the wrong address. In the exact same email thread.

After multiple calls and emails, no one can seem to get the story straight or even understand how simple this problem actually is.Desired Settlement: I am only seeking a refund for the order that I did not receive.

Consumer

Response:

I am only seeking a refund for the order that I did not receive.

Business

Response:

Our records show a return for Kohls.com order#[redacted] was processed on 12/14/15, back to the customer's VISA ending in [redacted]. We advise our customer to allow 10-14 business days for the credit to appear. We apologize for any inconvenience.

Review: I am a card holder fro the store, I purchase a great deal of items through out the years.

I purchase a order in Jan .2016. My account and billing address was all updated .

I have order before to this address since I moved in Sept of 2015.

I place an order and it had a shipping address to old address on Bridgewater dr.

I say that they sent a order confirmation to my email, immed I saw they did not update my address.

I called and emailed kohl s letting them know this order should be cancelled or stopped due to the address

that they did not update. I was told in a few email, they would contact the delivery carrier and make sure it was undeliverables. Months later I never received my items nor a credit . I wrote to Kohls several times . THEY TOLD ME THE CUSTOMER TO HUNT DOWN THE PACKAGE MYSELF at the old address. First that is not the way to respond to a card holder nor customer. I can not travel to old location . Kohl's could have easily put a direct stop to the delivery carrier back to the warehouse , for it had not been shipped . here is the current response of 10 emails /letters I requested help from Kohls.

Your Kohls.com Order #2705349090

Discussion Thread

Response Via Email ([redacted] S.) 03/15/2016 09:14 AM

Dear William,

Thank you for taking the time to contact us regarding your order.

Upon further review, I do apologize to inform you that we are unable to issue a credit for the items associated with tracking numbers 289031819753691 and 61299995672031743431, since it was delivered to the shipping address shown on your order on Kohls.com. I would suggest you contact the current resident to see if they are able to return the package to a Kohl’s store or mail it back to us. Once we receive the items back at that time we will issue a credit.

We appreciate the time you took to contact us and look forward to serving you again at Kohls.com.

Sincerely,

[redacted] S.

CONFIDENTIALITY NOTICE: This e-mail is intended solely for the person or entity to which it is addressed and may contain confidential and/or privileged information. Any review, dissemination, copying, printing, or other use of this e-mail by persons or entities other than the addressee is prohibited. If you have received this e-mail in error, please contact the sender immediately and delete the material from your computer.

[---001:001014:36289---]

This is ridiculous. I have one email that stated they would do an investigation and get back with me, never heard from them again . THIS IS HORRIBLE BUSINESS RELATIONS ~I want my refund to a package KOHLS deleived to wrong address and openly admitted in doing so.Desired Settlement: I want Kolhs to give me my full refund .

Business

Response:

We apologize for the customer’s disappointment. However, when an order is placed we can only ship to the address that is submitted to Kohl’s. This address is selected during the order process, and on the final page the customer is expected to review the order before they choose to submit the order for processing. We have a 30 minute window to cancel or change an order should a mistake be made. However, our customer did not contact us until the following day on 01/18/2016. At this time we informed the customer that it was beyond the point where this correction could be made. We are unable to process a refund as we shipped to the address the customer submitted, as is confirmed on the customer’s confirmation email.

Consumer

Response:

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.

I needed a chance to read and reply to this request !

Review: I am very furious, I am a customer holder who is a new first time mother I was trying to purchase an item online which happens to not be in store for my baby. When I opened the card I was told that I can use a 15% coupon as a gift of being a new customer and I also recieved a 30% coupon in the mail . Once I tried to make my purchase online it did not work I called the customer service number they told me I can't combine coupons and I called the corporate number and they told me that the coupon was expired and I can't use it along with another one as well. I was told several different things and as a child of a couponer my mother used many coupons during one transaction and I have been lied to more than once . I am beyond frustrated and can't get the product for my baby that I loved so much .Desired Settlement: Contact me and because the item isn't in store I would like the item and able to use all of my coupons that were given to me plus more .

Business

Response:

On the percentage off coupons that are mailed to our

customers its states ‘Offer cannot be used in conjunction with any other

percentage-off discounts.’ While the customer can add multiple dollar-off

discounts, such as Kohl’s Cash, to an order, there is only one percentage off discount

allowed per order. This was also explained to our customer on 03/07/2016 when

she contacted our Kohls.com customer service department. We apologize for any

confusion.

