What's the deal with Kohls??

[Mysteria]

It's easy. You spend $50 you get $10 Kohl's cash.

IF they allowed you to keep the KC here is what would happen (and did happen before they changed the rules):

-return the purchase for a merchandise credit of $50 and keep the $10.

-spend the SAME $50 in MC and you'd get another $10. Head straight to customer service and return for your $50 back again in MC.

Rinse and repeat, rinse and repeat and all of a sudden you have $100 (or 2, 3 4) in KC all for the original $50 you spent. In essence scamming Kohl's for Kohl's cash.

ETA: If you EVEN exchange something (different size, color or anything else in the store that is the same original price) it won't change your KC.

ETA again: When something is returned you don't have to take a merchandise credit unless that's how it was paid for originally.

You don't get it when you buy gift cards because they give it to the person who spends the gift card (if it's during a KC promotion)

 

[mhsjax]

It's easy. You spend $50 you get $10 Kohl's cash.

IF they allowed you to keep the KC here is what would happen (and did happen before they changed the rules):

-return the purchase for a merchandise credit of $50 and keep the $10.

-spend the SAME $50 in MC and you'd get another $10. Head straight to customer service and return for your $50 back again in MC.

Rinse and repeat, rinse and repeat and all of a sudden you have $100 (or 2, 3 4) in KC all for the original $50 you spent. In essence scamming Kohl's for Kohl's cash.

ETA: If you EVEN exchange something (different size, color or anything else in the store that is the same original price) it won't change your KC.

ETA again: When something is returned you don't have to take a merchandise credit unless that's how it was paid for originally.

You don't get it when you buy gift cards because they give it to the person who spends the gift card (if it's during a KC promotion)

So people do this, they return, get credit, re purchase and get more Kohls cash? If they are too stupid to figure out not to give Kohls Cash on a store credit, then they deserve what they get. They should figure out a way to give a receipt or something, and I thought they did, showing it was an in store credit. What fool gives additional cash on this. Someone somewhere should be smart enough to figure this out.

I can see a problem if giving actual cash back, but and actual in store credit, as in a receipt or slip of paper, anyone with half a brain should figure out not to give additional KC on these.

 

[Lewisc]

So people do this, they return, get credit, re purchase and get more Kohls cash? If they are too stupid to figure out not to give Kohls Cash on a store credit, then they deserve what they get. They should figure out a way to give a receipt or something, and I thought they did, showing it was an in store credit. What fool gives additional cash on this. Someone somewhere should be smart enough to figure this out.

I can see a problem if giving actual cash back, but and actual in store credit, as in a receipt or slip of paper, anyone with half a brain should figure out not to give additional KC on these.

They did figure it out, hence the change in policy. I don't know if Kohls was that stupid or if they didn't think enough customers would work the system to be worth bothering with.

Your solution is faulty. Return an item and you forfeit whatever discount/promotion which was part of that purchase.

Return a TV set which came with a free stand. You need to return the stand with the TV set. Don't return the stand and the value of the stand will be deducted from your refund. You don't have the option of accepting a store credit for the full amount and keep the stand.

Buy a $100 jacket from Macy's using a 20% coupon. Return the jacket and you'll get an $80 refund. You don't have the option of accepting a store credit for $100.

Return an item to Kohls. You either return (forfeit) your Kohls cash or your refund will be reduced by the amount of Kohls cash.

The problem, from Kohls viewpoint, isn't just customers using the credit to get more Kohls cash. It's also using the credit to buy merchandise which is discounted as part of a promotion. You don't get Kohls cash one month keep the Kohls cash and then take advantage of a % discount the following month on the same payment.

Think of Kohls cash as the free stand which came with the purchase of a TV set or the free case which came with the purchase of an iPad. You need to return both or your refund is reduced by the the value of the item you retain.

That said I don't think it's possible to properly explain this to the satisfaction of regular customers. Does Kohls want to explain the reason for the policy? We generally offer higher discounts when we're not running a Kohls cash promotion.

Explain it and some people will think Kohls cash is a scam way of overcharging. Don't explain it an people think Kohls cash is a scam because of the refund policy.

 

[Lorelei Lee]

Really? Try it at Nordstrom's, and you'll get a smiling, helpful associate processing your return. They'll take back stuff they don't even sell.

