Kohl's Corporation

Review: I purchased a large order from Kohl's online which was delivered to my home. The total of the order is $984.20. I decided I did not want the product and contacted their customer service and asked that they issue call tags to have the merchandise picked up as I was not able to return it to the store. They issued the call tags and the merchandise has been returned but they have only issued credit for $102.30.Desired Settlement: I either want the remainder of the refund due to me OR I want them to return the merchandise to me. I prefer the refund

Business

Response:

Upon review of our customer's inquiry regarding Order

4478625168, it appears it is a duplicate order. The customer did confirm

receiving the original order in full and is responsible for her balance of $984.20.

The reason she did not receive credit on her Kohl's Charge is because she was

not double charged for the items in question. The items were sent in error.

Review: Kohl's is my number one store when I need to purchase something. I do almost all my Black Friday shopping there for years. I have been purchasing items for Christmas already and all just from Kohl's. I just needed to do a simple exchange with the same item from one size to another. I was in your store for almost 2 1/2 hours just for this transaction. That is a ridiculous amount of time and because of this I am so ready to stop shopping at Kohl's.

I got us matching Jammies from your Jammies for Families line. Everyone's fit except my 12 year old. We are used to buying Juniors medium for her so I though a kids size 14 or 16 would be ok. I went with the 14 but it was way too small and she felt just one size up would not work either. You don't carry this item in Juniors sizes so next choice would be womens/misses small. I originally purchased the kids size 14 online with delivery to my home. All I wanted to do was an even exchange for the same item just a different size. I really hate your return/refund policy. This needs to be changed for starters. You make it very difficult, more difficult than what it needs to be. I went to the store and looked around I did not see any other red & green Christmas themed Jammies. I went to the Return Customer Service Desk for assistance. I asked for someone to help me find red & green Jammies. There as an associate from the Philippines who helped me look but there were no other red & green Jammmies in womens/misses. Another associate "Angie" came to help and took over. I explained that I am on a mission and I must have red & green Jammies for family Christmas pictures this year. Everyone else has them, including my 2 dogs so I must have red & green, no black or any other color. I explained that I only need a bigger size. Everyone first felt that I needed to be educated on the policy. This is time wasted. I just want to do an exchange on the exact same item. I was given an in store credit for $16.67 which is way less then what I actually paid because of Kohl's cash being involved I lost over $10. I was forced to do this as a return and order new item at higher price even though again, it was the exact same item, just a different size. So the Jammies for daughter size 14 cost $32 but I only got $16.67 for returning them. I then had to pay $32 for the same item to go with a bigger size, women's small. I had an instore credit for $16.67, about $7 left on my Kohl's charge after all the early Christmas shopping that I have already been doing and then I had to purchase a $20 gift card since the Kiosk won't take cash. During the process of purchasing the women's small the final screen gave us an error that the item was no longer in inventory. HOW could that happen? It was in my "shopping cart" to purchase we had to put in 3 different cards to make the purchase possible. So at that point I was getting even more frustrated. I had my boyfriend go back and get all the Jammies and I would just return them knowing I would not get full price for them because of Kohl's cash being involved. I would lose $20 and all the discounts that I used to purchase them. I was even going to start denying ALL the shipments that are coming this week. I am done with Kohl's. I went back to Angie and asked her if there was a number she can call to find out about why that happened. I am not sure why she started calling around stores. I knew they would not have this item in stock in their store. She wasted more time doing so. I asked her again to call. I guess she did not understand that I meant to call kohls.com. She did call Kohls.com and I was able to order it that way. HOWEVER, this transaction was even a pain. I was on the phone for quite some time. She could not do the 3 card payments. The kohls charge card was declined. I explained there is $7 on it and the kiosk just was showing that I had $7.28 on it. The in store credit of $16.67 was not being accepted on her end either. She tried the in store credit with both having the additional gift card on and off as well. I thought she said she was giving me a credit of $17 on the order for my troubles and because the $16.67 in store credit wasn't processing or being accepted. That's another problem. We went back to the store to use that in store credit up because I won't be back ever and they said it was used online. No it was not, the lady said it wasn't being accepted. ok, back to the first story, Finally, the order via phone went through. I would like a rush shipment on this with no additional charges as we have pictures planned for this Friday. If it's not going to work out, I am prepared to return everything I have purchased the last month and do my Christmas shopping and all future shopping elsewhere. All I am trying to do is make memories with my family. I thought it would be a cute idea this year to have family pictures in Christmas Jammies since we have never done that before. At this point, I don't know really how you can fix this? I wasted 2 1/2 hours just trying to do what could have been a simple exchange. I do not want to have to pay more or lose money due to kohl's cash being involved. I should not have had to go through what I went through to do an exchange. Please put the difference back on my Kohl's charge card.Desired Settlement: 1. I do not want less for the item that I returned.

