Kohl's Corporation

Review: On 11-24-2015 I ordered some clothes and ladies boots for Christmas. I ordered 2 pairs of boots and gave my information and made my purchase and received an order confirmation. With expected delivery between 11/28/15-12/03/15. On 11/26/15 I received another notice from Kohls saying that my order has changed and I would not receive the boots I ordered because they were sold out. Meanwhile Kohls had placed a hold for the amount of purchase and held it as it takes several days for the amount to be returned so not only did I not receive my boots but my money was held and unavailable for a replacement purchase. Had Kohls been using a proper system they would have known immediately that the boots were sold out (never any mention of replacement item or backorder or will ship when in stock) and I could have immediately gone to a brick and mortar Kohls and purchased the 2 pairs of boots. Instead Kohls held my money while I thought that my order was on it's way.Desired Settlement: I want the boots I ordered for the price I ordered them at in time for Christmas for the gifts I intended them as. I also want Kohls to keep real time inventory on their offered products so this does not happen to me or other customers again. I also want kohls to stop putting holds on Credit or Debit cards until such time as the product is actually ready to ship.

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 is out of stock. We are unable to accommodate the customer's request to honor the Black Friday price.

Review: I ordered a George Foreman Grill from Kohl's.com on November 23, 2015. Kohl's advertised that if you order the grill, you also get a $10 Visa gift card. I sent many emails to Kohl's, but the just gave me the runaround for 2 months. I want the $10 Visa card that was promised me.Desired Settlement: $10 Visa gift card.

Business

Response:

We apologize for the customer’s frustration. Please request the customer submit a copy of his rebate form along with his rebate tracking number.

Review: During black Friday (11/26) bought three duffel bags (Order #4203338021) for $19.99 each. During order placement, the duffel bag(Destinations Luggage, 32-in. Wheeled Duffel Bag) was very much in stock. But on 11/30, I got an email from Kohls customer service , informing that there are canceling two of the duffel bag. I have two issue with how kohls customer service and their system is handling their orders and inventory of their items.

1.During Black Friday , sears, macys and other store had similar duffel bag for $19.99, but because the cancellation email was sent 4 days after placing my order, I can not get that price from other stores.

2.If those items are out of stock, how come they are always available on kohls.com after my cancelation (11/30) and now for higher price.

This looks like not honoring black friday price and now selling the same item for higher price.Desired Settlement: I would like to get them for the same price as advertised on black friday and not honored.

Business

Response:

We regret that the customer's desired merchandise is no longer available. 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. Regrettably the product is no longer available, and we are not able to honor the Black Friday sale price. We apologize for any disappointment.

Consumer

Response:

Review: Ordered product from kohls.com and received wrong item 3 times. Item ordered Rihanna Womens perfume collection gift set sku 33778214 received Rihnna 3 pic Womens perfume gift set sku 99434060. Each time I was assured I would receive the correct item. Rihnna Womens perfume collection gift set sku 33778214 contains a new fragrance called RiRi which shows exclusive to Macy's so why is Kohlls advertising thiis fragrance and sends something totally different.Desired Settlement: I want this product and if they do not sell it have the items removed from the Internet. If this product is exclusive to Macy's (RiRi fragrance by Rihnna) why Isi Kohls advertising this product for sale on Kohls.com and then sends something totally different without anyone trying to correct the situation

Business

Response:

We regret the customer received the wrong item on multiple occasions. After researching the customer's concerns, we are able to confirm there was a ticketing issue, and regrettably the desired merchandise is out of stock. We have also removed the item from Kohls.com. We apologize for any disappointment.

Consumer

Response:

I do understand that there was a mistake made by Kohls. They had three opportunities to fix it but no one wanted to take the extra step to see why it was happening. I was very much inconvenienced and I want the complaint to stand. Not a happy customer.

