Nancy sent a message to Kevin Mansell Chairman, Chief Executive Officer and President ,Kohl's Corporation Email Address that said:
I am a long standing MVP Kohl's customer and a stock holder. I will NOT step foot in, nor order another thing from Kohl's until this total *** up on Kohl's part is corrected to my satisfaction.
I have not spent over a total of at least 10 hrs. trying to get this issue resolved to no avail.
Kohl's owes me $ and until I receive it, no way I will do another further business with you.
1/30 I placed an online order for items with a rebate expiring at midnight 1/30.
I used a discount, due to expire at midnight 1/30. The order took the discount.
I live in MST, the order processed in CST, thus the rebate was invalid.
First inconsistency, discount should not have applied if the order was processing in CST, but it did, so was definitely under the impression the order was processing in my time zone.
Called to no avail, online support, customer service numerous times, just to finally be told there was no way to fix this without goin into a store.
Kohl's either owed me the $210 in missing rebates or needed to take the merchandise back.
Went into the store in Thornton, CO as that is enroute to the airport which I now travel to/from twice a week.
Store management spent over 45 mins. trying to figure out how to resolve this. The asst. manager assured me this would be resolved, to please take the merchandise with me, not returning it and they'd see to it I received the due $210.
Store manager then wanted to escalate, to see to it this was resolved in the system and didn't happen again and that the $210 came from the online dept. vs. store level.
Received a call from a customer rep. with the online dept.
He said there was no way to cut me a check for the $210 that originally should have been a Visa gift card.
He also said he couldn't do a $210 credit to my charge as it had no balance.
He finally said he could do a $210 credit, that could be referenced via a # he gave me. I very clearly asked him if the credit was being put in in a form that would not effect earning Kohl's cash or using my disc. code that I had just received. Basically told absolutely the credit will come off the bottom. Only stipulation was could I make sure the order was at least $250 so there was a balance due to prevent the system from kicking it out.
No problem, I had luggage to purchase.
Wrong!
Absolutely huge problem!
After NUMEROUS calls, attempting to use the credit , asking to speak to numerous supervisors to no avail, the representatives were insistent in taking the credit as Kohls cash, thus the $210 no longer qualified to earn Kohl's cash, thus another $40!
Not only the $40 lost, but now on top of that I was to loose the 30% disc. on the $210, thus another $63!
Wow this just kept getting better and better!
Finally today, after arguing with the supervisor, Erica Curry, that taking the $210 credit off first was costing me $$, she then consulted her manager, Robert Crowder, who apparently does know how to do simple math! He finally got the 30% issue resolved.
This doesn't end it though!
I am still out the $40 in Kohl's cash and hours of my time and virtually unlimited frustration with Kohl's.
As a side note, the items that had a rebate, expiring 1/30, still showed online "Rebate Available" on 2/4!
Your rebates and discount schemes do nothing but cause ill will when they are not implemented properly!
Fed up to say the least.
Make it right or lose a long standing customer, your choice!
Nancy
