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Kohl's Complaint - Good sales shouldn't equal bad customer service
Kohl's Complaint

Kohl's Complaint

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Good sales shouldn't equal bad customer service


I just returned from shopping at the Franklin, TN Kohl's location (300 Spring Creek Dr, Franklin, TN 37067). I was very excited to see so many great sales over the Tax-Free Weekend and quickly found several hundred dollar's worth of merchandise.

I ran my MasterCard through to check out and the cashier was puzzled when the computer prompted him for a merchant number (this told us he must've been brand new). We waited patiently while he called the manager, Vicki Faulk, over to assist. She handed him the merchant number and he passed it along to the operator on the phone. We waited again while he whispered to Vicki that the merchant number was incorrect.

Vicki said she was going to find another number and disappeared. Meanwhile, I decide to be proactive and call my credit card company. I find out that I have a $13,000 available credit and there are no holds on my account. I communicate this to the cashier this and continue to wait. THIRTY minutes pass by and there are now several families behind us waiting in line.

The cashier gives up and tells me that this merchant number should've worked and I would just have to come back later with an alternate form of payment.

What happened to the customer always being right? We clearly heard him say the merchant number they had on file was incorrect and there were no efforts to fix that problem. Instead, the easy solution was to blame and embarrass the customer... which they did, and after close to an hour of total shopping and waiting time, I walked out empty-handed.

I understand this will be a busy shopping weekend for Kohl's, but before outfitting Vicki Faulk and her staff with the responsibility of handling large crowds, perhaps they should have budgeted a little extra for some classes in Customer Service 101. Good sales or not, my trip to Kohl's was an enormous waste of time and I will not be back.


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