Desiree Moszer sent a message to Kevin Mansell that said:
Mr. Mansell,
First I must state I do not make a habit of writing a company CEO however I am frustrated and angry at the online ordering department and their customer service.
I am a loyal customer of Kohls and have been for over 20 years. At this point if my situation is not rectified I will close my credit card and never order from or shop at Kohls again and I will share my frustration with others. We are a military family living in Germany with an APO mailing address. An APO is a US mailing address that is processed through the military so we can get mail from the US with no additional postage other than the regular mailing expense. We have lived in Germany for a year and a half and I have ordered numerous times through your website to get clothing and shoes for my family. I also shop your store when I am back in the US for business or leisure. I have placed many orders in the past year with no issues.
The mailing process to an APO is if it is mailed First Class or Priority mail it will get to us in a week. If it is shipped UPS or parcel post it will go to New Jersey and is placed on a boat that will take 8 - 12 weeks for delivery. Whenever I place an order I always call and explain that my order MUST ship USPS Priority or First class not UPS. I am willing to pay the difference in shipping as well. Like I said I have never had an issue until this recent order. On Novemebr 25th I wanted to place an order for basketball shoes for my daughter along with other items. I called and spoke with a customer service rep and explained the shipping concerns. He told me to place the order online so he could have an order # to look at. Once I placed the order he informed me Kohls only ships UPS. I replied that was not correct as I have gotten orders in the past shipped priority. I asked to speak to his supervisor. The supervisor came on the phone and then told me they only mail priority to an APO. I expressed that if they could not get here in a week I did not want the order. 8-12 weeks from now as basketball season will be over by then. Tonight I went online to trace my order and it was shipped UPS and is now sitting in New Jersey waiting to go via boat. I called and spoke with a representative in Mexico. I explained the situation to him and asked for a supervisor. 30 minutes later a "supervisor" takes the call reiterating that the order shipped to your address is right and there is nothing that can be done. I asked to be transfered to a rep in the US that understands US shipping so he transfered me to Panama and I spoke with two more people there who read the same script as the reps in Mexico. After an hour and four representatives I then asked to please be transfered to a rep in the US. I was then transfered to a rep in Nicaragua. I asked her if she could please transfer me to a rep in the US. I finally got a rep in the US that reviewed the notes on the account to find the "supervisor" I spoke with on the 25th of November did not note the account that I wanted priority mail. She said there was nothing she could do. I know calls are recorded so I suggested a manager listen to the call and they would see the "supervisor" I spoke with assured my daughters basketball shoes would be shipped priority. She said she could not do that. I requested she cancel the order I placed today as well as recall the order I made on the 25th and refund my account for the orders. If after 6 people and an hour and a half not one person was willing to even attempt to rectify Kohls mistake I do not wish to shop there. She then said she had to transfer me to her boss and somehow the call got disconnected. My daughter will have absolutely no use for basketball shoes after the season is over. This is not the type of service I expect from Kohls. All I was was asking is to rectify the situation the mail me the order Priority and recall the one they shipped or trace it and change the shipping to Priority. I have worked in numerous companies where our shipping department was able to contact UPS and rectify an order so I am a bit confused as to why they could not. My order number is 1741999624. I am hoping you can rectify this situation so I do not have to refuse the order and have to shop elsewhere to get my daughter shoes for a basketball season that has already started.
Respectfully,
Desiree Moszer
dmoszer@yahoo.com
49 611 94118384
