Kohl's Corporation

Review: I made the pick-up order via kohl's.com, but missed the pick-up deadline. The order then got cancelled. However, I only got the partial refund back to my kohl's charge. I never received the merchandise credit that should be around $80 and mailed to me. I've had emailed and chatted online with Kohl's agents multiple times. They said I needed to go to store because they couldn't handle it online. I called the store. The store associate said they couldn't process online order refund. This has been so long and wasted a lot of my time. Please fix it asap.Desired Settlement: Send me the refund.

Business

Response:

We apologize for the inconvenience the customer experienced

due to not receiving her Kohl's Merchandise Credit. Our records indicate we did

mail our customer out a Kohl’s Merchandise Credit to the billing address listed

on the order on February 06, 2016 in the amount of $75.00. We verified that the

Kohl's Merchandise Credit still reflects a balance on it. We processed a

request to mail out another Kohl’s Merchandise Credit to our customer on May

09, 2016. Please allow 7-10 business days to receive via mail.

Review: I called a placed an order with Kohl's customer service agent named "[redacted]". He placed my order, took my credit card info. and confirmed sale had went through. A week later I called Kohl's to find out the status of my shipment. I was only then notified my order had been cancelled. I spent over 40 minutes on the call and was never given an answer why my order was cancelled. After speaking to several agents I was offered to place the order again at the sale price. The service agent named " [redacted]" took my information and my credit card information only to tell me and the end of the call that the item I was ordering was now out of stock! I requested to speak to a supervisor and was only given excuses why I could not speak to a supervisor. In the end I was told a supervisor would call me back which they did not. Talk about poor customer service.Desired Settlement: I would like Kohl's to honor the sale price I originally purchased the item for and receive the $150 Kohl's cash I was also due to receive with this purchase. I realize the item is out of stock now, but I am willing to wait until it comes back in stock so long Kohl's honor's the price.

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 regret to hear the customer's desired merchandise was not available. We are unable to accommodate the customer's request to honor the Black Friday prices, and Kohl's Cash at a later date. We apologize for any disappointment.

Consumer

Response:

I am not satisfied with Kohl's response about order processing. I would expect they should at least offer a substitute item that is similar in cost/style to replace the item they cancelled. Again the order was cancelled after verbal confirmation with one of their sales associates. The order was not cancelled at the end of order processing with the sales associate as would be expected as Kohl's states this is when you sometimes find out an item is not available or their was a problem with your order. Order was place and verbal confirmation given over the phone. The order was cancelled sometime after (time frame unknown) and again for no apparent reason. thank you.

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. As previously stated we are unable to accommodate the customer's request to honor the Black Friday prices, and Kohl's Cash at a later date. We apologize for any additional disappointment.

Review: On May 2015, my daughter gave me a $30 Kohls giftcard for my birthday. I thought I could use the giftcard to make a payment to my Kohls Credit card and sent my other daughter to the Kohls location

700 W 49th St, Hialeah, FL 33012

Phone:(305) 698-3539

My daughter handed my Kohls C.card and the Giftcard to the cashier stating that she wanted to make a payment. It seems that the cashier understood that my daughter wanted to buy a giftcard for $30. Well this cashier tried ringing up the giftcard that my daughter gave her but soon realized that there was a problem and the register wasn't taking that giftcard. (The reason it was not taken is because that giftcard was already activated for $30)The cashier then tossed my birthday giftcard and grabbed a new one charging a $30 giftcard to my kohls C.card. At this point my daughter leaves and does not realize what had happened. When I receive my June bill is when we realize what that cashier did. I went to the Kohls store right away and spoke to the store manager who reviewed video and saw exactly what I just narrated to you. He said that they will talk to the cashier and will replace my birthday giftcard and adviced me NOT to use the $30 rung in error because the value was going to be taken off. July, August, Nov, Dec came and I was still receiving bills from Kohls. I went again to the store and was told that they were still investigating. Well Its been almost a year and I keep getting bills from Kohls, my birthday giftcard was never replaced and I have a $30 giftcard rung in error that I was told not to use.

