Got questions about Kohls? This is my Q & A thread, ask away!

[blackcatmomma]

Hello! My name is Brenda and I am an employee at Kohl's in NY state. I have created this thread for anyone that may have questions regarding Kohls policies or anything else Kohls related that you may need help with. Feel free to ask away, if I cannot answer a question myself , I promise to do my best to find an answer for you given a reasonable amount of time.

[Kdal29]

Hi Brenda, I love Kohl's. Thanks so much for making yourself available to us. Looking foward to this thread.

[blackcatmomma]

You are quite welcome Kdal29! I absolutely love Kohls so I am more than happy to help in any way that I can.

[sdasilva27]

Could you please help me? I've been shopping at kohls for a very long time, have MVP status, etc. I placed an online order on March 29 and used a 30% off code and free shipping code but didn't make the $50 to get kohls cash (this is probably extra info).

I got the order Thursday and but didn't open it until Friday. When I did, I noticed that the invoice said all 3 items were shipped, but there were only 2 in the box. I called the phone number on the invoice and the rep told me that he'd issue a credit to my kohl's card and then put a new order in and pay for it with the same card so I'd show a credit and debit for the same amount which would offset. Today, I've gotten several emails telling me that the rep was wrong and that I'd be issued a merchandise credit but then the new order would still be charged to my card. This in effect, seems like a trick and very unfair to me. I'm paying for the item twice on my card now and then have to wait 7-10 days for a merchandise credit that I can't use to pay my card balance?

I've had good experiences with kohls so far but everything had always gone as planned before. Very upset. I've replied at all the emails and just keep getting told that they understand why I'm upset but that's how it is! I'm ready to close my account with them completely.

[blackcatmomma]

Hi sdasilva27,

I have read your post and I will try to offer advice for your situation. Please do not take my advice as an official answer from Kohls, I operate on this thread in an unofficial capacity, just to try to help those in need.

I want to make sure that I understand your issue correctly, so I am now going to ask you a series of questions

You mentioned that you did not qualify for the $10 Kohls Cash when you placed your online order. Was your order placed during a Kohl's Cash earning period? If so, what was your subtotal before state tax?

Are they offering you the full value of what you paid for the missing item, or the current sale price? Is the missing item an online exclusive or something readily available in stores?

I am sure you have already done this, but I would check your invoice again just to make sure there is nothing denoting that the item was shipped separately or is on back order. I had a similar situation when ordering from a different company. My invoice showed that all items ordered were shipped but one item was missing from the package. It turned out that the missing item was shipped from a separate warehouse and it arrived 3 days later.

Could you please help me? I've been shopping at kohls for a very long time, have MVP status, etc. I placed an online order on March 29 and used a 30% off code and free shipping code but didn't make the $50 to get kohls cash (this is probably extra info).

I got the order Thursday and but didn't open it until Friday. When I did, I noticed that the invoice said all 3 items were shipped, but there were only 2 in the box. I called the phone number on the invoice and the rep told me that he'd issue a credit to my kohl's card and then put a new order in and pay for it with the same card so I'd show a credit and debit for the same amount which would offset. Today, I've gotten several emails telling me that the rep was wrong and that I'd be issued a merchandise credit but then the new order would still be charged to my card. This in effect, seems like a trick and very unfair to me. I'm paying for the item twice on my card now and then have to wait 7-10 days for a merchandise credit that I can't use to pay my card balance?

I've had good experiences with kohls so far but everything had always gone as planned before. Very upset. I've replied at all the emails and just keep getting told that they understand why I'm upset but that's how it is! I'm ready to close my account with them completely.

[sdasilva27]

My total was only $30 or so. I knew I wouldn't qualify for kohl's cash, just didn't know if it mattered.

They're offering me a merchandise credit of what I actually paid for the item and then put a new order in for it, adjusted the price to be what I paid but then are saying that I have to pay for it using my kohl's credit card.

I and 3 representatives have verified that the item isn't in a separate shipment.

I'm pretty sure I could take the item to the store here when it comes, have them refund it to my card and then purchase it with the merchandise credit. I just don't feel like I should have to do that (spend my time, gas, etc when it wasn't MY mistake).

Similar items are sold in stores but not this particular brand/design. But I need this one to match the rest of my bathroom.

[blackcatmomma]

I am not very familiar with the .com policy, but it does appear that the second set of reps are just following whatever procedure they have for non-shipped items. They have issued you a merchandise credit for the missing item and price adjusted the new order to the sales price of the original purchase and applied all your original discounts. As far as I can tell, it seems that they are trying to rectify the situation the best that they can. I know that is not the answer you wanted to hear, but remember these reps are just following their policy for this type of situation.

Now, with that said...

As a consumer, I can clearly see why you are upset. You are right in stating that this is the fault of the company and you should not be inconvenienced for their error. You could take the item to the store and return it and then re buy it with the merchandise credit they send you. My concern here is that you will lose the original percentage off once you return the item. There is another 15%, 20%, 30% starting on the 13th. If you were lucky enough to get another 30% coupon then the pricing should work out evenly in store. If not, there is another option.

You can just flat out return the item to the store and have the charge credited back to your card. I do not know if you have ever used the store kiosk before, but basically, it is an in-store version of the website. I'm not sure what the upcoming 30% off promo code is but I am sure you can find it posted somewhere online. You can then re-order the item from the kiosk, use the 30% off promo code and use the merchandise credit as the form of payment. When you go to checkout on the kiosk, you will not see an option for paying by merchandise credit. You will need to select the gift card option and then enter your merchandise credit number there. Most items are shipped with free standard shipping when ordered from the kiosk, so that's a plus. If you have any problems checking out on the kiosk there is a "press for assistance" button and an associate will come help you complete the order. I don't have a copy of the upcoming ad on me but I am certain there is another night owl (friday 3pm-11pm) / early bird (sat 7am-1pm) coming this weekend. Hopefully, your merchandise credit will arrive by then and your item will be included in this sale.

Other than that, the only other advice I can offer is to call the corporate office (Phone: (262) 703-7000) to try to seek another resolution for the problem. This is the route I usually take when I am dissatisfied with a company's policy or the way that a situation is handled. After 18 years of working in retail, I can tell you that no company wants to have a dissatisfied customer, especially one that is loyal. I cannot say whether or not they will be able to offer another resolution for you but at least they will know on the corporate level that you are dissatisfied with how the missing item was refunded back to you.

[sdasilva27]

Thanks, I plan on calling them once I have the item and merchandise credit. I just don't understand why the merch credit cannot be applied to my credit card or just refund my card and then cancel out the merch credit. It probably will be easier to do in person though so if I'm already out doing errands that way, I'll stop in but I'm certainly not going to make an extra trip with the price of gas. I'll figure something out, I just get very annoyed with generic answers and appreciate when people actually read/listen to what I'm saying.

[blossomed]

I have the $10.00 off coupon, can I stack any other coupons with that? Like the 15% off one? I just want to get the most bang for my buck!

And I think it is awesome that you love the company that you work for AND want to share/talk about it on your time off!

[sdasilva27]

Typically, you can use the $10 off coupon first and then a % off coupon for your balance but check the wording on your coupons and/or ask at your store just to make sure. Their registers are programmed to calculate the % off after any $ amount coupons or kohls cash are used.