Kohl's — Local services in Tustin

Dear Kohl’s Corporate Team,

I am writing to formally express my deep dissatisfaction with a very upsetting customer service experience I had at your Kohls location at 18182 Irvine Blvd, Tustin, CA 92780 store on 6/5/2025 around 8:00 PM.

I visited the store to return three Amazon items, understanding that after 8 PM, returns are handled at the regular cashier registers. Cashier Jodie initially assisted me. However, one of the items was set to a different return location, which I quickly corrected on my Amazon app – a process that took less than a few minutes. Despite this, Jodie refused to wait and instructed me, rather curtly, to step aside and return to the end of the line once I was ready.

When I explained that I had already waited in line and asked if she could proceed with my return, she rudely told me I’d have to wait in line again. This was unacceptable given how busy the store was, with only two cashiers available and a long line for a Thursday evening. I asked to speak to a manager, and although she said she would call one, she proceeded to help the next customer instead of assisting me or escalating the issue right away.

When the manager finally arrived, she agreed that I should not have to wait in line again and asked another cashier by the name of Deborah to help me. However, that second cashier blatantly ignored me – walking past me multiple times and helping other customers while pretending I wasn’t there. I had to walk back to the manager again to ask who was going to assist me. Only then did she direct the second cashier to help me again, who continued the poor treatment by rudely motioning to my child to move without saying “excuse me,” which I found especially inappropriate and disrespectful.

When I asked that cashier for her name, she refused to give it – even though she was wearing a name tag. I then returned to Jodie, who was walking and whose name tag I couldn’t read, and she also refused to give her name. Shockingly, the manager witnessed this behavior gave me the cashiers name and still did not step in to apologize, assist me personally, or address the lack of professionalism displayed by both employees.

As a business owner myself and someone with years of experience in customer service, I find this type of treatment appalling. Employees are the face of a company, and the disrespect, lack of accountability, and disregard I experienced do not reflect the values I expect from a brand like Kohl’s. I left feeling frustrated, dismissed, and completely unappreciated as a customer.

I kindly ask that this incident be investigated. Customers should never be made to feel like a burden for simply asking for fair treatment. We choose to shop at Kohl’s, and we can just as easily choose not to.

Thank you for your time and attention to this matter. I hope this leads to improved training and accountability at your...

I went on a Sunday night to return a couple of things to Kohl's. I didn't get the lady's name but she was Mexican with glasses. She was bothered that I was returning items since the beginning. I don't understand if it doesn't affect their pay why would it bother them. If you don't want to do the return than work somewhere else. I took out my phone for her to scan the receipt because I bought it online. She was struggling to find it, then after 3 failed attempts to do return, she attempted to return 2 items that my boyfriend purchased before Christmas also failing to "find" the purchases. She said it's not coming up just like she said mine wasn't coming up. I was frustrated because my boyfriend noticed that she didn't know what she was doing and told her void the other return so you can do mine. We were both bothered because she was saying our purchases weren't in the system. After browsing my purse I found that receipt my boyfriend gave me for the 2 items. She scanned it and had the audacity to say "see it's easier if you have the receipt" very sarcastic like she was bothered to do her job. Even when I had my order number on my phone because it was an online order. The fact that she said that when I had my receipt on my phone because it was an online order wasn't enough. I called Kohl's and they found it so I went to another Kohl's and they did the return no problem. The return was done in 2 minutes. I told the lady that help me out what the other Kohl's lady did and she was faborgasted who does that. The lack of customer service is incredible and I been doing this for 20 years, if you aren't properly trained this is what happens. If you have attitude then you shouldn't work there. She is lucky I didn't cuss her out. It was frustrating to know that if you aren't willing to help because that's your job look for another job that involves being rude. I'm definitely taking my business elsewhere. I don't know if the manager that night was the Caucasian lady next to her, who by the way looked at her and stood by the watch. I'm just bewildered that this is the people we are hiring these days with no proper training and lack of customer service because let's be realistic she could of done more. She could have of ask for help and choose not to do so. She chose to not do more and as a Hispanic woman I'm ashamed and disgusting that my own kind treated another Hispanic like she did. Kohl's please hire more professional, well trained and people with great customer service because you guys are dropping the ball by getting people from the bottom of the barrel. You should also trained your managers to step in and try to deescalate the problem rather than run...

Shame on you Kohl's! What started as a fun shopping afternoon for my daughter turned into a complete EMBARRASSMENT with LIES made to the police! Decided to get some early school clothing for my young child. Amazed at how much more than clothing was offered, I decided it would be best to return with my daughter upon her return from camp and buy her some cool accessories for her room in addition to new clothing. So, I left the store close to closing. Upon returning to my vehicle, my car battery was low and would not start. My phone died too. I awaited [in my car] for my battery to charge so that I may go home. As I tried to see if my car would start, 3 Kohl's employees were exiting the store. Before I could disengage my key from igition to ask for help, they got into a vehicle and drove away. Soon after, I was met by 3 cop cars! Who stated they received a phone call from Kohl's employees that a woman in a white SUV ran to the front door [of the now closed Kohl's] and was banging on the door, then ran to sit in her car. Luckily, I was re-trying my car to see if it would start when the police arrived. As proof there was vehicle troubles and not a (false) attempt to break into the store as they stated to their call to the police.

While I am completely legit, it was a horrible experience. If not for the police arriving as I was trying to start my car, their entire approach to me would have definitely been different due to false statements and allegations made by Kohl's employees. Given the current status of false calls to the police, a bit of reading the scene and NOT fabricating lies of a non-existent crime on a 5' tall female would have been nice.

SHAME...