2. I do not want to pay more than what I have already paid.

3. I just wanted to do an even exchange on the exact same item just a different size.

4. I highly suggest you consider reviewing and changing your refund/exchange policy on exact same items.

5. I want the price difference put back on my Kohl's charge.

6. I want ALL my orders on RUSH delivery at no additional charge or I will just start denying them and stop shopping at Kohl's. Never in all my years of being a Kohl's fan have I ever had such a difficult time. I take that back, I just kind of went through this with trying to exchange a bra that didn't fit my daughter. Was forced to return it at a lower price and so when ordering the second bra was not able to have discount and had to pay higher price.

Business

Response:

In the event that a customer would need to complete an even exchange (same item and price, different size or color) for an item, this can be done with a receipt at any register. An even exchange must be exactly even (based on the original or clearance marked price tag) in order for an exchange to be processed. If the items are not an exact even exchange, a return will be processed. When a receipt is not available a refund in the form of a Kohl's Merchandise Credit will be issued for the items’ return value. When items purchased using a Kohl's Cash coupon are returned, they are subject to adjustment based on the value of the coupon used. Kohl's Cash returns are handled in the same manner as returns for items purchased using a percent-off coupon. Our policy is outlined in the disclaimers associated with all of our coupons and discounts. We are unable to accommodate the customer's request for any additional credit based on the above information. We appreciate the customer's feedback and apologize for any inconvenience that this matter may have caused.

Business

Response:

The customer's desired action must be completed in store, regrettably we can not comply with the customer's request via the Revdex.com. We stand behind our previous response.

Consumer

Response:

Review: I attempted to place an order online using $30 in Kohl's cash I received after Black Friday shopping at my local Kohl's Department Store. A note appeared at the check out screen stating there was an issue with the Kohl's cash coupon I had been issued. I contacted Kohl's Customer Service and was told that 'millions of dollars in Kohl's Cash was given out on Black Friday, and all of it was unable to be used for online purchases due to problems they were having with it.' I was advised that I could pay for the purchase in full, and they would refund my card $30 in about 7 business day. I explained that I was on a tight budget and could not do this. I was advised that this was my only option or I would lose my Kohl's Cash. I asked for an email or written guarantee that I would receive a refund and was advised that Kohl's Customer Service Representatives could not send outbound emails. I had my call escalated to a supervisor, who informed me of the same information. I asked if the public had been notified of this, and was advised that was not necessary. I requested a manager and was advised that Kohl's Management does not speak to customers and that Kohl's Customer Service Representative Supervisors do not have managers because they do not need them.Desired Settlement: I want to place an order for items with sku #[redacted] and #[redacted] and use my Kohl's Cash to do so.

Business

Response:

We regret the customer's earned Kohl's Cash was appearing as invalid. At this time we advise the customer to reply with their new Kohls.com order number, and we will credit the $30.00 back to the order. We apologize for any inconvenience.

Review: I ordered a pair of boots on a black Friday sale online for 19.99. I received a confirmation that my order was received. Not until the following Tuesday, after all sales were over, was I informed that the item I ordered was not available. I called customer service to ask if the boots would be available by Christmas and was told possibly but it was my responsibility to check back from time to time to see if in fact they did become available. I asked if I found another comparable boot that was on the black Friday sale if the sale price would be honored and was told no. I asked if the black Friday sale would be honored on this boot if it becomes available and was told it would be my responsibility to call back if the boot becomes available and speak to someone. When I stated this was poor customer service I was told "yea". I feel that I was misinformed of availability which in turn made me ineligible for other purchases at the sale prices. I do not feel I should have to pay full price for the boots when they become available and feel Kohls should revise online practices to reflect correct information.Desired Settlement: I would like Kohls to take responsibility for their error, inform me when my order will be available, and honor the quoted price.

Business

Response:

We regret to learn that the advertised item became out of stock. We make every effort to ensure that we have enough merchandise to meet the needs of our customers. However, on occasion, an item may out-sell our expectations or we may not receive the anticipated stock amounts from our vendors. In addition, please be advised that the selection of merchandise may vary by store. Some merchandise may not be available at every store and merchandise or promotional offers available online at Kohls.com may vary from those offered in Kohl’s stores. Our products are placed in our advertisements in order to alert our customers of the sale price of that item, based on availability. This information is stated on the back of our sales flyers. We are unable to accommodate the customer's request to honor the Black Friday price. We apologize for any disappointment.

