Kohl's Corporation

Our records indicate we received the customer complaint through another channel and have addressed her concerns. Our research shows the mis-shipped order was not due to a Kohl's error. The customer has been informed we are unable to accommodate her request for a refund.

We recognize the importance of providing great service at all times. We make every effort to ensure that your interactions with our associates are more than satisfactory and that you receive outstanding customer service.Our customers are very important in our continued growth and success, and our...

priority is customer satisfaction in all levels of service. We expect our associates to be knowledgeable, accessible and courteous at all times. We regret that this was not the case and we are sorry our associates did not provide the customer with the service anticipated.We have processed a return for the missing item from Kohls.com order #[redacted], back to the customer's American Express ending in [redacted]. We advise our customer to allow 10-14 business days for the credit to appear. We apologize fro 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 apologize for the inconvenience our customer experienced due to the unauthorized activity on their account. We did attempt to contact our customer directly in regards to packages. We would like verify the packages are still in our customer's possession so can schedule a pick up as soon as...

possible.

[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 did receive my refund but only after multiple phone calls and emails. Your response to the Revdex.com sounds general and unapologetic. What a poor excuse for a large company.

Without the sale advertisement indicating all items are 50% off, we stand behind our previous credits provided to her. 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.In his 38 minute phone call with a female customer service representative on March 27, 2014, my partner [redacted] was informed that we could keep the mattress free of charge because Kohl's was unable to arrange for the defective product to be returned.  We repeatedly tried to return the mattress via UPS but were informed by UPS that the product was too big to be shipped using their service.  At that point, the Kohl's Customer Service representative informed [redacted] that since Kohl's was unable to resolve the issue any other way, we could keep the defective mattress free of charge.  This conversation should have been recorded, since an announcement was made before [redacted] spoke to the customer service agent that you record phone calls as a way to keep track of customer service.  Hence, Kohl's should be able to listen to that particular phone call for evidence that the customer service agent did commit to us keeping the defective mattress free of charge.  We only received verbal confirmation of this agreement, nothing was put on paper.  We will be forced to consider escalating the matter if Kohl's is unwilling to honor its earlier agreement to refund 100% of the money we spent on defective merchandise that we were unable to return.
Regards,
[redacted]

This return credit time frame is an estimate we give based
on the credit card provider's release of...

funds guidelines. While we process all
credits in a relatively short period of time, the credit card provider may have
certain processes in place that prevent an instant release of funds back to the
card.
Additionally, we apologize for the inconvenient and
disheartening situation regarding the customer's Kohls.com experience. We regret
any inconsistencies and multiple contacts that you had to endure to reach a
final resolution. We would like to assure the customer that this is not
indicative of our service. The customer's concerns have reached a high level
and have been shared with our E-Commerce Executive Department to ensure that
our best practices are executed. We apologize for any additional
disappointment.

Again, I talked to your agent to extent on Feb. 20th about my points, he explained, and told me as of March 1st I will be getting 15.00 in kohls rewards cash, for 313 points, but I did a return, which left me with 307, which still would get me
15.00 rewards cash, I'm not happy with your rudeness during this complaint either..... I don't think your understanding, you mess with ppl's points all the time, this is not the first time this has occurred, and the points you said I had in your last rebuttal, did not match my points in my account...do you see, right in the middle of a complaint, your giving false information. I want my 10.00 kohls cash now, or I will contact the FEDS. I'm tired of you ppl doing this every month. And on top of this, I'm going to be opening a new complaint with you, being your not returning my funds for a package I never received, I am being ignored with that issue.

I don't think I'm a "most valued customer" after this experience.  Not being able to use my Kohl's cash in store due to flooding in our town and surrounding areas and simply wanting to use it online to apply towards a large order didn't make sense to me and I thought it was poor customer service. Adding in that a supervisor I spoke with that viewed my order, deleted the entire 36 items and put in a set of cookware in my cart did not help this situation either.  This entire experience wasted much of my and my families time and was frustrating for all of us.

