Kohl's Reviews

While I was in the store I also needed to shop for underwear. I couldn't find marked prices on any of the underwear or socks at the Kohl's in Morton. I did however see LCD readout signs on the shelf. The signs indicated a price range from $16 to $35 and other signs indicated 30% off. As a consumer with very limited resources, I found this frustrating because I still didn't know the price of the item. I went looking for a scanner. I couldn't find a scanner so I brought three packages of underwear and socks up to the cashier and asked her to scan those items for a price.

The cashier was more than happy to scan the items but while I waited so did the customer behind me. I purchased two of the items and left the third item at the register. I completed about 70% of your survey, then quit, because the questions were so very personal I felt as though I was filling out a form at the hospital. Other companies have forms to fill out for their surveys but ask far less personal questions. Regardless of how much Kohl's might "protect" this information, I feel that somehow this information will be sent around the globe to whoever wants to see it.

I would suggest to Corporate Kohl's personnel to shop in their own stores, unannounced and to use their own money, although with a large cash flow, prices might not be an issue but to most of the customers who shop there I believe it is an issue. I doubt if any changes will be made to either the pricing plan or to the much too personal survey. I'm emailing to help me with the frustration and the time I've spent.

I don't think of Walmart as a Company that is too concerned about their employees or the quality of their products. Although they are the largest retailer and many people share my concerns they do however, put prices on what they sell so that the consumer knows what an item costs. I believe that the quality of Kohl's products is much higher than at Walmart's and I also realize that quality costs more but please let us know how much at the point of sale.

I sent her $40. It ruined her day and everyone else including me. I have spent the last five days talking to Brittany, Amy, Katri, Lacy, Ella, Autumn, Danielle, and the customer service manager at Kohl's Corporation Daniel. He said too bad they have refunded at the lowest price as if the $28 tops and $30 pants just were reduce to $4.00. Lies since they still had the tags on, they put them right back out for full price, and I have nothing but time to devote to making this right!!! This is the eleventh of many emails going out to every Kohl's address I can find. Then I start with all the online complaint addresses including all the registries. Bridal, baby showers... after I hit the BBB, Consumer Report. Yes I will do a YouTube a bonfire of Kohl's rags. I'll be the one with the marshmallows!!! I'm that upset...

I am very disappointed in this customer service experience. This company claims to focus and thrive on customer service, but I believe they have really missed the boat on this one. There has been little to no help for me and my problem and they have definitely lost a customer. I would not recommend the Kohl's charge to ANYONE, even if you are just opening it to receive the initial amount off your purchase. It is not worth it and they will manipulate you to use it again with promotions, and you will end up with a troublesome situation.

I have personally phoned them numerous times and have sent several emails. They evade my concerns and change the subject! Kohl's motto is 'expect great things' however should be re-phrased to 'expect nothing.' Don't Kohl's realize they are missing out on thousands of dollars in revenue by rejecting international cards? A sure way to go out of business!

KOHL'S reversed it- even as I entered it on the site properly. My daughter got the candy, with a love note to my husband, and I got the blanket, which we already own. So I called Kohl's and the guy spoke like a mouse (couldn't hear him). He only spoke up when I told him that I'd been chosen for a survey (he was hoping I would hang up before that and went silent, and only talked to me after I announced that fact). He told me there was nothing that could be done, save sending the items back. I will never order anything again from this place!

I will take the item straight to the store for a refund. However they advised the Kohl's cash amount issued will be deducted from my refund until an investigation has been completed. It has apparently been spent already. I am furious. Will never shop there again. This means a balance will remain on the credit card unless I pay it as the refund will not cover the purchase. They took no ownership. The item purchased was also more expensive than my set credit limit but they allowed it to go through. Crazy.

I reluctantly paid the bill in full. I used the card one more time that year to buy bedding to get the discount; not wanting to take a chance on not getting the bill again, I created an on line account and paid the bill in full when I got home. I had received an email from Kohl's stating that I could get a paperless bill. I opted for this since I never have gotten a bill in the mail from them. I charged a few Christmas gifts on the card in December and forgot to go on line and pay it immediately when I got home. I never received a paperless bill either and had forgotten that I used the card. Again, I don't use credit cards (my Kohl's charge purchases were $234.82 for a 12 month period) and had only used it for the discount. I had shopped at Kohl's quiet frequently just not using a credit card.

Yesterday however, I got a paperless reminder that my bill was late. I had charged $96.86 to the card and would have paid it in full, however now the bill is $121.86. I went directly to the store and again reluctantly paid the bill with the late fee. I have cancelled my charge card and will never shop in that store again. The customer service representative that I spoke to did not even apologize. This is not a store that I will be doing business with in the future.

If KOHL'S wants to know why their sites aren't very busy anymore, or why they are having to close stores due to lower revenue, just look at your pricing, availability, lack of staff in stores, and your jacked-up shooter department. WHAT HAPPENED TO THE KOHL’S THAT MY FRIENDS AND I COULD AFFORD, AND LOVED TO SHOP AT!? Looked at makeup, and I'm sorry, I cannot afford $24 for a mascara. WTF, KOHL'S!?!

Being an employee of kohl’s, I see how you are being taken advantage of, overworked and underpaid, keeping all employees at 26 hours a week and under to avoid paying insurance/ benefits. I am ashamed and embarrassed to work for a company that really does not care for the well being of its employees. Shame on you kohl’s, shame!!

Kathy calls credit department and they want me to walk completely to the back of store. If they took the application there they should be able to cancel the application there. I left. Now I'm getting emails up the yazoo. I've called the number on their email, wrong number, call Marcus, now he's no help gives a number. I'm not stupid. I'm not giving my personal information to a person I don't know and doesn't care. Lucrene was her name, now I'm upset, all she cares about is me being calm. So that how Kohl's treats handicapped people. Oh Marcus wants to sell those shoes to me at half the sale price, I told him where he could stick those size 13, in the nicest way possible no vulgar words. Don't shop at Kohl's and when they go out of business don't hire their rotten employees. Just one man opinion.

First, the computer generated a response saying my Kohl's Cash number was invalid. I called the customer service number suggested and they took about 25 minutes fiddling around until they claimed they discovered the problem - they said it looked like that Kohl's Cash number had already been spent. What?! I told her I had not spent any of it. She told me to go back to my local Kohl's store to solve the problem. I was appalled! I still can't believe she couldn't help me over the phone for something I earned fair and square! I then tried appealing to their feedback/fix problems offers online, but they told me they couldn't help either. I'm not falling for the Kohl's Cash scam again. I'll go to a store where, if offered a discount, it's legitimate.

My first call to Kohls was very brief and, what I thought, very successful. They saw the 3 accounts, said they would delete 2 and everything should be fine, "please give the process 48 hours to correct itself" were the parting words of the representative. 2 days later I attempted to access my account and received the same error message - to call customer service. I contacted customer service. A polite gentleman with a Spanish accent told after a 20 min wait that there was a problem with the rewards online service and that is why I could not access my account and that I should try back later in the day.

Several days and several attempts later, still no access which prompted my next call to customer service. This time I was on hold for almost an hour before a woman with a Spanish accent answered. I explained everything that had occurred. That I had signed up that I couldn't access my account online and that I hadn't received a rewards card. She attempted to help by asking for all the ID Codes from all of my receipts so that she could add them to my account. This was fine, however, I want to be able to access my account via the Kohl's app. After an intense conversation with her I asked to speak to a supervisor. At this point I had been on the phone for an hour and 40 minutes.

When the supervisor came on the phone she too had a thick Spanish accent. After explaining again what I was trying to call product, she said that I send an email to IT support and love that they would be able to help me. At this point my reluctance to send an email into the abyss and wait for a response was not going to happen. Seeing that I was getting nowhere, I asked to speak to someone who was in the United States. My call was finally directed to kohls.com. I now began explaining to the third person what my situation was. She explained to me that she could see my points, she suggested that I clear my cookies and cache on my computer that would allow me to access my rewards account. While she was on the line I did this and still could not access my account. After 2 hours and 30 minutes I had received no answers and no solutions to my problem. It was at this time several days later that I chose to send an email to customer support and kohls rewards.com.

On December 10th 2014, I sent an email to customer service and kohls rewards. Kohls initial response was the offering of a ten percent discount for my troubles but no solution to my problem. In my response to their email I attached screenshots of the error messages I was receiving from their website. Within 48 hours I received another message back stating that they were looking into the problem and that they would get back to me within 48 hours. Four days later I sent an email back to kohls customer service stating that they have still not resolved my current issue. Again I received a response this time stating that they could see that these three accounts still existed that they needed to delete two of the accounts and that they would let me know when this has been completed. Two weeks went by. After not receiving a return email I responded to the string asking for a status update.

On December 30th 2014 I again emailed customer service for a status update. The response was that they were aware of the extra accounts and that they had elevated my problem to technical support and someone should be contacting me when the problem was resolved. On January 6th 2015 I responded to the email string to see that the problem was still not resolved and that I have not be contacted by anyone regarding this problem. Kohls customer service response was to ask for my rewards number, which had now been supplied to them on numerous occasions, and the receipt ID numbers so that they could add my rewards points to my card. It was clear that no one was reading the email string so they could see what was going on.

As of today, January 17th 2015, this problem is not resolved. Every communication with customer service at Kohls is more confusing as they are not reading the email string to understand the problem. By reviewing signatures on the emails from kohls it is apparent these emails are going to a location and or to a part of the kohls Corporation that is ill equipped to handle customer service. At this time my frustration is beyond repair. I have asked kohls to close both my charge and my rewards card as they are unable to correct a problem that their phone created. I have also chosen to print out the email correspondences I have had over the past 2 months and mail it to Kohl's corporate offices. And kohls website does not provide a number to speak to anyone directly Kohl's corporate office regarding complaints.

So I hit the place order and the order went through this was in the wee hours of the night. Little did I realize at the time that the Kohl’s cash promo had expired within the time I decided to order the brewer. I am Eastern Standard Time. When I received my email confirmation I noticed nothing about Kohl’s cash, so I called. I was told I had not ordered during the Kohl’s cash promotion. I sent email after email and finally did get a reply from someone that stated he would as a one time courtesy give me a $10.00 credit & free shipping on my next order from Kohls.com. I would have to place the order then send the email I had received to them to be refunded the shipping & the $10.00.

I am afraid to do that, I doubt I would ever get anything from them as you will understand why as I continue. I did all the required paperwork for the rebate and mailed it in (on time) it was received on 11/21/2014 and I have an email that states that, I did get a confirmation email from the rebate, which stated a rebate tracking # and I checked it several times, it stated in process. The last time I checked around Jan. 8 or so it was stating VALID but still saying in process. I did an online chat with a rep. & was told that the rebate was on the way and should be received within a few days.

HE lied to me. Today January 16, 2015, I received an email from Kohls.com stating that my rebate has been received that it was processed paperless and I was given a new tracking number? What? I went to the rebate tracking site and my original number NO longer exists, so I entered the new # that was sent today & it states processed paperless on Jan. 16, 2015. I never processed my rebate paperless. It was sent via US Postal Service and was received back in Nov. 2014. I sent in my original packing slip & the UPC code from the box, all was VALID.

I don't know what Kohls.com is trying to pull but I am very upset and angry. The man actually lied to me. I doubt I will ever get the rebate and I lost out on the Kohl’s cash. If they think they are doing me a favor by offering me free shipping & $10.00 off my next order they are wrong. I was desperate just before Christmas & needed to get some gifts to my best friend in VA. I am in NY. I am home bound & have to do all shopping & shipping online.

Kohls.com had free shipping with NO minimum or it may have been very little minimum order, so stupid as I am I checked out Kohls.com and found the perfect items to send. I paid NO shipping and placed the order as a gift order and had it sent directly to my friend's address, billed to me of course. I have done this many times on several sites-never a problem. I checked everything over & all was good so I placed the order. This is unbelievable, I get an email confirmation and the shipping address is MINE!

It was too late to contact CS so I had to wait until morning. I was lucky that I had saved the page where I placed that order it showed the shipping address was to be VA not mine in NY. When I contacted CS I was told it was too late it was already processed, nothing could be done. I could place another order and they would ship it at no charge to my friend in Virginia. I could then return the items when I received them to the Kohl’s store. There is NO Kohl’s store near me and I don't go to the stores if there were. The nearest Kohl’s store is in Vermont, which consists of a ferry ride (cost RT $40.00) and a long ride. The only time I go to VT is for Doctor appointments and I don't really feel like shopping by the time I have been put through the wringer as I put it. I am a nervous wreck and have anxiety.

I finally spoke to someone higher up that understood my situation after I broke down on the phone & she did some thing to have the order tracked and routed to Virginia where it was suppose to go in the first place. I doubted it would actually happen but the order did get to my friend. My point is I went through undue stress and more anxiety than I should have due to Kohls.com's incompetence. So I lost out on the Kohl’s cash and believe my rebate too!

This has really been a BAD experience. I am afraid to ever try to use the supposedly courtesy free shipping & the $ credit as they expect me to trust them to credit me AFTER I place the order after they have LIED to me point blank. I won't be a fool again. I am ill but not stupid. I am submitting the photo I had taken of confirmation on the order to my friend that clearly shows order being shipped to Virginia not ME in NY. I won't send a receipt for the brewer, as I don't trust this site or any one. At this point I am out to let everyone know about Kohls.com. I have several people already online speaking about my experience. I may be one person but one person can turn into 100 then 1000, 10,000, etc. FYI: The prices on sale are the same as regular priced at other stores online, they jack up the prices then mark them down so people think they are getting a bargain.

