I was picking up a vacuum from Kohl’s that I had used in-store pickup this past weekend. This specific vacuum is rarely stocked in stores, and so I was at first pleasantly surprised that I had an in-store pickup option.
I went to customer service, and the CSR was new and wasn’t sure how to do an in-store pickup. The CSR next to her showed her how, which involved speaking into a headset for someone to go retrieve the item. It wasn’t as efficient as say Best Buy or Home Depot where they place the items already in the back of the counter (maybe your store is different.) Anyhow, when the person brought the item to the desk, I noticed a ripped open UPS pouch on the box. Instantly, I had a bad feeling about this. I knew I was going to have to return the vacuum. Anyway, I still went through the motion of the pickup.
I started to walk away from the CSR desk, but I wanted to look at the vacuum one last time. Sure enough, I see a UPS label to a customer with their name and address on the side of the box. I immediately turned around and returned the item. I asked if there was another one in stock that they could swap me out, but sure enough, it was the only one in stock. The senior CSR didn’t try to explain why they are selling me a customer return, but I didn’t probe further. I just got my money back from the item.
Is this a new change?
My coworker who is also a frequent Kohl’s shopper has told me that some of the items he has received in the mail lately have had the boxes opened. I think it’s due to Omnichannel because stores are now shipping out orders, and if stores are re-selling customer returns, then of course you’re going to get a customer return in the mail. Look, I’m all for Kohl’s trying to increase profitability, but if you’re going to re-sell a customer’s return, you had better mark it down like Best Buy and Fry’s. This also explains why we are seeing so many poorly packaged products in the mail from Kohl’s now.
So what do we do? I’m slowly weening myself off of Kohl’s these days. I have to return half of my orders due to shipment damage or the item was used. Some items no longer qualify for coupons. They’ve added shipping surcharges to certain items. They don’t stock certain items at all anymore.
I’m sure you guys have gotten the damaged boxes lately, but have you gotten a used customer return in the mail?