HURRICANE KOHLS!

UPDATE: To see the Kohl's response to this post, go here.

UPDATE #2: To see the Kohl's Dallas Employee blog made in response to this post, go here.

Holy shit.  I wouldn't be what you would consider a 'luxury" shopper.  Generally, I'm more comfortable in a vintage shop rather than at a Nordstrom's, but, jeez, some level of decency would be nice.

I've got this Kohl's right next to my house, and with that proximity, I'll make a stop by every few weeks to check out the sales.  Its always bad, but this Dallas, Texas Kohl's would look more at home in New Orleans after the flood.

hmm, I hope they have my size!

I really like the jeans display. Now that's great salesmanship!

And, maybe a nice sweater to go with those jeans?

Don't forget to try them on!

I get it, it's after Christmas, things have been busy, and your store has probably been thrashed by rabid shoppers over the past few days. But, all you've told me is that you don't give a shit.  Not about your merchandise, your store or your customers. It is Kohl's, so my expectations are already low, but this is ridiculous...

And don't think I didn't notice all those Kohl's ads, the millions of dollars burned driving customers into the stores. They did this while obviously and intentionally remaining sorely understaffed.  That sort of penny pinching is wasteful, and if someone over there doesn't act quick, Kohl's situation will resemble something closer to Kmart, rather than the me-to Target they're shooting for.  Businesses like this that fail to recognize the added value of experience, and the limitations of traditional advertising, won't be around much longer, thanks to customers like myself who choose to stop wasting their time with retailers who obviously don't care for them.

 

Comments

[Tim Jackson]

That's all true. Last year for Christmas I was given a Kohl's gift card. I'd never been to one before, but I went and checked it out. It was like a bomb went off in the store- crap was everywhere. I couldn't find anything I wanted/ needed, so I gave my wife the card because I didn't plan to ever go back... and haven't yet.

Clearly there are staffing issues; too little or too little motivated. It's a shame because they are going to the cellar this way.

[jayniek]

gross.

gross.

but great pictures. It's a fricking mockery of itself.

[Moda di Magno]

Nice investigative work! The Kohl's security creeps will be paying you a visit soon...

Does everyone understand why you WASH everything you buy BEFORE you wear it? Thank you Paul for that helpful reminder!

[CK]

Ah, the age of show don't tell. Excellent coverage. Do hope Kohl's weighs-in and uses this as an opportunity...being they have front-page coverage here and in Mack's corner (great post that spun-off this one).

[Paul McEnany]

Somehow, I'm doubting we'll be hearing much from Kohl's. Any company that lets their stores get that bad (and with Tim, that's three stores in three different states now), probably won't waste their time caring what their customers think about them. They're probably already too busy with their Presidents' Day sale or whatever.

But, thanks to CK, I am now armed with a phone number. We'll bring it to them and see what they say!

[Lewis Green]

Paul,

Damn, I worked retail for four years and there is no excuse for anything less than an immaculate store appearance. To me this looks like several things working against Kohl's:

1. No store manager responsibility or accountability. If this store's manager hasn't yet been fired, there's no hope of correcting this.
2. Poor or no employee responsibility or accountability.
3. A lack of training.
4. A lack of communications.
5. Careless brand and marketing strategic planning, execution and oversight.

[Cam Beck]

I was just reading about how McDonald's franchises, in the heyday of the company, were subject to random visits by the head honchos (can't remember if it was Kroc or his business partner) to make sure they cared enough about their appearance to clean up their parking lot. Sounds like Kohl's could use a good dose of that.

[Paul McEnany]

Lewis- I'm sure the manager there is terrible, but the problem is bigger than him or her. Chris Brown over at Branding and Marketing, and Tim have both experienced the same problem, in two other states. Which means the employees are probably underpaid, and like you said, under trained, and even more, they probably just isn't enough of them.

But, all your points are correct. It's just sad to see companies like this try to take the easy way out, and expect it to be some sort of long term strategy.

Cam, I get the feel that Kroc really loved his job and his customers, and maybe even more, he probably believed in the ideal of Mickey D's, something bigger than just one restuarant. When someone cares so much, it's easy to see that shine through each store. It's a shame there aren't more like that...

[Eric Reagan]

So true. I went along with my girlfriend on a recent christmas shopping spree and noticed the same thing. Especially after going to a few other stores first....walking into the Kohl's seemed like a joke. Clothes were a mess, poor signage, zero organization. Finding something there was more a less a practice of accidental discovery. Overall a very poor customer experience.

[Paul McEnany]

Eric- Well, that's four accounts so far. It's official, Kohl's doesn't care about customer experience. I put in a call to Kohl's, we'll see when or if they respond...

[vaspers the grate aka steven e. streight]

In the retail garment industry this is called "recovery", i.e., restoring the store, putting it back to the pre-customer condition.

You might understand it as "tidying up the shelves" after the human tornadoes are done messing up the store and buying very little.

[vaspers the grate aka steven e. streight]

It's called mediocrity, laziness, and feeling "entitled" to just show up, not do much because work is so tiring, then getting a steady paycheck.

[Paul McEnany]

VTG - Recovery should be an ongoing process. I could never imagine walking into a Gap or even a JC Penney and find it in that sort of disarray. On a really busy day, I understand that things get messy, but, shit, you've got to care at least a little.

[Todd Mintz]

Wow. Kohl's just moved into our market (Portland, Oregon) and each time my wife and I go into the stores, we remark how absolutely nice and well run they are. I've also been impressed with their online marketing efforts since they are wonderful at luring us back to the store / website with good coupons / deals.

