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 Kohl's Exchange Policy
Posted Thu April 1, 2010 11:18 am, by Len P. written to Kohl's Department Stores
Write a Letter to this Company
I purchased an inexpensive Timex watch nearly two years ago from Kohls. It stopped running and a new battery didn't fix it. I decided to return it to Timex for service and while reading the Timex returns and warranty information I found that the retailer may have prepaid return mailers for repair services. I went to Kohls to get a mailer and was told they had none, but, if I could bring in the watch, my Kohls card and maybe the SKU, they would see what could be done. I returned the next day with the information. The salesperson required assistance from a manager and after some computer searching they decided to replace the watch with a current model. The replacement was nearly identical but a few dollars more than the older watch. I offered to pay the difference but they declined the offer and made an even exchange.
I defy any retailer to beat that service!
The entire experience was amazing and made me a more frequent Kohl's buyer. I often read of issues with customer returns and sometimes feel the customer is in error to expect too much, has a bad attitude or makes unrealistic demands. Being honest and reasonable, treating the salesperson with respect rather than an enemy, will in most cases resolve the problem. Warranties are usually product policy and store policy can be different.
If the store offers a return policy, say 30 days they can require you to go back to the manufacturer for service after that period. If they offer any additional service beyond that it is customer service, a good will gesture, free to you, and you should appreciate it rather than act like it is an entitlement!
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by Daniela E. Posted Tue April 20, 2010 @ 12:36 AM
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I wish there was a "like" button.
Yay for Kohls!
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by R.E.D Posted Mon April 12, 2010 @ 10:33 PM
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You are the customer that every retail worker hopes and prays for!
Thank you, on behalf of all of us, for being such an awesome
customer... you are the reason we like our jobs!
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Kohl's is excellent with their customer service - especially on
returns/exchanges. They want to keep you happy and coming back.
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by J E. Posted Mon April 5, 2010 @ 6:43 PM
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I don't shop much but I do shop at Kohls (Target is my other store)
because it still has a friendly atmosphere. The customers do seem more
relaxed there. Maybe it is the exchange policy that instills
confidence in the store that I am noticing.
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I've told this story on PFB before, but here it is again.
I used to work at Kohls, at the service desk. One night I came in for
my shift, and there were baskets of clothes - unworn and with tags -
off to the side of the desk. I found out that a customer's mother had
recently died, she cleaned out the mom's closets, and found these
clothes. Most had receipts with them, and all of them were at least 10
years old, some as old as 15 years. Kohls took EVERYTHING back. (The
entire return took over two hours.)
No other place would've done this....and that's fine. I respect a
store's right to make whatever policy they feel is necessary (even if
I disagree with it). But I don't think any other store can beat Kohls
when it comes to returns.
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That customer has to be among the tackiest, most clueless people on
the planet.
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by Batman Posted Mon April 5, 2010 @ 5:51 PM
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retailers, Costco, Sam's Club, and apparently Kohl's.
I admire that policy; but, at the same time, I do feel people take
advantage. (Like the person who bought a cake from Costco, and
returned a small piece. Free cake anyone?).
Btw, it's actions like that that will change policies, and fast.
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by Donno Posted Fri April 2, 2010 @ 10:57 PM
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I have used their returns department, and those people were totally
accommodating and friendly.
Now the customer service elsewhere in the store, on my visits, pretty
much sucked.
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by franese Posted Thu April 1, 2010 @ 1:15 PM
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I'm not a Kohl's fan (nothing to do with service, just my personal
opinion) but this is a great letter!
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by NathanG Posted Thu April 1, 2010 @ 11:56 AM
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Love it when a store goes above and beyond.
If I had to guess its because Timex has a lifetime warranty and they
can return it for a refund. So it was nice that they took the time to
do that and give you a new watch for free.
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