Kohl's — Local services in Redlands

Dear Kohl’s Management Team,

I am writing to share my recent experience at your store on June 10th between 5:15 and 5:30 PM, which left me disappointed and frustrated due to the lack of customer service and support.

I initially came in to pick up an online order, but before doing so, I did some shopping for an upcoming birthday party. Since there was no line at self-checkout, I decided to check out there. Unfortunately, the register I used was still pending a previous transaction, which appeared to have been abandoned due to lack of assistance—evident as the previous customers had moved to another register.

I encountered issues of my own when attempting to use my Kohl’s Wallet credit card via the app, which was not functioning properly. I waited approximately 5 minutes with no employees in sight to assist me. Although I could be clearly seen by staff members at the main registers, no one came over to help—despite another customer and myself visibly needing assistance.

Eventually, I had to call out to a group of three employees standing nearby to get their attention. When one finally came over, I was informed that the Kohl’s Wallet could not be used at self-checkout. I explained I would need to go to my car to retrieve my purse and ID to use my physical card. Before doing so, I asked the employee to verify that all of my discounts and coupons were correctly applied at the self-checkout screen so they could be matched when I checked out at the front register. She confirmed the total was $47, and I triple-checked this to avoid issues later.

When I returned with my purse, the same group of employees told me I now had to wait in the long line to complete my purchase and then stand in a separate line to pick up my online order. I expressed my concern, explaining I had already spent a significant amount of time waiting for help and should not have to wait in two more lines. Instead of being understanding, the employees were argumentative and unwilling to help. Only one employee, Irma, eventually stepped in to assist with my purchase, and another finally agreed to retrieve my online order.

Unfortunately, as I feared, the total at the register came out to nearly $60—considerably higher than the $47 I saw at self-checkout. I asked Irma to double-check that all the discounts had been applied correctly. She assured me that they had and suggested I must have attempted to use a coupon that wasn’t valid. I asked for a supervisor, and only then did someone come over and identify the problem: the register had applied a 20% coupon instead of the valid 30% coupon visible on my Kohl’s app.

While the issue was eventually resolved, this experience was extremely disappointing. There was a complete lack of initiative, helpfulness, and basic customer service from the staff on duty. I have never been to a store with a self-checkout section that is left entirely unattended. It should be standard practice to have staff available in that area to assist customers as needed.

I would also like to add, how racist employees act towards customers, They watch you as if you are stealing, making you feel uncomfortable.

Overall, this was a frustrating and time-consuming experience due to poor management, lack of staff accountability, and disregard for customer satisfaction. I hope this feedback is taken seriously to improve customer service at...

