Kohl's Corporation

Review: I came to Kohl’s department store on 05/08 to make a purchase for my daughter. I received in e-mail message from Kohl’s offering 10.00 off 50.00 purchase. The coupon had following discloser attached to it

$10 COUPON IS VALID ON A MINIMUM $50 PRE-TAX SELECT FASHION AND SILVER JEWELRY (EXCLUDES FINE JEWELRY), WATCHES, WOMEN’S ACCESSORIES, COSMETICS & FRAGRANCE, WOMEN’S APPAREL AND ACTIVEWEAR, HOUSEWARES, HOME TEXTILES & DECOR PURCHASE FOR ONE TRANSACTION MAY 1-8, 2016 IN STORE AND ONLINE WITH ANY TENDER TYPE. Coupon must be surrendered at time of in-store purchase or Promo Code/Barcode must be entered at Kohls.com to receive discount.

Limit one coupon per customer. Coupon can be combined with other offers.This dollar-off coupon will be applied prior to percent-off total purchase discounts/ coupons. Coupon cannot be redeemed for cash. No cash back.Coupon not valid on the following merchandise: Gift Cards; Kohl’s Cares® cause merchandise or other charitable items; prestige brands of cosmetics, skincare and select prestige brands of fragrance; Columbia; Dyson; Levi's; Nike; select electronics/electrics; consumables; and select online-exclusive merchandise. For a complete list of these merchandise exclusions, go to Kohls.com/exclusions or look for signs in our stores. Coupon also not valid on price adjustments on prior purchases; payment on a Kohl’s Charge account; taxes, shipping and/or handling fees. Reproductions or duplicates not accepted. Return value of merchandise purchased with this dollar-off coupon will be subject to adjustment. Coupon is nontransferable. See associate for details.

I selected dress and 5 pairs on underwear and came to the cash register to pay for them. Cashier advised me that for some reason the coupon is not processing by register. She stated that she is not sure why as my purchase should be valid for it. She consulted another cashier who also stated that coupon should work. Then they called one of the managers who originally also stated that it should work. Then- as it still was not, he stated that underpants do not qualify and are excluded. I asked him to show me where does it say that. He was unable to provide me with that information. He ultimately stated that women’s apparel and intimate apparel are separate categories of merchandise. (As a relevant comment here I would like to note then when I search Kohl’s web site for “Women’s apparel” it brings intimate apparel as well).

On 05/09/2016 I contacted Kohl’s customer service via chat and they stated that intimates are excluded, that it is not defined anywhere but they are and they can provide me with 15.00 off online purchase if I want. I clarified to them that I do not want to buy any more items from them and would like to receive an answer to my question. Chat associate provided me with phone number and address for further inquiries.

When I called Corporate Office I was provided with the same vague statement that it is excluded and I can see the list of exclusions on their web page. We reviewed it together and that page did not provide any relevant info to my inquiry as it just listed standard for US retail industry high end cosmetics and sports and brand name exclusions.

Associate from the corporate office also stated that she does not have any address that she can provide me for corporate complaints but she can transfer me to the office that can assist me further. She transferred me to some generic voicemail and I am still waiting for call back.

As I was unsatisfied with such response, I called back and spoken with another associate of Corporate customer service and her manager. Both individuals stated that there is no address for corporate complaints and that items that I was buying must have been excluded.

I find that the advertisement is very misleading and their resolution has the same misleading – reel you in to buy more from Kohl’s policy rather than addressing the flaw in their procedures.

And to sum up my concerns are:

• Advertisement statement is unclear and is intending to mislead consumer

• Representatives of the company are not providing with the clear way of being able to address the issue with company executivesDesired Settlement: I would like to be provided with 10.00 refund it the form of the check payable to me as well as explanation of what is being done to correct the flaws in the advertisement by Kohl’s

Business

Response:

Our customer has reached out to use through another channel. It appears that we did apply a $10.00 credit to the customer's Kohl's Charge ending in 4869 and resolved our customer's concern.

Review: I placed a order for 17 small kitchen appliances (4 slow cooker, 5 mini blenders, 3 mini chopper, 5 coffee makers) of $14.99 each on April 9th 2016. The total of the order after 15% discount code was $222.88

The items also had a $10 each mail rebate.

When I received the delivery via UPS, I was given only one box with 3 slow cooker. When I contacted UPS about the remaining order I was told other boxes are being sent back to Kohls as they had used same shipping label on all boxes which was not correct according to UPS.

Contacted Kohls.com customer care and after long discussion and speaking to a supervisor, I was promised that the order will be resent once they receive it.The items were meant as a return gifts for my friends and I was awaiting delivery of the same.

I had a chat with customer care asking the status after few days and I was promised it will be reshipped soon.

