Dear Kohl’s Management,
I am writing to share my very disappointing experience at your store. This is not the first time I have faced such treatment, but this time it was especially unprofessional.
I came to the store to pick up an online Instacart order (we also sometimes shop at Kohl’s for our family’s own needs). When I arrived, I politely explained my situation and even showed my order. Instead of helping me, the employees told me: “It’s your job, go look for it yourself.” I asked several different staff members for assistance, but all of them refused to help, saying it was not their responsibility.
One of the employees I approached appeared to be a manager (an African American woman with a walkie-talkie). I explained politely and asked her to check or confirm if the items were in stock. Her answer was simply: “No, that’s your job. If you can’t find it, then it’s not here.”
This attitude is extremely unprofessional and disrespectful. Employees in the store are being paid to assist customers, not to dismiss them. A basic level of customer service should include checking availability, guiding customers, and at least showing sympathy. Unfortunately, what I experienced was the opposite — rudeness, unwillingness to help, and a complete lack of professionalism.
I would like to respectfully request that Kohl’s management review this store’s customer service standards, provide proper training to staff, and take corrective action. Customers deserve respect and support, not dismissal. In other states such as Texas, I have always received excellent, friendly service at Kohl’s, so I am very surprised and disappointed by the service at this location.
Please look into this matter seriously. Customers should not be treated this way. Location. 8973 Bay Pkwy
Unit 1
Brooklyn, NY 11214
United States. 8/25/2025