I HAVE NEVER BEEN TREATED WITH SUCH DISRESPECT AND DISGUST IN MY LIFE. I HAD A RETURN TO DO, AS I WALKED UP TO CUSTOMER SERVICE THE GENTLEMAN BEHIND THE COUNTER GLANCED UP AND SAW ME LIMPING AND ROLLED HIS EYES!!!! I TRIED TO REMAIN POSITIVE THAT MAYBE HE WAS ROLLING HIS EYES AT SOMETHING ELSE. AS I STOOD AT THE COUNTER HE TURNED TO START WHAT SEEMED LIKE AN INNAPPROPRIATE CONVERSATION TO BE HAVING ON THE CLOCK WITH ANOTHER WORKER, I KNOW IM OLD AND THINGS WERE DIFFERENT IN MY DAY BUT I REALLY DONT THINK YOU SHOULD GET PAID TO FLIRT AND IGNORE CUSTOMERS. AFTER HE COULD NO LONGER TOLERATE MY PRESENCE, HE IN A RATHER RUDE TONE "CAN I HELP YOU?" AS IF I WAS A BOTHER TO HIM BECAUSE I WAS INTERUPPTING THE FLIRTING. I TOLD HIM I REALLY LOVED THIS SHIRT THE FIT OF IT BUT THE COLOR LOOKED HORRIBLE ON ME AND I WOULD LIKE TO RETURN IT BUT BUY THIS SAME SHIRT IN A DIFFERENT COLOR IF YOU CARRY IT. HE AGAIN ROLLED HIS EYES AND CORRECTED ME THAT IT WAS CALLED AN EVEN EXCHANGE AND NOT A RETURN AND HE COULD NOT TELL ME IF THEY CARRIED IT IN A DIFFERENT COLOR THAT I WOULD HAVE TO GO AND LOOK MYSELF. I WAS SHOCKED THAT HE WAS REFUSING TO EVEN CHECK A COMPUTHER OTHER WORKERS HAVE FOR ME BEFORE. AS I WAS WALKING AWAY I GUESS HIM AND HIS LITTLE GIRLFRIEND FORGOT THAT I LIMPED SO I WOULD BE IN EAR SHOT FOR LONGER THAN THE AVERAGE JOE. THE LITTLE GIRL COMMENTED ON HOW HE CORRECTED ME ABOUT IT BEING AN EVEN EXCHANGE HE LAUGHED AND SAID "WELL I WAS JUST EDUCATING THE PUBLIC" THEN SHE SAID SOMETHING I COULDN'T QUITE HEAR BUT IT WAS ALONG THE LINES OF IF HE COULDNT LOOK UP TO SEE IF THEY HAD IT IN A DIFFERENT COLOR AND HE LAUGHED AGAIN AND SAID OF COURSE WE CAN BUT IM NOT GOING TO WAIT ON HER HAND AND FOOT IF YOU ARENT PHYSICALLY CAPABLE OF SHOPPING THAN STAY HOME I STOPPED WALKING AT THIS POINT I WAS AFRAID I MIGHT TRIP IN PURE SHOCK OF WHAT I WAS HEARING AND IM GLAD I DID BECAUSE HE WENT ON TO SAY AND I QUOTE " DAMN I SHOULD HAVE TOLD HER EVEN EXCHANGES GO TO THE REGISTERS, OH WELL BY THE TIME SHE LIMPS BACK THERE ILL BE ON MY BREAK ANYWAYS, HAVE FUN DEALING WITH HER" ILL TELL YOU WHAT I DID NOT WALK BACK THERE I TURNED AND WALKED RIGHT OUT THAT DOOR AND I WILL NOT BE BACK I REFUSE TO SHOP SOMEWHERE THAT HIRES PEOPLE THAT ARE OPENLY RUDE AND MEAN TO DISABLED PERSONS. YOUVE LOST MY BUISNESS KOHLS!! AND DESPITE WHAT HE THINKS HANDICAPPED PEOPLE ARE FUN TO BE AROUND AND I HAVE ALOT OF FRIENDS THAT ARE GOING TO BE OUTRAGED WHEN I TELL THEM HOW I WAS TREATED, SO YOUVE LOST THEIR BUISNESS TOO. AND IN CASE KOHLS ACTUALLY DOESNT TOLERATE THIS KIND OF BEHAVIOR AND WOULD LIKE TO REPRIMAND HIM HE WAS A TALL AFRICAN AMERICAN MAN WITH GLASSES AND A BEARD HIS NAME TAG SAID JONATHATN BUT I DOUBT THAT WOULD BE HIS REAL NAME WITH HOW HE WAS ACTING.

OH AND ANOTHER THING KOHLS!!! I DONT THINK ITS APPRORIATE THAT YOU ALLOW YOUR WORKERS TO CARRY KNIVES ON THEM, IF I WOULDNT HAVE BEEN SO DISTRACTED BY HIS TREATMENT OF ME I WOULD HAVE BEEN EXTREMLY UNCOMFORTABLE WITH HIM HAVING A KNIVE IN HIS...

Visiting my sister from UK I had ordered a shirt online to pick up at the Redlands branch. I gave as requested my name, email and phone number but had no notification about my order but the money had come out of my bank. My sister and I visited the store and waited at the pick up area. We were greeted by a woman called Paula and I told her what had happened, she said she needed to call someone and I can only guess this was a supervisor, her name was 'Brenda' and my sister and I explained the situation. She said there was nothing she could do without the order number, I said there must be something khols has taken the amount of the shirt out of my bank, and I showed her the transaction it even gave the # of the store 0873. She said 'call your bank' and went to walk off. My sister said can we speak to the manager. She said call customer service my sister asked for the number and we called them right there. She had walked off by this time and I was hoping she would stay to help the situation. Anyway the guy I spoke to was amazing he took my name, my email and phone number and found my order within seconds. He had also advised me that she could have found it herself. I went to find the woman 'Brenda' again and she had attitude straight away. I gave her the number she went off and came back within 2 mins with the item and pushed it at me. It even had my info on the bag it was in. I said you've been very rude and unhelpful she muttered something and my sister said "excuse me?" You have been extremely rude" and she actually called after us as we were walking to the exit...."WHATEVER!" Behaviour expected at five below or walmart not by a khols employee!! I have worked in some well known stores in the UK ie Marks&Spencers and have never spoken to a customer the way she was to us. We left your store very upset. That type of behaviour gives...