Try it at Neiman's, Bloomie's, and you'll likely get a store credit. Try it at LL Bean.

Many stores are and have always been very Invested in customer service. They also tend not to sell cheap crap at ridiculous markups.

http://shop.nordstrom.com/c/return-policy?origin=footer

I don't see anything there about returning products they don't sell. Knowingly trying to return merchandise to Nordstrom's that was purchased elsewhere . . .That would be fraudulent, wouldn't it?


And honestly, all retailers have customer service issues.

http://www.planetfeedback.com/nords...owledge/reprehensible+customer+service/331465



http://www.customerservicescoreboard.com/Neiman+Marcus


http://www.consumeraffairs.com/retail/bloomingdales.html


I have had wonderful service in Target and Kohl's and I have had mediocre service in Bloomie's.

Here in New York stores are required to post their return policy in a conspicuous location and most include it on your receipt. Knowing the store's policy can be very useful when dealing with an employee who is being difficult.

 

[Lewisc]

Here in New York stores are required to post their return policy in a conspicuous location and most include it on your receipt. Knowing the store's policy can be very useful when dealing with an employee who is being difficult.

True but this thread discusses why some people don't agree with Kohls return policy with respect to Kohls cash.

Other threads discuss cases where a retailer, such as Walmart, isn't following their posted return policy.

 

[mrspaha]

This can really be quite embarrassing if you earned kohls cash when you were doing your christmas shopping. You buy a present for someone, you earn the kohls cash; you spend it the next week. After Christmas, the person decides to return it for whatever reason, and they get $10 less back because you've already spent your kohls cash. So say you bought this person a shirt for $15.00; (it was part of your $50 plus shopping trip). When they return it, they only get back $5.00 as a merchandise credit, since you've already spent the kohls cash. Makes you look pretty cheap, and limits them on what they can get to replace the item, without spending some of their own money.

 

[Lewisc]

This can really be quite embarrassing if you earned kohls cash when you were doing your christmas shopping. You buy a present for someone, you earn the kohls cash; you spend it the next week. After Christmas, the person decides to return it for whatever reason, and they get $10 less back because you've already spent your kohls cash. So say you bought this person a shirt for $15.00; (it was part of your $50 plus shopping trip). When they return it, they only get back $5.00 as a merchandise credit, since you've already spent the kohls cash. Makes you look pretty cheap, and limits them on what they can get to replace the item, without spending some of their own money.

Absolutely right. Will this make you less likely to shop next Christmas during a Koh's cash promotion? Would you feel less embarrassed if you spent the entire $50 plus the Kohls cash on the same person? On the same family?

 

[Betsy82]

I bought jeans on Black Friday, earned Kohls Cash. They fit me really odd so I went to see if I could exchange for another fit. She said yes, they didn't deduct my Kohls Cash.
I don't know if its because I got the same brand, just a different size/fit that looked better on me or what. I would assume the computer knew the new pants were on sale Black Friday, too?

I don't like the new policy. I'm careful not to buy things with Kohls Cash promotions I might need to return.
If I do so, I just say I don't have the receipt and get store credit. I typically come out ahead of taking a $10 loss on one item.

Former Kohl's employee here, just got done working a seasonal position as a cashier. From what sense I can make of this policy, the best way I can explain it is if you had done an even exchange where you brought in an item and traded it for the exact same item in a different size, you would have kept the kohl's cash. But since you did not do item for item and a return of money went on a merchandise credit, our system won't let us apply the credit to you without first taking away your kohl's cash, since the $20 for the sweater on merchandise credit now brings your original total down to $30. Even if it's on a Kohl's use only merchandise credit, the system still views it as taking money away from the original transaction and giving money back to you. A merchandise credit isn't considered an exchange to Kohl's, it's only considered an exchange when you bring in an item and leave with another item in your hand. Ridiculous, I know. Essentially, it would have been better for you to just have gotten a different size shirt, even if it was the same style in a different color, than going for a merchandise credit. Then you could have gotten a gift receipt with that new sweater, and sent it along with the shirt in a package so he could have exchanged it himself. Personally I feel this new policy is too confusing to customers who are used to things being the old way, and it causes a whole lot of headaches for the cashiers that have to try and explain it to people, too! I'm sure if you called the store manager and brought this argument up with them, they would be able to do something. The store I was at, my store manager did for quite a few people who were upset with the new policy.

