Kohl's Corporation

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 ###-###-####.

So we can further address our customer's...

concern, please have our customer provide the following information:The Kohl's Merchandise Credit numbers provided for the return for the Fit Bits returned.Also, just to clarify, the customer is seeking a complete credit in the amount of $352.00 to be applied to their credit card?

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 have several cases open with Kohl's customer service explaining that it was an error. On 11/22/2014 the rewards stated that I used them on 12/1/2014. It also said they expired that day but it was a future date. Here is my incident number from my Kohl's online inquiry :[redacted]. From the phone call it was [redacted]. Both customer service reps said those rewards were not used therefore I reject Kohl's response. 
Regards,
[redacted]

On Mon, Dec 7, 2015 at 11:38 AM, [redacted] wrote:Thank you for quickly addressing my complaint. Upon getting the runaround from the company again, my friend was able to take the item to a different Kohl's location at which time they finally accepted the returned item and...

gave us the refund. Thank you for addressing my concerns.[redacted]

In order to resolve our customer's concern, they need to call in and speak to our fraud department directly. We have attempted to reach out to him directly and have been unsuccessful.

We will be happy to research our customers inquiry. Is the customer able to
provide for me an item number and the price she was attempting to purchase it
for so we may verify this on our end and assist our customer in placing her
order.

Upon review of order [redacted], we are not able to accommodate the customer's request for a Kohl's Cash credit, because her Kohl's Cash was not deducted for the cancelled items.

Upon review of our customer's concern, we have determined the following. The customer placed Order 1829866598 on December 05, 2016. Once a order is submitted, the customer does receive an email generated automatically with all the details regarding their order including billing and shipping...

information. Our system does allow our customers a 30 minute window to edit or cancel a order their orders. Our customer first contacted Kohl's on December 08, 2016 to notify us if this. Unfortunately, the customer us still responsible for the package.https://cs.kohls.com/app/answers/detail/a_id/57/session/L3RpbWUvMTQ4MjI0...⇄

We stand behind the offer made to the customer regarding the $25.00 credit. The customer will need to reply with the order number to make the adjustment.

Please apologize to our customer for the cancellations due to incorrect inventory. We do not want the customer to be penalized due to the cancellation. Kohl's will mail our customer a $10 Gift card. This should arrive in 7-10 business days.

We are more than happy to research our customer's inquiry. Please have the customer provide the order numbers for the items in question so we may research further.

We have processed a refund for our customer. They will be emailed Kohl's Cash in the amount of $5.72 and a credit to their Kohl's Charge in the amount of $25.90. Please advise our customer to allow 3-5 business days for it to process.

Kohl's is not reimbursing for the item. since the customer decided to alter the guitar instead of returning the item to Kohl's.  At this time, we consider this matter closed.

We regret the customer was not able to order their desired merchandise. Regrettably the merchandise remained on the website due to an error, and is no longer available. We have partnered with the appropriate channels to have the item removed from the website until it becomes available again....

Additionally, we have credited the customer's account $10.00 for the Kohl's Cash used on the third order. We advise the customer to wait 24-72 hours for the credit to appear. We apologize for any disappointment.

We received the customer's complaint through a different channel. The store manager has been in contact with the customer to resolve.

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 was never told that I needed a receipt. I explained three times and once in writing and twice over the phone I was told that I didn't need a receipt. Why has the rule changed? A business representative put in writing that I did not need a receipt to return it. Another told me it over the phone and a supervisor verified that they could see in a transcript that I was told that. The company is now going back on their word. I have returned several items to Kohls without a receipt. That is part of what they pride themselves in is a "Customer Friendly Return Policy". It is also the reason that I have shopped with them so much. It is now the principle of I have IN WRITING from one of their representatives that they would accept a store credit without a receipt. I don't understand why they are so comfortable going back on their word.
Regards,
[redacted]

We called the customer directly and advised the him we will be sending him a gift card in the amount of $250.00 to resolve our customer's issue.

[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.  However, I do want to make very clear that this same resolution was offered to me by a representitive at your office on January 5th, 2016, yet I never received a credit.  I also want to make very clear that not only did I not receive the earned Kohls cash for my last two on line purchases but I also never received an email confirmation concerning either of my orders!!   I have check both my inbox as well as my spam box to confirm this.  
Regards,
[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], and find that this resolution is satisfactory to me.  **As stated in their reply to my complaint, I still would like for the business to contact me to find out what occurred and why.  They can contact me directly.  
Regards,
[redacted]

We apologize for our customer missing a item from their most recent Kohls.com order. We have verified 2 returns were processed for our customer on November 25, 2016. We also mailing out our customer a $20.00 gift card for the Kohl's Cash tendered on her order.