Kohl's Corporation

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.

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: 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: On 11/23/2015, I placed an order on Kohls.com during the launch of their online Black Friday sales. On 11/26/2015 at 10:00pm, I receive an email letting me know that 15 of the items I ordered are 'out of stock' and have been removed from my order. I called to discuss the situation with their customer service department, and was advised that the system updates every 24 hours, therefore, items may sell out but the website will not reflect that status. Had that been the case, I should have received notice of on 11/24/15 to be given time to buy the items elsewhere. However, as it stands, it is now 11/27/2015, at 8:05pm and I have just now discovered the email. Black Friday is over, door busters have long since been sold out at every single store in the US and I am completely unable to go elsewhere to purchase the items I paid Kohls for. It is completely unacceptable that there is NO disclaimer anywhere on their website that lets customers know that just because they purchase and pay for an item, does not guarantee they will receive it. I've never experienced any other company doing this to their customers, and they do not offer so much as an apology to compensate. This is absolute false-advertisement to continue selling items to customers when those items are not in stock, and then to cancel those items 3 days later without offering substitutes, explanations or alternatives.Desired Settlement: I absolutely want my order filled. Again, I placed the order on Monday, it is completely unacceptable to not receive notification until Thursday night at 10:00pm. It is also completely unacceptable that the company does nothing to inform their customers that they cannot guarantee delivery of the items being ordered, which would basically be false advertisement.

If the items I ordered cannot be delivered, I want them substituted with items of comparable value that ARE in stock. (By comparable value, I am referring to the original price of each item, NOT the price it sold for on Black Friday.)

Business

Response:

After reviewing Kohls.com order # [redacted], we are able to confirm the customer's order was canceled for security purposes. We are unable to accommodate the customer's request to fulfill the order. We advise the customer to update her billing information before placing future purchases.

Review: On December 9,2015 09:57pm(cst) I had placed an order through Kohls.com. The order number is 3749032782. I had purchased a Nutri bullet rx for a total of $126.13I should have received $20.00 Kohls cash along with 119 points towards my yes 2 you card. I never recieied a conformation email to pick up my order nor did I receive my kohls cash. I made several calls to customer service to be told that when I m ready to make a purchase to give them a call. This then limits me to kohls.com and not the store. I also notice that my points as of December 18,2015 have not been added to my card.Desired Settlement: Re issue my kohls cash and add my 119 points to my rewards 2 you card.

Business

Response:

We have adjusted the customer's Yes 2 You Rewards points to reflect Kohls.com order #3749032782 on 12/24/15. Additionally, we have processed a $20.00 credit to the customer's account for the Kohl's Cash. We apologize for any inconvenience.

Consumer

Response:

Review: I had changed my address online last week but apparently the changes didn't go in to effect when I made my purchase today. After noticing my address hadn't changed on my confirmation screen, I called a representative not 5 minutes after the order was placed. The representative has 30 minutes to cancel an order. In my situation, the representative put me on mute several times without warning or explanation. He said that he cancelled my order and was placing a new order. This went on for 45 minutes. After he said he submitted the new order and cancelled the old one, he would not hang up the phone as I felt compelled to take the survey I was selected to take. He told me they are not supposed to hang up the phone by their managers. I'm guessing so no one can take their survey to see how horrible the service is. He finally hung up the phone and I completed the survey. I proceeded to look online to see if he had cancelled the 1st order and submit the correct address for the 2nd order. The 1st order was not cancelled so I called back again to speak with a manager about the lie I was told and the poor service I received. After calling back twice and told that I would be connected to a manager, both times the phone went dead. I then proceeded to interact with a representative in chat who was also not able to assist me who then contacted me to her manager, who also could not help me. You have some serious system issues where no one can resolve a shipping problem and you also have a serious customer service issue as the representatives are very unprofessional.Desired Settlement: a phone call to reassure me that this issue will be resolved.

Business

Response:

We have processed a return for Kohls.com order #[redacted] on 11/11/15. We advise our customer to allow 10-14 business days for the credit. We advise the customer to update their shopping profile before a future order. Additionally, we apologize for the poor customer service experience.

