ComplaintsforKohl's Corporation

• Initial Complaint

  07/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I looked for sale shoes on Kohls.com for my daughter. A pair of Under Armour shoes came up on sale with the sale price clearly listed. When I opened the cart, the sale price was gone and the price went from $62.97 to $90. I went into the customer service chat and gave them the information including the link that clearly shows the sale price. They indicated that they didn't see it and were not capable of accepting screen shots. None of their customer service options support screenshots, so it is not possible to prove the glitch in their system when they indicate that they cannot see it. They need to fix the glitch in their system which shows the sale price or honor it. They refused to honor the clearly marked sales price which is a bait and switch. A manager became involved and also refused to honor the price or fix the glitch in the system. It was bad customer service. I let them know I would be shopping somewhere else (which did not bother them). It was as if they thought I was trying to ******* them out of (about) $27 so they were fine with me going elsewhere. I had over $100 of other items in my cart that are now going to be purchased somewhere else.

  

  Business response

  07/29/2024

  We apologize for our customer's disappointment.  Prices can change daily for some colors and sizes of the same item.  Should customer choose to order the Under Armour UA Charged Escape 4 Womens' Running shoes and send us the confirmation Order number, we will be happy to adjust the pricing on the order to reflect the $62.97 pricing that was sent in a screen shot.

   

  Thank you,

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wrong shoes sent these are not vl court 3.0 off whites. These are a total different colors. Not only that, the size is also wrong. This is the 2nd time it's happened to me. I spoke to a rep and wanted to mail them back. For their mishap they want to charge me for return shipping. It's a slap in the face knowing i've spent all this money with them using my kohls card. No way on earth should a customer have to pay for return shipping because they messed up the order. It is completely against the US law to even have this kind of policy in place. The shoes i ordered are not sold in the local store nor are the ones i received. I tried returning the first pair for a refund at the store. Because, the shoes and box didn't match up with the receipt they rejected the return and wasn't helpful. Both colors in this particular model aren't even sold at the local kohls, go figure. I guess kohls is exempt from consumer protection laws.

  

  Business response

  07/23/2024

  We apologize for our customer's disappointment.  Our records indicate Order Numbers ending 0551 and 2721 have been refunded. We have forwarded the incident receiving the incorrect pair to the Vendor for review.  We appreciate the customer bringing this to our attention.

   

  Thank you,

  Customer response

  07/25/2024

  I was forced to go to the store and return. The question is why did y'all want to charge me to return the wrong items? 

  

  Business response

  07/26/2024

  There is an unpaid return label attached to the packing slip for any returns; however with an incorrect item issue a prepaid return label could have been emailed to the customer.  We regret this didn't happen for our customer. 

   

  Thank you,

  Customer response

  08/01/2024

  Issue not resolved just fake apology. Why not rectify and send me that prepaid label through email after the complaint? 

• Initial Complaint

  07/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The staff was talking about the brand I was trying to purchase ******** and they said "yea coupons don't apply to this" and the item I was trying to purchase was on a rack that said $50 marked down to $37.50 for ****** pants. Then the staff said no they're not on sale when everything on that rack was ****** pants on sale from $50 marked down to $37.50. I tried loading my email to use a discount and they were saying rude remarks. Then I pulled out my kohls cash and they were like it doesn't work till tomorrow. Theres a QR code on it with 15% off my next purchase and they werent even trying to accommodate me. The staff was also saying rude remarks while I was trying to load my email to use my discount and wouldnt let me load my discount from my emails or use my 15% off my next purchase. And the 15% off my next purchase has no terms or deadlines on it whatsoever. They were talking about lets just stand there for 5 minutes knowing that we close at 9pm. I was trying to purchase ****** pants that were on sale and the staff acted horribly. I felt discriminated against. Why give customers discounts and ********************** cash if you want to be rude and not let customers use it? Why advertise a sale and not follow through with it at the counter? I am disgusted with my visit today (7/20/24). I came into the store at 8:50pm and they closed at 9pm and I was under the impression my discounts and kohls cash expired 7/21/24 and that I got 15% off my next purchase like the kohls cash they gave me said and the staff were completely rude. I came in in my work uniform trying to get ****** pants for my boyfriend for his birthday after I got out of work and the staff completely ruined my experience. I hope the company reaches out to their employees and lets them know how they acted was completely unethical and I will not be shopping here again. I also wish I took a picture of the rack with the sale but they said were closing you need to check out while ******* me.

  

  Business response

  07/22/2024

  We apologize for our customer's disappointment.  We never want our customer's to feel rushed or be mistreated by any of our Associates, in store or over the phone.  Clearance and Closeout Deal prices represent savings off original prices. Interim markdowns may have been taken. Selection of sizes, colors and styles may be limited per item. 

