BEWARE of KOHLS on line

[Bella the Ball 360]

I have shopped at Kohl's on line especially for years. The other day my package arrived and while it had my name on it, the contents were not mine. Furthermore, the packing slip with all its info inside the package was not mine either. You'd think a major mishap like this would be greeted with all out customer courtesy wouldn't you? WRONG, I am still in the process of trying to get this cleared up and even a letter to the president has not yet fixed the problem which has been going on for close to a week now.

I called customer service twice. The first time the rep got ALL the info wrong and they kept telling me I got my package. YES I did get a package with my name on it but it was not my package!! I called back a while later only to find out that the original rep entered ALL the wrong information! They wanted me to hand my package to the UPS pickup person. Well unfortunately, I work two jobs and there was not a convenient time for me to be at home and WAIT till UPS came to pick up their mistake. I was unable to get to the store either. THAT's why I purchased on line!!!!! They did not want me to leave the package on the porch for pick up. Can I reiterate this is not my fault and they should be the ones mea culpa-ing not me!!

So I needed the mdse for my nephew's birthday on Saturday. As yet I do not have the items and if I am correct Saturday is tomorrow. I lost all my codes and Kohls bucks! Working with their customer service is worse than trying to trudge through the mire of any government agency. My charge is all screwed up with credits and charges!

MUCH more so than the contents of the package, is the fact that some unknown person out there has my information. I could use the info I have on the packing slip in my package to look up tons of info on that person had I been an unscrupulous person....I am not but I do not know who got my info. I do not know how many packages were mixed up, was it just mine and the other person or were many
packages mixed up? I might add I was part of the Target Data Breach.

Years ago I had ordered a comforter from Kohl's and the package was never delivered or if it was it was stolen off the porch. Bottom line they made me feel like a criminal and I had to wait 3 months to get a refund which btw I am not even sure I got! All not my fault. I wish I had learned my lesson then.

Bottom line, Kohls on line customer service is inefficient and unsympathetic. This is a buyer beware. I know I will never purchase on line from them again. I know this is a long post but trust me it is the abbreviated version!

 

[usnuzuloose]

This is why I don't order stuff like that online. I don't want to deal with that kind of issue. The only thing I order is for my kindle. I hope you can get it straightened out soon.

 

[Donnainnj]

I have shopped at Kohl's on line especially for years. The other day my package arrived and while it had my name on it, the contents were not mine. Furthermore, the packing slip with all its info inside the package was not mine either. You'd think a major mishap like this would be greeted with all out customer courtesy wouldn't you? WRONG, I am still in the process of trying to get this cleared up and even a letter to the president has not yet fixed the problem which has been going on for close to a week now.

I called customer service twice. The first time the rep got ALL the info wrong and they kept telling me I got my package. YES I did get a package with my name on it but it was not my package!! I called back a while later only to find out that the original rep entered ALL the wrong information! They wanted me to hand my package to the UPS pickup person. Well unfortunately, I work two jobs and there was not a convenient time for me to be at home and WAIT till UPS came to pick up their mistake. I was unable to get to the store either. THAT's why I purchased on line!!!!! They did not want me to leave the package on the porch for pick up. Can I reiterate this is not my fault and they should be the ones mea culpa-ing not me!!

So I needed the mdse for my nephew's birthday on Saturday. As yet I do not have the items and if I am correct Saturday is tomorrow. I lost all my codes and Kohls bucks! Working with their customer service is worse than trying to trudge through the mire of any government agency. My charge is all screwed up with credits and charges!

MUCH more so than the contents of the package, is the fact that some unknown person out there has my information. I could use the info I have on the packing slip in my package to look up tons of info on that person had I been an unscrupulous person....I am not but I do not know who got my info. I do not know how many packages were mixed up, was it just mine and the other person or were many
packages mixed up? I might add I was part of the Target Data Breach.

Years ago I had ordered a comforter from Kohl's and the package was never delivered or if it was it was stolen off the porch. Bottom line they made me feel like a criminal and I had to wait 3 months to get a refund which btw I am not even sure I got! All not my fault. I wish I had learned my lesson then.

Bottom line, Kohls on line customer service is inefficient and unsympathetic. This is a buyer beware. I know I will never purchase on line from them again. I know this is a long post but trust me it is the abbreviated version!

If I were you, I would post your experience on their Facebook page. Usually allows for a quicker resolution. Donna

 

[cabanafrau]

That stinks. I hope it's cleared up as much as it can possibly be very soon.

I've had very good luck with Macy's online and when having things shipped from Nordstrom as well.

