I love to shop at Kohls for clothes for baby and toddler items as well as some other basic odds and ends. When our Chinese rice cooker died, Kohls had the best price on the replacement (okay, I only compared with Amazon, Macys, and two or three other sites), especially since I could get it at 30% as a Kohls charge card holder AND get $10 back for every $50 I spent. I am a regular Kohls customer for things like that.
This week my two kitchen wooden spoons arrived in a box big enough for a bed pillow, but they had it dropped shipped from their supplier so can't blame them for that, and my other items did not arrive. Box came with packing slip and some baby items that were not at all what I ordered. Not even close. Sigh. So I want to return the things that aren't mine and get the things that I ordered and paid for.
Living overseas presents challenges, and returns are one of them. With the time difference and the often crappy connection I have for phone calls, e-mail customer service would seem the way to go. I explained the situation. Questions were asked of me. I responded, but of course the same person didn't get that e-mail. Trying to go over things (guess they don't read the whole thread or the notes that they take) is like a game of telephone and the message doesn't get through.
I gave up and called as I had done on a previous occassion. Nicest customer service on the phone. Very polite, very helpful, and the problem was dealt with. Not only was it corrected, but it was corrected to my advantage as a courtesy for my inconvenience. Nice. They have kept me as a customer. I hope that as they look over my order history they can see that I am a reasonable person. I know that there are people that try to scam companies over things like toddler boy socks and bath tub ABC letters, but I am not one of those people.
Specific kudos go to the supervisor who just knew that 20189 is State Dept zip code and that they could not schedule a UPS pickup so I could return items. The wonderful woman who spoke with me on the phone honored the prices of my original purchase OR the current sale price, whichever was to my advantage. Now, how much money is Kohls out? In my mind, they aren't out any. They have kept a customer. For me, it wasn't about the money either, but about customer service. Thank you, phone customer service. Now to get your e-mail representatives with a more efficient, helpful way of doing things.