Review: I ordered a Christmas present for my niece and nephew on 12-6-2015 , two days before Christmas I get a email from fedex saying my gift would be delivered day after Christmas . I called kohls and they said due to high volume they was having items not getting delivered but on their website they still offered guantee delivery by C hristmas , all the manager said was she was sorry and offered me a 15.00 credit, what an insult needless to say I told her to shove the 15.00 , I will be shopping elsewhere due to them my neice and nephew will not get their presents

Business

Response:

We regret to hear part of the customer's Kohls.com order #4291767841 was delayed. At this time our records show the customer's order was delivered. If the customer no longer desires the merchandise, the customer is welcome to return the merchandise at her local store for a refund. We apologize for any inconvenience.

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.]

Regards,

[redacted] the package was just delivered this morning on 12-29-15 (which they had promised the day after Christmas and was still delayed 3 days)

Review: kohls advertised if ordered before 12/21/15 1:00pm you would receive the item before Christmas well I ordered on the 12/18/15 and then on the 24th my order did not arrive as promised ask for a refund was told I had to wait till the 28th before I could make a claim by a supervisor over the phone

the advertisment is very misleading saying that they can deliver to make you purchase items and the not fulfill and tell you to wait for a refund or you can purchase another itemDesired Settlement: full refund and kohls not to advertise they can before a certain date

Business

Response:

Our records show all items from Kohls.com order #[redacted] have been delivered. We apologize for any inconvenience.

Review: I spent almost $100 at Kohls weekend of March 5, 2016 & earned $20 Kohls rewards. I came back in on Sunday, March 13, 2016 and received poor service. I didn't Almost $150 and only received $20 in kohls cash. I had 3 transactions at $50. I had to ask the rep for the Kohls cash. I had to ask to apply for a credit card. I had to ask for my total fief which the rep didn't tell me. Then, u called the store on Monday, March 14, 2016 at 527pm spoke to a manager named Marty. She was rude and no help. I told her what happened and how the rep treated me with no concern Nd I didn't get my last Kohls cash. This manager said nothing she can do because Kohls cash ended. I told her I'll return All my items at $150. The manager laughed at me and then said that's fine if I return the items. then I asked for her supervisor or manager of store. She said he wasn't in and no voicemail to reach him. I spent almost $300 in 2 weeks st kohls and this is how they treat faithful customers. I'll return my items and not shop here again. Managers provide poor service and so does the cashiers. The rep was a younger Caucasian or Mexican girl that worked at the first register in front of the door at 6p on Sunday. They need train her better on customer service.Desired Settlement: They need to give my Kohls reward that was earned and what ever they decide to go after that to keep a customer.

Business

Response:

Kohl’s apologizes for any confusion. The only way Kohl’s can combine receipts is for the customer to return all of the items, and then repurchase them all again on the same receipt. This will allow the register to generate a Kohl’s Cash coupon on her entire purchasing balance.Please keep in mind, the $10 off of $30 coupon our customer used on her transitions on March 13th is only one per customer. If she chooses to combine receipts then the coupon will only be applied once to her total balance.

Consumer

Response:

They could have have still offered to give my $10 back in the form of a gift card. I spent almost $300 in 2 weeks st kohls and this is how they treat a customer I won't ship here again who wants to return all these items and re ring them up this is poor customer service and disappointing to a customer Business Bureau:

Review: Hello, I had received a Kohl's Cash a while back for creating a baby registry in the form of a $20 store credit. The email that I received had absolutely no expiration date on it. I just figured that I didn't have to use it by any certain date. Once, I tried to make an order on kohls.com, and the site rejected my Kohl's cash because they said it was expired. I would have never waited so long to use the kohl's cash had I known that it was going to expire by a certain date. My kohl's cash should have had its expiration date stated on it so that I would have known when the expiration date was. If you send a $20 store credit (like Kohl's Cash) to someone and you state absolutely no expiration date on it, then that customer shouldn't have to find out at checkout, like I did, that it did somehow expire on a date that had never been mentioned. I feel it was misleading that my kohl's cash didn't work at checkout, and it never had an expiration date on it to begin with. This is definitely false advertising, and I would like my $20 kohl's cash reissued to me so that I can actually use it at some point. I've already tried emailing customer support, but no one has gotten back to me in almost a month now.Desired Settlement: $20 kohl's cash

Business

Response:

We are more than happy to research our customer's concern. Is the customer able to provide the email in which the $20.00 coupon was sent, so can further research on our end.