When I did not receive any update I contacted Kohls customer care again and this time I was told I had been given wrong information and I will not be receiving the order. They claimed the discussion with a supervisor never happened and improper information of redelivery was made by the kohls employees. They asked me to reorder the items and told me they won’t provide the $10 email rebate on the new orders. I had long discussions and then gave up as kohls was not keeping up the promise on the delivery on the items and also on the discounts promised. I agreed to accept the refund.

After 3 days I received a refund of @126.44 .

I called Kohls.com to enquire on the refund amount and I was told they had deducted the amount for the 3 slow cooker and the $40 kohls cash purchase I had to make. I told them I did not want partial order nor wanted the 40$ kohls cash purchase as it was forced purchase. I also made the calculation and proved that they had to still pay around $17. They asked me to return the 3 slow cookers and the $40 kohls cash purchase item to Kohls and take back the money.

But when I returned the partial items kohls employee told that they can’t give me the money but I will have to keep the kohls cash and make a purchase. For the 3 slow cookers also they mentioned they can’t return the complete amount but will deduct the 10$ worth of kohls cash again. (which was already deducted by kohls.com while refund). When I indicated that it was already deducted I was told its not updated in their system and the system won’t allow them to return the money.

Now I don’t have the order delivered, My housewarming return gifts plan is spoiled by kohls inefficiency to deliver as promised, I lost out on the $170 mail rebate, I am stuck with 3 slow cookers which I don’t want and not getting the money back as I don’t want the so called Kohls cash and also stuck with 40$ of Kohls cash which is like making me forcibly shop at kohls which I don’t want to.

Its has been complete torture at multiple stages over the past 25 days. The customer support is totally inefficient and keep changing their words.Desired Settlement: I want them to take their partial delivery as its of no use to me and return actual cash in place of the so called "Kohls cash". I want them to provide complete delivery of all products ordered for same price along with the promised $10 rebate on each item. I want them to compensate for the daily torture, waste of time and energy over the last 3 weeks.

Business

Response:

We apologize for the inconvenience experienced in regards to Order 5075649669. Upon review of the customer's order, the rebate will only allow a quantity limit of 5 items per household. Therefore, the customer would only qualify for $50.00, not $170.00 as stated by our customer. The customer is more than welcome to submit the rebate for the 3 slow cookers received and receive the rebate for those, if they wish to do so. We are more than happy to send our customer a $40.00 Gift Card to replace the Kohl's Cash earned for the original order, as well as for the inconvenience. An additional credit was requested to be processed today in the amount of $39.28 to the Visa ending in 2974. Please advise the customer to allow 7-14 business for it to post their credit card account.

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.

The details in the response from Kohls stating that I would be eligible for only $50 cash back is incorrect. Please find the snapshot of the Kohls rebate form terms which clearly states that "Limit 5 rebates per product per household". Since I have 4 different products I would have been eligible for $170 cash back. I also had a chat with the Kohls Rebate customer care to confirm my understanding before placing the order and they confirmed that my understanding was correct and I will be eligible for the stated cash back. The kohls rebate chat reference number which confirmed the rebate is 1465143. The proposed resolution to replace the 40$ kohls cash with a equivalent 40$ gift card and to hold onto the slow cookers which I already have with me does not change the scenario.I would appreciate a better compensation for the miss from their part and also for spoiling my housewarming gift plans. Regards,

Business

Response:

On our rebate form, it states 5 per

product per household, meaning 5 of the qualifying items per rebate form. We

stand by our previous statement. At this time, we consider the 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.I provided the transcript of the chat where the Kohls rebate customer care had stated otherwise. But still the reply goes on to state the opposite.So on the Revdex.com forum as well I proved all the claims with the necessary proofs but sill Kohls does not want to accept it and just replies the matter closed. Summary of the transaction:Placed an order of 17 items which does not get delivered. only 3/17 items are deliveredCustomer service keeps saying they will deliver soon for 20 days before saying I was given wrong information. I was told I will be given the money back .I am returned partial money. Asked to keep the 3 items and some “kohls cash”I did not want those partial items or kohls cash. went to return it.Kohls again gave partial money and remaining amount in form of “kohls cash”I rejected it.Came to Revdex.com forum. Gave the details.Kohls replied with false information about the chat information I mentioned.Luckily I had the transcript and I provide the transcript of the chat.Kohls just reply back saying matter is closed without even mentioning about the transcript details.Closing comments:So much for customer satisfaction and promise. All the levels can just say “Information provided to you was wrong (and we wont do anything about it)”.No thanks for the experience. Will make sure to purchase from reliable places in future.

