I am writing to share a recent experience at the Bowie store, as well as to recognize a manager who…read morehandled the situation appropriately -- hence why it's two stars.
I am a newly returning Kohl's customer--it's been years. Within my first week of shopping at the Bowie store, I encountered two separate service concerns -- so here's my complaint and commendation at the same time:
First, I attempted to return an item that the system initially indicated was "not returnable," though no clear reason was provided. I was asked for additional information, which I provided. When the associate was unable to resolve the issue, the interaction became noticeably impatient and dismissive. There were visible signs of frustration, including non-verbal cues that conveyed irritation rather than a willingness to assist. At one point, the interaction shifted in a way that felt personally directed rather than solution-focused.
The associate was very frustrated (unbelievable to me), eye-rolling, expressions of exasperation, and standing with her hands on her hips. The tone and body language suggested that the internal system discrepancy was somehow my responsibility. That was inappropriate. If internal numbers do not match or a technical discrepancy exists, that is an operational matter to resolve--not a customer failure. Redirecting frustration toward the customer reflects a lapse in composure and the lack of regulating yourself.
Fortunately, the manager on duty, Deidra, intervened, hallelujah! She was calm, respectful, and solution-oriented. She did not display frustration, and she handled the matter with professionalism. Ultimately, the issue was resolved. I would like to formally acknowledge her leadership and demeanor. She demonstrated the level of service customers expect.
Second, I recently received an online order that arrived visibly damaged. Items were missing from the package. Thankfully, I photographed the condition upon arrival. I followed the Deidre's instructions to resolve the matter, and that issue was also addressed by the very helpful, respectful and professional service representative.
However, experiencing two service disruptions in my first week as a returning customer raises concern. As someone who leads an organization and manages diverse personalities daily, I understand that challenges arise in any business. What distinguishes a company is how its "people" respond under pressure.
Customers should not feel the emotional burden of internal system or procedural challenges. Courtesy, patience, respect and professionalism should be first--even when resolution requires additional effort.
I appreciate that both matters were ultimately resolved by the manager, Deidra; thank you for not displaying discontent with me for a matter that was out of my control.
Sincerely 3/3/26
