Moore-Built Construction & Restoration, Inc.

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.

We apologize for the inconvenience the customer experienced. We are more than happy to research our customer's concern. We have partnered with our rebate department to find a resolution. Once we have a response, we will be more than happy to follow up with our 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Amber [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 customer service department does not follow up nor do they try to solve the problems that THEY are having. The item was delivered but they do not address the dishonesty, the facts of the issues presented, why the original order was canceled without any reason or notice, why I was promised a return phone call and NEVER received one, why I was told that I would be called by a service person to follow up on the problem and was NEVER called, why l was told that the package was in the UPS system when it was obvious that the order was not even shipped yet and until the evening of the day it was promised delivered, why I have received my promised $45 from the original order that was cancelled yet promised, and why Kohl's does not appear to have a system set up to know where orders are or to be able to leave or attach the conversation notes from one customer service person and so that another can see what has been done, why I was told that the fastest the delayed order could be delivered was 2 days yet when then order was actually finally shipped it was overnight air? there is more but the actually delivery is only part of the problem.
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.
1. As a consumer, I'm innocent in this case.   There is no way I can find out the ad is real or fake, and which survey is a good one which one is a spoofed survey.  That are not my responsibilities, and I'm not no obligated to do the work for Kohls . That email were sent to peoples inboxes for so many times, and Kohls knows of that, but did not stop it. That is Kohls  fault. or I can say Kohls made a purpose to let ad fool people around so it can take advantage of that.   2. Kohls customer representative has promised me a gift card as a reward of my hard work for its survy. But took it back next day. What kind behavior of this? Please explain
Regards,
Alex [redacted]

The customer is receiving the refund in the same way she paid for the item. A partial amount of the purchase was paid for in Kohl's Cash. Accordingly, this portion is being refunded in Kohl's Cash. The other portion of this item was paid for on the Kohl's Charge card and is being returned to that same payment method. As such, we consider this matter closed.

We
apologize for the disappointment. As an item from the Kohls.com order ending in
[redacted] was damaged, we refunded this item in the amount of $21.10, which posted
to the Kohl's Charge card ending in [redacted], on December 28. Additionally, the
shipping charge in the amount of $29.95 was also credited...

to the same payment
method. On January 5, we credited an additional $30.00, in compensation for the previously agreed upon
amount, which will post to the Kohl's Charge in an average of seven business
days. Finally, for questions regarding credit reporting, late fees and call log
requests, please contact Kohl's Customer Service, via phone, at ###-###-####.

We apologize for the inconvenience our customer experienced with Order 7363794875. As of 12/19/2016, UPS is confirming delivery of the package. Please advise if the item has been received.

We
apologize for the disappointment. On March 23, our records indicate that the
Kohls.com order, ending in 9746, was cancelled. At Kohls.com we do not charge
the payment method until the order ships. However, we do authorize the tender to
determine if the funds are available. As the order did...

not go through, this
authorization will drop from the tender used in an average of 3-4 business
days. On March 24, our records indicate a replacement Kohls.com order was
submitted successfully and picked up at the Waxhaw, NC Kohl’s store, via Buy
Online Pickup in Store (BOPUS).

Upon review of our customers order, it does show a return credit has been applied for Order 7723173088. We have verified the amount of $60.50 has been applied to the Kohl's Charge ending in [redacted]

Please let our customer know that we stand behind our previous response. Our customer is welcome to return the rug in the store for full price with a receipt. As I understand she does not live close to a Kohl's store, this can be done  next time she is by a Kohl's, as there is no deadline to make returns for this item.

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] Although originally the address was wrong, within an half hour after realizing this I contacted one of your representatives from Kohls on your chat box help.  I have a copy of the discussion with that representative and they assured me that possibly it could be corrected at that point, the address, or that upon its return to the warehouse that it would be sent out to my corrected address.  Because if I didn't think that either of those was not exactly the correct advice, I would have cancelled this order.  I am shocked and quite frankly surprised that you would still agree that although a valued customer does not have that merchandise that I would still be responsible to pay for it.  And I have started.  Again I do not know of one business in this country that would go along with that.  I have just made my first payment on this bill.  And I believe I will not be paying another dollar towards it since I do not have the merchandise. You have lost a great customer and I will share that with family and friends.

[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]

I spoke with several customer service representatives that told me they would arrange the shipping and packaging of this kitchen island.  They claim all calls are recorded so I would start with listening to all conversations.  I also talked to supervisors who also assured me that Kohl's had made a mistakes.  One offered me $50 in Kohl's credit another offered me 30? off.  One also said she would try to refund me my assembly fee.  Every single one I talked to basically apologized said they would fix it.  Each call resulted in the same thing, no resolution.  The last customer service rep told me the other several people I talked to were wrong.  I feel like if they were, it is Kohl's responsibility for their I'll trained call center representatives.  Had I not been promised something from several different people all with the same solution then maybe we would not be in this situation.  I feel Kohl's employees were not properly trained to handle this solution.  Not to mention my time and aggravation, but also the UPS guy who has to go out of his way 2-3 times a week for their ill trained employees.  This is an 850 dollar item that I bought from their online store that I paid 100 dollars to be put together and is now defective.  I feel it is their responsibility as a major retailer to honor their product and SERVICE REPRESENTATIVES.

[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]

Kohl's does stand by it's previous statement. At this time, we do 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] As you can see in the attached photos, the shipping box is so severely damaged that it can not be used to ship anything in.   The photos also reflect the damage to the items.  Once again, the items are too heavy to return at a Kohl's store.  Unless someone from Kohl's can come to my house and pic these items up and give me either a credit on my account immediately or hand me a refund check, I expect Kohl's to refund $400 to my account immediately without returning the damaged items.  Someone at Kohl's needs to take responsibility for this poor packing and shipping as well as poor customer service response time in resolving this issue.  Who is going to make this right!?
Regards,
[redacted]

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.  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. While in most cases out of stocks are reflected prior to the check out process at Kohls.com, there are situations when an out of stock may not be evident until the order picking process. This can be attributed to high order volume, damages, etc. The customer's order total was $38.45. She did not qualify for Kohl's Cash on this purchase. We apologize for any additional disappointment.

We are unable to comply with the customer's request for a Store Credit. 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....

And if you are making a return or price adjustment on an item you bought with Kohl's Cash®, the value of the Kohl's Cash® coupon will be returned as a Kohl's Merchandise Credit. The details of the Kohl’s Cash Coupon program are stated on the back of each coupon, as well as our Kohl’s flyers.

I just want my money back. And an apology