Review: Kohl sent me the incorrect items. I contacted Kohls through their online "Live Chat" form and had an absurd ridiculous conversation with a Kohl's representative that couldn't help me in any way and ended up telling me to contact Kohls. All I wanted was to send the incorrect color back and receive the correct color 2 pair of tights I ordered a month ago. The rep told me they would help me, gave me the run around and finally told me he didn't have access to anything and could not help me. The live chat representative gave me an incorrect email address for Kohls. I do not understand why Kohls even has a Live Chat option. I don't want to chat with someone overseas that doesn't have access to ANYTHING to help me. I provided all info to him and he couldn't help me. He didn't even have Kohls email or street address. This is just so frustrating. Kohl's needs to be transparent and offer Live Chat only for issues where the representative can actually help a customer.Desired Settlement: I want to send management of Kohls the transcript of my Live Chat with their representative. It was a waste of my time. 1) I want to know why Kohls doesn't offer their email address when going through the FAQ about returns. Why offer Live Chat when the representative overseas can't answer any questions or help in any way. They even gave me incorrect contact email address.

2) I want my order corrected immediately. I want the correct items expedited to me. I will send back the incorrect items but Kohls needs to provide return shipping label AND Kohls needs to have UPS pick up the incorrect items on my porch. I am not making a special trip to UPS to drop this off when this is clearly Kohls mistake!

Business

Response:

We regret to hear the customer did not receive her anticipated items from Kohls.com order #3986152088. At this time we request the customer reply with the SKU or UPC information for the missing items so we may attempt to resolve her concerns. We apologize for any inconvenience.

Consumer

Response:

Review: I purchased two items at different times on Kohl's online store. The first item, a green arm chair, came with no legs or hardware for the chair, making it virtually and practically unusable. The second item, a purple arm chair (a wholly different item than the first), was not delivered at all, but instead, I recieved a Radio Flyer Family Wagon. Both of the items that I ordered, each valued and costing over $100 per item, were wrong when I recieved them. I reside in downtown [redacted], where I have no access to a car and little ability to deliver large furniture. At the time of delivery, my building front desk attendant was able to meet the UPS deliveryperson to recieve the package.

When I called Kohl's to resolve the problem, they told me that I would have to return each item, individually, and repurchase the item again at full price (excluding the promotional discount I had originally recieved during the holiday season). The store was not willing to send me the CORRECT item and the PRICE I PAID for the item in the first place, and the company put the onus on me to correct a problem that originated with the company. What's more, the company expected me to take the item to a UPS store (again, I have no car) to deliver an item that they should have never sent me in the first place. Finally, the company agreed to request a UPS pick-up of the item, but the company could not guarantee a specific day pickup on the item. Rather, Kohl's said that I would have to be available all day until UPS came to pick up the item, so I could deliver it, get my refund, and purchase the item again. I do not have the flexibility to stay home from work to return an item to Kohl's, especially when Kohl's caused this problem. I spoke to three levels of management, and each told me that they were sorry for my inconvenience, but that Kohl's could not help me.Desired Settlement: For the first chair, Kohl’s should send me the legs and hardware for the item that was incorrect on original shipment. For the second item, Kohl’s should send a deliverperson to pick up the item when I am available to deliver the item to the deliverperson (i.e., not on some unknown schedule when I am not free to deliver the item. Kohls should refund the money for both of these items immediately, and Kohl’s should give me the option of receiving the same item in direct exchange for the item I am returning.

Consumer

Response:

I have done as requested: For the first chair, Kohl’s should send me the legs and

hardware for the item that was incorrect on original shipment. For the second

item, Kohl’s should send a deliverperson to pick up the item when I am

available to deliver the item to the deliverperson (i.e., not on some unknown

schedule when I am not free to deliver the item. Kohls should refund the money

for both of these items immediately, and Kohl’s should give me the option of receiving

the same item in direct exchange for the item I am returning.

Business

Response:

We regret to hear of the customer's recent frustrations with our company. These items are directly shipped from the vendor, not a kohl's warehouse, so regrettably we are unable to send the missing parts. Our record show UPS pick-up requests have been initiated for both the items from Kohls.com order # [redacted] , and [redacted]. When the merchandise arrives back to the warehouse, the customer will be credited accordingly. Additionally, we are more than happy to honor the original prices paid on a new order, if the customer still desires the merchandise. We sincerely apologize for any inconvenience.