Review: Terrible service at Kohls. Did a ship to store of Baby Carter's "Santa's Helper" Christmas Sleep & Play. Had to wait in a long slow line. When I received the merchandise, it was defective (missing two buttons). Went to return it and it was out of stock in that size. Kohls would only refund me the current price of the merchandise, but that was $4 less than I paid. So Kohls basically scammed me out of $4 to stand in long lines twice, and I have no merchandise.Desired Settlement: I would like a 9 month size of [redacted]'s "Santa's Helper" Christmas Sleep & Play, or all of my money back.

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 during your visit. 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.

Review: I have had to jump through hoops after my $4000 diamond wedding ring was damaged to replace or even return it. After hours on the phone I was told I would get a maximum of $1600 back for the ring and that they would price adjust the ring so I could have it replaced . I was then told I would receive a check in the mail in 7 to 10 business days . On the 11 th day I called the number they gave me and talked to Jim in customer transactions. He proceeded to tell me that they have not mailed me anything as well as the refund will be in store credit . He was very rude and unprofessional and told me it's not his problem . He also informed me that tomorrow they will mail me the store credit but it will not be there for an additional 10 business days. The most upsetting part of this is being unable to rely on a company that guarantees no hassle returns especially on certified diamond wedding bands. It has Ben everything but no hassle.Desired Settlement: I want to get a refund , not a store credit so that I can cancel any continued business with this corporation do to its shady practices.therefore being able to purchase a wedding ring from a business that will keeps its promises.

Business

Response:

Our records show the customer

spoke with our Corporate Refund Departments on 11/09/15. She stated this was a

jewelry item she bought a few years ago and she could not locate the original

purchase. Our Corporate Refund Department authorized a Kohl’s Merchandise

Credit of $1,619.99 for the non-receipted return. This was sent to the customer

via USPS on 11/10/15. The customer was advised to wait 5-7 business days to

receive this. We are unable to comply with the customer’s request for a refund

in any other fashion than a store credit, as she failed to provide proof of

purchase.

Consumer

Response:

I gave all requested information for them to even look up the transaction but the person we spoke with on the phone when I was in store on October 26th said he did not have to ability to check the archives for my transaction. I was also offered to purchase the ring due to the need to have it replaced by since the ring was not in store they had to do a round about way of ordering me my replacement ring. and I was assured if I paid for the ring then while I was in store my refund would be a heck and not store credit. Now I am feeling like there is a lot of dishonesty with this company. Or a lack of training for this sort of thing.

Review: I ordered the Ella comforter set and the image it looks like it fully ruffled. Only when I received it I opened it and it's only half ruffled. When I called to file a complaint with customer service where I was told that it's my fault I should've looked harder because it's obvious it's half ruffled. I even put up the image on Facebook. And everyone said that it looked fully ruffled no where in the description did it state that it was half ruffled. So a week til Christmas I have to go out and look for a similar comforter for my 4 year old daughter and what customer service tells me is that "I'm not saying your blind or whatever, but you should have looked harder" nothing offered for my problems, I'm even blamed for their false advertising of the product. Product # [redacted]Desired Settlement: I would like the full refund I paid for the item without kohls cash removed. And an apology for being made out to be a dummy. And also more pictures added to that comforter so no one else has to go through the trouble of this.

Business

Response:

In accordance with Kohl’s standard practices and our desire to keep our loyal customers completely satisfied with their shopping experiences, we would be more than happy to facilitate a return and refund if the customer is not completely satisfied with her purchase. She may return any item, at anytime, for a full refund with a receipt. Returns without a receipt will receive a Kohl’s Merchandise Credit, good toward any merchandise throughout the store. Additionally, if the Kohl’s Cash Coupons have been used, the system will deduct the coupons used value from the return amount. We apologize for any disappointment.

Consumer

Response:

Review: On the afternoon of July 4th 2015, I went into my local Kohl's [redacted] Department Store to start a return. I had in my possession three curtain window treatments which ended up not fitting as I had liked. I started the return with what seemed like a very uneducated woman, she was rude and tried to rush the entire situation despite having no other customers in cue.

