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Unpleasant Shopping Experience at Kohl's

Posted Fri May 2, 2008 12:00 pm, by . written to Kohl's Department Stores

Write a Letter to this Company

Today I took my Mom {who is 86 yrs.old} to your Mentor, Ohio location to shop. We were able to use one of the store's wheelchairs to get her around the store. My complaint is that the aisles aren't wide enough to navigate a wheelchair through them. The pathways were so narrow that articles of clothing became tangled and fell off the racks whereupon we were driving over them!!! As if this weren't bad enough, there were hangers strewn around and the dressing rooms had been left untidied so long that there were no hooks left to hang up her items to try.

The time frame at customer service was 20 min. Unsatisfactory! Lots {4 or 5 people in line} and only one clerk. Chairs were provided, but over in an area where we would have lost our place in line had I gone there. I was trying to find an item by having the girl call another store--they had HER on hold for another 5 min.and when she wasn't able to locate it there she didn't even offer to order it for me. I had to do that myself, just now. I was ready to cut up my charge and never come back after such a troublesome experience!

It would occur to me that if you are going to provide a wheelchair for customers who need it, then the onus is on you to be aware of the necessary width clearance needed to roll up and down the aisles--you know--I couldn't even get down the lingerie aisle at all, it was so narrow!!!

As for my other complaints; the time waiting in lines with nowhere to sit, and after waiting all that time, not being taken care of in a helpful and considerate manner is poor.

Again--the responsibility is on your training staff to educate your help in ways to be of the most helpful AND successful service. Kohl's isn't what I would call customer oriented OR user friendly under the current protocol for assisting people. I will think twice before shopping there, again.

Sincerely Disappointed,
Mrs. David P. M.


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by Maegan Z. Posted Thu July 17, 2008 @ 11:12 AM

Correct me if I'm wrong, but doesn't the Americans with Disabilities
Act REQUIRE that aisles and space between racks be of a certain
distance? Easier said than done I'm sure in a store with a lot of
merchandise, but still. My mother always needed a wheelchair or cart
when we went shopping, and it was always a source of frustration when
businesses weren't accessible.

by fishbjc Posted Wed May 7, 2008 @ 11:40 AM

It's Kohl's policy to call for back-up whenever there are more than
two people in line. This should have been brought to the
manager-on-dutys attention. It's not the job of the Kohl's associate
to order online, it's the consumers. We do NOT have online access.

It's also store policy to clean each fitting room on a 30 minute
cycle. Unfortunately, people take ZERO responsibility for themselves
by not returning the items to the racks, which are provided...outside
the fitting rooms. The associates are very busy; floor associates are
required to ring purchases when back-up is called, take customer calls
in addition to servicing the floor.

I agree that aisles are narrow. If you were looking for a
full-service store, try Bloomingdales. Kohl's is able to keep their
prices low by maximizing floor space, it's a monetary decision.

You WERE taken care of at customer service. She called another store
for you. Five minutes isn't such a long time to wait while the
associate searched for your item. He or she had to search for your
merchandise and return to the phone. In the meantime, there was a
probably a customer who stopped her with a question.


Kohl's backup policy by shantiquarian Tue May 13, 2008 @ 2:11 AM
by sirwilliam78 Posted Tue May 6, 2008 @ 10:26 AM

Mrs. David P. M.

I am new to this site and was just looking at some of the complaints
submitted. I came across yours b chance. I work for Kohls in their
Wisconsin Call Center. I actually work in the collections area but
have heard of similar complaints. I apologize for your bad experience
and just wanted to let you know that Kohls is very concern about
customer feedback. If you call the customer service dept they may be
able to offer you a savings coupon of 10 to 15%. I know this is not
much but I would like you to receive something for your troubles.



Upset with Kohls Collection Department by Chuck S. Fri May 15, 2009 @ 5:20 PM

by dulynoted Posted Sat May 3, 2008 @ 5:36 PM

The best store for wheel chair accessibility is Walmart believe it or
not...they have enough room between all of their aisles to get
through, even the clothes aisles.
All stores are supposed to maintain an aisle wide enough for a
wheelchair to get through but most do not enforce it. They want the
most merchansdise out on the floor for customers.


I wonder if it's to accommodate by Steve-OH Sun May 4, 2008 @ 5:07 PM
by Evil N Posted Fri May 2, 2008 @ 5:51 PM

Not only is Kohl's bad for their space, but so is Target in their
clothing section. Have you ever tried to fit a buggy and navigate it
through their 'maze' let alone a wheelchair? Stores like this need to
accomodate not only buggies in their aisles, but especially in this
case for a wheelchair!!!


by MA Cunningham Posted Fri May 2, 2008 @ 3:50 PM

The situation isnt much better on the Westside, I'm afraid!