Dear Kohls, I am a 73 year old senior woman that does not speak english very well and I feel that your company took advantage of that and thought I was not going to do anything about it. Well I had my daughter call your customer service Dept 3 times and the 1st time was told that I will get everything refunded but I am still waiting. They opened a dispute for the $30 charged in error and I even faxed a copy of my ID to proof I did not sign for that purchase but was told that the result was not in my favor, and that there was nothing else they could do for me.

That's why I decided to have my daughter send you this complaint and see if this is the only way it can be solved. I apprecciate the time you have taken to read this long letter but it was the last resource.Desired Settlement: Replacement of my $30 birthday gift card that cashier lost.

Remove $30 giftcard charged in error to my Kohls Credit card and remove all finance/late fee charges since May 2015 up to now.

a total of almost $97 due back to my Kohls acct.

Business

Response:

We apologize for the inconvenience and frustration the

customer experienced on June 11, 2015 at the Hialeah Store. It appears we did

reverse the $30.00 transaction in question on the customer's Kohl's Charge

ending 6039 on April 19, 2016. Please allow 5-7 business days for the credit to

post to her Kohl's Charge. We do not accept Kohl's Gift Cards as payments on

the Kohl's Charge. Although you cannot

make a payment using a Kohl’s Gift Card or Kohl's Merchandise Credit, payments

can be made at every Kohl's store using a check, cash, or money order. Payments can also be made using Kohl's Cares

Gift Cards, which are Gift Cards sold by non-profit organizations as part of a

fundraising program. Payments can also

be made through our automated telephone system or online through My Kohl's

Charge by using your bank routing number and checking account number. We are more

than happy to send the customer a $50.00 gift card for the inconvenience and

frustration, as well as a replacement for the original that was not redeemed at

checkout on June 11, 2016.

Review: I sent my finance to Kohl's tonight to pick up Keurig Coffee Maker before we was supposed to leave to go out of town tomorrow. I sent him the thirty percent of coupons over the phone and he rushed off to go and picked it up and forgot to get my credit card to paid for the purchase. He asked for the manager to see if he would approve for him to used his debit card for this purchase and Mr. Jeffrey [redacted] told him no. He then called me and I asked to speak to Mr. [redacted] and he told me I should make him an authorized user on my card. I told him I have used my debit card in the past with the coupon and got the approver from a manager because I had paid off my credit card and it was at that store. I think this is being discriminated.Desired Settlement: I now have to drive back to the store and pick up these items because of a inconsiderate manager that wouldn't approve my finance to used his debit card. This is gas wasted.

Business

Response:

We apologize for any confusion, but this coupons states ‘30%

Off When You Use Your Kohl’s Charge.’ While other coupons may allow for multiple

forms of tender, a Kohl’s Charge must be used as the tender for this particular

coupon.

Business

Response:

We are happy to hear one of our stores was

able to accommodate our customer in this situation. We thank the customer for

her feedback on her experience.

Consumer

Response:

I feel that we should be compensated for having to travel to a difference store to get the merchandise we wanted because the store that's less than five minutes from our house wouldn't honor the coupons.

Review: On 11/10/15, I placed an online order at Kohls.com totalling $266.93. On the screen, it showed my previous address as billing, I changed it to my current address: [redacted]1. It then had a box to check, if I wanted the merchandise delivered to another address. It only showed the billing address on the page and the box was not checked and I assumed they would be shipping the merch to my billing address.

On 11/16/15, I received an email, stating the merch was delivered. I was horrified to find the merch had been shipped to my previous address: [redacted] I tried at first to contact customer service via email and received a response basically telling me it was shipped to the address I entered and I needed to go to that address to retrieve my package. I never entered this address only the [redacted] address. I live in Texas, which is a gun state and going to a stranger's home was basically taking my life in my own hands. But, I went to 1014 Bard Drive 2 times and left a note. A friend of mine also tried 2 separate times to go to the residence with no success.

I then contacted customer service, on or about 11/25/15, via phone and was told they would put a trace on the package and it would be 3-4 weeks for them to get any information. On 12/15/15 at 10:34 am, I contacted customer service and spoke with [redacted] who told me unless they were able to find the original package, they would not be able to send me my order but, they could refund me the money. At this point, I was tired of chasing my order. I agreed to the refund and she said she was processing the refund and then promptly hung up on me.

