Kohls really set me off this time...

Forgive me if I ramble a bit...
But, I am rather frustrated with Kohls and wanted to let you know about it...

I saw that there were GREAT deals on the KOHLS website over Black Friday/ Cyber Monday Weekend... Not to mention, Free Shipping on ALL orders...
So, I placed an order that came to be a little over $100.
That also meant that I would receive $30 in Kohls Cash. ($15 for every $50 spent)
I ordered and then realized that the Kohls cash was valid AFTER discount total..
My total came to $91 after discount... So.....................
I was $9 off on getting the other $15.
I IMMEDIATELY called Kohls to see if I could add an item to make it up to $100.
(One of the items I had originally ordered was on sale for $10, so I could get another gift marked off of my list... and still end up with the kohls cash!)
No answer, it was 11:01, so I was 1 minute past customer service closing.
I called the next morning...
I spoke with a Customer Service Representative that was super nice...
She was great and explained that I could CANCEL the whole order... Then she would reorder it combine it to give me the over $100 total...
She placed me on hold. She came back on the phone and said due to the amount of call volume, the computer systems were slow and it would be easier to just add the last item as a separate order and she would note the issue and get them to honor the Kohls cash. She asked if that was okay. I said whatever was easiest for her... (While still getting me the Kohls cash) would be great...
After an hour and a half on the phone... I was a very satisfied customer!
So happy that I tweeted about the outstanding customer service.

Well, Saturday, I realize I still did not have my Kohls cash from the last transaction... and they expired on the 5th.
So, I called... spoke to some one in Customer Service... (not nearly as friendly as the lady I spoke to the first day.)
She basically said NO, that she wasn't sure why I was told that, but I would not get it...
I asked to speak to a supervisor.
After another wait, I spoke with a supervisor.
I explained the situation and he said No. They would not honor it...
I explained that I was put off that I was told it would be honored and I would get the Kohls Cash... From him - no.
I pointed out that I knew it was "only $15" but that $15 adds up when you have 4 kids to buy for... He agreed, but was not budging...
I then pointed out that not only did I not get the $15 Kohls cash, I was also charged almost $14 for the item that was supposed to be honored at the sale price and was to only be almost $11. Noting that why would I buy a $14 item for the $15 KC, only a dollar profit? No... The $11 for $15 would give me only $4, but also a great gift at $10.
Still no. I asked if I could mail it back... If I did, I had to pay shipping, so he told me to take it to the local Kohls store...
I then said it was sad that I would not get what I was told I would get. Pointing out the over a hour and a half I spent trying to correct this the first time...
Still not budging. To end it, I pointed out that not only did he lose a Kohls customer, as I will never shop there again... I was also going to share my frustration with my over 1400 twitter followers.. (I did sing your praises the first time, I need to let them know it was a lie.) I was also going to share my frustration with my over 1100 blog followers...

So, that leads me to today...

I take my almost $14 item back... WITH RECEIPT.
They try to only give me the almost $11. No, I paid $14, I want the $14...
Well, it is only scanning for $11. I showed TWO different receipts... BOTH showed it was almost $14. No, only the $11 is being scanned... At this point, I am livid and I am making a statement...
( I am not being Rude, just adamant.) She calls the manager to ask what to do..
Manager tells her to scan my C.C. to see what it shows... SURE ENOUGH... It shows the $14 that I had documented PROOF of the whole time.

Bottom line, I FINALLY got the original amount I was owed back, I then turned around to use my Kohls cash...
As I was not losing more money in all of this... This was "free money" and I was spending it!
I got a few items... Ended up having $2.93 left over.
I gave the almost $3 to a random lady that was checking out...
Yes, only $2.93, but that lady was appreciative and gave me a big THANK YOU SO MUCH and a smile that made up for the day...
I know money adds up and it was proved by that lady as well....

I had really planned on shopping at Kohls STORE for more Christmas (as we are just now starting our shopping...) but, after this... I would rather give my money to another store that seems more fair.

Have you ever had any type of similar experience? Do you still shop there, or because of principle, is it one you no longer go to?
Yes, I know that it really isn't much... BUT, as I said... $15 adds up... and let's be honest here... It is more about the principle of it all than anything!

Comments

  1. Boy, you must have had a bad time because you hardly ever rant and rave!

    ReplyDelete
  2. Sorry you had to go through all that! While their Kohl's cash is nice, it is such a pain when you have to return something! I spent 30 minutes in customer service trying to return a bunch of stuff I bought, which I earned Kohl's cash for, which I hadn't spent and was not expired yet. Long story short, the amount they were trying to refund me did NOT match what I paid and she couldn't explain why so the manager came to try and figure out it. It turned out, the cashier forgot to scan one of my return items. Lesson from all this? Make sure YOU check that EVERY item is scanned!!

    I think they should have honored your transaction. It wasn't your fault that you were told one thing by THEIR employee.

    ReplyDelete
  3. Sorry you had to go through that. We've had some bad customer-service experiences, but I don't think we've ever had a problem with Kohls.

    Love that you turned it into a way to bless someone else! :)

    ReplyDelete
  4. It doesn't make sense. I still don't get why they didn't keep their word.

    ReplyDelete
  5. I too am not happy with Kohls, but for a different reason.

    We bought the 4 container crock pot, got it home the day before Thanksgiving and it was dented.

    We had to drive it back after Thanksgiving and they exchanged it. I wanted it checked to see if that was broken but they really didn't want to do that.... so we took it home. Sure enough... it was broken. One of the crocks was in little pieces.

    My Hubs drove it back and MADE THEM CHECK THE NEW ONE. It was broken too. They ended up piecing one together to make a good one but do you know how much gas money we spent running clear over to Ohio from Pennsylvania? I know it was a lot.

    ReplyDelete
  6. That's absolutely nuts! It actually doesn't make sense to me because I worked there a few years ago and I was floored by how they bent over backwards for their customers, like waaaaaaaaaaaay too much, so I wonder if they've changed their policies since then. Sorry it happened!

    ReplyDelete
  7. That is terrible. I know the holidays are beyond hectic for stores, but if they promise they need to deliver. I wonder why they had to make such an issue of it. It's not like it would have cost them very much to honor the promise one of their associates made to you.

    ReplyDelete

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