However, upon attempting the return I was told my refund would have to be issued as a Level 3 Review Corporate Refund. A Corporate Refund was explained to me as being a refund which would be verified and then issued out by Kohl's Corporate themselves and then mailed to me in the form of a merchandise card. After requesting an exchange or store credit I was told this was the only way to get any form of compensation other than just keeping the window treatments. After reluctantly accepting and providing my personal information the store associate had difficulty accepting that you need to put your apartment number when stating you reside at an apartment complex, an issue which took much longer than it should have and required the assistance of a store manager to get her to understand. Her reason being "The Post office will find you, trust me".After that charade was finished I went on my way being told I should receive a refund within 7-10 working days.

After over two weeks had passed I started calling the 800 number on the bottom of the receipt (###-###-####), on multiple occasions I was told everything from "its being processed" to "we can't find any record of your transaction". I went back and forth from emails, phone called to even stopping in the store and speaking to management all with no avail.

Its been over three months, I have yet to see anything no merchandise credit no calls....NOTHING... This is inexcusable, you received my item and as far as I'm concerned I could have donated them to charity and had the same effect.

Here are the details of my transaction...

Kohls [redacted]

###-###-####

07-04-15 7:26P [redacted]

Total 259.80 (MIND YOU I PAID MORE BUT THIS WAS THE CURRENT SELLING PRICE)

Refund [redacted]

Level 3

CORP RFND 259.80Desired Settlement: I'd like my refund please. It was for 259.80, we had paid more but this is what you all think is deserving.... Thanks for valuing customers.

Business

Response:

We apologize for the inconvenience our customer has experienced. Our Customer Transactions Department has no record of speaking directly with our customer. Our customer may have listened to an automated message when calling the 800 number that advised the refund was being processed. We need to confirm information with our customer before we can mail the refund. We would like to get this resolved for our customer as soon as possible. Please note that the store is unable to assist any further with the refund and our customer needs to speak with a representative from our Customer Transactions Department. We called the customer today and left a voice message with our contact information. We ask the customer to please call ###-###-#### from 7:00 am to 7:00 PM (Central) to speak directly with a representative. Thank you.

Review: I was told that someone from the Kohls Corporation would look at my Kohls credit card and reimburse me the points according to my purchases on my Kohls credit for as long as I have had my Kohls reward card, which they stated was 2012. To date I have never received any Kohls reward points because I did not have an email address, didn't know that I needed one. but was told I would be reimbursed with all points on all purchases for the length that I've had the points card. I received 25 points from Kohls through my email just last week which I know is wrong. I would like my points that were to be rewarded to me. ?????????????????? I was so disgusted that I wrote them telling Kohls to cancel my card and that I would contact you. I don't know how it works, I know I won't get my points, but wonder how many people Kohls is actually doing this to? thank you for your time.Desired Settlement: to get the word out that Kohls reward points I feel are a scam.

Business

Response:

We regret to hear the customer did not previously complete their Kohl's Yes 2 You Rewards enrollment. We advise the customer to contact us at ###-###-#### if she continues to encounter difficulties. We apologize for any disappointment.

Review: On 12/7/15, my order, #[redacted] was placed. Part of the order, The Treble Clef Necklace Pendant, was shipped separately and was received 12/11/15. The item arrived in a small plastic bag packaged inside of a padded mailer envelope. (It was very clear that care had not been taken by the employee in charge of packaging and shipping

the item. Jewelry, at very least, should be boxed or in more secure packaging because of its' fragility).

Upon opening the envelope, the necklace chain was knotted and kinked. One of the clear stones in the pendant appears to also have come slightly loose. The item was intended as an early Christmas gift, which could not be given in this condition.

I contacted Kohl's Customer Support the day the item was received. They replied, telling me it was my responsibility in returning the item, at my cost, or to a Kohl's store. My nearest Kohl's is over 30 miles

away and I have no means of getting there. I don't believe I should have had to pay to return the item,

as the packaging security had been neglected on Kohls' part.