Due to my extremely hectic work schedule, I was unable to contact them again until 12/24/15 at 11:16 am and spoke with Nathan who told me there was nothing they could do. I requested a supervisor. Another agent came on the line,never introducing herself, and proceeded to tell me it was my fault the $266.93 worth of merchandise was delivered to the wrong address and they had no intention of sending my order to the correct address or refunding my money. I had no alternative but to file a dispute with my bank and they are still investigating at this time.

One more thing, on Oct 6th I placed an order at Kohls.com and got an email, stating they cancelled my order due to my billing address being incorrect. I contacted customer service and the agent stated she corrected BOTH my billing and shipping information and gave me 20% off my purchase. That order was shipped to my correct address of [redacted].

I had an experience with Walmart, where I never received an order and they had me sign a waiver, stating I never received it and promptly sent out my order. I have NEVER experienced the lack of concern for customer service. And theirs is anything but customer service. I never in my wildest dreams thought a large corporation like this would be putting a customer through hell and run the risk of losing a lot of business because of it for $266.93?! I have also sent a letter to their corporate office.Desired Settlement: I want the customer service representatives I spoke with to be held accountable. Kohl's agents need to be retrained because their 'customer service' is ANYTHING BUT THAT! I just want a refund of my money so, I can actually deal with a business who knows how to treat its customers.

Business

Response:

We apologize for the inconvenience our customer has experienced. A refund will be processed for the amount of $266.93 for the order not received.

Consumer

Response:

I submitted a complaint to the Revdex.com on 1/5/16 (Complaint ID #[redacted]). A message was received from the business that a refund would be processed for the amount of $266.93 for the order not received. A refund was received in the amount of $231.63 so, there is still the amount of $35.30 due to me. I want the FULL AMOUNT as promised by the business in the response to my complaint and expect the remaining $35.30 to be deposited immediately. I have been trying to get a refund for 2 months for an order I never received.

Review: I ordered 3 items online, prices of $11.04, $33.98, and $5.10 (plus taxes). I paid using a $10 gift card and the remaining balance of $44.88 on my charge card. When I returned the $33.98 and $5.10 items, I was forced to get the $10 gift card payment in the form of a merchandise credit, and the remaining returned to my charge card. I asked them why I couldn't get the entire return onto my charge card since I had kept at least $10 worth of merchandise. I did not want merchandise credit because then I am forced to shop yet again at their store. The main reason why I made the order to begin with is because I had to spend the gift card. Otherwise, I did not really want to buy anything. They explained that it's how the system was set up. It returns any gift card balance first, then it gets returned to the charge card. Why am I not allowed to use the $10 gift card for the $11.04 item? If I had separated the purchases, I would essentially be able to apply it to the $11.04 item, but I am being penalized for returning any of the items, and forced yet again to shop at their store, or lose my $10 from the gift card. Which in turn I would have to spend even more money because not many things there are less than $10 and in order to use the entire gift card, I would need to spend more than $10. It is rare to find something that would come out to be exactly $10. Since they told me I didn't have a choice, I said, ok, please give me back a gift card instead of merchandise credit so that I can at least give it away to someone. They refused and said they could not do this, and my only option was merchandise credit. They insist that I must receive the refund in the form of payment, yet they refuse to give me back a gift card. So when it's in their favor, I must follow the rule of "same form of payment," but when I finally accept their "policies," try to follow it and ask for a gift card in return, all of a sudden, it is no longer an option to get the "same form of payment." Yet again, I am forced to buy from them or lose my money. This is the third time this has happened to me, and in the past, I didn't argue, and either just lost the money (usually between $5-$10) or was forced to buy something I really didn't need or want (because the credit was more than $10) and ended up spending an additional $10-$15 on top of the merchandise credit which I originally spent. I am tired of this manipulative practice, and am finally speaking up.Desired Settlement: I would like a full refund for the $10, and for the company to change it's practice. I've shopped at other stores, like Macy's, who understand the process and always give refunds to the credit card or cash before returning gift cards. As long as I have retained more than the amount of the gift card, I should get a refund to the credit card or cash, since I would have spent the entire gift card on the items I kept if I had paid for each item individually. I should not be penalized for not keeping an item that didn't work out.

