Monday, February 25, 2013

Returns Involving Kohls Cash

Dun dun duuuuun!

The 3rd and final part to the Kohls Cash trilogy. Whew. Alright, I will try to explain this in writing like I have to my customers in person. Just bare with me, there are several scenarios to consider.

Returning! My forte.

Returns involving Kohls Cash that has NOT been redeemed or spent yet:

If you return merchandise during the EARNING period that would result in you going below a $50 spending point, your Kohls Cash will simply just be deducted or voided, depending on how much was spent. There is no option to keep it.

Once the redemption period has started, this is what could happen if you return merchandise from the receipt you EARNED it on. 

Say you spent $70 worth of merchandise. No tax. You return items that equal, let's say $28. 70 - 28 = 42. After the return you have only spent $42. And you earned $10 Kohls Cash. This type of return gives you a choice. You have UNEARNED the Kohls Cash. You can either get the full $28 refunded back to you and forfeit the coupon, or you can keep the $10 coupon, and take a $10 reduction on your refund. Meaning you would only get $18 credited to whatever account/tender you used. So either way, that $10 will be taken back, because it was UNEARNED. It just depends on what you want. Personally, I would suggest getting your full refund, and losing the Kohls Cash.

If you spent $100, no tax(meaning you earned $20 in Kohls Cash), and returned $30 worth, it will only deduct $10 from the coupon, leaving you with $10 available, because you still spent over $50.

Finally, there is NO option to take store credit in order to keep the Kohls cash. This policy went into effect May of 2012. We had too many scammers abusing the system by buying merchandise to earn Kohls Cash, and return it all and keeping the Kohls Cash and their refund as store credit. Basically, they were getting free store credit and costing the company a lot of money. And they ruined that luxury for everyone else who was honest.

Returns involving Kohls Cash that has been redeemed:

If you return merchandise that was used to EARN Kohls Cash, and you spent the Kohls Cash already, the return may result in a deduction on your refund, depending on whether or not you went below a $50 spending point. Let's say you do. Say you spent your $10 Kohls Cash earned from that $70 receipt and did a $28 return. Since you UNEARNED your Kohls Cash and spent the coupon, Kohls has to deduct the $10 from your refund since they can't take the coupon back. That $10 was put towards another purchase. So you will only get $18 back from this receipt.

EXCHANGES! They can be your friend or a headache. If you do not want to lose your Kohls Cash or do not really want to accept a deduction, you can always exchange. But it has to be EVEN! One item for one item, NOT multiple items for one item. It must be the exact same original ticket price, NOT sale price. I would avoid clearance if you can, since once an item goes clearance, that is its original ticket price. Example: You bought a shirt that was originally ticketed $36.00. You must find one item that is also ticketed originally at $36.00. A penny above or below that price will not count as an even exchange. The computers won't accept it and there is no way to override that. So be careful.

Returns involving Kohls Cash spent on the receipt being used for the return:

This is a return in which you used your Kohls Cash on this purchase. Say you spent $30 and the whole thing was paid with Kohls Cash. Do you get nothing? No! You get that $30 back as a store credit! Tada! Whenever you return merchandise that involves the use of Kohls Cash in the initial purchase, you will receive your Kohls Cash back as a store credit/in-store gift card. If you spent your Kohls Cash and still paid for the rest with a credit card, the computer will determine how your refund will come back to you.
1. Say you put $10 on a credit card and used $20 Kohls Cash to pay for the whole thing. Now you returned everything. $20 will be store credit, $10 goes straight back to your credit card.
2. Say you spent $60. $40 on your card (as cash, etc) and $20 Kohls Cash. You return $30. The computer determines how you will get it back. It could be $20 store credit and $10 back on your card, or the whole $30 may go back to your card (or whatever tender you used besides the Kohls Cash). I can't guarantee the outcome, but you will get your full refund back.

Sorry for all the math, but that is how it goes. I really hope this trilogy on Kohls Cash helps you all and makes your shopping experience easier and better.

Any further questions or concerns regarding RETURNS INVOLVING KOHLS CASH, please comment. I'll answer to the best of my abilities. 

