ComplaintsforKohl's Corporation

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm absolutely appalled at how this business conducts itself and how misleading and how much of a misrepresentation it is to the general public when it comes to ****** and kohls.com. They are two completely separate entities where one will not help the other.
  
  Every year around my birthday this company gives me $10 to spend in their store which I appreciate. On my birthday I purchased two large pillows using up most of the $10. I had a week to pick up my order which I did 6 days later in the only ****** in our area at zip code *****, being ***************, ********
  
  While in the store I noticed for the first time when looking at the email, that my order was sitting in a store in *********. This is not the first time this app has sent my items to *********. I clearly put in the store that I wanted my order to be sent to but for some reason it ends up 250 miles away.
  
  A simple fix would have been to have replaced the two pillows while I was in the store and when I asked somebody in customer service for a manager they said ************************** and ****** are two completely different entities and cannot interact with each other. The public needs to made be aware of this.
  
  I was told basically to waste my time and call customer service. I got a lady called ******** who with her broken English I had to explain the story twice where I got absolutely nowhere.
  
  I asked for a supervisor and instead of one coming on the phone I had to wait for between 3 to 5 minutes while she types out the whole story and then a supervisor finally comes on the phone.
  
  I got another person with broken English by the name of ***** who was the requested supervisor. Once again he could not help whatsoever.
  
  I called the headquarters at ************ to which when you press zero which means 'other,' as I did not want to be redirected back to Kohls.com again it simply loops itself and puts one back onto the menu again. I tried this three times yesterday and finally gave up.
  
  I then decided to call the manager of the store in ********* where my two pillows were sitting, hoping that she could get in touch with a manager at my local store where I could pick them up next week. She also informed me that Kohls.com and ****** are two separate entities and nothing could be done. She said that she'd request a callback for me from the headquarters to sort this mess out.
  
  No one called yesterday so I wasted more time today and attempted to call the headquarters again to which the menu loops itself.
  
  I then called back the ********* store where ****** the manager who I spoke to yesterday is now on vacation so I got another manager called ********. When I simply asked her to call the headquarters for a call back she said 'well I'll get in touch with ****** she's on vacation right now.' I wouldn't want to be bothered by a store if I was on vacation; ****** isn't back in the store until a week's time being next Wednesday so I said 'let's forget that I even spoke to ****** could you please call the headquarters for them to call me back.'
  
  The reason why I wanted the pillows when I did is because they were on sale at the time whereas they probably aren't on sale now so I'm not going to get them for the $10 that I originally had.
  
  Of course nobody has called me back from headquarters.

  

  Business response

  07/19/2024

  We apologize for our customer's disappointment.  Our records indicate new Order Number ending 2201 has been placed for the two pillows being delivered to the ********************************** at no additional charge.  

   

  Thank you,

  Customer response

  07/19/2024

  A friend of mine in ******* said today that customer service is nothing like it used to be. Unfortunately you get foreign people on the phone who barely understand English, who have probably been outsourced by major companies now which I believe started with AT&T back in the '90s. 

  Years ago you would ask for a supervisor and most of the time things would get resolved.  Obviously not with *****.

  Why couldn'tKohl's have done which was my original request to begin with. Simply change the order to the store that I'd just walked out of.

   Why do these companies make things so awkward, wasting the customer's time with the ********************, wasting the BBB's time to get a result that should have been concluded to begin with. 

  Thank you BBB for intervening.

   

  Sincerely, ***************************.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Item was advertised on sale as $44.97.I selected the color and size I wanted and the sale price still showed.I added two of the items to my cart.When I went to check out the price was full retail of $64.99.I called and chatted with customer service and did not receive a price correction.I am forwarding the screen prints to the North Carolina **************************

  

  Business response

  07/12/2024

  We apologize for our customer's disappointment.  Our records indicate that the pricing for the New Balance 410 V8 Men's Sneakers is $64.99 except the color *************** Blue which is $44.97 as it is being clearanced out of inventory.  We found three orders that customer submitted for these shoes in the Phantom Black Color at the current price of $64.99. Clearanced items are not eligible for pricing adjustments. 

  See more information regarding price adjustments on the ****** Website at :  **************************************************************** regarding price adjustments. 

   

  Thank you,
  

   

   

   

  Customer response

  07/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have attached a print out of the Kohls dales page for the item in question. It clearly shows that I have selected Phantom Black in a size 12 and the sale price of $44.97. It does not indicate the item is on clearance or the price doesn't apply for the combination I selected.
  
  Regards,
  
  *************************

  

  Business response

  07/16/2024

  We regret we the frustration caused.  As a courtesy, Order Number ending 8067 has been credited $20.02 for the pricing difference verified; Order Number ending 6735 credited $20.02 and Order Number ending 9037 credited $40.04 to the original form of tender on each order.  These will reflect on the customer's statement within the next 7 days.

