My fiasco with Kohl's online order

[CathyA]

I'm going crazy here, and it ain't over yet. For the first time, I ordered 3 things online from Kohls......that they don't have in their stores. It was supposed to arrive today, which it did. Opened the box and there were 5 items that weren't what I ordered. I looked at the packing list, and it was meant for someone else in another state.

I called the number I was supposed to call.........after about 20 minutes of her trying to locate MY order, we were accidentally disconnected. I called back and asked for the same lady.....but that was a stupid thing to do, since you can never get back to the same person, because they are in different countries. So I started all over. I got a very sweet woman who seemed to know what she was doing, but I could barely understand her accent. After another 25 minutes on the phone with her, I think I understand what to do...........I will get an email notice when UPS will pick up the wrong box......I think. They will let me know where the heck MY stuff is and maybe send it again.........I think...........and I'm not supposed to tape up this wrong box???...........I think.
So.........after at least 45 minutes on the phone, we'll see what still has to happen before I get my stuff. In the mean time, I won't be able to use 2 coupons I had to buy another pair of shoes, if these ones I ordered fit right, because the coupons expire in a couple days.

Good thing this happened, cause I haven't had to talk to various insurance companies that have screwed up for awhile and I was getting bored...............
How does the economic world even turn when people can't match the packing slip name and address with the one on the box???

Oh well.......on to the next frustration.

[Chicken lady]

It happens when companies rate minimum wage employees based on the number of packages they ship per day/number of days to get packages shipped. at the 11th hour you just slap the closest label on the closest box, meet your goal and go home.

Also I know someone who works at a call center. If a call takes too long to resolve - no matter if it HAS to take that long, they get docked. So a lot of people get "accidentally" disconnected. because once you're disconnected you can't take that "short satisfaction survey" at the end of the call you weren't going to take anyway. If you're angry, you can take it at the end of the next call, but then it just reflects badly on the person who actually solved your problem.

do they have free returns? you could order the shoes with the coupons and send them back if you don't need them.

[CathyA]

I told the last lady I talked to that I knew it wasn't her fault even though I was frustrated. Those poor people probably get yelled at alot during the day. Even though she had a very thick accent, she seemed to resolve the issue. Time will tell. I think returns are free, and I could take them to a Kohl's store.....which is a good thing.
That's really sad that they would get docked, if resolving an issue just takes awhile.
I just pictured a conveyor belt and one box got off from the going to the right person, which would mean they would all get off........you know.......like if someone at a fast food drive-through bailes for some reason, all the ones after that are off.
I hope not! What a mess that would be.

[Chicken lady]

oh my! I'm envisioning Bugs Bunny running the conveyor belt...

[Yarrow]

CathyA, I often order from Kohls online as I'm in a wheelchair and it is a hassle to try and get out and shop. I've had very few problems with orders, but the ones I have needed to return were easily taken care of by customer service dept. at the store itself. My sister is always willing to take back my returns for me as I share my Kohls bucks coupons with her.... Anyway, I think you could have taken that incorrect order to the store to be taken care of and they would have tracked down your order for you too, much easier than trying to get things done on the phone, of course it would cost you some gas money.

[CathyA]

Thanks Yarrow. I should have gone that route to start with, but was thinking that I had to call the online people. I'm going to take it to a store tomorrow. I'm sure they will do a better job of resolving it, and I'll avoid hours of phone frustration!
Thanks for your suggestion!

[Float On]

I ran into Khols on the 5th, after reading your post (looking for something new for graduation next week - didn't find it yet). Anyway, while there I noticed 2 people coming in to return on-line orders in the short time I was in there. I wondered if there was any connection to your wrong order.

[CathyA]

haha.........I too wondered if there would be a big surge in wrong orders. The order in the box I got was filled in Ohio. The person who was supposed to get the order lives in Ohio......but it came to Indiana instead.
I wonder when I go into Kohls tomorrow, if they'll say since I started the process online, I'll have to stick with it? I hope not. The customer service at the Kohl's I go to is very good and user-friendly.

[pinkytoe]

I order literally scores of things online for work and occasionally for personal use. The only two mixups came from Wintersilks (sent me someone's long underwear plus my order) and amazon (sent two of the same book). I am reminded of Aladdin's Lamp when ordering - how crazy that we can wish for an item, order and have it appear. It's really pretty amazing that it works most of the time as well as it does.

[CathyA]

I actually did have a couple small problems from Amazon. One was a beautiful picture book on bird's nests I bought for a friend, and it had greasy fingerprints all over the front. They easily exchanged it for me. The other one was a big poly stocktank that supposedly made it all the way to a nearby town, and they must have broken it, 'cause it never came. Amazon quickly sent another one.
You're right pinkytoe.......it is like magic! I can remember when ordering anything through the mail would take weeks, if not months. I'm afraid I get too excited when something is coming.............which causes me to tend to keep ordering..........

[CathyA]

oh man. I'm sooooooooo fed up with this. This morning, since I hadn't heard from Kohl's online, since they had sent me an email 2 days ago asking me if I wanted UPS to pick up, or if I was taking it to a Kohl's store myself. I told them I would take it to Kohls myself. I called them again this morning to attempt to straighten it all out again. Fortunately, I got someone I could understand and knew what she was doing. She replaced my order and took care of it.

Then I took the wrong merchandise to a local Kohls store (23 miles away). The lady there said what the online people told me didn't make sense, but that she would handle the return.

So.......I felt like this was behind me. Then........this afternoon, a UPS truck pulls up. He put a note on the door saying he was there to pick up the Kohl's package which wasn't there and would try 2 more times. I called UPS and could only get recordings. I got online to "chat" with UPS person, and told them they didn't need to come anymore, since I returned the package to a Kohls store. They said I needed to call Kohls online and tell them, since their contract said to try 3 times to pick up packages.
I told them "Thanks, but no thanks." I'm leaving a nice note on the door for the UPS guy the 2nd time he comes. He may have to come a third time and just do a drive by, to fulfill the contract.
AAACCCCHHHHH!.