Kohl's Corporation

Review: I called & placed an order with Kohls.com on Sat. Nov. 7th. I received an email confirmation of the order & 1) addressee was incorrect; 2) no apartment # was included in the shipping address. I called Kohls.com and spoke to another customer service agent as well as a supervisor. I was informed by the supervisor that he sent a request to the order fulfillment center to cancel the order that did not have the correct addressee's name or apartment #. He then placed another order with the correct information--I received an email confirmation of this. On Sunday, Nov. 8th, I received an email from Kohls.com stating that the order with the incorrect information was not cancelled as it had already been fulfilled. I then called & spoke to yet another supervisor & explained their mistake & asked them to refund the amount that was charged. He explained that they could not do that until they received the item back. The problem is that the recipient lives in an apartment building. Kohls.com did not put an apt. # nor the correct name on the package. I feel they should refund the amount to me as it was their mistake to begin with. They want the recipient to return the item but there is no guarantee that they will receive because of the incorrect name & no apartment # on the package. Furthermore, it should not be the recipient's responsibility to return this as they did not purchase it. I purchased it for her as a gift.Desired Settlement: I would like kohls.com to refund the amount of $24.54

Business

Response:

We have processed a return for Kohls.com order #[redacted] on 11/12/15, back to the customer's VISA ending in [redacted]. We advise our customer to allow 10-14 business days for the credit. We apologize for any inconvenience.

Review: I placed an order using the Kohls Kiosk on Sunday September 27th and prior to placing the order, the estimated arrival date was 10/3 to 10/6. Which was perfect considering I needed the item by October 9th for a wedding. I continually tracked the item until Tuesday when the item didn't arrive I called FedEx. Unfortunately FedEx could not provide me with any information as to the whereabouts, just that the item was in transit, it was shipped on the 30th and should have been transferred to my local post office by Monday October 5th. I decided to call Kohls to see if the issue could be resolved, or if the package had even actually left the facility. The first customer service rep (CSR) I spoke with was so rude and unhelpful, there were several minutes of silence where he just sat on the other end of the line no explanation of what he's doing, when I ask he rudely snarks about how he's trying to see if there is a store near me I can just go re-buy my item, as if I was supposed to read his mind and know what he was doing. I spoke with his manager who informed me I could repurchase the item and they would ship it over night, at no charge to me. I declined not wanting to repurchase an item which was supposed to be here already. After discussing with my husband I called Kohls back to re-purchase the item and have it overnighted so it would arrive to me on Thursday. I was then told that they couldn't overnight it without me paying for shipping, they could do two day but there was a chance I wouldn't receive the item in time since I needed it for a wedding and needed to leave by a certain time. I then speak to their manager and they inform me since the previous manager I spoke with didn't notate my account they couldn't honor the overnight shipping but offered to go "halfsies" to make me feel like they attempted to resolve the problem. I declined. I then asked for my original order to be refunded since no one could tell me where my package is and no one can tell me when it will even arrive. So now I don't have my item which I needed by tomorrow, and they refuse to refund me or tell me when the item will arrive. Disgusted with their customer service and lack of care for their customers.Desired Settlement: I want my original purchase to be refunded.

Business

Response:

Our records indicate Kohls.com order #[redacted] was delivered on 10/09/15 to the shipping address on the order. We apologize fro the delay and lack of customer service.

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.

"Sorry for lack of customer service" you and your business are disgusting. Package wasn't delivered I had to pick up at the post office. Fed ex was able to track down my package with no assistance from you whatsoever. I want to return the package as it was late. I will not be paying return shipping YOU WILL BE. Disgusting.

