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Kohl's Complaint - Worst shopping experience
Kohl's Complaint

Kohl's Complaint

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Worst shopping experience


Hi,
I am writing to let you know my utmost unpleasant experience with Kohls.com. I would like you to take this feedback to the top most level and maybe it can help you retain your other customers.

I had ordered an item (order# 1650913203 and SKU# 94198648) which was supposed to be delivered to me between Dec 03-Dec08. I really needed this item by Dec 08 since I was travelling on Dec 09 and I had bought this item as a gift. Because of this urgency, I was constantly tracking the status of the item. Until Dec 08 3:30 pm EST I was told that I would receive the item on time which is the end of Dec 08 but suddenly on the same day around 7pm I was told that I would not receive the item. I called the customer care service multiple times, spent hours talking to supervisor and all they said that I could have my money back since the item was not being delivered on time. I spoke to the UPS courier service and I was told that the package was delayed because the warehourse did not ship the item on time.

I asked customer care how could just the refunding money have helped me. I had purchased the item and It is Kohl%u2019s responsibility to get me the item on time but he insisted on refunding the money. Please know that it was not about the money but the item. I needed the item at any cost. All this while Kohls.com mis-informed me about the delivery of the item. If I had known even a couple of days ago that the item was not going to be delivered on time, I would have ordered a replacement from some other store.

I asked Kohl's customer care what they were going to do to resolve my concern, and all they said that they would refund the money, as if there was no value of my time and efforts. I had wasted 12 days not received the item. I now only wish I had gone to a different store and bought the item from there.

I asked customer care if there was no value of my time to which I was merely offered an insincere apology, without offering any alternate option. Since getting the money was not going to help me, I offered an alternate option. Since Kohl was committed to get me the item by today, I suggested customer service to buy me a similar watch from a nearby store. I suggested that I would purchase the item using my own money from a nearby store and send the bill to Kohl.com which you can reimburse me later. Since it was Kohl's mistake, Kohl should bear any extra cost. However, this suggestion was outrightly rejected. To me it felt like that even there is an option available, Kohl.com would not make an attempt to address customer%u2019s concern. The customer care was adamant on just refunding the money completely ignoring my concerns and all the inconvenience I had suffered.

This was very frustrating and possibly the worst shopping experience I have ever had. It seemed to me that Kohl.com does not care about the customer%u2019s time and convenience. I am very dissatisfied by the service. It is not the kind of service you expect from a store like kohls.

I hope you would take this feedback into consideration and make an attempt to better address customer's concerns.


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