Kohl's

Subject: – Store 0980 Incident on 10/09/25 Transaction Details: - Store Number: 0980 - Date of Transaction: October 9, 2025 - Time of Transaction: 08:47 PM - Transaction ID: 0980/0004/9823/8 - Receipt ID: 999-8990-7479-5294-9019-9501-7645 - Carryout Bag Fee: $0.10 Overview of Visit: I conducted an evaluation of customer service at Store 0980 on October 9, 2025. The purpose of this evaluation was to assess the quality of service provided by the staff, specifically during a transaction involving the purchase of a carryout bag. Observations: 1. Customer Interaction: Upon arriving at the cash register, I was greeted by a cashier who inquired if I needed a bag. I responded affirmatively, requesting a bag for my items. 2. Service Execution: After completing the payment, I noticed that the cashier did not provide the requested bag. Despite having charged me a carryout bag fee of $0.10, there was a noticeable lack of communication regarding the bag. 3. Attitude and Professionalism: The cashier displayed a dismissive attitude, failing to acknowledge my presence adequately. There was no verbal communication during the bagging process, and the cashier did not offer any polite gestures, such as a "thank you" or a farewell. 4. Overall Experience: The interaction left a negative impression, as the cashier’s demeanor felt disrespectful, which is concerning for customer retention and satisfaction. The lack of acknowledgment of my request for a bag, combined with the cashier's attitude, detracted from an otherwise routine shopping experience. Recommendations: - Customer Service Training: It may be beneficial to provide additional training for staff on maintaining professionalism, particularly in customer interactions and communication. - Encouraging Positive Engagement: Staff should be encouraged to engage with customers positively and acknowledge their requests to enhance the shopping experience. Overall, the experience at Store 0980 did not meet the expected standards of customer service. Addressing these concerns could significantly improve customer satisfaction and loyalty. Thank you for your attention.

It's a great place to go when they have the 70% off of the clearance section. You can literally find deals for the whole family and beyond. The only issue is not getting treated like a loss prevention issue while you spend hours scanning clearance items for those one of kind low low prices at the back of every aisle. Truthfully my only call about that store is that they should move the clearance stuff to the front so that it's more accessible to the customer and it doesn't look so odd that you're in the back of the store for so long especially when you have to sit through items that aren't always in the best of organizational standards. Overall great store.

Its a little out of my way but no Kohls in my city. The store is a lot smaller than the one I used to go to, but thats ok. What irritates me is they keep changing where certain clothing is and its really hard to find sizes that u might need.

Good prices and large selection. Two floors of stuff. Quick lines, and helpful employees. Clean and well organized and tons of open parking.

As Kohls go, this is a great one with more selection than most. As of today, September 2025, there is still a Sephora inside.

Meh Overall. My Kohl's card was dead after covid. No way I'm giving all my $$ data to a terminal in a store for a discount. Clothing was horrible quality. Cookware/Kitchen was mid range with high end pricing. $11.99 for a pot holder ON SALE! Socks were still a great deal!

I needed a few items that I originally tried to get from Walmart. After being treated poorly by an employee I left & went to Kohl's. I found what I was looking for & was treated with respect. And I ended up getting more than I planned.

The store was to crowed with merchandise to shop. No help available. Very poor experience I went in to purchase a gift and left with a gift item that I will have to return as it is damaged. To much trouble to shopethere. Never any help available that knows anything.

Service - I shop Kohls religiously but what I experienced today was very different from any other visit. Sephora - thank you so much to Lisa for her help today. She is so personable and down to earth. It was nice to talk to someone who can relate to my age and the issues a woman goes through as she gets older with the loss of skin elasticity. She provided options for what I was looking for and showed how they look etc. Highly recommend talking with her if you are looking for something or feel intimidated like me about makeup. She eases you.

I had a wonderful experience at kohls in santa rosa it was my first time there and i had gone to return a amazon package, the process was very smooth and the young lady that helped me I didn't catch her name but was very efficient. I will definitely be returning my packages there again in the future and shopping at either kohls or Sephora.

Went shopping for new work clothes and shoes. Randomly came across a pair of loafers that I loved, but were a half size too big, then Ruby came to my rescue. She really went above and beyond to get me the right size and Melinda at checkout was very nice and knowledgable. Thank you!!