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

Regards,

Review: I purchased a Christmas gift on 11/30 from the Kohl's.com website. Received e-mail confirmation that the order was fulfilled and waited for my item to arrive. After checking the bogus tracking information provided by Kohl's I noticed on 12/11 the item still hadn't been shipped. Please be mindful that the item was to be delivered according to Kohls between 12/4 and 12/11. My first contact with their non American customer service was on 12/8 as the tracking information they provided was garbage. They stated that the item was shipped and would arrive no later than 12/11, so I waited. One 12/11 it never showed up so I called customer service again and was told their was an issue with the shipper and the item never shipped and now it is out of stock; so I asked for a refund. I was told on 12/11 a refund would be issued. Subsequently the refund never showed up so I called customer service again on 12/14 and was told once again that the refund would be issued. Then I receive an email today telling me I need to wait until the 18th because the item may have been shipped but they don't know. This is completely unacceptable and I just want my money back. I will never shop at Kohls again and will be sure to pass along the terrible experience I have had to hurt their business. Companies like this should not be in business.Desired Settlement: I want my money back and Kohl's needs to hire american customer service representatives. I realize that the executives for Kohl's think they deserve to make all the money the get but they don't and should be forced to spend some of their salaries hiring americans to d their customer service.

I haven't shopped with them much but know now that I will never shop with them again and will deter anyone I can from patronizing their business.

Business

Response:

We have processed a return for Kohls.com order #[redacted] on 12/21/15. . We advise our customer to allow 10-14 business days to receive this. We apologize for any inconvenience.

Review: On Nov 24, I placed an order on Kohls.com (Order #4180045690) and then received an email saying I had earned $75 in Kohl's cash. On Nov 30, I attempted to use the Kohl's cash online, but it did not work.

I called customer service and heard a number of excuses - there was a glitch in the system, etc. At one point, I was told that the Kohl's cash wasn't there and nothing could be done. Pressing ahead, I eventually talked to a manager and was given $75 in credit. The manager put through my new order, Order #4273613005.

This phone call took a total of 58 MINUTES of my time. The problem was entirely on Kohls.com end. The customer service rep acted like she was doing me a favor by eventually giving what was due to me.Desired Settlement: So I would like my resolution to be for them to send the remaining $39 in Kohl's cash they owe me in form of a gift card. (Not a refund or compensation)

Business

Response:

Our records show the customer redeemed the remaining Kohl's Cash on Kohls.com order #4307226168. We consider this [redacted]er resolved.

Consumer

Response:

Review: I NEVER FINALIZED THIS ORDER OVER THE PHONE ON 11/24. ANDY ALVAREZ THE CUSTOMER SERVICE REP ON THE PHONE WOULD NOT GIVE ME THE SALE PRICE OF $324.99 ON THE TV I WANTED TO ORDER AND I TOLD HIM TO CANCEL MY ORDER !!! HE PUT IT THROUGH FOR SPITE !! YOU CAN LISTEN TO THE PHONE CONVERSATION I HAD WITH HIM. ... I AM EMAILING CORPORATE .... DO A PACKAGE INTERCEPT ON MY 2 ITEMS !!!! Order #4178919713Desired Settlement: ISSUE PACKAGE INTERCEPT REFUND IN FULL

Business

Response:

Our

records indicate we received her complaint through a different channel and have

addressed her concerns.

Consumer

Response:

Review: On 3/23/16 I purchased Samsonite luggage from Kohls that advertised a $50 Visa Prepaid Card with your purchase of Samsonite Luggage or Accessories Purchase of $300 or more at Kohls. This influenced me to buy the original priced 28" upright luggage. It was showing a sales price lower than $300 but it appeared in the advertisement you were getting a $50 Visa prepaid card using the original price of $359.99. I have the picture to show this I will provide.Desired Settlement: I would either like the original advertisement to be honored for the $50 visa prepaid card or a store credit of $50.

Business

Response:

The customer would need to send in a rebate form, which has been attached in this response. It does state on rebate form to please allow up to 8 weeks to receive their reward in the mail. If it has been over 8 weeks, we would need a copy of the rebate information or a tracking number to research further on our end.