I suppose Kohl's is still in it's grace period in the great northwest.

[Roger Bauer]

Good work and good post. I'm disappointed to see that as I like Kohl's, and the store near me is usually very well kept. Granted I don't go near ANY stores around Christmas, but there's no excuse for what you stumbled across.

The jeans display IS pretty cool though! Ha!

[stacia]

i'm with the poster above who cited management issues. i worked retail for years in sales and management and that type of mess is all about the management.the kohl's near me are clean and well-kept though they squeeze too much product into too few square feet. you should not knock clothes off of hangers just by walking through the store. that's my only gripe but that happens way too often at way too many stores.

[Brian Clark]

My kids didn't make this mess.

Seriously.

[Matt Grommes]

Man, when I worked at Montgomery Wards ten or so years ago they paid me and a coworker in electronics double our hourly wage (since we were on commission and wouldn't be able to make any sales) to go into other departments (especially Kids) and straighten up the shelves and make sure everything was in order. Our managers made sure not even one pair of pants was sloppy while we were in an area. We just got a Kohls here and I'll have to go check it out now.

[Anon]

Your photos don't tell as much about Kohl's as about their customers. ;)

[trixie]

This gives me a great idea for "secret shopping" in my own store. Technology is great!

[CitizenShay]

I went to Kohls (in Chicago) on Dec 22nd to find some photo frames for a gift and some for me. The whole department was decimated and the only frames left where majorly scratched, dented, glass was broken, etc. Scary. The only section that looked OK were the shoes (not a good gift) and linens. Needless to say I didn't make a purchase. Also, the checkout line was so long I probably wouldn't have bothered if I had found some frames.

People must think it's OK to make a mess, not put things back where they found them, and actually break things. And the only reason they would think it's OK is because Kohls allows it or doesn't staff up enough to combat it so they give in. The Kmart near me is worse (on Ashland Ave.). That store has stuff on the floors 365 days a year and a maximum of 2 checkout lanes open at any time. I'm sure Martha Stewart would freak if she saw her kitchen towels stewn across the floor.

[Kathleen]

A friend worked at Kohl's this past holiday season, at the Quakertown, Pennsylvania location. Not only was the store a mess, the dressing rooms were uninhabitable and the management treated the employees (and some of the customers, too) like dirt.

My friend was routinely harrassed by the management while at the register. There are too many incidents to recount here, but one that stuck with me was a manager who exclaimed loudly, in front of customers and everyone, "I'm off duty!" when my friend asked her for help with a sale.

My friend was hired at the beginning of December, but was never told she was hired strictly as "holiday help." When she reported for work on January 2nd she was told she no longer had a job.

Kohl's seems to use the holiday season as a way to screen future employees. The only holiday employees that were kept after New Year's were register operators who had successfully solicited a high percentage of Kohl's credit card applications.

[Brian]

Interesting. I'm in our local Kohl's (Neenah, Wisconsin) on a regular basis (with 'regular' being three or four times a year) and I've never seen it look like that.

[Paul McEnany]

Todd- Well, maybe there are better managers up there! It's actually sort of surprising, the store in question is actually only about a year old, if that. You'd think they'd hold it together longer.

Roger- Yes, the jeans display was very awesome! I think when I found that was the first time I actually laughed out loud while I was there taking pictures. Good to hear that at least a few of their stores are well taken care of!

Stacia- Yeah, I never really thought about that, but you're right, they are pretty close together. I think you have a point about management, but it's also possible that mediocre management combined with cost cutting, and lazy measures at the top can be quite a lethal combination!

Matt- Definitely go check it out and let me know how it is. It sounds like Montgomery Ward was actually committed to providing a pleasant shopping experience, not just committed to saying they do.

Anon (if that is your real name)- I know you're kidding, but I wouldn't doubt if some Kohl's corporate people would say the same thing. But, although it may be the right thing to do to pick up after yourself (or your kids) in a store like this, it's still the responsibility of the staff to at least TRY to keep it decent.

Trixie- Do it! Do it!

Citizen Shay- Yup, I would say that Kohl's is treading on some Kmart territory. Those places are frightening! Same thing I said before, their customers may be disgusting pigs, but that doesn't absolve the Kohl's staff of, you know, doing their jobs. :)

Kathleen- Maybe that's their problem! They're hiring on the basis of ability to push credit cards on people with low incomes rather than their ability to pick shit up! Ha! Today, Kathleen, I think you've solved it!

Brian- How close are you to Kohl's corporate headquarters? Maybe they take better care of their Wisconsin stores since it's their home state and all.

Does anybody else sense a hint of shame in the tone of all the commenters who actually go to Kohl's? Hmmmm...that's probably not a good sign.

[Cheryl]

I suggest you take your camera to Old Navy on any sale weekend and snap a few photos.
It's the same thing there, but not just at Christmas.
Kohl's, and I used to also live just down the road from a DFW location, also understaff's cash registers. On Tax Free Weekend (a Texas "thang") they had 3 registers open, no one on the floor, and a line 45 minutes deep.
It's not worth it. I can go to SuperTarget and pick up some Tide at the same time, and have a much better experience in a clean, well-lit (what is with Kohl's lack of overhead lighting? Saving .02$ on the electricity?).

You're touching here on Paco Underhill's wonderful book: Why We Buy. Which I sometimes want to mail en masse to the people who run Albertson's and Tom Thumb....