Kohl's Corporation

Review: This issue is twofold. First and foremost I continually have the worst customer service experience with Kohl.com and Kohls charge card reps. Not only was my issue not resolved (refunds processed incorrectly), but I was put on an extended hold (quite common with Kohls) and after 15-20 minutes the rep never came back to the line (she was supposed to have been getting a manger on the line) and instead transferred me into some unnamed voicemail. I am beyond disgusted with dealing with things like this every time I have an issue with Kohls. They clearly are not invested in the customer experience.Desired Settlement: I want a call back from someone who actually knows how to deal with customers. Additionally, I want the refunds previously processed to be corrected so that I am made whole.

Business

Response:

We regret to learn that the customer's experience with our company was less than favorable. We recognize the importance of providing great service at all times. We appreciate the feedback, and will forward the information for internal review. We apologize for any disappointment.

Review: I placed a large order, over $700.00 worth of Christmas presents. I placed the order because if I opened a KOHLS charge I would get an additional 20% off of my order. I had placed orders at KHOLS in the past so my old work address was in the shipping address. When I placed the order I changed my shipping address as well as my billing address. Apparently the shipping address somehow defaulted back to the old address. Funny how the billing address didn’t though. I never received an order confirmation email and then suddenly I received an email that my order had shipped. I then noticed that all of my items went to my old work address, which by the way is no longer the same business so I did not even know anyone there to call them, nor could I find anything on the internet to try to call the new business. I called KOHLS immediately to notify them of their error and they told me they would have a UPS pick up arranged and the order would be re-routed to my correct address. I was on the phone for about 45 mins during that process. When I called a couple of days later to follow up and get status I was told that first they don’t know why I was told that because UPS cannot re-route, and that all they could do is send everything back to the shipper and then I would get credited. On top of that the order could not be picked up because the business that received my order said that they did not have anything to send back even though it is clear through the tracking number that they signed for it and it is clearly not the same name as mine, the name on the packages. I then went to the business myself to see what was happening because I was extremely frustrated. I recovered some of the order but was still missing several of the items. I spoke with KOHLS numerous times and I was told that I would be receiving a credit and then I would receive an email saying that I was not receiving one because it was my fault. Now I am being told that I have to fill out a police report and they will see if they can do anything. On top of that, I was told that my additional 20% would come off on my statement and it did not. When I called the said they don’t know of any 20% off promotion meanwhile I have a clear screenshot from today showing 20% your first purchase when you open a KOHLS card. I am very upset. I am left paying for items that I did not receive and paying an extra 20% at that.Desired Settlement: All I want is to be credited for the items that I was unable to recover and I want the 20% for opening the card. I have spent countless hours over the last few weeks dealing with this.

Business

Response:

Our records show the customer confirmed she picked up SKUs 95714689, 95803317, and 95537919 from Kohls.com order # [redacted]. Additionally on 10/20/215, the customer was credited for SKUs 88418527, 99321297, and 99393206 that were returned to our warehouse. The failure to update the shipping address is not a Kohl’s error, and we are unable to comply with the customer’s request for credit. At this time the customer has been advised to file a police report for any additional missing items. The customer has already been provided the fax number to forward this information.

Review: I ordered a TV on Black Friday through Kohl’s for $540.05 total with tax using my Kohl’s card. This was supposed to be a gift for my brother for Christmas/birthday gift. Soon after I made the purchase I got an email from Kohl’s for $150 worth of Kohl’s Cash. I had zero clue what this was and a coworker instructed me that it was basically free in store money. I did read where it was only good for a week time period. So I made the purchase of a few items and used up the Kohl’s Cash. TV arrived on a Monday or Tuesday. I did not open the TV until the following Saturday. I noticed that the screen was shattered so I contacted Kohl’s online phone number. I spoke with Sandra who was very helpful. She had told me that she put in a credit request and wanted to know if I would like to put in a new order for a replacement. I told her that I couldn’t because I wanted to use my card. She said the credit could take up to 10 days to return to my card and the new issue was that the TV had gone up since the Black Friday sale and was now over $700. I told her I wanted to make sure that my Kohl’s card went back to $0 before doing anything. She said to keep checking in to see when the credit went through and to call back to put the order back in. She said that they were definitely honoring my Black Friday price since it was not my fault but they had to put the order in with the new price of the TV and then credit the difference to get it to the $540.05 price. I said I am not sure how that was going to happen considering my card only has a $500 limit but let’s cross that bridge once the credit hits my card and I have a $0 balance again.