Consumer

Response:

Review: When placing my online order, I selected 2 day shipping and paid for two day shipping. When I received my confirmation by email only one item showed that it would ship 2 day all the other items stated it was being shipped standard time. I immediately tried to call and their phone lines were closed for the evening so I tried and online chat and was told they were unable to fix the issue. I proceeded to email kohl's and received the same response. I called their customer service and was told they would make a noteam on the order. I then received an email that a package had shipped (the one item that shipped 2 day) all the other itemsstill showed in fulfillment. I called customer service again since I require the items ordered for an event this weekend that I need the remaining items to ship. He (Albert) said he would forward my concern to his supervisor. I asked to speak to the supervisor and was denied. As of this morning my items still show in fulfillment so I called corporate and was forwarded to the executive offices which was a voicemail. I left a voice mail and have not yet.been contacted.Desired Settlement: I want the remaining items in my order shipped so I receive them by 12-11-15.

Business

Response:

We regret the customer did not receive her shipment in her desired shipping time frame. On 12/14/15 we credited Kohls.com order #[redacted] for the shipping cost, and the shipping tax back to the customer's VISA ending in [redacted]. We advise our customer to allow 10-14 business days for the credit to appear. We apologize for any inconvenience.

Review: I would like to file a complaint against Kohls Department Store for hot honoring a rebate. I purchased “Rachel Ray Cucina 12-pc. Hard-Anodized Nonstick Cookware Set” from www.kohls.com on December 2, 2015. The Kohls site listed this item as being eligible for $40.00 rebate and I purchased the item with understanding that I would receive the rebate but ultimately this did not happen.

I returned the rebate as instructed on 12/7/2015 and monitored the website www.status-now.com for the rebate. I called the status-now.com phone number ###-###-#### and was told to call back in a “few weeks” because there was high demand and they were slow processing the rebates.

I called on 1/20/2016 and spoke with a supervisor named Kelly at 4:42pm CT. Kelly said there was high demand for the Rachel Ray rebate and to call back on 2/1 to give them time to process the rebates. She also instructed me to fax the documents that I mailed on 12/7 to ensure that they received them.

I checked the status now site on 2/11/2016 and it showed that my rebate was being processed and that I should call the office if I did not receive the rebate by 3/13/2016. I called today (3/16/2016) to check the status of the rebate and was told by their customer service departments that I was not eligible to receive the rebate because they had a faxed copy of the UPC code and not the hard copy. Again i’d like to state that I mailed the physical UPC code to them on December 7, 2015… The supervisor Kelly told me to fax the copies of the documents to ensure that they got processed. I have followed all of the instructions to receive this rebate however they will not honor it which is not part of the plan. If I had known this from the start I never would have purchased this Item from Kohls.com

I would like Kohls.com to honor this rebate since it was advertised on their website. This www.status-now.com site has very little information and no physical address listed for correspondence. Their customer service representatives will also not provide an address or the name of an executive to escalate the issue.

I believe Kohls.com should not promote these rebates on their websites especially if they will not be honored.Desired Settlement: I would like Kohls.com to provide me with the $40.00 rebate or store credit that I deserve. I followed all the appropriate steps to receive it.

Business

Response:

Upon further research we are able to confirm that the

Rachel Ray Cucina 12-pc. Hard-Anodized Nonstick Cookware Set rebate was set up

and specific to the vendor of the merchandise. We advise the customer to

contact the vendor directly regarding the status and desired resolution of this

rebate. We apologize for any additional disappointment.

Review: Kohl's advertised their Black Friday sale to start online Monday, November 23 so I awoke extra early and went shopping online to avoid the in-store rush later in the week. Before checking out there were a couple of notices about a couple of items being sold out and I needed to remove them in order to proceed...I removed and then replaced with a comparable item...usually just a different color...and then proceeded to checkout and paid for my purchase.

While I am a loyal customer and have been shopping there for years I never receive email confirmations or shipping notices when orders ship...I just always go into my account and check status and track shipping so when I went in last night to check the status of my very large order...I was surprised to see that only a handful of items had shipped...most still remain "in fulfillment" status and some items are now out of stock. I placed the order a week ago tomorrow morning at 5:10 am...and while I realize that it was a holiday week...I did expect it to start shipping within a couple of days because of the holiday but because it is still "in fulfillment" status items are becoming out of stock when they've had my order for almost an entire week. That is beyond a reasonable shipping time..even during the holidays. Other companies that I placed online orders with later in the week have already shipped my orders...including a separate order from Kohl's themselves! So even though I had an estimated delivery date of receiving my initial order between the dates of November 27th and December 2nd...the majority of my order still sits!

