I shop at Kohls fairly often, because they have a wide selection of products and let's face it, there's not a lot of decent store in Humboldt. I typically have had good experiences and good customer service. Well, tonight unfortunately that was not the case.
I was in around 820pm. I found a pair of jeans to buy, and walked up to the counter. Sat them down and smiled at the cashier. In return I got a glare. The cashier (her name was LeeLee according to the survey) took her time finishing folding a stack of clothes before ringing me up, which wasn't a big deal. When she scanned my jeans it was awkwardly dead silent. I gave her plenty of time to greet me. Smile, say hello, ask how I'm doing, anything. Still silence and the cashier was obviously in a poor mood. Finally I said, "I'm doing good, thanks for asking." That clearly upset her, because she barked the total at me. I said "well, I have a phone number you can put it first" she scoffed and rudely said, "what is it?!" So I stopped and just stared at her. I was having a hard time understanding why this whole interaction was so poor. She impatiently said again, "YOUR NUMBER?!" So I finally said calmly, "I'm not really sure what your problem is." She said, "well I didn't have a problem until you said you were doing good." I replied, "well I wouldn't have had to, if you would have greeted me or even acknowledged me." She said, "well I didn't, so." And proceeded to be argumentative and rude. I finally asked her to call up her manager. He came up promptly (his name was Dennis) and was very apologetic, and receptive. He sent the cashier on her break and finished the transaction as I explained the scenario. He also gave me kohls cash to try to compensate, which was kind, but my problem was how awful her attitude was. I understand it sucks to work evenings, but the down right nasty attitude from cashier LeeLee, was completely unacceptable. If I received that awful service being completely pleasant, I can only imagine how many people she has given poor service to. As a store manager of a local grocery store, I was appalled that I was treated so poorly, and would have been so disappointed had that been my employee. Experiences like that are what makes you lose customers, and I have to say I don't think I'll be going back any time soon. I hope this reaches the management team, and that this cashier receives some customer service training, or I suspect you will run into more incidents like this, with customers who don't stay as calm and collected as I did.
I do want to clarify that Dennis, the supervisor, was highly professional and gave great customer service. It is challenging to deal with these situations, and he did so with tact. read more