SHOPPING AND RETURNING AT KOHL’S AND WHAT YOU WANT TO KNOW BEFORE YOU BUY.
The other day I bought five items at the local Kohl’s store. I used a $10.00 off cash coupon from a previous purchase, which they matched with another $10.00 off coupon and then took 15% off thanks to the local Sunday paper insert ad I dutifully clipped out.
That was all well and good, a total of $20.47 in savings on a $155.00 purchase took the bill down to $124. and change, and off I went with my receipt in hand AND ANOTHER KOHLS CASH COUPON for $20.00 off my next purchase between the following Wed. and Saturday.
Kohl’s CASH BACK doesn’t Play in Vegas.
Sounds great, such a deal you are saying…
Until the saga of the return policy for Kohl’s began…
On Wed. I returned 2 items. The “FULL REFUND POLICY” is printed on the receipt in BIG BOLD PRINT, but the return receipt is very complicated to understand.
The discounts are broken down and charged back against each item purchased, but the logic as to how this is done, is not exactly spelled out or easy to understand at all.
First you can assume correctly that the 20.00 in cash off and the 15% discount is aggregated and deleted from the total cost of the items paid, so my return value was returned to my credit card, including the tax, but the computation used was not explained by the printed receipt nor the sales associate at the counter. The best line of the day was, “well your $20.00 Kohl’s Cash is voided because you didn’t spend 100.00 anymore, even though the remaining value of the 3 items kept was over $50.00. and the proffered response when I pointed this out was, when you come back to shop again, I’ll give you another $10.00 coupon to use next time.”
So, before I left the store (the first time…you see where this is going) I lost 20.00 and the total of the credit to my charge card looked off.
I left upset and promptly tweeted about the #kohls #fail, to which I received a quick @message from twitter@kohls.com in about 30 min. Not bad, but as I responded to the tweet with an email explaining my frustration, including pictures of the two receipts, the email become more ambiguous than helpful.
After being told in the 2nd and 3rd email that if I returned tot he store, the store associate or manager could “correct” the “miscalculation I had been subject to.”
Having done the calculation in the most simple of math forms, divide the discounts by 5 items… add the tax on that total and get the total….
I asked Mr. C.Q., if he could tell me, via email, exactly what I should expect to receive upon returning to the store.
The reply was simply; “the associate or manager will know what to do…”
SO, with blind faith, and the assumption (we know what that means…) I returned to the same Kohls store that evening.
The sales associate had no clue what I was misunderstanding about the receipt, as she tried to point out what was so clearly printed on the paper but could NOT explain how the calculations had been arrived at.
At my insistence she summoned the “store manager” who was professional and knew that yes, the calculations didn’t make any sense according to his math skills on his iPhone, but based on my lack of evidence (emails) didn’t know what to do to correct my situation. I tweeted from the store, but the social media ears were gone for the night (east coast time) so all I got was the auto-responder that SOMEONE would get back to me.
TWITTER @ KOHLS
And so they did… A different person without the benefit of checking my name or email or twitter handle in the computer to know this was a return visit of a different kind.
When I explained to person #2, that I had “spoken” to C.Q. and this was yet another #fail for #kohls… she quickly apologized and suggested I return to the store AGAIN, along with offering me some coupons for my time and frustration.
Coupons, really?
I asked that the name of the store manager be supplied, and that I be given some idea what exactly would be the resolution, as the “credit” for the “miscalculation” had to be applied “in-person” since I didn’t use my Kohls charge…
I did receive an email from the store manager, with her hours, so can make an appointment to meet this person…
However, as I will return there this week, I suggest to everyone shopping at Kohls… the following…
1. Be sure you REALLY want the item, it fits or whatever, because returns at Kohl’s aren’t easy, and may not be “FULLY REFUNDED without serious scrutiny.
2. Imagine how many people don’t “catch” the “miscalculation”, and how much money Kohl’s gets to keep… they say they do not charge a restocking fee.
3. Exchange or return your item quickly. I don’t know what Kohl’s policy is on a FULL REFUND if the item you bought goes ON SALE between the purchase date and the return date.
I am curious to compare the “Everyday low price” deals of other retailers selling similar fashions, to the net cost of the items purchased at Kohl’s, after the cost of gas and time to make yet another visit (#3) to the Kohl’s store over 1 purchase. At my billable rate, the time wasted is more than the value of all 5 items purchased originally. #Iloseshopping.
Stay tuned for the next chapter in my Shopping at Kohl’s coupon, discount return escapade…