I called Customer Service this morning and all I got was excuses as to why after placing an order within hours of sale prices being live...and their site is designed to alert when something is out of stock and you can't proceed until corrected...how was I allowed to order things that they claim were out of stock? These were Christmas gifts...and since their sale is now over I can't even drive 40 minutes to my closest store and hope to replace some of the items for the price I was told I was getting last week when I placed my online order. And the only thing I can get from Kohl's is apologies...and excuses. And frankly neither do me any good.

I posted a complaint on their Facebook page...where I discovered I'm not the only one who is in the situation...there are complaints piling up from people all over! Some placed their orders last Monday like I did...some just a couple of days ago...but everyone is being told their items are now out of stock! How can a company who knew months in advance what they would be running for the biggest shopping day of the year...and then this company decides to not just run the ad for a day but instead to run it for almost an entire week...how can they not be adequately stocked on those sale items? And then to treat customers the way they are treating everyone? "I'm sorry" isn't going to fix this...I'm out gifts I thought I had taken care of.

I do feel that this company knowingly and willingly attempted to deceive it's customers by advertising items for sale prices with an inadequate supply so that they could then upsell to a more expensive replacement item. And while they may say they couldn't prepare for the influx of orders...THEY made the decision to run that ad for almost an entire week...Monday morning through Saturday night...so it was responsibility they had to ensure they had adequate supply on hand so that this exact situation wasn't repeated over and over. These were not Thursday only "Doorbusters" with small limited quantities...they were advertised all week. The company had a responsibility to the public and they failed to meet it.Desired Settlement: I want the items I ordered...or comparable replacements for the same price.

Business

Response:

We regret to hear some of the customer's desired merchandise was canceled. . 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 and on Kohls.com.

Review: We placed an online order at night and didn't realize until the next morning that the package was going to the wrong address. I called immediately 9:30am and asked to cancel or change the order. I was told by multiple people that this can not be done. The address is across the country from where we live and do not have contact info to people at the address.

On top of that I was told that we will be responsible for paying for the order that totaled over $200. This is CRAZY.

This is by far the WORST customer service I have EVER seen.

We spend about $300 a month at Kohls. This will surely be dropped to $0 unless I talk to someone with half a brain. I hate dealing with STUPID people.Desired Settlement: I would like to be able to talk to someone that can fix this problem. If someone would have just cared enough to pickup the phone and call the shipping department I would be happy.

Business

Response:

We regret to hear of the customer's recent frustrations with Kohls.com. At this we advise the customer to reply with the Kohls.com order number for further research.

Review: I ordered a number of items online, November 23, 2015, and many of them had a $12 or $10 rebate but no directions on how to do the rebate. Today, December 21st, I wasted 90 minutes and 4 phone calls trying to get the question of how to process the rebates answered. Every customer service representative hung up on me! There is no customer service! I was sent to Central America and spoke to 3 representatives who did not know what Black Friday or Thanksgiving are. I spoke to an American, Stephanie, who could not pull up the Black Friday ad (I Googled it in seconds) and after 36 minutes she abruptly hung up on me and I was promptly asked to do a survey. Which I did. I scored Kohl's a 1 straight across the board. I called Corporate Headquarters and the operator would not listen for a second and just forwarded me to Manila. At that point the representative told me only Kohl's cards are eligible for the rebates so I told her to document on my card that I am returning the merchandise and cutting up my Kohl's card. I will no longer shop at their stores. Please note that I could not locate any notification that rebates only apply to Kohl's charge cards. The complete lack of honesty and transparency is completely unacceptable.Desired Settlement: I have a credit of $16.83 on my Kohl's account and I want to make sure I receive reimbursement of my overpayment.