To add insult to injury, I was also informed that I would not be receiving Kohl's Cash for my purchases,

even though the website clearly stated "Everyone Gets $10 in Kohl's Cash for Every $50 Spent", my order

was $60.34. The extra $10 that would have been earned from the order was the incentive for the

purchases made in the first place.

I am also a Kohl's charge card holder and feel I have no other choice than to cancel my account/card after this situation.Desired Settlement: I would appreciate a refund, as it was their responsibility to package the item securely and ship it.

Business

Response:

We have processed a credit for the damaged item from Kohls.com order #[redacted] on 12/21/15. We advise our customer to allow 10-14 business days for the credit to appear. We apologize for any inconvenience.

Review: Kohl's Black Friday ad had Kitchen Aid classic mixer, model KSM75 advertised at $199. the ad started on 11/23. Underneath it stated that this price is with a $30 rebate. Then it states that the rebate is 11/25-11/30. The rebate on the other mixers all start on 11/23 when the sale starts. This is deceptive advertising. I purchased on 11/23 the day the sale started. And then I realized that the $199 price is not correct, it is deceptive since rebate did not start , although the sale had started.Desired Settlement: reimburse me the $30 that the rebate would have provided.

Business

Response:

Upon review of the customer’s concern, it appears that

regrettably her purchase was not made during the qualifying dates to earn the

rebate. The requirement of each rebate is set up and specific to each vendor of

our merchandise. The specific rebate qualification period is a decision made

directly by the manufacturer, not by Kohl’s. Kohl’s is unable to comply with

the customer’s request to issue the rebate outside of the dates established by

KitchenAid.

Consumer

Response:

Review: I ordered a $50-e-gift card from the Kohl's website on 3/7/16 to have sent to my mother for her birthday. She did not receive the e-gift card, so I called Kohl's to resolve it. I was told I'd receive my refund in a few days to a week. When the charge was still showing up after that time, I called again to see what was going on, I was told that the person I had spoken to the first time had done the refund incorrectly, but I was assured that it was fixed now, and I'd receive my refund soon. I still haven't received my refund over a month later.Desired Settlement: I would like to finally receive my refund for the $50 e-gift card I never received.

Business

Response:

Upon review of 4905079020, we show the canceled balance of $50.00 on the original gift card purchased. We will be happy to send out customer the $50.00 gift card initially purchased.

Review: On 6/16/15 I purchased $795.69 worth of merchandise at store #545 and was issued "Kohl's Cash" in the amount of $140, which I never used.

On 8/1/15 I returned $539.98 worth of that merchandise at store #552, where I was told I would only receive $465.45 of my money back on my Kohl's credit card because my "Kohl's Cash" was used on 6/29/15. As per their T&C if YOU use your Kohl's Cash then return items from the purchase that earned you the Kohl's Cash your "unearned Kohl's Cash" will be deducted from the amount that you receive in your return. Which I completely understand - IF I HAD USED MY KOHL'S CASH. But I did not. The customer service gentleman told me to call Kohl's Customer Service, which I did later.

Kohl's Customer Service 800 number told me they could not do the refund for me that I would have to return to the store and speak with the manager so she could do it. So I went back to store 552 and spoke with manager, Barbara Quirk. She understood the scenario and said she could not refund my card that Kohl's customer service would have to do it. But she printed out the transaction details of when someone used my Kohl's cash to make a purchase at store 552. This person used 2 Kohl's cash, mine for $140 and another for $10 then put the balance of their transaction ($7.89) on their Kohl's charge card #[redacted]. She told me that customer service once they had this information would be more than happy to refund me the $140 that should have been refunded to me, but because someone else used it, was not refunded to me, and now I have to pay out of my pocket $140 to pay the credit card off.

11/4/15 I spoke with Christian in customer service who once hearing this story said he would get the $140 refunded to my card because it wasn't my fault, and to wait 7 days. Ref# [redacted]

11/11/15 refund still not done, called back and spoke with Rochelle, who isn't sure why the refund wasn't done but understands completely and is so sorry this happened and will make sure the refund gets taken care of, give it 7 business days. Ref# [redacted]

11/30/15 refund still not done. called back and spoke with manager, [redacted] who says he cannot do a refund, doesn't know why 3 other people told me this would be possible. And that I was responsible for the $140 even though I did not use the Kohl's cash and don't know who did or how they even got ahold of my Kohls cash.