Review: December 4th, 2015 I tried to purchase a blender and 3 toys for my daughter in a total of 128.69 and a error message came on the screen stating that the purchase was not processed please call a particulate customer service number. So I did and spoke with a rep and he told me he did not know what was going on with their webpage and don't know why it did not process through. So therefore he asked me would like to order through him and I replied sure. So as we proceeded to order over the phone through him he said he wasn't able to go through and he said maybe its your card so I tried another card. Then he said it went through and it will be available for pick up at the store the next day. So the next day came December 5th I went to go pick up my blender. The Kohl's associated said I had purchased 3 I said no that's incorrect it should only be one. Then I checked my bank account on line and the I seen that the associate over the phone charged me for 3 times. So I then called the customer service line and asked to speak to an supervisor to handle this issue. I spoke with an supervisor for about 5 mins and they seemed to have the issue under control and they said they will refund me the amount that they over charged me since it was due to their error and since I did not take the other 2 products from their store but I would have to wait 24-48 hours for it to go through. So I waited and seen partial credit credited back to me so I got on the phone with them again to explain to them that they did not give me all my money back. And the supervisor that I spoke with gave me a hard time and said I have to wait another 24-48 hours to receive my credit to my account. So I waited till today Dec, 8th, 2015 and seen that Kohl's took more money out of my account 3 times again I got on the phone again spoke to rep and waited on hold for 30 min and could hold any longer because I was on my lunch break and had to go back to work. This is ridiculous. I will never order from Kohl's again. This is my 1st and last experience with purchasing anything from Kohl's again. I am so frustrated. I think Kohl's is running a fraud scam on people who is ordering over the phone and online.

Please Help.Desired Settlement: I would like to have all my money that you took from my account, except for the 1 purchase that I bought which is the one blender.

Business

Response:

Our records show records all applicable return credits were processed on 12/08/15, back to the customer's VISA ending in [redacted]. We advise our customer to allow 10-14 business days for the credit to appear. We apologize for any inconvenience.

Review: I purchased two items from Kohl's using Kohl's Charge Card online (order# [redacted]). I refused delivery with the carrier and the items were returned to Kohl's. Kohl's has refunded one item but refuses to refund the other item and Kohl's Charge refuses to reverse the charge. I never got possession of the item so expect the charges to be reversed. There were purchased together and shipped under the same tracking number and where refused delivery at the same time. So I am puzzled why Kohl's have decided to reverse the charge for one but not the other.Desired Settlement: Refund the cost of the item I refused delivery of.

Business

Response:

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

Review: I have contacted on numerous occasions about my treatment, the fact my product was, indeed, TAKEN after returning without receipt (there's a promised of hassle free returns which is totally false advertisement). I am currently waiting, again, on customer service to answer the phone and it has been 33 minutes.Desired Settlement: I want a check (cash) for my goods kohl's has in their possession.

Business

Response:

Upon research of this complaint, our records show this refund is for a [redacted]. On 01/20/16, our Corporate Refund Department advised Mr. [redacted] that the merchandise may be picked up, but only by Mr. [redacted]. We advise the customer to reach out to this department directly for any additional assistance. They can be reached at ###-###-####.

Consumer

Response:

Review: I placed an order at kohls.com on 10-25-15. The package was sent to New Mexico and I live in [redacted]. I found that the package was shipped to New Mexico when I tracked it. I immediately called Kohls to let them know that they had sent it to the wrong address and state. They told me that they would stop the shipping, have it sent back to the warehouse, and send it to the correct address. A couple of days later I tracked my order again and it had been delivered to the New Mexico address. I immediately called Kohls again to let them know that it had been delivered to the address in New Mexico and they told me that they would submit it as a lost package and refund my card within 3 business days. I allowed them 5 business days and never got my refund so I called back for a third time. This time they could not find my incident number and all of my information was messed up and I had a hard time verifying myself. When I was finally able to verify myself, they again told me that they would start a new claim for a lost package and refund my card within 7 business days. 7 business days later my money was still not refunded. I discovered an email that let me know that they would not refund my money because the package had been delivered to my address in New Mexico. I DO NOT LIVE IN NEW MEXICO. I LIVE IN [redacted]. So, I call them yet again. Now they are telling me that they are going to start another claim and I should have my money back with 15 business days. I am completely annoyed with dealing with them and feel like they are ripping me off. As a matter of fact, they did this to me one year ago and I never received my package or my refund. I just let it go though since it was not a large amount.Desired Settlement: I would like to simply get my refund so that I can cancel my card with Kohls and never do business with them again.

Business

Response:

Our records show we received the customer's complaint through another channel and have resolved her concerns. A return for Kohls.com order #[redacted] was processed on 11/14/15. We advise our customer to allow 10-14 business days for the credit to appear on her Kohl’s Charge account.

Review: Revdex.com, I am asking for your assistance with Kohls Order number [redacted].

I have been in contact with Kohls both by via telephone and online and have been given the run around since September 30, 2015.

