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.
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.
Posted by: vaspers the grate aka steven e. streight | January 05, 2007 at 08:50 PM
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.
Posted by: vaspers the grate aka steven e. streight | January 05, 2007 at 08:52 PM
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.
Posted by: Paul McEnany | January 06, 2007 at 11:48 AM
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.
Posted by: Todd Mintz | January 11, 2007 at 04:14 PM
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!
Posted by: Roger Bauer | January 12, 2007 at 12:13 PM
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.
Posted by: stacia | January 12, 2007 at 12:58 PM
My kids didn't make this mess.
Seriously.
Posted by: Brian Clark | January 12, 2007 at 01:00 PM
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.
Posted by: Matt Grommes | January 12, 2007 at 01:06 PM
Your photos don't tell as much about Kohl's as about their customers. ;)
Posted by: Anon | January 12, 2007 at 01:08 PM
This gives me a great idea for "secret shopping" in my own store. Technology is great!
Posted by: trixie | January 12, 2007 at 01:47 PM