Review: I placed an order on Kohls.com. The order was shipped in 4 different shipments. I have received 2, 1 is supposed to be delivered December 15, and the 4th one is lost (has the most items) when I purchased all this online I had coupons, kohls cash, and yes to you rewards. My total after applying all of these was $17.16. I called Kohls.com 2 times in the morning and the first time I was unable to understand the person at all so I had to call back to speak to someone different. The second person I talked to started to get the issue resolved but said some items are no longer available and that I would be refunded all my money but I would have to pay $1?? I told him no! I was not paying over $100 when my total the first time of buying this stuff was only $17.16. I was unable to finish the conversation and transaction at that moment. I have since called back for the 3rd time and when I asked to speak to a manager I was refused. I am currently on hold to speak to a manager (have been for over 20min). They just told me that I would have to receive a call back from a manager. I told them I was going to be contacting the Revdex.com and I was very unsatisfied.Desired Settlement: I want the items ordered delivered in full within 5days of today (Decemeber 14) (these items are Christmas presents) and I will not pay any extra money.

Business

Response:

Our records show the customer's order has been shipped in 4 packages. 2 of your packages are scheduled to be delivered on December 17, 18, 2015 by FedEx under tracking number [redacted] and [redacted]. The other package shows that this has been forwarded to the customer's Local post office by UPS with tracking numbers [redacted] and [redacted]. We would suggest that the customer contact their local post office and ask them if they have the packages.

Review: On 12/01/2015 I was on kohls.com and found a foam mattress topper on sale and it was advertised for Buy One Get One 1/2 Off. I ordered two and tried to check out but the items in my shopping cart did not reflect the BOGO 1/2 Off promotion. I took a screen shot of the page and called kohls customer service. The first person I spoke to told me they would honor the promotion and order it for me over the phone but I wanted to look around for additional items to add to my shopping cart to reach the promotional $10 off any $50 home purchase. She respectfully told me that she will note our conversation and took some of my information down so I could call back once I find all the items I wanted to purchase. When I finally called back, the 2nd representative told me they WOULD NOT honor the promotion because they couldn't see it, and she rudely referenced that the item was cheap enough already. I told her that I am buying the items because of the promotion and I would like them to honor their advertisement, but they declined to honor it. I have never had issues with kohls before, but today I am very disappointed that kohls is choosing not to resolve customer concerns and is treating their loyal customers in this matter. I feel that it is false advertisement.Desired Settlement: I would like the opportunity to purchase the specified items at the advertised price with the advertised promotions at that time. Those promotions are: Buy one get one 1/2 off The Big One mattress toppers which were on sale for $29.99, $10 off $50 home purchase, and 20% off coupon

Business

Response:

We have investigated the customer claims in reference to the desired mattress topper. We have no record of the pricing error, or the promised accommodation. We are unable to comply with the customer's request for a price adjustment. We apologize for any disappointment.

Consumer

Response:

Review: I earned $30 reward from "Yes2You" on 8/1/2015. I made a phone call to Kohl's and asked if my reward ($30) was used. The answer was "No". I asked if they could put my points back. The answer from a male supervisor was "No". I am very disappointed on the service he provided as well as the money I lost.Desired Settlement: Put the number of points which are equal to my reward ($30) back to my account

Business

Response:

Certificates are issued monthly, based on your total points earned. The current earning period can be found on your Rewards home page. This certificate, good toward a purchase in store and online, will be good for 30 days from the issue date. Our record show we received the customer's complaint through another channel, and the customer has been informed we are unable to honor her Rewards coupon as it has expired on 08/31/15.

Business

Response:

Rewards Cash expires approximately 30 days after it was issued. This can not be reissued or converted back to points. We apologize for any disappointment.