I tried checking in a few different times to see if it had hit my account yet. One customer service rep kept telling me that I had to go to the store that I returned the item to in order to receive the credit. I kept telling him that I had returned the TV already and that I have a receipt for the credit. There was a HUGE language barrier and I ended up ending the phone call because the only thing I was being instructed to do was to return to the store to get my credit. On 12/10/15 (today), I did find out that the credit went through but for only $300 plus dollars. The rep that I spoke with said that it was for the $540.05 MINUS the tax MINUS the Kohl’s Cash. I said that I did not order these Kohl’s Cash items on my card. I said I would have never ordered them if it weren’t for Kohl’s giving me that “in store” money. And I would STILL have that Kohl’s Cash if it weren’t for the week deadline that they gave me. I said I wanted to have my card returned to a $0 balance and then I would go through the steps to re-order the TV for the $540.05 Black Friday sales price.

I am the one that has been basically hosed in this deal. My Christmas/birthday gift idea is no longer an option at least with Kohl’s. Last conversation I had with Kohl’s is that they were putting in a “request” to have my account set back to a $0 balance but I will not know for up to 72 hours if that even goes through. I am hosed on the Kohl’s Cash as I have already opened those items as I ASSUMED my item was going to be delivered to me in working condition. So I am on the hook for tax on an item that I returned which was sent to be in non-working condition to begin with as well as $150 plus worth of items that I would have never purchased in the first place.

Even if Kohl’s does come through with the credit and ACTUALLY honors their mistake I am not going to be able to purchase this TV because my card balance is for only $500 and what I was told on Saturday is that I would have to purchase the TV for the new price of $700 plus and then they would go back in and apply credits to my account to put it at the $540.05 “original” purchase price. That cannot happen because of my credit limit on my card. And since I opened up the Kohl’s Cash items assuming that my TV purchase was going to be legit, I am on the hook for $150 plus worth of merchandise that I would have not purchased in the first place. I am stuck with those items.

The time I have spent trying to resolve this issue over the phone with Kohl’s has soured me and I will never use this company again. Simple resolution. Credit me the full $540.05. Do a reorder for the original $540.05 sale TV and do not offer me Kohl’s Cash on the new order. That is not going to happen and now for my brother’s Christmas/birthday gift, I am back to ground zero for a gift idea for him and under the gun to find something and order it for him PLUS I am on the hook for $150 plus worth of items I had NEVER intended on purchasing AND tax on an item that I returned because it was broken. Will NEVER use Kohl’s for my shopping needs again.Desired Settlement: Kohl's card SHOULD HAVE been credited full $540.05 original purchase price putting it at a $0 balance again. Reorder of the Black Friday Sale price for $540.05 back onto my Kohl's card like it was originally completed at and no Kohl's Cash offered to me since I had already used it from my original order.

Business

Response:

We regret to hear of the customer's frustrations with Kohls.com order #1[redacted]. Our records show the remaining return credit was processed on 12/11/15 back to the customer's account. If the customer still desires the merchandise, they may contact us at ###-###-#### and we will honor the initial price paid. We apologize for any inconvenience.

Review: I placed an order with Kohls.com on 12/1/15. Then, I received notification on 12/21/15 that my order had been cancelled. The order number is 3780046501. I used $35 in Kohls cash on this order and still have not received my refund in Kohls cash and it has been almost four months since my order was cancelled. I have tried contacting Kohls.com customer service on several occasions through email and also on the phone. When I have called I am hung up on during a very long wait on the phone. I would just like this situation to be resolved and to receive my $35 credit back. This has been extremely frustrating.Desired Settlement: I would like the kohls cash I used on this transaction to be refunded. It was not my fault that the order was cancelled. It was cancelled by Kohls which in itself was extremely frustrating.

Business

Response:

We apologize for the delay the customer experienced in receiving her Kohl's Cash from Order 3780046501. We did mail out a $40.00 Gift Card to the customer's billing address as of today. Please advise the customer to please allow 7-10 business days to receive the Gift Card in the mail.