About two weeks prior to this, I had placed an order but noticed 10 minutes later that I had ordered the wrong size. I called immediately and asked that the size be changed. I was told that was impossible, but I could cancel the order. I said to go ahead and cancel. The order was sent anyway and I was charged. There was no way I was going to be able to recoup my loss because I had used Kohl's cash for the item. I ended up putting the item in the Goodwill bag. I am finished ordering from Kohls.com.

So I called corporate and waited 10 min on hold to get a operator, cold attitude and snotty remark that it's corporate policy and nothing else I can do about it and she hangs up. I have never been so rudely treated. As of now I will not set foot into a Kohl's. I have my store credit and I will keep it as it says never expire and the receipt says I should be able to get a refund or exchange without hassle. What a lie. If no receipt, no problem they can look it up. And even exchange or merchandise credit. Well maybe that needs to be clarified. My gift was paid for by cash.

I am appalled. So maybe I'll use my 6.05 credit someday. But to think my exchange gift was knocked down from $28.00 or 20 something to 6 bucks. Kinda pathetic. And the purchaser took time out to get me what I wanted. I thank you for your time and hope in the future non receipt policy changes. I know purchases can be seen after the holiday is over. Have a nice day.

At that I point, I lost my patience and asked to speak with a supervisor. She told me she would be transferring me to a supervisor. I waited on hold with music for about 15 minutes...the phone rang and a message came on asking if I wanted to ring back to get someone on the line-I did and got someone's voicemail and the only options were to leave one or hang up. I called back again, and 14 minutes later-now at 7:22 PM on 1/11/15 I am still waiting to speak to a supervisor about this issue to have it resolved only 5 phone calls later with no resolution. Very poor customer service and thousands of dollars spent by my family on my gift registry.

When I called to re-order, Abracadabrah. Now the set's price has been magically transformed to 439.99!!! What did they suddenly merge and become HORCHOW for Lordsake! Now the girl in Customer Service says not to worry she will honor the original price and so she orders my comforter set again at the original price. Does it arrive??? NO it does not! Instead my son informs me he only got a pillow sham.

I call back and asked for a supervisor who informs me the whole ad has been modified INCLUDING the page dated 12/12 AND that now the "SYSTEM" says only the SHAM goes for the price I paid and the set goes for 439.99 which I would have to pay. Who in their right mind orders a child's comforter set for 439.99?This is company is a joke and if all they do is cheat and lie to their customers. I intended to make it my mission to tell every customer that comes in the shop how horrible Kohl's really is and that they can expect NO CUSTOMER SERVICE from them. DO NOT BUY IF YOU WISH TO RECEIVE ANY.

While I realize it is not Kohl's fault regarding the address problem, I feel the handling of this has been horrible. To top it off 1 of the items I ordered the same day was 'cancelled' with no explanation. The customer service rep did reorder this item which was sent UPS and was received with no problem. Today was the frosting on the cake. I had opened a Kohl's charge card and I get a letter in the mail telling me that a statement was sent to my email but returned undeliverable; funny the email address is correct. However, I did change it just to be safe. Completely disgusted with Kohl's; I have never really shopped there and now I know why. I will probably not close my credit card as I don't want to lower my score. However, I'm done with Kohl's. I will add Kohl's to my ban along with Walmart.

I received a shirt as a Christmas Gift from my sister. It was a great shirt, I loved it, but it was the wrong size. I need a LARGE, I received a MEDIUM. I went back to the store to exchange the shirt for the same shirt but correct size. I found the item I needed and stood in line at the register to make the swap. The lady at the register informed me that she couldn't make the swap because the shirt I am returning costs $4 more than the one I am exchanging it for. The exchange has to be for an item of the same exact value. This is clearly printed on the back of the receipt. Wait a second... The shirt I want is $4 cheaper than the shirt I am returning. "Keep the difference," I said. No go! I was told I could go to customer service and get a refund (store credit) and then buy the shirt I wanted, but the cashier could not help me with this. Off I go to Customer Service and take my place in line.

Customer Service checked and found that my sister bought the shirt on sale and she used a coupon. I was due a store credit of $12.83 for a shirt that was priced $48! No one would budge, the party line was upheld by all involved, lots of time was spent standing in line and arguing about something ridiculous, and I left with a store credit of $12.83 ... all because the shirt of the correct size was $4 cheaper than the shirt I had.

I was now angry and feeling ripped off, so I began to suspect fraud. So, on my way out of the store, I passed by the shirt rack to see what the price might be on the same shirt I had in the same size I had. Guess what! That one was $4 cheaper as well! I would not be allowed to exchange the shirt I had for the same exact one! I'm not the type to believe the worst of people or companies, but this situation has baffled me. I now believe that the prices were intentionally changed after the holiday to maximize Kohl's profits.

I called the 800 number on the receipt -- something I NEVER do -- and I spoke to a very nice woman who looked into the matter for me. After much talk, and being "on hold" numerous times, she will be sending me a $25 gift card for my trouble. Let's see .... $12.83 + $25.00 = $37.83 I need $44 to buy that shirt! I am done with Kohl's!

Again, I called customer service and reached a call center in other country, with much background noise so it was hard to hear the rep. I told the rep my story, that I had received an entirely different order but the box list my items. He asked my for the sku nos. of the items missing. By this time, I had printed out my order from the website & tracking nos. so I was able to give him the nos. of what was missing. While he was taking down the items, I asked if he could send someone to pick up the package that was delivered in error. He said I can return it to a store. I explained that the package was more the 20 lbs and it would be difficult for me to drag this into a store so I would prefer to ship. He said I could ship it if I want to. I asked if Kohl's would pay shipping. He said no, I would have to pay shipping. I explain it was Kohls' error. He didn't care.

When he completed taking the sku nos. for the missing items, he ask for the nos. for the item received in error. There were numerous items and I told I should not have to go through this box. He did not respond. Because he was listing the items not received, I asked if he was going to re-ship. He said no, it would be investigated and I will hear something in 2 to 3 weeks! I told him that would go into January and these were Christmas gifts and Christmas is on Dec 25th! He just said "sorry." I told him that this is unacceptable, this was Kohl's error and I wanted to speak to a supervisor. He said "why, she'll just tell you the same thing" Now I am livid. After ranting some more he said he would get a supervisor and put me on hold. After waiting 10 to 15 minutes, I hung up.

The next day, "Alana" left a message on my cell saying she wants to resolve this issue. I called the number on my phone. Another foreign call center and they did not know any "Alana." I called my locale store where I was always treated well. Almost in tears, I told the woman in customer service of my situation, the treatment I received from the call center and could she help me. She told me the stores are not affiliated with the Kohls.com and she could not help me. She did speak with her manager and gave me another number to call. I called this number and was connect with another rep. I told her I wanted to talk to a supervisor. She asked if she could help. I told her my situation and she got her supervisor. I explained to the supervisor what had happened, the rude treatment I received from the 3rd call center, how the missing items are Christmas gifts and I wanted to return the incorrect items but I had to pay for shipping. He apologized and told me for all of my aggravation, keep the incorrect items - donate them and he will put the rep back on to reorder the missing items.

He said he will arrange for priority shipping at no extra cost, so I will have by the 22nd. He said they will have to charge my account again but explained in detail how the investigation process will work and in a few weeks my account will be credited for the missing items. He even said he was going to contact the other call center and discuss their poor treatment of Kohl's customer. He and the rep were very understanding and very compassionate. I received the reordered items on the 20th. With my son's help, I had donated the incorrect items to the Salvation Army on the 29th.

Thinking this was resolved, with a renewed faith in Kohl's, imagine my surprise when I received a email from a Michelle ** requesting the sku nos. from the incorrect delivery. She stated after I supply those nos, they will investigate and let me know how they will "resolve" this issue. I responded to her telling her I was working with someone else. Then proceeded to call the number to contact the supervisor who told me to donate the items. As you can guess, I got another call center. I explained what is now happening and I need to speak with this supervisor. She said she does not know who he is and she has no way of contacting him. That I have to supply the nos. of the incorrect items. I told her I was told to keep the items or donate them and the 3rd call center told me I would have to pay for shipping to get the items returned. She told me Kohl's picks up orders delivered incorrectly based on the dollar value of the items. Why couldn't the 3rd rep tell me this?

I called the corporate office, got the company operator who located the call center where the supervisor who told me to keep the items works. I actually was able to leave a message on his voicemail but he has not returned my call. Yesterday I receive an email stating my account would be credited for the missing items. On the same day, I received a email asking for the sku nos. of the incorrect items and instructions on how to return. My head is spinning! I replied by explaining the whole situation again! I don't know what to do at this point. I don't want to ruin my credit by refusing to pay for the missing items so I believe I am out couple of hundred dollar that went right into Kohl's pocket. I will be looking into reporting this to every consumer agency available.

When I approached the cashier and told him I had a return, he told me that returns are done at the back of the store and then he pointed to a sign that was hanging from the ceiling, about 10 feet high or so. I was shocked because when I walked in the store, it never dawned on me to look up at the ceiling to see if there was a sign hanging informing me and others to go to the back of the store for returns. I was extremely upset, but I preceded to go to the back of the store for my return, only to find the line was twice as long as the one I had already waited in for 45 minutes. I asked to speak to the manager on duty and was directed to **. ** was not very nice when I tried to explain to her what had happened. She told me there was nothing she could do for me and that I just needed to stand in line. I told her that there needed to be a sign at eye level when entering the store so there would be no confusion when returning purchased items. She then told me in a very rude manner (her demeanor sucked!), "I can't do anything about that, I can pass it on to the corporate office and maybe they can do something about it."

At that point she had a scour on her face and said, "What do you want me to do?" I asked her for the number to the corporate office and she told me she would give it to me. She went behind a closed door and came back with the number. I then asked her for her name and she gave it to me. I asked her for her last name initial only, because I know it could be a potential privacy issue (revealing ones full name). She then very rudely told me that she was not going to give it to me because she didn't have to and her name badge says "**" and that's all that I needed. I told her she should be ashamed of herself because her attitude sucked and where were her customer service skills. I also told her that she needed to practice better customer service skills. I then asked her why she was being so rude to me, I said to her, "Is it because of the color of my skin? Is it because I am an African American woman?" What was her problem! She paused for a minute and looked at me as if I were crazy and said, "No!"

She said no but in my opinion, I truly wonder what her motive was and was she treating me this way because of my dark skin. She then told me I have nothing further to say to you and I am walking away! She abruptly walked away and went behind closed doors. I have never been treated this way when trying to return something and nor has anyone made me feel uncomfortable in my own skin. She made me feel unwelcomed in your store, and in fact I was humiliated when she refused to talk further with me and walked away. I will never shop at your store again and I am planning on letting everyone possible know that Kohl's employees are mistreating customers especially those of color.

Without customers, Kohl's would not exist. And by the way, I went to another Kohl's (Temecula) and returned my purchase and they had signs as you walk in the door at eye level, where they should be. If you don't address the issue of your employees practicing proper customer service skills and treating everyone equal, regardless of the color of their skin, then shame on you Kohl’s. I plan to tell everyone my story, so that no one is left to feel the way that ** made me feel.

I called them back today 23rd and this other representative told me, "I will open a different case so a team can track your package." How many cases will they open to find a solution to my case. I didn't contact them directly, I first opened a case with FedEx then I called Kohl's. I used Kohl's Cash on my order and I paid almost $31 with my Kohl's charge. It's not a lot but I thought they will give me some solutions. I am giving up on this case. Honestly this is a horrible experience. I am not planning on shopping again on their website. I think I will rather go to the store or somewhere else.

As the other cashier was trying to remove the security device the phone rings, the cashier seem a little annoyed with the questions on the other end of the phone, which made me pay attention to the conversation. She responded to the caller "I don't know, I just got here" then she proceeded to ask me "Are you buying this". I responded “yes why, that's why I'm standing here waiting for you” and I asked her “why is the person on the other end of the phone asking you if I'm buying this item and who is that asking you questions about what I'm doing.” She relayed my response to the caller and hung up the phone. The cashier was very uncomfortable with answering the person on the other end questions as well as my questions. As annoyed as I was, I continue with my purchase but asked for the assistant store manager, Nicole ** . I advised Nicole what had transpired and asked her if she could find out who called the cashier and why these questions was being asked. Nicole spoke with the cashier and proceeded to call the person who called, which was security. I asked Nicole, why would security be calling the cashier about what I was doing? Was he going to come help with removing the security tag from the item?

At this point I asked to speak with security which, she claim they don't interact with customers and he would have to speak with his boss to see if he was able to come speak with me. I waited about 15 minutes before she came back to me to advise that he was still on the phone with his boss. Another 10 minutes pass & Nicole return to tell me security wasn't able to get in touch with his boss, therefore he wasn't able to speak with me. I was confused because 15 minutes ago, she advised that he was on the phone with his boss. I could see that games was being played, so I proceeded to call the local police department to file a complaint. The police arrived & after speaking with me and the assistant store manager Nicole, the officer understood why I was upset as he said he would be also. Not only was I upset, frustrated, confused, embarrassed....I was HUMILIATED for being racial profiled. Did security assume I was shoplifting? But why....I was at the cash register. Isn't that's where you make purchases? What did I do to be targeted? At what point did security start to watch what I was doing & why did security handle the situation like that.

