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I see that a lot of you are having problems with shopping experiences, billing issues, etc. I am a Customer Service Associate for a very high volume store in NY. I have been with the company for four years, and absolutely love working for Kohl's. But like many of you, I have seen some flaws over the years that need to be addressed. So instead of me coming here to complain and all that jazz, I am just simply here to clarify what many of you may not know about current processes and what the future holds for you, the consumer.

I have seen a lot of complaints on other websites about the way the Kohl's Cash policy is. Formerly when making a return on a transaction in which you earned KC and we were still giving out the KC, if it brings you below the 50 dollar threshold then you are no longer entitled to that KC (or a certain amount of it). After the earning period is over, and you do a return with that receipt you were allowed to keep the amount of KC taken from you by taking a Kohl's Merchandise Credit, or to take the refund in its original form but you lose the KC. The latter of the two situations, starting in April, will no longer be available to you. Regardless of my opinion on it, whenever you make a return involving KC you will no longer be able to keep the KC with whatever refund option you choose after the earning period is over. So now that that is out of the way, lets take a look at other things I have seen.

When using the KC, it is treated as a COUPON, not cash. The Kohl's policy is that any $ coupon must be taken off of the transaction amount first, before any percentage is taken off. Obviously, all this is done before tax is taken into consideration. It is written on the fine print on the back of you KC, so next time you go to use your KC, take a look at it so you aren't surprised at the amount saved on the bottom of your receipt.

Also, I have seen a lot of complaints about the return policy. The hassle free return policy is just that, we will indeed take back anything that the customer needs to return. With a receipt, you will get your full refund including any percentage off that you received the day of your purchase. Anything without a receipt can be looked up on any piece of plastic (credit, debit, or Kohl's Charge) in order for you to get your full refund. However, if you didn't use any of those and used cash, gift cards, or merchandise credit and don't have a receipt, it is Kohl's policy for us to give you the lowest price that the item has sold for in the last SIX weeks. For example, if a customer returns a shirt without a receipt and used cash, and the lowest price it was sold for within the six week period was 4.99, then that is what they get. There is no way for us as associates to influence what you get back, if that is the refund price the computer tells us, then that is that.

There is also a new rule when it comes to using the scratch off coupons. In order to receive the discount, the entire order must be charged to your Kohl's Charge card. These scratch offs are meant as rewards to you, the Kohl's card holder. Hence, it must be used with your Kohl's Charge card. You used to be able to put a little amount on the card, and the rest can be paid any way you want. Not anymore, unfortunately. Not saying I agree with it, but that's the policy and us as associates must follow it or we get in trouble.

The last thing that I have come across is a lot of issues with the Kohl's card accounts. Any issues regarding the card must be taken care of with the credit department, as us associates are not authorized to look at account information for the customer. One thing I can tell you guys is that about a year and a half ago, Kohl's increased interest rates and APR across the board for all card holders. I don't remember off the top of my head the amount it went up, but it did go up a substantial amount.

That is all I can think of off the top of my head. Please do not think I am here lecturing everyone, but I am just trying to give you guys some insight on some things there have been issues with on sites like this one, and also telling you guys future policies that may impact the way you purchase and return items. Any questions you have, please feel free to reply to this and I'll try my hardest to answer any questions you have. Thanks, guys.

Location: White Plains, New York

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Guest

I think people need to understand that it is a retail store like any money they make money by people buying not by giving away coupons so you spend $0 I like kohls stores I don't like ordering online but I do like there stores they always good with coupon compare to other stores so I'm surprised if they actually make money by I seen people save kohls cash for over a year so they don't have to pay much or at all so to me people seeing comments about complaining about how kohls cash can be lost lol it's a coupon not money and it's not earned lol they don't even put a limit on how much you have to spend to used like for example express you have to spend $75 to used $25 express cash so I really think people complaining about return policies and all are just spoil common ppl its a retail store that's how they make money

Guest

Wait... So, if I buy a $50 sweater and earn $10 KC and return the sweater 3 weeks later, I only get $40 back even if I never used the KC??? Isn't that fraud?

Guest
reply icon Replying to comment of Guest-875568

No you still get your 50$ back you just don't get to keep the Kohl's cash. Kohl's cash is extra so say, you wanted to keep your Kohl's cash you would get forty returned on your card have your 10 in Kohl's cash, no matter what your total will always equal what you spent, you just don't keep the extra $ once return.

Guest
reply icon Replying to comment of Guest-875568

If you did not use/spend the KC, you will receive your full $50 refund. However, if you spent the $10 KC, you only get back $40 ($50-$10 KC= $40 refund.) I worked for Kohl's for many years.

I always tell people, don't spend your KC unless you are absolutely positive you won't be returning any of the items you earned KC on. As I recall, there were scams with people spending the KC, returning items, getting merchandise credits.

Essentially, they were ripping us off! Hence, the change in policy.

Guest

Kohls can change policies without notice at any time. Just like any other company.