A package was sent back to Kohls and received on October 17, 2015 by U.S. Postal Mail Tracking . Kohls, initially stated that they didn't receive the package and have not communicated that the appropriate credit(s) have been made including shipping for the amount $20.29.

Communication by via e-mail have been documented below:

09/29/2015- E-mail sent to Kohls

09/30/2015- [redacted]. Responded

10/02/2015- E-mail sent to Kohls

10/03/2015- [redacted]. Responded

10/10/2015- E-mail sent to Kohls

10/11/2015- [redacted] Responded

10/12/2015- E-mail sent to Kohls

10/13/2015- E-mail sent to Kohls

10/13/2015- [redacted]. Responded

10/24/2015- [redacted]. Responded

10/24/2015- E-mail sent to Kohls

10/26/2015- [redacted] Responded

10/26/2015- E-mail sent to Kohls

10/26/2015- [redacted] Responded

Thank you,

[redacted]Desired Settlement: Follow-up immediately with necessary adjustments including reimbursement for shipping. Please see report and e-mails

Business

Response:

Our records show a return for Kohls.com order #[redacted] was processed on 10/27/15, back to the customer's Kohl's Charge account. We advise the customer to log in to their My Kohl's Charge account , or review their next statement for confirmation. Additionally, on 11/12/15, we processed the anticipated shipping credit for $20.29, back to the customer's Kohl's Charge account. We advise our customer to allow 10-14 business days for the credit to appear. We apologize for any inconvenience.

Review: Since November 25 I have tried to receive my engagement ring through this process I have been double charged lied to by 15 customer service reps denied by 10 of these rep to speak to a supervisor finally spoke to a second line supervisor who fixed my problem but that failed. My engagement ring did not arrive and I was married without a ring I forgave that. Now the original ring which I was told is out of stock is being shipped but I paid for the upgraded ring which shows in fulfillment. This supervisor upgraded my ring and took my money from my charge card. My upgraded ring needs to be shipped. This is dec 8 and my original order was nov 25.Desired Settlement: Have Kohls supervisor call me asap

Business

Response:

We regret to hear of the customer's recent frustrations with our company. Our records show Kohls.com order #4306436970 was delivered on 12/14/15. We sincerely apologize for any inconvenience.

Consumer

Response:

I am very dissatisfied with Kohls I made approximately 30 phone calls and was told a different story every time when all along my ring was out of stock

Consumer

Response:

I called 8555645704 and was told no one could help me that they are not a complaint department. So still no one will talk to me about my complaint nor does anyone talk to me. All along I have asked for corporate to talk to me so they can see what I went through and over a dozen of their Kohls.com employees lied to me and caused me not to have my ring on my wedding day. All I want is to talk to someone high up in the corporation so no one else goes through what I went through

Business

Response:

The customer is indeed allowed to provide feedback at the number provided, as there is no designated "Complaint Department." Additionally, all Revdex.com complaints are addressed by the Executive Office. Please know that the feedback has reached a high level and has been forwarded to the appropriate departments for their internal review. Once again we sincerely apologize for any inconvenience.

Review: First off, I called Kohls.com because I received a text message stating I could get 20% off of my purchase. I went to purchase an Ingenuity High Chair-and It wouldn't let me purchase it. The text message did not say "exclusions apply". When I called--the girl wasn't listening to my concerns at all and 15 minutes later came back on the phone telling me that there was nothing she could do--after she placed me on hold to take the percentage off-understanding my concerns. After that, I asked to speak with someone else. She first told me that I would just be told the same thing and she wouldn't transfer me. Then she told me that the managers were busy training and could not take my call. Then she said that there were no managers onsite to help her. LIES> this really upset me.

To top this off--I do believe I should get the high chair at a discounted price because the message kohls sent me doesn't say a thing about exclusions.

To top it off, I contacted Kohls 3 years ago (and four times after that) that I have moved. They send the bills to the right address, however I never get magazines, discounts, or coupons (10 off). Now, the store I go to will not accept codes and want coupons--so this is now an issue again. They told me before it could take up to a year after you move....it has been well over a year.....Desired Settlement: I would like the high chair discounted. and would like the employee whom lied to me talked to.

Business

Response:

Some discounts may not apply to prestige brands of

cosmetics, skincare and select prestige brands of fragrance; select

electronics/electric brands; select sporting goods; and Nike merchandise. Regrettably

the customer’s desired merchandise was an exclusion item. We regret the

customer was unaware of this exclusion when she made her purchase. This choice

is not made by Kohl’s but by the manufacturer. We are unable to accommodate the

customer’s request to discount the merchandise. We apologize for the disappointment.