Review: on 11/27 I placed an online order. ( Reference order #[redacted]) Because my order was over $50, I qualified for $15 in Kohls cash. Three days later, I received an email stating that an item in my order is no longer available. This brought my total down just under $50, and therefore they did not issue me my $15 kohls cash. I intentionally purchased a total over $50 just to get the kohls cash, and it is Kohls fault that they shorted on an item and allowed me to purchase it. I am owed the $15 kohls cash. It would be great if I could have just contacted customer service, but your customer service is just awful. All the links in the email for customer service only lead me to FAQ's. Calling left me sitting around with long wait times, and getting me disconnected from representatives that barely understand English and I need to explain my simple scenario to three times. It was so frustrating just trying to get an issue resolved at Kohl's I decided my only choice to be heard was to go to the Revdex.com. Your customer service is one of the worst, this is not the first time I have had order issues and went through hell just to get an issue resolved,!!Desired Settlement: At the very minimum, I would like my $15 kohls cash that is owed to me! It would be better if this $15 could be credited to my credit card, as I have very little intention of shopping at Kohls again!

Business

Response:

Each $10.00 Kohl's Cash Coupon is earned pretax for every $50.00 made in qualifying purchases. We regret to learn that some of the desired merchandise was not available for Kohls.com order #[redacted]. Upon review of the order, the customer's total did not qualify for Kohl's Cash after the items were canceled. We are unable to accommodate the customer's request for a Kohl's Cash credit. We apologize for any disappointment.

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. 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: We placed two large orders on the 19th during your $10 for every $50 spent Kohls cash promotion. One order was in the amount of $24,390.01 and the order confirmation shows Kohl's cash of earned earned of $4,510. The second was for $5533.88 with $1,160.00 Kohl's cash earned. We received $1500 kohls cash for the first order, and none for the second. We have contacted your customer service department several times and they were unable to assist, commonly suggesting to wait and see if it comes the next day. The orders were placed almost two weeks ago and we feel that the Kohls cash should definitely have been processed by now. One of your reps stated that there is a max of $1500 kohls cash per order. There is no reference to this on your website anywhere, and furthermore our order confirmation shows $4510. The kohls cash would accumulate automatically as more items were added to the cart. When asked where in your terms it says that there is a max of $1500, your customer service rep stated that "Kohls doesn't have it written anywhere in their terms or on their site because usually customers dont spend this much". That is unacceptable in many ways.Desired Settlement: I would like the remaining Kohls cash sent to me, $3010.00 for the first order and $1160.00 for the second. If this can no longer be processed, I would like a credit to my credit card in these amounts.

Business

Response:

We have reviewed the customer's concerns related to their Kohl's Cash. The decision has been made by our Fraud Department, and Corporate Loss Prevention to suspend the customer's online shopping activities . We also decline the customer's request for any additional Kohl's Cash. Kohl's offers merchandise to consumers through this site and its retail stores. Kohl's is a retailer, not a wholesaler, and Kohl's does not sell to individuals or dealers for the purpose of resale to others. Kohl's reserves the right, in its sole discretion, to limit the quantity of items purchased per person, per household or per order. These restrictions may be applied, at Kohl's discretion, to orders placed by the same Kohls.com account, the same credit card and/or orders that use the same billing or shipping address. If the customer has any additional concerns we advise they contact us at ###-###-####.

Review: I'm sending good this complaint because I was in the kohl's on [redacted] in [redacted]. Looking to buy a novice s2 kids tablet that was on sale on Black Friday for $79.99. I spoke to the manager on duty that day who I showed the add to & he stated they never received this produce in that store. He show me another type of tablet that he state he thinks this is what was sent to his store in place of the [redacted]. The manager said there was nothing he could do for me. He suggested I call corporate which I did in the store at that moment. The female taffy answered the phone also stayed there was nothing she could do for me. I'm very disappointed in the customer service I received from kohl's on 11/26/15.Desired Settlement: I would like this product for the advertised price as I was planning to purchase 3 of these [redacted]'s on 11/26/15 & the location that I visited failed to provided any of this specific product & the store manager confirmed there were none of these items even shipped to this location for customers to purchase.