Tell me which topic I should cover next!
Returns in general (policy, receipted, non-receipted, lookup)
Defective Merchandise
Exchanges (more depth, maybe some stories)
% off coupons
Adjustments in general
Other

11 comments:

  1. Wow, thanks so much! I've been trying to figure this out since they changed the policy last year.

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  2. Thanks Rachel for explaining the Kohl's cash policy in detail. However, I disagree with couple of your points here:
    1. Those customers that were returning the products for store credit and keeping the kohls cash weren't necessarily scammers. Kohls wasn't losing any money on them, because by accepting the store credit they committed to purchase at Kohls. E.g. if they bought $55 and earned $10 Kohl's cash and later returned the products to get the $55 store credit, the only way they could use the $55 is buying something else at Kohls. They would still have to make their credit card payment for $55. It's not a free store credit.

    2. If you say that Kohl's cash is just a coupon and not real cash, then why does Kohl's care so much about it and tries to prevent every possible way of misuse? Isn't it "just a coupon" and no one losing real money? Reality is that it's important to both Kohls as well as the customers. When Kohls advertises it so much to lure customers, the customers also factor it into their buying decisions. Obviously they are going to be afraid of losing the value of their original purchase.

    In my opinion, Kohls cash is a pain and it constantly plays on my mind while purchasing anything, exchanging or returning anything. Wish that gimmick stops and I return to Kohls to buy the stuff for what it is worth.

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    Replies
    1. Recently Kohls has been sending $10 or $5 off coupons for in store purchases. Those are real coupons and I wouldn't mind losing those because I didn't purchase anything to "Earn" it. It's just a marketing campaign. Kohls cash on the other hand is "Earned" (that's how Kohls advertises), so obviously the customers feel the pinch, if they lose it.

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  3. Here's another monkey wrench in things for you Rachel. I hope you can answer this as both my husband and myself were on the phone with customer service last night for 45 mins. and this was after visiting the customer service counter at the store !

    Okay, here's the deal: Placed an order online 11-12-13. It generated $50 in Kohl's cash that was redeemable 11/17 thru 11/27. I NEVER USED THE KOHL'S CASH! I'm not shouting, just getting the point across. Fast forward to last night 12/2/13. I returned $100.10 of my order. At the bottom of the receipt it states "Redeemed Kohl's Cash-Unearned" $20.00. Therefore, it deducted $20 from my refund and left me with $80.10 to refund my Kohls credit card. You stated earlier about unearned cash and how you have the option of keeping the balance of the coupon and take the hit on the refund. I get that but that is only when you are returning items during the redeemable dates....right? I was making a return 5 days after the expiration date of the Kohl's cash. I never used any Kohl's cash and it had expired anyway. Then, why oh why did they take $20 of my money off my refund? I returned $100.10 worth of items, I have that balance on my card but I only have $80.10 to pay my credit card? What? No one at customer service (trust me....I was bounced around to 3 different people) can answer me as to why I was basically punished for NOT using the Kohl's cash.

    Bottom line, I never, ever used the Kohl's cash for the very reasons stated in your blog. It gets complicated. Now, even though I stay away from this offer....I was left having to pay $20 for items I don't have! Can you help me in explaining what happened? Or what I need to say to customer service to make them understand? Accckkk!!! Thank you!!

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    Replies
    1. Jaclyn, I just had the SAME EXACT THING happen to me! I never use Kohl's cash for the same reasons. It gets too complicated when you return things. I did not allow them to deduct the amount of the Kohl's cash from my refund though. I was in the store for almost 2 hours one day and 1 hour the next day fighting with them over this. The only thing they could tell me was that they could not see anywhere where I had used the Kohl's cash and they didn't know what happened. I also called the corporate office and told them the whole story. I have not heard anything back. I would suggest you call them too. Don't call the number on the web site, google Kohl's corporate and call the number you find there. I don't think I will be shopping at Kohls anymore after this experience.