  The attachment of the ****** Cash coupon shows it is redeemable July22 through July28; also the 15% off is available once you text the code to the number.  Generally, coupons can also be found on Kohls.com by just scrolling to the bottom of the main page. 

   

  Thank you,
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered items for store pick-up. These items were time-sensitive. Issues:When the order is filled, ****** does not inform (by email) what items are out of stock, leading the customer to believe the order will be filled in its entirety. When items are out of stock, ****** makes the assumption that the customer wants the out of stock items shipped, but does not prompt the system to allow them to choose. Kohls then transitions the out of stock items to shipping without the customer's permission or any timely email. The email confirming the item ready for pick up does not match the Order in my personal account. The Order in my personal account shows items being shipped, but not in the email. Both the email and online order status information should match. When I called ***************** all three representatives I spoke to (one representative, and two supervisors) stated that they could not cancel the order in the system or contact the warehouse to stop the unauthorized shipment. Customers should have the right to decide if they want an order shipped or cancelled. In this instance, the items were time-sensitive. I went to another store and picked up the out-of-stock items, only to discover later ****** was still charging me for a shipment I did not want. The resolution offered by the Representatives was to "return the items when you receive them." This is unsatisfactory. It burdens me to have to return items I didn't want shipped to begin with (time, gas, etc). ****** must fix their system to give on-time updates and put in place mechanisms that allow customers to choose whether they agree to a shipment if the item(s) are out of stock.

  

  Business response

  07/22/2024

  We apologize for our customer's disappointment.  If items are out of stock in the store for a BOPUS, (pick up at the store), the system will provide a ship to option on each individual item.  We appreciate our customer's feedback.

   

  Thank you,

   

  Customer response

  07/26/2024

  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 was never made aware that my order would be rolled over to shipping automatically. The system does not give an "option" to the customer. If it is embedded in small text somewhere, that is deceptive marketing. The "option" to have it rolled over to shipping should be clearly communicated, both in the order history and any email correspondence. Additionally, customers may prefer not to pick up any "part" of an order if the entire order is not ready for pick-up because of the time and gas. It is a customer's right to be fully informed of "in-stock" and "unavailable" items. 

  When I order from Target for in-store pick-up, if any items are out of stock, the order is "cancelled" and I am notified via email. Target does not automatically transition out of stock items to shipping and charge me. Their system is very straightforward and easy to understand for any customer. 

  I was charged $163 without my "knowledge" or "consent" for a shipped order.  This is absolutely unacceptable. If other stores have seamless order picking and fulfillment systems, it indicates that ****** system contains deficiencies that must be corrected. 
  
  Regards,
  
  *******************

  

  Business response

  07/30/2024

  As previously stated; each line item gives the option for pickup or ship to as follows.  If the item isn't available for pickup at the store it will open the ship to option.
  
  Not available for Pickup
  check other stores
  
  Estimated Arrival
  Fri. Aug. 02 - Tue. Aug. 06

  The customer can always return any items to the store when they go for a BOPUS pickup or any other time.  If the customer chooses we would be happy to email a prepaid return label for return convenience.

   

  Thank you,

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an item on nov. 10, 2023 for $31.89. I tried to return the item and because I wasnt able to login to my kohls app (I had lost my password at the time) they couldnt return my item at the price I paid. I was advised to get that information to provide to them to get my full replacement. In the meantime I did find the information but went a tad bit over what they said was their return window however my compliant is the kohls receipts say hassle free returns anytime for any reason and there is no time frame. When I was able to recover my information and provide to them they did not try to accommodate at all and was very short with their response several times, that there was nothing they could do. I explained the receipts say anytime and there is no time frame window listed on the back of the printed kohls receipts where the return policy is listed, the manager informed me they do not have to list their correct return policy dates. I feel since they advertise as free returns anytime it should be anytime as implied, if it isnt they need to change their receipts to the correct information because it is misleading and false. Thank you for your time in this matter.

  

  Business response

  07/19/2024

  We apologize for our customer's disappointment.  ****** Return Policy can be found on the ****** website **************************************************************** and is as follows:  

  The Kohls Return Policy allows you to return most merchandise purchased in-store and Kohls.com for up to 180 days after the original purchase date, with or without receipt except for the following items which are subject to the noted restrictions and require either a valid ****** receipt or ****** account look-up. Premium electronics and watches must be returned within 30 days of purchase with the original packaging and a valid receipt or account lookup.

   

  Thank you,
  

  Customer response

  07/22/2024

  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.
  
