Kohls
Customer Service

I purchased a NuWave Oven through Kohls.com on March 20. I received an email stating that the order had been shipped on March 22. However, when I went to track the order it said that the order never made it to UPS. I gave it a week, thinking maybe there was a glitch. When, after a week, I got the same result on the UPS website, I e-mailed Kohls customer service to see what the problem might be. I explained that I had a tracking number, but that UPS did not have the package. The response was that my order had been shipped on March 22, and if I would like to track the shipment I could follow the link (with the same tracking number I already had). This means that the customer service agent couldn't be bothered to read my three sentence e-mail.

I gave it one more week, thinking that maybe there really was a glitch. When I still didn't receive my package, I called customer service. Once on the phone, I was informed that the package never left the warehouse, and I could get a refund. I did not want a refund I wanted the product, so I asked if that was an option. I was informed that would not be a problem and they would send me an e-mail when the product was shipped. One week later, and still no e-mail, I called again. This time I was informed that yes, I can get the product but they put a search out for that ONE specific Nuwave, and it would take 2-5 weeks to figure out what happened to it before they can send it out. Are you serious?! I asked why they couldn't just send another one out, and he was happy to do it... And charge me again. But don't worry he let me know how much of a favor he was doing me by giving me the same discount I got before. At this point I asked to speak to a supervisor, and was told no. "I can do whatever you want a supervisor to do." And yet, he wasn't doing anything! I finally asked for my money back, to which he replied "no problem, it will take 15-30 days..." I have yet to see any of my money. It has been four weeks.

So essentially, no one did anything to try to solve the problem, tried to make me feel like they were doing me a favor by not doing anything, and I have no product and no money. I will NEVER shop with this store again. And I have made sure everyone I know is aware of the situation. It is amazing that a company that sells its customer service and painless return policy really doesn't have either of those things.

Company: Kohls
Country: USA

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