I was wanting to buy some towels after using Kohls to return some Amazon items. Went to the bathroom towel section where they had a promotion, but NO WHERE was there pricing on the towels! How stupid is that? Either they have a brain-dead store manager, or corporate is completely clueless on understanding the customer buying process. On top of that, there's not a way to provide comments and feedback to their corporate headquarters on their website. And when you try to submit a review on a specific store from their website, your submission gets rejected because of ad blockers. They need to get rid of some people at the top and hire people that know what they are doing. Like Amazon.

I just called customer service and could not make a payment. I am an authorized user but cannot pay. This place is so tiring . They just want me to pay overdraft fees. Kohls has really changed and happy to leave as a customer.

At checkout Kohls blocked the purchase. Cashier has no info from Kohl's why. An hour wasted. I verify my ID x3. Still won't say. Its taking too long. I'm dismissed. I tell them cancel it I'll spend $400 elsewhere and I'm petty enough to cancel my credit card with them. Let me be abundantly clear. It's not this store location that failed. It is corporate that failed the workers of this location. Corporate cost this store $400 as well as time and labor to have to do go backs. If you look at my reviews I'm more than happy to give a four or five star it is very rare for me to give a one star. I am BIG mad. I am a very patient person and they got me to a boiling point.

Went to Kohls to return an Amazon package. It was easier than I could've imagined, despite the line I was out in less than 10 minutes.

Well, bring a chair and a book because they make you wait foreverrrrr in line. Now I don't mean just a couple of minutes i means 10-15 min with only two cashiers and no hope for extra help. You would think that if they see more then 10 people in line they will call another person but nope! Even after asking if they can call some they just say they can't. Not the cashiers Fault but the fault of management and staffing. You would think that because it's the end of summer they would adjust staff as needed. Shame on you Kohl's for not knowing your customers.

Terrible online Customer Service. I had 2 obviously fraudulent charges against my card late Friday night. What do you know, Kohl's customer service isn't available until 5am Saturday. I was able to change my password and prevent other charges, but had to wait to call. Once I reached customer service I was basically told this was my fault, my passwords weren't secure enough. They would open an "investigation" and get back to me in 30-60 days. Seriously? Scammers obviously know Kohl's customer service hours of operation and get in and make charges during off hours. I only noticed by checking my email randomly late at night. I'm sure there are many other customers targeted this way. Speaking of Target, I'll shop there from now on, thanks. Improve your customer service and support for your customers please!

I went to Kohl's in Northern Santa Rosa today 3/18/18. They really did a great job with the remodel post-October fires. At the Customer Service Center, however, the sign reads "Check-Out, Returns, Online Pick-Up." The staff there should be briefed because while standing in line, they told us (about six of us) that the line we were in was for returns only-I chose to let them know the sign said differently and they all looked at the sign then back at me and said "well sir, this store has been in transition" to which I replied "this whole community has been in transition." I wasn't trying to be difficult and the others in line found the humor in the exchange between the staff and myself. We all left with smiles though. I can't wait to go back and shop at this location; many good deals .

Most of my experience shopping at Kohl's is always great, Julian, one of the workers, is always willing to help me when I have a question. He seems like a very kind person & seems as if he enjoys working and helping others.

Every time I walk out of Kohls, I leave disappointed. Do they have name brands, yes. Do they have good store brands, yes. Is it ever possible to find the brand you are looking for and the size you want, based on my visits NO. The store is terribly organized. Find a rack of one brand and most likely the rack next to it is completely different. Also many of the brands are mixed together making the shopping experience even more confusing. Frustrating is the best word to use when shopping at Kohls. Take a lesson from other retailers. JC Penny for example. In men's clothing they have a large overhead sign with the name brand listed (Arizona as an example). In the 20 X 20 area under the brand sign is the entire array of Arizona clothes, pants, shirts, accessories etc. This is true for all their brands. So easy to shop there. Get with it Kohls, it's not rocket science. Just start using some common sense on how you display your clothing brands. Make the shopping experience a pleasant one.

Since re-opening after the fire they have really cleaned up their act. Store is organized and clean and the sales associates are very friendly. They are now starting to have more products on clearance since they've been able to refresh their inventory more than once. I happily shop here because it's a good local store that treats employees well, From what I understand. Most employees are very friendly and Merchandise is good At a good price, also the Kohl's cash keep me coming back. Therefore will be shopping here regularly.