Review: On December 9, 2015 I placed an order at Kohls.com. The order # is 4312196586. On December 17, 2015, I received a package from Kohls containing paperwork and merchandise for another customer in Redmond, WA.

I contact customer service on December 17, 2015 (6:37pm) and was told that I would be refunded for the items that I ordered but did not receive, and that it would take 7-10 days to receive the refund. Also, UPS would pick up the wrongly shipped merchandise.

I have followed up several times since December 17, 2015 with customer service and still have not received a refund. In addition to calling on December 17, 2015, I also called on December 21 and 28, 2015. I also called on January 2, 3, 6, 7 and 8. I was told several times to continue waiting and also that I would receive a call back from supervisor with an update. No one have ever called me back or emailed me. I has been a month since placing my order. As of today, I have not yet received the merchandise, nor have I received a refund.

I need to get a refund for Order #4312196586

for the following items, plus merchandise credit for the Kohl's cash redeemed on this order:

SKU # 99004273 - 1 unit

SKU # 99170566 - 1 unit

SKU # 99606061 - 1 unit

SKU # 99645409 - 2 units

SKU # 99645410 - 2 unitsDesired Settlement: I need to get a refund for Order #4312196586

for the following items, plus merchandise credit for the Kohl's cash redeemed on this order:

SKU # 99004273 - 1 unit

SKU # 99170566 - 1 unit

SKU # 99606061 - 1 unit

SKU # 99645409 - 2 units

SKU # 99645410 - 2 units

Business

Response:

Our records indicate we received the customer's complaint through a different channel and have addressed their concerns.

Review: I recently went in to kohls in [redacted] and couldn't find the 3 piece far reward skillet advertised for 17.99. That was advertised. No one in the store could find one either. Web I'd is [redacted].

Also called store on Saturday oct 24 to find out if I could use a $10.00 kohls cash card that was two days expired and was told no. I went in on the following Monday and was told they could try to enter it into the register to try to redeem it but there was a power fAilure and the computers were down. I then gave the manager my kohl cash number and phone number and he said he would call me to let me know about

Redeeming the kohls cash. Never heard from him.

I have had a kohls credit card since the store opened and am a very good customer. Unfortunately I had a [redacted] removed recently and haven't rebounded fully.

I would like to be able to use the expired kohls cash in the amount of ten dollars.

Thank y,ou.Desired Settlement: I would appreciate a store credit for 10.00

Business

Response:

We regret to learn that the advertised item was not

available when the customer visited our store. 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. We apologize for any disappointment.

Additionally, we regret to

learn that the customer was unable to redeem their Kohl's Cash before it

expired. Once the redemption dates have passed, Kohls.com and our store

registers will no longer accept Kohl's Cash. In the past, stores may have made

an exception to our policy to honor expired coupons; however, going forward

this will not be the case and our policy will now be enforced. Regrettably, we

are unable to accommodate the customer’s request to honor the Kohl's Cash. We

apologize for any inconvenience.

Consumer

Response:

Kohls did not properly address my request at the time of the special items I was requesting . Sales people were not forthright about the item not being available. Also I was told I could cash in the $10.00 kohls cash even if it was a day late and when I brought it to the store there was a power outage. I gave the data to a manager at the doorway and he was supposed to call me back and never did.this is about professional courtesy and customer loyalty. I have heard negative comments from others about kohls having wickedcustomer courtesy profile and now I can believe it. I have been a faithful shopper with kohls for many years and now I feel I get the run around. Very disturbing.

Business

Response:

As previously stated, on occasion, an item may out-sell our expectations or we may not receive the anticipated stock amounts from our vendors. In addition the selection of merchandise may vary by store. Once again we apologize the desired merchandise was not available.

