As a bargain hunter, I target “Cyber Monday” (the Monday after Thanksgiving) to complete most of my online Christmas shopping. I’ve found that’s when you can get the best prices and free shipping with a low or no minimum purchase. In 2013, part of my Cyber Monday purchasing included Kohl’s.
On Monday, Dec. 2, I placed my order of two items. I’ve found Kohl’s free shipping to be somewhat slow, so I wasn’t concerned when the items had not arrived by the end of the week. In fact, the order confirmation email I received from Kohl’s said the items should arrive between Dec. 5 and Dec. 12.
On Sunday, Dec. 8, I received an email with the following message from Kohl’s: “Due to severe weather plaguing our distribution centers, we’re experiencing slightly longer order processing times. We’re in the process of shipping all of our orders as soon as possible, but a few shipments may arrive at the end of, or just after, designated delivery time frames.”
“Fair enough,” I thought, and I appreciated the warning.
On Saturday, Dec. 14, two days after the original order delivery window had ended, I received an email from Kevin Mansell, the chairman, president and CEO of Kohl’s. It said (in part), “I apologize for not delivering your purchase within the time period we communicated. While there were factors beyond our control, like weather, I take full responsibility and we are in the process of expediting orders to ensure timely delivery before Christmas.”
The best part of Mr. Mansell’s message? It included a $25 store credit I can use at Kohl’s anytime before the end of 2014, either in the store or online. My entire Christmas gift purchase from Kohl’s totaled a little less than $30.
The $25 credit strikes me as a classy move. Only a $25 pre-tax purchase is required to use it, so it’s basically like getting $25 of merchandise free. Kohl’s didn’t have to do this, and if you think of the number of Cyber Monday orders that were placed, the credit probably cost the company considerable cash. If Kohl’s credited 10,000 shoppers at $25 each, it spent $250,000 on its apology. I’d guess the number of credits exceeded that significantly.
My order finally arrived on Monday, Dec. 16, two weeks after I placed it and in plenty of time for Christmas.
Kudos to Kohl’s for doing all it could to make things right. Shoppers like me won’t likely forget its tangible appreciation of our business.