Kohl's Customer Service

[jarm]

Has anyone ever had to contact Kohl's customer service? What was the outcome? TIA!

[boilermaker]

I've dealt with Kohls CS at the store several times. I've always been very pleased with the outcome and the manner of the people. And 2 of the incidents were rather unusual.

[jarm]

I sent an email almost a month ago to the Kohl's Corporation CS. Received a response that the executive team would get back to me within five business days and it's been at least 15. I'm starting to get a little ticked.

[Lizard]

I had to contact them about a year ago. I signed up for a Kohl's charge finally, and did so at the little machine at the Kohl's register. It automatically signed me up for their stupid credit card payment insurance so on my next statement I was charged 4.95 or something. I sent an email to their Customer Service, and it was resolved within a couple days. They removed the insurance, plus they refunded me the charge. So overall, good experience.

[Happy1]

In store, it's been fabulous. Over the phone however sucks. I've had a few issues with my Kohl's card (they didn't send me a new one when my old one expired, I don't get the notices of discounts that I used to and I should be, etc.) and I rarely get any action taken. They did of course send me the new card but that's about as far as I've gotten. However, if I deal in store I get better service than I ever would expect.

I think they must have their people take tests and the ones who pass get placed in store and the ones who flunk get placed on the phone service.

Nikki :D

[Chimichanga]

I dealt with their phone CS when I got married and cancelled the card in my maiden name. Five years later I'm still getting stuff to my maiden name. :rolleyes: It was a pleasant experience, but obviously it didn't "take".

In store, however, their people have always been great. I returned something and the lady figured out the way for me to get the biggest amount back on a refund - I thought that was nice.

[mgrace]

In store they are great, as everyone has said. Phone? Not so much.

[jenjunum]

My mom went back to the store because one of the items she bought never got in the bag. Obviously there wasn't any way she could prove it but they replaced it without any hassle. It was only about $5 or $6 item (a baby sweatshirt). They were very pleasant. Never dealt with them on the phone/internet.

[jarm]

Here's the reason I was asking.

I took my 4 yo to our local Kohl's. She had a gift card from Christmas. She asked me if she could keep the card. I simply asked the cashier and she said no. My DD started crying. I was willing to let it go as I had already explained to her that sometimes stores need to keep them. In any event, the cashier called a manager to just make sure she couldn't keep it. When the manager didn't call back, she paged her again. The cashier behind her had asked what was going on. My cashier explained what she was trying to do and the other cashier said, "Well that little girl needs to learn she can't have everything." That wasn't her place to even say anything.

I got angry, called the manager later when it took full effect what she had said. But in sharing my story with family, they questioned why she couldn't keep the card because if she had used it online, she would've gotten to keep it.

I sent an email giving praise to the manager who was very nice and the cashier who was trying to go out of the way to help a little girl who was experiencing gift cards for herself for the first time. In addition to that, I also discussed the cashier and the rude comment. I also raised the question as to why corporate needed the gift cards back.

I got an email back almost a week later stating that someone from the executive team would get back to me. I hadn't heard anything for nearly three weeks. That's when I posted this. I was quite peeved at Kohl's, but now that I got a response from my "Where's my response" email, I'm not as angry as I was.

[Happy1]

I'm really surprised they wouldn't let you keep the gift card. I would assume it would have a zero balance on it so what's the big deal? I have heard other Kohls stores ask if the person wanted the gift card back. Usually the customer declines but the cashier still asks. Very odd. Especially since in your case, it's not like you were trying to be difficult (like you stated, you had explained to your daughter the situation). Your original cashier probably was just following whatever rule book they were given and didn't realize that the rules can change now and then but that other cashier was out of line saying what she did! (about your daughter having to learn she can't have everything)

Nikki :D