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    2. Jaclyn - one more thing. Do you still have the email with the Kohl's cash you earned but didn't use? I would suggest you print it out and either call customer service or take it to the store and have them look it up and tell you when you used that Kohl's cash. They will not be able to. Fight them for your money back. Don't let them get away with this!

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  4. ok I bought a diamond set in 556.20 dollars with 8% tax $44.50 I have paid $600.70 to Kohl's from my credit card. in those days KC was 15 dollars per $ spend. So I got 165 kohl's cash in reward after spending 600.70. Keep in mind that was incentive to spend for next purchase, not the discount on my purchase which I have earned KC.. Now I return my set and instead of getting 165 dollars fro kohl's cash they ask me to give them 178.20 dollars. And they just deduct from my refund. So instead of $435.70 they refund me only $422.50. I was not able to calculate later at home I have done some math and call online customer service and explain to them they refund me less amount I was just surprise when the person have said did you sign the return receipt? I said yes. She said so that means you were agree with that amount now you can not ask for more and you know what you did not pay 556 you just pay 391 which we give you back. I was like oh am I talking to a bot or real person who is not understanding that I pay the taxes she kept saying you use your kohl's cash and that made your price down to 391 and you tax was les not 44.50. Now I go back to that store I return that item manager over there was able to understand as I have show her all the figures and have done maths with her but she apologize now she can not return my 13.20 dollars I have to call online customer service and explain them they will send you the check. I am surprised Kohl's Managers don't have authority to just adjust an amount of 13.20 dollars I have to wait for corporate check they will send me the check. No responsibility was taken in store or online. When we are returning the item we earn kohl's cash and KC was given after I pay my taxes so in return kohl's cash MUST stay at bottom after taxes. Because there was no discount involved. You gave me discount for next purchase tax deduction will come there not here. Now for 165 dollar kohls cash I pay 8% tax which was 13.20 and have to give kohl's 178.20 what you would say about it?

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  5. Hello, today I went to kohls customer service to do an EVEN EXCHANGE: a wallet (reg price 44.00) for a ck fragance 50ml (reg price 44.00) I didnt took with me the receip because i was earned some kohls cash and I was a little afraid about the deduction theme so I go to do simply a even exchange thing, The lady told me do you have you receipt? I say no, and she scan the item and NOW ITS ON CLEARANCE! i was WHAT! and she told me: Without a receipt and since its now on clearance you have 3 options: 1 keep it 2.- Do an even exchange but now with a price of $17.60 3-. Return it and they will give me $19.05 merchandise credit... And she told me IF I HAVE THE RECEIPT THEY WILL HONOR ME THE 44.00 PRICE... I Want to know this is true or the lady just lie to me because all the line behind me?

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  6. Hello, today I went to kohls customer service to do an EVEN EXCHANGE: a wallet (reg price 44.00) for a ck fragance 50ml (reg price 44.00) I didnt took with me the receip because i was earned some kohls cash and I was a little afraid about the deduction theme so I go to do simply a even exchange thing, The lady told me do you have you receipt? I say no, and she scan the item and NOW ITS ON CLEARANCE! i was WHAT! and she told me: Without a receipt and since its now on clearance you have 3 options: 1 keep it 2.- Do an even exchange but now with a price of $17.60 3-. Return it and they will give me $19.05 merchandise credit... And she told me IF I HAVE THE RECEIPT THEY WILL HONOR ME THE 44.00 PRICE... I Want to know this is true or the lady just lie to me because all the line behind me?

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  8. Here is an issue that I haven't seen discussed. I earned kohl's cash on several online only purchases for my home stuff. I used my Kohl's cash and my 30% off coupon on store kids shoes purchases since the coupon was going to expire. After deducting the kohls cash, the 30% discount was applied. Therefore I missed out on $27.00 discount because I used my $90.00 Kohls cash. Even though I had calculated that into my purchasing decision, I shrugged it off and said ok. Now, my online purchases have arrived and it is not what I expected and need to return them. If I return them, they will deduct my refund amount because of the Kohls cash, but what happens to my 30% coupon that I could have used on that portion??? Now that coupon is expired!! That is unfair and wrong!!!

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