Kohl's
Trying to get a refund - Teamson Magic Bookshelf

I ordered a bookshelf and step-stool on November 28th. The stool was delivered right away, but the bookshelf was not. I called customer service to ask if they had an estimate for when the bookshelf might be delivered. I was told that according to their records it was delivered, and that if I didn't have it they had no idea where it was. (The phone call took a solid 40 minutes). I was told that I need to buy a second bookshelf, and only then would they send me another and issue a refund which would take 14-30 business days. I bought the second bookshelf. Within two days both the first and second bookshelves were delivered. I called back and told them that they were wrong and bookshelf #1 was delivered. They e-mailed me a return label and UPS picked up the package, and delivered it back to Kohl's. I called today - December 29th - and was told that my refund would only begin to be processed when bookshelf #1 was received by Kohl's. This makes no sense as during my first call I was assured that the refund would be processed even though no one had any idea where bookshelf #1 was. When I asked what date they received the bookshelf I was told that no one in the department could tell, nor could they call anyone and find out. They told me that the investigation would have to be completed as well. I'm not sure what they would be investigating given that I paid for the item twice, and only have one in my house. I do, however, have the money for this sitting on my credit card accruing interest. Both people I spoke to today were rude, and I just can't believe these policies. My husband works in retail and is equally as appalled. Kohl's just lost me as a customer forever. Now I just want my refund!

One other note - the stool I ordered came with a broken part, and of course when I called Target I was told that the only option was to buy the item a SECOND time, return the first one, and then be issued a refund. Luckily I was able to email the manufacturer (Teamson) who were amazing, and overnighted me the part I needed at no cost to me so the gift could be given on time.

Company: Kohl's
Country: USA

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