Nicest employees work here. After the October 2017 Fires that devastated this area the Kohls store was closed for months. During this horrific event The manager, Troy Smith, and corporate office seemed genuinely concerned about each employee. This speaks volumes. Couldn't be happier for all concerned that the store is reopening soon. Kohls Santa Rosa is an asset to the Community. Troy Smith seems to embody the Spirit of the Amazing Santa Rosa Community.

Really really frustrating returns experience, stood in line behind 25 people was told I couldn't get credit for my return, so strange. I could exchange it for an item in the same price, I left found a few things came back, stood for another 20 min, they reminded me that it had to be "one" item at the same price, again so strange. They offered be 20% of what it was worth...

Isles are not wide enough for car seats and the lady with the lip piercing gave my husband a dirty look because he couldn't fit in the tiny isle and banged the cart with the car seat into a clothes rack. Very rude behavior and we would have never ran into anything if it wasn't so jam packed in there.

The Fam and I love Kohl's. We have shopped habitually at multiple stores and even ordered bicycles and random things online that are not in store. Great savings, great selection. Never had a problem with service until today. We were helped by an older Indian man with a thick accent and the interaction started out fine if not a little overly friendly. We got scratchers with more savings and were excited to see how much we'd be saving! The cashier insisted on handling my Kohl's card himself, eventually swiping it 3 times from the other end of the counter. I have been an authorized buyer on this account for many years and have used the same card for at least 2 years. According to the cashier, the card was declined. I was asked for my ID and was even promoted to input MY SOCIAL SECURITY NUMBER into the pin pad, all of which has never been required of me at any Kohl's location. The entire time he claimed my card was not valid while aggressively trying to get me to open a new account. I must have heard the phrase "35% savings" 3 or 4 times after I politely declined and asked if I could just pay for my items with my current account. He kept saying vague things like, "it's no good" and coming back to how much more I could save if I provided another form of payment. Of course the cashier made it a huge spectacle which held up the line and caused other customers to stare and snicker directly at me and embarrass the family members I was with. We ended up leaving with nothing because the cashier would not stop talking and refused to accept no for an answer. I was interrupted, talked over, and ignored when I asked for a supervisor. I never write reviews or even complain much about bad service but this was just such an awful experience I felt the need to write this lengthy diatribe. Terrible customer service. Good luck to anyone unfortunate enough to have this person as a cashier!

Been meaning to write this review since Black Friday. Now that I have time for it, my hats off to a young gentleman by the name of Rob or Robbie I believe was his name. Who's customer service far exceeded anything I would ever have imagined from a Kohl's department store. He was extremely helpful, walked my grandma and I through the store and helped us amid the chaos anxieties of Black Friday shopping. Super respectful, patient and kind young man. Well deserving of a ten star yelp review.

I called Kohl's Santa Rosa to check on an BOPIS order and requested the store manager to have the item shipped to my home address as I couldn't drive 120 miles to the store to pick up my order, BTW they were running out of stock everywhere and Santa Rosa Kohl's had the only last piece for store pick up. Store manager told me that since the item is not available online he cannot ship it to me directly and that instead he could request a store transfer and send it to Kohl's in my area. As promised he transferred the item to my nearest store and I picked up the item after a few days, generally this process takes a couple of weeks but he did the magic. A big Thanks to Santa Rosa Kohl's and of course the store manager for honoring my request and transferring the item to another store. What an amazing customer service! I couldn't be any happier!

I always find something cute here and the price to quality ratio is great. Today I stopped by with some particular purchases in mind and was helped by Katharine S who is so delightful and helped me find everything I needed! She had a great sense of humor, was very professional and most of all very knowledgeable about all of the products. A fantastic shopping experience!

Do not order anything on line from here. On your shipping order is a place for a peel off return shipping label. They have removed label now before shipping. You now have to go on line print label and pay shipping to return items, even though they charge you to ship it. By the time you get right item you could of bought two anywhere else. We will never order anything from Kohls again, also cutting up store card and mailing it back (yes I will have to pay for stamp as well) to them.

