Kohl's Corporation

Better Business...

Bureau:
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]

We apologize for the inconvenience our customer experienced with online
order [redacted].
We have processed a full refund to our customer in the amount of $121.79.  This
was applied to the Kohl's Charge ending in 7848. Please advise the customer to
allow 3-5 business days for this to...

process.

Upon review of original order [redacted], a refund was processed in the amount of $152.00 back to the form of tender used. The credit to your charge card will take an average of seven days to appear in your account. While most credits appear within this time-frame, yours could be sooner or...

later. 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.
Please see attached ad.
Regards,
[redacted]

Our records show a return for Kohls.com order #3435140929 was processed on 01/26/16. We advise our customer to allow 7-10 business days for the credit. We apologize for any inconvenience.

We regret to hear the customer was missing an item in her recent
Kohls.com order. We have processed a return for the missing item from Kohls.com
order #[redacted] on 02/12/16. We advise our customer to allow 7-10 business
days to receive this. We apologize for any inconvenience, as well as the...

poor
customer service experience.

We have processed a return for our customer in the amount of $23.49, which will be refunded to the customers Kohl's Charge. Please advise our customer to allow 3-5 business days.

Upon review, we adjusted a total of 175 points to the customer's Yes2You Account with Rewards ID [redacted]. This will be included in the total points for the month of March. A Rewards Certificate will be sent out the first week of April.

[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:
shanon in customer service did both returns in just a matter of minutes.   All  of your customer service should be as competenet as she.I have  viewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

We are unable to locate a Kohl's Charge account with the information provided. We advise the customer to reply with her account number to research this matter further.

We have processed a return for the missing items from 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. We apologize for the 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 already spoken to the fraud department, and I was unable to reach a resolution. I was told the same thing that I've been told over and over. This is not a matter of fraud. This is a matter of Kohl's not issuing my FULL refund. They have only issued partial, and I am still missing $250. Kohls's isn't simply sending me in circles. 
Regards,
[redacted]

In order to research our customer's concern, we are requesting a copy of a bank statement showing the transactions so we can trace them since we are unable to locate an order for our customer.

Upon review of her order, a label was never created for the missing items which means the package was never picked up by our carrier. A refund has been processed back to the credit card used on the order. The credit to your charge card will take an average of seven days to appear in your account....

While most credits appear within this time-frame, yours could be sooner or later.

We are unable to ship the missing items without a form of payment attached. In addition, a refund was processed back to the form of tender used with order [redacted]. The credit to your charge card will take an average of seven days to appear in your account. While most credits appear within this...

time-frame, yours could be sooner or later. If the customer would like to reorder the items, we are happy to honor the original sale price of the item. 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.  I just want to let you that I really appreciate the help you have given me.  I reached out to Kohl's prior to contacting you.  I believe your help made them move a little faster. Again, thank you so much.
Regards,
[redacted]

We stand behind our previous statment and consider this matter closed.

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.
Seeing as how the response from Kohl's was essentially the same response I received via mail, this does not resolve my issue. Kohl's refuses to accept responsibility for their mistake and this act of injustice goes to show the type of poor customer service they provide. Kohl's claims that they record every phone call made to their customer service department, so the proof of their mistake could be verified by their own representative should they decide to listen to the conversation. In their response to my complaint, Kohl's does not even attempt to resolve the issue by giving a viable explanation as to why they issued an unauthorized charge on my account, why the incorrect payments were refunded, or why a scheduled payment I had for January was cancelled along with my bank account information. They claim to not have access to my account, which is a gross understatement seeing as how they are able to delete my information whenever they so please. The response I was given in regards to my complaint did not even attempt to answer my complaint, nor had anything to do with why I had sent in a complaint. It read like a blanket statement I'm sure lots of customers receive when they complain about an injustice done to them by Kohl's. I will not let this issue go until I receive compensation for Kohl's taking money from my bank account without my authorization. I look forward to hearing an actual response from Kohl's that answers my complaint.[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.
Untruth in advertising. Countdown counter stated on home page while logged in to Kohl's.com that I had one hour 30 minutes to use coupon. (No mention of what time zone was included!)  I did not complete the second order because my discount coupon and sale price was taken off the site 1 hour early!  I placed the first order within 15 minutes before that happened.  That first order was Order# 7450857964. And my time was Mountain time 10:45. Needed to split payment because my credit payment was not posted to my Kohl's credit account yet. Wanted one more chair, didn't complete that order because the sale was ended early according to the countdown timer, I had an hour left! Again, the countdown timer on the home page while logged in did not state what time zone it was regulated by and I trusted that I had until midnight my time! 
Regards,
[redacted]

We are unable to honor the sale price of a different item purchased. The customer will need to check back for availability of the item. If she wants to purchase a different item, we are happy to honor 20% off of the price listed for the item. This percent-off discount is not to be combined with any...

other percent-off discount.