Patti V.

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!