Kohl's — Local services in Farragut

I am 6 weeks in to the worst retail experience I have ever encountered and the Kohl's customer service is my partner is this debacle. Brief summary:

Order gift for my son's birthday on Dec 1st. Estimated delivery 5-11th.

OnTrac received label on 5th and will update delivery times when package received

On the 11th I reached out on chat with Kohls as package had not been received by OnTrac. I was told they had the package and updated delivery date was the 15th. OnTrac received the package the next day.

Package was misrouted on the 13th. Still no updated or changed delivery date.

Called customer service on the 15th when no update or package delivery. I was told in route, no worries. We expect it will arrive in time for birthday on 18th. Wait for further updates.

On the 18th I initiated another chat. I was told I need to wait 6 days for any further information.  So birthday is missed.  Very disappointed kid (autistic son's only request for his birthday). Still told this shipment should be delivered,  so think maybe Christmas present instead.

Another call- told they can't help as it hasn't been 6 days

Dec 23rd- told went on "exception" as of the 13th despite every day the projected delivery date on Kohls updated to the next day. Despite speaking with Kohls representatives 3 times since listed as exception this is the first time I was told the package was lost or damaged.  I was told was receive a refund within 30 days of Dec 13th.

At each step I asked if it was likely that there would have been further delays or if the package was still coming, as I would have happily gotten the present elsewhere. The 23rd was the first time I was told the package was lost or damaged.  Each day the estimated delivery date on Kohls was updated to the next day. I was able to get expedited shipping to get the present elsewhere for a higher price (plus express delivery), but if at any time Kohls had let me know there was a concern I could have saved a lot of time and money.  As of the 23rd I consider this a done deal, look for a refund. I was already very disappointed with the way this was handled and disappointed with customer service. All but those I chatted with on the 23rd were dismissive or delaying. Check back later, no update, still coming or in hindsight lying. On the 23rd told by 2 representatives that I will receive refund.  (Madison 241223-003678 and Steven Y #241223-004742) Apologies issued and assurance that this is being taken care of and my concerns will be sent to corporate.  I assume this is the end of the debacle and I will deal with my disappointment.

Imagine my surprise when I get a package from Kohls on Jan 9th, 2 days before my refund should be posted. I was never told that this was a possibility. Obviously I don't need this item anymore. I reach out to Kohls again as I was confused as to why I received the package instead of a refund. I was told today that I need to make another step in fixing this fiasco  and return the package. As of the 23rd I had no expectation on receiving the package.  I was not told I would get the package OR a refund within 30 days. I did not receive and communication in any form to say "hey great news we found your package ". It comes as a bit of slap in the face that when in multiple conversations with Kohls representatives I have asked that there be more communication or clarity prior to the 23rd and now I am told that since the package was delivered there is...

I purchased an Air Fryer/Toaster oven online from Kohl's website. When I got to the store, they bring me the item I ordered, but it has obviously been purchased once or twice and returned. The box was out of shape, as if they had trouble packing it all back in and there was tape all over the place. I was buying this as a gift, I was not going to give someone an obviously used product. There were no indicators that this was a used or open box product when I purchased it.

I told them this was not going to work, and the manager points me back to the service desk. At this point, I am a little irritated that I have to haul this returned junk back to a busy service desk, to wait in line, for something that should not have been sold to me as a new product. I get to the return desk, and they cannot get the reciept (still attached to the box) to pull the item up. The clerk finds some way to do the return, but then tells me that she will have to do in-store credit. At this point, I really felt like Kohl's was defrauding me, to make profit. I told the clerk that in-store credit was not happening and that I wanted my money back, and to call a manager back if she had to.

The same manager comes back with a snide comment about not getting cash back because I paid with a card, like I give a donkey's butt about getting cash. I simply wanted my money to go back onto my debit card where It came from. The manager has problems like the clerk before her did, and tells me that in-store credit or a corporate return is all they can do. I ask how long a corporate return takes, and she says five days, like anyone has time at Christmas to wait five days for 179$ to hopefully appear in their account. She finally offered to try another register, which I obviously took, because I needed my money back. This time it finally worked and the money went back on my card.

It was a waste of time and gas money to drive across town. In my experience, I would suggest you never buy anything online...

To start, the store is very congested. I purposely didn't grab a shopping cart because I knew the aisles were tight. I had both of my children with me, and we couldn't even walk side by side in the aisle in several places. I shop in the big and tall section, which was tucked away behind a disorganized luggage section. After shopping, I grabbed two shirts that were hanging on an arm with a clearly marked sign whose description matched the shirt down to the description and original price exactly. When I went to check out with these shirts, the price was not honored. I can see the big and tall section from the register. I was told that a manager would go back and verify the signage. I watched the section while I stood and waited. Despite waiting for 5 minutes for a manager to "check the sign", I saw no one go to the section where I could clearly see the shirts. The cashier received a call from a manager who stated that the price was what it rung up as. I didn't buy the shirts. I suspect the sign was from an old sale and had been forgotten when they took down the other signs. I used to work in retail myself, and I expect honesty above all. If you tell me you're checking something, I expect you to do it. Old signage getting left happens. I can appreciate the fact that people are people and miss things. The signage doesn't bug me as much as the lack of honesty. Dont tell me you're looking into something when you clearly are not. It's a waste of my time. In ending this long review, I think customers deserve more credit. We're not as dumb as you...