Review: I went to Kohl's today with a valid $30 off coupon as well as $10 Kohl's cash. The coupon was in my Yes2Rewards with a expiration date of 11/01/2015. Store manager [redacted] stated that the coupon was no longer valid and had been used previously. Since I shop at Kohl's at least twice a month spending hundreds of dollars I thought I had earned another coupon. I then inquired about the Kohl's cash that is earned through every $50 purchase and since I had spent $260 in a 30 day period I was wondering if I had earned the Kohl's cash which is $10 for every $50 that is spent. She explained if I would have made a purchase 1 day later then I would have earned $40 in Kohl's cash. I was mortified that after shopping at Kohl's for more then 10 years they would treat me this way as a result I decided to file a complaint because this is not right. I have receipts for all of my purchases over the last 2 months as well as the valid coupon that I printed from the Yes2Rewards account.Desired Settlement: would like the benefit rewards that I qualify for just as they offer all the other customers. The rewards are as follows, for the $190.00 spent in September see attachment. as well as the valid coupon of $30 that was emailed to me that had an expiration date of November 1, see attachment as well as the $10 Kohl's cash, in October as well that I mentioned in the previous email that totals $80. Thank you

Business

Response:

After reviewing the provided receipts, we are able to determine that the 10/07/15, and the 10/21/15 transactions did not earn Kohl's Cash because these purchases were not made during Kohl's Cash earning periods. Kohl's registers do not issue Kohl's Cash during non-earning periods. We are unable to comply with the customer's request for Kohl's Cash, as she did not earn this promotion.

Review: I went online to purchase a ps4 today on Kohl.com I saw that they had a bundle for $349.99 so I hurried and paid $300 on my Kohl's charge so I could charge it. I then went to Kohls.com and put the bundle in my cart and continued to shop for some other things to buy. After a short time, I proceeded to the cart so I could check out. When I clicked checkout, it said that the bundle was out of stock. I couldn't believe that the site allowed something I was intending to buy to be taken out of my cart! So I called the customer service dept. and of course was told they were out of stock, but also was told they only had four (4) bundles that had been available! Since there wasn't anything I could do, I asked if I would be able to get the payment I made on my credit card reversed, since I didn't have another $300 to go spend somewhere else...he advised that I call the credit card division so I could get the payment I made reversed. I called them only to find that the department was closed for the day. So now I won't have that money to shop with today or probably tomorrow.Desired Settlement: I think something should be changed on their website where people don't have to worry about loosing what is in their cart for a certain amount of time! And should carry a certain amount of stock so they don't have to yank products out of peoples carts.

Business

Response:

While in most cases out of stocks are reflected prior to the check out process at Kohls.com, there are situations when an out of stock may not be evident until the order picking process. This can be attributed to high order volume, damages, etc. We appreciate the customer's feedback, and apologize for any disappointment.

Review: I am a frequent customer at many Kohl's locations. I am also a participate in their Yes2You Rewards program. In this program, the customer receives a rewards certificate for store credit each month based on the amount that the customer spent at Kohl's in the previous month. However, I have NOT been receiving these reward certificates. They are sent only by email apparently. I spoke with Customer Service last January 2015 for over an hour about this problem. I did everything I was asked to do: enter their address in my contacts, check my spam folder, etc. They finally told me they fixed the problem and sent me an $85 rewards certificate directly to my email. Since that time, I still have never received a rewards certificate from them. In October, I called again and spent over an hour again with customer service about this problem. Again, I was told that it was fixed by tech support. However, again, I have never received a rewards certificate. According to my online account, Kohl's issued me the following rewards amounts: April 1: $5. May 1: $10. July 1: $5. August 1: $15. Nov. 1: $55. However, I have NEVER received any of these. Therefore, they now owe me $90 so far from this program and they still haven't solved the problem. Most recently, on 11/13, I spent yet again an hour on the phone with customer service. They were apologetic, but they were unable to solve this problem.Desired Settlement: I would like Kohl's to pay some attention to this problem and FIX IT so that I don't have to continually call and complain and waste hours with them. They can never get back the hours I have spent on this problem on the phone with them. They should at least reissue me the $90 they owe me. But most importantly, THEY NEED TO FIX THIS PROBLEM. If they cannot figure out why they are unable to email me these rewards certificates, then they should mail them to me. They advertise a program to get us to spend our money at their store instead of elsewhere, but then they don't follow through and provide the rewards they advertised. (and to top it off, they tell me they have expired! Even though I never got them!) I BEG KOHL'S TO PLEASE SOLVE THIS PROBLEM. I don't want to keep having to call and [redacted] to Customer Service, who appear powerless to solve this problem. And I don't want to stop shopping there. I just want what is rightfully mine under the program. Can you help me?

Business

Response:

The Rewards certificate is issued during the first week of the following month. It is based on the total points earned the previous month. The current earning period and certificate can be found on the Rewards home page. The certificate will be also be sent to the email address you provided. To ensure that you receive your email, please add [email protected] to your contact list. We are unable to accommodate the customer's request to honor the expired coupons, as there is no indication the customer's e-mail was undeliverable, or they were unable to log into their Kohl's Yes2You Rewards account.

