Kohl's Return issues - beware!

[starry_solo]

I had a lot of merchandise to return today (I bought various outfits in different sizes for family and they only liked a few).

My credit (to the Kohl's charge card) was reduced by over $150 (almost $200) because of Kohl's cash the computer said I redeemed (I don't ever redeem Kohl's cash but that's a different story). Kohls.com was contacted and they verified it (Kohl's cash) had never been used but they couldn't figure out why the computer system was showing that it had been used (apparently there are two ways that they can verify usage, etc.)

First, the Kohls.com staff wanted the local Kohl's manager to figure it out themselves and issue me store credit (um, no, I want it back on my credit card!). How she was supposed to issue store credit is beyond me...

Finally, after half an hour on the phone with various supervisors from Kohl's.com, the store manager at my local Kohl's was able to get them to agree to issue a credit to my charge card for the same amount that their computer system claimed I had used in Kohl's cash. This is supposed to take 10-14 days...yeesh! They had thought about just crediting the entire amount of my purchase, but I kept a few things so that wasn't going to work.

So be careful and read your receipts very carefully!!!

 

[Belle & Ariel]

I had a different problem with a Kohl's return.
I returned things after paying my credit card in full August 2nd. They would not refund my money but put the credit on the card. I do not shop at Kohl's much. They will not send me a check until 3 statements have been issued with the credit balance.
Really? If I bought something on Aug 2nd, would they wait 3 statements for me to pay? I have returned things elsewhere that the card had been paid and received cash.
I had a problem with them years ago where I bought a couple hundred dollars of clothes for my nursery home bound mom. She tried them on and I returned everything 2 days later. The charge hit my statement but not the return. When payment was due, the goods had been retuned about 3 weeks, I had a zero balance, and did not think I needed to pay anything. I got hit with a late fee and charge because I did not pay the minimum amount due. What would be a minimum amount due on a zero balance?
To make things more frustrating, the receipt on the first incident was not in the machine straight and as you go down it, the printing runs off the page. They would not return 2 things I bought because they could not read the whole UPC code on the receipt. It seems to me it is their mistake not mine, but I am stuck.
I guess your issue and mine are reasons I do not shop Kohls often--their policies are not consumer friendly.

 

[Olivia'sMom]

I shop on line ALL the time & I return most of it. I've been doing that for years & 'I have NEVER had a problem. I guess you can have a bad experience with any business. I won' t shop at Jc Penny's because of multiple bad experiences.

 

[Plumeria9]

Sorry about the trouble, but thanks for sharing your experience. I am an MVC and I would say I shop there in "spurts". I will keep an eye on my returns because I return a lot, and I don't always use the Kohl's cash either. Usually when I buy enough to get one, and then return things, I hope that they take away the Kohl's cash too!

 

[imsayin]

I'll jump in . Last week I bought several items, some I needed my son to try on. I had a $5.00 off coupon. My gut feeling was to do 2 separate orders - things I might return and things I knew I wouldn't return (using the coupon on this). I asked the cashier how the coupon would be handled if I did a return. She assured me it wouldn't be deducted from each item. Of course, DH went to do the return on Saturday and they wanted to reduce the amount of his return. After the line behind him went from 2 to 12 people, he left without finishing the return.

 

[tajz90]

I had a lot of merchandise to return today (I bought various outfits in different sizes for family and they only liked a few).

My credit (to the Kohl's charge card) was reduced by over $150 (almost $200) because of Kohl's cash the computer said I redeemed (I don't ever redeem Kohl's cash but that's a different story). Kohls.com was contacted and they verified it (Kohl's cash) had never been used but they couldn't figure out why the computer system was showing that it had been used (apparently there are two ways that they can verify usage, etc.)

First, the Kohls.com staff wanted the local Kohl's manager to figure it out themselves and issue me store credit (um, no, I want it back on my credit card!). How she was supposed to issue store credit is beyond me...

Finally, after half an hour on the phone with various supervisors from Kohl's.com, the store manager at my local Kohl's was able to get them to agree to issue a credit to my charge card for the same amount that their computer system claimed I had used in Kohl's cash. This is supposed to take 10-14 days...yeesh! They had thought about just crediting the entire amount of my purchase, but I kept a few things so that wasn't going to work.