  [Please type your response here.] I understand the return policy can be found on the website however on the back of the receipts that are printed from the store it advertises hassle free returns can be made anytime for any reason and does not list a time frame. I have added a photo of a receipt that I just received from the store listing the return policy on the back and it does not mention a limited number of days, only advertises anytime for a full refund. In writing the receipts advertise falsely and I feel kohls should stand behind what is in writing on the back of the receipt I received the same day I tried to make the return.   
  
  Regards,
  
  *********************

  

  Business response

  07/23/2024

  Again, we regret the frustration caused.  The ****** Return Policy is known Company wide, in store and online. To be fair and consistent with all of our customer's this is the policy we follow.

   

  Thank you,

  Customer response

  07/23/2024

  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.
  
  [Please type your response here.]I disagree that it is public knowledge. Most people know to check the back of a receipt to see a business return policy if it is listed. So it is misleading and false information on the receipts when you say hassle free returns anytime According to the definition of anytime it means at whatever time. That is what is listed on the kohls receipts. 
  
  Regards,
  
  *********************

• 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

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered alot of jeans and I called them July 5th kohld charge told them some were missing. The gentleman customer service issued me a 66 and change credit that was suppost to come off my bill in 11 days I was told it didn't. I called July about same issue and still more missing jeans. I only recieved a few pair then i was told i would get a 75 dollar credit as well in 11 days. They were escalating these credits. Still no credits showed up. I called again. Spoke to a very rude woman supervisor she said well you have alot of orders shorts jeans shoes I said ya but I'm still missing the jeans they never came everything else did. She said she wasn't giving either credit called me a liar hung up on Me. I took shoes back to local kohls store July 16 and 3 pair of shorts I also returned on 13th 98 in the jeans I did recieve because they r charging me for items I never got I've called and they lie to me after saying they would issue 2 credits if 66 and 75 and now refuse. I'm not paying for items I did not get. ! Also I'm not ordering or using kohls charge anymore if they don't do right by me before August 16th when next bills due! I want my credits. They r liars and stealing my money. I've called 3 times they have my information ********************** and 2470 last 4 digits of social. Birthday 2/19/66. This is frustration wrong and infuriating I said I want to dispute charges they say thry don't have a dispute for kohls charge card. Can't get anyone that speaks clear English I told my local kohls store plainfield indiana about all this. I will pay my bill when it reflects correctly! Not until! Kohls used to be my favorite store but I refuse to purchase from there again if they do not issue my credits .. packages came but missing jeans all were not there. Maddening and ridiculous.. calling me a liar. I haven't paid yet not due til August 16th 2024

  

  Business response

  07/19/2024

  We apologize for our customer's disappointment.  Our records indicate 5 pairs of jeans were refunded on 7/5/2024 to the original form of tender on Order number ending 2374; also refunded 5 pairs of jeans on Order Number ending 0137 on 7/12/2024.  Credits can take up to 7 business days to post on the customer's statement. 

   

  Thank you,

  Customer response

  07/19/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  Customer response

  07/19/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  Customer response

  07/19/2024

  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.
  
  [Please type your response here.] I never got the 66 credit from July 5th phone call about missing jeans 4 pair  I was told 7 to 11 days it never came instead it says purchase 66 dollars. I called again kohls charge July 9 again still missing jeans was told ok credit issued 75 in 7 to 11 days I said I never got the 66 was told wait it will hit. They never did. I took back things to store only credits I got never recieved all.16 pairs of jeans.  Called 3rd time last Monday 15th July was sent to supervisor she was mean nasty caller me a liar I was upset as i should be I never got my credits I'm not laying for jeans i did not recieve.  She hung up on Me.  That's when I called local kohls told them they said nothing they can do I'm told there's no dispute center.  Im not paying almost 200 balance on there now I owe a small amount  I will pay that after they give me the 2 credits documented in the notes to my kohls account. 
  
  Regards,
  
  *************************

  

  Business response

  07/23/2024

  The entire Order Number ending 2374 was refunded for all 6 pair of jeans; the entire Order Number ending 0137 was refunded for all 9 pair of jeans.  There is no reference of a $66 or $75 credit for this customer. 

   

  Thank you,

  Customer response

  07/23/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  Customer response

  07/24/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I placed an order online. I got a notification saying it has been delivered but I did not get it yet. I sit 10 feet away from my front door which is where the tracking said my package is delivered. I know that nobody showed up to deliver my order or nobody stole anything. I reached out to your chat and they pretty much said Tough luck, it said delivered and we cannot do anything and to file a police report for theft. I was working at that time and I know for a fact that nobody delivered anything nor nobody stole it off my front door. I was told to file a police report for theft but there was no theft. There was no delivery to start with. I am so frustrated with this because I do not know how it is my fault for the shipping team's incompetence.