Needless to say, I contacted the corporate office first thing Monday morning. I left a message and Colleen from the office of the president returned my call. Colleen heard my complaint & did absolutely nothing to make me feel like a valued customer. She made excuses for what was done, she advised me that all she could do is to relay the message to the district manager. Colleen not once apologize for my experience until I mentioned it to her that she didn't extend an apology. She was very condescending and made it very obvious that my complaint wasn't important. Even after I advised her that I would return all my purchases and close my Kohl's charge account, she just said ok, I can do that for you. Never once offering me to give Kohl's another opportunity to make this experience a better one. She was ok in losing a client. Yes, I may be just one little customer to her, but as I have in the past rant and rave how much I loved Kohl's, I can rant and rave about my bad experience that left a very bad taste in my mouth to all my friends and family.

All I want is an explanation from security on why I was questioned for making a purchase? Colleen told me that I was privy to that information and she was unable to give me the district manager or the president of the company information. I hung up the phone with Colleen feeling worst than I did before. I expected more from someone that stands in the front line representing Kohl's. If customers are mistreated or feel that they can't express their concerns with the executive office without receiving an apology, Kohl's will lose many customers. Customers want to feel valued & appreciated for shopping and spending hard earned money at their store, not made to feel like a number & so what if you don't ever come back. One bad experience can go a long way. It's very unfortunate that Colleen didn't represent the company in a professional matter, hopefully this letter will reach the ears of someone at Kohl's that values their customers.

When I had issues with Best Buy during Black Friday, I sworn to never use them and haven't. Might as well rip my KOHL’S card into pieces and leave the bill to collections. I guess now my shipment is in exception status, which means more than likely damaged. So I can’t even cancel and get a refund on that order at all since it’s been "shipped". I have to wait for the package to be "tracked" and it's been days and Christmas is around the corner. WTH KOHL’S. So to end this, the rep I spoke with said I had to make a claim, which I already did, so the rep was not doing her job to know that already. Then I was told many times that a refund will take up to 7 days, now my last conversation now told me it will take anywhere between 14-30 days. PFFT. Thanks for ruining my Christmas.

As a consumer there are 2 rules I go by: Rule 1.) Go above and beyond to create customer satisfaction so we can tell our friends about how awesome you are working with your consumers. Rule 2.) Do not mess with my money as I am a single Mom and have a budget I have to live on. I will not recommend Kohl's to any of my friends or family and will let them all know about my experience. This is ridiculous. I did not get asked to keep my card open and get to a level up. I am so mad I hope that man's wife tells him "NO" every day for the rest of his life. Kohl's charge is not worth it so don't do it!

Then she said they would refund my money, but then she noticed they had requested a refund on the 9th but it was for $78, not the $119.97 I spent. I told her that's not fair because none of this was my fault and I asked for a supervisor numerous times and she kept putting me on hold and then coming back with a new alternative like more Kohl's cash but I couldn't use it until December 25. I told her I don't care what she has to do but I want a supervisor now. A supervisor finally got on the phone and I had to explain to her again the problem. By this time, I am crying because I saved money throughout the entire year to get my kids something nice and now they don't have them. The supervisor proceeds to look through all of the account and even tells me she doesn't know why they only refunded me $78 and not the right amount and why they charged my card again. She said she would put in another request for the difference in the refund amount but it would take another 7 days.

In the meantime, I have had to order 3 more jerseys without a refund and I am still waiting for the refund and jerseys. I think Kohl's really needs to change how they handle mistakes on their part and take responsibility for them. I understand that there are people out there who try to beat the system but when you can clearly see that I didn't get my correct items, then it should have been handled the first day I called. And when they tried to order more jerseys and tried to charge my card again and it was declined, a courtesy call should have been made. Families don't have money just to throw away because of a huge corporation can't put the right stuff in the box.

I email customer service about the problem and they reply the next day they are refunding me for an item I did receive and was also the cheapest item I ordered! I call Kohl's customer service at this point and the girl was very nice and understood the problem. She offered to refund the correct item, which great, again, it was for Christmas so I'm out another present. But, then she informs me that there is a reordering FEE. So I order an item, they screw up and don't send it and if I call to ask to have the actual item I wanted shipped, I have to pay to have it shipped like it should have in the first place!!! Are you kidding me Kohl's!!! I worked customer service for 5 years in retail and this is absurd! I WILL NOT BE SHOPPING KOHL'S ONLINE EVER AGAIN! You are not making it easy for the customer to do business with you!!!

So here is my main complaint. I got the delivery with the extra toy. I returned the extra item and was told by the person at the register that I had been refunded the money on my card right then. So I assumed the money was available. I went to another store and made another purchase. Checked my bank account the following day and discovered that I had not actually been refunded for my returned item and that my bank account was now overdrawn. It is overdrawn because I spent money thinking I had been credited a certain amount by Kohl’s.

So I called the store I had made the return at and spoke to the manager. I don't think I could have spoken to a person who cared less. I explained what happened and she told me that it takes 24 hours for credits to appear so it wasn't Kohl's responsibility. I said “When an employee tells you that money is now returned to you and is available on your card, it absolutely is your responsibility.” To which she said, "Well, I guess, but I don't know why she told you that, so there is nothing that I can do." I don't know what the record is for shortest held Kohl's account, but I am canceling my account right now after having it for a grand total of eleven days. Thanks, Kohl’s! The overdraft charge I am likely going to have to pay now is going to cost me more than the toy I returned.

I called back the next day and was told by a different kohl’s worker, "To be honest with you, we will probably credit your account." I told him that would NOT be acceptable since I cannot get the mixer for that price anywhere now that the Black Friday deals are over. I asked to speak to his manager. I was then explaining this to the manager, Alex, who told me the mixer was lost and he would make a deal with me. He would credit my account the $210.00. Then he would sell the mixer to me for $173.00. I explained that was $13.00 more than the price I was promised. He explained he couldn't get it lower and it was better than waiting for a rebate. I told him I don't mind waiting for a rebate. I explained that I don't have enough money in my bank account to have him take out $173.00 without him making sure the $210 was credited to my account first. He told me to call back when I had enough money in my account and then I could get the $173 deal.

At this point, I decided I would do without the mixer and NEVER shop at Kohl’s again. He apologized that I wouldn't be getting the mixer. He acknowledged it was a great deal. He said he got one for his mom for Christmas. I expressed how happy I was that hers didn't get lost in the mail.

When he got him I printed a copy of the Kohl’s cash showing that it was good. He took the copy I printed to the store and they would only credit him $30.00 of it even though the total was way over $45.00. They tried telling him it was because of the 25% off discount he received which makes absolutely no sense. Kohl’s cash is supposed to be taken off last and as I said before his total was over the $45.00 Kohl’s cash amount. I will be contacting the better business bureau and I will go back to JCPenney for my clothes from now on even though it's further away.

The associate didn't offer any other options. It was take the $19.99 or keep the gift. So I kept the gift that I don't need. I will never shop at Kohl's again. Upon hearing of what happened, my mother also felt it was poor policy, and has decided to close her account. If Kohl's realized how negatively their return policies are affecting their return business, surely they would change them. Although, after reading all of the other complaints, I think they just don't care.

I asked her if perhaps I should call corporate office. She went on to say 'go ahead'. I called corporate office (the young lady was wonderful and professional) and without hesitation gave me an 'incident number' to be used at the store next time I made a purchase, and the store would then have to honor the $30 Kohl's Cash. The very next day, I went back to the store to use the Kohl's Cash. (I went straight to customer service so that I wouldn't hold up the line at the checkout register). The young lady at the desk called the store manager who directed her to tell me to go to the front register and tell them that Nancy ** had approved it. At the front register, again, a different girl had to call the store manager to 'verify' that it was true. Really?!?

The store manager never bothered to simply use the incident # I was given and proceeded to tell the girl at the cash register to let me know that they would never take Kohl's Cash late again. What?! I told the girl, "I know. That is the reason I had to call corporate office.” The girl proceeded to tell me: “No, she means she will not take late Kohl's Cash again.” I find it interesting that the store manager never bothered to come out and I had to jump hoops at her store to get the transaction completed. I think she should know that taking Kohl's cash late or not, it's not up to her. Horrible customer service. You lost me as a customer.

I wish my Husband could have come, but he needed to stay home with our youngest special needs daughter. But I did not want to miss out on the fabulous deals at Kohl's. My shopping list was not large. I was looking for the Instyler, got it! I wanted some clothes for my girls, got them! I wanted some candles, got them! I wanted some of the soft blankets, got them! And last on my list was a Hoover vacuum, did not get. You see the store had no carts available to put things in. I did have a bag and with the above items it was full as were my daughter's arms. I saw the vacuum's display, but had no way of carrying it to the front. I looked for an associate to help, and when I found one I was told they would send someone over. No one showed after 30 minutes.

I took my items that I was able to carry to the front. I waited for my turn to check out. The lines were not that long and the cashier was friendly, but when I asked about assistance with the vacuum, I received a deer in headlights look. Since MS only allows me so much energy, I just paid for my items with my Kohl's charge and left. I told myself that I would return the following day with my Husband, so I could utilize his energy. When I returned the next day, it was after 1pm. I found 1 last Hoover vacuum. My husband carried it up front for me and I asked the cashier if there was any way for Kohl's to still honor the Black Friday sale. I was aware it ended earlier, but with the circumstances and since it was the same day I was hopeful. The cashier called the Manager.

I do not know the Manager's name, because he did not come over to the register to speak with me, he just replied over the radio, no. He stated that he honored the deals for a couple of hours after 1pm but would not do it again. So I paid for my items that I did have with Kohl's charge and left. I understand that there has to be rules. But, with the circumstances I must say I was disappointed. I was disappointed that the Manager never came to the register to speak with me and I was disappointed with his response. Why would it be OK to allow others after 1pm to use the Black Friday deals, but on the same day not me? I went to Home Depot this morning and purchased a similar vacuum at a similar sale price.

The point of this story is to let Kohl's know that they lost a sale to a long time, loyal customer and they lost the interest, since I would have charged it to my Kohl's charge. I will still shop at Kohl's, but maybe with less loyalty as before and I will not forget this experience, as it has left a lasting impression with me. I am a stay at home mom on Disability and my voice is only one, but I will let anyone I know about this awful experience at Kohl's. And my disappointment with them helping a disabled person.

When I got home and pulled up my purchase on the Kohl's website, I saw exactly what the transaction was. She had taken back $70.00 of $140.00 Kohl's cash. I understand if I purchase one item and applied Kohl's cash that is not refunded. But since I had purchased 2 item and Kohl's cash was applied to the total order plus the fact I was sent a defective vacuum, I thought it was unreasonable for Kohl's to take away the $70.00 of my Kohl's cash. Had I placed 2 separate orders and applied the entire amount of Kohl's cash and paid full price for the second item and then returned the one I paid full price, I would have able to keep the cash. I called the customer service number and was told no I was not entitled to the entire amount because I returned one of the items. I feel this is poor customer service to take away cash that should have been applicable to the 1 item I kept. I feel that I am being punished because I was sent a defective vacuum and Kohl's was not willing to make it good. I have been a very faithful customer of Kohl's but not very eager to continue to purchase from them again and all over $70.00.

My opinion of Kohl's has always been very good but now my opinion has changed. So in addition to losing the $70.00, I had to purchase another vacuum. I did get a 20% discount but no Kohl's cash to apply so I lost more than $70.00 by the time it was all said and done. I did received $120.00 in Kohl's cash for my replacement order, which I will not be using most likely because I will most likely not be dealing with Kohl's again.

I asked to speak to a supervisor and was put on hold again. The same agent came back on and said he spoke to the supervisor and that it was the higher price! I informed him this was false advertisement and I wanted the supervisor. He put me in hold for 20 minutes until the phone system came on with a message that to re-ring your party press 2, which I did and was sent into a voice mail so I hung up which is exactly what he wanted me to do! Kohl's has the worst customer service!

The next day I received a generic response advising me to contact customer service at the 1-888 number!!! I was so angry, I again messaged Kohls.com and told them that if they had read my first message it would be understood that I had already contacted customer service via the 800#. I did end up calling, and finally was advised that a "case" would be opened on my "missing" item, which I insisted it be noted was NOT missing, as it was back at the fulfillment center as of 11/6/2014. That statement was ignored. The next day, I did receive an email stating that a refund for my order would be credited to my account within the next ten business days. What an absolute scam and what absolutely LOUSY customer service. I am basically going to be charged a month's worth of interest on an item that I never received, as well as pay shipping charges for an item that I never received. I am going to wait till my statement arrives and then protest the interest charges, and see what sort of resolution I can get. I also plan to shred my card. I will not be shopping at Kohls any longer due to this incident. In this day and age, customer service trumps and I will take my business elsewhere.

