I'm extremely frustrated by how this situation was handled and the store's total lack of…read moreaccountability. I returned a pair of shoes gifted to me by my mom to exchange for a better size, and in return, I was issued a merchandise credit card. The next day, when I tried to use the card online, it failed. When I called the number on the receipt, I was informed that the card had never been activated.
The following day, I went to customer service with all of my receipts, expecting a quick fix for what was clearly the store's mistake. Instead, I spent nearly 4 hours (from 4:10 pm to 7:51 pm) dealing with a situation where I was wrongly blamed. What made the situation even more suspicious was that the card number on the merchandise credit card I received didn't even match the number on my receipt. That alone should have raised major red flags, but I was told that I had "probably dropped the card," which is absurd. I never let go of the card, and I had a witness with me who can confirm that.
Then, as if it couldn't get worse, I was informed that someone else had used my merchandise credit the very next day, along with multiple other Kohl's cash cards. The woman who used my card claimed she found it on the floor, which I know is impossible because I never dropped it. This entire situation reeks of a coordinated scam.
The speed with which this woman was able to use not just my merchandise credit, but several other Kohl's cash cards the very next day, strongly suggests some form of organized theft. No one wanted to question the suspicious amount of cards she used. No one wanted to question how I got an unactivated card assuming I gave it to someone which is insane. I sure did file a police report. The investigator tracked her down, and I got my money back!
Despite the overwhelming evidence--the mismatched card numbers, the quick use of multiple cards, and a witness on my side--management was dismissive, unaccountable, and entirely apathetic. Instead of investigating, they kept asking, "How would you get an unactivated card in the first place?" but refused to answer that same question when posed to them. This should have been a massive red flag for management, but they seemed more interested in deflecting responsibility than resolving the issue.
To make matters worse, this was money from my mom, who struggled financially, and had gifted me the shoes as an early Christmas present. Her money was essentially stolen, and Kohl's management treated the entire situation like it was no big deal.
This isn't just poor customer service--it's a violation of trust. I've never experienced anything like this before, and I strongly believe that the store needs to investigate this matter properly instead of trying to shift the blame onto their customers. This happened in 2022, and I felt the need to speak out in case it happens to anyone else! I will be sharing across platforms as well.