I was at Westgate (Fairview Pk) about a month ago. I tried on a few
outfits in the fitting rooms which were equally messy, and then found
one dress I really liked, but the size I normally wear was much too
tight on me.

So I set out looking for the same dress in a size bigger. When I
finally flagged someone down to help me, she immediately tells me "It
doesn't come in that size." When I pointed out that other styles of
this dress hanging on the same display did come in that size (and
showed her one) she reluctantly agreed to check the back stock. None
there, but her inventory gun showed some at the Parma store.

The associate called the Parma store to have them locate it and put it
on hold for me. Total time on hold and waiting for them to find the
dress - 25 minutes!

The one thing I will give them is that one of my items rung up higher
than the posted sign had shown. I brought this up and she said that
didnt sound right to her - unless it was a leftover sign from the
"Early Bird" sale. I offered to go get the sign, but she said she
would just give me the discount.

I hate to say, but Macy's and Dillard's arent much better in terms of
these problems. Hopefully they will take this as a wake up call.


It may or may not be a long wait... by fishbjc Wed May 7, 2008 @ 12:02 PM

by RedheadwGlasses Posted Fri May 2, 2008 @ 1:22 PM

I was raised to, at the very least, take the clothes out of the
dressing room and hang them up at the appointed area for someone to
put away. If I can, I return the items to the place where I found
them. It's kind of a chore, but at least I'm not adding to the pile
of clothes--clothes that can get damaged by leaving them in dressing


Red.... by Beeracuda Fri May 2, 2008 @ 9:08 PM

MANY shoppers leave the clothes in the room by RedheadwGlasses Fri May 2, 2008 @ 9:19 PM

I was just in Kohl's tonight... by ams1001 Fri May 2, 2008 @ 10:10 PM

I never leave clothes in the dressing room by ♪♪Venice♪♪ Fri May 2, 2008 @ 10:50 PM

Not just the women trashing the fitting rooms...and other issues. by Marty5223 Sat May 3, 2008 @ 1:18 PM

Thanks for the tip, Marty by ♪♪Venice♪♪ Sat May 3, 2008 @ 5:38 PM

You don't know the HALF of it. by fishbjc Wed May 7, 2008 @ 11:59 AM

You got that right.. by Harleycat (aka Usual Suspect #2) Sun May 4, 2008 @ 11:24 AM

hmm by Angelic Princess:) Sun May 4, 2008 @ 7:13 PM
by Marty5223 Posted Fri May 2, 2008 @ 12:17 PM

Stores like Kohl's sort of have a NO WIN situation. They try to crame
every square inch of space with merchandise to get the most out of
profit per square foot.

They also rather have your size in stock out on the floor than not
have it.

I was a manager of a very similar operation retail store. I use to
push the racks back and try to assist someone in a wheel chair as much
as possible.
IN a perfect world retail has at minimum 36 inches between all racks.
Buyers and corporate rarely give the stores just enough racks or
merchandise to cause that to be a reality. At some points Holidays the
main aisle can even not maintain these standards.

Kohl's use to have one manequin in a wheel chair in every store. They
were the only company that tried to make their handicap customers feel
welcome. I don't think they do that any longer with the manequin.

Kohl's must keep their square foot profits at a high minimum to keep
those great prices they offer us

As far as cashiers...it is similar to comments that were made on
Aldi's. You sort of know / expect that you will not get the quickest
check out when going tho their store, but do know your leaving with a
bag full of good values.

As far as fitting rooms...customers can be pigs. They think it is the
limited staffs jobs to clean up after them. Most depts. do good to
have one person stocking, picking up and running that register and
promoting their credit card at the same time.

As far as you having someone calling another store. It was nice they
did that for you. My store was forbidden from doing this. We simply
did not have the staff and new the store we were calling would not
have it either. That person making that call for you could of been
running another register and help with that wait you complained about.