Business

Response:

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

Review: I was at this location on 3/19/16 and had a coupon for $10 off a $50 women's purchase. I was purchasing several items but my qualifying items were a blouse, earrings, and a scarf. The total for the women's items was a little over $50. The coupon would not scan so the cashier called someone else over. The person's name was Lizette, and she claimed to be the area supervisor. She looked at the front of the coupon and said it was for women's plus size clothing only. I told her it did not state that on the back of the coupon, it stated can be use on women's, misses, petites, women's jewelry, women's accessories etc. I said jewelry and accessories are not plus size items and that the coupon stated anything women's. She continued with it was for plus size women's only. I refused to accept that because of what the coupon clearly said. She finally took my coupon and read it. After reading it, she then said that it could not be applied to clearance items and the scarf was on clearance. I told her that was not true that I had shopped at Kohls for years and have always been able to use coupons on clearance merchandise. She said that was not true that the policy has always been to not use coupons on clearance items. She then took my coupon and read it again since she didn't seem to know the company policy. She said that even though it doesn't say it that the policy was to not accept coupons on clearance merchandise and the I could go on Kohls.com to see all the exclusions. I told her again that the coupon did not exclude clearance items and she said that my coupon has a misprint and that Kohls coupons always have misprints. I said are you telling me that Kohls knowingly sends out coupons with misprints on them and she said yes they do it all the time. That is when I asked her for her name and title because I knew that she was making things up as she went along. Then she told me that my purchase did not equal $50 so I couldn't use it anyways. My total before I applied my Yes percentage was over $50. I told her I could show her numerous receipts where I had used a coupon on clearance items and she told me to bring them in. She asked for my name and I told her she didn't need my name. She then continued to badger me at the register about getting my name and said if someone was coming to see her then she needed my name. She kept on insisting until I ignored her and got on with my purchase. I find this entire situation deplorable. This person didn't know what was on the coupon and was telling me what the exclusions were even though she read it several times in front of me. She was making up things that were not on the coupon. She said that Kohls always sends out misprinted coupons, and she was rude and badgering me at the register. She said she was an area supervisor, yet I find it hard to believe that a managerial representative of a company would not know company policy and not have better customer service skills. The cashier, my husband, and myself were all witnesses to her unprofessional display. I nonetheless purchased my items and received Kohls cash but have felt intimidated and fearful about going into the store since that time to use my Kohls cash.Desired Settlement: I would like a coupon to use on my next purchase since this one has expired and I was not able to use it because of this person's lack of knowledge about company policy. She kept insisting that I give her my name and there seems no other reason for that unless she intends to approach me if I enter the store. I would like an apology from this employee for the way I was treated and assurance from the company that I will be able to shop without fear of intimidation from this employee. I live in the same city as the store so this is the most convenient location for me, I don't want to have to travel to another city to shop because this employee may badger me.

Business

Response:

We apologize for the difficulty our customer experienced in

our store when attempting to redeem her $10.00 coupon. I will be more than happy to mail Ms. Fountain

a $10.00 gift card along with a couple of coupons. I also will be reaching out

to our Moreno Valley store in regards to the incident and how it was handled.

Review: On Sunday, March 20, while shopping in the shoe department I had a shelf filled with shoe boxes fall down and slam down the left side of my back. It left me scraped up and bruised. The store had me fill out an incident report. A representative contacted me a few days later and offered me a 30% off coupon. Seriously?? They didn't even offer to pay for a tetanus shot that the store employee suggested since the shelf was metal and it had broke through the skin. The employee on the shoe department also told us that the shelf was not installed properly and that this had happened before.

Also.... We recently moved. I received a call late one night telling me that my account was past due. I informed them that I didn't realize I had a balance (forgetting that I had used my card, not my husbands when we moved here to Florida). I had always paid my balance in full. Anyway I asked if my credit was going to be affected by this since I have outstanding credit. I was told it shouldn't be. Well. Obviously it has. I have watched it drop from a 817 to a 764. The reason for this mess is the fact that my credit card was issued to me with the name Lt Tincher on it. I had asked several different times if this was a problem through the years I have had the card. They always told me as long as I was getting my statements it was fine. Obviously it wasn't once we moved. The post office informed me that they would not forward mail with that name to me. Your corporate rep offered nothing more than to remove late fees. My golden credit has been tarnished because of this incompetency.

And then I get injured in a store and they offer me nothing?!Desired Settlement: Something needs to be done regarding both of these issues. Thank you in advance

Business

Response:

Complaint [redacted] refers to both the customer’s credit card

and experience at the store. Kohl’s will maintain complaint [redacted] and

request Revdex.com open an associated complaint and sent to Capitol One for further handling

on the credit card aspect.

We regret to

learn of the customer’s unpleasant experience at our store. We will follow up

with the Store Manager to ensure that this matter is reported to our claims

administrator. This office will reach out to our customer directly.

Review: I have been a loyal customer of Kohls. The business has a Yes to You program that the customer can obtain points based upon purchases. My rewards are linked to my store credit card. For some unknown reason, I am not receiving my reward certificates monthly and cannot get assistance from the Rewards customer service.Desired Settlement: Reconciliation of my rewards account versus my credit card to provide me with the missed and current points.

