TheIronSheik
SUPER ELITE UPPER TIER
About a month ago, I ordered a pillow from Kohl's online. I had seen the pillow in their store but when I went back to get it, they were sold out. The pillow was $50. Nothing crazy, but noting cheap.
A week later, a box shows up at my house and I'm all excited to try out my new pillow. But when I open up the box, it's not the right pillow. Not even close. The pillow I wanted was a memory foam pillow and this thing was like alternative down or something. SKU numbers matched on the box and online, but obviously someone messed up at the shipping facility. No big deal. I email Kohl's and say that I'd like the pillow I ordered.
That's when the fun begins. The next day they email me back and tell me to check the SKU numbers. I tell them I did, and they match, but it's not the correct pillow. They send me back an email that says "Glad we could help you with that, let me know if you need any further assistance."
So I email them back and explain that the pillow I got is not the one I ordered, even though the SKU numbers on the box match. They reply back and say, "Oh. Then you can just bring that into a store and get my refund." No mention of the actual pillow I ordered.
At this point, my fiance says to me that she kind of liked the pillow, so she'll just keep it instead of driving to the store and returning it. So I email Kohl's back and say that I'm going to keep the pillow they messed up sending me, but I'd still like the pillow I ordered, and I wouldn't mind a little discount since they had made a mistake. In my mind, I felt like they messed up and because of it, they got 2 sales instead of 1.
They replied back, "Great! Please go to the website to handle any orders. I can not order anything for you." So I asked about the discount and they said "We'll take care of that when you order."
So I order again. Then I email them. The email I send says, "Here's the order number: XXXXXXXXXX What is the discount?
They reply, "Can I have your order number?"
I reply, "Sure. It's just below your last response in this email thread."
They reply back, "Perfect!"
A day goes by and no more correspondence. So I reply back and say, "Any word on what the discount is?"
Their reply says, "What discount are you referring to?"
So I write this lengthy email explaining how they messed up my order and inconvenienced me so I'd like some kind of discount to make up for their mistake.
This was the reply:
"Thanks for contacting us regarding your concern. I appreciate the opportunity to assist you.
I apologize about what happened to your order. As a customer myself, I understand how important hassle-free shopping is for you. I apologize for the trouble this has caused you. I also experienced the same thing before and it was a terrible experience. I know how much you value your time.
Thank you so much for your patience!"
WTF?
So I replied back, "No offense, but I don't give care about one of your bad shopping experiences. Although, I'd be interested to hear if they gave you a discount for the hassle. And if they didn't, was your bad shopping experience at Kohl's? Please escalate this to a supervisor, because I feel like I'm talking to an automated system."
So at this point, I should say that I shop a lot at Kohl's. Not spend a lot of money, but things here and there. Usually, no issues. Only one time before did I have a problem and it also took about 4 weeks of emails and phone calls to finally get some supervisor to credit me $20 for charging me full price during a sale. I figured it was an anomaly, and not the norm. Turns out I was wrong. So back to the current situation...
I get a reply back that says, " Thank you for contacting us. If you'd like a discount, please call the 800 number to file a request."
So I reply back, "So your solution after 10 emails is to have me waste my time calling you on the phone? How about instead of that, I just use that time to go on social media and the internet and just explain how helpful you've been so far?"
Amazingly, this email gets a reply within minutes.
A lady who says she is a supervisor says that she's sorry where things got to, but as a fix, she's willing to offer me 15% of my next purchase. Which means that they want me to buy more stuff in order to get a discount. Forget the fact I've already bought the first pillow they sent me in error.
I replied back:
"I already bought a second item. The 15% should go to the second pillow I ordered. I feel like anytime there's an issue with Kohl's, it could resolved in the first email where you admit your mistake, say you're sorry, and then give a small discount. Two of those three things cost Kohl's nothing, yet make the customer feel better. Instead, two weeks are wasted with emails that do nothing but infuriate a customer, then insult them by saying, "Fine. Spend more money at our store and I'll give you a tiny discount." It's like extortion.
So here we are, weeks later. I'm livid at your service that could have been easily resolved, and I'm being told to spend more money and you'll give me 15% off a new order. No thanks. If that's how this works, keep your crappy discount. There are plenty of stores that would love my business. And I'll make it my personal goal in life to educate everyone I know and everyone who'll listen on social media about the terrible customer service of your company.
It blows my mind how far a company will go to avoid doing the easy thing that keeps customers so that they can instead save $10. Seriously. You just lost customers because of around $10 to $15 dollars. That's good business, right?"
She replied back, "Sorry to hear that."
Ouch.
I swear to God, the replies must be automated. No way they can be a real person.
At this point, we are still going back and forth. I hate this ####### company so much.
