The more you know, the more you Kohl’s…

Brief Kohl’s Feedback…Brief is the operative word for this review…

After work, I needed a belt and dress pants so I visited the Kohl’s store in Arlington Heights on Tuesday, July 10, around 6 pm. There were about 25 cars in the parking lot and it felt like fewer shoppers were in the store than the cars in the parking lot indicated.

My focus was in the men’s department so I drifted over to the dress shirts. On my way, I had a number of sales associates say “hello” as I walked by — that’s a positive sign of good customer service. Unbeknownst to me, my eyes focused on the 60 or 70% off sale bin – just a natural reaction to a deal. Luckily, I found a Chaps dress shirt in that bin which retailed for $46. It took close to 10 minutes as sizes were mixed together but my “writing in the air math” told me the dress shirt was less than $20.

Fortunately, I found a good deal. Unfortunately, once at the checkout counter, the shirt rang up as $46 with no discount. I mentioned this to the sales associate who just shrugged. Not much empathy or understanding came my way during this interaction. I suggested that I could find the same brand of Chaps’ dress shirts in that same sale bin but she said nothing.

Before I left, I knew I needed a few belts but first, I reviewed their shoe selection. It was OK but not terribly diverse or inspiring. That’s not the first Kohl’s store I’ve visited over the last year or so with a limited shoe selection. Belts were in fairly good order but I struggled finding a brown belt in size 36. Sometimes, you really have to work to find what you’re looking for while shopping even though that particular item was not in the clearance bin.  

As you shop, you will hear their catch phrase The more you know, the more you Kohl’s. Sorry, this just doesn’t work for me. I generally like the Kohl’s brand but this has grated on me for some time. It won’t prevent me from shopping there, but it makes me wonder what research was done or focus groups were involved when evaluating that phrase. Besides, can you use Kohl’s as a verb? Would that work?

Have a nice day was the associate’s response after completing the transaction. I’d prefer “thank you” but perhaps that’s old school and something the younger generation does not do.

Wasn’t wowed. Wasn’t feeling it after my Kohl’s visit.

I try to provide free feedback to most retailers so I went online to http://www.kohls.com/survey and completed my survey hours after shopping. The survey contained a few too many questions but I persisted. Surprisingly, there were no spaces or boxes to add comments. I understand completing certain boxes and designated choices but often things are nuanced and need explanation. I think written feedback can be just as valuable if not more valuable than responding to pre-formatted questions.

Based upon my survey experience, the ability to add my written comments were not provided by the Kohl’s survey. If I were surveyed again, I would like to mention that during my survey. Good luck!

Kevin Schwarm

I have over 25 years of professional experience in business, information technology (IT), and customer service. Industry experience in retail, medical insurance, higher education, non-profit, financial services, and property and casualty insurance. Customer focused professional interested in providing value (save time, money and aggravation) by evaluating and analyzing information, services and products with a unique perspective.

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