Review: On November 30, 2015, I ordered shoes from kohls.com. After completing my order, they advised the item would be delivered between December 4 and December 11. On December 5, I received an email stating "Your Shipment Is On Its Way" with my order and tracking numbers. As I tracked the package throughout the week, the status remained in "Order Processed: Ready for UPS". On December 10, I called Kohls customer service to check on my status as I have had coworkers who have had similar issues with Kohls.com creating the label for the package and the package not being sent. During that phone call, I spoke with DeAngelo who advised me that he couldn't open a case as they still had one day to meet the delivery time and "the package could be out for delivery as we speak." He also advised that UPS probably hadn't updated their tracking information as it is a very busy season. I wanted the issue resolved as I knew I wouldn't be able to call for another week after the 10th. There are several problems with the way this was handled, probably the most concerning is that he was blaming UPS, a completely separate entity, for the error and not Kohls. I was finally able to contact Kohl's this morning, December 21, and was advised that they would cancel my order and refund my money as the order never shipped and the shoes were no longer in stock. After I requested to speak with the manager, the manager advised that Kohls warehouse, not UPS, created the label and my package was lost. This was even more frustrating as when I had originally called, Kohls was not at fault, UPS was. The reason I had chosen Kohls rather than DSW to purchase these shoes is that I had a $25 merchandise credit. I had a $10 rewards coupon from DSW, but it has now expired so I will have to pay full price. This whole experience has been more than frustrating. The manager at Kohls this morning was only able to offer me an apologize, refund my money and assure me that I would be getting the $25 merchandise credit back in the form of an email, and they would honor the 20% discount I had received on my previous order on a new order should I choose to order a new pair of shoes. I wouldn't find this process nearly as frustrating if the person I had spoken to on the 10th hadn't blamed another organization for the tracking information not being updated and if I hadn't received an email that clearly states my full order has shipped. The only solution that was provided to me was picking out a new pair of shoes and having to call back to have the discount applied. I felt that this was not a big concern for Kohls and the responses I received from the Customer Service staff were very automated and not genuine. They need to get their online order/shipping area straightened out as it is very misleading and frustrating for the consumer. I have never had any other problems from other businesses when it comes to online shopping and shipping.Desired Settlement: I would like contact from someone other than a supervisor in the customer service department who won't sound like they are reading off a list of "talking points" to explain to me why the first person I spoke with on the 10th wasn't able to help me in addition to an explanation of why this whole experience has happened. Also, while I understand that I paid for part of this purchase with a gift card, I would like the full amount of the purchase applied back to my credit card so I can purchase these shoes at a different store.

Business

Response:

Regrettably we are unable to locate the customer's order. We have processed a return for Kohls.com order #4274587492 on 12/28/15. Part of the refund was processed back to the customer's VISA ending in 1955, and the other back to a Kohl's Merchandise Credit. We advise our customer to allow 10-14 business days to receive this. Any complaint filed through the Revdex.com will be answered through that channel. If the customer would like to speak with someone directly, we advise they contact us at 855-564-5704. We apologize for any inconvenience.

Consumer

Response:

Review: They FALSELY advertised a Hot Wheels Ring of Fire case on their website that I ordered. The case, which I screenshot the picture from the website and what I actually got. The website shows a picture with the label saying that it holds up to 75 Hot Wheels. The one I got on the same designed label says, holds up to 40.Desired Settlement: Now Black Friday is over and for me to order the product elsewhere and have it before Christmas so I can send it with the rest of his presents will cost me more. Just send me the product that is advertised!

Business

Response:

Our records indicate we received her complaint through a different channel and have addressed her concerns.

Business

Response:

Our records show the customer was contacted an Advisor in the Executive office. The customer was advised to keep the merchandise and a return credit was processed. Additionally, the customer declined the offer to process a new order.

Consumer

Response:

I was called by another representative and told to return the merchandise. I don't want anything from Kohl's. I want a record showing they FALSELY ADVERTISED so that other consumers are warned that you can't trust their website. etter Business Bureau:

Review: I ordered a mirror in March 2016. It was delivered to an address in New Orleans, Louisiana on March 29, 2016. We live in Pewaukee, Wisconsin, and the rest of our order was delivered to us, so I don't know why the package had a New Orleans address. After finally convincing them them that I did not receive something that was delivered to the wrong state, on April 4, 2016, online customer service said they would issue a refund, which takes an average of 7 days. We still had not received a refund, so we followed up again. On April 20, 2016, Kohls online customer service said that the refund was coming. We still have not received it, and every time we ask online, they just say it'll be an average of 7 days, but we've been waiting since April 4th. We had to pay our credit card bill with the money because they have not issued a refund.Desired Settlement: We want our money back! Our order number was #4820629965

Business

Response:

We apologize for the inconvenience with Kohls.com Order 4820629965. We have processed a return for our customer. We have mailed out a Kohl's Merchandise Credit in the amount of $8.55 on May 11, 2016 and applied a credit of $67.27 to her Kohl's Charge ending in 4015. Please allow 3-5 business for it to post to your Kohl's Charge and 7-10 business days to receive the Kohl's Merchandise Credit via mail.

