Kohl's — Local services in Irving

Never shopping at khols again. It seems to me they dont like customer especially around closing time!!!! My husband was returning a bracelet that he bought me for our wedding two weeks earlier at a different location the bracelet broke the day after he gave it to me even though we did not have the receipt they were able to use my phone number as verification that the item was purchased they gave him the refund and we went over to our original intent to buy him a suit vest for a job the next day. We barely had 5 minutes to look through the limited selection of expensive suit vest and decided to go elsewhere mind you my sciatic nerve had been acting up the whole time I was walking with a limp and was in obvious pain we were not in the parking lot more than two minutes before we were approached by two Irving police officers stating that loss prevention had been watching us while we were shopping and thought we look suspicious or possibly intoxicated I told the police about my sciatic nerve and they began to question me about pain medication as if I am some druggie I understand you are doing your job What's suspicious about a man and his handicapped wife shopping? Are they prejudiced against the handicapped? The two police officers themselves seemed annoyed because they obviously have done this many times. They asked us there series of questions and knew that we were telling the truth and let us go on our merry way that is by far the worst customer service and most embarrassing situation I have ever been put in. Having to stay a few minutes late because paying customers come in late is part of the job if you don't like it then you should get a job somewhere else there are plenty of people who would love to make the money that you do to sit on a computer and watch TV all day all you are is a glorified school security guard trying to push your power off on everybody else stop calling the cops on everybody it is those customers whose money allows you to sit on your butt and pick your nose all day and probably sleep through half of your shift ask for the manager on duty she was short with me from the start she immediately looked at me like a thief when I said I did not have the receipt and I paid cash since when did paying for something with cash make you a thief? I work hard for my money and when I go to spend it I expect the same customer service that I give in my field of work I will never give Kohls another dime for as long as I live they obviously need to bring in someone to thoroughly trained their people better yet just restart the entire store we are running around trying to find a vest for my husband for work and had to sit in the parking lot with the police for 20 minutes just freaking ridiculous I mean seriously we were only in the store for like 10 minutes do you like harassing people cuz your life is horrible I don't steal and I don't appreciate how it's treated reading the reviews it's obvious that you guys call the cops on a lot of people never heard the story Cry Wolf. if you have stuck with me this far in this review I thank you for your patience I know it is long but these people obviously need to be seriously looked...

Subject: Extremely Disappointing Experience - Unacceptable Treatment by Billing Agent (a black around 6:15pm, Apr 22,2025

Dear Kohl's Customer Service, I am writing to express my extreme dissatisfaction with a recent experience I had at this store today. As a frequent shopper who appreciates Kohl's offers and coupons, this encounter was particularly upsetting and has significantly impacted my perception of your customer service.

Upon entering the store with my three-year-old child, who was understandably hungry after a long day at daycare, he became distressed and wanted to eat a bag of chips we intended to purchase. To manage the situation and ensure we paid for the item, I made the decision to open the bag immediately and stated my intention to purchase it along with our other items at the checkout.

The billing agent at the counter informed me that I was not permitted to open the chips before purchase, which I readily accepted. I immediately asked if I could purchase the single bag of chips right away to appease my crying child. The agent agreed but then proceeded to wait for a customer in a queue in the opposite direction to finish their transaction.

For approximately five minutes, I stood waiting with my visibly upset and hungry three-year-old while this other transaction was completed. Once that customer left, and before I could approach the counter, another customer joined the queue. When I finally did approach the agent, her response was not to assist me with the immediate purchase of the chips, but to rudely state, "You can't stand wherever you want but in queue."

I was utterly appalled by this response. At no point during the five minutes I was waiting for the initial customer did this agent indicate that I needed to be standing in a specific queue. Her failure to communicate this simple instruction earlier, coupled with her complete lack of empathy for a parent trying to manage a distressed young child, was frankly unacceptable.

It is beyond my comprehension that a billing agent would prioritize strict adherence to queue rules over basic customer understanding and the needs of a parent with a clearly struggling child. Her actions felt intentional and demonstrated a profound lack of customer service skills and human consideration.

This experience was incredibly frustrating and stressful. While I have generally had positive experiences at Kohl's in the past, this encounter has left me questioning the level of customer care your staff provides. I expect a higher standard of service, especially when dealing with situations involving young children. I request that you address this incident and take appropriate action to ensure that your staff understands the importance of clear communication, empathy, and flexibility when assisting customers, particularly those with young children.

Sincerely, Sontenam, Lakshmi...

I drove from Flower Mound to this location to pick up gifts I had purchased online. I had already received an email that morning (thank goodness I checked my email) stating one of my items was not going to be able to be available... That I was supposed to call for security reasons. So I was already not happy because it was a last-minute gift. And what security? They would not tell me, but they had to verify it was me. It was a busy time, and I’m not sure why those earrings weren’t available but I needed them for a gift.

When I got to the place I went to the back to pick up my gift and there were two lines. Customer service and pick up. The customer service line was not very busy and the pick up had me and one other person. The pick up line took one person when I got there leaving me and the other lady. Then The pick up line person in customer service decided to take the one person in the customer service line... then they decided to take the other people in the customer service line that just walked up while the woman in front of me and I were already standing there in the pick up lineup for 20 minutes waiting. I suppose she thought that the others were waiting for a long time and was helping out the customer service line. I’m not sure. In Flower Mound and every other place I’ve been, everybody who’s already paid just walks up and picks up their order and leaves, however I stood there for 20 minutes.

I tried to make light of it and finally a man came and scanned our items and got our paid items in the back. However, I wanted to purchase one more thing, which normally I would’ve been able to do at the register in front of me, so that meant instead, I would have to go to the front and stand in line. Due to the fact that I was expecting company and these gifts were for that company, I did not have time, and so I was unable to purchase that item. That was the frustration.

However the other ladies in the store that were working there were very nice. That was my first time...