So be careful and read your receipts very carefully!!!

This just happened to me! I was so frustrated. In fact, it's never been resolved. I even received a call from corporate headquarters and was told to go back to the store to have them check my kohls cash balance which I DID NOT USE. I refused and called them crooks. Haha. I'm a very loyal customer. I was issued a refund, a credit that I've yet to receive. I'm cautious about shopping with them now.

 

[luvmy3]

I had a different problem with a Kohl's return.
I returned things after paying my credit card in full August 2nd. They would not refund my money but put the credit on the card. I do not shop at Kohl's much. They will not send me a check until 3 statements have been issued with the credit balance.
Really? If I bought something on Aug 2nd, would they wait 3 statements for me to pay? I have returned things elsewhere that the card had been paid and received cash.
I had a problem with them years ago where I bought a couple hundred dollars of clothes for my nursery home bound mom. She tried them on and I returned everything 2 days later. The charge hit my statement but not the return. When payment was due, the goods had been retuned about 3 weeks, I had a zero balance, and did not think I needed to pay anything. I got hit with a late fee and charge because I did not pay the minimum amount due. What would be a minimum amount due on a zero balance?
To make things more frustrating, the receipt on the first incident was not in the machine straight and as you go down it, the printing runs off the page. They would not return 2 things I bought because they could not read the whole UPC code on the receipt. It seems to me it is their mistake not mine, but I am stuck.
I guess your issue and mine are reasons I do not shop Kohls often--their policies are not consumer friendly.

Other than the receipt issue, I wouldn't blame Kohls for anything. This is a case of you not knowing you the Kohls CC terms and conditions, or their refund policy.

 

[sephorachick]

I worked at Customer Service at KOHLs through college & they take anything back. People would wear shoes for 1 year & bring them back & get a fre refund. craziness!

 

[bettymae1121]

Kohl's "sales" are so complicated (especially with the Kohl's cash figured in) that I'm amazed they don't have more problems with returns/exchanges than they do. Fortunately I'm not big on returning stuff and I haven't shopped at Kohl's in the last year nearly as much as I used to.

 

[starry_solo]

This just happened to me! I was so frustrated. In fact, it's never been resolved. I even received a call from corporate headquarters and was told to go back to the store to have them check my kohls cash balance which I DID NOT USE. I refused and called them crooks. Haha. I'm a very loyal customer. I was issued a refund, a credit that I've yet to receive. I'm cautious about shopping with them now.

I did get a reference number and the name of the person that the store manager spoke to so I am hoping that it all works out in the end. I guess I will know in 10-14 days.......

 

[starry_solo]

I worked at Customer Service at KOHLs through college & they take anything back. People would wear shoes for 1 year & bring them back & get a fre refund. craziness!

I've heard about that. I have had to return shoes that I wore because they fell apart, but never a year of wearing them!

I don't ever use the Kohl's cash, first because I would never receive it and second, I never know if I'll end up having to return something. So, it is wasted.

It's a good thing I was the first person in line and they had to keep calling back-up for the other people's returns.

 

[richmond282]

I worked at Customer Service at KOHLs through college & they take anything back. People would wear shoes for 1 year & bring them back & get a fre refund. craziness!

I once took a pair of shoes off my DD's feet at the return desk. The shoes were falling apart after only a month or so of wearing them. I, of course, had to buy her another pair to wear home though.

I guess you are going to find customers at any given store that are unhappy with the service, prices, return policy, etc. I personally am very happy with Kohl's. Their return policy is better than 99% of other stores I deal with. If you have a Kohl's card, you don't even need the receipt. I think the key is to understand how the coupons and kohl's cash will affect any returns you make.

 

[tajz90]

I once took a pair of shoes off my DD's feet at the return desk. The shoes were falling apart after only a month or so of wearing them. I, of course, had to buy her another pair to wear home though.

I guess you are going to find customers at any given store that are unhappy with the service, prices, return policy, etc. I personally am very happy with Kohl's. Their return policy is better than 99% of other stores I deal with. If you have a Kohl's card, you don't even need the receipt. I think the key is to understand how the coupons and kohl's cash will affect any returns you make.