Business

Response:

We are unable to comply with the customer’s request for a $10.00 gift card. Our Kohl's Merchandise Credits (KMC) are provided to our customers during a return. This card is redeemable for merchandise at any Kohl's store or online at Kohls.com. This card is non-refundable, may not be redeemed for cash or for the purchase of gift cards. This policy is listed on the back of our Kohl's Merchandise Credits and is based on a business decision. We regret any disappointment that the Kohl's Merchandise Credit policy may have caused.

Consumer

Response:

Review: The website advertises that Kohls ships to ALL APO/FPO addresses. I can send you a screen shot. When I tried to place an order to my APO address it says my item cannot be shipped to my APO address. The item was wall decor. Well under the size, LxWxH and Weight of the restrictions.Desired Settlement: I want an explanation as to why they falsley advertise to my fellow service members and I then attempt to segregate against us.

Business

Response:

At this time Kohls.com offers three shipping methods,

Continental US-Standard Ground, Alaska/Hawaii or APO/FPO-Standard Ground and

Priority Air. If the customer received the message that her wall decor was not

able to ship to her APO, this is most likely due to it being an “Online Only”

item. These items are shipped directly from the vendors, and not a Kohl’s

warehouse. We apologize for any disappointment.

Consumer

Response:

Review: I purchased a few items from kohls.com on 9/29/15 and one of the packages shipped was lost in transit. I spoke to Fedex and they confirmed the package was lost at one of there facilities. I have been in contact with Kohls for a solid month trying to get a refund on the package. I continue to get the runaround and I paid with my Kohls charge. The tracking number on the package confirms it is lost. Right now I am out the money and the item. Every person I have spoke with at Kohls is incompetent. It should not take a month to receive a refund.

order number: [redacted]Desired Settlement: I want my money back for the lost package.

Business

Response:

Our records show the customer's anticipated return credit for Kohls.com order #[redacted] was processed on 10/28/15. Part of the return was processed back to the credit card, and part of the return was placed on a Kohl's Merchandise Credit sent via USPS. We advise our customer to allow 10-14 business days for the credit. We apologize for any inconvenience.

Review: We received a rewards credit via email for registering at Kohl's for our wedding. This was received on Nov. 11, 2015. The expiration date on the rewards was dated Oct. 31, 2015. So we received, essentially, free money from Kohl's that was already expired. I emailed customer service, they sent me a generic no-help response back. I went to a local store, they told me I needed to email/call customer service. I called customer service, explained the situation, was given a code that could be applied after making an online order by calling customer service back and giving them said code, but when I did that, the new customer service person had no idea what I was talking about. She called the promotions department, said I needed to place an order online, then call and give the code, but it may or may not be accepted, so I may end up getting stuck with the bill and be out of the rewards credit altogether.Desired Settlement: All we are requesting is a new rewards credit, with a barcode, like we received in the initial email so we are able to use the credit for an in store purchase without having to order online using a credit card.

Business

Response:

We regret the customer's Registry certificate arrived expired. At this time we are able to confirm that the customer's information was sen tot our Registry Department to re-issue the certificate. We advise the customer to wait 2-3 weeks to receive this. We apologize for any inconvenience.

Review: My order placed on 11;25/15 through Kohl's.com was shipped to [redacted] instead of to me in [redacted]. due to Kohl's.com negligence in filling out the invoice. The order # is [redacted]. The order consisted of TWO St. Nicholas Square Village Log Cabins. This particular item is being retired this year, which is why I ordered them for my daughters for Christmas. The person at the address in [redacted] refused the package and it was returned to the distribution center in Monroe, OH. I have made 11 calls today trying to get this merchandise sent to me. I spoke to FOUR supervisors at Kohl's.com, a man named Telly at corporate headquarters as well as a woman named Selena also located at corporate. .the manager at the Kohl's in [redacted] and numerous calls to the distribution center. I was hung up on twice, placed on hold repeatedly and each person I spoke to told me they could resolve my problem. No one did anything but offer me a credit that would take 7 days to process! The merchandise I ordered is sitting in the distribution center. I have left two voice mails (###-###-#### ext,[redacted]) at the center and my calls have not been returned. I even went so far as to call corporate headquarters in [redacted] and after a 27 minute call...mostly on hold they still refused to resolve this. I have also lost the $15 Kohl's cash and now the items are no longer available. The store manager at the Kohl's store in [redacted] was very brisk and unapologetic when I called to see if they had my items and explain to her what had happened.. This was all because Kohl's did not fill out the invoice correctly.Desired Settlement: I want the merchandise I ordered and my Kohl's cash for sure