The second Kohl's/ LaserShip incident happened when I checked on another Kohl's order that I was waiting to get shipping info. on. The Kohl's site gave a tracking number but it failed to get me any information. So I "chatted" with an online Kohl's rep. who told me that LaserShip had failed to pick up the package to deliver it to me! that I would need to reorder the items- meanwhile I have been charged for the items on my Kohl's card. She said they would credit my account for the order that did not get delivered in 7 to 10 business days. She did give me a claim number for my records. Now that I have read all of the reviews here on this site I am worried that I will have to fight to get the money refunded for the order that never came.

Most online companies do not charge you until they actually ship out the items. I decided to call Kohl's CS. After waiting a while, I spoke with a CS rep who said she could send me a new order and ship it via Priority Air- but she said she did not know if LaserShip did the final delivery for that type of delivery mode. She gave me a credit for the cost of the Priority Air shipping and the discounts I had with the first order. I am waiting now for the information on the order to show up on the website. After reading the postings here I am worried that I have made a bad situation worse by placing a second order without getting the credit for the other "undeliverable" order. I am also shocked at the laissez faire attitude of the delivery company. They have lied on delivery reports and said that an order delivery was attempted and they never showed- we were home the whole time-The next day, the LaserShip person came with the package and acted like it was going to kill her to get the 1lb box out of a minivan!

The first Rep/Supervisor was able to see the mess, make notes, and told me to just keep the other carry-on for the trouble and because I live 2 hours from the nearest Kohls (especially because we live in a tourist destination, traffic is very bad on our 4 lane only road in and out of the area). And I'M NOT driving 4 hours roundtrip to return a mistake made by Kohls. So with that said, the situation I believed, was handled. So we put the luggage up in the attic and threw out the box. However, after several days, no refund for the new replacement was put on my credit card, meaning I was paying for a Bisque carry-on that I didn't order or even want. My frustration grew as I had to place the phone call. This time I had to go through the whole explanation yet again, but after some digging, that representative told me she would sort out the mess and came back on the line with a solution of refunding the entire original order. I was shocked to say the least and communicated my appreciation for sorting out the mess and for the refund, even asking if she was sure and it was okay. Once again, I would encourage you to listen to the phone call.

However, not 3 hours later I received an email stating there would be no refund and that everything must be returned to receive the refund. So now, after having spent well over an hour on phone calls, wasting my minutes, and all the stress and frustration, I had to call back again. Now I was very unhappy to say the least. I got a representative by the name of James, REP# ** , who really rubbed me the wrong way. He made me feel as if I was up to something. Ooh, now if that's a way to lose customers, he certainly did it. He was callous, not understanding or empathetic to say the least, condescending, and accusatory...certainly not apologetic, the way he should have been given the situation. I told him to look through my account and see that I am a loyal customer, placing constant orders, and always paying my bills on time, etc. The only other time I have had issues with the shipping department was when they kept shipping me broken soap pumps, which my husband and I thought was ridiculous then. He told me to stop using Kohls after that experience, but I have always been a fan of Kohls and spend thousands of dollars in all the departments.

James wouldn't even give me the option, just like all of the other reps, to have UPS or FED EX pick-up Kohl's mistaken carry-on that was sent to me, which is all I ever asked for from the day of my husband's birthday when he opened up a bisque present and not the hunter green carry-on he should have gotten in the first place. He told me I had 2 options, to drive a 4 hour roundtrip to a Kohls to take the carry-on back in order to get my money back, or to go and mail it and pay for the postage also. Can you believe that? I would encourage you to listen to the call, as you can see how angry and frustrated I become with that whole attitude and sheer lack of caring about Kohl's own actions and how they affected others. He took no responsibility for the error or offered any plausible solution. He gave me a corporate number after my requesting it. However, when I chose option 1, it sent me back to kohls.com customer service. Imagine how thrilled I was to be talking to another Rep explaining my situation all over again and getting the same corporate number. I pushed a random number on the corporate number options and started my explanation for 6+ times (with Supervisors after Reps explanations).

I was finally able to leave a message on the Executive Offices Customer Service line. I received a call back the next morning. While Kimberly, from the Executive Office, has been a lot better by giving me an option of a pick-up, I was told to go buy a box at a UPS store to ship the carry-on. Once again, requesting me to deal with more hassle. So after sending my husband back up into the attic where we put the Bisque Carry-on we were told to keep, he brought it down and found 1 of the boxes from the other suitcases we had set aside for Christmas, and emptied that so we could have a box to ship it back in. However, once again, I will be put out again by having to be around for the pick-up, as my husband was to get a ladder and climb up in the attic, all because of a Kohl's mistake.

So if all of that isn't bad enough, here is the kicker: I go to pull up a return form to enclose in the package, and I pull up the order on Kohl's.com under my account. SOMEONE HAS TAMPERED WITH THE ORDER FORM AND PUT BISQUE INSTEAD OF HUNTER GREEN ON THE ORDER!!!! I have the original email confirmation of the order and the packing slip all stating that what was shipped and what was ordered was Hunter Green. I received Bisque. I'd be more than happy to take a photo of it and myself, proving they sent the wrong carry-on, as the updated order on kohls.com shows. But I guess Kohl's will see that as they process the return, and hopefully won't mess that up too. The fact that this tampering happened and I have been treated like a felon assures me I am done using Kohls for my family's needs and wants. And yet to find this out after placing 3 more orders to Kohls over the last 2 days. I just can't believe it.

I believe those first Reps were either making promises they knew they couldn't keep to get positive customer service ratings, which I gave to both of them, or their actions were overturned because of poor research and arrogance...as seen in the very evidence in James' attitude. He also steered me away from contacting his supervisor and to just call the corporate line, I believe for fear for his mishandling of the situation. Furthermore, Kimberly hasn't offered to rectify the empty promises, and still was requiring me to do all of the legwork to get my own money back for a mistake Kohls made. She seems very nice and has at least offered the option of a pick-up to ship the (mistake) luggage back, offering only a refund on my card, after the return, while the charge sits on my Kohls card. She had stated this is what should have been done at the beginning, yet all the Reps and Supervisors would not allow that option. Yet, every other store I do business with does, especially when it is the stores' fault. Customer Service Reps should absolutely be trained to use this option when it is a mistake made by their own company. James actually told me this isn't a practice Kohls even does. Again, you can hear all of this in the quality control recorded calls.

Kimberly insisted on me emailing her department so she could deal with this email, and tried with great effort to steer me away from emailing higher up. I believe the situation will not be dealt with and swept under the carpet for fear of Reps mishandling of the situation. I would greatly encourage you to look deeper into the current customer service, shipping, and returns departments, as I am sure I am not alone in having a situation like this cover up and sweeping under the carpet, by employees and Managers in order to secure their jobs.

I will attach and am more than happy to forward you the emailed confirmation. I am also attaching the packing list and the updated order on my account at Kohls.com (the one that has been physically changed). THE OUTCOME: Nothing was done, I was expected to do deal with the handling of shipping back the luggage and was again out more time, airtime minutes on my cell phone, and more stress and frustration. I will never shop Kohl's again. They are clearly not accountable for their own actions and mistakes!!!!

Since they are doing this across the entire United States, that constitutes conspiracy to commit fraud and under interstate statutes becomes racketeering. I sincerely hope that every person who has been defrauded by Kohl's through deceptive trade practices will file with a consumer advocacy group, the US and their state Consumer Protection Agency, the Federal Trade Commission, the FBI, and join the Class Action Lawsuit, which can be done if they Google Kohl's False Advertising Class Action Suit and/or go to Big Class Action.com. The lawsuit is filed in San Francisco.

My email to the Kohl's VP of Customer Relations: "I have been trying with no avail to solve a problem with my first order with Kohls. As a first time Kohls customer, I have been greatly disturbed at what has transpired and at the complete ineptness of your company to remotely be able to fulfill a simple order, and then penalize the customer for it. I have called your customer service, and I use that term lightly, number and after numerous calls and an outrageous amount of time on the phone, thought I had finally received a satisfactory resolution, only to discover that the rest of your so-called customer service has refused to honor the agreement made with a supervisor.

I have since, on Monday and Wednesday of this week, called the direct line for your Director of Customer Relations, Mr. Aaron **, to set up a phone appointment with him today at 10:30 AM. I have left voice mail with Mr. ** to this fact and have asked him to give me a return phone call to confirm a phone appointment. I have not heard back from Mr. **. It is now 10:35, I have called Mr. ** at the appointed time of the requested phone appointment, and have gone to his voice mail. The blatant disregard, smugness, and lack of consumer response from this company is absolutely pathetic and unprofessional. Apparently you think you are untouchable due to your size and your arrogance and condescension with your clients. The people who keep you warm at night with a roof over your head, food in your stomachs, and all the amenities, are the ones you show absolute contempt for. As the old saying goes, pride comes before the fall.

Let me introduce myself. I am a retired Austin, Texas advertising, design, marketing, PR, and publishing executive. I am also a former college professor and dept head of the same industries. I have 30 years of advertising experience in local, state, national, and international advertising. I know advertising law. I know consumer fraud. I know bait and switch. I know how pertinent consumer information needs to be promptly displayed, and I know deceptive trade practices and how to recognize them. I am early retired due to multiple health problems, but I am no less capable to act and think than I was as the mover and shaker I was recognized as by my peers. I was included in 58 Who's Who by the time I was 50 years old, including but not limited to American Women, Texas Sesquicentennial, The South and Southwest, Women Executives, Marquis, and Cambridge England's Whos Who in the World.

I am the daughter of an aerospace engineer whom, before he was recruited into the oil production industry of Texas to bring aerospace quality control into the industry, was working on the landing module for the first Apollo Moon Walk, so I inherited more than a couple of brain cells to rub together. Because of what has transpired with my first, only, and last order and business with your company, I have now filed a formal complaint against your company with an agency that attends to such matters. But I am advising you now, that due to the manner of the offenses, which seem to be the standard operating mode of your company, I have discovered that you not only commit consumer fraud, bait and switch, mystery over charges, do not give full refunds, and use a discriminatory policy for those who must shop online as opposed to be able to shop in stores, the elderly and the disabled, and in my case, elderly AND disabled and penalize them for it AND the mistakes your employees make fulfilling orders.

I am advising you that in my anger, my outrage of your consumer rip-offs, your fraud, your malfeasance and ill-gotten gains, I am not stopping with filing a formal complaint with a consumer complaint agency, I am sending it to the Federal Trade Commission, the FBI, the federal Consumer Protection Agency, the State of Texas Consumer Protection Agency, Texas Attorney General, the Governor of the State of Texas and am going to file in small claims court here in Midland, Texas. It's going to cost your company so much more than if you had done the right thing and simply, like ANY OTHER COMPANY I've done business with in the past 20 years, made a full refund, hassle free, over the mess your company has made with this simple order.

The ONLY thing that was right about this order was two pairs of Vera Wang knee socks. That is pathetic. But I see now, with your policies, that it was intentional. Items not sent that have now been charged return shipping fees and restocking fees. REALLY? That in itself is plain and simple fraud. I, for your convenience, rather than re-hashing the entire sorted ordeal, am including a copy of the full complaint. And I'm going to remind you that I'm a retired advertising executive. I know how to not only do positive PR, but negative PR too. I know how to make commercials, and videos, and how to viral releases, and get attention to them. And since I am retired, I have a lot of time to daily post my complaint on every blog, website, and complaint forum on the planet, plus many others.

I can overwhelm Google and Bing with this complaint as a consumer alert against Kohls until the cows come home purple with pink polka dots. I have tried to resolve this issue, and now I'm simply so hopping mad that I am going to make sure that no other individual is taken like I have been by your smarmy company. I hope you are proud of the unethical, shyster company you work for, but I promise you, I'll devote my time to making sure you do not nickel and dime and screw other unsuspecting, IN GOOD FAITH customers out of their hard earned money from your deceptive trade practices. Enjoy your read below, because all the above agencies and people will be reading right along with you. Now I understand why you are a billion dollar company because you've gotten nearly a quarter of it as sheer profit from screwing your customers by making their orders as wrong as you possibly could and then charging them for it."

Complaint: Deceptive Trade Practices Kohls Department Store. I have never shopped at Kohl's before, but in an internet search I found some 'deals' online with them for my early Xmas shopping. I placed an online order which the total came to $100.20. My order arrived. The first thing I noticed is that they over charged me for $102.33 with no explanation for the extra $2.13 on the enclosed invoice. In going through my order, I initially realized from the enclosed invoice that an item was missing from the box that was on the invoice. Also I notice that one item that should have been in its product box was not and was just wrapped in bubble wrap like it had been sent back by someone else.

Other than checking what was on the invoice against what was in the box, I did not check out the order further at that moment, but immediately called the listed customer service number to 1. report the missing item, a red night shirt with Scotty dogs on it so that it could be shipped and 2. to ask why they had overcharged me and to get that corrected and the appropriate refund issued. I always keep a cut and paste copy of the exact order I have made when ordering online, emailing it to myself.

So I called the customer service number concerning the missing item and my overcharge. I was not going to complain about the missing package box for the Magic 8 Ball, because I had unwrapped the bubble wrap and it seemed to be in good shape.

