Toni N.
THE WORST CUSTOMER SERVICE
On December 6th, I went into the Schaumburg West store to return an item. The item was new, never worn with tags. I purchased it with my Kohls charge on August 30, 2024. After standing in a very long line at the cash register, I produced my charge card in order to initiate the return.The cashier could not find the item in her system. I was given the option of taking a store credit for what the item was currently selling for ($10 less than I paid) or going home and finding the receipt. I left the store, went on to my Kohls app, found the order (I purchased it on line and had it delivered to the store), went back into the store, waited in another very long line. I showed the same cashier a copy of the order, including order, SKU, etc. She searched again, this time searching also by the SKU and told me it was not in the system. She had another cashier help her and that cashier told me the same thing. I asked if a manager could help, they said no, if it wasn't in the system, all they could do was issue a store credit for the current sale price. They told me I could call Customer service, and provided the phone number. Upon calling customer service, I was told she could not help me, but would provide the UPC code and I could go back into the store and see if the cashier could find the item using that. I then called the store and asked for a Store Manager. I explained the situation and he told me they couldn't find the item because it had been over 90 days since I purchased it and the return policy was 90 days and the items are wiped from my account after that. He never asked me if I used a Kohls card to purchase the item, which I have since researched and found that if a Kohls card was used for purchase, the return policy is 120 days. I told him the cashiers never mentioned it was because of the 90 day return policy, and I was unaware of a 90 day return policy. He said it's "all over the web site and on your receipt". I was in the process of responding to that when he interrupted me and "thanks for calling" and hung up on me. I have been a Kohls customer for many years, and frankly, I'm shocked at this level of customer service. Not only are the cashiers uninformed on policy and unable to help customers (although they are very pleasant), but clearly not trained for any level of customer service. The customer service person (855-564-5705) also had no idea on how to help, She had difficulty understanding the issue, telling me it was a "store issue", But the behaviour of the Store Manager was honestly shocking. If this is the new model Kohls is following for customer service and store management, I'm disappointed. There are other retail stores in my area, I have choices.