Consumer

Response:

Review: I'm very unhappy with your Fort Wayne store on [redacted]. My Son volunteered to get 3 Roku's on Kohl's Black Friday sale that started on Thanksgiving night. He was 23rd in the line outside & waited in outside the store in line for 1 & 1/2 hours. This was the only thing we really planned on buying, & I was online trying to buy them before & at the start of the sale, but it said not available online. When the doors finally opened he rushed back to the Roku section arriving before anyone else, & there were none of the ones advertised. He promptly asked several Kohl's employees if the Roku's were located anywhere else in the store. No other customers even appeared to be looking for them or ask until 10 minutes of him looking. There were finally 2 other customers waiting with him while the associates ran around looking for them, but they lost interest. He even spoke to the lady in charge of electronic stocking. He was told many things...."No there wasn't another display of the Roku's"...."they might be in back" (they checked & they weren't) & "we might've received them earlier in the week & sold them, or we received them from"....."we probably never received them, since we didn't receive other things advertised"...."we're a smaller store, we don't get everything the bigger stores do, if you'd went to the other Fort Wayne Kohl's....they probably would've had it". We texted about his difficulty, so I quickly arrived to straighten this out; I couldn't believe they wouldn't have them after all of his hassle. I asked an associate as soon as I arrived, & she said "Oh, yeah....I think those were the things not on the floor & she thought they must have found them (another standing next to her didn't seem to know anything about them). She pointed me to section (same he'd first went to. I asked an associate near the section & they didn't know anything about the Roku's being in stock. I said I wanted to speak to a manager & was pointed to the nearby Adam. I told him how frustrated we were, & he brushed me off. I told him we felt baited & it was false advertising. He played the "no comment" game....He couldn't & didn't say he saw them in the store. He said "I'm not saying they didn't arrive". He even went to the backroom to look (I insisted there should to be some), but he couldn't find any & didn't say anyone saw them. When I persisted, he said "they could've been sold online for in store pick-up in the store". He was caught off guard when I told him they weren't available online for any purchase before or after the sale started. If they sold any online, they were gone lightening fast & the odds they were all ordered for this Kohls is ridiculous. Especially, since we couldn't find any employee that had seen them. I'm sure Adam would've asked when going to the store room too). I asked Adam to find any sales of Roku's, but he didn't reply. I asked him, if he could do some adjustment on one of the other Roku's they had in stock (Roku SE was advertised & they had older versions). He said there was no way he'd could do anything for us. I suggested rain check...he said not on Black Friday....I said they're supposed some in stock". I'd told him this practice was illegal.....we felt baited & switched when we arrived; told him I wanted my Son to learn his rights. Adam wouldn't budge & we honestly didn't feel he cared at all about us. I've been Black Friday shopping for 20 years now, & this is the 1st time a store hasn't had something we showed up for (maybe limited quantities) & I'm so very very disappointed with Kohls. I have shopped Kohls every black friday. I told Adam I was filing a Revdex.com complaint, if he didn't try to make the situation right in any form. Not a single apology or any actions showing sympathy or ANY concern the entire time we dealt with him. He left me no options....he wasn't dealing with 20 people....just us.Desired Settlement: I'm not sure how Kohl's can help make this right, but I really consider our family loyal Kohl's customers & I'm just so disappointed with the whole ordeal. It's taken the joy out of shopping at Kohls by feeling crapped on, & knowing it was made worse dealing with the manager.

Business

Response:

We regret to learn that the advertised item was not available when the customer visited our store. We make every effort to ensure that we have enough merchandise to meet the needs of our customers. However, on occasion, an item may out-sell our expectations or we may not receive the anticipated stock amounts from our vendors. In addition, please be advised that the selection of merchandise may vary by store. Some merchandise may not be available at every store and merchandise or promotional offers available online at Kohls.com may vary from those offered in Kohl’s stores. Our products are placed in our advertisements in order to alert our customers of the sale price of that item, based on availability. This information is stated on the back of our sales flyers. Additionally, we apologize the store was not emphatic to the customer's concerns. We apologize for any disappointment.

Business

Response:

The selection of merchandise may vary by store. Our products are placed in our advertisements in order to alert our customers of the sale price of that item, based on availability. This information is stated on the back of our sales flyers. We are unable to comply with the customer request to honor Black Friday prices, or discount a similar item. We apologize for any additional disappointment.

