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On 11/29/10, I ordered a Christmas gift for my niece. The estimated date I was to receive the package were 12/l9 to 12/13. When I had not received the package by 12/14, I made my first attempt to contact customer service. I was told that the package was at my local post office and I should contact them to find out where it was. I called the post office who informed me that they did not have the package.

I called customer service again and was informed they would put a trace on the package(which I needed the following day for a trip to family Christmas) and I was assured they would trace the package and ship it to my niece at no cost to me.

On 11/20, having not heard anything more I called once again. This time I was informed that a trace on the package would take two weeks. I explained that I had ordered this a month before Christmas and it was unacceptable to me that she would not receive her gift(a winter coat in a maternity size) until the middle of January. I was then informed that the only thing they could do to rectify the situation was send out another coat and charge me for it again. So essentially, they wanted me to pay for something twice that I had not received the first time, and they would then credit me for the first order once they found the trace on the package. In the meantime, I will have to pay interest on my card unless I want to come up with the extra money to pay for it again.

I understand that during holiday time, these things happen. Packages get lost and effort has to be made to find them. Kohl's, however, made not attempt to rectify the situation and they did not seem to care that I was left without a gift at the last minute. They have lost a customer permanently. I intend to cancel my Kohl's card and discontinue shopping in their stores or on their website. They have every right to have a policy on how to handle a lost package and I have every right not to shop in their stores and encourage as many other people as possible to do the same. I hope it was worth it.

Monetary Loss: $70.

Location: Clive, Iowa

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Guest

You are so correct. kohls cares nothing about all the stress we encounter waiting on packages and then When I got mine, the merchandise was defective, wrong sizes etc.

Etc. I asked for a ups pickup - that was two weeks ago and nothing! My chrage card has been charged and I need my money! The lad rep I tried to get help from rudely told me all companies are having problems with this stuff and no one would rectify it in one day.

I told her that was odd, because I just had two lovely companies issue a recall online label or pickup in one hour!

She basically told me to yup know what...I hung up. I will never shop at Kohls agsin.....I have been a good customer in store for many years...how sad.

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