Kohl's — Local services in Orem

One of the worst retail return experiences of my life. I was returning a few items from a large order and had accidentally left my receipt in another bag at home. I was doing an exchange for some of the items so I figured a modern retail store would be able to handle my lack of receipt, and worst case scenario I could have my husband send me a photo from home.

I was wrong.

Part 1: When I approached the customer service counter, it was piled high with clothes and various items. When I let them know I needed an exchange the two associates behind the counter gave me blank looks and then one asked the other how to do an exchange and she replied “I don’t know” The employee helping me said she knew how to do a return so we could just do it in two transactions. Fine. The items I was returning totaled $94 which sounded about right to me, then she let me know it would be store credit. I expected this, but I know often large companies can make exceptions and I live far away from any Kohl’s store so I politely asked to speak to a manager. He declined to offer a 1 time refund “due to the high amount” despite the fact that I was making an exchange and the amount would be significantly reduced. I suggested a gift card in the amount of my purchase and the rest refunded, also no.

Part 2: I asked my husband at home to send me a photo of the receipt. He sent it within a few minutes, it was inconvenient for him to dig it up while caring for our two babies but whatever. Once the receipt was scanned, the associate helping me scanned items from the pile of clothes next to the register, which included the clothes from my return. It totaled $31. I said “that can’t be right, it was $94 when you scanned them in a minute ago.” She ignored me and processed the return anyway.

Part 3: I was mad, but not mad enough to walk away from $60 so I started looking at the price tags and realized that some of my items were missing from the pile! They had started putting away the items before issuing my refund!! I couldn’t exactly remember everything I had brought in, since they were part of a much larger order, and I’m still not convinced we got everything, since they only managed to retrieve $30 worth of items I specifically described to them. When I asked about the discrepancy it was explained that some items were on sale when I purchased them, and one item was on a BOGO. But I’m positive they don’t refund no-receipt items at full price, and there’s every chance that I forgot about one of my items that had already been put back. But at least it was a refund instead of Kohl’s credit.

I let them know that I was unhappy with the experience, that I thought that the service I received was disorganized and unprofessional and they did nothing to rectify it.

Thanks for reading hopefully you can avoid making the same...

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