Kohl's — Local services in Troy

Once upon a time, Kohl's was a great place to find decent work clothes without overspending. That was then. This is now.

Customer Service means nothing to the employees of this location.

To start with, I walked up and got in line at the service desk, watching 4 cashiers helping 4 customers. After a while, one customer was finished, and I was ready to be called forwards. She locked her register and walked away. At this point there are 3 people in line, waiting.

The next cashier finishes with a customer. She's within 4 feet of me as she's finishing up the customer, and another associate walks up. She greets him with bright eyes and multiple words as she locks her register, walks 10 feet away with him to have a convo while they pretend to tidy the racks.

The THIRD cashier locked her register and walked away, leaving us in line staring in surprise and dismay. At this point it's been over 10-15 minutes in line.

Finally I'm called forwards, only to be laughed at and told I was in the wrong place. I said it would help if they posted signs saying where to go for Amazon Returns.

I was berated by the cashier for telling them there were no directions to the amazon drop off. She insisted I was wrong. I told her she was mistaken as I walked away. She HOLLARED at me across the store, telling me I was wrong, TWICE.

To say I won't return is an understatement.

And for those who wonder - Amazon returns are in the farthest point away from the doors, wayyyy back, center.

The photo below is the view at the door I entered from. I found the sign, it was about 9x12" and posted behind the shelves directly in front of the door.

It's bad enough to be frustrated, left in line to wait, watching employees goof off and ignore everyone in line, but to be shouted at, across the store? Really? I wish I'd been a Karen, then I'd be ok with it, but all I said is that it would be nice if they...

Terrible customer service. One person at the counter helping another woman. There was obviously a problem that she was unable to resolve or this woman could not find the correct invoice and kept looking through her phone several times trying to find it. 10 minutes later and this woman is still looking for emails and invoices in her phone, and the line is getting longer and longer. At no time did this customer service person call for someone to help assist the rest of the customers, or even simply offer an apology for the long delay. When I voiced my frustration (outloud to the man behind me) she asked if I had a problem and began to lecture me loudly in front of everyone and told me I was being disrespectful to the woman she was assisting (I didn't say a word to this woman or to her) and asked if I wanted a manager. I said no, but was there someone else that could help the rest of us. She's said no, that she was the only one and was by herself until 4 (why I needed to know her work hours I don't know.) Then she says, "no, I'll call the manager" (like it was a threat) and called to a woman who had been standing about 15 feet away putting away some items. The woman came over she asked the woman to assist me. We went to the register, I said nothing to her, gave her my returns and she had me done and out of there in less than 5 minutes. So there WAS someone else who could have helped the rest of us standing 15 feet away the whole time, but she chose to just let the line get longer and longer and do nothing. I have never had any store employee speak to me the way that woman spoke to me. Later I called the store to speak to the manager, and when I asked if she was the one who had waited on me in customer service that day, she...

DO NOT USE THEIR SELF-RETURNS! REPEAT. DO NOT USE THEIR SELF-RETURNS!

Whoever works the self-returns is either a THIEF or can not count. I'm not sure which is worse tbh.

I came here last Saturday to do a return and noticed the long line. To my surprise, I saw there was a self-return option with no one around and got really excited! I followed the easy instructions (scan barcode on the display, enter your order/receipt number etc.) and returned 12 items. Once you are done, you put your items in a bag provided at the self-return counter and scan a barcode on the bag to confirm your return. Since I returned all baby clothes (brand new with tags), it easily fit in 1 bag. Yay!

The email confirmation you receive states you'll get a refund confirmation email within 24 hours but I didn't receive one until Monday morning 5/2 letting me know I was being refunded for only FIVE out of TWELVE items. I thought this was for sure a mistake or I would be receiving another return email receipt but I never did. I tried calling their store and when someone picked up they hurriedly told me there is NOTHING they can do about it and don't have access to the return system. What? They spout off an 800 Kohl's number and hung up.

I will NEVER use this system again and wanted to warn others of my experience. I had to call Kohl's CS team and read off 12 different SKUs to the rep and spent a little over 30 minutes to get the rest of my money back which is supposedly going to take up to 7 days. What a...