Consumer

Response:

Review: I was trying to make a purchase using a gift card 12/20. Add the items to the check out cart and started the process of paying for my order. The gift card was $50 and the order total was $55.11. I entered my name, address and credit card info and hit the confirm complete button. It returned to the last aspect of completing the order and stated in red at the top "Please check your credit card information and confirm again". So I went back and checked my info and it was right hit the confirm button again, same thing. I called the sites customer service line and the male Hispanic agent addressed my issue and offered to try on his end. We went through the SKUs in which I lost an item due to it being sold before my order can complete, he got to the confirm payment and he stated that it wasn't going through. So he asked me to confirm the name and info in which he had my name wrong with my last name spelled "HOPPER CODDON". I corrected him and spell out my last name, in which later I find out it was still misspelled. He tried again and again until we got to the point where I just said let me take some stuff off to make the total less than the gift card. Making the adjustment, the gift card didn't work and he said that he was looking to find a promo code that will cover the gift card but I could keep the gift card. The order went through and it was made, with my name still spelled wrong.

So that morning I go have breakfast and use the same card I was going to make the purchase from Kohl's from and the cashier ran it and it declined. I told him to try it again and it declined again. So in order from making the situation a legal one, I was forced to use a card that was overdrawn and turned a $5 breakfast into a $40 breakfast. Contacted my bank and found out that my card was ran with the wrong CVV2 number 19 times in which after the 7 time it automatically deactivate the card. So I went to the bank to get another and used the available funds to cover the charges on the overdrawn account in which I incurred a $35 fee. Even with the bank waiving the fee I was still out the $35 due to the account being overdrawn and they applied it to the balance. I had money going into that account in a couple days in which I was good. But due to the agent's action It cost me $35 of money for other thing.

I contacted their customer service about not only the card issue but the name being wrong on the order. I spoke to 3 agents on 12/21 with one saying that he could change the name on the order so I am guaranteed to receive it (a lie), the next agent said that a supervisor by the name of [redacted] would call me back in an hour (another lie), then being told that I would have to call back tomorrow as all the managers where gone. I called back the next day and asked for their fraud department trying to get to a supervisor to help me with this issue. I did receive my package. The fraud agent told me that a Kohls.com supervisor is the one who would handle it, transferred me to Miguel the manager and he told me that there was no way to get my money back due to the order not having my credit card information on it. I told him that I have proof of his agent's actions in a report and time stamp of all the missed entries he performed and then he told me he would check and see if he can do a refund on a new card and he will call me back tomorrow 12/24. Got the call and he said that he is forwarding the information to another department telling me that it's going to escalated customer service but it will be after Christmas for a response. I said ok and waited until 12/28. Called back to customer service in which the female agent told me that I had to fax the information I had to Kohl's Support Team and given me a fax number and incident number. Well that number was disconnected when I tried it this morning.

I called back and asked for a manager in which I got a supervisor who told me that if I had an old order he could give me a $35 discount on a future order in which I told him that I do not want to do business with Kohls and I just want my $35 back to me. He gave me the "President's Number" in which it's just an answer machine. All I want is to be whole before this ordeal but all I have been given is the runaround and false promises on something they know they not going to doDesired Settlement: A refund of $35 to my account either by my old credit card number or new one.

Business

Response:

We apologize for the customer's disappointing Kohls.com

experience. Our review confirms that the order referenced in the customer’s

complaint, valued at $172.95, was given to the customer for free. We believe

the free order is generous accommodation for the experience described in the

customer’s complaint. We politely decline the customer’s request for a $35.00.

Consumer

Response:

Review: This is in regards to order #3425561064. I had placed the order online and updated my billing and shipping address to my new home address of [redacted]. I received notification yesterday that it was delivered and did not see it at my house. I went online and saw that kohls had shipped it to my old address when I specifically told it to send it to the 8001 clamshell address.

I started an online chat with kohls customer service and they said there is nothing they could do to fix it and that I am out on the $140 I spent for this coffee maker. I had updated both my billing and shipping to the new address at 8001 clamshell and the online support wouldn't help me with my situation. The people at the old address said they did not have it.

My credit card address is 8001 clamshell, so if the system processed it with the old address, it should of threw up a flag and not went through.Desired Settlement: I want the coffee maker shipped to my correct address of [redacted]

Business

Response:

We apologize for the confusion regarding the shipping address. The customer placed Order 3425561064 on May 06,2016. It does ask the customer to confirm the shipping address twice. Once when the shipping address is selected and prior to submitting the order. The website clearly specifies there is a 30 minute window for cancellations. Unfortunately, the customer would still be responsible for the package.

