THIS IS A ZERO STAR REVIEW

I'm absolutely appalled at how this business conducts itself and how misleading and how much of a misrepresentation it is to the general public when it comes to Kohl's and kohls.com. They are two completely separate entities where one will not help the other.

Every year around my birthday this company gives me $10 to spend in their store which I appreciate. On my birthday I purchased two large pillows using up most of the $10. I had a week to pick up my order which I did 6 days later in the only Kohl's in our area at zip code *******, being Prescott Valley, Arizona.

While in the store I noticed for the first time when looking at the email, that my order was sitting in a store in Las Vegas. This is not the first time this app has sent my items to Las Vegas. I clearly put in the store that I wanted my order to be sent to but for some reason it ends up 250 miles away.

A simple fix would have been to have replaced the two pillows while I was in the store and when I asked somebody in customer service for a manager they said Kohls.com and Kohl's are two completely different entities and cannot interact with each other. The public needs to made be aware of this.

I was told basically to waste my time and call customer service. I got a lady called Victoria who with her broken English I had to explain the story twice where I got absolutely nowhere.

I asked for a supervisor and instead of one coming on the phone I had to wait for between 3 to 5 minutes while she types out the whole story and then a supervisor finally comes on the phone.

I got another person with broken English by the name of Diego who was the requested supervisor. Once again he could not help whatsoever.

I called the headquarters at *******000 to which when you press zero which means 'other,' as I did not want to be redirected back to Kohls.com again it simply loops itself and puts one back onto the menu again. I tried this three times yesterday and finally gave up.

I then decided to call the manager of the store in Las Vegas where my two pillows were sitting, hoping that she could get in touch with a manager at my local store where I could pick them up next week. She also informed me that Kohls.com and Kohl's are two separate entities and nothing could be done. She said that she'd request a callback for me from the headquarters to sort this mess out.

No one called yesterday so I wasted more time today and attempted to call the headquarters again to which the menu loops itself.

I then called back the Las Vegas store where Amelia the manager who I spoke to yesterday is now on vacation so I got another manager called Kathleen. When I simply asked her to call the headquarters for a call back she said 'well I'll get in touch with Amelia she's on vacation right now.' I wouldn't want to be bothered by a store if I was on vacation; Amelia isn't back in the store until a week's time being next Wednesday so I said 'let's forget that I even spoke to Amelia could you please call the headquarters for them to call me back.'

The reason why I wanted the pillows when I did is because they were on sale at the time whereas they probably aren't on sale now so I'm not going to get them for the $10 that I originally had.

Of course nobody has called me back from headquarters. Does this surprise anybody?

I ordered an electric blanket for $92.89. It was never delivered, and I never received the money back (despite much effort on my part). I can't believe the website has in print that it's a "hassle free return", you can't even get your money back if they don't get it to you in the first place. Here's the details:

I'm so burned that I'm still annoyed about this a year later. January 2023 I ordered an electric blanket to warm my aching body on cold nights when I get home from a job that's hard on my body. I still don't have it on cold nights.
I got a confirmation email for the order. My account was charged. The product never showed up. I wasn't even notified that they apparently couldn't deliver it. Apparently the US Postal Service didn't want to deliver it to my house. A side note- I always attempt to enter my PO Box as the delivery address and would have been happy to pick it up at the Post Office desk, I only enter a house address if the website doesn't allow a PO Box to be entered. This means they use the Postal Service to deliver, but won't let you enter your PO Box (or at least didn't at that time).
Dealing with this rediculousness for a not-cheap order was definitely a hassle. I first called Kohls. They couldn't help or even transfer me. You have to call the help desk specifically for online orders in order to deal with it and they only work certain hours.
I do so in the next few days and am told I'll get a full refund back to my account. They're out of the product, so that was the only option. I wonder who they gave the product to?
I was lied to. The refund never showed up.
I had been told it would appear in the next 30 days. Of course with so much time to sit on it, it slipped my mind until a few months later. A LOT of babysitting and marking of your calendar apparently has to be done when Kohls.com messes up.
I then call the specific help desk for Kohls.com again and am told that a manager has to be spoken to, in order to look into this, and contact is made again a few days later. I was told I would get the refund.
Later in the mail I get a Kohls gift card for about $50. Nope, not my refund that I was lied to twice about, not in money, not in the amount of money I was told I would get- but about half the cost on a card I have to use by giving it back TO THEM.
It gets better. If it had been put back in my account I would have it. Gift cards can be more easily lost or stolen, aren't insured like my FDIC bank money is. Yup you guessed it- it's not in my wallet. I know that Kohls didn't loose or steal that card, but one of the reasons I don't like gift cards or cash is for this reason- it should've gone to my account.
It's like they did everything possible to make things in a way that would cause the least amount of possibility for me to get the refund.