Consumer

Response:

Review: I purchased numerous product online. Close to 10 of the 40-some items I purchased were cancelled. I received incorrect items. I did not receive items I was supposed to receive. I had to deal with rude customer service persons. I couldn't get accurate information regarding purchases I made.Desired Settlement: I called to get an email sent to me detailing all of my transactions which occurred from November 20th through December 3rd and was told I could look up each order number individually. The problem is that each order has the original information, not including adjustments made when an item was cancelled, returned, exchanged. I would like one piece of documentation detailing my exact charges from November 20th through December 3rd. I have spent much time on the phone, as well as going to actual stores to deal with problems with my orders and going over invoices repeatedly to figure out my orders. Several of my packages were delivered to the wrong address.

Consumer

Response:

I called to get an email sent to me detailing all of my transactions which occurred from November 20th through December 3rd and was told I could look up each order number individually. The problem is that each order has the original information, not including adjustments made when an item was cancelled, returned, exchanged. I would like one piece of documentation detailing my exact charges from November 20th through December 3rd. I have spent much time on the phone, as well as going to actual stores to deal with problems with my orders and going over invoices repeatedly to figure out my orders. Several of my packages were delivered to the wrong address.

Business

Response:

We regret to hear of the customer's recent frustrations with their Kohls.com orders. We also regret to of their poor customer service experience. If the customer would like a record of their order history, we advise the customer to log in to their Kohls.com shopping account with the accompanying e-mail address and password for the desired information. We apologize for any inconvenience.

Review: On March 23rd I received 3 delivery confirmations emails from kohl s confirming my items had been delivered.

Confirmation said items were delivered at 2:07pm and left on the front porch. No packages where on the front porch at the time I arrived from work. I immediately contacted Kohl's customer service to inform them I did not receive my packages. I was told by the customer representative that they had to open an investigation and it may take up to 7 business days either to get my refund or to get the items re-shipped. Its been longer than 7 business days so I decided to contact Kohl's again they continue to say an investigation is pending and until fed-ex agrees to refund the money for the lost packages, is when they will able to credit my account or re sent the items. I honestly don't think I should have to go through all this nonsense, I have always shopped at Kohl's if you see my shopping history, I have no need to take anything and this is how they are making me feel.Desired Settlement: I want either my credit or my orders re-shipped.

Business

Response:

Upon review of Order 4961584881, it does appear we did process a credit in full back to the customer on April 06, 2016. The customer should be expecting a credit of $138.86 back to her Kohl's Charge ending in 9889. Please advise the customer to allow 7-10 business days for the return to post to her account.

Review: I ordered merchandise from kohls online store and had the charges duplicated 3 additional times. The single transaction that I approved was for 329.13. The system clearly had a glitch as I took screen shots of it showing the status of the order at step #3. Review and Place Order at 5:25 this morning however the charges came through at 5:20, 5:22 and 5:14 a.m. Once I received the emails about 3 separate purchases I immediately called the Kohls number listed at 5:16 am, however that department was closed. I also replied to the emails I received at 5:38 and 5:39 am. Numerous efforts were made within the 30 minutes allowed to cancel the fraudulent charges however those departments were closed. I called Kohls at 7:00 am and explained the situation to numerous kohl representatives and [redacted]s. One advised that I reverse the charges w my bank and others advised I wait to receive my items and then return them for credit. That is close to 700.00 that have been fraudulently taken from me from your online store. One [redacted] gave me an erroneous corporate office number and another a non working corporate number. I finally got a working Corporate office number but no one is answering the phones. I've left numerous messages on voicemails and have yet to have a returned call. I've had to take the day off from work to correct this situation. I filed a fraud claim through my bank and headed to a local Kohls store. I spoke to manager [redacted] who called a call center. I spoke to [redacted] and his [redacted] who can be reached at [redacted]. She stated there was nothing she could do and that I could file a police report if I needed to. She also stated she would have her manager George Brumfield call me before 5. The only resolution to this is to have my funds returned to me today. There is 658.26 due to me.Desired Settlement: My modified request is to have my $658.36 returned to my account immediately. I would also request satisfactory explanations about why they ship items out when the department that handles corrections is closed AND why once their mistake was brought to their attention, immediate steps to correct it were not taken. I also want to see what they can do to restore my faith in their company and their online system.

Business

Response:

Our records show we received the customer's complaint through another channel, and have addressed her concerns. The charges on the customer's charge card were authorizations that went to their charge card company when they hit "Place Order"; a customer's funds will be held for each attempted Kohls.com order, until we are able to systematically verify the order status. Due to the customer clicking submit multiple times, duplicate transactions were processed. The customer has been informed that we have canceled all eligible items, and any additional merchandise that was submitted can be returned to their local store for a refund. This was not a Kohl's error, and we are not able to process any additional credits at this time.

Business

Response:

We have no records of any known system issues that would cause the customer to place multiple orders. The multiple transactions were not due to a Kohl's error. The customer has been provided her return options if she desires a refund.