   

  Thank you,

  Customer response

  07/16/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 7 July 2024, I bought the "Step2 ************* Discovery Pond Toy" *** #******** on the ****** app for $159.99. Less than 24 hours later on 8 July 2024, the same item was listed for $111.99 but the name had been slightly altered to "Step 2 ************* Discovery Pond Backyard Water Garden" and the *** was changed to #********, despite being the exact same item from Step2. I requested a price adjustment per their policy, that "The price of the item was reduced to below the final price you paid within two weeks (forteen days) of the purchase date." I was told first no because the item is excluded from "coupons" - the new price was not a coupon, it is part of a sale being held by the company. No coupon needed. Second, I had an employee on their customer service chat in the app tell me that the item wasn't on sale, which was when I discovered that they had changed the name and *** for the item. Both ***s are for the exact same item from Step2; Step 2 does not have different variations of this particular item. Third, the same employee told me in the chat that the only way to get the sale price was to return the large, 30lb full price item to the store (which had been delivered to my house due to size/weight) and repurchase the cheaper one. I have been attempting to get anyone to listen to me there but I keep getting danced around/ignored/told "it's not their policy" but not providing me with said policy other than links that do not bring me to the information I am requesting - links to "coupons not applicable" - but again, it is NOT a coupon.

  

  Business response

  07/10/2024

  I regret your frustration with our price adjustment policy. ****** can price match qualifying merchandise within 14 days of purchase. If the merchandise is an excluded brand, premium electronic or is on clearance, we are unable to price adjust per our posted Price Adjustment policy. Please know that your comments have reached a high level and I will be sharing with the appropriate internal business partners for future consideration. For additional information about our price adjustment policy, please see link below.
  
  **************************************************************************************

  Had the customer purchased this item the next day, July 8, 2024 at the $111.99 pricing, they would not have earned the $30 ****** Cash Coupon as it wasn't an earning day.  That being said, we have accommodated the original form of tender for the amount of $18 as a courtesy for the difference that would have been, $159.99 less $111.99 is the $48 less $30 coupon is $18  This refund will reflect on the customer's statement within the next 7 days.

   

  Thank you,

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. I purchased 4 pairs of pants along with other items but I only received 3 pairs of pants. Only 3 pants sent. Agent said I will do a replacement . Agent made a replacement order of the incorrect item, however that order was cancelled. When I contacted kohls again to notify them of the error and the order being cancelled. I was treated horribly.I was told I have a replacement.... although providing the cancelled evidence. I was told the item was sent to me. IT WAS NOT.... NOW IM BEING FORCE TO CONTACT MY BANK Check the fulfillment center or video recording to see it was never sent to me.Order ****** I receive a completely different sonic toy than was advertised. I contacted the store for an exchange. Was told none is available. Was told that if i return the item I will not get my full refund because I earned kohls cash on the purchased and I already used it..... how is is my fault that I cannot get a full refund or the replacement for receiving the wrong item? I was told to contact online, they did a replacement order. agent said donate the incorrect item since i already have one. The order was made then cancelled.... when I contacted customer service today was yet gain told to return the item to the store... how can I return an item I was told to donate? Why tell customers to dispose to donate something then other agents want you to get back your donation? Both my replacement orders are now cancelled and now I'm being refused a refund for the wrong item and missing item? I did not receive 4 pants.... Where is my grey herringbone pants???? Where is my Sonic 30th anniversary Robotics toy with sonic and launcher? Or where is my money? Why lie and do replacements then cancel the order.... then turn around and accuse customers of LYING. CHECK YOUR VIDEO RECORDINGS the proof is there.

  

  Business response

  07/08/2024

  We apologize for our customer's disappointment.  Our records indicate the 30th Anniversary Sonic item is being reshipped to the same address from Order number ending 2260 at no addtional charge under Order Number ending 8330.  Unfortunately the gray herringbone slacks are currently out of stock; therefore a refund is being processed and will reflect on the customer's statement within the next 7 days.

   

  Thank you, 

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received an email from Kohls on 6/27/24 stating I unlocked a $20 bonus reward for being a savvy shopper. It stated it would be loaded to my account on 7/1. I went on today to complete an order and do not see the $20. I see my $10 birthday gift and my $10 kohls cash for last month purchases but not the extra $20 bonus reward. I chatted with someone at Kohls who stated I received the email in error and there is no bonus reward on my account. I expect the $20 to be on my account as stated in the email

  

  Business response

  07/08/2024

  We apologize for our customer's disappointment.  Our records indicate a courtesy $20 ****** Cash coupon was emailed to our customer today.  This coupon will expire 8/30/2024.

   

  Thank you,

  Customer response

  07/08/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made several purchases in June, resulting in $880 in Rewards. The rewards were in my account t July 1. On July 3, I went to make a purchase and noticed an alert that the rewards wont be available until August 1. I called to see why and was told the account was deactivated for a violation of the their terms. Ive read thru the terms and I have not found anything that Ive violated. I purchased these with the intent to provide them as gifts to clients- with the us did a 40% coupon and 7.5% back in rewards this was an amazing win for us, now my account is at risk for being closed and I cant talk to anyone. I keep getting passed around, the same message repeated then hung up on. I had two reps tell me I had to call *********** which is the credit card fraud team, they couldnt help me. Id like to be able to speak to someone to discuss what Im being accused of. I also have $880 tied up that I based my purchases off of. Im a loyal, honest, customer that took advantage of a sale that was advertised, this doesnt feel good.