I'm at my wits end - it's $140 that is owed to me, that I will now have to pay out of my pocket. I did not use Kohl's Cash, therefore the entire return that I did should be refunded to me. I did not use Kohl's cash, no matter what their system shows - I didn't use it, and therefore I shouldn't be required to pay for it.

I am a wonderful, loyal customer of Kohl's and will continue to shop there as long as this is resolved. I have never used Kohl's cash and don't ever intend to. This is a very simple problem with a very easy and inexpensive solution for Kohl's to keep a happy and good customerDesired Settlement: I need $140 put back on my Kohl's Credit Card, so that I am not responsible for that amount.

Business

Response:

We have reviewed the customer's Kohl's Cash claim. We have processed a credit for the missing Kohl's Cash to the customer's account on 12/07/15. 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: I went on Kohls.com and purchased a bike for $223.00 I was waiting for my Kohl's cash to come in for it. But upon chatting with the Customer Service, it turns out that I bought my bike on the wrong day! Since the purchase date was not coinciding with a non-cash period. There was NOTHING that stated that I was not getting the rewards. I feel this is deceptive customer service. I was expecting the Kohls cash! They are not clear on when you can get the rewards and when you cannot.Desired Settlement: I would like my Kohls cash for the item I purchased. Otherwise I will return it, and purchase at another store! I will never shop there again. This is DECEPTIVE!

Business

Response:

We apologize for the customer’s confusion. There are very specific dates that customers can either earn or redeem Kohl’s Cash. These dates are listed on our advertisements; and when offered, on our Kohls.com landing page. We cannot generate a Kohl’s Cash certificate on a purchase that was not made during an earning period.

Consumer

Response:

Review: I sent the following message to Kohl's after receiving an email that they would not honor my original order price after they shipped the wrong item.

If you do not adjust the price of my order, I insist you cancel my order with a full refund as well as refund the shipping on my original order in which I was shipped a lip balm instead of these Levis which were ordered at a price of $19.99.

I picked up my order ([redacted]) from my mailbox on 10/14/2015 in a box sized to accommodate the jeans I ordered. I opened it in front of my son, telling him that I had ordered him the jeans he wanted. When I opened the box, it appeared empty except for packing material. At the bottom of the box was a lip balm. That was incredibly disappointing.

I got on the phone with Kohl's Customer Service. I listened to Kohl's voicemail, then an advertisement, and then a recording that I had been 'randomly selected' to participate in a customer service survey at the end of my call. Then I spoke with [redacted], who - although she was trying her best to be helpful -put me on hold several times over the course of many minutes. We discussed what had happened, and she said she was initiating a case or a ticket on my behalf. After several instances of being put on hold, she said she talked to her supervisor and that my order would be refunded and a new order would be placed on my behalf including the $10.00 Kohl's cash that I originally used and that I would not be charged shipping. Then I was put on hold again at which point she came back on the line but apparently couldn't hear that I was on the line and responding to her. This happened many times over with me being able to hear her but her not hearing me. Eventually I was cut off and sent to the survey which I did not take. I had already given her my order number, my email address, and my physical address but there was no attempt to follow through with me and I had an appointment so I had to leave. That was a huge waste of my time.

I returned after an hour and called Kohl's Customer Service again. I listened to Kohl's voicemail, then an advertisement, and then a recording that I had been 'randomly selected' to participate in a customer service survey at the end of my call. Then I spoke with a young man whose name I didn't catch. I explained my situation and told him I had limited time due to a meeting I needed to attend and asked if I could be re-connected with [redacted]. He said he was new and would talk to his supervisor. I was put on hold and told when he got back on the line he told me that wasn't possible. At this point I was extremely frustrated.