Consumer

Response:

Review: Purchase LG 49-Inch 4K Ultra HD 2160p 120Hz LED Smart TV 49UF6430 during Black Friday sales (order # [redacted]), but Kohl's were shipping out a much lower model LG 49LF5100. The shipping slip still mention 49UF6430, but the TV delivered is not. If this only happen to me, I'm fine with honest mistake, however, there are multiple people report the same issue of shipping a cheaper model when consumer purchase a much expensive model. Even in the store that I return, I saw the same cheaper end model were return with the same issue. This is fraudulent when advertise one model and ship a different cheaper model. It's a classic bait and switch, and this shouldn't be the tactic of big company like Kohl.Desired Settlement: Kohl should have found a way to full fill the order via exchange, however, after contact their customer service, the only option seems to be return in the store.

Business

Response:

We regret to hear the customer did not receive the desired merchandise. Regrettably this item is not shipped from a Kohl's warehouse, but directly from the vendor. At this time our records show a return for the merchandise was processed on 12/03/15. We apologize for any disappointment, and will forward the feedback to the appropriate channel.

Review: on 11/19/15, I purchased 3 items on Kohls.com for $59.47. Two of these items were to be picked up in the Wilmington, DE (Kirkwood Hwy) location and the third was being shipped to my house. The following day I placed another kohls.com order for $26.56. This was also to be picked up in the Wilmington, DE (Kirkwood Hwy) location. My debit card was charged for BOTH transactions in full- $59.47 and $26.56. I received an email stating 1 of the 3 in store pickup items had been cancelled (the store ran out of stock). I called customer service and asked to have this item shipped to my home instead- I had to then pay for this item AGAIN being told I would receive a refund for the cancelled item. I then paid $17.50 on a credit card for the item. I went to the store to pick up the remaining 2 in store pick up items. I picked these up on 11/20/15. On 11/19/15 my debit card was charged $38.48 from kohls.com and on 11/21/15 my debit card was charged $17.50 from kohls.com. On 11/22/15 my debit card was charged $20.98 from kohls.com. At this point my card had been charged 5 times for 5 different amounts. I contacted customer service and was told that Kohl's charges for the order amount, then as items are shipped or picked up, they charge for the final amount. I was told that when this is done I would only be charged for the final amount. However, I am charged FIVE times at the moment, and these funds are on HOLD by KOHL's (not my financial institution as Kohl's tried to claim) for a WEEK! This is not a fair or legal business practice. I have technically paid 5 separate times for 2 orders. Nowhere online does it state this will or may happen. When I confirmed my payment for my orders, those amounts were taken from my bank account and the transactions should've been finalized. Never did I authorize to pay for the orders in full and also pay AGAIN for each individual item.Desired Settlement: I'd like to be refunded by Kohl's the additional money they charged my debit card without my consent. I'd like my money back since I have now had 5 charges debit my account and only 2 were authorized.

Business

Response:

The charges on the customer's charge card were authorizations that went to their charge card company when they hit "Place Order." A customer's funds will be held for each attempted Kohls.com order, until we are able to systematically verify the order status. The customer's credit card company holds these funds; however, these authorizations will drop automatically within several business days. Our records indicate all pending charges have been released from her bank account. We apologize for any inconvenience.

Review: I purchased four eclipse curtain panels that are for keeping heat out in summer and keeping cold out in winter. One side of each panel is material while the other side is a plastic blend.

I purchasd all on my Kohls credit card for about 25-30 dollars each, totally roughtly $100-120 total.

I hung two panels on each of my two large slider glass doors a few months after I purchased them. After about nine months I washed and dried each panel specifically as the tag described.

However, the plastic backing peeled all apart from the material, leaving some in my washing machine barrel, some clumped on the panels, and others causing a ball of plastic/material.

I attempted to contact Kohls via: email AND text AND phone AND in person at Customer Service Department showing them the issues AND finally a written letter to the head of Kohls and the Customer Service Department Maganger of the Kohls Corp with photos.

In addition I contacted the maker of the panels of curtains and received NO REPLY.

The Toms River Store offered me $2.00 per panel ( thus I would lose over $100.00) as they were all on clearance.

I told them if they could go back about 14 months on my credit card they could locate the purchase and give me store credit. I was told the computer goes back only 12 months for credit card information.

I would like credit for these curtains which failed to perform as they should have as I used them as described and washed them exactly as the tag stated.

I have been a Kohls charge card customer probably spending over $10,000.00, yes, ten thousand dollars since I first opened up my card when the Route 37 Toms River Kohls store opened and I am dumbfounded that this is such an issue since they have a "NO HASSLE RETURN POLICY".Desired Settlement: I would like to be refunded at a minumum of $100.00 to my credit card, preferably $125.00 for the price I most likely paid at the time of purchase.