Business

Response:

Our records show a return for Kohls.com order #[redacted] has been processed on 12/10/15. We advise our customer to allow 10-14 business days for the credit to appear on her Kohl’s Charge account. Regrettably, the product is no longer available and we are not able to send the desired merchandise. Additionally, due to the order being refunded, the customer is not eligible to receive Kohl's Cash. We apologize for any disappointment.

Consumer

Response:

On Fri, Dec 11, 2015 at 8:39 AM, [redacted] <[redacted]> wrote:I need to amend the information I sent yesterday. I did NOT receive my credit as I stated.

Review: I placed an order on kohls.com on 11/19/15 for an HDTV and clothes. The order was changed a few days later to remove the TV which became out of stock. I lost out on a few good TV deals in the meantime. The original order entitled me to $300 in Kohl's Cash to use towards a future purchase. Kohl's website explicitly states that if an order is canceled or changed by Kohls.com and not the customer, all Kohl's cash earned is retained by the customer. Kohl's customer service representatives including a supervisor rudely stated that I did not understand what I was reading and that they would not give me any Kohl's cash. Their website is very clear on what happens when an order is canceled by Kohl's and can be found here:

https://cs.kohls.com/app/utils/guided_assistant/g_id/47

I would like a gift card or credit for the $300.Desired Settlement: I would only request compensation for the lost $300 which Kohl's website explicitly states that it gives the customer if the order is canceled through no fault of the customer. This is exactly what is written on the above webpage:"Sorry that we had to remove items or cancel your entire order! Since we had to cancel due to the merchandise being out of stock, the amount of Kohl's Cash you earned will not change."

Business

Response:

Each $10.00 Kohl's Cash Coupon is earned pretax for every $50.00 made in qualifying purchases. Eligible customer purchases to receive Kohl's Cash Coupons include sale-, regular- and clearance priced merchandise, excluding the purchase of gift cards. We are unable to accommodate the customer's request for a Kohl's Cash credit, as Kohls.com order #4132433111 did not qualify. We apologize for any disappointment.

Consumer

Response:

Review: I drove to our nearest Kohl's to purchase men's shirts. They were out of my size and color, XL. A very professional employee assisted in me in ordering my shirts on the store Kiosk, which was not working well, taking me 20 - 30 minutes to order the shirts. The employee commented on how patient I was. Kohl's charged my credit card for the items. When my order arrived, the packing slip/invoice listed my shirts, however, the package contained a pair a shorts and a different men's shirt in size large. I immediately contacted Kohl's. Their response was that I needed to drive back to Kohl's and return the incorrect merchandise. Kohl's refused to send my correct items. I told them I was not driving to the store to return the incorrect merchandise that they sent to me and that they could send me a return package and I would ship them back. Kohl's said they would have to create a claim review, which they did. The claim reviewed asked me to send them the UPC numbers off of the items I received, which I promptly sent. They sent me a return label, which I need to print and attach to the package to send it back. However, they are refusing to send me my correct items.Desired Settlement: I want Kohl's to send me my order, the 2 shirts I ordered, and they are refusing. They are stating in writing that is not how they do it. I ordered 2 shirts. They sent me a pair of shorts and a different shirt. All I want is my 2 shirts.

Business

Response:

We are sorry to hear about the customer’s disheartening situation regarding Order 5008876800. Upon review of his order, it appears we have already scheduled a UPS pick up ( Tracking # 1Z76A26E2695863798) for Order 5008876800. I did process a full refund for our customer’s order today. The amount of $13.61 will be applied to the VISA ending in 6709 and I will be mailing out a Kohl’s Merchandise Credit for $20.00, since it was initially a split tender. We apologize for the inconvenience this may have caused the customer.