I'm a longtime member of Kohl's but ever since the new CEO took over, Kohl's is making poor decisions. Gass' first big move with Kohl's was a complete failure. They paid millions for the Property Bros image and merchandise and those were overpriced and Clearanced out within 6 months. Next up was the "Thin Blue Line" merch, which showed support for police, those were removed from the stores during the BLM protests and riots. Then My Pillow was removed because he was a Trump supporter. Kohls then attempted to diagnose its employees by telling them that they were bias about other people, what a way to treat your employees! Kohls even uses the political buzz words of the day, like, equity, inclusivity, diversity, all while, in fact, not providing equity to its employees, they just make everyone wear black for that illusion. Kohls then began adding black raised fists and rainbow flags, which is fine, but not at the expense of police support. Then Kohls removed almost all of their Loss Prevention, allowing thieves to come in and take whatever they want, several times I've watched crooks walk out with loaded bags of merchandise while I'm left there paying for mine with my hard earned money. Happen to see a pattern here? Meanwhile, Gass has a private jet and crew for business and pleasure, that's provided by Kohl's. When questioned, Kohls responded by saying that it was ensure her safety but how could that be when most plane crashes are private jets or helicopters? Because it's all a lie. Kohls can barely keep its employees as of now because their pay is awful in comparison to other companies. Kohls went all in with Sephora, a high priced, high theft item, even though their biggest theft is jewelry! It's almost as if Gass and her corporate cronies are politically involved and are detached from any sane reality while ostracizing half of their buyers. Kohls will tell the public they're doing better than they are and will fail to mention all of the employees they have to fire and underpay in order to meet their goals. Does that sound like a company doing well to you? Before JC Penny's and Sears went under, they cut their security and then the ship sunk quickly and this is what we're seeing with Kohl's, a gradual sinking of the ship. Makes no difference to Gass as she's pulling in millions a year and will be fine while the rest of the "bottom feeders" will suffer. Just a poorly managed and out of touch company pretending to be something that they are not.

Rant. I know that most of us rely on either going down to the front range, Online or Junction to shop for items we just can't get up here. Let me tell you NOT to use Kohl's ONLINE. First and foremost, anyting under $300 will cost you the return shipping. Yep, it's 2020 (sadly) and this MAJOR retailor during this turbulate financial time doesn't bother to send you a return lable. They make you pay for it. In a recent experience, I purchased a duvet and duvet cover thinking, yay! Great deal, after using my Kohl's cash & their sale. Um, no. When the (name brand BTW) duvet got here it was thin and cheap. The duvet cover, while pretty, was suitable (maybe) for summer, as it was light weight. I also noted that the cheap cotton probably would have bled like Aunt Flo when you washed it. I literally didn't take it out of the bag, I could tell it was that bad. So, I call Kohl's, I thought it was a matter of simply calling for a return lable, I mean, after all, literally EVERYONE else does. After a climb like Mount Everest through the entire "floor" staff of the customer service department I get bubkis, actually that's not true, I get the offer of a $50 credit on Kohl's cash. Em? No. So, having been a corporate exec as well as then my own business owner, I craft a polite, yet firm letter to CORPORATE. This is after I get a snarky Email from them. BTW, I had to leave 3 messages on their "Corporate Help line". Luckily we had an aquaintance happen to be up from Denver. I sent the products down with them so my Mom could pick it up. Talk about a pain in my $#*!, as well as my mother's! To further insult me the damn credit didn't even show up! NOW, Corporate is offering me $20 (in Kohl's cash)! The bottom line? With retailers closing doors left and right let's face it, you're next. I am closing my account (of 22 years) and striking this retailer off my list of places to shop. I wanted to warn others so they aren't stuck paying outragous return shipping for subpar merch.

