Kohl's — Local services in Oshtemo Charter Township

I am compelled to share a deeply disappointing experience regarding the management at this Kohl’s location. A family member contacted the store in advance to arrange the pickup of items held at customer service. She spoke with a representative named Melania and clearly explained that she would be sending her niece to pick up the items using the Kohl’s card, which the staff would need to look up. Melania assured her that this would not be an issue and explicitly stated there would be no complications, even when directly asked if there might be any problems upon the niece’s arrival.

Despite this confirmation, when my cousin arrived to collect the items, she was told by another employee that she could not pick them up. This employee, who was also a manager, got on the phone with my mother to explain the situation. While my mother may have reacted more harshly than necessary, it was due to being misled and inconvenienced after receiving clear verbal approval.

After obtaining the number for the district manager, my mother chose instead to follow the appropriate chain of command and speak with the store manager first. Unfortunately, she was met with even more hostility. The store manager, Maddie, was shockingly rude, unprofessional, and combative. Rather than attempting to resolve the issue, Maddie immediately became defensive, raised her voice, and outright yelled at my mother—accusing her of lying, even though there were two people who heard the original conversation with Melania.

In my nearly 30 years of experience in business management—having served as both a store and district manager—I have never tolerated this level of disrespect toward a customer. If any of my managers had behaved as Maddie did, they would have been relieved of their duties on the spot. Her conduct was not only inappropriate, it was a complete failure in leadership and customer service.

On a positive note, I want to acknowledge the professionalism of department manager Zac. Despite being placed on speakerphone during a moment when my mother was extremely upset (and admittedly yelling), Zac remained calm, kind, and composed. His demeanor was a refreshing contrast to Maddie’s hostility. Based on his professionalism and people skills, Zac should be seriously considered for greater leadership responsibilities within the store.

Maddie’s behavior was not just a poor reflection of Kohl’s—it was unacceptable for anyone in a position of authority. If she treats one customer this way, I can only imagine how many others have endured similar treatment. She is in serious need of leadership development, or quite frankly, reassignment. Kohl’s should not allow this level of disregard for its customers to go unaddressed.

I sincerely hope that corporate leadership will review this incident carefully and take appropriate action. Customers deserve to be treated with respect, especially when they’ve done everything in their power to follow procedure and communicate clearly in advance. This experience has left a lasting...

I've been going to this Kohl's for a long time. The store layout is decent. Most things are pretty easy to locate and arranged fairly logically. It is always clean and brightly illuminated with no dark areas anywhere in the store. The selection of items is pretty decent too. The down side to Kohl's is the pricing. Full price on pretty much anything in the store is WAY to high. I am almost never willing to pay full price for anything they have. I say pretty much anything because there are some exceptions. From time to time, I find items at regular price that are probably featured items, that are really nice and have a good price. You really have to spend some time paying attention and looking for them though. The other exception is the stuff on clearance. You can find some exceptional bargains in the clearance stuff and I always make it a point to check there too. To get the most benefit from Kohl's you want to get the Kohl's card too. I never have a running balance on it. I buy the things I need, get the bill, and pay it off, but having that card is really valuable. With the card, you get coupons for anywhere from 15 to 30% off even the clearance or sale prices, and you can earn "Kohl's bucks" that let you take even more off. I've used those combinations at times to go in with my daughters and came out with bags of stuff for very little money. We had to go in just the other day in a huge rush to get shoes and hose for my daughter. She had not dressed up in a while and 40 minutes before a wedding discovered her shoes and tights would no longer fit. We ran to Kohl's in a mad dash and found some wedges she absolutely loved, and new dark hose and was out in 15 minutes and only spent about $35 or so, and were very happy. I really enjoy shopping here and usually do get a good deal and have a...

Five stars for the convenience of Amazon returns. And you do receive a percentage off 7-Day coupon when you return at Amazon and sometimes a $5 credit. A few noble staffers remain to keep the ship afloat - friendly and helpful despite being overworked and underpaid. The store itself is clean, well-lit and follows good covid protocols.

I gave it three stars because the inventory is simply abysmal. I was able to find underwear and camisoles for my 90-year-old mother, but I've had a merchandise credit for many many months and when I visit the store to do my Amazon returns, I'm actually unable to find anything that I would want to own or give someone. (Full disclosure: it's a $20 credit.) Actually, they do carry a nice selection of Godiva chocolate bars.

No matter what time of day I go, there seems to be a creepy fluorescent lit graveyard kind of vibe.

If they do have items you like, I highly recommend downloading the app for the coupons.

And one upside of their lackluster sales (which have affected most department stores) - LOTS of available parking!

According to the Wall Street Journal, they have "forged partnerships with Amazon and Sephora, brought in new brands and beefed up their loyalty program. Yet, the retailer’s stock is worth less today than it was two decades ago." (WSJ January 2022) My takeaway: despite great efforts, the ship...