This review is based solely on my online order. I ordered 2 picture frames on the 12th that I needed the following week for a Christmas present. It said it would be to me by the 17th. Great!. The 17th rolls around and my UPS tracking says it will be delivered that day. That day came and went, UPS tracking now says the 18th for delivery. 18th comes and goes. I call UPS, one of their trailers has gone missing and all packages were lost. Mine was one. I call Kohls.com and they inform me that on their end it says I will get my package by the 24th. I tell them UPS says no and the package is lost. They insist I will get it by the 24th. I explain to them I needed it before then as promised and if I wait until the 24th and it's still not here then I have no time to rebuy a frame for Christmas. I tell them I would like a refund as UPS says its lost and an investigation has been started, so that way I can go into Kohls and get a frame. They say no and UPS is lying and to wait until the 24th. I asked them to send me an email showing me the tracking as no one else has the information that it will be delivered by the 24th, she said they cannot do that. Needless to say, this is the worst customer service I have ever experienced and when I told the lady at UPS that Kohls would not issue a refund and that I had to wait until Christmas eve, she said she cant believe they told me that as most big stores just send out a replacement right away.....NOT KOHLS!! Horrible, horrible customer service. I buy a ton of stuff from Kohls, I'll be taking my business elsewhere.

We got what we needed ,mostly. I'm a big fan of kohls and their Christmas options and deals. Not to mention the kohls cash . But it wasnt as stocked as expected and un tidy. The staff was.not very knowledgeable. (I understand seasonal staffing, and have been in their shoes. ) But they didnt know about coupons, or rewards or returns . Hmmmm? Let's hope my online experience is much better. Hope it all comes in correct

My monthly credit card bill would suggest I have a shopping problem. Ahem. Whatever. Easy return policy, good customer service, excellent coupons, plenty of items, etc.

A good price is only good if you don't have to spend an hour digging through PILES of mixed up cloths. My last visit here ever FOR SURE.

Okay. I buy items here. Mostly Men's casual clothing. I cherry pick the discount racks. And boy there are plenty of them just jam packed with shirts, pants, jackets, etc... Typically I won't give a golf shirt a second look unless it is NOT made in China, and it MUST be discounted at least 85% off list price. Last visit to Kohl's I came home with 6 golf shirts. I paid about $6 each for them. Same name brands carried at my local golf shop for $45 each. But here's my question. How does this place stay in business? It is a ghost town every time I visit. There has never been more than 10 customers in this giant store whenever I visit. Even on Saturday. Mervyn's used to be packed to the rafters with shoppers, admittedly they were lower income, low dollar expenditure customers, but there was hoards of them. Mervyn's is gone, Will Kohl's be next?

I don't understand how business's can do this kind of thing. Kohl's advertised a vacuum I wanted to get as a Christmas gift and the sale started today and will run thru Friday. I went online the first day and they said it is already sold out. What do they have one of them and it's a ploy to get you to buy other things. When the one I wanted didn't come up but another vacuum that was $100 more did I knew I'd been had. They don't offer rain checks. It's a really bad way to treat your customers who have been loyal to their store.

Their employees don't even know how to acknowledge their customers waiting in line. I was in line for a return and an elderly looking employee passed me by and saw I was in line. I said hello hoping she'd say something like "I'll be right with you or someone will be right with you" but didn't say anything at all. I was disabled, had a walking boot from my ankle surgery and standing was hard for me. It took 15 minutes for me and nobody cared so I asked one person helping a customer in the counter if anybody will help me and that was the time another lady came out the room. This lady who helped me already saw me earlier but ignored my presence and went inside the room. The lady didn't even said hello nor an apology for waiting. There is a big difference of customer service from Nordstrom to a Kohls and this is why Kohls will forever be on the bottom for department stores because customer service is terrible. Products are awful plus the people working there.

When I am on a budget and looking for something cute that I know I will get a lot of compliments about.... Well I go to Kohl's. Over the last few years I have bought several items from them, from leather jackets, cashmere sweaters (only 2 ply, but also only $45.00), dresses, slacks, casual pants, tops...... Its what I call my disposable clothing. They even carry a low end Vera Wang... (bet you didn't know that VW had a low end). Today was no exception... I got several outfits, socks, shawl, and a stray top for $138.00. It was fun. So if you don't compare Kohl's to Saks, or Macy's, or Nordy's, or any high end boutique you won't be disappointed.... It is what it is.