Review: During the Black Friday week of 2015, I purchased a shaver set at Kohls that comes with a rebate.

I sent the rebate following all the instructions. The rebate was approved on 23 December 2015.

The rebate can be tracked at www.kohlsrebates.com with tracking number 710524712.

It has been well over 3 months, and no payment was sent. I've contacted the rebate many times, and the service that I received is absolutely terrible. All they say is that they have a delay sending out the rebate, but they are unable to give me a firm date. The last 2 representatives were very rude, they closed the chat even before I finished complaining. They were very clear that they don't care if I complain about them to Kohls. They don't value the business with Kohls. In the last chat, I tried, for FIVE times, to get the legal name of the business behind this rebate so I could research about them, and they explicitly denied to give me this simple information! How absurd is that! I can't even know who is late to send my payment!

It is just an absurd. How Kohls does business with such company, it's extremely surprising. They are probable giving me a hard time until I forget about it and they keep the money. I'm not sure how much Kohls is involved in that process, as the rebate was not afraid when I told I was going to complain to Kohls Headquarters.

I'll stay away from Kohl's rebates, and I have to tell you that this has damaged your reputation, a lot.Desired Settlement: Immediate payment. I've spent already a lot of time trying to receive this payment. Enough. Plus, if you care about your business, you'll immediately stop doing business with this rebate processor. They don't care at all about their partnership with Kohls.

Business

Response:

Upon further review, we would need more information from the customer, if possible. We would need to know the amount of the rebate the customer is expecting initially so we can attempt to resolve our customer's inquiry. We apologize for the inconvenience the customer is experiencing due to the delay of the rebate.

Consumer

Response:

Review: I placed an order with Kohls.com, the next morning I realized my order was going to an old address on file not the updated billing/shipping info from my CC. I called and tried to change the address as NONE of the items had shipped. Kohl's refused to do anything, UPS can only change the delivery address with permission from the shipper. Over $400 in merchandise was delivered to a house, 8 hours away, that I no longer live in and was told to contact whoever lives there and have them refuse the package. UPS delivered and I am now fighting to get a refund . Worst customer service. I have spoke to 7 representatives, 3 "supervisors" and hung up on twice.Desired Settlement: I would have preferred the easy solution, for Kohl's to simply put in the UPS request to change an address, but now that my merchandise/Christmas presents have been delivered to someone else. I would like a refund

Business

Response:

Our goal is to ship orders as quickly as possible. 30 minutes after an order is placed, we are unable to modify the shipping address. This information is listed on Kohls.com. We are unable to accommodate the customer's request to refund Kohls.com order #[redacted], as the shipping information is not an Kohl's error. We advise the customer contact the individual at the residence to retrieve the merchandise. We apologize for any disappointment.

Review: Hello and hopefully you can help me. I had a package sent online to me but it was billed to my new address and sent to my old address. No one can find the package and I have tried many times without luck to solve the problem. Kohls has a deaf ear to my complaints and still wants to charge me for an item I never received. When I realized the error I tried instantly to correct it but they have their "rules". I am going through breast cancer treatments and can not cope by myself with this anymore. Please help me :)Desired Settlement: I just want my bill corrected and no longer want the item . I intend to cut up my credit card with Kohls because of the horrendous customer service. There is very little understanding and courtesy Thank you

Business

Response:

Upon further review of Order 4506818779, it appears the

customer contacted us in regards to the address one hour after the order was submitted.

On our website, it does state there is a

30 minute time frame for order modifications. Unfortunately, since this was not

a Kohl’s error, we are unable to issue a credit as requested. The customer is

still responsible for Order 4506818779. If either of the items are returned to

Kohl’s, we will be happy to apply the credit towards the customer’s order.