Business

Response:

At this time we advise the customer to reply with their Kohl's Yes2You Rewards ID number for further research.

Business

Response:

We stand by our previous response. If the customer requests to speak with someone directly regarding the matter, they may contact us at ###-###-####.

Consumer

Response:

Review: I [redacted] ordered 2chaps bowtie & suspender set and a single bowtie on 10/23/2015 @ 9:56am cst. I only recieved 1chaps set and the single bow tie on 10/29/2015. I called kohls customer service & I was told I have to buy the items again. Kohls is double billing its customers for kohls mistakes.Desired Settlement: I ordered theses bowties for a special event for my kids. I just want the items I paid for delivered to me in a timely matter

Business

Response:

Our records show a return was processed for the missing item from Kohls.com order #[redacted] on 10/30/15. The return was processed back to the customer's VISA ending [redacted]. We advise our customer to allow 10-14 business days for the credit to appear. We apologize for any inconvenience.

Review: Let me start by saying that I, my husband, and the rest of my family have been loyal Kohl's customers as far back as I can remember. It pains me to say that at this point I will never step foot into a Kohl's ever again after what I have been put through in the last few months with this business. Revdex.com doesn't allow enough space to write how much this company has affected my time for so many months now.

1) My fiance and I registered at Kohl's in early 2015 for our wedding date of July 24, 2015. We were told the incentives we'd receive would be Coupons to give to our guests inside our invitations for purchases on our registry, A coupon of 15% for us to buy any remaining items from our registry after our wedding was over, and a 10% gift card from purchases off of our registry. We never received the coupons after countless attempts on my end in the store, the corporate phone number, nothing came... EVER. I ended up searching for coupons my self and emailing them to guests. (How TACKY!) We received the extra 15% off coupon 6 days after our wedding on July 30th, and went to Kohl's to purchase items left on our registry. After waiting , no LIE for 15 minutes because there was only one guest service employee working with literally a line of 20 people people. I watched manger after manager walk by.. make eye contact with the many frustrated guests and keep walking. I finally had enough and asked someone to help and boy did I get attitude. My time finally came to pay and use my coupon- yet somehow, the coupon expired in October of 2014?? How could this coupon expire 4 months before we even registered?? It was absolutely embarrassing and a COMPLETE waste of time AGAIN to have to put everything down that we wanted to buy. It is now 3 months after our registry has closed and we still have not received our 10% gift card either. Not once, not twice, by 3 times did we go to update our registry and the kiosk and tablets were down. After my shower, I tried to return a gift without a gift receipt purchased off of my registry and the workers couldn't find it, so I had no choice but to keep the item as they offered me pennies for it as a credit. I tried to return an item purchased from my registry without a receipt and I have no choice but to keep it as I was literally offered $4 when I saw the item for sale for $22.99. How could you seriously see on the registry print out that the item had been purchased, and not search this item, yet you can search purchased by credit cards? I absolutely 100% regret opening a registry at your store. This was supposed to be a happy, fun, easy time in the wedding process - and mine was a mess! I felt horrible telling people "the coupons should be coming" which turned to "I'm sorry - I don't know what happened". People are being generous to me and I can't even offer them what normally comes with a wedding registry sign up?

2) With gift cards from our wedding shower, I purchased an order on Kohl's.com of over $400 of merchandise. I even read the return policy which stated I could return or exchange any item in stores without issue. As I had a few issues with my order (1 being a missing item) other items that didn't fit, etc.. I took to the store to exchange because an employee told me to make sure I had everything to exchange at one time so I wouldn't lose my coupon from my online order. After shopping I went to exchange the items to be told that I could only completely return my items for the SAME EXACT item with the same exact price tag?? We spent FOUR hours trying to match up tags. We wasted our entire day! We ended up only being able to exchange one item. What? I couldn't find anything to match the price tag.. a bath rug, for a bath rug.. jeans for jeans, with the same price tag. No, not the sale price.. the same exact PRICE!!! This was a HORRIBLE day. We drove 40 minutes to the next closest Kohl's to leave with NOTHING.. again!! I had my receipt clearly and I tried to even return for the tender I had paid - the CS rep told me that what I had was not enough yet it had a bar code and the receipt had the SK-U's.. totals.. bar codes and more! I could only get a store credit! Without being able to return anything for what we truly wanted we are stuck with $200- $300 of merchandise that we don't even want.

