Why I am never shopping at Khols again. After spend a considerable sum at Khols I went online to use the Khols cash. Two of the shirts I purchased were too small so I went to exchange them at my local Khols with a baby and two year old in tow and here is where the story begins. I go to the the customer service counter and tell the Employee 1 that I would like to exchange them for the same shirts in a different size. She pushes the bag back across the counter to me and says that if I can find the shirts in the store that the gal at the register can do the exchange. So know I wander the store looking for the shirts, I find them and the 2 for $20 deal is still going on but they only have one of the shirts I need in stock. I go back to Employee 1 and ask if I can exchange one shirt in the store and can they order the other. She says that she can exchange the shirt they have but that I will have to place the order at their kiosk. I ask how that is going to work because the shirts are 2 for $20 or $20 a piece. Employee 1 then offers me a 15% discount to use at the kiosk. (For those who need help with the math I would have $10 for returning 1 shirt and $3 from the 15% to rebuy a $20 item that would cost nothing if they had it in store for me to complete the exchange) So I tell Employee 1 that I will return both shirts and rebuy both at the kiosk to maintain my 2 for $20 discount. I am now waiting in line behind two other people at the kiosk. We stand there for a good 10 minutes because of technical issues the woman at the front of the line is having. Assistant Manager 1 now instructs Employee 1 to call the website for woman having trouble and complete the order for her. Employee 1 the objects and is this time told step by step what to do by Assistant Manager 1. She then comes over and cant figure out how to clear out the customers information from the kiosk. Eventually Employee 1 takes the customer away to place her order for her and the next customer does what she needs to do in short order and its my turn. I find what I need get it in the cart and as I go to pay I notice that my returned credit was for $20 and the cart balance was $21.99. I asked Assistant Manager 1 about this and she explained that because I used Khols cash the system sees it as a coupon and the only way to get a even exchange would be to order the items I need, return the items when they came in and then exchange the item I have for the ones I have just returned. I thank her for her time and decided $1.99 isnt worth the hassle. After completing the order I printed a receipt and noticed the $20 gift card didnt show up. I grab Employee 2 and ask her if this means the gift card had not been applied. Employee 2 stated that the gift card had not been used. I ask how I can cancel the order and repay with the gift card. Employee 2 tells me I can call using the phone in the corner and Employee 3 chimes in that they can reorder it for me too. Once at the phone I realize there is no phone number on the bottom of my order to call and cancel, and there is no number posted at the phone to call for customer service. So I return to Employee 3 who says all I have to do is pick up and there will be an automated menu and that she thinks its option 3. I picked up the phone none of the options seem to apply so I try 3. Option 3 says you can dial your partys extension at any time or push 0 for the operator and when I pushed 0 it repeated that I could dial my partys extension at any time or push 0 for the operator. I hang up try a different option eventually find an operator who transfers me to the right department. Im on the phone and explain what happened to Employee 4. At this point my baby starts to cry. I give him my order number and he says he needs to confirm my name and address before he can cancel the order. Done. He then goes to replace the order so I can use the gift card. Employee 4 then asks if Ive ever placed an order on Khols before because Im not in the system. Yes, Employee 4 just canceled one and the exchange that started this whole mess was originally purchased online. Employee 4 takes a minute to look again finds me and is ready to replace my order with five things in my basket. I tell him that Im trying to get two T-shirts in the right size. Employee 4 then asks for the sku numbers and I provide them. He then asks for the gift card number and tells me my balance in $8.99 (It only dawns on me as Im typing that he never asked for the size for the shirts.) I am now too frustrated to figure out what went wrong, my baby is still screaming, strangers are asking to hold him (2 ladies who were probably very well meaning but no) and Employee 4 is refusing to speak up because he works at a call center. I tell Employee 4 to cancel everything and hang up the phone. I go back to the spot in the store where the shirts are grab the one they have that I want and another one that I dont want but that is in the right size, and take them to the register. While standing in line Assistant Manager 2 ask me how my day is and that he hopes its not their fault that my day is not going so well. All said and told I paid $1.70 and more than 2 and a half hours for what should have been a five minute even exchange. This is why I will never shop at Khols again.
Posted on: Sun, 02 Nov 2014 21:06:48 +0000
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