12/15/00
________

I never got a response to this email, so I made a complaint to the Better Business Bureau and the News Investigative Reports in regards to Kohl's unprofessionalism.


12/14/00
________

I wrote the following letter to Kohl's Corporate Headquarter's in regards to their return policy. Have you had the same trouble?

I AM VERY UPSET!!!!!!!!!!!

I bought several items at the Preston/Frankford store YESTERDAY afternoon. When I got to the check-out register the total was much higher than I had expected. The sales prices were not marked on the price tags of the items I was purchasing. Normally, I would have pulled some of the items out and NOT gotten them, but there was a long line due to the Wednesday Sale, and I wanted to be considerate to YOUR OTHER CUSTOMERS. Also, I had seen a sign that said "100% Customer Satisfaction" and "No-Hassle Return Policy". I went back to the store after leaving work this afternoon with the items I wished to return. I stood in line at Customer Service, was called "next" by "Rose", and then was told by the store manager (note: before all of the items were even out of the bag!!!) that I would have to wait for SEVEN DAYS to get my money back!!!! The manager's name is Jim Berkee (unsure of the last name spelling). I asked to see where THAT return policy was written. Rose informed me that it was "at their discretion" for any large amounts of returns. The manager told me he "wanted to be sure that my check cleared" before he would give me any of MY MONEY back. I find this absolutely appalling, and I am very MAD because this is CHRISTMAS SHOPPING TIME!!! Every bit of MY MONEY counts this time of year. I cannot wait SEVEN DAYS to get MY MONEY back on items that I just bought YESTERDAY AFTERNOON to go buy Christmas presents, because I am going out of town to see my family for Christmas.

I will NEVER, NEVER shop at your stores again. And, after all of the complimenting I did in regards to your store that I made at work today to all of my colleagues will be retracted as soon as I return to work tomorrow! I find this all VERY UPSETTING! I, as well, will contact my bank in the morning & discuss with them a "stop payment" on my check if I do not receive a phone call first thing in the morning. I have every right to create a webpage about the way I was treated with keyword: Kohl's.

In addition, when I got home after being RUDELY turned away at your store, I called "Rose" in Customer Service to get the Corporate Office's phone number. She told me that "there is no need in getting the phone number, because the Corporate office is closed tonight". Once I finally got A PHONE NUMBER, it was the wrong one. She casually "blew me off" AGAIN by giving me the District Office!

It is now 6:38pm CST. I would VERY MUCH APPRECIATE a return phone call by you as soon as your office opens in the morning. P.S. I have searched your website regarding return policies, and there is NOTHING that states a "seven day waiting period". In fact, it states that it is a "hassle free" return policy, and if you pay by check you will receive your refund in cash. Also, to let you know, I spent $500.00 at your store yesterday. I was only returning $172.00. Now, I plan to return it all. And, one last thing, I plan to contact the Television News Reporters/Media if this matter is not handled in a timely manner.

Quotes from your website:

"Customer service is a priority and our goal is 100% satisfaction. Our customer-focused approach means you are taken care of and satisfied when you shop our stores. We extend this pledge with our special services, including Kohl's Charge Card and gift cards, and our hassle-free return and exchange policies."
http://www.kohls.com/about_kohls/about_kohls_how_we_work.htm

You can count on Kohl's for convenience, value and brands. And, our Special Services will take your shopping experience with us even further. We've developed services for easy returns, buying (and saving!) with credit, giving the perfect gift, registering for gifts and giving back to the community.
http://www.kohls.com/about_kohls/about_kohls_special_services.htm

Your 100% satisfaction is our goal. Kohl's "No Hassles" Return & Exchange Policy offers the following options:
Returns with a Receipt
If you paid with Cash or Check:
You will receive: Cash
http://www.kohls.com/customer_service/no_hassles_return.htm

PENDING EMAIL: iteam@foxinc.com, community@wfaa.com, MSNBCInvestigates@msnbc.com, bennettc@ktvt.com, investigates@wfaa.com, upn21@paramount.com, mk@kxtx.com.

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