3) I called upwards of 25 times in regards to my missing items in which a report was filed. I was told that I would get a credit - I did... of 0.52 cents. I called back - they said that the report was closed and the amount they gave me was wrong, they'd reopen it and i'd see the credit in 10 days. Time flies by and nothing.. call again.. the CS agent told me "well, I see here that someone read through the report and saw you exchanged something.. it looks like they must have assumed you got the credit and closed it". Which why they "ASSUMED" I got anything was 100% wrong! They then, AGAIN, reopened a case, and I was told i'd see the credit in 10 days. I can't spend every day calling your corporate location. This is absolute ridiculous and I have been so taken advantage of. This initial report was filed on August 22nd. It is now 2 MONTHS later and I am still waiting for my return. I have spent an estimate of 3-4 hours on the phone with Kohl's and another 10 dealing with absolute nonsense from this ridiculous "return policy" that is not clearly labeled or identified anywhere on your site. I even asked a customer service rep on the phone and it wasn't until I PRESSED the rep if what the store clerk told me was correct.. was truly correct. If I didn't know already I would have no idea what I was getting myself into.

This has been absolutely stressful, annoying, a complete and utter example of corporate greed and neglect. At this point I will never shop at Kohl's again.Desired Settlement: 1) Reimbursement for my missing item report(s) that I have yet to receive that was originally filed over 2 months ago that I am still waiting to receive after 20 + phone calls and multiple missing items reports 2) The payment form for 10% of purchases off of my wedding registry that was promised to me 3) The 15% off coupon for items left on our registry that hadn't been purchased yet (since it expired a year before it was sent to me. ... that was also promised to me. .

Business

Response:

Our records indicate the customer's credit for the missing item from Kohls.com order number [redacted] was credited on 08/29/15. If the customer is missing any additional credits we advise her to reply with the Order number and SKU information. Additionally, we are sending the customer three 30% off coupons vial mail for her experience. Please allow 10-14 business days to receive these. We apologize for any disappointment.

Consumer

Response:

Review: I was at Kohl's #0033 (Wilkes-Barre, PA 18702 location) on 2015-10-18. I was purchasing two pallets of eyeshadow made by "The Balm" and had a coupon for 30% off my order. When I went to the register to pay for my purchase, I was told that the 30% off could not be applied to makeup made by "The Balm". I asked to speak with a manager, and a gentleman came over and explained that the coupon wouldn't work on all brands of makeup. I advised him that I read the fine print which clearly states that the coupon does not apply to "prestige brands" - "The Balm" is NOT a prestige brand by any stretch of the imagination. MAC is a prestrige brand, "The Balm" is NOT, and therefore the coupon should have applied. Quite honestly, Kohl's should not sell ANY products that the coupon does not apply to, as this is a staple coupon for Kohl's, and Kohl's does not specify which brands SPECIFICALLY the coupon does not apply to.

A second manager, Nicole, came over and insisted that Kohl's considered the brand to be prestigious, though both managers indicated that they didn't know why it was prestigious other than it being Kohl's decision based on their contracts with the brands. Nicole turned the cashier's monitor to me and indicated "that she could not change the price". I saw and indicated that the "price correction" button was active, and that she could indeed change the price - at this point she changed her story and explained that she "would not" change the price or make an exception. I have seen Kohl's make many such "exceptions" (though this would not have been considered an "exception" as it should have been discounted the 30% from the beginning due to the coupon not excluding this brand). Nicole should NOT be in a customer service or management position and is not a very customer-centric individual. Nicole would rather a negative survey response and a complaint to the Better Business Borough, as well as the likelihood of a false advertising lawsuit should Kohl's not rectify this as desired, than apply a $21.60 discount to our order.

"The Balm" is NOT a prestigious brand, and a random survey of several people would definitely indicate this, and I'm fairly certain a courtroom would agree that this unheard of brand is not prestigious.

To avoid a court filing, I will accept a one-time payment of $1,000.00 USD via cash or a Kohl's gift card, at Kohl's discretion. Kohl's should also pull such products from their shelves or allow coupons to apply, at their own discretion.Desired Settlement: Request to use coupon on initial order and for Kohl's to contact me via email at [redacted]

Business

Response:

Kohl's strives to offer a

variety of promotions that all customers can take advantage of. Some products

are not discountable andexcluded from offers. These products are

identified by store signs and on the Kohls.com product page. Unfortunately “The

Balm” exclusionis

not a decision made by Kohl's, but by the vendor themselves. We are

unable to accommodate the customer’s request for monetary compensation. For additional information regarding exclusions please

visit Kohls.com.

