Kohl's
Complaint/Observation - customer service

While shopping on "Black Friday" in your store in Lawrence, Ks I had a very unpleasant and rather surprising experience:

Shopping lines were wound around both sides of the aisles. I noticed a person checking out towels and several items at the jewelry counter. There was one associate checking her out - and there were four associates standing around talking and laughing as there was NO CUSTOMER selecting/looking at jewelry. I approached the counter & asked if someone could ck me out. I was asked if I had made a jewelry purchase and, because I had not, I would not be able to ck out there. I was informed that the other "towel" cking out person had bought a piece of jewelry.

Next, I was standing in one of the long lines when I heard a store associate tell the person behind me that she could go to the credit/customer service area in the rear of the store to ck out. I then asked if I could also do that. I was told, "no, you can't - she can go there because she is an employee". I was flabbergasted that an employee (who was shopping as a regular customer) - would be moved to the front of other customers. That would be akin to a bank teller who is having a day off - walking into the bank and going directly to the head of the line simply because he/she worked there. Unbelievable!!! I then asked that particular associate why the four jewelry associates who were at that time doing absolutely nothing, could not open one line to help ck people out. The response I got was, "it's store policy".

At that point in time, I simply returned the $90 GPS item back to the shelf and left the store. It left a bad taste in my mouth and it will be some time (if ever) before I will shop in that particular store again.

Thanks for listening - I hope your "store policy" improves.

Jeanette M. Davies
Lawrence, Ks

Company: Kohl's
Country: USA

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