Kohl's — Local services in Huntersville

I visited Kohl's Huntersville around 8:50 p.m. this evening to return two boxed items I ordered from Kohl's online. I entered the store, found a cart by the door to take to the car, unloaded the boxes on the cart, and found the store doors locked upon returning to the store two minutes later. An employee came to the door and let me in the first set of doors as he exited. I then found myself trapped between the exterior doors I entered through and the second set of doors to the store. Another young employee saw me after several minutes, opened a door wide enough to talk with me, and said they were closing. I was surprised because I thought they closed at 10 p.m. He said he would check with a manager, Simone he said, who we could see at the closest register to us. He said that Alan (I think) may be able to take the return. He checked my receipt and then went to speak with Simone closing the door so I could not follow him. I could see him talking with her from my position, she looked at me trapped between the two sets of doors, and emphatically told him that "we are closed." I could see her body language and I read her lips. She then sent him to me to break the bad news. Maybe she followed policy, but when I worked retail years ago, my coworkers and I would have been in big trouble for not helping the customer. It was 9:08 p.m. according to my car clock when I returned the boxes to my trunk and started the car. I am not gong to make an idol threat and say I will never shop there again, rather, I will just recognize my experience for what it was, poor service at the direction of Simone, the person in charge, with no concern for me. The two other employees tried to help but she did not have the same view of customer service as them. She offered no explanation or expression of empathy, just an emphatic "We're closed!" to the young associate to pass on to me. I am sharing my experience to say, don't go there after 8:30 p.m. with a return. If Simone is in charge when you visit then you have no chance at being respected as a customer, even when stuck in the store vestibule. I have no doubt the employees worked hard and were likely tired. Kohl's leadership's way of handling customers is different from what I would expect in that situation. I thought I had an hour to conduct business. If it were not for the friendly young employee who saw and spoke with me, I have no doubt Simone would have left me in the vestibule...

While I do enjoy shopping at Kohls for values for my family, including small grandchildren, I must say that it is annoying that every single time I shop there I am pressured to open a Kohls credit card. And I hear it at every register, cashiers pushing and pushing for card sign ups. I know that it is coming from management because Managers will stand nearby and listen to make sure the cashiers go through the "script" thoroughly.

I can take care of myself and respond with a firm "no thank you" but other, more vunerable shoppers if you will, finally give in just to get away from the pressure. The nervousness of the cashiers when a Manager is standing close by listening is so apparent. I felt so bad for my cashier last week when the Manager was grilling her as to whether or not she tried hard enough to get me to open a Kohls card. The cashier kept saying, "she doesn't want one", until the Manager finally stopped. But, by far, the worst part of this Kohls practice is that management also pressures the employees to open a credit card so the they (the Manager) can get "credit for the sale". That should not be allowed or legal. Obviously employees are going to feel the pressure that they need to keep their managers happy.

Kohls is a decent place to shop if you can get past the check-out registers, but honestly it is getting to the point that I shop every where else and only shop at Kohls if absolutely necessary. It would be lovely if Kohls would stop these pressure sales tactics both internally and...

While trying to keep an open mind with regards to the staffing issues that retail is faced with during these challenging times, in today's market with the consumer looking to get in and out as soon as possible, it is imperative to make sure that customers are able to get in and out as quickly as possible when they have placed online orders. The Customer that chooses to come in and browse the store, understands that they are looking around and may or may not make a purchase that very moment. The Consumer that has made a purchase online has made a specific purchase and wants to get in and get out. Regardless of Curbside pickup or coming inside, they want to get their purchase and move on. When I walked in to pick up my order, I was greeted as I entered the store, the person was welcoming and made an attempt to call out to inform that there was a person going to the online pickup. Once I reached the station, I rang the bell. No one had showed up, so I went back to the person that welcomed me and verified that someone was coming. Keeping in mind that I was in a hurry, it may have only been a few minutes. Perception is always one's reality. My recommendation would be to have someone working within the area of Online Pickup that can be readily available to get those Customers in and out asap. As I read over some of the realer feedback prior to leaving this feedback, this has been a challenge for many...