First time visiting the store on Bull Hill Ln, Orange. The parking lot was almost deserted and it's plainly obvious why.
I had a pickup order, and after retrieving it, I realized one item was missing. From the outset the tone, language, and bearing of the Customer Service staff was defensive, condescending and that of "not my problem".
Michelle, working alone at the Customer Service desk, cut me off, and spoke down to me as though to someone feeble minded, and confused. When I was finally able to show her that one item had not made it into my pick up order, she huffed and called for a manager. I daresay this problem was not within her purview, or she simply couldn't have been bothered. She made no attempt whatsoever to resolve the issue.
I waited for a few minutes and finally heard feet slopping and shuffling only to look back and be met with someone who did not greet me, nor did she identify herself. Instead I was asked "What's the problem?" Again, I was made to feel that this was an imposition, she was not here to help at all, but to dispatch me as quickly as possible.
I had to explain 3 times that one item in my order was missing. I SHOWED her the confirmation email and was explicit in stating that the order contained items that were to be shipped AND items that were to be picked up in-store.
This was not a complicated or difficult problem, however, when she said "oh it's being shipped", after I showed her, and told her for the 4th time which items were being shipped and which were for pickup, I knew I might as well have been trying to explain string theory to a possum.
She got a little handheld gadget that she used to look up the order number, that she asked me to tell her, despite the order being clearly displayed on the outside of the pickup bag in question, AND on the email I had in my hand. She only saw one item on this screen of hers, and said "Well, I only got this one, soooo..." So I AGAIN said that I was charged for, and have it confirmed that this item is ready for pickup but I didn't receive it, only to be told "I don't care what you have, I see what it is in here".
This is not customer-centric behavior, nor is it the behavior of a "manager". After stating for the umpteenth time that I was charged for but did not receive this item, she rolled her eyes, slammed the device on the counter, turned her back on me and said to her colleague, Michelle, who had 4 customers in her own line by this time "Just give her a refund", and off she shuffled.
Again. Not exactly the way to treat a customer who has now spent a half hour trying to get across the simplest question and needs a resolution. After waiting TEN MORE minutes, she came flopping around the corner and asked me if I knew how I paid for the order. What on EARTH sort of question is that?? Of course I know!
She then proceeded to tell me she couldn't find the SKU# of my item, so I had to call "kohls.com".
This was just about the last thing I needed to hear.
The easiest way to reach a resolution would have been to apologize for the mix-up, issue a store credit and I could've been on my way within minutes.
Clearly, the culture in this store is one in which no accountability is ever taken, customer service staff cannot think outside the tiny confines of the same tasks they perform the same way everyday and none of them have superior skills in problem resolution at all.
The "manager" initially refused to give me her name, (later she mumbled that it was Terry).
I have been a customer of Kohls for more than 30 years, and routinely pop into stores that I don't usually frequent. ALL have been wonderful, in merchandizing options, cleanliness, and customer service. However, employees at this location appear to be waiting out the clock and care very little about the overall impression they give. Retraining extensively would be in order. read more
