142 reviews for Kohl's are not recommended

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B C.

Montana

1 review

0 helpful votes

Horrible company--avoid kohls.com

March 10, 2017

Kohls.com has no concept of how to properly do online mail order. I have had nothing but negative experiences with them recently on several orders, two quite large, I placed recently. They really should shut down their ordering business until/unless they learn how to handle ordering appropriately, following companies like Amazon, for example.

Among the problems I had most recently is one where two items out of a fairly sizable order (around 20 different items) were not shipped. The enclosed invoices in two of the partial ordersthe 20 items were shipped in 6-8 separate mailings for some reason (suggesting to me that perhaps they ship from their multiple stores around the country, not a central warehouse)showed bills for two items I had not ordered and in fact did not receive.

On the latter, when I called, at least kohls.com confirmed I was only billed the full amount for what I ordered, not for what the enclosed invoices showed, items that were not shipped. Why on earth does Kohls do that in the first place? They really need to clean up their shipping invoices.

Howeverand more importantlyI did not receive two items I DID order. And two items that I WAS charged $50+ for, as my credit card statement clearly showed.

So I called kohls.com and asked them to ship the two missing items. They said they could issue me in-store credit (I live several hours from the nearest store) or if I wanted the missing items shipped, I would have to pay for them again (I already had paid for them!) and pay the $8.95 shipping. That is beyond bizarreI already paid for them but to receive them I have to pay for them twice? That obviously makes no sense and surely is illegal as well, so I asked to talk to a supervisor who told me the same thing.

I tried contacting support online and also got the same ridiculous responses.

Note clearly the items were in-stock or several representatives, including supervisors, would not have said they could ship them to me if Id pay for them again.

In the meantime, I had gotten a mailed thank you card signed, supposedly, by the president and CEO of Kohls, Kevin Mandell. The card says, Customers like you are the reason we work so hard to deliver the great shopping experience, products and value that you deserve.

HUH? What great shopping experience that [I] deserve? Ripping me off on two items, expecting me to pay for them twice?

So I searched online and found the email address for Mr. Mandell and sent him an email. The same day I got a reply from Joni, identified as ACE Sr. Executive Correspondence Advisor, Office of the President. After several rounds of email and phone tag with her, she again asked for my name, email address, and phone #all three of which I had given her earlierand said shed process a refund for me.

She too claimed she cannot have the items shipped to methe items I have been billed for! I replied to her that she certainly can. She can place the order herself, charge it to the CEOs credit card if need be, and send me the missing $50 items. I have not had a response from her on that yet.

Of course any company that understands mail order, whether amazon.com or any of many, many others I frequently order online from, would have instantly sent me the two missing items with an apology. Not Kohls, however.

Well, at this point Joni has refunded a whopping $12+ to my credit card and given me $15+ in ridiculous Kohls Cashwhen I had paid by credit card for more than the $50+ owed to me for the missing items. So $27 out of the $50shorting me still $23 if one includes the Kohls Cash, shorting me $38 if I exclude that (which of course can only be used on their products and only for a very limited time period, and if I cant get to the distant closest store, I have to pay more than half of that amount again for shippinganother $8.95).

That obviously is not acceptable. I have not heard back from her after I told her again to send me the missing items, but I believe shes been out of the office for a couple days. Ill update this review IF anything improves with kohls.com, but with the horrible experience so far even from the Office of the President, I am not holding my breath.

In my experience, kohls.com is a total disaster, including up to the top of the organization. I will be avoiding them and warn others to be prepared if you try doing business with them.

Update:

Besides other very questionable (at best) practices, Kohl's apparently prices items very arbitrarily, trying to see if they can lure in gullible consumers, perhaps. Specifically, I ordered a $12.60 set of earrings, on sale from a regular price (they claimed) of $15.75. And a $27 ring on sale from a regular price of $35. Neither item was shipped to me although my credit card was charged the entire amount. I called customer report, talked to several supervisors there, and even contacted the Office of the President. All said they could not refund the cash I paid (just give me most of the refund in their Kohl's Cash which is worthless to me, several hours from any of their stores and their minimum shipping charge is $8.95). They said I had to reorder the items. I went online and found the "regular priced" $15.75 earrings are now listed as $45 and the "regular priced" $35 ring shows as $100! Almost a four-fold increase from the sale price to the current price, and roughly a three-fold increase from the supposed very recent "regular price" to the "regular price" this week. Something doesn't smell right. Are Kohl's business practices legal? I certainly don't find them ethical.