Consumer

Response:

I'm not happy with your lack of resolution in this matter. You didn't stock any of the advertised Roku's in that store for the Sale. Out of all the coupons you offer daily (I'm always getting 30% off in the mail), you're not even trying to make up for you not stocking the item we wasted 1 &1/2 hours in line for & another hour+ while we tried to locate it? Can't find what isn't there. They could've posted a notice they were out, but that would be admitting the Advertised merchandise isn't stood behind. I have a Kohl's credit card, & until now...have been a very active customer & have never complained even when things weren't right. Sad that you're willing to lose my business over this; I really thought your company was better than this. [redacted]

Review: Cyber Monday I had purchased a 2pair set of pajamas. On 12/4 I instead received 1 pair of 4T pants instead. I called Customer Service. They informed me to keep the pants and they would issue me a refund for that order. All I really wanted was the pajamas. They said they could not send me the correct item without running the order again and charging me a second time but that my refund would not be refunded for 7-10 days. I said no I wasn't paying twice for an item and waiting on a refund. So my refund was to be processed. On 12/20 I had not received refund so I called Customer service again. They proceeded to tell me to take the 3,00 pair of pants back to the store to get my refund faster. Well for one I have a receipt for pajamas which were 13.60 and have a pair of 4T pants which are 3.00. No!! They said they needed the SKU number for the pants which I gave them the first time and said they had sent me an email which I did not receive. Bottom line I want my refund and will never order another thing from Kohls.com. Customer service is horrible. Case number -[redacted]Desired Settlement: Refund in a timely fashion!!

Business

Response:

Our records show a return for Kohls.com order #[redacted] was processed on 12/20/15, 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: For Black Friday I made a purchase from [redacted] that included [redacted] Dinnerware plates. When the partial order arrived the plates were packed very well. However, upon unwrapping them I discovered most of them were badly scratched/damaged. It was very obvious that [redacted] shipped them this way and they were not damaged in transport.

Dinner plate, scarlet 10 (ten) are damaged

Buffet plate, scarlet 3 (three) are damaged

I contacted [redacted]s. Instead of just exchanging the plates, [redacted] wants me to dispose of them, and issue me a [redacted] merchandise credit. Then I'm supposed to reorder the plates again and somehow get them to adjust it. Meanwhile, my purchase earned [redacted] cash that expires a couple weeks after the purchase. I have to use it or lose it. Next another partial shipment comes, a Mickey Mouse soap dispenser. It arrives completely broken. I contact [redacted] again. To this day I still have not received a credit for the soap dispenser. Over 30 days after I informed them about the plates, a merchandise credit arrived for the plates. Now on the receipt it had the plate total, then [redacted] took off "unearned [redacted] cash", then they calculated the taxes and gave me a credit. So the tax they calculated isn't even the actual tax I paid on the plates, it's significantly less. Then the [redacted] cash they took away I actually did earn, it's not my fault they send damage product. This should be an even exchange for damaged product. They want me to repurchase the product but they didn't even give me back anywhere close to the right amount to repurchase. They say they will honor the sale price I purchased at but I'm still over 40 dollars short to make the purchase. This makes no sense and obviously [redacted] does not care. I've tried to resolve this over and over with them but just get the run around.Desired Settlement: I just want them to take their issued merchandise credit back, replace the original damaged plates that came, and give me my merchandise credit for the damaged soap dispenser. Even exchange for the damaged plates for new damaged plates. There should be no out of pocket expense for me to get the damaged plates replaced.

Business

Response:

We regret part of the customer's order arrived damaged. We

have processed a return for the damaged items on 02/18/16, back to a [redacted]'s

Merchandise Credit. We advise our customer to allow 10-14 business days to

receive this via USPS. Regrettably, due to security purposes we are unable to

comply with the customer's request to place a new [redacted]s.com order on his

behalf.

Additionally, if the customer has already used his [redacted]’s

Cash coupon earned from the order, the amount of the [redacted]’s Cash will be

deducted from the customer's return amount. We apologize for any inconvenience.

Review: On 1/26/2015 I returned a small appliance item to the local kohl's (tucson,az)store. a corporate refund ($108.09) was to be sent out to me within ten days.

It has now been ten weeks and still no check.

I previously spoke with [redacted] @###-###-####( she claims to be the exec. asst to CEO [redacted]), who told me a check would be mailed out to me before 2/15/2016.

I have since called c.[redacted] phone/voice mail several times and left messages re: the missing check, yet to date she has NOT responded or sent the long overdue checkDesired Settlement: send my long overdue refund check of $108.09 to my record address

Business

Response:

We apologize for the length of time it has taken to

resolve our customer’s concern. Our customer was contacted today (03/24/2016) by our Corporate

Refunds Department and they were able communicate information to him about his Corporate

Refund.