Consumer

Response:

Review: I placed an order online that was split into 6 shipments. Three shipments were all set to arrive at my home on January 9, 2016. Per Kohls these were delivered. I received another package from a seperate retailer that day but nothing from kohls. I immediately contacted them about the matter. After numerous phone calls, emails and chat sessions, I have been given the run around. I had gotten to the point that they were going to at least issue merchandise credit for everything I did not receive. After waiting weeks for that to arrive it was only for one of the three packages that arrived. Now they have decided not to refund me the rest because they are showing the packages as delivered. Obviously they went to the wrong address because my post man said he didnt bring any kohls packages to my home that day. This is not to mention the fact that kohls refused to just put the money back on my card. Now I have an in store credit for a store I refuse to shop at. Each person I dealt with from kohls was more concerned with putting me on hold for long periods of time and just saying they could not do anything with no explanation as to why. I still do not have all of my money back or my merchandise and it is March. I and anyone who is willing to listen will never shop at kohls again.Desired Settlement: I would like my money back at very least. I would prefer the money go back on my card.

Business

Response:

Our customer

placed order 3915930877 on

01/02/2016. This order was tendered using $16.68 on her Visa card and $70.55 in

Gift Cards. We processed returns for the items she did not receive on

01/23/2015 and 02/04/2015. The returns were processed back onto her original forms of

tender; with $13.70 being processed onto her Visa as well as an issuance two Kohl’s

Merchandise Credits that were mailed to our customer for $21.55 and $6.31. If

our customer did not receive the merchandise credits please reply to the

complaint and we will reissue new credits. We apologize for any confusion our customer

had with her refund.

Review: # 0406/0007/8049

# 0407/0027/8379

I had purchased a set flatware valued at $99.99 from your Wallingford CT location on 9/10/15. Due to the fact your company offers many deferent coupons and incentives I received what I thought was a very fair price of $27.98.

Shortly after the initial purchase ( 40 days ) the flatware has rust forming on most of the set. With most of the set showing signs of rust I would not feel comfortable to purchase the same set or even the same company.

After arriving into the store I proceeded to the customer service desk where the young lady running the desk was more then pleasant to work with. I wanted to find another comparable flatware set to exchange it for but all the other options where either more or less expensive not the same exact dollar amount.

I decided to attempt to purchase a set that is valued at $84.99. I was told I could only exchange my item and receive the original sale price if the new item was exactly $99.99. Not a dollar more not a dollar less. Due to the fact the new item is a lesser price I could not receive the same value in fact because the item was less expensive it would cost me more to purchase.

Just so I am clear if I had found anything for $99.99 it would be an 'even exchange' as the kept referring to it.

But because the item was less then $99.99 I could not receive the same credit. In fact the less expensive item cost me $18.09 more for an item the is $15 dollars less.

I did not want to have a new set of flatware that is obviously defective in the workmanship or it could be where or how it was produced.

This policy makes no sense. I did not seek a refund of the difference, just an even exchange with a less expensive item. The store manager that I spoke with was just very cold and uncaring. She just kept saying the system does not let us. Your system is faulty if you can not help a customer with a reasonable situation.Desired Settlement: I simply would like to have the set credited for an even exchange because the store personnel is not equipped to handle simple customer issues.

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. We advise the

customer to return the merchandise if they were not able to find the exact

merchandise for an even exchange. We apologize for any inconvenience.

Review: Ordered an item on Kohls.com on Sunday Dec 6th that was supposed to simply be order on line and pick up in store. The store had plenty of the items on the shelf as I had previously looked at them the same. day.

Received an immediate email that my order had been received but I could not pick it up until I received another email telling me it was ready.

Did not receive the ready email until Friday night, 6 days later. I was given only 2 days to pick it up. I had until the 13th or the order would be cancelled.

Within 12 hours of the first pickup email I received a second, last notice email, on Saturday telling me I had to pick it up by tomorrow, the 13th.

I went to the store at 9:00 am this morning, the 13th, and was told my order had already been cancelled.

