1 /5 Brooke Williams: To be clear, this is a review of the Kohl’s online store and customer service, not any particular location. There is nowhere on Google to leave a review of the company in general.
I placed a nearly $70 order with Kohl’s online. The delivery company they used, OnTrac, dropped my package off at the wrong house. I was able to tell by the proof of delivery photo, which was clearly taken at a different address. OnTrac said they couldn’t do anything and suggested I contact Kohl’s directly.
I explained this to Kohl’s over their customer service chat. They were unhelpful and refused to take responsibility. They declined to give me a refund or replace the items and said my only option was to dispute the charge with my credit card company. They just kept telling me it was delivered. I said yes, it was delivered somewhere, but not to me. Why should I be responsible for merchandise I never received through no fault of my own?
I figured it would be a straight-forward case with Discover, but Kohl’s fought my claim and kept saying I received the package. Discover sided with Kohl’s, despite me providing Google Maps photos of my house, which looks nothing like the one in the delivery photo. After my dispute failed a second time, Discover suggested I reach out to Kohl’s again.
This time I called instead of using their instant messenger, and after 30+ minutes on the phone, they finally agreed to give me a refund. I have no idea why they didn’t just do that in the first place. They also didn’t offer anything to try to make it right, like a coupon or Kohl’s Cash.