We loved kohls too but when they deduct from your return for kohls cash that wasn't even used, it's wrong.

 

[Lucille1963]

I once took a pair of shoes off my DD's feet at the return desk. The shoes were falling apart after only a month or so of wearing them. I, of course, had to buy her another pair to wear home though.

I guess you are going to find customers at any given store that are unhappy with the service, prices, return policy, etc. I personally am very happy with Kohl's. Their return policy is better than 99% of other stores I deal with. If you have a Kohl's card, you don't even need the receipt. I think the key is to understand how the coupons and kohl's cash will affect any returns you make.

I have shoes from Kohl's that look like they've been worn for a year, but were purchased a couple months ago and in rotation with three other pairs of shoes. I can't believe how they've fallen apart already!

 

[FreeTime]

I also returned a pair of shoes that were on my DD's feet after wearing them for only 3 weeks. I think my lesson learned from all of the comments on this thread is to not buy shoes at Kohl's!

 

[starry_solo]

We loved kohls too but when they deduct from your return for kohls cash that wasn't even used, it's wrong.

Exactly my thoughts. They couldn't even explain why the computer system (at the physical location/store) showed it had been used when their online system (Kohls.com) could verify it had NOT been used. There wasn't an option for them to delete the notice that it had been used (even though it hadn't) in order to provide me with a full refund.

So, right now, I'm out almost $200 until Kohl's issues the refund to my credit card.

 

[tajz90]

Exactly my thoughts. They couldn't even explain why the computer system (at the physical location/store) showed it had been used when their online system (Kohls.com) could verify it had NOT been used. There wasn't an option for them to delete the notice that it had been used (even though it hadn't) in order to provide me with a full refund.

So, right now, I'm out almost $200 until Kohl's issues the refund to my credit card.

I hope you have better luck than us. Mine totaled less than $20, but I still haven't received it. . It has made me extremely wary of ordering with them.

 

[starry_solo]

I hope you have better luck than us. Mine totaled less than $20, but I still haven't received it. . It has made me extremely wary of ordering with them.

Thanks! If not, I have no problem initiating a dispute on the credit card.

 

[LilyWDW]

I had a different problem with a Kohl's return.
I returned things after paying my credit card in full August 2nd. They would not refund my money but put the credit on the card. I do not shop at Kohl's much. They will not send me a check until 3 statements have been issued with the credit balance.
Really? If I bought something on Aug 2nd, would they wait 3 statements for me to pay? I have returned things elsewhere that the card had been paid and received cash.
I had a problem with them years ago where I bought a couple hundred dollars of clothes for my nursery home bound mom. She tried them on and I returned everything 2 days later. The charge hit my statement but not the return. When payment was due, the goods had been retuned about 3 weeks, I had a zero balance, and did not think I needed to pay anything. I got hit with a late fee and charge because I did not pay the minimum amount due. What would be a minimum amount due on a zero balance?
To make things more frustrating, the receipt on the first incident was not in the machine straight and as you go down it, the printing runs off the page. They would not return 2 things I bought because they could not read the whole UPC code on the receipt. It seems to me it is their mistake not mine, but I am stuck.
I guess your issue and mine are reasons I do not shop Kohls often--their policies are not consumer friendly.

So... you are mad because they followed their policy? A policy that has been the policy at all retail locations I have ever worked at? That is in your terms and conditions of your card?

No, I don't think that is a problem with them. That is a problem of you not knowing the policy that you agreed to by using their card and shopping there. Again, every retail location that I have worked that has had a card, this is policy. So guess you shouldn't shop at any of those places either.

I also returned a pair of shoes that were on my DD's feet after wearing them for only 3 weeks. I think my lesson learned from all of the comments on this thread is to not buy shoes at Kohl's!

I have WAY too many shoes from Kohl's... and none of mine have fallen apart. Well, one pair did after 2ish years of wearing them decently often. I would be more then comfortable buying shoes from them... but I am picky about the brands.

 

[Anne34]

I agree with the others. Why be angry with Kohls? Many places have said it could take a billing cycle for charges to appear on your account. Also, it then takes time for them to process the refunds and get that out to you. I have had it happen and was expecting it.