I asked if they could still let me have it as the email told me I had until today to pick it up.

I was told I would have to resubmit my order but that they could not allow me to have it at the same price since it was previously on sale but the sale was over.Desired Settlement: I simply want it on record how unreliable buying something on Kohl's.com is.

Business

Response:

We regret the customer's BOPUS order was canceled. If the customer still desires the merchandise, we would be more than happy to honor the original price paid. We advise the customer to reply with the original order number, and the new order, and we will credit them accordingly. We apologize for any inconvenience.

Business

Response:

We apologize for any additional inconvenience.

Consumer

Response:

Review: I placed several orders via kohls.com this holiday season. All were correct with the exception of one. I receive a package with my packing slip and information and another customer's order. None of my items were included. I contacted customer service via chat and was told that an agent would contact me within 48 hours. An agent contacted me and asked for all sorts of details on the items I received. I provided. All the while I emphasized that I wanted my items reshipped ASAP as they were intended Christmas gift items. Having never filed any sort of dispute for lost items before coupled with my MVC status, I assumed that my items would be immediately reshipped. Instead, I received an email this morning stating that I cannot have my items reshipped or receive a credit to my account until I go to the trouble of returning the incorrectly sent merchandise. This is ridiculous.Desired Settlement: I want one of the two things to happen immediately:

1) Shipment of my CORRECT order

2) Refund to my credit card

It is not my burden to return the incorrectly sent items. I will be happy to return them, but on my time line. I am not making a special trip to the store or post office because Kohl's screwed up.

Business

Response:

We regret to hear the customer received the incorrect items in her recent Kohls.com order. At this time we advise the customer to reply with the missing item information for an immediate refund. We apologize for any inconvenience.

Review: I purchased a (Huffy So Sweet 16" Bike - Girls) four (4) times only to have all the orders cancelled. I placed it twice on-line and twice over the phone with a representative.

Yesterday was the fourth cancellation, I called and a representative told me to place the order again... Obviously the item is out of stock but it's still on the website as AVAILABLE. It also shows up in various links as being sold in Kohl's if you search for that particular bike.

The false advertising at this time of the year is completely unacceptable and after 5 phone calls you would think it would be removed.

They also have not reimbursed a $10 Kohl's cash certificate that I gave customer service the 3rd time the bike was ordered.

Ridiculous customer service practices.

I would like my $10 Kohl's cash back reimbursed to my account or the bicycle shipped out which is what I really need right now.

Thank you.

Business

Response:

We regret the customer was not able to order their desired merchandise. Regrettably the merchandise remained on the website due to an error, and is no longer available. We have partnered with the appropriate channels to have the item removed from the website until it becomes available again. Additionally, we have credited the customer's account $10.00 for the Kohl's Cash used on the third order. We advise the customer to wait 24-72 hours for the credit to appear. We apologize for any disappointment.

Review: I placed an order on 12/4/15. Half of my order was delivered via UPS on 12/11 but I still haven't received the other items in my order as of 12/16/15 so I tried to track the shipment and found that the shipment has been in a pending status with Fedex since 12/11/15 and has not moved - no updates whatsoever (it was last in [redacted]). After calling Kohls.com and being on hold for about 10 minutes, I finally spoke with [redacted] who took forever just to verify my account and get to the order in question. When she finally got to the order she saw what I was seeing but because there was a broad range estimated delivery date at the time the order was placed (Should arrive between Dec 10 and Dec 17) [redacted] rudely refused to look into the issue any further. I then requested supervisor assistance and have now been on this call for a total of 25 minutes with no help or resolution whatsoever (and no supervisor on the line yet). Kohls.com customer service is abysmal.Desired Settlement: I want Kohls.com to take pointers from Kohls in the way they treat their customers, and do something to make these representatives accountable to your paying customers. This happens pretty much EVERY SINGLE TIME I need to contact customer service. It's awful.

Business

Response:

We regret to hear of the customer's recent frustration with our company, and our customer service. At this time we advise the customer to reply with their Kohls.com order number, as well as the missing items information so we may resolve their concerns. We apologize for any inconvenience.

