- 3 years ago
Hi all –
I just wanted to share with folks an experience that is a bit irritatiing – not the end of the world – but not respectable business in my view.
We have a registry on Kohls.com. A generous person bought us a gift and it shipped directly to us.
Unfortunately, it arrived and was defective.
No problem, right? Every retailer on earth -especially a mid size one like Kohls.com has exchange provisions right?
I mean the receipt states “for convenient returns and exchanges…”
and the website says “To return or exchange an item purchased online, bring the item and your packing slip to the Customer Service Desk of any Kohl’s store near you.”
and best yet, is the FAQ on Kohls.com states “If your order is damaged, we apologize for the inconvenience. Please call us toll-free at (855) 564-5705 to reorder new merchandise”
Didn’t work out quite like that.
Both the local store and the 800# told us there is zero way for them to replace the defective item. We were told there are only two options and there is no other way.
Option 1 – Contact the gift giver and have them return for refund and rebuy the item. We’re not doing this. How incredibly rude.
Option 2 – Return for merchandise credit and we can rebuy the item. Great but it was bought on sale and we can’t get the sale price so we have to pay additional to rebuy it.
It was a generous gift and we were excited about the product so it was not a case of returning for cash or for something else. It was received defective and we only wanted to exchange for the same working product.
We ended up returning for merchandise credit and rebuying the same item which cost us money. Not a lot of money, but still.
Had we known this, we would not have used Kohls.com for the registry. we have better things to do than quibble over a defect item but it really leaves a sour impression.
An option would have been to work through the manufacturer for repair/replacement and maybe we should have done that instead. It was an item under $100 and not electronics or anything though. Normally, you’d be able to exchange such an item at any other retailer.
One of the reasons we used Kohls.com registry is they are a local entity and we like to support local business. I’d not do it again.
We went to two local stores to resolve and were on the phone over 40 minutes with the 800# and asked for a supervisor. So, I feel we made more than reasonable effort.
I also sent them an email but have not received a response yet – in fairness the email was yesterday.
Additionally, I sent the product manufacturer. While they are not at fault for the exchange issue, the defective product and choice of retail outlets does form an opinion.
Now this certainly isn’t some major catastrophe and in the big picture the issue is really rather small. For me, its the principle of it and that the retailer certainly gives many indicates that exchanges are easy and convenient, but they say their “system has no way to possibly process an exchange”.
Just want to share the experience and you can form your own opinions.