Consumer

Response:

Review: Ordered three pairs of the same shoe. Two shoes were a 7.5 and one was a 7. The invoice states that three pairs of shoes shipped,but only two were in the package. I contacted Kohl's and the representative explained to me that there was nothing that could be done except put a request ticket in because the shoes did not come from Kolh's directly they are shipped from the manufacturer they just sell them on their website. I now have only two pairs of shoes instead of three and they are for the bridesmaids and we leave for the wedding on 03/30/16. After the phone call nothing was resolved except entering a formal request to the manufacturer. Kohl's shouldn't advertise or sell products they don't have solutions when problems like these arise.Desired Settlement: Shoes to be delivered before 03/30/16 and for others to beware of certain products Kohl's sells on their website.

Business

Response:

We apologize that our customer’s item was not included in

her shipment. I can confirm the customer’s

refund was processed on 03/29/2016 for $42.39 onto her Visa Card ending in

9935.

Review: I ordered 2 sets of flatware on 10/18/15. After some tome on 10/28 I tracked delivery and they were delivered to an address I lived at 4 years ago. I get all of Kohls flyers,etc delivered to my current address. When I called customer service they told me to go to old address and contact delivery companies (REALLY? Go to someone's home I do not know?). After several more calls to customer service (in Asia) they keep telling me that they "opened a case" but nothing has been done. I even went to local Kohls store but they said they could not help me except connect me with customer service.Desired Settlement: Credit to my account of $121.94

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 apologize for any inconvenience. Additionally, we advise the customer to update their shopping profile before placing any future orders. We apologize for any inconvenience.

Consumer

Response:

Review: I am a Kohl's MVC customer. I earn that status through a Kohl's promotion of spending $600 a year. With MVC status comes 12 additional sales per year and monthly MVC free shipping codes.

I had to change my email address the first part of November. I hoped I would have never had to change it again because the last time I changed my email address it took two -to-three months for Kohl's to start sending me promotional emails with MVC free shipping codes. Fortunately, the last time I had to endure this mess with Kohl's, I still had access to my old email address and was able to get my free shipping codes.

This time however I do not have access to my old email address and I have not received one promotional email from Kohl's since I changed the address. I received a confirmation email from Kohl's the day the address was changed. and I have raised this issue with Kohl's customer service a number of times since the first of November. Nothing has changed. Lip service is all I have received, along with broken promises of sending me coupons, etc.

This is a serious flaw in Kohl's marketing. My niece commented that the same thing has recently happened to her and this also happens when a person moves to a new residence. If you have to change your address, it takes months before you get anything in the mail from Kohl's, including those extra sale coupons that you EARN by spending $600 a year.

I suggested on the Kohl's Facebook page that all promotions, including the MVC free shipping codes be included in the Kohl's smartphone app, and maybe now that someone in the corporate office has to read this, that suggestion might be taken seriously. It would sure save a lot of aggravation if the customer who has EARNED MVC status can continue to get what he or she is supposed to get no matter what the email or residential address.

Kohl's should be embarrassed by these situations. Kohl's is a huge company and the only company that does not know how to change customer addresses efficiently. November and December are Christmas shopping months and I did not receive the promotions I EARNED.Desired Settlement: I want Kohl's to fix this marketing flaw, start adding all coupons and MVC shipping codes to the smartphone app and I want my personal situation addressed and fixed immediately.

Business

Response:

Review: On Dec. 2, 2015, I contacted Kohl's customer service number in reference to online order #[redacted], which was made 4 days earlier on Nov. 28, as well as online order #[redacted], which was made 1 day earlier on Dec 1. I saw that a new site-wide promo code for 25% was now available and I wanted to apply the new promo code to my previous 2 orders. Keep in mind, as of the writing of this complaint, I have NOT actually received the merchandise; it is either being processed or shipped. It seems like a reasonable request considering the Kohl's representative said the company does offer a "lowest price guarantee." Plus, most stores will offer customers the difference when a new sale happens or a price is reduced within a specific period of time. Keep in mind, my purchases were made within ONE day and FOUR days of the new promo code. My original orders had a lower promo code, and I obviously wanted to take advantage of the higher one, as I have a lot more seasonal shopping to do and every dollar counts. It is surprising that the company said "no" considering it will cost so much more in shipping costs, if I simply feel so dissatisfied with how I've been treated that I simply return everything and shop elsewhere.Desired Settlement: I want the new promo code to be applied to the original purchase total on both orders, respectively, and the difference in savings in both instances to be refunded directly to my credit card.