 

[maxiesmom]

I bought jeans on Black Friday, earned Kohls Cash. They fit me really odd so I went to see if I could exchange for another fit. She said yes, they didn't deduct my Kohls Cash.
I don't know if its because I got the same brand, just a different size/fit that looked better on me or what. I would assume the computer knew the new pants were on sale Black Friday, too?

I don't like the new policy. I'm careful not to buy things with Kohls Cash promotions I might need to return.
If I do so, I just say I don't have the receipt and get store credit. I typically come out ahead of taking a $10 loss on one item.

The sale price doesn't matter for exchanges. Only what the ticket price is on the merchandise. If you exchange things that have the same exact ticketed price, nothing happens to your Kohls Cash. They just swap the items.

The only problem with saying you don't have a receipt is that you may not get back what you spent. The register gives an average price. You could come out ahead saying you don't have a receipt, or you could come out behind.

I too am really careful what I spend my Kohls Cash on. Usually something basic, like underwear or towels or socks. Something I know I will keep. Makes it less complicated that way.

 

[JessRabbit]

The sale price doesn't matter for exchanges. Only what the ticket price is on the merchandise. If you exchange things that have the same exact ticketed price, nothing happens to your Kohls Cash. They just swap the items.

I thought this too until a couple days ago. I wanted to exchange some things and I made sure the items were the exact price point of the items I wanted to exchange. The Kohl's employee told me that they can only do an even exchange of the same item but different size. She couldn't exchange the merchandise even though it was the same price point. The computer wouldn't let her. I am no longer such a big Kohl's advocate. I will not buy any gifts there during Kohl's cash. While I was at customer service, their ad for "hassle-free" returns was playing. Made me chuckle as my exchange was far from "hassle free".

 

[Betsy82]

The sale price doesn't matter for exchanges. Only what the ticket price is on the merchandise. If you exchange things that have the same exact ticketed price, nothing happens to your Kohls Cash. They just swap the items.

The only problem with saying you don't have a receipt is that you may not get back what you spent. The register gives an average price. You could come out ahead saying you don't have a receipt, or you could come out behind.

I too am really careful what I spend my Kohls Cash on. Usually something basic, like underwear or towels or socks. Something I know I will keep. Makes it less complicated that way.

Yep, if it's usually just 1 item I'm usually coming out ahead vs. losing the $10 on that one item. I think I have only ran into this twice and lost a few more dollars than I would have gotten with a receipt, but after Kohl's cash got deducted I came out better off not having a receipt. I think once I just kept the item- I had bought 2 of something for DH to pick his favorite (before I knew the new policy) and just decided to keep the 2nd when I learned about it. He'll wear the first pair out (flip flops) and have a backup paid waiting.

I agree on using the Kohl's cash. I bought Little People super hero's (batman, joker, green latern, etc.) and Godiva stocking stuffers with my last few batches.

 

[leahjade]

Original poster here with another bad Kohls' experience! Gave my mother-in-law a $49 watch for Christmas, and it broke after wearing it two times. I gave her the receipt, and she took it back to exchange it for the same watch. The price had now gone up to $59, so the clerk said she couldn't exchange it! This is unreal - is this the new policy that you can't exchange for the SAME identical item now? Prices change daily at Kohls so does that mean you can never exchange clothing for another size if the price changes?
Luckily my mother-in-law kept arguing with the girl and finally asked for the manager who let her exchange. But it was twenty minutes of arguing not to mention the hard feelings involved. I spend thousands of dollars each year with Kohls and probably do 70% of my shopping with them, but I'll be very hesitant to do gift shopping there any more. It's very embarrassing when someone has to make a return!

 

[maxiesmom]

Original poster here with another bad Kohls' experience! Gave my mother-in-law a $49 watch for Christmas, and it broke after wearing it two times. I gave her the receipt, and she took it back to exchange it for the same watch. The price had now gone up to $59, so the clerk said she couldn't exchange it! This is unreal - is this the new policy that you can't exchange for the SAME identical item now? Prices change daily at Kohls so does that mean you can never exchange clothing for another size if the price changes?
Luckily my mother-in-law kept arguing with the girl and finally asked for the manager who let her exchange. But it was twenty minutes of arguing not to mention the hard feelings involved. I spend thousands of dollars each year with Kohls and probably do 70% of my shopping with them, but I'll be very hesitant to do gift shopping there any more. It's very embarrassing when someone has to make a return!