Of course, everyone thinks that Kohls is "cheating" them with coupon policies. Lets think about how many retailers won't take expired coupons or the restrictions on coupons are so extensive there is NOTHING in the store you can actually use it on!!

I suggest if you really have problems with the policies at Kohls, you can take your complaining elsewhere. 8)

Guest

KOHLS is cheating their customers. I order online and recently when I would return in the store I wouldn't get the full amount that I paid returned to me.

It would be only cents BUT Kohls doing this to many customers the cents add up. The girl in the store said she didn;t know why it does that on online orders but she has seen it many times but they can only return what rings up on the store systems even though you have a slip showing you paid a few cents more. I would have to take it up with the online customer service. I contacted them and their response was it's only cents .

I asked to speak to a supervisor and was then credited the cents back to my account. A few weeks later this happened again and I was told I received what I paid. I had them look at documentation showing I didn't and they responded you received what you paid. How many people are they doing this too?

Also I always pay on my KOHLS charge and last week I went to return an item I also purchased online with my charge and was told I could only get a store credit.

WHAT????? The girl could not explain why the computer would only let her give me a store credit although she could see I paid with my charge.

She called the store manager and he could not overide the system even though he could see I paid with my charge. I am no longer a KOHLS customer and have shredded my Kohls card.

Guest

So if tis "establishment" is soooo bad why do you all shop there. I would be telling them where to go and I don't mean to Canada.

Guest

From now on I will only spend Kohl's cash on something I am very sure I will not need to return. I will NEVER buy gifts with it - sad because I always did 90% of my Xmas shopping at Kohl's.

I will also NEVER buy clothing with it. If it doesn't fit -- I will only get a partial refund. I feel a refund of what you spent is fair - the Kohl's cash WAS EARNED. They are giving something that looks like a great deal - but then taking it away - so what good is it??

I am so disappointed in Kohl's. They WERE my favorite store.

Guest

Bottom line on this Kohl's Cash discussion is:

YOU earned the Kohl's cash when you made a purchase.

How is it that you don't deserve it anymore if you make a return??

Guest
reply icon Replying to comment of Guest-580938

:?

Guest

WHAT ARE YOU TALKING ABOUT KOHLS CASH IS KOHLS CASH "EXPIRED" MEANS SOMETHING DIFFERENT. How is it expired I spent it.

I have a return and they are taking the money back!! Now you are seperating KOHLS CASH FROM EXPIRED KOHLS CASH another (insider policy) SOUNDS LIKE MORE NONSENSE TO ME.

kohls is taking back kohls cash when returning an item either way @ Jorge says only if the KOHLS CASH IS EXPIRED. (i AM SURE HE WENT AND ASK THE CS AGAIN AGOUT THAT ONE!!)

Guest
reply icon Replying to comment of Guest-580319

If you spend expired Kohl's Cash and you return the items you purchased with the expired KC you do not get the KC returned to you because it is taken off as a dollar amount.

All this nonsense over a 10 dollar nail polish. smh.

Good luck to you in your vendetta!

Guest
reply icon Replying to comment of Guest-580381

I never spent any expired KOHLS CASH not sure what you are talking about. I spent kohls cash that I earned in the time frame given!! "10 dollar nail polish" WHATEVER now are you talking about SMH

Guest
reply icon Replying to comment of Guest-580319

you are too much. Not everything is a trick and a scam.

Expired when I redeemed it.No longer valid. Some stores still accept it expired.

Kohl's does not take back Kohl's Cash on a return redeeming KC.

Your own example below proved it. Sorry that I pay attention when something is explained to me, which you clearly and obviously don't.

Guest
reply icon Replying to comment of Guest-580428

I NEVER USED EXPIRED KOHLS CASH!! WORD GAMES i SEE

Guest

Thanks but 1000s of others are getting nothng back when paying with KOHLS CASH it stated in December after black friday. you may have been an exception but for the 1000s of customers that are posting they are losing the KOHLS CASH coupon both ways MANAGERS are telling customers to return without receipt they have a better chance of keeping there coupons.

Also have seen posts about returning without receipt and them taking 10.00 dollars off all returns over 50.00 dollars.

HEADS UP UNANNOUNCED POLICY CHANGE!! Kohls changed their policy on Kohls Cash QUIETLY just before Novemberโ€™s BLACK FRIDAY where they heavily market to customers an ONCE a year event of $15 Kohls CASH for every $50 spent. Kohls did not make an announcement about this CHANGE IN POLICY - NOT on facebook, not on the forums that employees discuss (with no company oversight) and have wikis on policy, not even paid bloggers.

I am guessing the effective date is November 1, 2012 but Kohls Facebook will not reply to my or other customers posts here on Facebook. HOW WILL THE NEW POLICY AFFECT YOU? If you return any item PURCHASED (regardless if it is damaged or ecommerce sent the wrong item via smartpost) YOU WILL GET ZERO REFUND (prior to 11/1/12 Kohls would put the balance of Kohls Cash on a merchandise credit) Now Kohls WILL make increased profits off the ill-gain of customers NOT INFORMED of this new policy. +++Oh and KOHLS had ANOTHER FAIL....WHAT?