Anyone else have any bad Kohl's experiences? Or am I just lucky?
A week later, a box shows up at my house and I'm all excited to try out my new pillow. But when I open up the box, it's not the right pillow. Not even close. The pillow I wanted was a memory foam pillow and this thing was like alternative down or something. SKU numbers matched on the box and online, but obviously someone messed up at the shipping facility. No big deal. I email Kohl's and say that I'd like the pillow I ordered.
That's when the fun begins. The next day they email me back and tell me to check the SKU numbers. I tell them I did, and they match, but it's not the correct pillow. They send me back an email that says "Glad we could help you with that, let me know if you need any further assistance."
So I email them back and explain that the pillow I got is not the one I ordered, even though the SKU numbers on the box match. They reply back and say, "Oh. Then you can just bring that into a store and get my refund." No mention of the actual pillow I ordered.
At this point, my fiance says to me that she kind of liked the pillow, so she'll just keep it instead of driving to the store and returning it. So I email Kohl's back and say that I'm going to keep the pillow they messed up sending me, but I'd still like the pillow I ordered, and I wouldn't mind a little discount since they had made a mistake. In my mind, I felt like they messed up and because of it, they got 2 sales instead of 1.
They replied back, "Great! Please go to the website to handle any orders. I can not order anything for you." So I asked about the discount and they said "We'll take care of that when you order."
So I order again. Then I email them. The email I send says, "Here's the order number: XXXXXXXXXX What is the discount?
They reply, "Can I have your order number?"
I reply, "Sure. It's just below your last response in this email thread."
They reply back, "Perfect!"
A day goes by and no more correspondence. So I reply back and say, "Any word on what the discount is?"
Their reply says, "What discount are you referring to?"
So I write this lengthy email explaining how they messed up my order and inconvenienced me so I'd like some kind of discount to make up for their mistake.
This was the reply:
"Thanks for contacting us regarding your concern. I appreciate the opportunity to assist you.
I apologize about what happened to your order. As a customer myself, I understand how important hassle-free shopping is for you. I apologize for the trouble this has caused you. I also experienced the same thing before and it was a terrible experience. I know how much you value your time.
Thank you so much for your patience!"
WTF?
So I replied back, "No offense, but I don't give care about one of your bad shopping experiences. Although, I'd be interested to hear if they gave you a discount for the hassle. And if they didn't, was your bad shopping experience at Kohl's? Please escalate this to a supervisor, because I feel like I'm talking to an automated system."
So at this point, I should say that I shop a lot at Kohl's. Not spend a lot of money, but things here and there. Usually, no issues. Only one time before did I have a problem and it also took about 4 weeks of emails and phone calls to finally get some supervisor to credit me $20 for charging me full price during a sale. I figured it was an anomaly, and not the norm. Turns out I was wrong. So back to the current situation...
I get a reply back that says, " Thank you for contacting us. If you'd like a discount, please call the 800 number to file a request."
So I reply back, "So your solution after 10 emails is to have me waste my time calling you on the phone? How about instead of that, I just use that time to go on social media and the internet and just explain how helpful you've been so far?"
Amazingly, this email gets a reply within minutes.
A lady who says she is a supervisor says that she's sorry where things got to, but as a fix, she's willing to offer me 15% of my next purchase. Which means that they want me to buy more stuff in order to get a discount. Forget the fact I've already bought the first pillow they sent me in error.
I replied back:
"I already bought a second item. The 15% should go to the second pillow I ordered. I feel like anytime there's an issue with Kohl's, it could resolved in the first email where you admit your mistake, say you're sorry, and then give a small discount. Two of those three things cost Kohl's nothing, yet make the customer feel better. Instead, two weeks are wasted with emails that do nothing but infuriate a customer, then insult them by saying, "Fine. Spend more money at our store and I'll give you a tiny discount." It's like extortion.
So here we are, weeks later. I'm livid at your service that could have been easily resolved, and I'm being told to spend more money and you'll give me 15% off a new order. No thanks. If that's how this works, keep your crappy discount. There are plenty of stores that would love my business. And I'll make it my personal goal in life to educate everyone I know and everyone who'll listen on social media about the terrible customer service of your company.
It blows my mind how far a company will go to avoid doing the easy thing that keeps customers so that they can instead save $10. Seriously. You just lost customers because of around $10 to $15 dollars. That's good business, right?"
She replied back, "Sorry to hear that."
Ouch.
I swear to God, the replies must be automated. No way they can be a real person.
At this point, we are still going back and forth. I hate this ####### company so much.
Anyone else have any bad Kohl's experiences? Or am I just lucky?
![[icon]](/data/avatars/m/5/5167.jpg?1660313464){kind=avatar}
