In July I placed an online order with Kohl’s for men’s water shoes, women’s Nike sandals, a men’s University of Arizona sweatshirt, a women’s shirt, men’s watch, and several baby items. I was out of the country when I made the order so the order went to my friend’s home, not the billing address. When I returned to the United Stated I was staying with these same friends -who lived several miles from my home address (the shipping address) in Arizona. I am renting my home currently to my son and one of his friends.
In August I realized my Kohl’s order never arrived and looked it up on line. Made a call and was transferred to a foreign speaking male in the fraud department. He told me my order was not placed because it was “suspicious”. Excuse Me?? First he claimed it was suspicious because the billing and shipping address did not match and usually that raised a flag if they were not in the same state. I reminded him the addresses were a few miles away and in the same zip code. Next he said it was suspicious because of the items I ordered. Excuse Me? He responded something about buying baby clothes at my age. What?? Also mentioned was the cost of the order. My order was originally around $150.00 which I think is not an extremely high figure for an on line order.
He claimed that I was contacted from the fraud department that there was a hold on my order. I was not contacted by phone, email, or by the US mail so I am not sure how I was supposed to have been contacted. That is the first customer service concern. Or should I say lack of customer service concern.
I then asked to have the order shipped promptly as I was leaving the United States again and wanted the items. He gave the dates the items should arrive and it was up to and including my departure date. He refused to have the items shipped in any quicker manner. I then talked with customer service and they also refused to have my order shipped any quicker way. The order did arrive less than 12 hours before I left.
Because of the delay in contacting me about this problem with my order, several of the items I wanted were then out of stock. One of the items was an on sale XL University of Arizona sweatshirt for my son who is deployed. Thanks again, Kohl’s.
I have done many online and in store purchases with Kohl’s in the past. This entire experience has made me rethink where I shop in the future. I realize customer service mistakes happen. When they do, you apologize or make things right for that customer. This never happened. I was not treated like a customer with respect. Kohl’s apparently didn’t care if I was their customer. They never responded back to me once.
Online purchase concern
In July I placed an online order with Kohl’s for men’s water shoes, women’s Nike sandals, a men’s University of Arizona sweatshirt, a women’s shirt, men’s watch, and several baby items. I was out of the country when I made the order so the order went to my friend’s home, not the billing address. When I returned to the United Stated I was staying with these same friends -who lived several miles from my home address (the shipping address) in Arizona. I am renting my home currently to my son and one of his friends.
In August I realized my Kohl’s order never arrived and looked it up on line. Made a call and was transferred to a foreign speaking male in the fraud department. He told me my order was not placed because it was “suspicious”. Excuse Me?? First he claimed it was suspicious because the billing and shipping address did not match and usually that raised a flag if they were not in the same state. I reminded him the addresses were a few miles away and in the same zip code. Next he said it was suspicious because of the items I ordered. Excuse Me? He responded something about buying baby clothes at my age. What?? Also mentioned was the cost of the order. My order was originally around $150.00 which I think is not an extremely high figure for an on line order.
He claimed that I was contacted from the fraud department that there was a hold on my order. I was not contacted by phone, email, or by the US mail so I am not sure how I was supposed to have been contacted. That is the first customer service concern. Or should I say lack of customer service concern.
I then asked to have the order shipped promptly as I was leaving the United States again and wanted the items. He gave the dates the items should arrive and it was up to and including my departure date. He refused to have the items shipped in any quicker manner. I then talked with customer service and they also refused to have my order shipped any quicker way. The order did arrive less than 12 hours before I left.
Because of the delay in contacting me about this problem with my order, several of the items I wanted were then out of stock. One of the items was an on sale XL University of Arizona sweatshirt for my son who is deployed. Thanks again, Kohl’s.
I have done many online and in store purchases with Kohl’s in the past. This entire experience has made me rethink where I shop in the future. I realize customer service mistakes happen. When they do, you apologize or make things right for that customer. This never happened. I was not treated like a customer with respect. Kohl’s apparently didn’t care if I was their customer. They never responded back to me once.
From an unhappy customer,
Jill Schneden