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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

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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

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

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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by dulynoted (aka duttycalls) Posted Sat April 10, 2010 @ 3:20 PM

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

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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by Just Simply Bella Sera Posted Sat April 3, 2010 @ 7:56 AM

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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OMG by RedheadwGlasses Sat April 3, 2010 @ 9:51 AM


Why? by SiotehCat Sat April 3, 2010 @ 12:10 PM


Actually, she did know how old they were. by Just Simply Bella Sera Sat April 3, 2010 @ 8:19 PM


There were receipts, which would have the DATE of purchase by RedheadwGlasses Sun April 4, 2010 @ 10:24 AM

I agree by Michelle O. Sun April 4, 2010 @ 1:56 PM


Same here, MIchelle by RedheadwGlasses Sun April 4, 2010 @ 3:03 PM


Interesting... by SiotehCat Sun April 4, 2010 @ 7:16 PM

even if she did need the money by Michelle O. Mon April 5, 2010 @ 12:14 AM


o.o by SiotehCat Mon April 5, 2010 @ 6:25 AM

no kidding by Michelle O. Mon April 5, 2010 @ 8:37 AM


This is one of the few times I disagree with you. by Just Simply Bella Sera Tue April 6, 2010 @ 7:26 AM

Kohls by Michelle O. Tue April 6, 2010 @ 8:18 AM


??? by RedheadwGlasses Mon April 5, 2010 @ 1:01 PM


o.o by SiotehCat Mon April 5, 2010 @ 4:07 PM


I dont find it tacky at all, i believe that there are no "stupid questions". perhaps she is not as socially adept as you are, that does not lower her class. people cannot be expected to know everything. by Chadg Mon April 5, 2010 @ 4:50 PM

There are some by Batman Mon April 5, 2010 @ 5:51 PM


But how many people really do what this woman did? by Just Simply Bella Sera Tue April 6, 2010 @ 7:14 AM

Thankfully Not by Batman Mon April 19, 2010 @ 1:50 PM

by Donno Posted Fri April 2, 2010 @ 10:57 PM

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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Re: Kohl's Exchange Policy by Nate. Fri April 2, 2010 @ 8:50 AM


Awesome by RedheadwGlasses Fri April 2, 2010 @ 5:20 PM


I've heard that commercial - I might have to take them up on it! by ams1001 Sun April 11, 2010 @ 10:21 AM
by ilikeit Posted Wed April 4, 2012 @ 4:00 PM

No store should let you return a worn item if it's not defective & I
mean defective after 1 or 2 uses, not after wearing it for 2 years &
it looks like it has been worn everyday. Some of these people I just
don't understand. I was in a Kohl's store doing a return & a customer
in front wanted to exchange a son's Nike shoes, that were still on his
feet, because they were defective. Those shoes looked like he had
them forever & wore them everyday. You can't expect to wear sport
shoes everyday & have them last for years...Kohl's is just teaching
people the wrong thing & more & more people are learning to abuse
their return/exchange policy. That's why the honest people are paying
for it when they make new purchases. The prices of their private &
exclusive labels have increased atleast 50% from last year. Their
quality of merchandise has dropped 100%. You can find better quality
merchandise @ Walmart, even Kmart. Their shoes & handbag quality is
the worst. They sell handbags regular price $149, even on clearance &
their coupon discounts you'll pay $50 or more & it's not even leather,
just cheap vinyl or what ever they may call it the material. You can
get cute & fashionable handbags made of leather @ JCPenney for
$30-$40. I refuse to buy shoes there any more for the same reason,
they're beginning to look like they belong in the Dollar stores, those
faux stacked heels look really cheap!!!

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by franese Posted Thu April 1, 2010 @ 1:15 PM

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 RedheadwGlasses Posted Thu April 1, 2010 @ 12:39 PM

I love Kohl's!

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by NathanG Posted Thu April 1, 2010 @ 11:56 AM

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.

Reply

by Bill R. Posted Thu April 1, 2010 @ 11:28 AM

Len P.,
Excellent letter.
BillR.

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