Kohls Complaint on Jeff & Mindy's Site

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Kohls Complaint

posted on Monday, November 20, 2006 at 11:25 pm

I have written a letter to Kohls corporate complaining of a recent shopping experience.

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I have bypassed the mall on many occasions opting to shop at Kohl's because it was quick, easy and I could find what I needed at the right price.

Last Wednesday, November 15, I walked into your store with my 13 month old in my arms. I did not take the stroller out of the car because it takes time to set it up and it was cold and it was starting to rain. I used the shopping cart with the seat for my child, which is supposed to be for my convenience. I needed to look for some jeans and did not know what size I was or what type would fit me best. I found a couple pairs to try on. I was on my way into the dressing room with my child in the shopping cart. I was stopped by an employee who informed me that I could not take the shopping cart into the dressing room. The dressing rooms doors are very high off the ground, so taking my child in with me was not an option. I didn't need to crawl around dressing rooms after her. Walking back to my car with my child in the pouring down rain to get my stroller was not an option. So what is a mother to do in your store? I let the employee know that I understood and that she was welcome to check my cart and my bags before and afterwards if it was a concern, but that I had no other way of trying the clothes on. She informed me that it was store policy and that if she let me do it, then she'd have to let everyone else do it as well. I then told her I would have to leave the store, because I had no other option.
Finding the time to shop with only one of my children is a rare window, so I desperately asked her if I could leave the cart in the entrance and go three feet away to the wheelchair accessible room. I explained that my daughter could see my feet as I would talk to her, and I would be quick and try on two pairs of jeans. The employee rolled her eyes and said to me, "Well, I'm not supposed to, but-okay." It made me feel terrible that I was inconveniencing her in any way or asking her to do something that would make her get in big trouble.
Frustration number 1

I was quick, and one of the jeans worked. What I should have done is noted what pair of Levi jeans that I liked best and left the store, not giving Kohls the power of my purchase. But, like I said before, I rarely get the opportunity as this to find something I need.

I was then ready to check out. Two ladies in front of me didn't seem like such an incredibly long line. The lady directly ahead of me decided to open a credit card account on her turn. I was turned around playing with my 13 month old so she would be able to wait patiently with me and not cause a scene. Fifteen minutes later, and I am very accurate in this timing- I am still in line. Not knowing when the sales clerk and the customer would be done, thinking it would be any minute, I stayed in my line. Another cashier opened an additional line. Instead of seeing my situation and coming to my aid, neither the new clerk, nor the one I was in line for, mentioned anything so I could get in her line. The "new line" clerk called to some other gentleman walking around that there was another line open.
After an additional five minutes, my daughter (and I) could not take it any longer. I switched lines and waiting in another line.
I am frustrated because I feel that in that particular situation, when the store front is filled with waiting customers to check out, that opening a credit card should be done in customer service, OR the sales clerk where I was waiting in line-should have mentioned to me that an account was being opened, it would take a few minutes, and I might want to find another line, OR even had the decency to comment to the clerk opening the register right beside her that I had been waiting for over ten minutes!
Frustration number two

Near your registers in the front of the store you have a display and boast about how Kohl's cares about kids. I didn't see any indication of this when I had my child with me.

If I ever shop at this store again, I sure hope that you have addressed some of these issues of customer service.

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