  

  Business response

  07/23/2024

  We apologize for our customer's disappointment.  Our records indicate a refund has been requested for Order Number ending 9171.  This will reflect on the customer's statement within the next 7 days.

   

  Thank you,

  Customer response

  07/24/2024

  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 am not sure if a refund has been processed or not but I do not see a refund in my order page nor did I get an email. I reached out to customer service to verify this but they could not verify this either.
  
  Regards,
  
  Kalyan S

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I am attaching the response from their customer service team, I verified the refund with their customer service team and they said a refund has not been processed.
  
  Regards,
  
  Kalyan

  

  Business response

  08/07/2024

  Verification made with our internal business partners that the return credit for the amount of $500.31 on Order Number ending 9171 processed and completed on 7/25 back to the Mastercard ending 5749.

   

  Thank you,

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed two orders on kohls (order ************************ most items were for my daughters birthday that was 7/15. When I hadnt by 7/14 I called kohls and was told tracking just wasnt updating on my end because on their end it said it would be delivered by the end of the day on 7/14. 7/15 (daughters bday) came & I still had not received a single item, I called kohls back & they told me my items were lost in transit, but dont worry were processing a refund right now and you will get an email with $15 in kohls cash. Youll receive a email confirmation with the details of your refund Fast forward to today 7/17 I have still yet to receive a single item, Ive yet to receive a refund or email confirmation. I called once & was told again not to worry, it was being processed & to check my spam for the email because it was definitely sent at this point I realized kohls was giving me the run around and trying to keep my money and the merchandise, so I done some research on Reddit and seen that a few other dozen people have had the same issue with kohls just in 2024. I decided to use the chat help on kohls website so I could screenshot the conversations between kohls and I. Ive chatted with 4 agents and 1 supervisor. The first agent told me to call kohls for a refund, the second said a refund was already processed and to call my bank to see why it wasnt back in my account, the third and fourth agents said they couldnt help, and the supervisor said to contact my bank. I called my bank and they said they couldnt do anything about it over the phone, that I would have to come in because they have to have a signature on file but even then that kohls would likely fight against them. I told the supervisor I spoke with this and that I could not miss work as I am a single mother and simply cannot afford to lose out on more money. I also let the supervisor know that I have security footage of my entire ****************** and nothing has been delivered since July 3rd.

  

  Business response

  07/19/2024

  We apologize for our customer's disappointment.  Our records for Order Numbers ending 8072 and 2794 have all of the tracking numbers with *** and **** showing as delivered,  If customer can identify which items are missing, we will be happy in investigate further.

   

  Thank you,

• Initial Complaint

  07/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Several days ago, I used $50 worth of ****** Cash to order a pair of shoes (which are now $55) with free MVP shipping. There was no credit card involved, so I clicked "Order," got a new screen that looked like the normal "Thank you for your order" screen, and went to bed. Today, I learned that the order did not go through because of some sort of glitch on ****** end. I checked and found there was no confirmation email. This comes after a major glitch a few weeks ago did not allow me to use $100+ of KC. I was told by CS that I would be able to get a credit if I contacted someone the next day... That never happened. 2+ hours of wasted time later, I dealt with a supervisor who compensated me in KC (not ideal). Here we are, a few weeks later, and ANOTHER technical issue. I just wasted over 30 minutes explaining and re-explaining the situation to a helpless and useless chat agent. They were unhelpful. I would just like to pay what I would have a few days ago--$0 shipped. Some KC must have expired or not be in my account. I made the order and had to pay $15.98. The principle of this is that I should pay $0. I want a credit to my ****** charge card for that amount. I honestly don't understand how such a big company can have so many tech issues. Seems convenient that I could not apply KC two orders ago and could not get my "free" order this time. I DO NOT want more ****** Cash. I want a credit. I'm not counting all of the wasted time I've spent on chat--now over 2.5 hours for this month alone. I'm about done with your company. It's unbelievable. The order number below is the one I just placed. Obviously, I did not receive an order number when I tried to place an order a few days ago. Please hire good chat agents and allow them to actually help! I mean, I have to submit a complaint here because of $16? No wonder you have a 1/2 star rating with the BBB. I am angry!

  

  Business response

  07/19/2024

  We apologize for our customer's disappointment.  Even though we were unable to find an attempted order for shoes lised at $50, as a courtesy we have accommodated the original form of tender $15.98 on Order Number ending 3737.  This will reflect on the cusomer's statement within the next 7 days.

   

  Thank you,

*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. ↩