After having gone to another Kohl's and given the wrong information, I came prepared, having read the Customer Service policy and ready to plead my case. It totally turned out to be completely unnecessary. I felt like I was in a Customer Service Done Right training video. I was in, got my stuff taken care of, and left much less stressed than when I'd entered. Woo hoo!! Also, major props for having chocolate on sale at the checkouts. It's like they know me so well!

Tried to be a citizen and call attention to a crime in the parking lot come to find out the two me manhandling a women in parking lot were security. Ok that would be fine if those same security hadn't threatened me and start d calling me vile names for voicing concern. Ended up I had to file a police report against them

Can't beat Kohl's for kid's clothing. It's a fun place to poke around. Great for picture frames, kitchen stuff, and the occasional top or two. But I tire of stores that don't just price their items accordingly. It's like the rug store on Taraval that was perpetually having their "close-out" sale (is that even legal?). You can't just look at a price tag at Kohl's and know that's what you're going to spend. No... you have to look at the tag, then up at the little screen on the clothes rack and search for the non-sale price of the item you want in order to find out what the "sale" price is. Why not just make THAT the actual price?? I realize it's probably a pleasant mind&#@% for the customers to see that the tote bag they want isn't really $59, but only $20! Wow! That's $40 you save! ..... or IS it??? And Kohl's cash... sigh. If you can remember to go back and use it before it expires, good on you! I never can. BUT - I still like the place and will keep shopping here.

Thrilled to have "our Kohls" back home after the fire. The store has such wonderful high quality goods and their staff is informed about their products, you ask a question and they have an accurate answer. Their staff seems to really care about the customer and go beyond the status quo to assure you get what you are looking for and its happy experience. Always feel I gave my best when I start at Kohls first, it also saves me a lot of grief when I find exactly what I need the first time

I've been in this Kohl's two or three times this month, and I have to say every time I come the employees are super friendly and they go out of their way to be helpful. Tonight I believe Catherine and margarita and another nice lady helped me and that's what keeps me coming back. They go out of their way to find a price, they scan a coupon for you, and they're very friendly! Good sales and good service, they make you feel like they want you there!

This store has great deals on some nice products most of the time. The reason I wanted to write a review was because of the excellent customer service I received today. I was in the men's shoe department and while I was searching I was greeted by Robert who asked if I needed help finding anything. I asked him if he could get me a size of a certain shoe. Upon returning he informed me that they were out of my size but that he would go back and double check some other places. He came back and let me know that the display shoe was the only one left of my size, unfortunately they were a little bit damaged. So he offered me a discount, which I thought was really nice. Robert was very helpful and thorough and had a smile on his face all the while.

I will admit I love kohl's as a company and to go shopping. Yes they hardly have any staff and they move like snails even with a long line but I always find a great deal and have plenty of coupons I can use. Plus they stay open late which is an added bonus.

I love Kohl's Santa Rosa store! Great selection and great prices. Friendly people. Can't wait for them to reopen, glad the Tubbs fire didn't completely destroy the building. The devastation in the neighborhood is disheartening but seeing the Kohl's building standing like a fortress is an encouragement to move forward and rebuild our city.

This Kohl's is like any other average Kohl's. I hate how they ask for ID when I use my Kohl's charge, which is AGAINST THE MERCHANT AGREEMENT. I do love how often they have coupons, sales, "cash" that they send you in the mail, and their low prices.

Even though it was a major sale day everything went smoothly and my cashier "ANGELA" was excellent in customer service!!

My favorite place to buy clothes !! I just love this store! It's clean and they are always so helpful.

Bought Armitron watch 3 mos ago crappy 2 mos ago had to exchange it because it was broken when setting it. Watch number 2 broke too 1 1 half month later. Try to get refund Anna asst manager would not give me full price saying no receipt.