 

[Bella the Ball 360]

That stinks. I hope it's cleared up as much as it can possibly be very soon.

I've had very good luck with Macy's online and when having things shipped from Nordstrom as well.

This is truly the first company that has ever given me a problem on line and I shop on line a lot. I think that is what makes them stand out even more.

 

[rwdavis2]

We had a similar experience with Kohl's on line a few months ago and vowed to never shop there again. The prices aren't that great anyway eve if there is a "sale" and the 30% of coupon.

 

[indygirl99]

This is truly the first company that has ever given me a problem on line and I shop on line a lot. I think that is what makes them stand out even more.

Then you are truly blessed. Read just about any business Facebook page and you will find this very same mix-up happens frequently. And most of the business treat the customer the way you have been treated. It is rare to get the matter taken care of correctly and immediately.

 

[JenM]

I just went through this with the Disney Store online. Ordered 3 Star Wars Elite Series figures - these are exclusive to the Disney Store, and selling out fast in the stores.

I got an email that it shipped on 9/8, and an email that it delivered on 9/10. But no package ever arrived. I sent an email to guest services (their call center was gone for the day) and got a reply that "A magical delivery is on its way, Christine!" My name is not Christine.

This email said the package had been shipped on 9/10, and would arrive on 9/14. Again, no package arrived. I checked their tracking number, and it looks like my apartment number was left off of the shipping label. My apartment number was on the order confirmation, so it was definitely submitted.

So I emailed again with all of this information, and I received a reply apologizing for the "mishap". Disney Store said they were reshipping the items, but unfortunately, one of the figures was now sold out. So they told me I would be getting a $30 gift card to make up for the lost item.

I thought it was a little silly that I was still going to be charged for an item I wasn't going to get, especially when they were the ones who screwed up my order in the first place (and even got my name wrong the first time they replied). So I replied back and asked for a refund instead, to which they replied back and agreed to give me the refund.

I normally don't order things from stores online, but Disney made so few of these Star Wars figures that they're selling out too quickly in stores, so it's either order online or compete with scalpers on ebay. At this point, I almost don't want to bother trying to collect the rest.

The package is supposed to arrive today. Can't wait to see if there's actually anything there when I get home.

 

[zoo2tycoon]

I signed into my Kohl's account online to place an order once and found someone elses credit card information on my account. I immediately called Kohl's customer service. It was like talking to a brick wall. They couldn't understand what I was saying. I mean it had the lady's name/address and while I could only see part of the credit card number I could have done a lot of shopping. They couldn't explain how it happened but after a few calls I finally got someone who understood what happened and fixed it.

Macy's is even worse. I ordered suitcases based on their information posted on website. The first set arrived boxed very nicely, but was oversized for all airlines. So I took these 4 suitcases to the closest Macy's which is 50 miles away (price was what made me order). Ordered new ones as the store didn't have the ones I wanted. They arrived in various shipments (turns out the orders ship from different stores). The boxes weren't taped shut in areas and looked like they had been run over by a truck (this was not UPS fault as the boxes were beat up to start with). I drug all 4 of those back to the store in the boxes and showed them how things were sent out (I actually ended up with an extra suitcase (try explaining that to someone-OMG). Finally found more expensive ones in store. I will not order from Macy's due to the way they ship things.

 

[Jaya]

Hamlet had the same problem:

 

[kaytieeldr]

I have shopped at Kohl's on line especially for years. The other day my package arrived and while it had my name on it, the contents were not mine. Furthermore, the packing slip with all its info inside the package was not mine either. You'd think a major mishap like this would be greeted with all out customer courtesy wouldn't you? WRONG, I am still in the process of trying to get this cleared up and even a letter to the president has not yet fixed the problem which has been going on for close to a week now.

MUCH more so than the contents of the package, is the fact that some unknown person out there has my information.

I guess I'm confused. If the packing slip isn't yours, and the merchandise in the package isn't yours, what do you think a fellow Kohls.com shopper could do with your name and address that they couldn't do with any other random name/address? Do the contents and packing slip match? Maybe a human put the wrong label on a box or two.

Can I reiterate this is not my fault and they should be the ones mea culpa-ing not me!!

Well, they're not saying it's not their fault. I'm not sure how reasonable it is to expect an international delivery company to work around your schedule. Is there a UPS Store anywhere near you? They generally have more liberal hours and more convenient locations.

I signed into my Kohl's account online to place an order once and found someone elses credit card information on my account.

Okay, now that's a bit nerve-wracking. Have you changed it back and changed your password since then?