Review: I returned a high price item due to damage upon receipt. I was told that it would require a Corporate refund and that if I have not received a response in 7-10 days to call the corporate number ###-###-####.

it has been almost a month with no response. I have called more than a dozen times. there is never an answer and I have waited as long as 45 minutes on hold before hanging up.

I called the Kohl's store where the item was purchased and was advised that it is out of their hands and I would have to continue to call until someone answers.

I then called the Wisconsin office and after explaining the difficulties I was experiencing reaching a human and the number provided was getting me nowhere they transferred me back to 800 number.

so I am out a $250.00 and no product with bills that could have been paid by now.Desired Settlement: All I want is my money back for the product that was returned and for better customer service.

Business

Response:

We apologize for the

difficulty she is having in contacting our Corporate Refunds Department,

however this is whom she would need to contact to have her issue addressed.

They can be reached at ###-###-#### Monday through Friday 7am-7pm CST.

Review: I made two separate purchases on November 11th that both earned Kohls Cash. Out of these two purchases, I found when I received my curtains that were damaged that I would have to buy replacement ones. Two additional purchases were made on the 17th for my replacement curtains and two more kohls cash certificates were given on my new purchases. I then made a purchase on November 25 where my intention was to use both kohls cash certificates for November 17th since I knew I would be returning the items on the 11th and the kohls cash for those items would not be valid. Upon returning my items today and after speaking to customer service, I found I accidentally used one kohls cash from the 11th and one from the 17th. That being said I have now not received my full refund since I had redeemed Kohls cash that I did not intend to use(because I was supposed to be using the one from the 17th and my kohls cash from the 17th was I redeemed. The representative I spoke with stated there is nothing to be done because all kohls cash not used is invalid and my only other option is to go to a store and see if they will accept it, but they cannot guarantee they will. Well, I know for a fact they wouldn't because I had a total of $40 of kohls cash that I did forget to use that they would not accept on a previous purchase.Desired Settlement: I am asking for the $10 extra that I did not receive in my refund for my November 11th purchase. I am human and mistakenly used the kohls cash from the wrong day. I intended to use the kohls cash from the 17th and not use the one from the 11th. After verification by your representative, it was found that I have not redeemed the 17th so it can clearly be seen that I am not trying to take what is not mine. I am a loyal customer who has already spent over $3200 on my kohls card this current year and this is not including the amounts that I have spent paying on other cards other then my kohls card and my upcoming Christmas present purchases. If Kohls does not value loyal customers and feels that a $10 refund is too much to ask for I will be closing my card and spend my money at a company that will truly value me.

Business

Response:

We have processed a credit for $10.00 back to the customer's Kohl's Charge account as a one-time courtesy. We advise our customer to allow 10-14 business days for the credit to appear.

Review: I purchased three shirts and took them home. I washed the shirts with my other work shirts. After washing I noticed a foul smell. The three shirts from Kohl`s still had a bad smell that was now on my other clothes. I washed them again and they still smelled terrible. After thinking about the fact that I have ruined my clothes I called Kohl`s to speak to the manager about this. After I explained my problem he looked into the situation and called me back. He found the shirts that UI was talking about. He said he understood and wanted to make right for me. He asked if I would bring my shirts in for him to see. I went to the store and he pulled one of the shirts off the rack and it smelled terrible. He agreed and said it was a natural dye that caused the bad smell. He said he was sorry that my other clothes were damaged and would give me store credits for my damaged shirts in the total of $366.96. After he printed a receipt for the store credit he said he was again sorry but the receipt said that corporate would mail me the credit and he couldn't give it to me directly. I said no problem. He said I would receive it in the mail in 7 - 10 business days. After about 13 days or so I called the corporate number he gave me to inquire about the store credit. The person I spoke to said they were in the lost prevention department and that they would call the manger that gave me the credit and would call me back. I called the store manager and he said basically to buzz off. I`m guessing corporate gave him an ear-full. Now I have thrown away 8 work shirts and have a store credit receipt that is worthless. I`m shocked at how they talked to me as if I were a criminal. I just am not going to let this go. I have been a Kohl`s customer for many years and now I feel I can`t shop there any more.

Business

Response:

At Kohl's we are proud to offer quality merchandise at a great price with both our name brand and private label merchandise. We regret to learn that we have disappointed the customer. At this time we request the customer to please advise of any product and/or receipt (0000/0000/0000/0) information. Once we have this information, we will work with appropriate channels to develop a resolution.

