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3.3

Realized I shipped to the wrong address so called within 30 minutes and was told sorry it was too late to change the shipping address. Now 24 hours later it still has not shipped but somehow they can't change the shipping address.

Luckily, I do know the person at the address, but it is a big inconvenience for them to accept shipment and then reship it to me as it is a large order.

They consider me a MVC customer because I have spent so much with them, but customer service won't do anything for me. I was told to contact the shipping company whenever I receive tracking information and try to get them to redirect, but since I am not the shipper I have no control over the package!

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

Kohls Cons: Outsourced customer service.

Location: El Paso, Texas

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Guest

Same thing happened to me! Iโ€™m so ANGRY.

I called UPS and they said that Kohlโ€™s absolutely can help and only they could create a new shipping label to fix the problem. Kohlโ€™s flat out refused to help AT ALL.

Guest

Placed an order online yesterday. The email confirmation had a completely different delivery address on it!

I called and waited on hold while I tried to activate the chat online. When I finally got through to someone they told me there was nothing they could do! It was 2 am and my order had only been placed 35 minutes ago. My first phone call I was told to wait for the tracking info and call back.

Hours later and still "in process and I can not cancel the order? I call and speak with a "supervisor" who "cancelled" my order and placed a new order with the same items. Only to get an email stating my order can not be cancelled and I have to wait for the items to ship and return them to the store. Kind of hard to do that when they are being shipped to a stranger 4 hours away!

I call again and am told to contact fedex/ups once the order ships and have the package re-routed. Well I get the tracking info (we all know where this is going) and call fedex who can't do anything because my name is not on the package! Go figure! Call again and speak to someone who says that everything the 4 people told me yesterday about the address being able to be changed was in correct, which I have to wait for the package to ship and file a claim!

Which will be about another week and a half to two weeks. If the order wasn't shipped until this morning, why could it not have been cancelled?

Why am I being given the run around and why is it taking so long to be corrected?!

TheKohlsExtraordinaire

This is why there are "review your order" screens when placing an online order. That is your chance to review everything to make sure your order is correct, including the shipping address, before hitting the "submit" or "place your order" button.

Once you place your order it then drops into fulfillment fairly quickly. Hence the reason why the order cannot be changed at that point. Just because the order is not showing "shipped" 24 hours later has nothing to do with it. Orders are fulfilled, boxed up and shipped out of the fulfillment centers using many automated machines.

I would suggest taking a harder look at the "review" screen before placing an order online.

You can't blame Kohl's for your mistake. And the fact that you mentioned you are an MVC customer is irrelevant and has no bearing on your complaint.

Guest
reply icon Replying to comment of TheKohlsExtraordinaire

I had a similar issue. I did review my order, changed the shipping address to the current address I wanted the packages to be delivered.

After my payment information was entered, I received an email confirmation with the incorrect shipping address on it still. Once the order is placed even if you go back right away Kohl's online will not allow me to make any type of changes to the order. I called the customer service line the next day and they could not do anything about it, they said if i had called within a 30 min window they would have been able to make the changes for me. Kohl's online is 24 hours for shopping and ordering but the customer service line is closed at certain hours I was not able to call anyone within the 30 minute time frame to fix the issue that was not my fault.

So now my packages $150 worth is delivered to a stranger's home. Merry Christmas.

Guest
reply icon Replying to comment of TheKohlsExtraordinaire

Amazing how Mr kohl's Extraordinaire feels like he knows the in's and out's of each and every function of the kohl's corporation. He feels he's the book of wisdom everything including but far from limited to corporate operations, every responsibly of each step of the I/T department, online fulfillment, each and every position of the store levels including, hiring of contractors for parking lot maintenance and store cleaning contractors, store management, H/R polities, overnight stocking policies, cashier policies, and sales associates policies.

He's also the one often seen with knee pads in the CEO's office.

If you have anything questions regarding kohl's he or his wife Mrs kohl's princess offer you unlimited fluffed hot air........... I mean genuine sincere advice.

Emmalyne Dxh
reply icon Replying to comment of Guest-1075950

No one cares about your stup!d *** opinion! You seem to be on here bashing people more than not.

Extraordinaire is right. People don't understand the ordering and shipment process so he calls them out on it since most of the complaints are ridiculous!

Besides, this is a public site and people are entitled to their opinions and comments. Now go play out in traffic because no one cares about you or your obnoxious attitude!

Guest
reply icon Replying to comment of TheKohlsExtraordinaire

This is a problem with Kohls ordering system. This same thing happened to me.

I changed my shipping and billing addresses. It showed up correctly in the order AND in the system after the order was placed. But my order was shipped to an old address. I received a confirmation email and it has the old address in it.

I called within 10 minutes of

Placing the order but they could not change the order. They checked my account and the new address was in the system.

They assured me they would take care of it but now they will not. So this is a problem somewhere in their ordering system logic they need to fix.

Guest

I had a similar and even worse experience! The customer service rep said she HAD corrected the wrong shipping address and what she actually did was place a SECOND order!!

Outrageous. I had no idea until I called again the next day to ask where my confirmation email of the corrected order was. I never even received confirmation of the second order until I got two "your package has shipped" emails and two emails with Kohls cash. This is unbelievable and I believe fraud since they charged my account without my knowledge or authorization.

Now I have the hassle of getting the second package returned and my refund issued. Love shopping in the Kohls stores, but will NEVER EVER buy online again!!

Dona Yja

Couldn't you cancel the order and then re-order with the correct address?

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