Kohl's — Local services in Ross Township

This is my second bad experience at this Kohl's. I'm not a huge fan of the company to begin with, after the experience I had with my wedding registry. But, due to a gift card I had received, I though I could use it to buy a new swimsuit. I purchased the bathing suit offline and picked it up at the store. The bathing suit was a bit too snug, so I went back the next day to exchange it for the next size. When I went to customer service for assistance I was told "Go look in the bathing suits." I again had to explain that I got it as an in store pick up, and I didn't know where the bathing suit section was located. Once I found the bathing suits, it looked like a bomb had gone off in the section. There were suits hanging everywhere, some were on the floor, and it was totally disorganized. After walking around for 20 minutes, I was finally able to find a worker on the floor to tell me if the bathing suit in the next size was available in the store. She told me there was one left, and customer service would be able to help me. SO, back to customer service I went. I explained to the woman at the customer service desk I was told there was one left in my size and she LAUGHED in my face, and said "Yeah, that could be anywhere in here." I asked if it would be possible for me to return the swimsuit I had bought and if she could order me the next size and I would pick it up when it arrived, she stated "No. We don't do that. You should just rebuy it online and then bring back the small one for an even exchange." That store is totally disorganized, under staffed, and has rude customer service. I will not return to that...

Kohl's is my favorite of the mainline department stores. It has a good selection of men's clothing and sports/athletic wear, household goods, and kitchenware and small electrics. Everything seems neatly and logically arranged, and one can get through the aisles easily.

There are not a lot of employees on the floor—mostly at the registers and in customer service—but to compensate, the in-store signage is pretty informative and there are price-check and info terminals throughout. The employees that you do run into are helpful and friendly.

I'm a bit suspicious of always receiving 35% off, but I can't argue with the final cost. Their prices almost always seem like a good deal.

My only quibble is with women's clothing. OK, now that you've stopped laughing: I regularly get dragged along by the women in my family to shop for clothes and these trips usually end in disappointment. The styles on offer are kinda silly, the quality is lacking, and the prices are much higher than comparable items of men's clothing. This situation is not exclusive to Kohl's, but it rankles nonetheless. Women, and the guys standing around while the women are in the fitting room, deserve better.

All in all, I highly recommend Kohl's over its competitors for selection, prices, and ease of finding...

When looking to clothing and a other items for your home, over the years Kohl’s has consistently provided a welcoming and warm atmosphere. Their selection is broad and of good quality.

Just this would not gain them a 4-star rating. What put them at this rating is the fact that this company saw into the future.

What they did was to understand that most orders are going online, so they now offer Amazon returns at their locations. This allows them to gain foot traffic. They strategically place the Amazon return counter either at the back of the store or on the upper level, thus forcing customers to walk through the store to see their selections. They then also offer a coupon on purchases. This is what got the to a 4-star rating.

So, why not 5-stars you ask?

This is where they dropped the ball… They do not have a good online presence themselves. Yes they have an app; yes you can order from them and many of their online services work very well, but I think that less than 5% of their customers use their app on a regular basis, if at all. This company can grow by leaps and bounds if they can figure out how to make their app as easy to use and more friendly than their online...