Review: I ordered an infant crib mattress protector last Tuesday which it said was in stock. Nearly a week later when the package was supposed to have been arriving I receive an email saying that suddenly that item is no longer in stock and it has been cancelled. I used three gift cards and my credit card to pay for the order (the gift cards which I specifically bought because of the mattress pad). Nowhere on the email does it say how I am supposed to be refunded or what will happen in terms of being refunded. I did end up calling Kohl's, and after spending a large amount of time on the phone with someone who didn't know what they were doing, they told me I would receive a gift card in the mail in 14-30 days with the funds. So now not only do I have to purchase something again at Kohl's because my money is tied up in gift cards, I have to wait up to a month to receive my refund? This sounds like something that should be illegal and only benefits the store. Since it was Kohl's mistake I should receive an expedited rush on a gift card at least. Also, I have yet to receive any confirmation that the gift card has been processed or sent. I guess I am just supposed to wait and hope it appears one day and that I don't forget to follow-up?

In addition, I also asked to speak to a manager on my phone call and was never put through to one. I called corporate to complain (the number which the Kohl's employee gave me), left a message, and no one has bothered to return my call.Desired Settlement: As stated above I would like my funds that are currently tied up in your store (gift card refund in this case) expedited and an email confirmation that it has been sent with a tracking number. Also, it would be nice to receive some sort of compensation for all the time and trouble I've spent with this. You shouldn't list something as available on your website and then cancel an order almost a week later saying you really don't have the item.

Business

Response:

We did contact the customer and notified her that we will be processing a return for cancelled order 4988625352. We will be mailing out two Kohl's Merchandise credits, one in the amount of $25.00 and the other in the amount of $17.34. We did advise the customer that she will be receiving her merchandise credits within approximately 7-14 business days. We apologize for any inconvenience this may have caused our customer.

Review: I returned an item on 11/7 but was not given full credit. I phoned customer service (Ref# [redacted]) and was promised a credit. To date, I have not received the credit. I went to my local store, but they said they couldn't do anything for an online order. I called customer service and the corporate offices today -- and was put on hold for more than 20 minutes when I finally hung up. I AM AT WORK. I found another number and was transferred around again. The LACK of customer serivce and the runaround is atrocious!Desired Settlement: Contcact by someone in the corporate offices who can actually advise me the status of my refund and a valid contact number.

Business

Response:

Regrettably we are unable to resolve the customer's concerns with the sequence of numbers provided. We advise the customer to provide a copy of their return receipt for further research.

Consumer

Response:

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. The reference number I was given during the call which is[redacted] and I spoke with Joel.My order number, which is [redacted].And my receipt number for the partial refund: 11/7/2015 - [redacted] -- [redacted]Their response is outrageous -- a customer should be permitted to reach corporate when they are not getting assistance at the customer service level.They have completely glossed over THAT issue.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business

Response:

Our records show the desired return credit for Kohls.com order #[redacted] was processed on 11/21/15, back to the customer's VISA ending in 1593.

Review: I never received part of my order although they are claiming it was delivered. When I called to inquire I was told I would have to wait while they investigate what happened and that if I wanted the item I would have to pay for it again and re-purchase it. When I said that it's ridiculous that I would have to repay for something that I already paid for and didn't receive the CS rep said that's the way it is. I asked to speak to a [redacted] and was not directly connected even though I asked several times and the agent kept repeating the same information. I called back again to speak with another CS rep and she refused to connect me to a [redacted] and hung up the phone on me.. I called a third time and was told I would be connected and after an additional 20 minutes on top of the 20 minutes I had to waste trying to be connected to a [redacted], they said they were having technical issues and couldn't connect me to a [redacted] thus further delaying and prolonging this process. Their policy is ridiculous and [redacted] and [redacted] and all other department stores don't make you go through this. I also don't like with the poor treatment I have received and lack of customer service. Kohls has basically stolen my money and not given me the product I paid for in return delivered in the appropriate amount of time they said it would take.Desired Settlement: I would like a replacement sent as soon as possible while they figure out their own system and what happened. I should not have to wait God knows how long to get it replaced or refunded. They should not make the customer go through this b/c of their or Fed Ex's oversight and mistakes. Thank You.

Business

Response:

We recognize the importance of providing great service at all times. We make every effort to ensure that your interactions with our associates are more than satisfactory and that you 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 we are sorry our associates did not provide the customer with the service anticipated.