Kohl's Corporation

We stand behind our previous statment to the customer.

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.
 This complaint was closed based on kohl's claiming they were sending the refund. This has not happened and customer service can't confirm that anything was sent. Kohls needs to refund me or send the item, otherwise this is theft and fraud .
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.
The amount the was returned to us is what was paid on the credit card.  We have not received any amount of money or credit for the return of the wrong item.  We originally purchased the air mattress with gift cards on May 16, 2017 order #4[redacted] when the wrong item was sent to us.  We we told by the service department, via online chat, that we had to reorder the air mattress and we would be credited the amount of the purchase.  We reordered the air mattress on May 20, 2017 order #8919415059 and we returned the stove that was wrongly sent to us.  We are looking for the refund of the price of the air mattress that we had to repurchase since the wrong item was sent to us in the first place which was not our fault.Also, I kept records of all the chat logs telling us that we would be refunded for the purchase of the air mattress after the wrong item was returned, which is has been.
Regards,
[redacted]

Upon review of your concern, it does show
the full return was done on November 26, 2016 which is why the original was
voided. Another $30.00 in Kohl's Cash was reissued the on November 26, 2016,
since it was returned, so the Kohl's Cash was handed to whomever made the
return on November 26, 2016. We have researched it further and at this time,
considered this matter close.

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].I spoke with the admin for the President of Kohls, as I had also sent an email to their CEO, and we talked about my complaint and it was resolved by kohls reshipping the item that was never delivered. I asked her why she could reship it and the CSR's could not, as that was my initial request on resolving my complaint, and I was informed "I don't know why they would have said that as the item was in stock." The item has been reshipped with a delivery estimate of March 30,2017. Should I not receive it, again, I will be sure to notify you.
 
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.
I requested a call from [redacted] twice since opening this dispute and still have not heard back.
Regards,
[redacted]

The interest charge of $2.40 has been removed from her account. In addition, the credit has been refunded back to her account as well.

Upon review of order [redacted], We confirm all four of the Dyson Vacuums have been received and refunded to the customer. Four gift cards were mailed to the customer as that is the form of tender used on the order. In addition, our records indicate the gift cards were used on a recent order...

[redacted]. The customer was properly refunded and has received the gift cards.

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.]
Thank you for the offer, but this is the same unfair offer I received at the store, and a significant change of policy from what was previously advertised ... http://www.kohlscorporation.com/customer_service_KohlsConnect/ReturnsExchange/Re...⇄ a receipt you may be given*: • A cash or credit refund, based on the original method of payment.• An even exchange.• A Kohl's Merchandise Return Credit (KMRC), good at any Kohl's.• A corporate-issued refund. I entered into an agreement to purchase an article of clothing thought to be free of any defects.  When a defect was found, and an identical replacement was not available, offering a refund of only 25% of the purchase price is totally unacceptable and prevents me from purchasing a similar article of clothing (same style pants, same price).  I'd even be happy with a merchandise return credit for the full value of the pants.  I simply want a comparable article of clothing (same price) that is free of defects, but the response from Kohl's is: You bought it, you're stuck with it.  By offering a discounted refund for a discontinued defective item, rather than an even exchange or store credit for a similar item (same style, same price), Kohl's is cheating me and other customers from the full value of the defective merchandise that was purchased.  This new policy is essentially equivalent to: ALL SALES FINAL.  Kohl's "No Hassle" Return and Exchange policy is totally misleading, because it fails to warn the customer that discontinued, defective merchandise CANNOT be exchanged.  I'm amazed by a store that absolutely refuses to stand by the quality of their merchandise.  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.
[Kohl's prides themselves on a "No Hassle Return Policy". I am able to pull the exact date of the transaction, the exact amount, pick out the exact register that I purchased the earrings from, and show a certified bank statement. I will not accept a store credit for an item that is defective. The quality of the jewelry is sub par but it was intentionally purchased from Kohl's due to the No Hassle Return Policy. Due to the sale the earrings were purchased during, with the combination of coupons, the jewelry appeared to be a good deal. In response to the company's proposal and explanation of their policy :1. I missed the 12 month period by 1 month. I believe that is a bit different of a situation being that it was 1 month and not, for example, 5 years.2. If I had my receipt, being a non-kohl's purchaser, I would receive a full refund even if it was 10 years down the road. Again, the fact that I missed the cutoff time by 1 month is such a trivial matter for a company the size of Kohl's.3. There are no even exchanges of equal quality earrings for the same price. Further, now that I see the quality of the jewelry, I have no desire to process an even exchange for a lesser quality item that will potentially have the same issue4. Again, I want a full refund since my jewelry was defective. I do not want a store credit. 5. A member of Kohl's management admitted that they wouldn't submit a corporate-issued refund if they were in my position. Why would I, as a customer, feel anymore confident or comfortable in that process? Lastly, again, Kohl's management expressed to me how I was not the first customer that had an issue with the statement that is printed on the back of Kohl's receipts. The statement does not state any of the specifics other than a full "no hassle" return policy regardless of when the item was purchased. This makes Kohl's appear deceitful as a company for not outlining these items for their customers. Why am I not the first person this has happened to and change has not taken effect? Additionally, I am actually requesting a cheaper price on the product than what I would be entitled to for a store credit. The amount that I paid for the earrings is actually cheaper than the most recent sale price. That should act as additional credibility on my part of wanting an honest and fair exchange. A faulty item was purchase, I would like a return on my money.  ]
Regards,
[redacted]

