Kohls experts, where are you?

[ruadisneyfan2]

I sent dh to Kohls to return 2 pr. of pants (ds13's). Despite having a receipt, they wanted to give him store credit. He called me from the store knowing I wouldn't be happy and I told him, never mind, I'll try later.

Rewind back to say June or July, I ordered some pants online for ds13. They were too small so I brought ds back to the store with me and did an even exchange. Now they're saying they can't "find it in their computer" as they are having issues with their computer recognizing online orders lately.


They have a very generous return policy & I have returned things, even with no receipt, yet they are able to find it just by entering our Kohls charge # and entering the code #s from the tag on the clothes. (The fabric tag by the manufacturer, not the Kohls paper price tag.)

I would be much more understanding if I had no receipt and it wasn't on my Kohls charge, then of course, their policy is to issue store credit. It would be my own fault but in this case not only is it on my kohls charge but I also have receipt from online purchase & receipt from even exchange.

What irks me is they so often suggest store credit instead of a refund, even when you have a receipt. It's almost as if they get some kind of bonus by issuing store credit instead of a refund.
Otherwise their service & policies have been decent. I'm certainly not asking for anything special or asking for something that is against their policy.

Has anyone else experienced this?

There are 2 other Kohls within 5 miles of our house so maybe the clerk was just having a hard time & I can try another store.

 

[princess barbara]

The Kohls near me is a mid sized store. I've returned on line purchases as well as store bought ones always with a receipt. I've never been asked or offered merchandise credit. I may get asked reason for a return but never had any problems. Like I said, have always had receipts.

 

[ruadisneyfan2]

This is the first time in years I've had a problem. Most times when they offer store credit it's because I have already spent the Kohls cash that was earned by purchasing the item and by returning thus lowers the amount of kohls cash earned.

 

[Gorechick]

Did you use Kohl's cash to pay for part of it?

 

[KY*Figment]

It's a manager thing. We have problems w/ our store but not at all at the other stores in near by stores. We have problems w/ our Walmart. We have one in town who takes anything and everything with or without a receipt. The other Walmart will only allow you to return something 3 times per year w/ or w/o a receipt.

 

[ruadisneyfan2]

Did you use Kohl's cash to pay for part of it?

I don't recall and it doesn't state it on my packing slip; no financial info at all on it. Even if I did, they usually just warn me that I will lose my Kohls cash if I accept a refund but don't lose Kohls cash if I take the store credit.

This time they are just saying it's not in their computer, despite me giving a receipt.

 

[tinkfan]

I worked at Kohls for 4 years, but not since Feb so things might have changed. But my question would be when they did the even exchange did you have the online receipt ( packing slip) ? They should have run it through that receipt. If they did not, and just did the swap,the new ones are not tied to that online receipt or your kohls card. In this case they would have given you a small receipt that says even exchange , not valid for returns. If so, take the original online packing slip and the even exchange slip and show them that they had been exchanged and is that the reason they can't find them. The should be able to find the originals and see that they were exchanged by looking at the upc #s. They should then be able to help you.

The other issue could be if it involved spent or earned Kohls cash. That is a whole different problem.

 

[ruadisneyfan2]

Can a store credit be applied to a Kohls credit card account? If so, I wouldn't mind the store credit.

 

[ruadisneyfan2]

I worked at Kohls for 4 years, but not since Feb so things might have changed. But my question would be when they did the even exchange did you have the online receipt ( packing slip) ? They should have run it through that receipt. If they did not, and just did the swap,the new ones are not tied to that online receipt or your kohls card. In this case they would have given you a small receipt that says even exchange , not valid for returns. If so, take the original online packing slip and the even exchange slip and show them that they had been exchanged and is that the reason they can't find them. The should be able to find the originals and see that they were exchanged by looking at the upc #s. They should then be able to help you.

The other issue could be if it involved spent or earned Kohls cash. That is a whole different problem.

That's it!
I did have the packing slip but they still created the little slip that says "not valid for returns" and stapled it to the packing slip. I gave the whole thing to dh today so they should have had the info they needed.

I will dig up my old email confirmation to see if Kohls cash was involved.

Thanks!!!

 

[ruadisneyfan2]

I found the first email confirmation and it doesn't mention earning or spending kohls cash. Just lists a 30% discount. I know earning kohls cash comes in a separate email but I probably wouldn't have saved that.

 

[mkymouse1928]

Most likely when they did the exchange, they did not use your original receipt so the new upc # is not tied to the transaction. Have them try to return the pants using the upc # on the original receipt. Depending on when you originally purchased the pants the system may not be able to search back that far to find the transaction on your kohl's charge. If that is the case, then a receipt will have to be used.

 

[tinkfan]

Most likely when they did the exchange, they did not use your original receipt so the new upc # is not tied to the transaction. Have them try to return the pants using the upc # on the original receipt. Depending on when you originally purchased the pants the system may not be able to search back that far to find the transaction on your kohl's charge. If that is the case, then a receipt will have to be used.

Yes, that was my thought. Many times I had to ask customers if they had their receipt when doing an even exchange and was questioned " why , I didn't think you needed one to do an even exchange??" well, you don't, but that receipt ties the exchange to the original purchase. Always better in case there is a problem. Unfortunately some of the customer service people, even with the receipt skip that step assuming you will be keeping the item exchanged. I agree have them try to return the originals. If they did run the receipt and try to return the originals it should come up item already returned. If not they could try to search on your kohls card instead of the receipt.

 

[ruadisneyfan2]

Ok, I just got back & tried a different store. This is so strange. She did see the even exchange slip attached to my shipping label. She entered all 4 of the pants UPC codes: the ones I exchanged and the ones I got from the exchange. My receipt showed nothing in their system. So then she asked for the Kohls charge and tried all 4 UPCs again. Still nothing.
Then she called the Kohls charge acct people thinking maybe there is some error in the UPCs. He read them back exactly as they were on the receipt & read back to her the amount I paid for each one. So it was like I had a receipt but the computer wasn't seeing anything on it. Weird...

So after a half hour of trying & we were both dog tired & delirious, I felt a store credit was fair enough. She really did try so hard for so long. I joked to her that next time she sees me coming she will run the other way.

Thank you all!!!

 

[ILUVALASKA]

I stopped shopping at Kohls. My Kohls is downright creepy. I feel like prey being hunted by employees to open a credit card. The manager makes constant PA announcements about "getting another one." It feels like an Orwell nightmare.