On 11/30/23 I called customer service regarding an order I placed because I was overcharged. I wanted it corrected. When I called Kohls CS no one would assist me because I "don't have a Kohls Charge Card" I attempted to explain I was overcharged and just wanted a refund for the overcharged amount. However, Kohls makes the process EXTREMELY difficult when their CSR's can't speak English well or understand English well. After being on the phone for over 82 minutes, I asked for a CSR Manager, the CSR hung up on me. I called back, re explained the issue, requested a refund, and to speak to a CSR Manager. This time I was on the phone another 46 minutes. Once again, I was hung up for requesting a CSR Manager to assist. I called a 3rd time, re explained the situation and how I've been hung up on, was over charged and asked for a CSR Manager (especially since, calls are recorded) the CSR told me there was no CSR Managers, and that my order had been completely cancelled without my knowledge and or consent. I looked on Kohls website and it did not show my order as cancelled. On 12/1/23 I called back again, I re explained the over charge, being hung up on and asked why my order didn't show on their site it was cancelled the requested both a refund for the overpayment and to speak to a CSR Manager. The call needs to be escalated at this point. I was told I will have to re order the entire order, I'm unable to use my now expired Kohls cash and 20% coupon and it will take 5-7 days for the ccard I used to be reimbursed. No wonder Kohls is going down the toilet. Kohls, as a CSR Manager myself, you need to listen to your calls, keep wait times down to a decent amount, provide proper training, and escalation options, and hire employees who can understand and speak English and other languages. God help any customer who has to deal with this company!