On 10/15/2015, I called Kohl's Customer Service again. I listened to Kohl's voicemail, then an advertisement, and then a recording that I had been 'randomly selected' to participate in a customer service survey at the end of my call. I spoke with [redacted] and explained to him all that had happened up to that point. He put me on hold then told me he was initiating a case or a ticket on my behalf ([redacted]). He said I would be sent an email with a credit for my incorrect shipment. I asked him to please place the replacement order for me while I was on the phone. He put me on hold to talk to his supervisor. He came back on the line and placed the order ([redacted]), saying that I would be charged full price minus my $10 Kohl's cash that I originally used and minus shipping, but that I could call back tomorrow (!) and get a credit for $31.00 applied to my order. He created another ticket ([redacted]). By this time I am angry and hating Kohl's. I stayed on the line for the generic 'survey' that never gave me an opportunity to share my experiences, only to give a numerical score for several questions. I did not fault [redacted] or any of the employees that tried to help me since they were doing their best with the apparently horrible system they have to work with, but it was very annoying to have them constantly tell me how important I am to Kohl's when this obviously is not the case. They were all also constantly thanking me for my patience. I got the impression that these kinds of situations are common.

Meanwhile, I get an email confirming my order for the Levi's, now priced at $40.00, as well as an email asking for the UPC code of the item that was mis-shipped.

On 10/15/2015, I again called Kohl's Customer Service. I listened to Kohl's voicemail, then an advertisement, and then a recording that I had been 'randomly selected' to participate in a customer service survey at the end of my call. I spoke with Earliane and shared my previous ticket number and experience with her. She created another ticket ([redacted]) and told me I would be given a credit. And now I get the email below. I am disgusted with Kohl's and the constant false statements of how important my business is.

All together, there have been 12 contacts(including this one) between us because of this issue. My feeling is that Kohl's is a sy company that offers sy customer service because it gives sy training and tools (and probably pay, resulting in the original issue in the first place which appears to be employee theft) to its employees. I look forward to sharing my experience on social media for the laughs. But let me end this message (that doubtfully will be acted on) just as cheerfully as [redacted]. did below: Have a great day!

Sincerely,

[redacted]Desired Settlement: I would like my correct order delivered at the price I ordered it at. I would also like my time and energy back but obviously that is not going to happen. Finally, I would like Kohl's to become an honorable corporation that treats its customers with respect by paying and training its employees and providing them with decent tools to perform their jobs.

Business

Response:

We have processed a price adjustment for Kohls.ocm order number [redacted] back to the customer MasterCard ending in [redacted]. We advise our customer to allow 10-14 business days for the credit to appear. We apologize for any inconvenience.

Consumer

Response:

Review: I placed an order with Kohls on December 6th with free delivery by Christmas. Most of my order was set to arrive yesterday December 17th. When it did not arrive I checked the tracking information, two of the pkgs are no longer set to be delivered, one seems to have disappeared the other went to Virginia instead of NJ and is now supposedly back en route to Kohl's. kohls informed me that they will not refund my money until they receive the pkgs back...even though I never received them and they can see online that I am not going to. Now I don't have Christmas presents or the money spent on them.Desired Settlement: I want a refund of $68.70 for the merchandise I will not receive.

Business

Response:

We regret the customer's order was missing items. The customer will receive a refund 7-10 days after the merchandise returns to our warehouse. We apologize for any inconvenience.

Review: I used a store credit to purchase an item over the phone, but there was a problem with my order. The representative deducted the amount from my store credit, but he said there was something wrong with the computer system so it didn't generate an order number. He told me that a confirmation email would be sent within an hour or two, but that never happened. Now I've used most of my store credit, but my order was never placed.Desired Settlement: I want the item I ordered (SKU # [redacted]). My store credit was in the amount of $8.54, which covered the price of the item. I can provide the store credit number if it would be helpful. The Revdex.com system wouldn't allow me to include it.

I also had a reference number for free shipping to compensate me for a mistake that Kohl's made on a previous order.