 

[Bella the Ball 360]

I guess I'm confused. If the packing slip isn't yours, and the merchandise in the package isn't yours, what do you think a fellow Kohls.com shopper could do with your name and address that they couldn't do with any other random name/address? Do the contents and packing slip match? Maybe a human put the wrong label on a box or two.

Well, they're not saying it's not their fault. I'm not sure how reasonable it is to expect an international delivery company to work around your schedule. Is there a UPS Store anywhere near you? They generally have more liberal hours and more convenient locations.




Okay, now that's a bit nerve-wracking. Have you changed it back and changed your password since then?

Look, I always expect someone to be the devil's advocate in any situation I post but really WHAT I expect is that I can LEAVE the package on the porch and not be expected to stand there and WAIT for the international company to come and TAKE IT FROM MY HANDS which is what they want.
It's okay that I am inconvenienced but they don't want to be?

OF COURSE my personal information could be gathered in a million different ways HOWEVER it would be random and require a LITTLE MORE EFFORT THAN having it handed to them. Finally, I EXPECT that when I call and report the problem that the service agent will get the problem correct and NOT put that I received my package! Furthermore, if I had not called back I would never have known that she had completely mixed up the information! Silly of me isn't it to expect that ? If this was the first time I had a problem of this nature with Kohl's or if they did not over the past few days screw up my charge even more I guess I would be a little more generous but then maybe my standards are too high. Check out the many reviews of this company on line with similar issues. I guess I EXPECT them to find the weak link in their system and strengthen it. Jeesh, I guess I expect a lot huh?

 

[DeluxePrincess]

I've heard horrible things about Kohls online. I have a friend that was shipped the wrong sizes and it wasn't easy to straighten out. I've also heard of shipments taking WEEKS to arrive, probably due to issues like the OP posted.

 

[mnrose]

I have to sing the praises of Amazon customer service. Two instances in the last couple of months have made me a diehard customer. The first was when I ordered something and within 5 minutes, changed my mind (my husband convinced me there was a better solution to the problem than what I ordered). Anyway, it was too late to cancel on line (seriously...that's how FAST they are at Amazon), so I spoke to a customer service rep who immediately solved the problem for me. My mistake. They still solved the problem.

The second was that my BIL from New Zealand was visiting for a couple of weeks. He bought a new cell phone here and was complaining about the cost of cases in the store. I asked him whether he had looked at Amazon, and he hadn't. We looked together and found one that was perfect for a very good price with Prime shipping. I ordered it. He needed it before he left the country, and I assured him that would be no problem. Well, the package didn't arrive when it was supposed to and I got a message that it was "rerouted" because of a shipping error and would arrive (you guessed it) the day AFTER he left the country. I called Amazon, explained the situation and the customer service rep immediately had ANOTHER shipped with next day delivery at no cost to me. Problem solved. By Amazon.

In both cases, the customer service rep I reached was helpful and polite.

 

[RedAngie]

OP, hope your problem gets resolved pronto.

Not a Kohl's online ordering problem, but I once had a frustrating experience with them.

About 4 years ago I attempted to pay my Kohl's bill via phone. I usually pay online via my bank, but my internet must have been down that day. So I called and of course got the automated voice system. OMG, what a tedious ridiculous long-winded process!! I could have driven to the store and returned home (or built a meth lab) in the time it took to complete the call. 2 or 3 times there were interruptions for advertisements, like "Kohl's is currently having a 20% off sale on Rachael Ray cookware. Would you like to receive more information by e-mail." Then after the process was done, the voice asked if I would fill out a survey rating the experience. Oh hell yes!!! "Rate you overall experience from 1 to 5 with 5 being the highest." So I hit 1. Then the voice comes back on "Perhaps you misunderstood. 1 is the lowest rating, 5 is the highest. Please enter your choice again." After screaming and uttering a few salty words, I just hung up because I couldn't deal with it anymore.

Other than that, I enjoy Kohl's. I don't think I ever ordered from them online. I rarely buy anything online, maybe once a year.

 

[kaytieeldr]

Look, I always expect someone to be the devil's advocate in any situation I post but really WHAT I expect is that I can LEAVE the package on the porch and not be expected to stand there and WAIT for the international company to come and TAKE IT FROM MY HANDS which is what they want.
It's okay that I am inconvenienced but they don't want to be?

"They" pick up and deliver several hundred packages daily. That's each driver. So it's not a matter of them being inconvenienced, but that they don't necessarily know when they will be at an address. Ask for help from a neighbor. Hire a TaskRabbit. Take it to sHOW Store. But no, UPS - which didn't misplane or misdirect your package - isn't going to make the exception deposired.