I ordered 2 cargo shorts for young men. I wanted to pick it up at the store but it said that store pick up was unavailable. I agreed for Kohls to send the package by mail, The package (s) because they sent the shorts in separate packages. When I was placing the order the system showed that I had not updated my mailing address so I went ahead and changed it and submitted the order. Without any reason the system chose to request that the packages be delivered by mail to the Kohls store in Crystal Lake. A week after the day I was supposed to receive the packages I called the store,, the clerk checked and told me that the packages through the post office, that I needed to contact the post office, which I did. They opened and investigation. They found that the packages were delivered to the store in Crystal Lake. They claim that they don't have them. I was told that I had to call customer service, which I did. The vs representative verified that I had changedthe address but couldn't understand why would the system even allowed to have a store as the delivery address. She also verified that the packages were delivered to the Crystal Lake store. And went on to say THAT KOHLS DO NOT TAKE RESPONSIBILITY OF THE MISSING PACKAGES THEREFORE, THEY WILL NOT GIVE THE SHORTS NOR THE MONEY THAT THEY CHARGED TO MY ACCOUNT. I REQUESTED TO SPEAK WITH A SUPERVISOR. SHE TRANSFERRED ME AND THE CALL WENT INTO A VOICE MAIL. I LEFT A MESSAGE AND AS OF TODAY I HAVE NOT RECEIVED A CALL FROM THAT SUPERVISOR. I CAN'T BELIEVE THAT AFTER ALL THE YEARS THAT I HAVE BEEN YOUR CUSTOMER, I'M TREATED THIS WAY. YOU GUYS WANT TO KEEP THE PRODUCTS AND THEN MONEY. THAT'S STEALING!

I have dealt with Kohls a lot since Black Friday and have several points to make.
1. I placed several orders online, which if combined right would have resulted in more Kohl's cash. So combine your purchases to maximize the Kohl's Cash. Received two Kohl's orders at my house from UPS or FEDEX, but the truck wasn't identified as either. You can track your online order and the last one said "delivered". Couldn't find that order and called customer service. While speaking to her, noticed that it said "mailbox" - so I ran outside and down the driveway with my cordless phone and voila! There it is in the mailbox. OK - my silly fault. Customer service was polite but if I have a general question, I prefer to call my local store.
2. This is the only place I could find a decent selection of Black Hills Gold and with two discounts, the price was excellent. The Kohls Cash was a bonus. Downside would be if you need a ring sized, it is not included like it would be at a jeweler. You would have to take it to a jeweler to size it and that adds considerably to the cost. I ordered 3 different styles and ended up keeping an inexpensive silver one with gold embellishments. It fit and I liked it the best. Was able to "model" the rings for my husband (without dragging him "kicking and screaming" to the store), select one and return the others to the store easily. I like being able to "model" or compare purchases and ask the opinion of my husband or daughter in the comfort of my home.
3. Black Friday prices are excellent, depending on what you are purchasing, especially with the Kohl's Cash. Ordered online instead of fighting the crowds. However, I wanted to use the $10 Black Friday coupon and went to the store at 1:00 pm, when I expected the crowds to be gone. Wrong! The checkout line wrapped around to the rear of the store and I estimate it would have taken more than an hour in line. Crabby husband waiting in the car, so I gave my coupon to a random stranger, who appeared to be willing to brave the long checkout line. Second time I have tried Black Friday shopping at Kohl's, but think I finally learned my lesson. Was happy with my online bargains.
4. Kohls Cash: Understand the rules before you calculate the final price. The Kohls Cash will be applied first and if there is a balance, any % discounts will be applied to the balance, not the other way around. Used my Kohls Cash to purchase a sweater and shoes for my Grandson. They were on sale and free with my Kohls Cash.
5. For my online orders, I log into UPromise and then Kohls. This gives me an extra discount, which is paid as a separate rebate. UPromise gives discounts on a wide variety of companies, and it's pretty easy to work with. I selected to have them send me my earnings automatically, and they are automatically transferred to my checking account when the earnings reach $10.

I am very disappointed with Kohls.com and Kohls.com customer service. I had made an order on Kohl's.com on cyber MondayHalf of the order was shipped to me, the other was shipped out of state to an old address. I had called customer service for Kohl's.com and they refused to assist me. They also blamed me for selecting the wrong address. I explained that I had changed the shipping address along with the billing address and that the billing address was accepted, because there was no issue with the payment. I shared my thoughts that maybe there is a glitch in the system. I escalated the call to management once I noticed the representative was not willing to assist me. Management also refused to acknowledge the error on their end but said they would open up a ticket and advised me that this would not resolve the issue on their end either. I then attempted to escalate the call to an Area Director or another manager above the one I was speaking to. They told me their manager was out of the office that day, and that they would be the one that was in charge and would be responsible for addressing the issue.

My last attempt to resolve the problem was to speak to someone at headquarters. The manager then suggested that he walk me through the website to find the number. I reminded him that I had already spent too much time on the phone with Kohl's and now you want me to get on a computer and search for a number when you could just provide me with the number? Which he later did, after he walked me through the steps of finding the number.

I called headquarters last week and still have not received a return call from them. I have also reached out to BBB and also left a few reviews and will continue to write more and share my experience with everyone.