Business

Response:

We regret the customer did not receive the anticipated assistance regarding her rebate. At this time we advise the customer to reply with all applicable rebate details so we may further research her concerns.

Review: In the Kohl's Black Friday newspaper add was advertised Sony Bluetooth Noise Cancelling Stereo Headphones for $69.99, regularly $149.99.

I purchased the Sony Bluetooth Stereo Headphones on the Kohl's website for $69.99, but what I received was different than the advertisement. The headphones were not noise cancelling, it was the one feature missing yet one of the most important features I was looking for. When my husband opened the headphones on Christmas I was very disappointed to discover they were not noise cancelling. I called the store and Kohl's.com customer service and they didn't even know they had the noise cancelling headphones. It was as if they never existed in the first place. Therefore, I was unable to obtain the right product. So I returned the product to the store and to top it off, the customer service rep reduced my reimbursement by $15 because I redeemed the Kohl's cash earned on the original purchase. I closed my Kohl's credit card account immediately at that time. I refuse to do business with a company that uses bait and switch and other tactics to trick people into buying.Desired Settlement: I would have liked to obtain the product I ordered because that was what my husband needed and now that Black Friday has long since passed, I have no other means of getting the product at that price. Kohl's store reps and Kohl's.com claims they do not have the Sony Bluetooth noise cancelling headphones.

I believe I am not the only one this has happened to. There are probably hundreds out there who bought the same thing and may not even be aware that the product they got is not what they thought they were getting.

Kohls needs to be more honest in their advertising and stop trying to trick people.

Business

Response:

The

following information is provided at www.kohls.com.

While Kohl's strives to provide accurate product and pricing information,

unintentional pricing or typographical errors may occur. Kohl's reserves the

right to correct any errors, inaccuracies or omissions and to change or update

information (including, without limitation, information related to text,

pricing, availability and product descriptions) at any time without notice

(including after you submitted your orderand confirmation was received). Our

records indicate the earphones were returned for a full refund on December 30,

2015. We apologize for the inconvenience our customer has experienced.

Consumer

Response:

Review: I tried to place an online order on kohls.com on Sat. 4-16-16, and got an error code when trying to enter my unexpired rewards. I called customer service the next day (4-17-16) and was told my rewards wasn't expired. My kohls cash was, but was still in the 10 day grace period to use. Then was told I couldn't use it online, only in the store. Due to recent rain and flooding, making roads impassable to my 2 nearest kohls stores, I am unable to shop in person and asked them to find a way to apply it online. The supervisor was on another call and I was told they would call me back and they verified my phone number. They did not call me back. I called again on 4-19-16 and was told once again I couldn't use the expired kohls cash even though it is within the 10 day grace period, because I was attempting to place an online order and had to use it in store. The area is flooded and shopping in store isn't currently an option, my 10 day grace period will expire before I can shop in store. Also when I first tried to place my order online 4-16-16 and called customer service on 4-17-16 my order was eligible for kohls cash ($120.00) and now that I did not receive a call back and still have been unable to place my order or shop in the store, the earning period for kohls cash is no longer available. 4 days after first trying to place a $700 order I have been unable to get the help I need and now it may not even be worth placing the order.Desired Settlement: I would like to apply my $40 kohls cash to my unplaced online order because I can't physically go to a store and shop. I would also like the kohls cash ($120.00) I would have gotten if I had been able to place my order on 4-16-16, or 4-17-16 when I attempted to do so several times and called customer service, yet did not receive a call back. I would like improved customer service, I normally don't have these issues with kohls and in the past thought they provided excellent customer service. If a kohls representative could call and assist me in placing this order that would be great.

Business

Response:

Upon review of our customer's concern, it

appears we have extended a courtesy in the past on March of 2016. We did advise

our customer it was a one-time courtesy. A supervisor did speak to her local

store and the store offered to extend the redemption date ten additional days.

Kohl's has the Kohl's Cash earning promotion currently until April 30, 2016, in

which she can earn Kohl's Cash as well. We apologize for any inconvenience.