I was on hold for over 30 minutes waiting for someone to come on the line. A woman finally came on the line that sounded like she was located on Mars, as I simply could not hear her and there was all kinds of static and background noise. At times I could only catch about every 3rd or 4th word. She would not speak up. I did not want to hang up and call back, as I had already waited a ridiculously long time for them to answer. She had a bit of an accent, and I learned they were located in the Philippines. I was on the phone with her for nearly an hour. She expressed her doubt numerous times about me not having received the night shirt because "it was listed on the invoice". I kept telling her that whom ever filled the order did NOT put the night shirt in the box and it was probably an oversight in filling the order. She kept insisting it was with the order as it was on the shipping invoice and I kept saying it was NOT included in the shipment. I was getting mad.

Finally with a sigh she told me she would credit me for the missing item. I said no, I wanted the item and to ship it immediately. She argued with me about this for an extended period of time. She finally agreed to ship the missing item, which was a red fleece night shirt with black Scotty dogs on it. Then I try to resolve the over charge issue. She simply tells me I must have added something else to the order. I say I did not. She simply responds that I didn't know how much the order was, I tell her I keep a copy of every online order I make until it is completely fulfilled. She basically says she does not know why the total charge is more, that 'it just sometimes happens that way' and she doesn't know why.

I'm furious by the time I get off the phone. It has taken me over an hour and a half on the phone with lots of hassle from customer "service" to agree to ship the item I ordered and PAID for and to get no resolution on the slight over charge.

So I go back to unpack the Kohl's shipment. The next thing I noticed is that the two pairs of pj's I order for my 89 year old mother are not fleece as advertised, but are labeled as "Faux Fur". They are hideous. I would never order fake fur pajamas for my mother. I go back to my copy of the original order to double check that they are suppose to be fleece and confirm that they are suppose to be fleece and there is absolutely no mention of "Faux Fur". I'm fuming, as this is either false advertising or bait and switch. It is then that I realize that another part of my order is completely missing, not even listed on the invoice, which is a knit infinity scarf. The only thing that is in my order that is right and correct are two pairs of Vera Wang knee socks.

I tried calling back several times. The first time I hold for 45 minutes without anyone answering the call. After that I'd hang up after ten minutes in anger and frustration. The following day I receive another shipment which is the scarf. I look at it and don't remember ordering this scarf. It's in a sealed plastic bag which I don't want to open, yet I have to because the scarf doesn't look right. The information on the invoice is correct, but this doesn't look like what I've ordered. So I cut open the sealed plastic bag and this scarf is not remotely like the scarf I had ordered. I had ordered a southwestern diamond design of turquoise, white, black, and coral and this is a scarf in block colors of cream, ugly brown and mixed red and brown knit. On the invoice it says if I need to make returns, to use the enclosed return mailing label. There is no enclosed return mailing label. I am furious.

I call customer service again. I'm on hold for 39 minutes before someone answers the call. I say I want to immediately speak to a supervisor. I'm told there are no supervisors available. I say I'm not getting off the phone until I speak with a supervisor. This goes back and forth for awhile. Finally I'm put on hold again. While I'm on hold, I go into my credit card bank account online to confirm the exact overcharge to my account and discover while I'm waiting on hold that I have been issued a credit refund, against my expressed wishes with the previous customer service rep, for the red Scotty night shirt. The refund amount, however, does not match any of my charges and it is for a lesser amount than the price I paid for night shirt. The refund has been shorted. I paid a sale price of $20.00 plus Texas sales tax of 8.25% (Total $21.65 due) for the nightshirt yet I was under refunded in the amount of $17.67.

So now I have been mysteriously charged $2.13 more for the total order and under refunded $3.98 for an item that was never sent. They have my ill-gotten gains just made $6.11 profit off my original order. Finally a supervisor gets on the phone. I spent almost two hours on the phone with him. He could give me no reason for the overcharge saying that extra charges 'often' needed to be added after an order was completed, but no explanation of what these extra charges were for. As for the not shipped night shirt, he couldn't address why the first customer service rep refunded me instead of shipping the item as I insisted, but informed me that of course I received less refund because there are return shipping charges and restocking fees! I exploded on the phone.

Nowhere had anything I'd seen during the process of this order say anything about return shipping fees, only hassle free returns, and paying return shipping fees for an item that was never sent and then paying restocking fees for the same item that was never sent and not getting a refund for the state sales taxes either made me realize exactly what was going on here. A completely unethical shyster company, bilking bits and pieces out of its online customers in small enough increments that they would have no legal recourse. It was not major fraud individually, but since this seems to be their mode of operation, by the time this kind of disreputable business dealings is multiplied by the number of customers they have ordering online, then that becomes a VERY significant amount of money!

No wonder they are a billion dollar corporation, they are making money hand over fist of of nickel and diming the online customers by leaving out items out of shipments, misrepresenting items online and/or bait and switching the items, and outright just sending the wrong item. They are making a ton of money off the order being wrong, for the customer is paying for Kohls shipping mistakes. As all this dawns on me, as NO OTHER COMPANY I've ever done business with online for decades has these kinds of policies, we argued then over the entire order, of which the only thing that was right about this order were the knee socks. I told him this was consumer fraud. There was nothing visibly shown while I was ordering about restocking fees and having done the majority of my shopping online since I am disabled, that in two decades I have never encounter this kind of consumer fraud, extortion, false advertising, bait and switch with any other company.

I said since this appeared to be their standard operating procedure, that all their online customers were subject to their deceptive trade practices, which then amounted to vast amounts of money which constituted conspiracy to commit fraud and interstate racketeering. I informed him I would contact the Federal Trade Commission and the FBI to have this company investigated for mass consumer fraud. I told him that the only thing right with the order were the socks, but I was not willing to do ANY business with a company as corrupt as this one. I told him they were, on top of it all, discriminating against disabled and elderly people, who often had to shop online since they often were physically unable to go to the store, because, as I had just learned on the phone from him, if I took the items back to a store, then I supposedly would get a full refund minus the shipping fee, yet if they were returned by the mail from which they came, there was then a restocking fee.

I informed him that out of the countless companies I do business with online, from Neiman Marcus to Sears to LL Bean, NONE of these companies practiced business this way! I told him that I was a first time customer, that I had shopped in good faith, that they were suppose to be a reputable company, that I have never had an order screwed up like this, that the problems with this order were through no fault of my own, and that they were going to make it right! I said I was so disgusted with their 'hassle free returns', their ineptitude, their corruption and consumer rip-offs, that I was going to return the entire order, that they were going to pay the shipping in FULL, and that I was going to get a 100% refund for my order, including the overcharge. He finally agreed and said he was issuing a UPS return shipping label that would be delivered the next day and that all charges would be credited to my credit card, the full $102.33.

I mailed the package back with everything in it, including the scarf that shipped separately. The only thing that was not returned in that box to Kohl's was the night shirt that was never put in it in the first place. I expected a full refund, including the overcharge. My total refund should have been $102.33. At this point I have actually received only a $17.67 credit and they refuse to refund me fully.

They have some decent quality stuff in missus, petites, etc - but it comes with a price, always higher than the men's equivalent. What really set me off though, was the shoes! I went to buy winter boots for me. I stand before a SEA of shoes - probably 200 styles of boots. It's November, and it's clear it's the season to buy these sorts of winter items. I spend an hour poring through boxes of boots. NOTHING. There is not a single Flippin' half good winter boot in there for women. NOT ONE. Wait, yes - there was ONE - in size 6.5, and yeah, I'm a size 8. You know, the most common women's size in America. There's boots that resemble winter boots, but are shoddy quality, not lined, have ridiculous heels, or NO traction. NOTHING here will protect my feet in the snow in NYC.

So I decide to check the Men's section, desperate. I find an aisle and a half of quality, sturdy, reasonably priced winter and wintery work style boots in many styles. There's waterproof ones, ones that will keep your feet warm to 0 degrees, wide ones...I go to the boys section. They EVEN HAD BETTER SELECTION than the women's! And that aisle is TEENY TINY. Too bad neither the boys nor the men's come in my size. Or I'd walk out with Men's winter boots.

Believe it or not, Kohl's - women live on the SAME PLANET as men! (shocking, I know) and we don't freaking need heeled CRAP that will kill us in the slush and snow! My friends and family say; order from zappos. Go online. WHY SHOULD I HAVE TO DO THAT WHEN THERE ARE 100 plus styles of boots at KOHL'S?! My husband does not have to. Neither do my kids. But because of my female-ness, I must drop $200 at Zappos (where I can't try them on) instead of my husband, who can just pop in Kohl's and be out in 30 min with $65 spend and $10 Kohl's cash in hand. WOMEN SPEAK UP.

I left without buying ANYTHING and read the fine print on the coupon which clearly reads (ONE per transaction or customer not her HOUSEHOLD). I couldn't believe how rude this manager was and basically drove a customer from the store. I spend several thousand dollars a year at Kohl's but I think I will be taking my business elsewhere. It is too bad because I never had been given a hard time from the regular employees there before. Why would Kohl's send me multiple coupons to use if I can only use one?

Also, when I first got to the store, I'd made a suggestion that instead of having the peel off on the ad and revealing the percent off you can use that you have to manually cut off the bulky ad that the peel off should be the coupon, she brushed it aside and said, "Just think of the savings!" Basically, your suggestions and opinions do not matter to us and even though we throw those stupid survey printouts at each transaction. We don't value actual suggestions directed to the person in charge that can pass them on. Bad call on leadership for the West Jordan Kohl's - corporate office! This manager when I asked her name so I could complain, said, "Well, I'm the Store Manager, so you won't get past me"...well **, let's see...

Then, about a month ago, same story. I had a lot of items in my cart, over $700.00 after the 30% off. This time, I got to the payment page, only to be derailed by another pink bubble, which told me to "verify my zip code". First, my zip code is included in my address, and second, there was absolutely no way to verify it. I tried several times with the same result. I wrote to customer service, and explained, yet again, that for the second time that I had 30% off, I have had a problem.

I received an email stating that they were very sorry, and although it is hard to hear negative comments, they thanked me for taking the time to contact them. They said that they would forward my complaint to their Corporate Office. Here is one last thing. I know that I have received that same, exact response from them, word for word, in the past, when I have had problems. I told them that I was done, which I am. Even after telling them twice, that I am unable to checkout, they offer no explanation. I shop online all the time, and I have never had such a bad experience as I have had with Kohls.com.

I will be cancelling my card once I make my payment. I've had a late payment (unexpected death in the family, I dropped the ball on things I agree) but the number of calls a day for multiple days for a balance of less than $50 dollars for only one month being late is excessive and ridiculous, especially if they can't be bothered to actually leave a message and it takes a while before the computer responds when you speak so it seems like no one is there unless you keep waiting. I will never get a card through your company again and I will make sure my friends and family know of my experiences.

I had made a payment by accident and had it reversed, you see that 10/09. Later I seen this payment went through; now this all started after Kohl's e-mail failed to arrival, they stated they are sorry that happens and now I am going to receive paper bills. So far I have not received one and I have 14 til my next payment. Then they stated they waived the late fee, my current balance is 283.61. They stated 25$ is a refund check.... I think there was a payment reversal so are they processing payments on an account that is erroneous? That is the other thing, I enter my bank account information wrong, not the routing they told me. So how are they processing payments on my account?

My balance should be around $258.55. I wonder what next month will hold. The payment was reversed, the checked refund fee was refunded, I made my payment over the phone... I do not get this, I will get rid of Kohl's asap! And the reps have no clue. I call and one tells me black and the other says no it’s white.. if you know what I mean? Can I go above them? And I do not mean another country either...

I have made several more email inquiries and two phone calls to Kohls.com customer service requesting status of credit and am always told that my credit is being processed. I have saved all email correspondence with Kohls.com customer service on my computer and was able to dispute info I was given verbally by a representative on Monday. I refuse to place any more orders with Kohls.com until this issue is resolved. I am fortunate to have a Kohl's store in my neighborhood that I will continue to visit because their customer service is superior, but am totally disgusted with the treatment I have received from Kohls.com.

I don't understand why my complaint would result in me being asked to come in and meet with the managers... what an uncomfortable resolution. Again the man I spoke with was very nice and professional. . But Kohl's will never get my business again. Seriously check dates on Kohl's products. Even though they only sell chocolates and KCUPs which can expire, it seems they are more concerned about profit margins than responsible customers service.

So their screwed up online payment system and unwillingness to send a simple correction to the credit agency over a $35 payment trashed my credit score and prevented me from refinancing my mortgage. I've never experienced such a rigid and insensitive company. I wouldn't recommend shopping there even if their goods were free. In the end, it can cost you way more than what you pay at the register.

Finally the store manager comes, apologizes and helps me get through what my issue was. Just saying I will never ever shop there again and I could have a $100 free gift card and I still wouldn't go. Just rude workers especially the elder ladies working there. If you can't be nice don't work in customer service. Go work in the back stocking boxes or something so you don't have to deal with the public.

Please understand our point of view. We really are trying to help you the best we can. Managers change the rules by the hour. We don't know what is going on from the beginning of our shift until the end. They tell us one rule (such as one coupon per customer - no exceptions!). Then a customer wants to use several. They want a manager, the manager allows it and ALWAYS tells the customer that the Associate was wrong and doesn't know what we are talking about. THEY JUST TOLD US THE RULES!!! There are no rules at Kohl's, they change by the minute. We can't keep up and many, honestly, have just given up. If you find the right Associate who has just had it with being yelled at they will give you anything and everything, just to avoid a manager.