I also used the "[redacted]" promo code for a 15% discount.

Business

Response:

We apologize for the inconvenience our customer has experienced. If the customer would please provide the number listed on the back of the Kohl's Merchandise Credit, we will be able to further research the customer's concern.

Consumer

Response:

Review: I ordered an item on December 2nd for a gift to be used on December 11th. Customer service assured me it would arrive by that date on the phone order. I still have not received the item. They say there's a chance it could get here by December 23, but I need the item to return it to get a replacement gift. (Because it was a Christmas sweater, and won't be wearable after December 23). Tracking hasn't moved in a week, and there's no estimated delivery date.Desired Settlement: I just want a refund on the sweater now, instead of waiting for a month for it to maybe come in the mail and then fight after Christmas crowds to do a return.

Business

Response:

Our records show Kohls.com order#[redacted] was delivered on 12/19/15. We apologize for the delay.

Review: I placed an on line order on 11/30/15, 3 small items. Delivery was to be between 12/3/15-12/10/15. On 12/12, still no package, tracking item stated package would be delivered on 12/14/15. I emailed customer service who offered me no solution/compensation for item being late except to let them know if it doesn't arrive. I placed a call to a customer service rep at Kohl's on 12/14 to explain that I was dissatisfied as this gift was for a party this weekend. Had I known they could not deliver as promised I would have gone elsewhere. She had me explain again what I wanted and then offered me a reference number for 25% off my next purchase. If I order on line I would have to call customer service again to apply the discount. A lot of extra steps! Well 12/14 business day is done. No package. Tracking now shows it will be here on 12/15. I placed a call to customer service. I spent 26 minutes on hold. Spoke with a rep and a manager who could not help me. I want my money back but have been told I have to refuse the package when it comes. Well I work. And I am not home when items are delivered. I was then told I could contact the local post offices in the area to try and stop the package. Seriously? Why should I be inconvenienced at all? It's $22.20 that I want back. Get your own package back!! I was told twice now "well it is busy with the holidays, these things happen." Not with other on line companies. I think "weeks" are plenty of time to "expect" a package. I had to buy these items elsewhere. And I order on line to avoid taking a messed up order back to a post office or store. What is the point of on line ordering? If posting delivery times I expect a package. Bottom line. This should not be placed back on the customer to get these items back. And the customer service reps really do not cater to their customers! What a shame!!Desired Settlement: Please refund my money and figure out what to do with the package of it ever arrives. I do not have time. This is why I order on line.

Business

Response:

We regret the customer's order did not arrived in the initial provided timeframe. Due to the time of year, retailers and carriers may experience delays. Our records show Kohls.com order #[redacted] was delivered on 12/15/15. If the customer no longer desires the merchandise, we advise the customer to return the merchandise at her local store for a refund. We apologize for any disappointment.

Business

Response:

We apologize for any additional disappointment, and stand by our previous response.

Consumer

Response:

Review: I am still waiting for a call back from a supervisor from my call 11/27 regarding an order which was not not gift wrapped. Then 12/2 I found out a 2nd order had arrived to another recipient also not gift wrapped. I called customer service again the morning of 12/2. I continued to be promised that I will be called back within 24 hours. On 12/2 I requested to hold for a supervisor and was told I could hold only to be put in someone's voicemail who has also not called me back. It seem to be a pattern that all supervisors are "in a meeting" and are supposed to call back but don't. On the evening of 12/2 I put in an online request to confirm the gift wrap charges had been refunding and find out when a supervisor would call. An agent responded that one of my gift wrapping charges had been refunded but went dark when I replied to find out again when a supervisor would follow up with me.Desired Settlement: I would like any help the Revdex.com can provide. I would primarily like the Revdex.com to help me get a call back from a manager who has authority to help me. I have been unsuccessful in getting Kohls to let me speak with anyone other than a first line customer service agent who has no authority to resolve the issue.

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 our customer's 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 for our customer and we regret that our associates did not provide her with the service she had anticipated.