Business

Response:

At Kohl's we are proud to offer quality merchandise at a great price with both our name brand and private label merchandise. We regret to learn that we have disappointed the customer. The customer may return any item, at anytime, for a full refund with a receipt. Returns without a receipt will receive a Kohl’s Merchandise Credit based on the lowest sale price, good toward any merchandise throughout the store.At this time, Kohl’s return/exchange policy is posted in our Customer Service areas, on the back of our sales receipts, and on our web-site at Kohls.com for the customer's convenience. We are unable to comply with the customer's request for a credit, as we would require proof of purchase.

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.

I just saw this email.

Review: I placed an order on September 13, 2015. When I received my order , I was sent the wrong item. I asked that they send me the item that I ordered and they refused. I sent over six emails regarding this issue and was told , on October 9th, that I would receive a refund. Also a merchandise credit was going to be issued for the Kohl's cash that I used. I followed up on October 14th and was told that a refund would be issued to my credit card within seven days.. I still have not received a refund or the item that I originally purchased.creditDesired Settlement: I would like a refund of my money or the item that I purchased.

Business

Response:

We have processed a credit back to our customer’s Kohl’s Charge account for Kohls.com order#3333490227. The customer has been credited for the order, as well as the Kohl's Cash used on the order. We advise our customer to allow 10-14 business days for the credit to appear on her Kohl’s Charge account. We apologize for the inconvenience.

Review: Ordered items online through kohls.com on 9-15-15. Never received shipment. Tracked package through Lasership and they said the package was lost and to contact the seller. Called kohls.com on 9-27-15 and they processed my order again billing me a second time . They stated that the previous bill would be credited. Received the second order but never received a credit for the first, missing order. Called kohls.com back on 10-4-15, and I had to go over the information again. The representative said that the credit would show up in 7 business days. No credit on 10-14-14. Called kohls.com again and they said that I have to wait another 7 business days before the credit to my account. It has been almost a month since the shipping company said that the package was lost and still no credit to my account.Desired Settlement: I am owed a credit of $59.89 on my kohls credit card for the shipment that I never received. This is based on the shipping company that lost the package.

Business

Response:

We apologize for the inconvenience our customer has experienced. At this time, we have applied a $59.89 credit directly to our customer's account for order number [redacted] Also, a $5.00 credit was applied directly to our customer's account for the Kohl's Cash applied to this order. Both adjustments will show on our customer's next billing statement.

Review: Hi I am contacting you in hope to have something done. I ordered 13 items from kohls.com on november 30th 2015. The website after purchasing the items stated they would be delivered to my home between dec 4th and dec 11th. Well after receiving 10 of my items the most expensive ones were still not delivered. These items were a cars play mat, Lindsey 7 inch tablet with kids bumper case, and a Lindsey 10.1 inch tablet with keyboard case. After calling several times to the customer service including the corporate office department about these items I was told that two of the items were out of stock and I would not be getting them. Also it would take 7 days to even look into it. One manager from the customer service center even had the nerve to tell me that they had a similar tablet (which after looking it up it was not) and if I would like to give them a different form of payment he would order it for me. These items are christmas presents and with me having to call and figure out why they were not even shipped and told that they were out of stock now my child will have one less present and my mother will not be getting hers. I am not very happy and I still have not had the situation resolved can someone please help.

> Sincerely [redacted]Desired Settlement: I would A. Like my items before christmas B. A better item that they have to send and pay for... Or. C. A visa gift card for the price I paid for said items so I can order product elsewhere

Business

Response:

We regret the customer's order was missing items. Our records show a return for the missing items was processed on 12/22/15. We advise our customer to allow 10-14 business days to receive this. We apologize for any inconvenience.

