Kohl's has appalling customer service.
Posted Wed December 21, 2011 2:29 pm, by C Z. written to Kohl's Department Stores
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Kohl's has appalling customer service.
I have shopped at Kohl's and been a card member for years. Until a recent incident, I generally considered them to be a good company.
I do the majority of my Christmas shopping online, and some weeks back took advantage of a sale Kohl's was having in conjunction to using a card member's promotional coupon. As a result I was able to purchase many items at a substantsial discount. The order was processed December 10th and had "guaranteed" Christmas delivery.
My order 511550004 was broken up until several shipments with tracking numbers sent for each package. All but two of the packages were received in a timely manner. The other two have "disappeared".
Kohl's sent the two missing packages via a split delivery process using UPS and the United States Postal Service. The tracking number they provided brings up information that the packages "were released to my local post office" on 12/12. Unfortunately, after several hours on the phone with both UPS and USPS, I was told that the tracking number is invalid and the packages most likely "were never shipped."
In an effort to resolve the matter, I continued to spend an extended period of time on the phone discussing the situation with Kohl's representatives.
In my first conversation I was told repeatedly that nothing could be done as "delivery isn't guaranteed until December 27" even though Christmas delivery was promised at the time of purchase. I pursued the issue that I had been given a false tracking number and was then told that it wasn't an "actual" tracking number, just a reference and that the post office would call them with the "real" tracking number. This representative continued to tell me that the system was probably just not updated. (Despite the last update being 12/12)
Again, I reiterated the situation to the agent and yet again explained that the post office did not have these packages and that the tracking number they provided was inaccurate. This time I was put on hold. (For over 15 minutes)
When the agent returned, she said
"Actually. The post office lost your packages Ma'am"
I asked her how she knew this considering there was no tracking for the packages. She said she'd checked the number and nothing was coming up. I asked her why she used that number if it was just a "reference" number. Again, I was put on hold.
When the agent came back, she refused to answer my questions further. Instead she said that she'd just credit me back for the charges and place a new order that was "guaranteed" to arrive December 24th- despite someone having a delivery date of 12/27 for an order placed 12/10. I agreed. The agent then put me back on hold.
Now suddenly he items I ordered were "out of stock" and could not be re-ordered. I asked to speak with a manager. She told me she'd "try" and find one.
Next, I spoke with "the department manager" (Frank Danilo) who began the conversation by telling me that he was sorry but the agent was mistaken- I could not be credited for my purchase because "the due date of 12/27 had not passed" I spent another twenty minutes explaining to him that the packages in question did not even exist ordering to Kohl's tracking and the post office. He began to get rude then and actually said "these delays are to be expected at Christmas"
As to the packages being "lost", he said they had no idea of knowing that information. I asked him why his own agent had told me the packages were lost and he said. "I have no way of knowing why she said that". The conversation continued to get more ridiculous. The manager said all he could do is put in a report but that it would probably be deleted as the due date for shipping had not passed. I told him all I wanted was an accurate tracking number and to have an agent call me when they could provide that. He said he's put in a "request" for a phone call but that I'd probably get an email.
I have still not gotten an email or call. The tracking number still does not "exist" within postal records. I strongly believe that Kohl's either oversold products or did not want buyers to purchase them with additional discounts so created fictional shipments which would be "lost" and credited. If this is not the case, I do not understand why a tracking number or consistent information cannot be provided.
I would like to speak with someone who can provide this information to me and assist me in closing my Kohl's account.
I plan to post this story as many times as possible on various consumer sites until I receive an honest answer.
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