Business

Response:

The customer's Kohls.com order was placed on 11/28/2015, and the redemption dates of the desired promo code is from 12/2/2015-12/6/2015. We are unable to accommodate the customer's request for an adjustment, as his purchase did not qualify. We apologize for any disappointment.

Business

Response:

Regrettably, the customer's order was not placed during the promotional code's redemption dates. We apologize for any additional disappointment.

Consumer

Response:

Review: I placed an order on Thanksgiving and the customer service representative placed the same order AGAIN. So they took another $171 out of out account. Spent two hours on the phone thursday and two hours on the phone today all for them to tell me that I have to wait for the order (that I didn't order) to be delivered then take it to a kohls store to get my money back. They never had authorization to take money out for the second order. It is fraud. And they are not taking accountability for their actions at all!

Business

Response:

We were able to verify that due to associate error, the customer's order was erroneously duplicated. We have processed a return for Kohls.com order # 4211531577, back to the customer's VISA ending in 4080. We advise our customer to allow 10-14 business days for the credit. We apologize for the inconvenience.

Consumer

Response:

Review: On Black Friday, I placed a $167 order using a 20% off coupon, and there was supposed to be an offer to get $15 Kohl's cash for every $50 spent. I never received the $45 Kohl's cash that I deserve, despite contacting them more than once. They keep telling me it's applied to my account, but my Kohl's cash balance still shows $0. Also, my 20% off coupon did not work and they will not give me an explanation of why.

The order number is [redacted].Desired Settlement: I want a refund for 20% of my order (approximately $30) and I want my $45 of Kohl's cash mailed to my house.

Business

Response:

We regret to hear the customer did not receive her anticipated Kohl's Cash. Our records show we sent the Kohl's Cash to [redacted] on more than one occasion. We have no record that the e-mails were returned, or that the messages were undeliverable. Regrettably, we are not able to send physical Kohl's Cash to the customer's home as requested. As a gesture of goodwill we are able to honor the Kohl's Cash on a future Kohls.com order. The customer should simply reply to this complaint with the new Kohls.com order, and we will credit the order accordingly.

Review: I placed an order on kohls.com (order #4535689186 for items to ship to my home address, which is my billing address. Two days after I placed the order, I received an email from kohls.com to say my items have shipped but to another address which is not mine. I called kohls to rectify this and was told to call FedEx. I then called FedEx and was told to call the USPS because these items were sent via smart post. I then called the USPS and was advised that I needed to call the vendor (Kohls- incident 160413-018033) because only the vendor could intercept the address and make the change. I have spent 6 days calling and emailing kohls, FedEx and USPS, only to be advised amongst all three entities that nothing could be done. I spent over $200 on this order and this is the second time I've had a problem. It appears that kohls outsources their customer service operations outside of the US, whereby the reps don't speak English very well, seem to read from a script and are not empowered to bring any customer issues to a resolution. If I had ordered these items through amazon or another vendor, I never would have experienced these issues or treatment. Complete disgrace and they have lost a customer.Desired Settlement: I would like my items to be delivered as ordered or a complete refund.

Business

Response:

Upon review of Order 4535689186 , it appears the customer selected the address. Our system requires our customers to first select, and then confirm the desired shipping address before placing an order. Also, a confirmation email is generated immediately after the order is submitted displaying all of the order information. We allow a 30 minute timeframe for modifications to be made to a order or to cancel the order. The customer has used this address in the past for a order placed on December 27, 2015. The customer can contact the recipient them to send back the items or refuse the order since she is aware of who resides at the address. Unfortunately, this was not a Kohl's error, she would still be responsible for the package.

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.There is an issue with your website- I certainly did not select this address. When I confirmed my order, it said it was shipping to Chicago. I still haven't received my items, no one is at the address they were shipped and I have had multiple responses from Kohls with conflicting messages.

Regards,

Business

Response:

Upon review of the customer's concern, we did look at the Order Confirmation for Order 4533774007. It shows that it was arranged to be sent to the Burbank, CA address. We are attaching a copy of the order confirmation for review. We stand by our previous statement, and at this time consider this matter closed.

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.