[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.  I went to Kohl's soon after my order was cancelled  and the item  I was told was not available  @ the Clifton store was there @ The Clifton NJ Kohl's store. I bought it @ the Clifton store. This issue is resolved.
Regards,
[redacted]

Our Corporate
Refund Department advises they have tried to reach out to the customer, with no
response. The customer has been instructed to call ###-###-#### to speak to one
of our representatives before we can resolve the refund.
At this time
we advise the customer to please call...

###-###-#### and enter the receipt
information to speak to a representative. If the customer does not have the
receipt information, please call the same number and select option 3 to speak
directly to a representative. We hope this information was helpful.

On the order confirmation the customer attached, as well as on our end, the customer used a Discover Network  card ending in 0168.

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.]
Regards,
[redacted]  REGARDING THE NEED FOR ME TO CONTACT UPS TO "RELEASE" THE PACKAGE SO IT CAN BE SENT TO KOHL'S, KOHL'S MEANS RE-SENT.  THE RETURN HAS ALREADY BEEN SENT TO KOHL'S AND REJECTED, UNOPENED, BY KOHL'S!!!  HERE'S THE STORY: On July 28th, THE DAY THAT I INITIATED THE COMPLAINT AGAINST KOHL'S, I did so in response to a call I made to UPS to inquire about the status of my return.  The UPS agent informed me that Kohl's receiving agent refused to accept the return, CLAIMING THE RETURN WAS SENT TO THE WRONG ADDRESS!  The address was the one supplied by Kohl's on the return requisition form it sent to me, and which the UPS delivery driver accepted as LEGITIMATE!   The agent to whom I spoke at UPS verified for me the address on the requisition form.  The address is: Kohl's, Return Center, 3500 Salzman Road, Middletown, Ohio 45144-9401.  This is exactly the address Kohl's lists on it's website if one wishes to return an item.  I INFORMED UPS TO SIMPLY RE-SEND THE PACKAGE TO THAT ADDRESS.  UPS INFORMED ME THAT, BECAUSE KOHL'S HAD REJECTED THE RETURN, KOHL'S HAD TO REQUEST THAT THE ITEM BE RE-SENT.  KOHL'S REPRESENTATIVE IS LYING TO YOU.

We have
processed a credit back to our customer’s Kohl’s Charge account in the amount of
$167.18 for the mis-shipped Kohls.com order [redacted]. We advise our customer
to allow 10-14 business days for the credit to appear on her Kohl’s Charge
account.

Due to the nature of the customer's concern we advise the customer to reach out to our Corporate Refund Department directly for additional assistance. They can be reached at ###-###-####. We apologize for any inconvenience.

We have reviewed our customer's concern and it appears we had to process another credit for our customer. We will be mailing our customer a Kohl's Merchandise Credit in the amount of $22.50 and applying another credit in the amount of $15.21. Please allow 7-10 business days to receive the...

merchandise credit via USPS. We apologize for the inconvenience and frustration our customer experienced.

Upon review of the Kohl’s Charge account
we are able to confirm the fraud status. At this time the account has been
closed and the matter resolved. The customer will receive a letter in the mail
as confirmation. We apologize for the inconvenience.

Our records show the desired return credit for Kohls.com order #[redacted] was processed on 11/21/15, back to the customer's VISA ending in 1593. Additionally, we have no record of the customer contacting the Corporate Office via phone in reference to this complaint. 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.I have shared this issues to Ibotta, Mr. Rebates and Retailmenot. And in all my Facebook Pages! This is the most unprofessional company I have never dealt with. Glad I have Belk, JcPenney and credit cards because I'm returning everything purchased in the last few months and NEVER shopping at Kohl's again??. This smiling because I spend MY money where I received Good Customer Service. Now I consider this matter Closed as well!
Regards,
[redacted]