It sounds like the watch had been marked up in price. When they do exchanges the prices have to match between the original item and the item you want. Sounds like they had done a permanent price hike on the watch after you purchased it. I don't know why they gave your mother in law a hard time, seems they could have just switched them for her. At least the manager took care of her, though it is a shame it had to go that far.

Kohls does offer gift receipts. I make sure I get them when I purchase birthday gifts or Christmas gifts. Makes it a lot easier!

 

[leahjade]

She did have the receipt with her! Prices are never the same at Kohls so if this is their new policy on exchanges, then I think it's crazy. If you are making an EXCHANGE for the SAME EXACT item then I don't see what it matters if the price goes up. The item was broken so why would she have to pay the $10 extra dollars to get the same product I paid for. I have loved Kohls since they opened and think they have the best website next to Amazon, but I will think twice about getting gifts from them again.

 

[Mel522]

She did have the receipt with her! Prices are never the same at Kohls so if this is their new policy on exchanges, then I think it's crazy. If you are making an EXCHANGE for the SAME EXACT item then I don't see what it matters if the price goes up. The item was broken so why would she have to pay the $10 extra dollars to get the same product I paid for. I have loved Kohls since they opened and think they have the best website next to Amazon, but I will think twice about getting gifts from them again.

When the prices fluctuate day to day, it is the sale price that changes. The original price remains the same. What happened in your case is the original price changed. If you return something that was say 30% off $49 when you bought it and now it is only 20% off $49, there won't be any problems exchanging it because the original price is still the same.

I do agree that they should have exchanged it without having to argue and bring in the manager. That's not only good customer service but the right thing to do.

 

[maxiesmom]

She did have the receipt with her! Prices are never the same at Kohls so if this is their new policy on exchanges, then I think it's crazy. If you are making an EXCHANGE for the SAME EXACT item then I don't see what it matters if the price goes up. The item was broken so why would she have to pay the $10 extra dollars to get the same product I paid for. I have loved Kohls since they opened and think they have the best website next to Amazon, but I will think twice about getting gifts from them again.

It sounds as if the original ticketed price went up. That is different from a sale price. When doing exchanges the register goes by original price only. Sale prices don't matter when doing exchanges.

As I said, they should have done it without hassling her. But that is why they just couldn't do it without a manager. No one said she should have had to pay more.

 

[Mysteria]

I thought this too until a couple days ago. I wanted to exchange some things and I made sure the items were the exact price point of the items I wanted to exchange. The Kohl's employee told me that they can only do an even exchange of the same item but different size. She couldn't exchange the merchandise even though it was the same price point. The computer wouldn't let her. I am no longer such a big Kohl's advocate. I will not buy any gifts there during Kohl's cash. While I was at customer service, their ad for "hassle-free" returns was playing. Made me chuckle as my exchange was far from "hassle free".

She was wrong. You can exhcnage any 2 items (not on the clearance rack) with the EXACT same original price (not sale). It must have had something to do with the items going to clearance.

 

[Mysteria]

When the prices fluctuate day to day, it is the sale price that changes. The original price remains the same. What happened in your case is the original price changed. If you return something that was say 30% off $49 when you bought it and now it is only 20% off $49, there won't be any problems exchanging it because the original price is still the same.

I do agree that they should have exchanged it without having to argue and bring in the manager. That's not only good customer service but the right thing to do.

You're right, they shouldn't have argued if it was the same item. They may have had to call in a manager anyway because not everyone knows how to work around the system to make the exchange work.

 

[tar heel]

I had my first experience with the new policy this week. I returned the stuff I overbought while Christmas shopping. I had the receipts. Everything was exchanged for the price on the receipt except one item, a sweater, had been bought when I used $10 in KC. I had used a 30% off on the sweater which was like a doorbuster deal, so after they deducted the KC, I was offered $5.44. She apologized and offered to treat it as a "no receipt" return. It turned out the item had been clearanced, and that only brought it up to about $9.

I decided my son would have an extra sweater! I had planned to return it because he has three striped sweaters that are identical except for the primary color and that seemed like too many. He's a college student, so one more day before laundry is always a good thing!

 

[vacationer1954]

<snickering about the mother of the college student who thinks an extra sweater means only one more day before laundry>