I shared this experience with all of my colleagues and one told me she had a similar experience this week with Target. There was a huge difference with how they resolved the issue. They offered to accommodate her by re-shipping the orderthis was their offer and not something she had requested. Now that is customer service!

This whole experience is highly disappointing to me, because I really did enjoy shopping at Kohl's, but because of this incident I will no longer continue to do business with an establishment that refuses to do the right thing for their customers, especially around the holidays.

I recently moved from MA to TN. I wanted to purchase a duvet cover on Kohls.com that I liked. Even though I typed in my new shipping address, I received a text message today from the person renting my house in MA that the package was delivered there (My billing address is still my MA address at this point). I called UPS and they will pick up the package in two days, and I contacted the renter to ask that they leave the package on the front steps on the scheduled pickup day. So, this didn't seem like a huge deal--a pain to have to do all of this arranging, but I was told it would be sent back to the shipper and I would be refunded.

Since I still wanted the duvet cover, I figured I would go online and triple check that I was putting in the correct shipping address (because at this point I thought maybe I had made the mistake the first time and not put in my new address) and reorder it. After doing just that, I resubmitted the request. Two hours later I went online to check my email, and I was horrified to see that this new order was ALSO going to be shipped to my MA address and not to my TN address. I selected "Manage Order" hoping to remedy the situation either by changing the address or by merely cancelling the order. I wasn't given either of those options.

I promptly called Customer Service. I could go on and on about what occurred, but suffice it to say that the woman told me that it was impossible to do either of those things and that the only time anyone can either change the address or cancel the order is in the 30-minute time period right after placing the order. WHAT?! In this computer age, a quick change for either of those options can't be done just two hours after placing the order?! I got angrier and angrier in talking with her as she kept asking me the same useless questions over and over. I was yelling at her telling her that she had already asked me some of those questions and that I had already answered them and that the answer was the same. I wanted to speak to her supervisor, which also took some time as supposedly her supervisor was on another line. I told her I would wait. She would come back and tell me her supervisor was still busy. I told her I would wait as long as it took. Oh, the package isn't even scheduled to arrive between 7-10 days from now--sure seems like there should be enough time before fulfillment to make one of these simple changes.
Eventually I was able to speak with her supervisor. She assured me that she would make a ticket and that the order would be cancelled and that I would be refunded that amount. I asked her to be sure I understood what she was saying, and she assured me that it would be cancelled and not shipped.

HA! I wake up this morning to find an email from their customer service telling me that she understands that I have not received my package. You think?! I just ordered it two hours prior to the ticket to cancel the order was made. The email goes on to refer to the first package, even though the purchase order number is for the second package. OMG! The service is horrible. Do NOT purchase online from Kohl's unless you want to work with the worst company communication possible!

Way back in the early days of ecommerce (before Amazon was a force and a standard), online merchants were trying to figure out how to do the things we now take for granted display merchandise by search term or category, set local store in case of pickup or local info, apply discount coupon info, accurately fill the order, process complaints or misdeliveries, and offer a refund or reshipping, to name a few.

It's like Kohls.com is stuck in the '90s. Here's what I mean: while I was able to place my order through the website (8 place settings of different-colored Fiestaware), the order came in three large boxes (!?!) and between them they contained only seven of the place settings. Yes, one was missing.

Of course I called customer service the next day and waited several minutes on hold. The CSR asked for every bit of personal info except for the order number (which should have given him everything) and I needed to prompt him on that one. In fact, he seemed a bit lost and I needed to volunteer info instead of going through a logical process to learn all pertinent info. He kept wanting to say another box should arrive with the last place setting, when it was obvious by the packing slip that it was simply not included in the box.

He finally believed me (after a few more minutes of "research") and offered to refund my credit card, and then I could place the order again. What? No, please just reorder it. CSR: no can do.

After our conversation, I stayed on the line to take the customer survey, as directed at the beginning of the call. The CSR came back on the line and asked me to hang up. I explained why I was still on the line and he said he'd connect me with the survey. Are you surprised when I tell you it did not happen?

So I called later that day to reorder the place setting and have it shipped to my local Kohl's store. The CSR was friendly but wanted to charge me another $8.95 for shipping, effectively adding over a third to the purchase price. When I told her I had received free shipping because of the cost of the eight place settings, and that the first CSR had said he couldn't reorder (and that I might as well buy the lone place setting somewhere else), she graciously apologized, waived shipping, and gave me 2-day shipping.

(Oh, and the secret they don't tell you: there is actually no "ship to store" option like everybody else has. If the store happens to have it in stock, then you can go there to pick up and avoid shipping charges. Imagine if Home Depot worked that way!)