We thank our customer for contacting Kohl's
Department Stores about their cancelled order. I regret to learn that the items
were not available when the order was submitted online. We make every effort to
ensure that we have enough merchandise to meet the needs of our customers.
However, on...

occasion, an item may out-sell our expectations or we may not
receive the anticipated stock amounts from our vendors. In addition, please be
advised that the selection of merchandise may vary by store. In the case of our
recent Black Friday ad, we included a disclaimer stating that the Doorbuster specials
were available while supplies last. Our products are placed in our
advertisements in order to alert our customers of the sale price of that item,
based on availability. This information is stated on the back of our sales
flyers. We apologize for any inconvenience this may have caused. We apologize for the inconvenience and frustration this may have caused.

We did review the call between the customer
and our Corporate Refund associate. The customer was informed the only option
for her non-receipted return would be the Kohl's Merchandise...

Credit, and we would have to
locate the original purchase in order for us to refund to how it was purchased.
We stand behind the decision made by our Corporate Refund Department.

Per the customer's request, we have closed his account and any remaining balance on the account will be mailed to him.

[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.
The company only credited a portion of my complaint, not the full amount.
Regards,
[redacted]

The return was processed in full upon review for Order 5563714850. It appears a credit was issued in the amount of $8.95 and the other will be $63.98 which totals $72.93. We have confirmation that returns were processed.

Here are the highlights of our return policy when a receipt is not present:
•A full refund on your original tender if you paid with a Kohl's Charge or any other major credit card•An even exchange- the amount quoted to the customer based off of 13-week sale price•A Kohl's Merchandise Credit based...

on the lowest 13-week sale price•A corporate-issued refundThis information is listed online and in-store. We stand behind the refund information given to the customer as this is our policy. We encourage the customer to locate their receipt to receive a full refund. We are unable to provide the full refund amount without the receipt.

We have processed a return for Kohls.com order #[redacted] on 11/12/15, back to the customer's VISA ending in [redacted]. We advise our customer to allow 10-14 business days for the credit. We apologize for any inconvenience.

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.
If only you considered taking money from customers and making them jump through ridiculous hoops to get a refund be unacceptable.So when I receive an official statement, how am I supposed to send it to you? Because if I scan it, it will be sent as a PDF, which is apparently "unacceptable."
Regards,
[redacted]