Consumer complaint received 2019-07-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: SC
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Back in late XXXX or early XXXX I bought a pair of XXXX XXXX trainers shoes at Kohl 's in XXXX, SC. The shoes bottom started coming apart. When I tried to return them, I was told by the person that claimed she was the store manager and her name is XXXX XXXX ( later I found out that she was NOT the store manager but an assistant ). When she seen my shoes she told me " THOSE SHOES ARE BIO HAZARD AND I REFUSED TO TAKE THEM BACK ''. I asked her for a business card and she REFUSED to give me one.Then she said the shoes are dirty and I need to go home ( I live 17 miles away ) and clean the shoes and then I need to find the UPC number ( the number on the shoes that were defective had been worn and couldn't be read ). I told her all she had to do according to Kohl 's website was look up my credit card purchase and it would show her this number. She REFUSED. I drove 17 miles back to my house and contacted Corporate Headquarters for Kohl 's to file a complaint against this store manager and told them I either wanted my shoes exchanged or I wanted my money back and I would also return the nearly {$3000.00} of items that my wife and I had purchased from Kohl 's since XXXX. Corporate gave me the UPC # XXXX and told me to return to the store to exchange these shoes and if I had any problems to call them and they would handle it. When I returned to the store Corporate had already spoken to the REAL MANAGER a woman named XXXX.I asked her what her last name was and she REFUSED to give me that information. She was as rude as the other " manager ''. She said " you don't expect me to have my employees touch dirty shoes ''. I told her that when you wear shoes everyday on a golf course they will get dirty. She told me to go to the back and find a pair to exchange. I went back and found a pair of XXXX XXXX. When I brought them to her, she said these are NOT the exact color and she refused to exchange these and would ONLY give me the LOWEST PRICE as a credit that these shoes sold for in the last 4 months. I refused. I told her that was the only color that I saw. I asked her to go back with me and try and locate the right color. She told me that she was the manager and that if I wanted to exchange these shoes I would have to go back and find the right color. I asked her to have an associate go with me. She said that she would have an associate meet me back there. When I finally found the right color she then informed me that if these shoes tear up ( defective ) that if they have any dirt on them whatsoever she will NOT take them back for an exchange.When you wear shoes they are going to get dirty. If KOHL 's ADVERTISE HASSLE FREE RETURN, they are false advertising. I am a Former XXXX XXXX and Retired XXXX XXXX. When XXXX XXXX ( in front of other customers ) claimed that my shoes were 'BIO-HAZARD '' simply because they are dirty that is an INSULT. Kohl should better train their managers on how to deal with the public. I also had to drive 34 miles round trip and waste an hour of my time on what should have been a simple return for a defective product. I should be reimbursed for the time and travel and for being insulting. I am also a member of XXXX and I will make sure that XXXX is aware of how Kohl 's treat the Seniors and the Veterans.

Company response to consumer: Closed with explanation