SO mad! Kohls order wrong!

[torinsmom]

I ordered black boots from Kohls.com on 12/11 and the package came today. Inside were brown mens dress shoes. I called customer service and after spending nearly 10 minutes explaining and him finding out what shoes I got, his suggestion was to take them to my "local" Kohls and exchange them for my boots. Well. my "local" Kohls is 20 minutes away and if I'd wanted to drive there and stand in line I would have done that 12 days ago. Besides, they are out of stock there now, and the other closest is 45 miles away. It's pouring rain here and I have pink eye, so THAT ain't happening.

I can't believe he didn't offer to send my boots express or something and let me ship these ugly shoes back. I sent an email to the address on the packing slip about my experience, but what else should I do? As I expecting too much?

 

[luvmy3]

I ordered black boots from Kohls.com on 12/11 and the package came today. Inside were brown mens dress shoes. I called customer service and after spending nearly 10 minutes explaining and him finding out what shoes I got, his suggestion was to take them to my "local" Kohls and exchange them for my boots. Well. my "local" Kohls is 20 minutes away and if I'd wanted to drive there and stand in line I would have done that 12 days ago. Besides, they are out of stock there now, and the other closest is 45 miles away. It's pouring rain here and I have pink eye, so THAT ain't happening.

I can't believe he didn't offer to send my boots express or something and let me ship these ugly shoes back. I sent an email to the address on the packing slip about my experience, but what else should I do? As I expecting too much?

I don't think you are expecting too much, they sent you the wrong item they should be the ones to make it right. You shouldn't be the one to have to run all over too.

I don't think an email will do anything, I would call and ask to speak to a supervisor, maybe they can work some Christmas magic

 

[lauradis]

Call them back and ask to speak to supervisor.

Tell them exactly what you want them to do about it.

Op this part isnt to you just me venting

For the life of me I really don't understand why anyone calls customer service dept without telling them what they except them to do. Just complain and then see what they come up with is silly IMO

 

[DisneyJamieCA]

Call back now and speak to a supervisor! Their email is useless.

Not as bad as your situation, but I placed an order on Dec. 2nd. Kohl's showed it should be delivered between Dec 5- Dec 12. It didn't even make it to FedEx until Dec. 11th and then FedEx showed N/A as a delivery date forever. Then finally it showed Fri and they actually arrived Sat. I emailed Kohl's last Monday asking the status and never heard back. Then got an automated email survey on Thursday asking how I liked my products and the shipping experience. Because of the bad time I actually filled it out and still haven't heard anything from them.

I hope they are able to solve the issue for you!

 

[anniemae]

Yes, call back now. Ask for a supervisor. If one is not available, talk to the rep you get, sometimes customer service agents will help and others will not. It seems like you got one that was not willing to fix the problem that they created.

Oh, and be super nice, they really appreciate that (I used to work customer service and tend to bend over backwards to help a nice customer instead of one that is rude or demanding. (not saying you were rude, just in general)

 

[anniemae]

Also wanted to add that you should NOT have to run around the stores to exchange the item. That is crazy!

 

[Poohforyou]

Op, definitely call back. I'd ask for the correct item to be sent overnight and to also be sent a prepaid return shipping label for the incorrect boots.

 

[torinsmom]

Well, I will at least be getting the boots shipped to me. They won't be here for Christmas. The return label was missing from the packing slip, so I will just return the shoes in the next few weeks when I am in the store to shop.

I was really polite to both representatives--I know its not their fault. The first one just didn't seem to care but the second was a lot more helpful.