Consumer

Response:

I don't think I'm a "most valued customer" after this experience. Not being able to use my Kohl's cash in store due to flooding in our town and surrounding areas and simply wanting to use it online to apply towards a large order didn't make sense to me and I thought it was poor customer service. Adding in that a supervisor I spoke with that viewed my order, deleted the entire 36 items and put in a set of cookware in my cart did not help this situation either. This entire experience wasted much of my and my families time and was frustrating for all of us.

Business

Response:

Once again, we

regret to learn of our customer's disappointment. We stand by our previous

statement, and consider this matter closed.

Consumer

Response:

Review: Order had 7 items and all 7 items were returned to the Fontana store in CA. Credit was issued for 6 out of 7 items. Error was detected on 4/4/16 and reported immediately to kohls customer service. Spoke with Lestat, who informed me that credit will be issued. 4/5/16 received email from [redacted].P. who demanded for tracking # for returned items. There's no tracking#. All items were taken back to the store. Called corporate. Spoke with Natasha. Stated that credit will be issued. 4/6/16, received email from Cristina A. who demanded for screen shot of return receipt. Kohls has this habit of receiving items in the store and not give credit for it. This happened to us last year. Store supervisor called after about 2/3 days, apologized and stated "don't know why items were not scanned correctly. Corporate office will issue credit since the store can't." 4/6/2016-Called corporate. Spoke with [redacted] who in the middle of talking hung up on me.Desired Settlement: Refund should be issued for item the store has in their possession.

Business

Response:

Upon review of our customer's Order 4843392029, it appears the full return amount was short by $24.95. All items were received from the order, but the full credit was not issued. We did apply a credit to the customer's Kohl's Charge ending in 4274. The customer will see that reflect on their balance within 3-5 business days.

Review: Kohl's has listed a Sharper Image SOGO Self-Balancing Scooter Item, product ID 2385046 on their sale circular as well as on their web site. When I attempted to purchase it says it is out of stock online. I also looked for store availability which also shos as not available. My complaint involves how they can have something in their sales circular and yet they are out of stock even though the sale hasn't even started yet. The store doesn't open on Thanksgiving until 6pm so it can't be that they sold out already. I called the toll free number for kohls and the representative was unable to find ANY inventory in any store. To me this is a classic example of false advertising to get us into the store to buy an item they obviously do not carry.Desired Settlement: ideally I would like to be able to purchase this item, if and when it becomes available.

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. Regrettably, at this time the product is no longer available. We apologize for any disappointment.

Consumer

Response:

Review: On 11/10/15 I purchased a HP laptop that was on special as a Christmas gift. Once the laptop was opened on Christmas, the product was found to be defective. It did not turn on. The purchase was put on our Kohl's credit card and that card balance was paid in full before the gift was opened for Christmas. Between the time of this purchase and Christmas, there were other retailers that offered this same product for less money. I decided not to return the laptop for the savings because I thought Kohl's would stand behind their products. This laptop was a Holiday or "Black Friday" type of product and it does not appear that Kohl's will carry this item again in the near future to be able to replace the item. They were also not willing to refund the entire purchase amount due to Kohl's cash that was issued from this purchase. Essentially, I was left on Christmas with a dead product and a company unwilling to refund my entire purchase amount in a timely manner. Since the product was purchased on their charge card and was already paid in full, I was told I would have to wait 60 days per their card agreement to get my money refunded. This laptop was needed for the individual I purchased it for to be able to find a job. Time is valuable in this situation.Desired Settlement: I contacted Kohl's customer service to get an exchange started. I was told the item is no longer in stock and that I would have to wait for product to be replenished. They would not give me an estimate on when it would be replaced, if ever. The first rep, Kristy 75114, would not transfer me to a Supervisor after I repeatedly asked. The 2nd phone call I spent approximately 2 hours being put on hold and transferred Manager to Manager. The 2nd Manager I spoke with told me "why didn't you purchases the laptop from Best Buy then?". After being escalated to the 3rd Manager who sent an email to their Corporate Resolution Center, I rec'd an email the next day containing typos saying that I could return the laptop for a full refund. I would like this product replaced ASAP with the same product or with a comparable product. I can no longer purchase a laptop on a holiday special now that the sales are over. Kohl's customer service reps told me they are not willing to send me a replacement because all they have in stock are laptops with price points that are way above what I spent.