Not a fan of this store because they never have my size and everything has a price with a 50% off type tag on it. Seriously, just have decent prices and normal sizes instead of trying to con everyone that they are getting some amazing deal. So I ordered some things online; a shirt, and two pairs of jeans. The shirt came first in a box by itself. Totally different shirt then I ordered and the wrong size. I took it to kohls customer service and the lady (really wish I had her name) tells me that it's not the shirt that is on the packing slip. I'm like, yeah I know, that's why I'm returning it. Then she tells me that it's a clearance shirt and they don't send clearance shirts from the warehouse. She tells me this three times... finally I'm like, well I ordered the shirt online, received the box at my house, opened the box, and this is what was in it! She then calls a manager over and without telling me what she's doing, gives me a gift card with the amount I paid on it. I told her I'm worried to take the gift card because I don't know that they will have my shirt in stock and if they don't I'm stuck with a gift card instead of my money back. Instead of offering to help me try and locate the shirt or check their stock for me, she tells me to use the phone and call kohls customer service. YES, I'M IN KOHLS CUSTOMER SERVICE AND SHE TELLS ME TO USE THE PHONE ON THE WALL TO CALL KOHLS CUSTOMER SERVICE. Any decent store would handle this for me but she really didn't care and told me to call Kohls in their own store. I felt like I had no choice and picked up the phone. At the very least I figured this phone was a direct line to some CS person at their warehouse but it was just their 1-800 number that put me through the same annoying robot that I could have called from home. Then I was put on hold by the system. After waiting on hold for 5+ minutes I hung up and left the store rather pissed off. I got in the car and decided to go back. This time Yesenia helped me. She said "Well since it's not the shirt you ordered I'll refund your credit card." Thank you! That's all I wanted in the first place! For those reading this, Yesenia get's five stars for actually helping me and taking ownership of Kohls screwup even though it wasn't her fault. I still have to give Kohls as a whole one star because of the other lady and the fact that Kohls has a phone in their customer service department to call customer service yourself while their customer service people stand around not helping you! Not good service! By the way, the jeans came the next day and one of them was also the wrong pair! Kohls is totally incompetent.

kohls in santa rosa omg rocks my world!!!! they have the best prices for everything and everyone they give things away just about ! i rock when it comes to shopping there i know my bargains and i get my coupons going to keep me going! i dress for style and kohl's gives me that ! from shoes, boots, dresses, mini skirts, under unknown stuff they have beautiful items yeah they do ! so flow with me i will show you my beauties i'm styled, sincerely judy bedient i was appalled when i read a review about kohls and saw some photos some bozo took from jcpennys a worker i assume who took them of kolhs after kohls had a killer huge blow out sale killer prices things got wild and fun and messier that's a sale day folks people getting deals beneath and over the racks and making a mess costumers due that !! so how dare that person take a photo on that day after the fun just left before the store got to put it back together shame on you!!!!! get a job a kolhs and join the fun team go team go !!! sincerely judy....

Home department.... (pots & pans, sheets, rugs, plates, etc...) Ridiculous expensive! Work out clothes pretty good sales, Juniors Department also some pretty good deals. Usually long lines as the register. Ohhh.... and they YELL into the intercom every 10 seconds, that's annoying as hell!!

Had a wonderful experience shopping with Katherine S. in lingerie She knows her department inside and out and took the time to show me several items that I might like. Her recommendations were spot on - I was looking for one item and bought seven on sale and clearance.

I've gone here a number of times only to be increasingly disappointed. The last time will be my last time... the shelves were picked over and it looked more like a bargain basement sort of establishment. Anyway, I thought I found a decent sale price on a shirt only to go home and have a seam blow out on the first washing. Then when I went to return it I had to wait in line at "customer service" for about 15 minutes while one employee worked the register and a second one would glance over every few minutes but continued to restock returns without offering to help me. Lousy service experience and sales displays that look like they've been bombed... I'm outta there!

I love this place for deals. I got a pair of heels for $10! Can't beat that. The workers were all very kind and helpful.

New to town and needed a pair of classic men's shoes in black. I was greeted right away and the store is huge compared to the one in my hometown in Napa. I got to the shoe department and carefully looked at the huge selection. A guy was working the department but seemed completely oblivious to me or the other customer. Instead of him assisting me, I decided to go and ask for help regarding a specific size. He seemed bothered by my request; he came over scanned his gadget at the box and simply replied "not in stock" and walked away without looking me in the eye or offering any additional help. I was a little taken aback by the carelessness. I found a decent pair of boots, but the service was not good at all for a first impression. Not sure if I will return.

The registers are always short staffed and seem to attract customers with the most complicated forms of payment. I hate Kohls cash!!