Consumer

Response:

Thank you for your prompt service it is very much appreciated. They say that the 30 minutes was expired and that is true but the problem arose because I put in my order online at 5:38 a.m. and immediately called customer service when I realized they were sending my package to my old address and billing me at my new one. Customer service doesn't open until 8 a. m. and they were deaf to my problem. If they take orders before they open customer service then why don't they have a warning that I would not get the same service that someone else gets if they order @ 8 a. m.or later. I have sent many e-mails to Kohls and Fed ex and called many times each place. You are my last resort thank goodness for you. Please help me settle this as I have done everything I can to fix this and they are robotic and callus too. Thank you so much.

Business

Response:

While we aren't open 24 hours a day, during the checkout process, the customer does have the opportunity to review the shipping information twice. Once, when they are ready to select the shipping address and again, when they are reviewing the order prior to submitting the order. Unfortunately, this was not a Kohl's error.

Consumer

Response:

Thank you for your continued help. I ordered 2 pairs of boots online to Kohls at 5:30 a.m. I checked the billing address and continued to payment. When I checked the email message I was sent it had the wrong shipping address. It was my old address. I promptly called customer service and they were not opened until 8 a.m. When I called at 8 a.m. I was told I only had 30 min. to make changes. Well it wasn't possible since there wasn't anyone to talk to. I had the one pair of boots intercepted to Fed Ex and picked them up but the other pair was wrongly delivered to [redacted]. I am being billed for the boots even though I never got them. The tenant does not answer the door where I used to live so I have no way of fixing this. Fed Ex needs the fullfillment center to contact them and they won't. If I order at %;30 then why don't I have the same rights as someone that orders at 8 a.m. Then Kohls should make concessions for early orders. I have no service and that is terrible business ethics. Please can we fix this problem soon as I am having cancer treatments and really can't cope anymore with this. Thank you so much [redacted]

Review: It seems like everyone now a days has a very touching or a bad black Friday story, typically these stories center around rude and or pushy customers in over crowded stores all desperate for the assumed once in a lifetime sale. Our black Friday story isn’t necessarily bad, but touches more on the disappointing side of the emotional rollercoaster and as opposed to an unruly customer is was with our local Khols team directly.

We went to the Kohls location in Enfield Ct., we arrived just about 20 minutes after they opened their doors thanksgiving day and were amongst the first shoppers in the store. We reluctantly made the call to leave our family early to ensure we were their to get the door buster deal concerning the PS4. We headed directly to the electronics section in the store and for the life of us couldn’t find any hint of the PS4. After looking for 15 min we started to ask staff who sent us on wild goose chases to different parts of the store, each being a dead end. Finally a staff member told us we needed to get a ticket, but sadly they just sold out and we should have gotten there earlier. We decided to try andother location and called the [redacted]. Kohls, and after being on hold for 20 minutes were told they still had some in stock. We decided to drive the 25 minutes to [redacted]. Once we arrived we found an employee and asked and was told they sold out about a half hour into opening and couldn't understand why we would of been told they were still in stock. He did suggest coming back in the AM as there would be more stock, at all locations. We went to the Kohls this morning and when we got in we were told they sold out the day before.

The most disappointing part of this story is we would of easily have received the needed ticket had the staff been more trained to answer questions about the door busters, or had they placed signs indicating the necessary steps needed to purchase the PS4 deal. Even worse was being told to come in the AM and dealing with black Friday foot traffic, lines and frustration, just to be told no again. To be fair we did reach out to Kohls and they responded rather quickly, too look into the matter with each stores management. We feel an appropriate solution would have been a rain check for the product that we attempted to purchases from two of their retail outlets to no avail, not because of an error on our part but their part. Very Disappointed to say the least.

After going through Kohls facebook page, we easily found 10 to 15 complaints concerning the same issue, with different excuses given at each location. It seems that Kohls advertisement concerning the PS4 was a bait and switch, as few stores even had them in stock, and if they did it was one or two. Keep in mind Kohls had this sale on the front page of their Black Friday Flyer, it seems they wanted to bait customers in with this sale in hopes they would purchase other items once told their original item wasn't available.Desired Settlement: I feel Kohls should give rain checks to customers who sacrificed their holidays in hopes of a great deal that didn't exist.

Business

Response:

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.