Consumer

Response:

Review: Placed orders on kohls.com with shipping quadrants. Items not received so contact customer service and told to call fed ex call them told to call USPS call them referred back to kohls. After multiple calls demanded supervisor. They claim they would credit bank account back money same day and re-order and overnight items. I was irate and hesitant to do so finally agreed and they did reorder charged bank account again and no credit back to bank. I call again and now I am told money won't be credit back for 7 days. This was never told to me so I have paid twice for items supposed to be overnighted and still have not received everything. I also have other orders I am having same fedex smart post delivery issues with. I ask for pull of phone recording told they can't do I ask for corporate office number and they give me a non 800 number for customer serviceDesired Settlement: I would like a complete review of this situation, phone call recordings pull and a resolution that will suit me. I need someone to intervene to ensure credits and items promised are followed through on. They have charged me twice for products still not received

Business

Response:

Due to the time of year some customers may experience a slight delay in their shipping time frame. Upon review of tracking #61299991119120063826 and 61299991140320062661, it appears the customer's orders have been delivered. We apologize for any inconvenience.

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.II had to reorder items in order to receive them and still have not received refund for order placed not 30th. If you are now telling me I need to return to get refund fine I will do so but I will not endure any more problems. I am also waiting for delivery of order placed dec 5 supposedly lost yet again and told can not do anything to dec 28 which is way past xmas and delivery guarantee. I had three different orders supposedly lost, more time wasted on my part to correct and no responsibility from kohls what so ever. This is unacceptable I guess I will need to return all items just to get some of my money back and then and and again be inconvenienced for your lies.

Regards,

Business

Response:

Our records show all orders have been delivered, and all applicable credits have been processed.

Review: Purchased items on 12-24-15 at a Kohl's department store in my local area. Attempted to return these items to the local Kohl's department store approximately two weeks after purchase on 1-15-16. The total dollar amount for the items purchased is $320.73. I wrote a personal check for these items and made sure that before I attempted to return the merchandise the checks had cleared processing through the bank. Upon my attempt to return the items, I was told by a department manager the checks had not cleared through their corporate office and they would be happy to give me a store credit. I stated I did not want a store credit I would prefer the cash back for these purchases. I had store receipts for these items purchased to validate the purchase. The further explanation was it has been taking their corporate offices about a month to clear personal checks and was told to come back a week later to see if the checks cleared and there was nothing they can do to resolve this matter. On my fifth attempt to return this merchandise on January 30th, I continue to be told it is a corporate refund and still no resolution to this matter. I asked to speak with the store manager of the department store and explain my situation. The manager explained that when they enter the return it comes up on the register as a credit and the refund is considered a corporate refund. I explained to the manager that I do not have a Kohl's credit card and why is it being processed as a credit? No answer to this question. I demanded they call the toll free number that I repeatedly tried to call and waited on the customer service line for over 40 minutes to assist with resolving this issue and finally hung after no communication with an agent. After talking with supervisors on the toll free number, one named [redacted], then another supervisor names [redacted], it was communicated to me to call the office of the president at the corporation to resolve this matter as they had no authority to override this matter. The process they want you to follow is to return your merchandise and they give will give you a receipt with a transaction number for the returned merchandise and the corporate office will determine how you will be refunded for the purchased items. At this point, I am not only appalled about how they have handled this matter but, extremely disappointed in their unethical business practices. So, I went ahead and returned some of the items totaling $86.37 and have my copy of the returned merchandise receipt. I am told by the store clerk I am to call and see how they will refund me. I have attempted several times during the day to contact the toll free number, enter my transaction number and, no live response from an agent and hear the repeated message my corporate refund is in process. I did not feel confident in their business practice to return a more expensive item that totaled $234.36. I am waiting to see how this return will be processed. I have attempted to contact the office of the president and no response at this time. During my wait at the Kohl's department store in my fifth attempt to return the merchandise, several clerks were complaining to the manager they were receiving the same messages on the registers. I feel this corporation is mishandling these returns in an unethical practice to hold the consumer hostage and hoping they will just agree to receive a store credit instead hassling with the situation. This business needs reviewed on this process and to this day I have no resolution to receiving a refund unless, I choose to receive a store credit. This matter has been ongoing since 12-24-15 and is now 2-4-16. Please evaluate this complaint and advise me to the next chain of command to resolve this matter. Thank you. [redacted]Desired Settlement: Desire to have the cash refund entitled to me from this business. I have original receipts from my purchases and there should be no excuse or issues in returning these items. Kohl's might want to consider changing the message on the back of their receipts as it states, "HASSLE-FREE RETURNS - RETURN ANY ITEM, ANYTIME FOR ANY REASON." This certainly is not the case and in the future, I will no longer shop a this department store. Extremely disappointed and frustrated from this situation.

Business

Response:

Our records show our Corporate Refund Department approved a check on 02/05/16, and this went into the mail on 02/09/16. We advise our customer to allow 5-7 business days to receive this. We apologize for any inconvenience.