I buy a lot of merchandise online from several retailers, and this was the worst. This was a lengthy review, I realize, but you need to know what you're in for when trying to use kohls.com.

Kohls.com has no concept of how to properly do online mail order. I have had nothing but negative experiences with them recently on several orders, two quite large, I placed recently. They really should shut down their ordering business until/unless they learn how to handle ordering appropriately, following companies like Amazon, for example.

Among the problems I had most recently is one where two items out of a fairly sizable order (around 20 different items) were not shipped. The enclosed invoices in two of the partial ordersthe 20 items were shipped in 6-8 separate mailings for some reason (suggesting to me that perhaps they ship from their multiple stores around the country, not a central warehouse)showed bills for two items I had not ordered and in fact did not receive.

On the latter, when I called, at least kohls.com confirmed I was only billed the full amount for what I ordered, not for what the enclosed invoices showed, items that were not shipped. Why on earth does Kohls do that in the first place? They really need to clean up their shipping invoices.

Howeverand more importantlyI did not receive two items I DID order. And two items that I WAS charged $50+ for, as my credit card statement clearly showed.

So I called kohls.com and asked them to ship the two missing items. They said they could issue me in-store credit (I live several hours from the nearest store) or if I wanted the missing items shipped, I would have to pay for them again (I already had paid for them!) and pay the $8.95 shipping. That is beyond bizarreI already paid for them but to receive them I have to pay for them twice? That obviously makes no sense and surely is illegal as well, so I asked to talk to a supervisor who told me the same thing.

I tried contacting support online and also got the same ridiculous responses.

Note clearly the items were in-stock or several representatives, including supervisors, would not have said they could ship them to me if Id pay for them again.

In the meantime, I had gotten a mailed thank you card signed, supposedly, by the president and CEO of Kohls, Kevin Mandell. The card says, Customers like you are the reason we work so hard to deliver the great shopping experience, products and value that you deserve.

HUH? What great shopping experience that [I] deserve? Ripping me off on two items, expecting me to pay for them twice?

So I searched online and found the email address for Mr. Mandell and sent him an email. The same day I got a reply from Joni, identified as ACE Sr. Executive Correspondence Advisor, Office of the President. After several rounds of email and phone tag with her, she again asked for my name, email address, and phone #all three of which I had given her earlierand said shed process a refund for me.

She too claimed she cannot have the items shipped to methe items I have been billed for! I replied to her that she certainly can. She can place the order herself, charge it to the CEOs credit card if need be, and send me the missing $50 items. I have not had a response from her on that yet.

Of course any company that understands mail order, whether amazon.com or any of many, many others I frequently order online from, would have instantly sent me the two missing items with an apology. Not Kohls, however.

Well, at this point Joni has refunded a whopping $12+ to my credit card and given me $15+ in ridiculous Kohls Cashwhen I had paid by credit card for more than the $50+ owed to me for the missing items. So $27 out of the $50shorting me still $23 if one includes the Kohls Cash, shorting me $38 if I exclude that (which of course can only be used on their products and only for a very limited time period, and if I cant get to the distant closest store, I have to pay more than half of that amount again for shippinganother $8.95).

That obviously is not acceptable. I have not heard back from her after I told her again to send me the missing items, but I believe shes been out of the office for a couple days. Ill update this review IF anything improves with kohls.com, but with the horrible experience so far even from the Office of the President, I am not holding my breath.

In my experience, kohls.com is a total disaster, including up to the top of the organization. I will be avoiding them and warn others to be prepared if you try doing business with them.

Update:

Besides other very questionable (at best) practices, Kohl's apparently prices items very arbitrarily, trying to see if they can lure in gullible consumers, perhaps. Specifically, I ordered a $12.60 set of earrings, on sale from a regular price (they claimed) of $15.75. And a $27 ring on sale from a regular price of $35. Neither item was shipped to me although my credit card was charged the entire amount. I called customer report, talked to several supervisors there, and even contacted the Office of the President. All said they could not refund the cash I paid (just give me most of the refund in their Kohl's Cash which is worthless to me, several hours from any of their stores and their minimum shipping charge is $8.95). They said I had to reorder the items. I went online and found the "regular priced" $15.75 earrings are now listed as $45 and the "regular priced" $35 ring shows as $100! Almost a four-fold increase from the sale price to the current price, and roughly a three-fold increase from the supposed very recent "regular price" to the "regular price" this week. Something doesn't smell right. Are Kohl's business practices legal? I certainly don't find them ethical.