Business

Response:

We apologize for the defective laptop. Upon review, we can confirm that a full refund was issued to the original method of tender. If this refund creates a credit balance on a Kohl's Charge account, we kindly ask the account owner to contact us directly at ###-###-#### to request a credit balance refund check.

Consumer

Response:

On Tuesday, January 26, 2016 11:25 AM, [redacted] <[redacted]> wrote:

Review: Original complaint (10/29):

I received item #[redacted] yesterday with only 5 of the expected 6 socks. I went online to look at stores near me, and one about 25 miles away might have it. I am very busy, and I barely have the time to call about this problem. I called this afternoon and received unacceptably bad customer service. First, I could not reach anyone. I received an automated voice message that no one was available. Then I received a message about technical difficulties. Finally, I reached someone. The connection was poor and at times her communication was a problem. Her accent was very thick, and I think she had trouble understanding me. I tried to tell her no less than 5 times that I was missing one sock out of my three pair set. She placed me on hold and kept telling me the status of other items. Finally, she seemed to understand my problem. She gave me two options - go to the store and exchange it there, or pay for a new pair. The store near me (around 25 miles away) doesn't even guarantee to have the item in stock. I don't understand why I have to go through the trouble of shipping back the item and paying for a new one. This is not a problem that I caused. I would be fine returning the previous item to a nearby store and receiving a replacement item - free of charge - sent right way, but I was not given this option.

Reply #1 ([redacted]. (10/30)):

I sincerely apologize for the inconvenience that this has caused you. Let me take this opportunity to help you with your concern. Rest assured that I will do my best to make sure that this is properly taken care of for you.

I see that your beautiful SO® 3-pk. Low-Cut Socks - Women is now in Post Office. Please contact the Post Office to check if they still have your package. The estimated date of delivery will be on between October 29 and November 03, 2015. Standard shipping through Kohl's takes 3 to 6 business days from the date ordered within the 48 continental states. (Why does the post office matter? I already received the item with a missing sock.)

Reply #2([redacted] 10/30)): I wish to extend our apology for your recent experiences at Kohls.com. At Kohl's we strive to have our customers 'Expect Great Things' and we want to know when you feel we have not lived up to that expectation.

I advise you to keep the item and I will process credit for the item with SKU [redacted]. Please be reminded that once this case is approve, the credit will reflect back in your Charge Account in an average of seven days.

My Response (10/30):

Is it possible for you to send me a new item - free of charge? I don't really want the credit, I want the item. The order, however, was mainly Kohl's Cash, and I bought the item on sale (5.99) with a discount (30% off) (with free shipping). I am worried that if I reorder the item, I will end up paying more than I did originally.

Reply #3 ([redacted] 10/31)

I do apologize for the inconvenience, however we can replace the item and it will still be charge in your account. No worries, once we replace the order, we will make an accommodation with the same price from your first order, So that, you wont pay for the new order anymore because you will receive a full credit from the first order and we will also waive the free shipping since we cost a inconvenience in your order.

My response after not hearing anything further (11/2):

I just wanted to follow up on my case. Has a replacement order been placed/sent for my order with a missing sock? Am I supposed to return the previous order? (I was previously instructed to keep it.) I really just want my socks - with three complete pairs. I am concerned that this issue has been so hard to resolve.

Reply #4 ([redacted] 11/3):

Sorry we are unable to to ship the item, as what the previous agent said, I advise you to reorder the item, with the same price and free shipping.

(How am I to adjust the price? The item was on sale when I bought it. It is no longer on sale. Also, I can't just give myself free shipping.)Desired Settlement: I just want a free replacement set of socks. They are already crediting me for the previous pair - I think? So I don't understand the problem. I don't need the refund. I would rather they just send me a new set of socks instead and forgo the refund. My biggest concern is that I don't want to pay more than I originally paid with the Kohl's cash, free shipping, and discount for an item that came incomplete.