Ever single thing is looked at in these retails stores to make a
minimal profit and keep the doors open!

by Angelic Princess:) Posted Fri May 2, 2008 @ 11:57 AM

In my store, half the isles aren't even wide enough for the carts they
have, let alone the wheelchairs. I know this has NOTHING to do with
your letter, but I must mention it. Last night, I was at Kohls in the
dressing rooms. There was at least 10 pieces of clothes hanging on the
hanger knob when I got in there. So I'm changing and trying on some
dresses, when I hear a knock on the door and someone says "Is there a
peach colored sweater in there?" I fish it out of the pile and ask if
its the one, and she says "yes thank you". Well I SHOULD have said
"you shouldn't have left your unwanted clothes in here" But I didn't
want to start a fight or anything. Lesson? DON'T LEAVE UNWANTED


by BellaSera Posted Fri May 2, 2008 @ 11:52 AM

As Melissa noted before, they are in the process of remodeling.
However, my local Kohls was recently remodeled, and I don't think the
aisles are much better. It's hard to navigate with just me; I can
imagine it's even worse with a wheelchair.

I'm curious as to what time of the day you went. Having worked at the
service desk at Kohls, I know there is usually at least two people
staffed, unless it's an hour before closing.

Also having worked at Kohls, I know that during non-peak times a lot
of managers will either let staff go home early or will maintain a
light staffing schedule to save money. That's why the dressing rooms
often go unattended.

I'm not disagreeing with your letter; I think your points are all
valid. I'm just offering another perspective from someone who worked

But I don't think Kohls offers shipping items to the store for
customer pickup. I don't remember ever having to do that when I worked
there. I know they will call another store for you and that store will
hold the item if they have it.


Ours too.. by Harleycat (aka Usual Suspect #2) Fri May 2, 2008 @ 1:33 PM

Transfers by fishbjc Wed May 7, 2008 @ 12:08 PM

by Donno Posted Fri May 2, 2008 @ 11:09 AM

You wrote a good letter. I only had my mom into a department store a
few times in her wheelchair, and it was as you describe.

Unfortunately, I don't think most retailers take handicapped people
into account at all when laying out the store. Oh, they may provide a
wheelchair and handicapped access (because it's required by law), but
that is where it ends.

Stores such as Kohl's pack as much merchandise as possible into the
store. Only if a law required true handicapped access to the entire
store will this change, in my opinion. It is a matter of economics to
the retailer.

As far as wait times for customer service, Kohl's is below average in
this regard. The employees are friendly and helpful once you get to
them, *generally*. The last time I was there, I asked a CSR if the
store carried gloves. She looked around, spotted a person 20 feet
away in the men's department, and said "ask her, she'll know." I
looked at the person referenced and instantly realized it was a
shopper, not an employee.

In short, I'm doubtful you'll find changes of the kind you are hoping
for at Kohl's. It is good that you gave them feedback though. They
need to know.


by SuzieCat Posted Fri May 2, 2008 @ 9:47 AM

It's very well written and gives plenty of details as well as
suggestions to correct the issues.

I agree with you on the width of aisles; there was another letter here
recently on the same subject. I really think stores need to be more
aware of their wheelchair bound custoners as well as those who use

In my local target, you cant even get a cart around the aisles in the
cloths areas, and can barely fit two carts passing each other down the
rest of the aisles. It is obvious this was intentional, as the store
was just remodeled.


Sounds like someone goofed by RedheadwGlasses Fri May 2, 2008 @ 1:23 PM

The new design is HORRIBLE by SuzieCat Fri May 2, 2008 @ 2:00 PM

Which store is this? by RedheadwGlasses Fri May 2, 2008 @ 8:46 PM

no problem by SuzieCat Fri May 2, 2008 @ 8:51 PM

by Quasi_Mondo Posted Fri May 2, 2008 @ 9:47 AM

I love Kohl's, but I can see how someone in a wheelchair or crutches
or just with general limited mobility would have an issue moving
Just walking normally, I have to squeeze past most of the clothing
racks as it is.
Glad to hear they're trying to make the floor layout more accessible.


by Melissa S. Posted Fri May 2, 2008 @ 9:04 AM

I see what you mean about staffing issues - they never seem to have
enough staff to keep up with the volume of customers. Rarely do I see
an employee floating around (especially in the clothes dept). This is
an issue that they should constantly evaluate to ensure that the
appropriate amount of staff is on duty.

I was reading on wikipedia (i dont know why i was reading the kohls
page by the way) that they are in the process of rearranging the way
the store is set up.

From the Wikipedia page:
"As of January, 2008. Kohl's is currently remodeling 29 stores, making
them cleaner and more organized. This includes new registers and
counters, cleaner dressing rooms, wood floors, expanded walkways, new
carpet, newly painted walls, new shoe shelves, home departments and
more stock availabilty. Kohl's hopes to have those 29 stores finished
by May. The company plans to increase store renovations in 2008"

Hopefully the plans will address the issues that you describe.


Store Associates by fishbjc Wed May 7, 2008 @ 11:49 AM

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