  

  Business response

  07/08/2024

  We apologize for our customer's disappointment.  For further explanation please refer to this link on the ****** website :  ****************************************************************
  
  PROHIBITION OF RESELLERS AND QUANTITY LIMITS
  
  Kohls offers merchandise to consumers through this Site and its Stores. Kohls is a retailer, not a wholesaler. Kohls does not sell to resellers, and resellers are prohibited from purchasing product, enrolling in and/or participating in any program or offer sponsored in whole or in part by Kohls.
  
  If any of Kohls terms and conditions for any of its programs, offerings, or product purchases are violated or abused, as determined in Kohls sole discretion, Kohls reserves the right, without prior notice, to: (a) reject an order or otherwise limit the quantity of items purchased per person, per household or per order; (b) terminate, close, and/or deactivate any Kohls Rewards Account or any other ********************************* program or accounts; (c) deactivate or invalidate any accumulated Kohls Cash, Kohls Rewards, and/or discount coupons or codes, including within an associated Kohls online account or ********************** digital wallet; and (d) prohibit further purchases, participation in, and access to any Kohls platforms, sites or programs.

   

  Thank you,
  
   
  

  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently experienced rude customer service at the ****** return location on ***********************************, on Monday, July 1st at approximately 5:30 PM CST.I had to return a purchasea bottle of shampoo that arrived open and leaking. Upon arrival at the store, I placed the item in its original shipping box for return.The person assisting me with the return, a woman who unfortunately was not wearing a name badge, handled the situation in an unprofessional manner. Despite my polite warning about the leaking bottle, she criticized me for not placing it in a sealed bag, suggesting I "lacked common sense" and emphasizing that such returns required her to handle them in a "more special manner," which she found inconvenient.I was taken aback by her tone and attitude, as I had assumed that a location which handles Amazon returns, would be equipped to manage situations like this without questioning the customer's actions.I would appreciate it if you could address this matter appropriately to ensure that other customers are not subjected to similar treatment. I am not sure if they are a ****** employee or Amazon employee so I will email both companies. Thank you for your attention to this issue.

  

  Business response

  07/07/2024

  We apologize for our customer's disappointment and appreciate the feedback..  We will follow up with the Management Team at the ******************************** Store location with coaching opportunities. 

   

  Thank you,

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a cart from Kohls online store in November 2023. The *** tracking advised it was damaged and was being returned to Kohls. I contacted Kohls through chat, explained the situation. They said I'd get a refund when it was received but I would have to order the piece again if it was damaged. So I did. I reached out a few more times and was told I'd get a refund when it was received. I had surgery in March 2024 and forgot to ask about it for a couple months. When I contacted Kohls the other day, they said it had been more that 180 days, so I can't get a refund. I want my $285.84 back on my card since I kept in contact with the store and no one told me there was going to be an issue.

  

  Business response

  07/05/2024

  We apologize for our customer's disappointment.  Our recoreds indicate a request has been made to refund Order Number ending 0775   The credit will reflect on the original form of tender statement within the next 7 days.  Any ****** Cash Coupons used will be emailed.

   

  Thank you,

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In may i tried to use my cards in store and they told me the cards where empty i immediately called kohls and they told me both cards had been used in ******** one for 188 the other for 356 i contacted the loss prevention at kohls in ******** and filled a formal complaint thru my polkce depatment they contacted Oklahoma pd to ho out and get the footage 2 days later the officer from ******* where i live told me they cought the 2 ppl man and a women on camera using my cars ( neither of my cards where scratched off) ive reported all this to kohls they told me end of may they emailed me they did not i have pictures of all my emails from kohls and there all from my account buting things and kohls cash they never sent me a email ive called 6 times everytime they tell me they opened a case and they had sent the card ro me in the mail they didnt send anything i have innformed delivery i contacted them agian today and still the same line they been giving me for 3 mnths these cards belonged to my autistic 6 yr old son we where school shopping i was so embarrassed and my son had a complete meltdown because we hadto leave without his stuff kohls failed to keep our cards safe idk how they got the card information unless ig was a internal employee thing stealing card number requaless they know this and continue to say they sent them and didnt i just want my cards replaced like promised over and over

  

  Business response

  07/07/2024

  We apologize for our customer's disappointment.  Please have the customer send in the last four digits of the Gift Cards in question for our review in finding a resolution.

   

  Thank you,

• Initial Complaint

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on KOHLS.COM on April 19,2024,order number is **********, tracking number is 1Z97760X0355211468. KOHLS just created a shipping label, never ship them out to **** should get full refund $799.93,please help me ask kohls issue full refund,thanks

  

  Business response

  07/07/2024

  We apologize for our customer's disappointment.  Our records indicate that the full Kohls.com Order Number ending 5636 was refunded.  One of the items was credited on 5/15/2024 for the amount of $149.99 and the remaining 3 items were credited on 7/2/2024 for the amount of $449.94.  The most receent credit will reflect on the original form of tender within the next 7 days.  The $160.00 ****** Cash coupon was redeemed.

   

  Thank you,

  Customer response

  07/09/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