Business

Response:

We have processed a return on 11/10/15 for the incorrect merchandise. We advise our customer to allow 10-14 business days for the credit . Regrettably, we are not able to initiate a new Kohls.com order on the customer's behalf. We are more than happy to honor the original price, as well as free shipping on a new order. We advise the customer to reply with their new order number, and we will credit them accordingly. We apologize for any inconvenience.

Review: On 12/04/2015 I called in and paid for an order. I was told at that time that shipping would be at the latest 12/17/2015. I paid $8.95 for shipping. When I saw by the tracking that my order had gone to 11 different fedex places all over the country and then sat in 3 different fedex offices from 12/15/2015 I began to call and ask both Kohl's and fedex why it was sitting in Mass for 8 days when I live in Ct. They offered me no explanation and told me they did not really even know where the package was.I was ridiculed for using fedex smartpost even though no one at kohl's ever told me I was using this cheap and unreliable service. I was then told they had no idea when my package would get to me and kohl's offered to resend it by one day mail if I PAID FOR IT AGAIN only to get a refund for the initial charges in 3 weeks!Desired Settlement: I want a full refund. Those were my kids christmas presents and I still don't have them and who knows if I will get them I have no money to go get them anything more. I am devastated.

Business

Response:

We have processed a return for Kohls.com order #[redacted]

on 12/29/15, back to the customer's Master Card ending in [redacted]. We advise our

customer to allow 10-14 business days for the credit. 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.]

Review: I placed an online order on Black Friday. I have never received my order. One of my items was cancelled due to not in stock, I was not notified by email I found out through the tracking process. My next item has never been delivered, I have called multiple times to customer service and email I still have not received my full refund.I will never order from Kohl's online again the customer service representative offered to give me a 15% off on my next online order to make everything alright this is unacceptable I want my full refund refunded back to my Visa card thank youDesired Settlement: I want a full refund refunded back to my Visa card. I also want to speak with someone from your company regarding the waste of time and effort I have had to put into this process to receive my refund.

Business

Response:

We regret to hear of the customer's recent Kohls.com frustrations. Our records show return credits for Kohls.com order #[redacted] were processed on 12/10/15 and 12/12/15, back to the customer's VISA ending in [redacted]. We advise our customer to allow 10-14 business days to receive these.

Review: On January 29rd 2016 I purchased 5 appliances from Kohl's.com, order number 4723633877, that entitled me to a $50 prepaid visa card supplied by Kohl's. After supplying the proper rebate form, rebate receipt, and barcode labels, I received notification from Kohls that my rebate was valid and was processed on February 28, 2016. This is what they sent me:

$50.00 Prepaid Card

Rebate Information For: 720356180

Promotion: Receive a $10 Kohl's Visa Prepaid Card with the purchase of select products (Multiple SKUs) at Kohl's or Kohl's.com.

Submission Type: MAIL-IN

Date Received: 02-28-2016

Status Detail: Your rebate is valid. Please allow up to 30 days to receive your rebate.

The rebate says "please allow 30 days to receive your rebate. On March 29th, 2016 I contacted Kohl's web chat and they told me to give it 2 more weeks which I did and re-chatted with them on April 14th, 2016 and again a web chat representative told me to give it another 2 weeks. It has now been a total of 8 weeks since the rebate was declared received and valid by Kohl's. That is the longest amount of time it was suppose to take. Even the paper rebate itself says up to 8 weeks. In any stretch of the imagination the valid prepaid visa card that I am owed by Kohl's is past due. I would like it provided to me immediately with tracking so I know it has been shipped instead of the run-around that it will be another 2 weeks.Desired Settlement: To receive my $50 prepaid visa card.

Business

Response:

We apologize for inconvenience the customer experienced due to the delay in processing his rebate. Upon review, we can confirm a prepaid $50.00 Visa gift card was processed on April 23, 2016. Please allow 7-10 business days to receive via mail.

Consumer

Response: