Kohl's — Local services in Lacey

A few weeks ago, during what should have been a straightforward Amazon return process, after exchanging pleasantries with an employee and handing her my contact information, I unexpectedly received a verbal warning from loss prevention, banning me from returning to the store. This unjust action left me confused and unwelcome from the outset.

Later that day, after receiving text messages from the employee, we had a respectful communication where nothing negative was exchanged. The employee reassured me that there was no cause for concern and that security was merely acting out of precaution. However, despite our efforts to clarify the situation, it continued to be misconstrued and escalated unnecessarily, particularly by the actions of a young man in loss prevention. It's deeply infuriating to see a minor misunderstanding being blown out of proportion, leading to unwarranted scrutiny and frustration.

In an attempt to rectify the situation, I spoke with an individual who was identified to me as the store manager but later discovered not to be. She acknowledged the misunderstanding and agreed that it was a miscommunication, leading me to believe the matter was resolved. I even went as far as hand-delivering a thank-you letter to the store, expressing my appreciation for her understanding. However, my hopes for a resolution were dashed when I returned to the store and faced harassment once again from the same young man in loss prevention. Frustrated and feeling powerless, I reached out to Kohl's and requested to speak with the store manager for assistance and was given to Sterling, who requested that I wait a week. After a week, I called and requested an email from the store manager to initiate documented communication. He replied to my email and assured me of my ability to return to the store. Armed with this assurance, six days later, I made my way to Kohl's only to be met with hostility, threats of police involvement, and accusations of trespassing from the shift manager, Julie.

I attempted to resolve the situation amicably by presenting the email exchange that had reassured me of my ability to return to the store. However, rather than addressing the issue constructively, her behavior was confrontational and hostile. After insisting that she review the email displayed on my phone, she made a call on her radio, walked away, and appeared as if she had a conversation with the store manager on her phone.

Julie returned and reluctantly proceeded with processing my returns but imposed unnecessary restrictions. She explicitly stated, "Let me be very clear with you. You are to have these returns done, and then you are to leave immediately as per Sterling," further exacerbating the hostile environment. I replied calmy, "My intentions were to make these returns and leave." She immediately smiled wide and gritted her teeth while starting to say, "You know what.."but stopped herself. Later that evening, I received an unexpected email from the store manager retracting his previous email and informing me that I was no longer allowed in the store. This sudden reversal of his decision, coupled with the hostile encounters with the shift manager.

My experience at Kohl's was nothing short of a nightmare, marred by irresponsible management and hostile treatment. I urge the administrative management team to take immediate action to address these issues and prioritize the well-being and rights of their customers.

I will note that Sterling told me that he has the right to refuse service to me. Be that as it may, I served 8 years in the Air Force, declarated and honorably discharged. I fought for our country and for the people of our country to have that right to refuse service to veterans...

The customer service at this location is beyond horrible. My husband bought me a beautiful ring on Black Friday for a Christmas present. The main diamond fell out. My husband and I went to the Lacey store with the wedding band, diamond that fell out, receipt, and original box. We asked for an exchange. We wanted the same ring, not money. The Assistant Store Manager did not know how to test the diamond without calling for help and failed to resolve our exchange. She could not even find the diamond in the computer base until my husband kindly found it on his phone on the Kohl’s website. They did not have another ring at this store. The potential “solutions” she gave us were asinine. One was to drive more than an hour away to a different store. I inquired to see if the Assistant Manager could order the ring from Kohl’s to have it delivered to the store. She said this was not possible. I inquired as to if the other store could ship it to this store, still not possible. Eventually, trying to get us to leave the store she offered to call other stores “to see what she could do.” She left us waiting at the jewelry counter for more than 45 minutes. She said there was nothing she could do and that she would call us back in two days, as she was off the next. She gave us the Regional Managers (Renee) number. Today she finally calls back and still tells us we need to drive over an hour to a different store or wait months for them to order from the manufacturer. We have called the Regional Manager twice but the phone just keeps ringing and has no voicemail. The management does not know how to handle these types of exchanges and needs more professional training. I’m still stuck with a broken ring and the store has done nothing to correct this. Highly disappointed as I have been a long time shopper. *update: the manager picked up ring from other location. I have new ring now. Was a hassle and very complicated. At least manager and company appropriately took responsibility and...

Store is looking good. New fashion apparel throughout, that is well merchandised & displayed, making it pleasant to shop there. However, the store has an abundance of empty space on both floors. It feels like so much square footage is unnecessary at this Kohls unless the amount of stock increases. The store feels too empty in places. But they have done a nice job overall with so much space to fill. In regards to your customer service, most employees seem helpful & friendly, so shopping at Kohls can usually be a pleasant experience. But I encountered one young teenage (?) girl at checkout "with attitude" who needs to learn about the importance of friendly customer service. Why put someone at checkout who displays a bad attitude towards customers and sours their experience!?!? This wasn't the first time I've encountered this mistake at Kohls in checkout. I hope this gets looked at and remedied as I'd like the store to succeed & grow. A few rude employees working at checkout can negatively affect a customers desire to shop there again. A companies money is well-spent training their employees (especially those at checkout!) how to treat customers well. A customer definitely remembers when they are treated well in a store, as well when they are not. If a company wants shoppers to return again and again, make sure that ALL of your employees treat all your customers in a friendly, helpful, and respectful...