Review: I placed an order online sunday and found out monday morning it was cancelled by kohls, with no email or phone call warning me. Monday I called the customer service # and they made me do my order over and resubmit it. It was then cancelled again...I called cust. serv. back and they put me to the fraud dept who then told me it was getting cancelled because I was not shipping to my mailing address. I work from 7am to 6 pm..I do not have packages delivered to my house because ups will not leave it at my house and if they do my neighbors steal the packages so I ship to my job...They had a problem with this and told me I was trying to commit fraud. I then had a lengthy conversation with the person explaining my work hours. They told me I had to ship to store...again long work hours and little time, pickup isnt an option. They finally "let" me have it shipped to work and they put the order through. Monday nite I tried to make another order online and the same thing happened all over again with the cancellation after I had already talked to the fraud dept and explained. I called cust serv yet again and dealt with many people to fix it again...after another cancelled order and 4 more sales people and supervisors they placed the order...they thought everything was correct but fraud had flagged that for cancellation also...I was transferred to fraud again and the guy told me the order I just placed was flagged and going to be cancelled he then told me to place the order again with the salesperson and he would make sure it goes through and doesnt get flagged, he then transferred me to place the order and I did with a very helpful and the only helpful person the sales girl [redacted] who placed my last order.little did either of us know that the order the fraud guy said was flagged for cancellation ...really wasnt and it went through...so now I have 2 identical orders that are both in the fulfillment stage of the order. and please mind u every order my card was charged...my limit is now reached and 62 bucks over the limit. after placing 6 orders all done by kohls over the phone. when I looked in my kohls account and seen the 2 identical orders I called to have them fix the one they said was cancelled...I had a salesperson on the phone who then put me to a supervisor who was no help and has had me on hold for 30 mns now as im on the phone with them while typing this.the supervisor told me they could not cancel because it was in the fulfillment stage...I asked to speak with someone else and was told no im all there is so I dont know who im waiting on hold to speak with.the supervisor told me I had only one choice...to let the orders arrive and send one back. by doing that my card is maxxed out and over the limit anf if the credit dept did cancel one they would be cancelling the last and only correct order.so my cards maxxed out and they I have to wait to get the order then wait while it gets sent back and pay to send it back and then wait for my card to be creditied...I told them after dealing with this issue since sunday it was not acceptable that I had to wait for the order to return n wait for my refund. and yes im still on hold...ridiculous. they said thats all you can do mam im very sorry...I asked to speak or have when they are in someone who could fix my problem without puttin me more at an inconvience. in doing all these orders due to cancellation ive lost 4 of the items I wanted and 2 of the discounts I was using. This is my first time shopping at kohls and now I know why noone likes them. It has been such a horrible experience dealing with these people all being unhelpful..noone ever offed to give me a discount or a couple extra reward points or anything..I just keep gettin told too bad just send it back...that is not cool with me. and my phone now reads 48mns on hold waiting for someone to speak with me about cancelling this duplicate order. so the same supervisor just came back on the phone ( which makes me wonder why I was on hold that long if I was just going to speak with her again and she didnt do anything to help ) so she said I have only the option to let it come to me and send back...I then explained again its not acceptabke. This was all due to the negligence of the kohls cust serv people not me personally I shouldnt have to be inconvienced like this for their mistakes. she is now trying to call the order fulfillment dept and try to cancel it but its not 100 % to work. she did try to get me off the phone by saying I will call them and if it does get cancelled you will get an email. I said and if it doesnt then when I wake up in the morning and see the email I call you guys again and someone tells me the same as you are. I said id like to stay on the phone while you call to make sure this is cancelled, she was not happy about that and im on hold again this time by my own asking. I have had no one honestly try to compensate me for all the aggrivation of this. I was using my kohls card for all these orders they kept putting in and it made my bakance over 500 $ my limit is 300$. if I had used my personal visa I would be bouncing checks and they would not pay for that due to their negligence. I finally got another supervisor who says I have to take the delivery no if ands or buts about it and what I can do is send one order back and wait just like the others told me..he then credited me 20$ which will take a week to take effect but I still have to take delivery of the orders and ship one back. or I can go to the store to return them..again the work hours dont really allow that. The only helpful person and only person who tried to do anything for me was the sales girl [redacted]. The supervisors were not very polite and even their im sorry mam sounded fake and scripted. this is not showing good on my credit for kohls at all and I hope this doesnt make it to my credit report. I dont think it looks good to go over your credit limit the first time you use the card.Im not happy at all with the cust serv that I got mostly from the supervisors as they are the ones who should be trying to make me happy after all this. But to keep telling me noone can do anything for you is just not good cust service and I also work in cust serv just not in retail. Id never treat or speak to my shippers the way they spoke to me.I will never shop kohls again after this experience I expected much better customer relations. They are a big corporation but it seems like they just dont care about the people that are giving them their money. Every person I spoke to gave me the wrong info especially the fraud guy told me the order was flagged for cancellation which caused the 2nd order to be placed...had e not said that I wouldnt be writing this letter I wouldve just had that order and never went back to kohls online again but that isnt what happened.it took them 6 orders to just place 2 actual orders that I wanted.Desired Settlement: from the above option you give for a resolution the only one I think that would fit is the store credit...I know they wont refund me my order price because I did receive product and will be sending back the 2nd order since I have nooooo choice but to do that since noone can cancel the order. I dont plan on shopping at kohls online anymoe after this but mayne it will be nicer and friendly and more helpful in the actual store. Ive never been in the store so im hoping its better then the online service..

Business

Response:

The charges on the charge card were authorizations that went to the customer's charge card company when they hit "Place Order"; a customer's funds will be held for each attempted Kohls.com order, until we are able to systematically verify the order status. The customer's credit card company holds these funds; however, these authorizations will drop automatically within several business days.