I work on the floor, but everyone is trained on the register in case it's busy. Kohl's Corporate has cut back on payroll (from what we are told) and there aren't enough Associates to take care of all of the needs that you, the customer, wants and we want to provide. Last Friday night I was supposed to be working in my department (and two others) with ONE other person on the floor (That's two people to help every single customer on the floor on a Friday night. This is typical for every night.).

The store was very busy and during my 5-hour shift I spent 4 hours on the register, not even getting my break. Everyone was on the register (except our manager who was sitting at his desk in the office or outside for a cigarette). There was no one on the floor, customer service suffered and the Associates got in trouble. We are ALWAYS in trouble. I got in trouble for not taking my break, but the customer comes first AND there was no one in the store to cover me. I don't think anyone got their breaks that night except the manager.

We HATE asking for you to apply for credit. Absolutely hate it. We don't have an option. If a manager is nearby and they don't hear us ask, we will be taken into the office and told about it. Credit is #1. We are given a quota every day of the number of accounts we are supposed to open. If we don't, we get reprimanded and then lose hours in our schedule the following week. Basically, if we don't get credit applications, we get punished. Don't think we are making good money for credit apps, like some customers think. We get 50 cents for each app in our pay and, at least in our store, a CANDY BAR if we make our credit established by management. I've told them where they can put their stupid candy bar. I don't have anything to do with Kohls.com orders. I wish I could help you. I know the customer services reps can be very rude. We deal with them too.

Please understand that we ARE doing everything we can to help you. Management doesn't care and treats us horribly. We're exhausted (Last Friday I worked until 11:30 pm and had to be at work Saturday at 5 am.). I haven't seen my family in 2 weeks. I haven't had a weekend off since I started. If you change your availability for work (for example, you don't want to work until 10:30 or 11:30 to close the store all the time), you will be punished by them simply not scheduling you to work the next week very little or at all (A co-worker changed her hours last week to not be available to close to be home to take care of her elderly and ill mother. The next week, she was scheduled to work 4 hours. She will get a paycheck from Kohl's for less than $25.).

I'm desperately looking for a REAL job. Teenagers and college students quit all of the time because they would rather be broke than work at Kohl's. We have had parents come in and complain about their high school aged children were scheduled too late, so they were fired. These kids didn't do anything but come to work, get yelled at by management, get yelled at by customers and are exhausted and several times in tears about this job. Working at Kohl's is hell.

Please remember that the Associates who are trying to help you or seem impatient or rude are very frustrated. Management is going to be on them. They are fighting to keep a job they hate to keep the electricity on. They are forced to ask you for credit applications so they get a paycheck. Personally, when I finally find a job I will never, ever step foot inside of a Kohl's store again. I just need to do something to feed my family.

I spoke with Lori the manager and complained that the display was obviously not kept up and shared my frustration. Another staff member hinted that this unit might be going on sale but Lori would not give me any sale consideration. Later that week, I compared with Costco. Found an IDENTICAL sized KitchenAid toaster oven only this one has a convection oven fan included. THE PRICE AT COSTCO WAS $69.99 WITH A $10 OFF INSTANT MANUFACTURERS COUPON. Better unit at half the cost and Costco backup! Today 10/02, I took my lunch to return the original oven to Kohl's - where the unit is now on sale for $99.99. I didn't have my receipt so the most they would give was $89.99. They were able to look up charge transaction on Kohl's charge but I felt uncompensated for the hassle! What a racket! Won't be going back anytime soon.

I think it was his responsibility to talk to that customer also and should have asked her to stop and should have collected her information. Instead he let her go without any efforts to resolve the situation. We asked Travis if he knows this customer as police was asking us. When I was waiting she called and he did talk to that customer later on phone and stated, "We are on your side," promoting racial customer. He refused the call but his face turned red indicating he was not telling the truth. We have given him copy of the incident report. I am not sure if this is appropriate behavior when we were allowing store policy and this kind of comments are supported by store staff. Despite of complaint to corporate office, there is no action been taken. All I got was an email stating they are investigating. It has been a month already.

The cashier then went on to tell me there was no sale signage. I told her I would show her. As we walked around the corner I saw someone walking real fast away from the display. Then the HEAD of the department went on to tell me it was not on sale. After practically calling me a LIAR... she then said CARRIE had removed the signage and they would honor the price. This was after I told her to get the store manager. Shame on you Kohl's. You should have not lied to a loyal customer. Deceptive dirty behavior. =(

So in a nutshell, it was their fault, and the only solution was to re-purchase the item?? This is completely unacceptable, and they have lost a customer who has bought frequently from them. I know in the grand scheme of things that they do not care, and more than not likely see this review. But I hope that others will take from my example and not buy from this company, unless you want a bad time.

Next day. I try again on their website and I get the same results so I decide to call in the order. After literally 48 minutes of being transferred and put on hold, I'm told that my order cannot be processed because my total needed to be greater than the gift card amount! What the **. At this point I just want this to end so I tell the "associate" just find something for $2-3 and I'll put on my bank card. I know that I was scammed for the additional purchase and I know that they never informed me of this eventuality. I will never grace them with my buying power again.

I called them to make payment over phone on 1st of this month and made the payment of 22.08 through checking account as she said that Kohl's would not accept either credit or debit card. I got the confirmation number. They never send email confirmation. Today I received a bill for 38.08 which included interest and penal fee for non payment. I called and explained. I did not understand how I was given the conformation number when it was not cleared. Obviously she had made a mistake in entering the routing number or account number.

After a long discussion, was able to get the mistake corrected. Ms Jacky was very helpful and understanding the mistake the previous lady had made. But this is not the first time this has happened with Kohl's. Their accounting system is very harassing and never checks the payment history of the customers. This has happened to one of our friends and even to close the account it is problematic. It seems even when you don't buy stuff they charge service charge (even for zero balance). I would advise the customers to be careful and review their bills very carefully. We will close our account today and never step into that store again.

The person on the phone said he would have to get that info from me??? Why? The original order had it and my boyfriend is at work. Did they think he would just pay for it? Just to get to the order placed for me? They truly suck. $115 isn't worth the hassle of time spent trying to place this damn order. I don't want it anymore. I'll forfeit the damn money before they will get my business. When I called back, I got an ENGLISH-speaking young gentleman who calls himself a manager. Sounds 20 years old and just as useless as the rest. I'm done with Kohls.com.

I waited and waited, so I tried paying my bill online and the only way to pay was with my checking account. I did not know that you could not pay with a credit card until later. I tried and tried and of course it was a waste of my time. I went in one of the stores and they told me that I could not pay with a debit card. They told me that they would connect me with someone on the phone. I then talked to customer service and they were going to charge me $10 for making a paying over the phone. My bill was only for $38!!! Kohl's has so many restrictions on what you can do and cannot do when it comes to paying a bill. I will close my account immediately!!!

At the Lake Worth, TX store, the Customer Service Worker (CSW) used the attached barcode and my KOHL's card to look up the receipt as none was included within the box when delivered. Apparently, a different SKU was used during fulfillment because the items weren't found on my card. The CSW seemed clueless on how to proceed so I offered to use the nearby direct account access phone to have the information looked up. This process went very quickly and I was given the appropriate identifying numbers...waited patiently in line again and eventually gave the numbers to the CSW. AGAIN, nothing showed-up.

At that point, the store's manager ("**") got involved. She walked over to one of the direct merchandise ordering kiosk about 20' away and must have tried to look up the items there. I was unaware of what she was doing until I heard her yelling "Where's the back?" over and over again. She seemed to be addressing me but was making no sense. I asked the CSW who she was talking to and, indicating me, I said to the CSW that I had no idea what she was referring to...I wasn't about to repeat the same RUDE behavior of the manager by yelling back!

The manager then returned to the Customer Service area saying the "ottomans" ONLY came with chairs (no idea why she'd called them "backs"!) and inferred that I was trying to get a fraudulent refund on a partial return. I explained that I'd ONLY ordered "ottomans" and knew nothing about included chairs. "**" then took my KOHL's card and driver's license to use the direct account access phone...apparently to obtain the same information I'd just inquired about. This entire time, numerous shoppers were within the area either doing returns or going back and forth to the restrooms and hearing everything that transpired INCLUDING my personal identification information that the manager kept LOUDLY repeating.

Apparently, she got the same information as I did which stated I'd ordered JUST "ottomans". I could hear her trying to persuade the phone agent that "chairs were included". Not satisfied with their response, the manager either called or asked to speak to someone else. AGAIN, she LOUDLY repeated my personal information and stated that I said I'd only ordered "ottomans" but chairs were included. I'm guessing someone FINALLY informed her that I HAD only ordered "ottomans" as she hung up and processed my refund.

I signed the one copy and she handed me a nearly torn in half receipt which I immediately handed back instructing to write her name. She wrote "**" in tiny print on one end like a five-year old! I told her I didn't appreciate the inference that I was trying to be deceptive and she starting "backpedaling" saying she was only verifying my receipt so she could refund the correct amount! Baloney! She made an incorrect assumption and then made it worse by not researching a bit more based on the information I gave. The woman is certainly NOT management worthy...she shouldn't be trusted to work with customers in ANY way. She's a perfect example of arrogance gone wrong! So, I was once a VERY frequent KOHL's shopper but NOT anymore...as if they even care.

The bill was sent to collection by Kohl's and when their collection agent agreed to accept roughly 35% of the bill as full payment, Kohl's said that they had fired that collection agent and they wanted all of the bill. This has taken well over 40 hours in phone time and 200 hours in letter writing to attempt to settle with no success, and my fiancee's credit rating went from over 800 to less than 650. We have tape recorded conversations of Kohl's personnel admitting that: "...Kohl's dropped the ball on this one..." but still no settlement. I feel as if their primary intention is to rip people off. To us, they have become the dregs of retailing, and will never see a nickel of commerce from anyone in our families. I hope the word gets spread far and wide.

They will not issue credit to my account even though I have documentation to prove it was returned and received at their location. After numerous calls where I was connected to their call centers in Nicaragua and other places unknown, I am still waiting for a credit and being charged interest on my credit card for an unpaid amount. NEVER shop at Kohls.com if you think you MIGHT need to return something because that is when your nightmare will begin. Just a warning. I'm going to continue to contact them and try to rectify this, however efforts seem to be futile.

I placed my order that day and three days later I have got the package, but I was surprised that it wasn't in the box, but in soft bag. I was more surprised when I found in this bag a Lee Jeans, size 24W instead of what I ordered. Nobody in my family wears such a big size (we are size between 8 - 12). I called the Customer Service right away and the person answering my call was nice and ready to help. Representative offered me a new, quick delivery, and as refund, price was going to be even less than when I ordered. I was satisfied with his response. Two days later new package arrived. This time it was a box - however - box was empty and only bill was in it!!!

There was no apology whatsoever!

I reiterated my conversation with the cashier. She said again, if it's not a Kids Care Gift Card then I could not use it to make a payment. She then said she would have to call a Supervisor. A store associate that was next to Ms. ** stated that Anita (Manager) would approve the transaction with the gift card(s) I had, as this was common but did state otherwise on the Gift Card. Ms. ** shook her head in dissatisfaction and said loudly I wish they would stick to the rules. I was shocked by her comment; this was absolutely uncalled for and in front of a line of customers made me feel very uncomfortable.

Ms. ** asked how much was on my charge card. I told her that I didn't know and asked her to look it up. She pointed to a phone and said I could go use that to find out what my account balance was and for security purposes they didn't have access to customer's account information. I told her to put $185 towards my balance. Since I only had $125 in gift cards, the outstanding balance was $60. I handed her a debit card. At this point, she seemed irritated with me and was very rude in her tone; she said that they only accept cash or check. I told her I would pay the remaining balance online. When I stated this, she sighed rather loudly and said now I have to cancel the transaction and reprocess it. I usually always make my payments online and that is the reason for my lack of knowing what forms are acceptable in the store.

After the payment was reprocessed, Ms. ** just stood there; I had a shirt on a hanger that I had placed on the counter in front of her when I first arrived. I asked her am I able to buy this here, she said nothing and grabbed the shirt. She gave me my total and I handed her my charge card. Ms. ** did not hand me the bag she pushed it at me along the counter and in a very pretentious tone said have a nice day as she turned her back to me. At this point, I was shaking with anger and walked away and said nothing. From my experience with Ms. ** today, it is my opinion that this person is not an asset to your department store. She was rude, unprofessional and inconsiderate. It would be no surprise if Ms. ** has a history of complaints as she is completely disregardful of her job and the customers she comes in contact with. Regards.

Wait...there's.....more...she then found PORNOGRAPHY on the floor on a post card... Yes, my twelve year old had her very first sight of porn in a CHILDREN'S DRESSING ROOM. Now, remember we were the FIRST PATRONS in the store (they unlocked the doors for us). The dressing room had obviously not been cleaned from the day before. I was livid, I spoke to Lee, the manager and he laughed about the bugs and made a comment about how "easy phones break" and then when I mentioned and showed him the PORNOGRAPHY he chuckled and said, "Oh we hire a third party to clean at night, I guess they'll have to do a better job." I am furious about the phone, the bugs, but most of all about the PORNOGRAPHY. I have contacted their corporate office, not sure what they can do to rectify this situation. After all, you can't remove what you've seen from your mind.

