Kohl's Corporation

In regards to order #[redacted],  Please let our customer
know we apologize for the inconvenience this has caused her. We processed a refund
for the customer, so she will be receiving a credit of $14.99 to her Visa
ending in 4667 in an average of seven days, for the merchandise which was...

inadvertently
sent to her old address. Additionally, new Kohl's Cash in the amount of $50.00
was emailed to her to use on her replacement order. 
As an invitation to shop with us again, we will be mailing out two 30% off
coupons to use on her future orders. If the customer wishes to replace the
order, which was sent to her old address, she will have to place the order
again.

Our records indicate a total of $75.86 have been credited back to your Kohl's Charge account. The credits were processed on September 26th, October 8th, and 10th. The credits currently appear on your credit card. We apologize for any confusion.

Terms and Conditions for Kohl's Cash use are
printed online, in our marketing materials, in store and on the back of all
Kohl's Cash certificates. At this time we are able to confirm a UPS pick-up
request has been initiated 12/29/14. We recommend packing the item as best as he can to ensure
the item is picked up properly by UPS. Once we receive the item back to our Fulfillment Center, a
return will be processed back to the form of tender used.

We apologize for the difficulty our customer experienced in
our store when attempting to redeem her $10.00 coupon.  I will be more than happy to mail Ms. Fountain
a $10.00 gift card along with a couple of coupons. I also will be reaching out
to our Moreno Valley store in regards to the...

incident and how it was handled.

Upon review, we are unable to locate return details for the item under her name with our Corporate Refund Department. We advise her to reply with the information listed on the her return receipt starting with the date, including the time, so that we can research further.

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.
Please stop avoiding the matter at hand & just provide the proof.   It's not a difficult task to do. They are just avoiding the obvious that they are in wrong & can't provide what I am asking for!  NO ONE sells items for 15 cents & 10 cents. Kohls is trying to bully the consumer & since the consumer doesn't stand up to them, it keep happening. I want proof that the items were sold for 10 & 15 cents!  This matter is not closed until I receive the proof!  Why won't they provide it?I would expect that the Revdex.com would intervene in a situation like this or do I need to take this up with the Consumer Protection Agency???   Please see belowWhat is Consumer Rights Law? Consumer rights and consumer protection law provides a way for individuals to fight back against abusive business practices. These laws are designed to hold sellers of goods and services accountable when they seek to profit by taking advantage of a consumer’s lack of information or bargaining power. Some conduct addressed by consumer rights laws is simply unfair, while other conduct can be described as outright fraud. Consumer rights laws exist at the federal and state level. They are enforced by government agencies, offices of attorneys general, and through individual and class action lawsuits filed by victims. 
Regards,
[redacted]

It is Kohl's practice to attempt to contact customers via phone or e-mail in an effort to verify order information. We appreciate the customer's feedback regarding her experience, and once again we apologize for any inconvenience.

[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 regret to hear of the customer's recent frustrations with our company. These items are directly shipped from the vendor, not a kohl's warehouse, so regrettably we are unable to send the missing parts. Our record show UPS pick-up requests have been initiated for both the items from Kohls.com order # [redacted] , and [redacted]. When the merchandise arrives back to the warehouse, the customer will be credited accordingly. Additionally, we are more than happy to honor the original prices paid on a new order, if the customer still desires the merchandise. We sincerely apologize for any inconvenience.

We apologize for the inconvenience and frustration our customer experienced due to her return. We have confirmed that our customer is working directly with her local store to address her concern and assist with the refund going forward.

The customer can fax in her paperwork to Fax number, ###-###-####. Once it is received, we will be happy to look at it on our end. No one has documented paperwork being received on our end.

Our records do not indicate there was returned mail on the account as it is the customer's responsibility to update their mailing address.  In addition, the customer is receiving statements to their e-mail address not mailing address. We have determined that the information...

previously furnished to the credit reporting agencies is accurate. Updating the information will create inaccurate representation of the status of the account with us. The integrity of the credit reporting system relies on the validity of the information furnished; therefore, we are unable to comply with his request to update this information with the credit reporting agencies.

We apologize for the inconvenience our customer has experienced due to our mailers. We have forwarded all of the information provided to our marketing department. Please advise our customer to allow 5-7 business days for this to take effect.

It appears our customer has reached out to us via a different channel. Our customer's concern has been addressed. We consider this matter closed.

Our records
show a return for Kohls.com order # [redacted] was processed on 01/09/16.
Additionally, a return for Kohls.com order #[redacted] was processed on
01/12/16, and 01/19/16, back to the customer’s VISA ending in [redacted]. We advise
the customer to partner with her credit card company to verify the credit. We
have processed a return for Kohls.com order# [redacted] on 02/25/16. We advise
our customer to allow 10-14 business days for the credit to appear. We
apologize for any additional disappointment.

We received the customer's complaint through a different channel. Our records indicate a $25.00 gift card was mailed to the customer as requested.

Upon review of order [redacted], the customer was refunded for the difference in the amount she did not receive. On orders [redacted] and [redacted], the items that were returned were refunded properly as the customer used a promotional discount with the orders which reduces the amount of the...

refund per our policy.

Our records show the customer's originally order used and earned Kohl's Cash. When you return merchandise from a purchase that earned Kohl’s Cash, the Kohl’s Cash value will decrease. If you have already used your Kohl’s Cash coupon, the amount of the Kohl’s Cash will be deducted from your return...

amount. Our records show the customer received the correct return value. We apologize for any confusion.

I...

reject the response of Kohl's because it does not address my complaint at all. My complaint is that I returned something to Kohl's and they gave my refund to someone else.  Also, I wanted my Kohl's account credited, not some type of credit where I would have to spend the money at Kohl's again.  I purchased items that totaled several hundred dollars. Some of the items were my sister's and some of the items were mine. My sister used her Kohl's rebate cards and Visa gift cards to pay for some of the stuff. After all of the credits were applied, I still owed Kohl's $127.85, which I then charged to my Kohl's charge account. This was on April 9, 2017. When I went to return one item totaling approximately $31 on April 28th, the lady at the return counter told me that the refund would go back on my card.  A couple of weeks later, I signed onto my Kohl's account and did not see any refund on my account.  When I called customer service to inquire about the refund, I was advised that the money was refunded to a Visa gift card in my sister's name.  I told them that I was the person that returned something that I bought, so the refund should have been credited against my outstanding balance on my Kohl's account.  Customer service at the 800 number told me that there was nothing they could do, and that I should call the local Kohl's store to address my complaint.  I called the store where I bought the items, but was told that there was nothing that they could do because "that is how the system works".  The store manager told me that if I came in and provided identification, she would give me a store credit.  She saw nothing wrong with the fact that Kohl's took my refund credit and gave it to someone else. Also, I returned something and I wanted it credited against my Kohl's account balance.  This whole scenario should have never occurred.  This is shady refund practice by Kohl's.  A refund should be returned the way the customer wants it returned.  A refund should not be give to someone else other than the person returning the item. A system like this should not exist.

[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.  Its disheartening that companies, such as Kohl's do not take customer satisfaction more seriously.  The level of effort that I had to take in order to get my money returned was significant, yet I did not receive an apology.  Kohl's has lost me as a customer.
Regards,
Nicole [redacted]