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Post Info TOPIC: Kohls.com-horrendous!
KaffeeKlatsch


Marc Jacobs

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Posts: 2347
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Kohls.com-horrendous!
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I really like Kohls...the brick and mortar version.  I've always had luck finding good deals, and the customer service has been consistently great...pleasant, attentive, knowledgeable and helpful.
So when I ordered several things online I had no expectation of trouble.
HAH!
I ordered 5 items on November 29th.  4 of which were to be gifts. On December 2nd I got a confirmation email that my order had been placed.  December 3rd my card was charged for the full amount due.
I kept checking the status of my order but nothing was changing.  Finally on December 14th I got another email telling me that part of my order had been cancelled and was now out of stock and the other part would ship that day. 
I called the online CS and spent a total of 1.5 hours on the phone, most of it on hold as they tried to track down my order and locate the cancelled items in a store near to me.  Meanwhile the CS rep kept trying to upsell other items to me to 'replace' what I had ordered.
So on the 19th I found the out-of-stock items in a store, explained the whole mess to the gal at the register and showed her my online receipt and was able to buy them with the coupon and discount I had used online!  Nice!
Meanwhile, the other items never arrived.  Back on the phone...another hour...this time I'm told the package must have gotten lost and the items are sold out...why don't I get this or this or this instead.  I explained for the umpteenth time that there were intended as gifts.  The CS rep finally gave in after about 15 minutes of trying to talk me into other items.  Now I have to wait 90 days for the credit return! Lovely!

PS-the CS in store, after I told her what had happened, gave me a free candle set as a 'condolence' gift! :)


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Elle


Hermes

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Posts: 7139
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That is really suprising!  I too like B&M Kohls, for their deals and their CS.  No questions asked returns!  Their checkers have the authority to price adjust things on the spot!  Wheeee!

How disappointing hmm.gif.  Better deals in-store anyway most of the time - I guess I'll stick to that.

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To be yourself in a world that is constantly trying to make you something else is the greatest accomplishment ~ {Ralph Waldo Emerson}
Teresa


Kate Spade

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Posts: 1086
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90 days for a credit return!? That is ridiculous!!!! Geez, thanks for the heads up!

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Carrie Bradshaw: The fact is, sometimes it's really hard to walk in a single woman's shoes. That's why we need really special ones now and then to make the walk a little more fun.
Suasoria


Chanel

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Posts: 3120
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Ugh, that sucks. Nice to know the store employees are good at their jobs, though.

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