Customer service offered no recourse or replacement. It was a great deal for a leather jacket in the summer. I understand an item being out of stock, but to never exist when I held the jacket and my fiance tried it on is ridiculous, I will no longer shop at Kohl's. I don't appreciate shady dealings and they don't deserve my business! So long Kohl's.

That was just my most recent experience. I don't really go into Kohl's much because I think their prices are a joke and the quality of their merchandise is very poor. I have bought or received as gifts many things from Kohl's that did not hold up past 3 washings, they had flaws (sheets), hems came out of shirts and skirts, or shirts would come apart at the arms. Fraying, trim FALLING off, a leather jacket that I only wore 4 lot 5 times and it is discolored. Zippers on SEVERAL jackets would just come off after a short time. So I do NOT expect great things from Kohl's.

When I called, they were only able to immediately refund me the item that was direct shipped. The other two items, total of three I didn't receive, would take up to two weeks. Big runaround, because they were shipped from elsewhere. WHY is that my problem? So, a few days later, I received a refund for another of the items, with no email indicating this. I just happened to be checking my bank acct one day and noticed it. This left one item, that I paid $90 for, still not refunded. I waited the total of the two weeks I was clearly told, and called them. Sure enough, they were stalling, and said it could be another week. So at this point, it's four weeks they have had my money, and some unknown thief neighbor has been sleeping on MY sheets.

Here I am almost six weeks after having paid for my order, out $90 with NOTHING to show for it. Kohl's stole my money; no other way to see it. My bank is a great help in that they have an investigation process which could take up to 90 days (purchased with VISA debit, as sadly Paypal not an option), and I could still be left with nothing in the end. BEWARE when ordering anything through Kohls.com, ESPECIALLY if you live in an apartment. They won't even ship anything with a signature required if you request it. You can find yourself out a large amount of money, left with nothing but frustration.

The girl shoved my bag at me and I told the mgr he needed to talk to the customer service desk associates about what was right and wrong. Then I went to the desk to find out about the bracelet. The girl took it out of the drawer and started to hand it to me. The mgr (same jerk) went OFF. I told him I left my name and I wanted it. He said somebody may come back for it as much as a month from now. "I said ok, I will wait 30 days.” He said, "You can't have it. We don’t give expensive bracelets to JUST ANYBODY". I said I'm not just anybody. I'm the person who was honest enough to turn it in. He took it from her, ripped my name off of it and took it to the office. You can get lost merchandise from the police after 30 days. Guess he needs a new bracelet for somebody he knows.

I saw a man (Michael) who I assumed was a manager and stopped him to ask him a question. I said (on his name badge it said "expect great things") well let me make a statement first, what I just experienced there was nothing great about it. Now my question, "DO I LOOK LIKE A THIEF TO YOU?" He didn't say yes nor did he say no, he just turned beet red in the face. He asked what I had just experienced and I explained it to him. I said to him, "I'm black enough for you to think I'm stealing, but my money is green enough for you to take it". Still not answering my question. He only stated that they did not have any female security nor female loss prevention officers there, that they only had big burly guys.

I let him know how very offended I was and that I was going to make a complaint. He did nothing to make me feel at ease or keep me as a customer. After all that, I bought the items that I had. I left the store and began thinking, Kohl's does not deserve my money. I cried because I thought that this is a shame that this world has come to something like this, even in a department store. Feeling discriminated against, I returned those items and said that I was going to make a complaint and NEVER EVER shop in Kohl's again. I got in my car and immediately called to make a complaint. The manager that I got was none other than the one I saw, Michael. I did not think that the complaint would go anywhere.

So on Monday, March 3rd I called customer service, made my complaint and asked for a response. To date I have NOT gotten one. In fact, I have made at least 15 calls to customer service as well as to Kohl's corporate offices and to date have NOT received any response. One of my main questions that I have is WHAT MADE ME LOOK SUSPICIOUS? Again, to date, no one has responded to my calls. If it were left up to me, I would picket in front of Kohl's and make sure that no people of color shop there; in fact, because of this I hope that Kohl's goes out of business. Remember the motto, "expect great things", what was great about this? Please help me. What do I do about this?

I explained this all to the ignorant supervisor who STILL charged me the late fee and then made it sound as if he was doing me a favor by waiving one of the late fees. NEVER again will I step foot in another Kohl's... They lost a loyal customer!! On the phone now with Corporate... Let's see if they can fix this.... Highly doubtful as it seems they hung up on me!!

Example: If I purchase a handbag for $80 on 03/25/14, I will have earned 80 points. I will not purchase anything else this month so beginning of April, my account balance will be 0 points. Today (04/09/14), if I return my handbag (purchased on 03/25/14) my rewards card balance will be NEGATED 80 points which will make my balance -80. They are taking away points which the customer NEVER received! This is a outright SCAM! Kohl's have lost me as a customer until they resolve this scam!

When a company as big as Kohl's advertises free shipping, they should honor that advertising. After more research I finally hit upon why they charge this amount. Instead of using the post office, they use Fed Ex and obviously Fed Ex is going to charge them shipping. It doesn't alter the fact that they advertise free shipping, yet they continue to charge customers. Kohl's is guilty of false advertising.

I then argued that since I would be able to do this online, why are they not honoring that ability over the phone? No reply. Finally, a manager got on the phone and snapped, "What do you not understand? We cannot and will not help you with your order using the information provided." Afterwards, the manager immediately terminated the call. I was shaking with fury and utter disbelief at how I was treated. An hour later, I again tried placing the order online, and by some miracle, it worked. I have never have had such a nightmare with any other retailer when using my mother's credit card, EXCEPT KOHLS! It's really disappointing because I love their clothes etc. It's not worth the effort to order from them ever again!

Customer service is outsourced and responses are scripted. People at customer service desk were rude as I did not understand their answer and while I was standing there took a phone call and started helping the person behind me while I was still asking questions. Never again will I shop online. You feel you are getting the best deal possible and boom! Two days later it is even cheaper. I hate feeling taken advantage of.

Today, I decide to use Chat, not wanting to be in another uncomfortable situation in some other country, state etc. I want to change the order slightly. They tell me they can't because it's been processed. I say, "Well it will not be delivered until April 1st per the email, and it is a weekend, can't they make the computer change?" No. I say, "Okay, can you please escalate my question?" No. We can't do that. I am sitting here, wanting to scream with a headache courtesy of Kohl's and maybe I should be speaking to my husband and just say NO to further business dealings with them.

I called up after receiving the letter that our account had been closed. All I wanted to do is explain that there was a mistake and request the card be reinstated to the way it had been before it was closed. I tried to explain my situation to about 8 different people all the way up to the corporate office. They all told me they couldn't speak with me because I was just an "authorized user" and not a joint account holder. My response to them was that they couldn't speak to me about this matter and whose name is on the account but they took some stranger's word at our bank and closed the account without confirming with us first.

No one was able to tell me their policy on this nor did they know who closed the account or what the letter actually said. It should be noted that Kohl's and 1 other credit card were the only ones out of 8 major credit cards that just closed our account without sending us a letter in the mail confirming these were our wishes. If they were our wishes, we would have had to personally put it in writing with our signatures in order to close our accounts with these other companies.

When I finally reached the corporate offices after hours of arguing, they were very unfamiliar with this type of protocol and were extremely rude to me. The last person I spoke with was a supervisor in Kohl's corporate headquarters. She was the rudest of all to me. She requested my husband call her personally so he did. He also questioned her but again no explanation and she could not tell him why it was closed without his signature nor did she care that this action could reflect negatively on my husband's credit score which is in the 700s right now. She did reopen our account after a very difficult fight but didn't even apologize for the inconvenience nor did she offer to check with the credit card company to make sure they didn't record the closing of the card and to see if it reflected negatively on our credit. She did not care at all if there were any consequences on our end. She also basically told my husband that there is no signature needed and a third party such as our bank could request to close our account even when in MVP excellent status.

I want to take issue with this because of the way they handled this case and the complete denial of any fault on their part and also for their inability to share the store's policy on this type of request. I am concerned that anyone could just close this account and I do not want this to happen ever again. Any suggestions or advice??

Plus the clerk that has a line waiting to check out gets a shout out from someone every time they sign someone up. Are they working for a bank or Kohl's? They lost me as a customer because I don't like being pressured to go into debt every time I go through a check out line. And I wonder how many of the young people they do pressure into signing up end up with bad credit because they can't afford the card?

Calling customer service gets you nowhere, they are outsourced and really do not care about your problems, that you have been inconveniencing. I finally was offered $50, 30% off and free shipping on my next online order, for all the trouble that I had had. Which I thought was fair. Considering how many times I had to make trips to the store, and the money I had lost on the Kohl's cash. I only had to call in to use it. So, against my better judgment, I decided to give them one last chance. Wouldn't you know it. They refused to honor what I was offered. This is the last straw.

Simply the worst customer service and treatment from a company I have ever experienced. It's very clear to me that Kohl's does not care about their customers. All they care about is the money and the bottom line. Shopping at Kohls.com has been a huge inconvenience over the last month and a half. The hours I have wasted on the phone, the time and gas money I have spent returning damaged or wrong items to the store which in no way was my fault. This is the treatment that a valued customer gets when they spend thousands of dollars at Kohl's. What's more is I would have loved to keep shopping there and they could have kept me as a customer had they honored what they had offered me. Now they have lost my business. There are too many other places to shop that know how to treat their customers and I will never waste my time shopping at Kohl's again.

Apparently that collection agency had sold my account to another collection agency, RGS. I received a bill from them in October and made a partial payment of $50.80 because I was still trying to locate a complaint address for Kohl's. Again I received no communication from Kohl's or the collection agency until mid-January. I started receiving almost daily phone calls from RGS while I was at work. I do not answer my cell phone at work. I guess they finally got that message and called me at home. I was told that I could settle my bill for a mere $118.54! My $35 purchase, whatever it was, ended up costing me $250 and I still have not receive a statement from Kohl's. I WILL NEVER SHOP THERE AGAIN. I will also never use a Capital One credit card. They ruined my perfect credit and lost a customer over $35.

Well, the review is there but no one can make it open on any type of computer, phone or I-pad. I notified customer service about this and they said they were sorry I had a bad experience, but no one has yet changed the online description of this item or fixed the link to my review. The item is still offered, now at the full price of $100 for a piece of brass with silver plating! I submitted a question online about the item and the description discrepancy, but have received no answer from Kohl's yet. I was a frequent Kohl's customer and will never buy online from them again, and will never buy jewelry from them in a store either. It makes me wonder if any of their supposedly "real" jewelry contains any real gold, silver, or diamonds.

Not only did they lose the 30% discount, when my wife tried to use the Kohl's Cash on a purchase, she was informed that it was canceled due to the item being returned - this, although the return was only for in-store credit. In other words, I am still paying the entire bill, nobody received a refund on anything, but we lost both the 30% and the Kohl's Cash. As you can imagine, my family members were surprised and let down by the diminished value of their gifts. Of course, this embarrasses me as the gifter.

To make this matter worse, I corresponded with Kohl's via email. They responded using canned responses apparently based on a keyword in my email. I presume the email was not read and that Kohl's is not concerned about my experience. In my opinion, Kohl's offers attractive, aggressive discount programs (as described above), but they have designed this in a manner that reverses the discounts and pads their margins when an unsuspecting customer exchanges items. This is not honest and I will avoid this scenario by shopping elsewhere.

I have called and spoken with the outsourced customer service people on four occasions who all read me back that my order is in fulfillment - nothing I do not know already. I spoke with customer service here who asked if I could please hold (just last week), and proceeded to disconnect me. The best was the e-mail where they offered to cancel the item and suggested I re-order the item which is not at the advertised price in the circulars they mailed to me after Thanksgiving nor do I have the 30% discount I had too. They went so far as to point out all the additional savings I had. I found this insulting since they sent the advertisements as well as had inserts in my newspapers in December advertising this special. I will never purchase a gift item online from Kohls.com. I would have given a half star but it is not an option. NOTHING BUT FALSE ADVERTISING.

The Keurig I received was a much nicer model than the one I purchased, but I had already been using the standard Keurig. I sent my husband to return it to the store, and he came home with only $46 in merchandise credit! I know for a fact that they would NEVER sell the Keurig Vue (which retail price is $229 and is currently on sale for $169) for only $46! If I had been there, I would have taken it and sold it on eBay. If Kohl's had EVER sold the Keurig Vue for only $46, there would have been a stampede of people rushing to buy it. They are a crock of a company and have lost my business for sure.

I am not sure how PayPal frequently can use this same routing and account # information to pull from my checking account with no problems, but Kohl's seems to have a problem - AND they don't inform me of it. I thought the email confirmation of my payment was sufficient enough to let me know, "Hey, good job. You made your payment. Relax." If it "bounced" or didn't work - shouldn't they maybe inform me of that? The customer service clerk told me I should talk to my bank about the issue. What is US Bank going to do about this? Isn't a routing and account # enough? Is there some sort of mystical number Kohl's needs still that Paypal doesn't? I am obviously irate. Annoyed. Waste of 40 minutes of my time to convince the customer service clerk that I refused to pay it and they should forgive it. What a ridiculous mess that system is. I need to cleanse my wallet of that Capital One/Kohl's filth.

