Cancellation of order placed on Kohls.com - Twice!
1. Order single-serve coffee maker and pods on Kohls.com.
2. Receive email confirmation of order
3. Receive email "modification of order" - cancellation of coffee maker next day (reason: "system cancellation")
4. Call customer service - agent says "not in stock" (item no longer on Kohls.com) recommends I call back the next day to speak with supervisor. Checks local stores in 50-mile radius - not available although inventory shows 700 in stores around country; agent has to check stores one by one.
5. Speak with supervisor the next day; says item is still "active" in system - recommends that I keep watching the website and re-order by phone so they can honor sale price.
6. Item re-appears on website; I call customer service to order. Email confirmation received.
7. Next day: order cancelled via email ("system cancellation"). Call to customer service - says item is no long available; inventory may have "run out". Blames inventory system. I ask to speak to supervisor, am disconnected after being on hold for 15 minutes.
8. Call back, am told that the item is "active" agent recommends that I check back in a minimum of 2 weeks; and to hold onto my previous order numbers so they can match original sale price. I express dissatisfaction and say that I will stay on to answer survey questions; was requested to complete survey via electronic "welcome" message at start of call. Disconnected.
Huh???? So much for Father's day gift. And if the item magically appears on the website again, even after waiting two weeks to check, how will I know if the item is truly in stock?
Order already processed for coffee pods; will need to return to store if I can't get the coffee maker.
Total time wasted to date that I have lost from my life: 3 hours
Kohl's, you are a bad store with bad policies and a bad inventory tracking system. Count me out; I don't want to play.
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Comments
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I think the are doing this on purpose. It comes down to old fashioned bait and switch.
They bait you with a good deal on a highly desirable item and then inform you that they aren't able to send it because it is out of stock and it takes their system time to figure that out after all the orders have been placed (paraphrasing here).
HOWEVER, you are now on the hook and committed to purchasing the item.
It is the whole take it away from the consumer and they will want it more psychological trick that salespeople use.
So, now you REALLY want the product and they inform you that you should watch the internet site for when it becomes available and by the way you are NOT going to get the sales price! (Actually told this in a chat with customer service.)
They have you and if you want the product you just might get in your car and drive to the local Kohls where they have the shelves full stocked of the item you are seeking.
But of course the store non-on-sale price DIFFERS from the online non-on-sales price; the store price is MORE expensive!
In essence the online sales are feeders for the higher priced stores.... BAIT and SWITCH.
Kohl's is super bad about this. I ordered my granddaughter some items recently and without notice, they were canceled.
When I called Kohl's they said that they were back in stock and they said I could reorder them. I asked if there would be a problem the second time around. They said, "no, we definitely have them in stock". When I looked this morning they were again canceled.
In the past I've ordered quite a bit at Christmas from Kohl's and I have had some problems, here and there like not getting returns credited to my charge card.
Anyhow, I'm done shopping there! There are places much more dependable than Kohl's!!!
Why did you not just go buy it from somewhere else instead of making such a big deal out of nothing?
It's called principles buddy.