Business

Response:

We recognize the importance of providing great service at all times. We make every effort to ensure that your interactions with our associates are more than satisfactory and that you receive outstanding customer service. Our customers are very important in our continued growth and success, and our priority is customer satisfaction in all levels of service. We expect our associates to be knowledgeable, accessible and courteous at all times. We regret that this was not the case and we are sorry our associates did not provide the service anticipated.

Consumer

Response:

I'm happy we share these sentiments, but at no time have you told me that you will be reviewing the calls and taking any appropriate actions. Actions speak louder than words.

Review: A 50" television was delivered to my home, which I did not order. Kohl's refuses to come pick it up, expecting me to deliver it to them or pay to have it shipped back. They also refused to offer me a discount to purchase the tv. I never placed an order for a tv from Kohl's. I received an email from Kohl's on 11/25 stating my order had shipped, and then the tv showed up at my house on 11/27. I never received an email from Kohl's verifying my purchase of the tv, probably because I never placed an order for a tv. I called Kohl's on 11/27, talked to the fraud dept, and was told the tv would be picked up. I called Kohl's again on 12/7, because I had not heard back from them. I was again told that the tv would be picked up. Then I received an email the evening of 12/7 which basically said that if I wanted a refund, it was up to me to return the tv. I responded that I absolutely would not be dragging around the tv nor would I pay to return it. Item #[redacted], LG 50-Inch 1080p 60Hz LED Smart TV 50LF6100, ECOMMERCE #[redacted], $578.04 charged to my Kohl's charge card on 11/24. Again, I NEVER ORDERED THE TV.Desired Settlement: Pick up the tv and refund charges

Business

Response:

Our records show a return was processed on 12/13/15 for Kohls.com order #[redacted]. We advise our customer to allow 10-14 business days for the credit to appear on her Kohl’s Charge account. We apologize for any inconvenience.

Review: Purchased smart TV during Black Friday deals. Purchased price $499.99 + tax on Nov 24th. After my purchase on kohls.com I experienced identity theft. Someone tried to purchase over $1,000 on kohls.com and I had to cancel my credit card and deal with all the issues that arise from this. I had to stay home 2nd half of Dec 2nd because UPS said they will deliver that day. Then at the end of the day it changed to delay and I waited home all day Dec 3rd but still nothing. I had to call UPS for a status uodate and finally received the item on Dec 4th but it was damaged. Today I called kohls.com customer service. Dec 5th, at 7:18am spoke with [redacted] who put me on hold for 20+minutes to grab a supervisor but ended up disconnecting the call. Then I called back and spoke to [redacted] who talked to me for over 30 minutes, "submitted" requests for pick up of damaged TV, damaged report and manual bill request and gave me reference numbers for thede requests. She also informed that she will credit $499.99+tax after the damaged TV was received. She will also honor the $499.99 price if I wanted to reorder the TV. For all my trouble, she will give 25% off (promo code [redacted]) and free shipping on the new purchase at the price $499.99. She said I would have to pay the full price ($699.99) and the manual bill department would adjust it (to difference $200 and $25%). We were almost done with the order when our call got disconnected. I waited 15 minutes but she never called me back, and I know she has my number because she verified earlier. Finally, I called back again and spoke to [redacted], I asked him if our call got disconnected if he could do me the courtesy of giving me a call back so I dont have to constantly repeat myself. He said no there's no way he can return calls. At this point, my frustration got the best of me and I asked to speak to [redacted] ( supervisor, ID [redacted]). He informed me that all that time spent talking to [redacted], with all the reference numbers provided to me was a waste of my time because it was not valid. He also said he cannot honor the 25% even though his associate had promised me. So all he did was submit a request for the pick up and said we will get the $499.99 credit back once the TV is picked up. He was not empathic nor was he helpful. Never in my life have I encountered such poor customer service and accountability from a company.Desired Settlement: I want the company to honor what was promised to me and allow me to purchase the TV at 35% of $499.99.

Business

Response:

We regret the customer's desired merchandise arrived damaged. Our records show a UPS pick-up was scheduled on 12/06/15 for the merchandise. The customer will be credited with 5-7 business after the merchandise arrived back to our warehouse.