I was very disappointed, especially because I had paid for the item back in November! I set aside some time on December 28 to call Customer Service to get things sorted out. I was on the phone with them for 30 minutes only for them to tell me they set up an incident report and I should receive an email in 24-72 hours about the status of my order. Today I got an email from Kohl's that asked me to rate and review my vacuum. That put me over the edge from annoyed to angry! I called Customer Service again and they told me LIES. They said that FedEx must have lost my package (even though Fed Ex shows that they never even received the item from Kohl's). They told me that they were cancelling my order and that I would get my money back in 10 to 30 business days. 10 to 30 business days?!?!?!? What kind of policy is that!?

So, I said, "You're telling me that you are holding my money for up to 30 days on top of the month that you held it so that in the end I can receive absolutely nothing and for no fault of my own?" "Yes, that's correct," was the response I received. I was literally speechless. Honestly, the worst customer service I've ever experienced. I am truly afraid that I won't receive my money. I still haven't received an email or any kind of confirmation that my order was cancelled and that they are processing my refund. I am extremely upset that I have waited so long and don't even have anything to show for it. I will not shop there again, as just thinking about that store and this awful experience makes me feel ill.

Well, on 18 Nov 2013, still no pillows and the Marine wasn't able to buy them where he was at. He is protecting our freedom and Kohl's can only say "you have to wait 30 days before we can track it!" Interesting seeing that they took my money on 27 Oct, but won't track a package until 27 Nov..... completely unacceptable! Well, on 10 Dec 2013, I waited over one hour to get a service rep only to be told one of the pillows was returned to the warehouse and I "should" have been credited on 24 Nov 2013 AND I SHOULD RECEIVE A REFUND CHECK WITHIN 90 DAYS if I have a credit on the Kohls Card. So l paid on 27 Oct and I will get a refund check on 24 Feb 2014!

But wait, I still have one package missing and it was paid for on 27 Nov 2013! After 2+ hours on the phone and being transferred to the manager, I was told that the second package was also not delivered (wow, I figured that one out after 45+ days!) and that I would receive the credit on my card. It is now 28 Dec 2013, and by now you can guess the story. 48:05 minutes on hold to be told that they have to initiate a "tracker" on the package that was already "supposedly" refunded. Another hour to get to a manager who now has me on hold! All I want is my refund so I can close my Kohl's charge and NEVER SHOP AT THIS HORRIBLE STORE AGAIN!!!!

Not only did Kohl's take my money on 27 Oct 2013, they have wasted over 6 hours of my time between 4 calls to their worthless customer service department! The Marine has been in numerous firefights and luckily has pillows from WALMART that I shipped to him! At least they care! Please do NOT shop at Kohl's and allow them to get away with robbing us of our money and time! They are a horrible company and a complete failure at providing the products they claim to sale at kohls.com! They have no problem taking your money ....... the challenge is getting it back!

Well, noon came & went & at 5 p.m I called again. The agent had the nerve to to tell me that since I needed to leave "I should go to a Kohl's store & try to find the item & buy it there & then return the package when I get it". I said, "Why would I want to go shopping on Xmas eve, hoping to find an item that I already paid for 12 days ago?" All she said was sorry. I was beyond pissed at her comment & asked to speak to a supervisor. So the "supervisor" Karen gets on the phone & said she checked my order & that I would have it by 10 p.m. that they extended their deal with UPS to work later. She said if it wasn't here by 10 pm for me to call back & ask for her & I would get a gift card.

Well, it's not here, I called her back at 10:15 & was told to call back during office hours which are until 11 pm. I called 45 minutes before 11 & got that message. I'm not mad about the gift, I'm mad about the lies & disrespect. If they were honest up front, I would have left on time & not wait around all day on a lie. I then called UPS & gave them the tracking # & was told that they never received the package from Kohl's so I was lied to by all 3 agents & 1 supervisor that I spoke to. I will never shop at their store or online again. I do most of my shopping online & this is the 1st issue I've had in over 12 yrs.

So my package is probably lost but you cannot reach a customer service rep. as the website says they cannot answer email inquiries for 10-14 business days - well past Christmas - and customer service phone number is even worse. So now I am scrambling to find a replacement and to hope that I can get a reimbursement from Kohl's.

Needless to say I got back in my car when back to the dreadful Kohl's, could not get any help. It was crazy. I finally called Kohl's while I was in Kohl's to try and get a manager to come to the phone, after 30 attempts and no answer, and 2 hours later, I ask the jewelry department lady to please call a manager up, she did and one showed up 30 minutes later. I explained what happen. She stated she can fix the problem in 30 seconds, and all of a sudden a call came in she answered and then told me she would be right back. Well another 45 minutes pass, she never came back. The jewelry lady kept calling her. She finally came back and approach me like I was a new customer, totally forgetting she was suppose to help me. I then reminded her of the ordeal and she finally gave me my refund, a pure nightmare from hell.....6 hours later I can describe the level of anger...

After almost a week with both orders showing only in fulfillment I became concerned and called. On three separate calls each with a 45+ minute wait, I was assured I would receive in time for Christmas. One of the items was on the top of the want list and has since sold out everywhere. I kept being told their standard order processing period is 3-10 business days and orders could not be cancelled during that time and funds would be held. So essentially, Kohl's held me hostage for 12 days until I received an order modification email essentially deleting the item from my order with no explanation. Now, I find I am not alone in this mess. Please share your story here as inevitably Kohl's will delete all negative remarks from their Facebook and Twitter.

I had paid a bill in October that was a few days late, so when the next bill came, I paid the late fee. All caught up right, or so I assumed. I got a bill this month for $72.00. I was worried that somebody hacked my Kohl's card, happens all the time with my credit card. That is why I wanted to view an itemized statement. Couldn't even get into my account through the website to see if there was one. I called Kohl's customer service. Apparently, it was $72.00 in late fees from that October bill. Really. Customer service waived the fees. I won't be shopping at Kohl's for a long time.

I responded to their email stating this and that I would let other consumers be aware of this extremely bad practice in other sites. So other consumers won't have the headache of getting a whole order cancelled. Their second reply to me was that it was not a cancel based off back order, but a billing mistake? So not sure what to believe anymore, but they completely lose a good online customer. I love Kohl’s products and have shopped here for personal, bdays and Christmas shopping. I no longer have the want to shop here and will shop in JCP, Amazon, Macy's, and Sears, where they have yet to disappoint me in their policy or their customer service. Buyer beware online shopping with Kohl’s!

I was exhausted and my legs were giving out (I have MS). So, I took my 2 pairs of slippers to the front and went to a check out. I was then approached by a lady sales person who informed me the line was "over there". I turned to see about 15 people standing in a line waiting to be checked out. I could barely walk, let alone stand in line. I told her I was disabled and could barely walk, that was not going to happen and I dropped what I had and left. There was nowhere for me to sit and rest while I waited in line, nothing there for me to assist me in any way. All I wanted was a pair of slippers. ZERO STARS IS NOT AN OPTION OR THAT WOULD BE MY REVIEW.

Original Review: Oct. 30, 2013

Is there zero (0) rating here because that is what Kohls.com deserves. Terrible customer service. Read the whole post and you will understand the 0 rating and learn from my experience. This is a real story and hope people may think twice on ordering at Kohl's website. I use a Kohl's gift card and a Visa debit card for 2-pc. clothing. I order for $20.76 I made last October 1. One gets through and shipped for the specified time and the other one didn't. I waited for 2 and half weeks for the other order that they labeled as Partially shipped until I called their customer service and they said that the item is out of stock.

Crazy right? Why they didn't inform me of the status and they didn't return the money on my gift card. One CSR said that they cannot return it on my gift card for whatever reason, they just can't and I don't want it to return on my debit card as well because hello, it is not re-loadable. So they tell me that they will send a store credit via mail that is a 30 min conversation for a simple money back on my gift card issue. Another 2 and a half weeks passed and there is no mail, so I called again and guess what, it is on the way and I waited for another 30 mins just to get that info.

What sad about it is that I that the cellphone I used to call them uses prepaid credits and their customer service "toll-free" number surprisingly is not toll free at all. I was charged a total of $60 for all the calls that I made for their stupid incompetent system. At first I didn't notice that it's charging me because I still got enough balance but for the second time, my phone says low airtime. I really feel ripped off here, not worth for a $13 refund that I don't know if it will ever come. It may not be the case for others but I really feel victimized here if that's the word. I know Kohl's is a big company and losing me as a customer won't ever matter on their sales but come on, Kohl's, be responsible and think of people's hard earn money and not just all the profit you can get.

Okay, here goes what made me SO HUMILIATED AND ANGRY!! CINDIE, the MANAGER of the Casa Grande AZ location called over by the young lady doing my returns couldn't figure out the codes on how to do the exchange on the jeans. EXPLANATION... Last year, I was a 6-7 junior. I am now a HEALTHY 10. Well, CINDIE wanted to make sure myself and the 1-3 other customers could hear how I was ETHICALLY USING THE SYSTEM, and that I was abusing the return policy all because (yes here it comes) I got FAT!

Well, CINDIE, maybe if YOU knew your company policy, YOU would know that Kohl's the company that pays your bills every month clearly advertises the NO HASSLE RETURN POLICY, something you should know as a manager!?? I would like to thank you for humiliating me and telling me I was fat, my 295 pound ex-self wants to crawl into the food bin and eat away the pain! Thank you for still making this 45-year-old feel that I can still feel bullied and humiliated at 160 pounds! I am sure someone else will want to moo when I walk by them.

As soon as I called I told the representative I did not want to spend all night on the phone. I kid you not, it took over 5 minutes just for her to get my credit card number and expiration date. She asked multiple times if it was a MasterCard and MULTIPLE times I said it is a Visa. She then couldn't apply correctly the discount code I had for this item. I asked to speak to a supervisor. This was after 30 minutes on the phone, and I made it very clear I did not want to spend a lot of time on the phone, IN ADDITION to the multiple nights I spent on the computer trying to buy this item.

I was transferred from Samantha to Veronica (the ID she gave me is **). Veronica was extremely rude and unprofessional. She refused to apply the credit I had to the price of the item, instead to the price after my Kohl's Cash, a price difference of $5. While it is not a lot, she INSISTED the discount is NEVER applied to the price of the item. The original discount code I had apparently was only good until a certain time that day and would not be accepted by the time I was speaking with Veronica. There was another one I found, but was not as good. If your website would have worked any of the previous times I tried, the original and better discount code would have worked. With the not-as-great of a discount code, I told Veronica I was looking directly at my computer screen and it is applied to the price of the item. She said it is not applied that way.

I spent 45 minutes on the phone and got NO WHERE! I told Veronica (**) I would just try again online as it was cheaper than ordering with her and I thanked her for wasting 45 minutes of my time. She replied in a very sarcastic voice and I'm sure a smile on her face, "Thank you for continuing to shop at Kohl's." That is the last $18 you will receive. I, nor anyone else in my family will be shopping with Kohl's again. I include my family based upon an in-store experience and the way my Grandmother was treated after spending a couple hundred dollars. Your customer service is consistently awful and there are too many other retail options for me to continue to spend money with you. Be sure to thank your associates Veronica (**) and Samantha for that.

Note: I've been a Kohl's customer for years and that's not the way it used to work. The charge back only occurred in the past if you went ahead and used the full amount of Kohl's cash (it makes it impossible to break up) before making the return. If you did the return beforehand (and I made sure to do that today), you were just told that your Kohl's cash had been correspondingly reduced. But today I was told they don't reduce the Kohl's cash. Instead they charge your for it in full even if you didn't use it!!!

My mother came up to visit the next day, and we went to the nearest Kohl's store. A manager was immediately called when we told the service girl our story. He asked us who we spoke to at the original Kohl's store. Long story, short, he made several phone calls to the original store. When he asked my manager what the name of the girl was at the other store, my mom replied, "Cindy." After several attempts to figure out who this person was, and many descriptions rendered to the manager, he finally hung up the phone and said there was no Cindy. He then said, "There is a Cynthia." My mom said, "Yes that's it, I spoke to Cynthia." The manager then said, "Well, you said it was Cindy." He actually tried to argue with my mother, and prove she was lying because she got the name wrong. He even took a step towards her to look down on her in an intimidating fashion.

I then stepped in and asked him why it was so important if it was Cindy or Cynthia. He said it was important because he needed to know exactly who she spoke to. I told him that his name (Noman) could easily be mistaken for Norman, and that his boss would know who I meant if I said I spoke to Norman. He had nothing to say, other than he wasn't sure my mother had the right story. I asked him what he could do for me, and he slammed the receipt down on the microwave and said I could go back to the original store. He then said, "I would have given you the money back if you hadn't been so rude to me." Obviously, not a great business decision, nor was it the right thing to do from a customer service standpoint.

My mother ended up going back to the original store the next day, in which they had to call a Loss Prevention person, who then went in the back with the manager. My mom waited in the customer service area, without any sort of acknowledgement from management or staff. She was there fifteen minutes before someone else came out, and asked for her receipt and credit card. She was then given the refund, without so much as a peep from the associate. What a joke. We got the money back, but not without hassle. Best part: The back of the receipt states "Hassle Free" returns, where you can return "any item, at any time, at any place, for any reason, no questions asked." Clearly.