Review: Never got gift card from company from a return was 108.24 support to send it in the mail and never got itDesired Settlement: Give me gift card 108.24 from return

Business

Response:

We are unable to address the customer's concern with the provided information. We advise the customer to attach a copy of the return receipt for further research.

Review: I made four orders to Kohls.com over the past three weeks to be sent to an address where my husband was visiting. I am currently in the U.K. and he was bringing them back to me where we are spending Christmas with all our grandchildren. They sent two of the orders to the correct address in Kansas City and sent the other two to my default address in Colorado. When I realised what they were doing I phoned immediately noticing that two were the incorrect address. Their agent immediately realised what had happened and said I could send them to KC to the correct address and they would cover the costs. Four different packages had to be sent for a total of $129.67. The first incident number with them was [redacted]...noting that the redirection had to be done. She told me they would cover the costs and I could just phone back stating the incident number with the amount. When I had the total amount I did so...I was given a second incident number [redacted] and they said it would go back as a credit to my account. I received my statement and no credit showed. I spent more than two hours on the phone with them today and they said that they now would not cover those costs. Their agent had misinformed me. I would not have sent them had I not been reassured that they would cover the costs. It would have been much cheaper for me to return all their packages and buy the items here in the U.K. I have been a Kohls.com shopper for years and spend good money with them. I feel betrayed -- perhaps by someone's incompentence in making the promise of reimbursement, but Kohls should honour what their staff agree to.Desired Settlement: I would like them to honour what their staff said they would do.....they have the incident numbers and can see that I was led to believe I would have those costs reimbursed.

Business

Response:

Our records show the customer was advised to return the merchandise from Kohls.com order #[redacted], and we would honor free shipping on a new Kohls.com order. The customer has been advised that we do not accommodate expedited shipping with carriers. The mis-ship was not due to a Kohl's error, and we are unable to comply with her request for a credit.

Business

Response:

We apologize if the customer received mis-information. We are unable to accommodate her request, and stand by our previous response.

Consumer

Response:

The very fact that they have admitted they will not stand by or honour what their staff said to me is an admission (and I think the two incident numbers I first forwarded support what I was told) that I was promised the forwarding postage to get it to the correct address in time. they are perfectly within their rights to correct their staff not to do so in the future, but I still hold any reputable company will stand by what was promised to a long standing customer of many, many, many years. They should show good faith in this promise. I have found them helpful and good service in the past, but in this case they sent the packages to an incorrect address and if I had known they would NOT cover the additional postage I would simply have had my sister-in-law return them and purchase elsewhere. the agents specifically told me, after checking with supervisors, that they would cover my postage to get the packages to the correct location in time for my husband to collect and carry back to the U.K. for Christmas. I repeat, I would NOT have forwarded those packages had I felt I had not been repeated reassured they would cover all postage. Thank you. Shocking that a company as large as Kohls would NOT stand by their word.

Review: On about October 22 I made a purchase on Kohls.com with $60 in Kohl's Cash and $28.94 charged to my credit card Order #[redacted]. On October 25 a package arrived with my name on it but with the wrong item and the wrong item's corresponding packing slip inside. I immediately called Kohl's to ask them to send me the correct item and collect the incorrect item. This phone call's reference number is [redacted]. Kohl's arranged to have the erroneous package picked up and would initiate a refund rather than sending the item I ordered. This refund was to include a separate email with a replacement non-expirable $60 Kohl's Cash voucher. The package with the wrong item was picked up on October 27, and delivered successfully on October 29, UPS confirmation #[redacted].

As of November 24 I hadn't received my refund, nor my Kohl's cash, an entire month later. I used kohls.com's live chat feature to file a new request for my refund. This chat's reference number is [redacted]. promised that I would be receiving my refund.

As of December 8 I still didn't receive my refund. I called again and demanded my refund. This phone call's reference number is [redacted]. Again I was promised a refund. Today is December 12, 48 days after my first complaint and promise of a refund, and I still haven't received my $28.94 back on my credit card or $60 unexpirable Kohl's cash.Desired Settlement: I need my refund as a check because I canceled the credit card used for this purchase due to fraud. As a courtesy for all the hassle Kohl's put me through, my $60 Kohl's cash should also be included in the check because I am not interested in returning to Kohl's when they don't understand how to responsibly handle money.The grand total check I expect is $88.94.

