The Kohl's Saga Continues

Not one of the nice people at Kohl's really wants to deal with my concern....er, complaint. I've been kicked all the way up the ladder to the Executive Office. This response was received:

"Response From Kohl's // Patricia Thomas

Discussion Thread

Response Via Email (Bethany W.)

10/08/2012 04:40 PM

Dear Ms. Thomas, Your e-mail was forwarded to my attention in the Executive Office of Kohl's for follow up and resolution. As it is my intent to provide our customers with quality service, I appreciate the opportunity to review your concerns. Kohl’s offers promotional events designed to provide our customers with exceptional value, and we pride ourselves on the incredible savings we offer. Decisions with respect to the establishment of prices for Kohl’s merchandise are made by Kohl’s merchandise buyers from corporate headquarters in Wisconsin. Prices are established on a chain-wide basis. Each Kohl’s buyer is responsible for a very narrow range of merchandise, which allows them to be experts in their product categories. When determining pricing, including any necessary price changes, the buyers consider a number of factors, including the regular prices of Kohl’s competitors for similar merchandise as well as Kohl’s costs for the goods being sold. As is common in the retail industry, from time-to-time, product prices are increased due to production, cotton and other raw material cost increases. When these types of price increases are implemented, it is not possible for our point of sale systems to reflect both the old and the new price. As such, our stores are instructed to re-ticket all items currently in our inventory to match the prices on the tags for all incoming merchandise. New receipts are correctly priced in accordance with our instructions to our vendor, so no re-ticketing of that merchandise is necessary. Changes to Kohl’s "off-sale" prices are infrequently made. While the percentage discount may vary from sale event to sale event, Kohl’s does not raise “Regular” or “Original” prices on a short term basis just for purposes of offering deeper discounts during a future sales event. After receiving your inquiry, I contacted our buying personnel to investigate the pricing of the Rosetti Belinda Belted Braided Tote. They advised that the Tote did go through a price change earlier this year. It is obvious that this particular item's ticket was not correctly reticketed in this price change. Kohl's regrets your frustration and disappointment that resulted from our processing of this item. Pricing accuracy is very important to us, and every effort is made to ensure that all merchandise that is put on the floor and shipped to our customers is correctly labeled. Please also be assured that based on our competitors' pricing for similar products, we are confident that our pricing remains appropriate and consistent with others' pricing. Ms. Thomas, you are a valued customer, and we appreciate you reaching-out to us and raising this issue. We are happy to inform you that you actually received a better discount at the store when they deducted $10.00 versus taking 40% off of the $69.00 price. We hope that you are enjoying your Tote, but in accordance with Kohl's standard practices, and our desire to keep our loyal customers completely satisfied with their shopping experiences, I would be more than happy to facilitate a return and refund if you are not completely satisfied with any of your purchases. Please contact me at 1-262-704-9557 with any further concerns. Sincerely, Bethany Williams Executive Correspondence Advisor"

After several days of pondering what, if any, response I might send along, I returned the email to your right. This should be the last I hear from Kohl's...until they tell me my charge card is no longer welcome there.

Your email is one of the more excellent examples of corporate double-speak that I have ever read.   The purse in question was made and ticketed for Kohl's. To suggest that you have buyers who are experts in their field and know what items should cost doesn't ring true. If that were true, they would simply call China and have them correctly price the merchandise in the first place. That would save Kohl's money by not having to remove tags and re-tag at a higher price...and then give a discount.   Last week I shopped at Kohl's for a pair of jeans because jeans were on sale. Again, the perforated price tags were removed and price stickers affixed. I just smiled.   Mostly I object to your thinking that you have pulled the wool over my eyes and that I am ignorant enough not to notice. I am not. And I do.   Patricia Thomas   My friends laugh at this kind of corporate shenanigan, but they are more alert now also.