Complaints for Kohl's, Inc. in Menomonee Falls, WI

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
5	Agreed to make an adjustment
0	Refusing to make an adjustment
8	Refuse to adjust, relying on terms of agreement
4	Unanswered

18 complaints against Kohl's, Inc.

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4/21/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $800.00 Amount Settled: $0.00

Customer Complaint

3/21/2024

I bought Kohls gift cards in the amount of $800 and purchased a ring for my girlfriend on kohls.com that was on sale for 60 off. I made this purchase in December 2023. Approximately 2 days later, Kohls sent me an email stating that my order had been canceled. However, when I went online to Kohls website, that same item was listed as in stock but the sale was over. There was a new sale that was buy one item at full price, receive a second item at half price. I called Kohls and they said they were not sure why my order was canceled but that they would honor the original sale price on the item just as soon as the new sale ended. So I waited. And waited. And waited. And when finally, the sale was over, I called back and tried to purchase the item at the agreed upon sale price that I had originally ordered the item at. When the associate tried to place my order, they informed me that my gift cards were at a $0 balance. The gift card balance should have been $800. They then told me that they would be sending me out new girt cards in the amount of $800 and when I receive those gift cards, to call back and place the order. So now, almost 4 months later, and after many calls to Kohls customer service, I still have not received any gift cards back, and the original gift cards are still empty. I believe that someone at kohls or the company itself is attempting to steal my money because I have been unable to get either the item I ordered or my money back after 4 months and many calls. Resolution Sought I would still like for Kohls to honor the original sale price of the item I ordered by shipping the original item I ordered at the original sale price that Kohls agreed to honor. Additionally, I would like the amount of Kohls cash originally earned from that purchase, sent to me electronically by email, in addition to the remaining balance of the Kohls gift cards after the purchase sent to me electronically by email as well. I just want them to fulfill my original order as per Kohls agreement.

Company Response

4/4/2024

We apologize for our customer's experience regarding a Kohls.com order for a ring being cancelled, as well with the issues of the two $400 gift cards used to place the order. After a complete review of the order of the ring (order 6541801592) our system reflects it was cancelled by our fraud team. We would like to take the opportunity to explain that Kohl's first and foremost concern is our customer's security and we take every precaution necessary to ensure that our customer’s information is secure. Because some pertinent information could not be verified on your order it was fraud protocol to cancel that order. Furthermore, our Fraud department also reserves the right to cancel any order and restrict any Kohl's account if it is deemed suspicious. It is important to know that this process it’s not meant to offend customers, but to protect them. When the customer’s order for the ring was canceled, the funds were applied back to the original gift cards used to place the order as per our protocol. The customer called customer service on 1/3/2024 about the canceled order. He was transferred to fraud. Fraud attempted to complete OPC (One Time PassCode --a customer needs to pass this in order to replace an order), but the customer did not pass. Our records further indicate that on 2/8/2024 our Gift Card Support Team sent two emails to the customer requesting proof of purchase, but they did not get a response. The customer then called customer service on 3/6/2024 to advise that he no longer had the purchase receipt for the gift cards. The gift cards do currently reflect a $0 balance on them and reflect as having been redeemed on online orders. Please know, gift cards are treated like cash and we are unable to reload or reissue once lost or stolen. We would encourage the customer to review the terms located on the gift cards. Kohl’s Cash is earned on purchases made in stores and online during specific promotion dates. Since the order for the ring was cancelled, the $140 Kohl’s Cash was voided. In conclusion, we are able to honor the customer's request to place a new order of the ring at the original sale price from the initial order the customer placed for it and encourage the customer to contact our Customer Service Team for assistance with placing it.

Customer Rebuttal

4/8/2024

I have my recipe I give my recipe to the costumer service I still have my recipe you guys know because Avery time I call u costumer service ask for it I never said the I don't have it and I don't have email of Kohl's asking for my recipe

1/10/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $38.25 Amount Settled: $0.00

Customer Complaint

12/27/2023

Merchandise returned and accepted in store yet being charged $38.25. Made numerous calls attempting a resolution still being charged. Resolution Sought My account should be paid in full.

Company Response

12/28/2023

We have reviewed our customer's concerns with the balance on his card. Our Kohl’s Charge Customer Service Department reviewed this concern directly with the customer on December 12, 2023 and the customer was educated accordingly regarding the balance owed on his charge card account. Unfortunately, Kohl’s cannot work with a customer on a personal account via this platform so we encourage the customer to contact Kohl's Charge customer service at 1-800-564-5740 for further assistance with his Kohl's Charge.

Customer Rebuttal

12/29/2023

The merchandise has been returned. The balance should be zero. How can I be charged for what I no longer have. I even received products that had been opened previously and shared this with customer service.

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