Kohl's — Local services in West Chicago Township

We just left Kohl’s on Elston Ave in Chicago. We had a such a horrible experience using the Kiosk to place an online order using our new Kohl’s credit card we were approved for today. With the approval, we were offered a 35% discount for our purchase. We quickly realized there was no way to enter a code for the 35% discount using the Kiosk to buy items not available in store. The store manager came over to us and assured us we could get the 35% adjustment credit at the customer service counter after our online kiosk purchase was finalized. We spent about $600. Customer service was helpful as well. They told us they needed to call in to the web/online sales department to ask them to apply the credit. Things went downhill very quickly after that. The online sales representative was uncooperative and told the customer service person they couldn’t credit the account. A store manager was called and she spoke with the rep. Karen from the online department still wasn’t helpful. She then asked for a supervisor. Karen from online wouldn’t transfer the store manager to her supervisor! Unbelievable!! Karen from web then asked to speak with us directly. We explained we were told we would receive the 35% discount. After a long back and forth, she wouldn’t help us. We then asked for her supervisor AT LEAST 6 TIMES before she finally put someone else on the phone. We realized the reps were just following a script and they were not local management (maybe from Taiwan or China?). They were awful and not in line with the store management as a unified customer focused team. We finally just returned everything in a purchase over $600, cancelled the Kohl’s credit card, and walked out after about 2 hours of wasted time. Absolutely terrible experience! Needless to say, we will never shop at Kohl’s again. The lack of quality care for customers was shocking. All due to a bad online service rep system. You have options like Target, Macy’s, and other retailers who will treat you better. Macy’s has most of the same items we tried to purchase today. We are heading there tomorrow.

Update 9/25/21: After all the wasted time and bad service we received from Kohl’s online representatives the other day, now we received a notice that the order we cancelled was shipped. They also charged the Kohl’s charge card that we thought we cancelled. Unbelievable! The online rep on the phone the other day confirmed the order was canceled and the credit card was canceled. She obviously lied. Now we have to call them again, make sure the card is canceled, and figure out how to refuse or return a shipment we had canceled. We already wasted about 2 hours of our time. This is such bad service and such a poor example of how a company should be run. Terrible.

I want to stress the Elston store manager and customer service counter team was very professional and helpful. Our bad experience was created by a bad company set up for online/kiosk order customer service. The store team really tried to help, but even they were flabbergasted and shaking their heads about our experience with the online customer service people we dealt with on the phone. Also, it should be noted there was no follow up call or attempt to resolve the problem our show respect and value for a customer after they became aware of this really bad experience. Simply a lame poor apology to this review and stating they’d follow up with store management. Please follow up with the company executives who should contact us and fix bad online web...

SHOCKINGLY HORRIBLE CUSTOMER SERVICE TODAY FROM BRYANT V. at Amazon return desk ON PURPOSE, AND HE WAS LITERALLY LAUGHING AT GIVING ME THE BAD SERVICE A customer who of course had no idea what had happened, as I was the one in the interaction, not another customer, tried to chime in until I explained to him what had happened and then that customer had nothing else to say after I told him what happened Upon hearing the customer's remark to me and my reply to the customer, the supervisor or manager who I had requested to fix the bad service, Esmeralda, immediately nodded to me in recognition and said "I apologize for that." Esmeralda was much appreciated in this awful situation and is the only reason I have not placed the complaint higher yet. Thank you, Esmeralda.

Bryant V., you have your bad customer service to thank for this review AND also thank that ignorant customer who did not know what had happened in the first place to be saying anything about it. You're welcome! And have a good day! (like you insincerely told me at the end)

I had another bad experience too at this Kohl's not long ago, so thought it would have a lower rating like it does on Yelp, but perhaps the overall Google rating is still okay because of employees...

I had 2 orders, received the email confirming the orders were ready for pick up, go to the store get there. Pickup orders seem to be placed everywhere else but behind the PICK UP ORDER COUNTER. They took forever to find one order and the second one the person tells me that they had misplaced it but they were working on recovering it. Like what?! I thought the whole point the email confirming it's ready for pick up is because the bag and items are secured to be picked up. If their not then send an out of stock email! After waiting about 45 mins the lady scanning the barcodes says seems one item is out of stock again...what?! Then again WHY SEND THE EMAIL CONFIRMING ITS READY FOR PICK UP!?!? It's so unorganized and whoever is in charge of the online orders is a moron that needs to be re trained to do the job correctly because yes even tho its just clothing who gives me back the time waisted! Very disappointed! Annoying and taking my business elsewhere. But please retrain the moron picking the orders because they really shouldn't be in charge of anything if they're loosing orders just like that. Find a more organized and better system because this...