Kohl's — Local services in Brimfield Township

Nasty customer service. Today I walked into the Brimfield Kohls to pick up an online order. I have to call the store or physically go in to see if my order is ready as I never receive an email letting me know.

I entered the store and walked up to the customer service desk where one rep. Was helping a customer and the other looking down doing something. I wasn’t greeted nor did she look up to acknowledge me or at least say “I’ll be right with you.” I waited for the other rep. Who called me over when she was finished with the other customer. I explained to her that I was there to pick up an online order. She asked if I had an email saying my order was ready. I explained that for some reason I never receive those emails but that I had forgotten my phone in the car. I asked if she could look up the order with my name. Which she could and did.

Here chimes in the other rep. who was too busy a minute ago to acknowledge my presence. She says, with an attitude “ You do get an email when you place an order. There’s an order number there.” Really!? No kidding! Thank you for adding your useless comment. Had she actually listened to what I said (or comprehended) she would have understood that this is NOT THE EMAIL I WAS REFERRING TO. I again explained that I did not receive an email stating that my order was ready and that my phone was in the car. I explained that if they are able to look up my order with my name I wasn’t going to walk back to my car to get my phone for the order number. Her response was “Of course not…” Excuse me? I told her that she did not need to be rude especially when working in customer service. Also, there are times when there’s a glitch and you don’t receive an order confirmation email. How would she know? Telling someone THEY DID receive an email they didn’t is confrontational, unprofessional, and unnecessary.

The holiday season is coming up and many people wont be as patient as I was. Incompetence, disrespect, and laziness are qualities no company needs. For someone her age, as she appeared to be an older woman, I would think that by now she would know this. I’ve never had a problem at this location before until today. I’ve always encountered very pleasant helpful staff.

As an administrator at one of the major hospitals systems in Cleveland I would be very upset if one of my employees spoke to a patient this way. It is unacceptable especially when the comment made wasn’t helpful or necessary to complete the desired task.

I will be contacting corporate regarding my concerns as well. This employee needs reeducating on customer service skills.

I called the store to try and obtain the name of the woman in this complaint. They all have their name tags turned around so you can’t see their names. I spoke with a manager named Katrina who didn’t want to provide me with a name without being sure who it was, that’s fair. This person was working at customer service desk around 4pm today and was working next to a younger employee with long blonde hair. She was also handling money at the next register over. I’m sure that this employee can...

I have always shopped at this location because it is the closest to me, I will no longer do that after my most two recent shopping experiences! I probably did 10 buy online and pick up in store orders during the holidays and I never had a problem until the last one! It was a very expensive item, and when I arrived, I looked in the bin w the number for my item. There was a cheap sweater inside a bag. Don’t get me wrong I understand things happen especially during the Holidays! The problem was, no one seemed to know how to handle the situation. And by the time they brought over the fourth associate it no longer showed my location, but said the order had been picked up Because the pick up pass was open while they were all trying to figure out what to do! They treated me like I stole my own item and never offered a resolution at all! So I left with a similar item, but it wasn’t the one that I wanted and they told me I could drive to Stow to get it! I’m sorry you’re $1 million company and you can’t ship it to me?! You want me to drive to another location to fix your problem, I mean you have my money at that point! And then I was in there a couple days ago and I asked an associate a question and she just responded to me that there was nothing she could do. So I called another location and they handled it for me over the phone. She just didn’t want to help or do her job one of the two! So we’ll just say I won’t miss the un-Cleanliness of the store or the empty selection! I will just drive to Stow!

Edit I recently visited this location again out of convenience, my mistake! I should have taken my own advice. I was browsing the store and was in the small appliance section when I saw a digital toaster that had a yellow sticker on it and it said the toaster was marked down due to the box being damaged/package so I decided to purchase it. It just looked as if an associate didn’t know how to repackage the item. The next day or so I took the toaster out of the box and unwrapped the item instantly I could see that the mechanism to push the toast down was snapped completely off so the toaster is totally worthless. I checked the website and it of course is unavailable for pickup or shipping. So once again I have been totally inconvenienced by this location and the fact that an associate was just to lazy or overworked to follow the proper procedures in place when repackaging an item and labeling it for sale that are in place I’m sure! I don’t know why I continue to give them...

To Whom It May Concern,

I am writing to express my profound disappointment and discomfort following a recent visit to one of your Kohl's locations. What should have been a routine shopping trip turned into a distasteful and discriminating event that left my companion and me feeling judged and unwelcome. During our time in the store, we were subjected to continuous, malicious, and condescending looks from another individual in the aisles. Based on her focused and scrutinizing behavior, I can only assume she was a secret shopper or an employee in a similar role. Her persistent, negative attention was not subtle and created an atmosphere of hostility. It felt as though we were being profiled and unfairly judged for reasons I cannot comprehend. This type of experience is completely unacceptable. Customers should feel safe and respected, not targeted and scrutinized with contempt. This incident has severely tarnished my perception of Kohl's, and I am now hesitant to return. I urge you to review your secret shopper or employee evaluation practices to ensure that no other customer is made to feel this way.

Sincerely,

A Concerned...