Business

Response:

Our records show a return for Kohls.com order #[redacted] was processed on 12/11/15. Part of the return was credited back to the customer's VISA ending in [redacted]. If the customer states she no longer has this card, we advise they contact their financial institution directly for assistance. The Kohl's Cash coupon used on the order was returned back to a Kohl's Merchandise credit sent via mail. We advise our customer to allow 10-14 business days to receive this. We are unable to comply with the customer's request for a check. We apologize for any inconvenience.

Review: Order # 3374535289 sent to wrong address

4/28/15 - Order #1738613900 & Incident# 150502-021619 --> Random order shipping to some unknown person in Texas. After several complaints. Customer service assured that my account is not compromised it was some error in mailing and I can confidently use the account.

10/27/15 - Order #3374535289 & Incident: 151101-022478 --> I placed the order but somehow the same above shipping unknown texas address shows up again. Called customer service several times before the item was delivered to the wrong address but alas poor service and wrong information & false promise to rectify everything but ultimately I am getting charged for no fault on my side.

I am using kohls online shopping after getting assurance from customer service that my account is not compromised and it is safe use but now it looks like my account is in fact compromised.

When I called customer service to stop the shipment before it was delivered they refused to do so

I did what I could on my part. It is not right that I get penalized. I want my money back.

I have given order & incident information above & let me know if you have any questions. Please refund my money as soon as possible.Desired Settlement: Need refund

Business

Response:

We are unable to accommodate the customer's request for a refund for the provided Kohls.com orders. If the customer states they did not authorize the Kohls.com orders, we advise the customer to dispute the transactions with their bank directly.

Consumer

Response:

Review: I have purchased an order over $120 after tax; therefore, I have earned $20 Kohl's cash with this purchase. Unfornately the product did not meet my expectation so I had to return it, I was given $22.50 less than what I had originally paid. The reason given was I had redeemed my $20 Kohl's cash in a different purchase, so I was refunded less the $20 plus tax. In that purchase that I has used my Kohl's cash, the Kohl's cash was marked as a discount off the merchandise, giving it a lesser return value (i.e. The product's price is $59 and with Kohl's cask the refund value is $59-$20 Kohl's cash =$39 will be refunded if return). With that said, since $20+tax was deducted from my initial refund causing me not able to get a full payment back to me and now you are applying the $20 Kohl's cash as a discount and not as a payment in the next purchase; if my second purchase failed my satisfaction and I needed to return them I will only be getting $39+ tax. What happen to the $20+tax that I lost during the first transaction? If I return the second purchase and only get $39 back then I am losing my initial $20 plus another $20 during the second return, total of $40 missing! You are doing a tricky business to steal monies from your customers! We did not 'earn' $10 Kohl's cash for every $50 spent because we had to paid for it. With many retailers, the earned amount will be applied as a payment method (or store credit) and not a direct discount from the subtotal, in order to prevent your customers to earn more Kohl cash in their transactions with less subtotal. My complaints are you did not provide a full refund to my initial purchase, with missing $20+tax and your system should apply the Kohl's cash as a payment and not a discount on the merchandise.Desired Settlement: I needed Kohl's to reimburse my lost monies during my returns ($30+tax) I did not get monies back and I should get that back. Please also change your claims about earning $10 Kohl's cash whenever spending $50 because we did not earn it we pretty much paid for it! ( the way you handle it makes it less obvious but that's true that we really did paid for the extra Kohl's cash when it was not refunded to us). Check DSW, when the shoe lovers earn DSW rewards cash there's no strings attach, you can spend it on anything as a payment on your transaction. Not to mention that you regulated that the earned Kohl's cash can't be redeemed until usually a week later (future dates) and gave only one week to use the Kohl's cash if we still remember to use it or did not lose it after that one week of waiting. Your method to make money is very dishonest and I really hope someone will do something to change it. Kohl's used to be my favorite store but your business definitely took a risky turn and your customers like me know it but I still want to give it a chance for improvement.

Business

Response:

Can a receipt for both purchase and return be provided, so we can research our customer's inquiry a bit further on our end.