Kohl's — Local services in Northfield Township

I shopped at this store because I had a coupon from my husbands charge card to use. I misread the dates; thought the coupon expired on the 10th, alas it was effective on the 10th. I requested an exception be made as I already selected many items for him. And I was told that no exceptions could be made to use the coupon and I had to learn to read the dates better. At that point, I almost told the cashier to cancel the order, but I really liked the shirts I found and my husband is hard to shop for, I also found a variety of cards which takes time of course. I had to listen to a litany of why I should apply for a charge card to save with an instant coupon bla bla bla, when I already had a perfectly good coupon in hand and a gift card too. Having a strong background in customer service and retail, I found it deplorable that a manager was not consulted at the very least, at which time, I am confident a policy might have been recited, but an exception would surely have been made to keep me coming back. Which, I might add, with so many stores to choose from, I will not be choosing the Kohl's on Willow Road in Glenview anymore. I was hoping for a place to voice my opinion on the survey Kohl's sights at the bottom of the receipt, but there was no...

I was on my way back from the airport and decided to stop at this branch because I needed a suit coat. I ended up buying two with a total of $250. I had already paid when I remembered I had a discount coupon.

Unfortunately it had expired on Monday while I was out of town but one of the CSAs at the checkout advised that I should speak with Customer Service. This was the 1st excellent Customer Experience point. The gentleman was of Nigerian heritage.

When I got to Customer Service and explained the situation and that I had been advised to speak with them so they could take care of it for me they did not quibble or try to prove "company policy" which many companies do instead of trying to delight the customer.

In fact, the machine in the CS area had an issue however they did not give up and switched to another machine and eventually processed the discount for me - 2nd great Customer Experience point.

I only remember the name of one of the ladies who made this such a great experience and her badge I think had "Violet" or something along those lines on it - she took over from the original CS rep who couldn't get the machine to work, so both of them are worthy of recognition.

Not my local Kohl's but I will definitely shop...

The store itself and the employees deserve 5 stars. Unfortunately Kohls corporate deserves 1 star. I needed new shoes and remembered I had a 30% coupon at home. I drove back home and got it, went to the store. And found the shoes I wanted and grabbed a variety of other items including jeans and shirts since I was already there and had a coupon. When I got to the checkout, not one item in my cart was eligible for the coupon. I asked what is eligible and the cashier said pretty much store brand stuff. Nothing in my cart was luxury brands. Just standard stuff like sketchers and Levi’s. If I wanted store brand stuff I would go to Walmart at pay half as much. Ended up leaving $500+ worth of stuff at the register and just buying the $85 shoes. The amount of exclusions felt like bed, bath, and beyond, and we all know what...