Maureen Petersen sent a message to Kevin Mansell Chairman, Chief Executive Officer and President of Kohls Corporation Email Address that said:
Mr. Mansell,
I am an active duty military officer stationed at Walter Reed NMMC. I have been an amazing Kohls customer for several years, but I am questioning any future support based on my recent experience.
Yesterday (11/12/17), I ordered 2 Apple Series 2 watches (order#3957029622). Minutes after placing the order, I received an email to call customer service (888-890-1755) because they "couldnt complete the order". I immediately called and was told that I needed to be "verified". I gave my address, email, DOB, last 4 of the credit card, my cell phone # to send a text code and my husbands cell phone, and my drivers license number. After 28 min, I was told that I could not be verified and needed to drive to a store to be "verified" in person with a utility bill. I went to store #340. The employee called customer service and the customer service operator wanted TWO forms of I.D. along with my utility bill. I showed my drivers license, military ID, gas bill and two credit cards. The customer service operator then asked for me and the call was transferred to complete the order. Another operator came on the phone and I was then told the items were "OUT OF STOCK"!
After 28 min phone verification at home, driving to the store to be verified and 35 min on the phone at the store, I had no merchandise. My nephew and son are celebrating their birthdays and I have nothing. Sixty three minutes of my time along with gas to drive to the store is worth more to me than to ever have a repeat of this nightmare.
I attempted to email customer service, but their email back to me indicated that sometimes this happens. This should never happen which is why I am emailing you. This is not just about two watches, but it is about my long term commitment to Kohls. I have lost faith in a company that I once believed in.
v/r,
Maureen M. Petersen, MD
COL, MC, USA
