I thought i would place an order on kohl's.com. Easy enough. On 12/1. Made the mistake of dealing with someone who's grasp of the ENGLISH language was a 1 (1-10); I used 20% code; a $25 gift card and a $5 rewards (due to expire 12/4; whole reason i placed order on that day).
I have been dealing with the KEYSTONE COPS ever since then. Passed around from kohl's.com to kohl's rewards to credit services.
I have called on 3 if not 4 separate days; spent up to an hour plus on any given day just to see how long i could go before bursting a blood vessel or simply setting my charge card on fire.
Your call centers (and i am very comfortable with people of other cultures) are creating more of a disservice to you than promoting good commerce. Whoever is qualifying the ENGLISH SPEAKING capabilities of your hirees should be fired, or at the very least have to place their own orders and try to get their account squared away.
I'm afraid someone is simply filling seats in your off-shore call centers.
And on top of that, your customer service does not comprehend how and why and what your system is the way it is. Nor are they trained to listen before they jump in and assume they comprehend.
If someone is busy translating into their first language, they are not listening to the customer.
Quite frankly, I have no interest in ever buying on-line from Kohl's again. It's a nightmare to order and it's a nightmare to get rectified.
Unfortunately it leaves a real bad taste in my mouth about Kohl's period.in the past I have extolled the virtue of shopping Kohl's to my friends, but it's a new conversation.
Your Rewards program should be a direct link to Kohl charge cards so as not to inconvenience your existing customers.
The program should be named something else for customers without a charge; requiring the use of an" I DON"T HAVE A KOHL'S CHARGE YET REWARDS CARD'
Your site should be more specific with information about the complaint, credit, update service info. Not just one phone # where you get jacked around from one call to the next with different people in the same dept giving you different answers.
All i wanted to do was buy from your company.
I would appreciate a response (stateside rep).
12/30
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