Patrick sent a message to Kevin Mansell – Chairman, Chief Executive Officer and President of Kohl’s Corporation – Email Address that said:
Hi Kevin,
First I would like to commend you for allowing your customers to access you directly. I appreciate that level of openness.
I am a loyal customer of Kohl's having achieved MVC status each year for the past 10 years. In the past 6 weeks, I have spent over $1,600 at the Hamilton Marketplace NJ store. Yesterday I went to the store to purchase a jacket for my wife and was intending to use a $50 Kohl's cash for the purchase. I was notified that the coupon expired 3 days earlier. I explained that my Brother had passed away after an unexpected and brief Illness on Oct 21st which required that I travel to NY to 11 days.
Given the circumstance and the fact I had receipts for all the recent purchases, I naturally figured that Kohls would recognize the unforeseen nature of the lapse in the coupon timing and honor the coupon. Unfortunately this did not happen and I left the store frustrated and perplexed that a loyal customer's unfortunate circumstances were not considered. I called the store today and spoke to a manager who again reiterated the policy and would not help resolve the situation and again I am frustrated and left looking for a solution. It's with regret that I am informing you that I will no longer frequent the Kohl's establishment as I cannot justify loyalty to a company that will not look at serious circumstances that cause a loyal customer to lose earned credits because of a hard-lined policy. This will undoubtedly cause valuable customers to switch to the competition, which I never intended to do. This issue is principal for me considering I have always been loyal to Kohl's and the one situation that I could not control would not be considered in the outcome. It's important for you to know this as It's likely that others with similar situations (health issues, hospitalizations, accidents, etc.) who are loyal, will one day feel as I do and move their business elsewhere. I don't think this is in the best interest of your company but I dont set the roles nor control your PL. I hope someday you reconsider this hardline approach and allow some level of local flexibility so you can retain your loyal customers.
Thank you for your time,
Patrick
