Kohl's Corporation

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
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.
Once again, Kohl's is attempting to shift the blame that is deservedly theirs to a third party.  Kohl's claims a credit card held money, not them.  But that simply isn't how it works, both according to the pre-paid gift card service of American Express actually used in this pseudo-transaction with Kohl's and also according to common sense.  When a customer interacts with a business to make or attempt to make an online order, the company uses the credit or gift card information submitted by the customer to put a hold on card funds.  Customers do not contact American Express and say "Hey - could you hold funds for no purpose whatsoever?".  American Express itself doesn't say to itself 'Hey - I think today I'll place a hold on funds for customer X just for the hell of it".  American Express holds funds when the company processes the card information submitted by the customer.  And once the company (Kohl's in this case) tells the card company to put a hold on card funds, the customer cannot have the card company (American Express) release those funds - not unless the company (Kohl's) has already told the card company it no longer wants those funds held for it.   Kohl's refused to release the funds while also refusing to complete the order I attempted to make.  Kohl's prevented me from having both the merchandise I tried to purchase and the money with which I tried to purchase that merchandise.  And Kohl's game of denial and blame-shifing is nothing more than smoke and mirrors and is thereby a non-response that absolutely doesn't resolve my complaint against them.  It doesn't even try to resolve it.
Regards,
[redacted]

Upon review of our customers order, it does show a return credit has been applied for Order 7723173088. We have verified the amount of $60.50 has been applied to the Kohl's Charge ending in [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I have attached the information Kohl's is requesting to (hopefully) continue with resolution of my complaint.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I'muploading photos of the gift cards.
Regards,
 
[redacted]

We did advise customer it is not a Kohl's error.

We have processed a credit for $21.60 back to Kohls.com order #4180539774. This credit will go back to the customer's VISA ending in 1945. We advise our customer to allow 10-14 business days for the credit to appear.

Our gift
registry contains the bride and groom's names, the date of the event, the state
of the event, the desired items, the...

quantity of each item requested and the
quantity of each item purchased. Kohl's does not collect customer's private
information such as their name, with each gift registry item purchased.
Currently, we are unable obtain information from the registry on the name of
the customer that purchased each gift item. We thank the customer for the
feedback, and we apologize for any disappointment. We are unable to accommodate
the customer’s request for a store credit.

Revdex.com:
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. When I attempted to exchange my rug the first time I had my receipt and Military ID in hand.  There will not be a return visit to Kohls after this experience.  I understand that it may have been a new employee that refused to assist me on my first attempt but I am assuming whoever I am corresponding with now specializes in Customer Service.  Although I am responding on my break using my smart phone, I am sure I clearly explained I was not asking employee to go against policy and ate the additional cost and time it took to haul my defective rug.  The rug has been loaded into the SUV for donation to Habitat for Humanity in the morning.  I am disappointed in the resolution I was offered and Kohls could have at least offered to provide me with a prepaid shipping label to return with less cost and time on my part. I am assuming Kohls does not feel that the loss of one customer is detrimental enough to even attempt to offer a fair resolution.  I can assure you that I will never spend one dime of my hard earned money again and will post the link to our conversation for my co-workers, fellow soldiers and family to see. I ensure you a corporation this large has the means to provide a shipping label but customer value and appreciation ranks far below profits and margins on their list. 
[To assist us in bringing this matter to a close, we would like to know your view on the .matter.]
Regards,
Rachel Winn

We stand behind our previous resolution and statement to the customer. We appreciate the customer's feedback and will review internally.

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Due to the sensitive nature of the customer's inquiry, at this time we advise the customer to reply with the exact store location. After we receive the requested information, we will forward this matter to the appropriate channel to be addressed.

We regret to hear of the inconvenient and disheartening situation regarding the customer's engagement ring. We have forwarded this complaint directly to the Regional and District Managers for immediate follow up and resolution. We sincerely apologize for any inconvenience.

We will be more than happy to research our customer's concern, but more information is needed. Is the customer able to attach a copy of the receipt to the complaint so we can partner with the store and research further.

We apologize for the
inconvenience and frustration our customer experienced regarding her most
recent Kohls.com orders. Unfortunately, this is not Kohl’s error....

On the order
confirmation, the shipping address is provided which allows our customers a 30
minute to cancel or edit an order. The customer reached out to us over 24 hours
after the order was placed.
 
https://cs.kohls.com/app/answers/detail/a_id/57/kw/cancel%20/related/1

We apologize for the inconvenience our customer experienced on their most recent order. In order to resolve our customer's concern, we will need some information. Can the customer confirm the store location where he spoke to a Manager as well as a name.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I do not have a order number I told them that 50 or more times. I gave them copy of form that was in the package.They are just trying to be difficult someone at the Ohio Return Center must have stole the items I returned for themselves.I sent them the attached information but yet they have done nothing. I am not going to pay my bill til they fix this issue orany late fees.Regards,
[redacted]

We are more than happy to review our customer's concern. Is the customer able to attach images of the gift cards he is attempting to redeem, the front and back please. Once that information is received, we will research further.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We apologize for the inconvenient and disheartening
situation regarding the customer’s Kohls.com order. We regret any
inconsistencies and multiple contacts the customer endured to reach a final
resolution. We would like to assure her that this is not indicative of our service.
The customer’s concerns have been shared with our E-Commerce Executive
Department to ensure that our best practices are executed.