I placed an order on line. When I received it, an item was damaged. I wanted to get the item replaced so I called customer service. I was connected with someone who obviously did not speak English as his first language. Although he was very polite, I could not understand him and it was clear that he had no idea what he was doing. He asked me several times for the same info, couldn't access my account info, had to put me on hold several times. After 40 minutes of this, I finally said I would call back later to speak to someone else, which I did. That person was very helpful and resolved my issue, I thought, in less than 5 minutes. Fastforward to this morning when I get an e-mail that my order (the second one) has been CANCELLED. I had no explaination why. I called Kohls again, only to get someone else who did not speak English well. I still have no idea why my order was cancelled. I guess I'll have to dig deeper to find out. If you're going to hire someone to do customer service work, it would be so helpful to be able to speak to someone you can understand and who can understand you. I wasted almost an hour of my time and now I have nothing to show for it. Very frustrating. Don't think I will be shopping online at Kohls again!
0 comments