Even after the new policy was effective 11/1/12?

with only SMALL MOUSE PRINT used to communicate this to customers ON THE KOHLS CASH VOUCHER....Kohls CONTINUED (BIG OOPS) to +++PRINT the OLD POLICY at the bottom of the receipts stating "FOR RETURNS OF MERCHANDISE PURCHASED WITH KOHLS CASH COUPONS THE VALUE OF THE KOHLS CASH COUPON WILL BE RETURNED AS A KOHLS MERCHANDISE CREDIT SEE DETAILS PRINTED ON KOHLS CASH" while their customer service cashiers gave customers ZERO credit for their returns (applying the NEW POLICY) and will double dip on the profits at the customers expense. Reminds me of Ebenezer Scrooge!!

Guest
reply icon Replying to comment of Guest-580184

Did you even read what you just copied and pasted (incorrectly, you should have use quotation marks)? Whoever posted that never said they were returning something they PAID for with Kohl's Cash.

It just says "purchased". Probably "purchased" to earn the Kohl's Cash.

A perfect example of people being confused, not ripped off or scammed.

You, however, will choose to believe what you want. I am not speculating, or confused, I just had an actual return and that is proof enough for me.

Guest
reply icon Replying to comment of Guest-580190

Not sure what you are talking about but it clearly says "using Kohl's cash as part of the payment" maybe you should read it again!!! /////////////////////////////////////////////Vspending the KOHLS CASH COUPONS NOT GETTING IT BACK IN ANY FORM written on Kohls facebook page by Laurie Gage My daughter purchased a couple of items online, using Kohl's cash as part of the payment...

When she returned one of the items to the store, they deducted the entire amount of the kohl's cash from the cost of the item, even though the item returned was only a small portion of the purchase...

Because of this, the refund was very small, and there was no discount on the other items... The Kohl's cash should have been prorated proportionally..

Guest
reply icon Replying to comment of Guest-580224

I posted in response to the comment I replied to. Scroll up.

That comment does not saying anything about part of the payment. "Thanks but 1000s of others..."

In regard to the numerous other SPECULATIVE posts you copied and pasted, they all run together and I can't really makes heads or tails of it. Don't know where one ends and another begins. However, the part after the bold below made sense.

She confirms that she got her 45 dollars back as a store credit.

The others may have used expired KC, that is treated as a dollar off and is not refunded.

Guest
reply icon Replying to comment of Guest-580184

All over slickdeals "kasty

L8: Grand Teacher

seems to be the kohlie expert and has answered this question over and over again at I will copy and paste for your review. at first she says that you will get your Kohls cash back in the form of a merchandise credit. but later retracts that information after a customer says that the merchandise credit isn't happening.

"put it this way: if your receipt doesn't have that blurb i posted earlier at the tail end, you aren't getting the KC value back."

////////////////////Quote from LoveTwoDeal :

I think I'm am going to cry. After reading the forum many times and asking questions to assure myself and after searching and searching of ways to use $45 kc I couldn't find anything I wanted so I bought an ugly $150 necklace. Planning a return in the future . So now what I am hearing ( a day too late) is I am screwed if I return necklace I will lose the $45? Wtf! I could have found something if I knew I wasn't getting MC if I returned. ***. I was keeping stuff from original purchase so as not to lose KC and I am going to lose it anyway? Help. Pm me if any ideas. TIA

I can't stress this enough.

Quote from the wiki: :

If you return items purchased with Kohl's Cash (applied on your purchase as KC redeemed), that KC amount will be placed on a store credit and the rest refunded as paid for.

If you use KC and it was redeemed during the valid dates, every printed B&M receipt has this message at the bottom:

FOR RETURNS OF MERCHANDISE PURCHASED WITH

KOHL'S CASH COUPONS, THE VALUE OF THE

KOHL'S CASH COUPON WILL BE RETURNED

AS A KOHL'S MERCHANDISE CREDIT.

SEE DETAILS PRINTED ON KOHL'S CASH.

end result: ugly necklace returned. $45 on KMC, $105ish credited to whatever form of payment you used on the remainder.

Quote from house kitten :

I agree with all the KC questions but I have not had such luck. One day I returned a pair of jeans bought with KC and I should have received KC in the amount of what was paid for the jeans ($31.00). I got $1.00 back and when I questioned the male CSR he said "well that is all you paid for it so all you will get back".

This last sale I got $60 in KC and bought curtains. They have arrived and I need a different type of rod so they are going back. They were $23 each and after KC & disc. they ended up being just over 3.00 each. I will be so angry is I do not get the entire value back.

if you only got a $1 back, then the KC wasn't processed as a coupon like so:

SUBTOTAL 297.14

KOHL'S CASH 1XXXXXXXXXXXX 15.00-

**REMAINING BALANCE 0.00

25% SPECIAL OFFER 70.54-

and was probably processed as a transactional discount. this is what they'll do if it's expired.

put it this way: if your receipt doesn't have that blurb i posted earlier at the tail end, you aren't getting the KC value back.

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