Why have this policy? Why not make a sale for a watch battery instead of taking the chance of losing a customer

GetHuman3239069's customer service issue with Kohls.com from July 2019

Help with my Kohls.com issue
Before contacting them, items GetHuman3239069 may need:
Order Confirmation Number, Tracking Number, Email on Order, Phone Number on Order, Name of Account Holder, and Home or Billing Address
The issue in GetHuman3239069's own words
Replace my watch battery ... We have been Kohl's customers for many years starting back in the early ****'s . Today we went to the Kohl's store in Marion Ohio to have a new battery installed in my wrist watch. I have had this watch for approximately thirty years, probably before there was a Kohl's in this area. I was asked by the clerk a African American if I had purchased the watch from Kohl's, I advised no I hadn't and that there probably wasn't a Kohl's in the area at that time. She further advised since I had not purchased the watch from Kohl's she could not install a new battery. My Wife and I were shocked, we have shopped at Kohl's in many areas and have always received excellent service and value . If Kohl's has policies that this person was following , we may need to reconsider where we shop from this point forward .
Why not sell a battery rather than taking the risk of losing a long term customer
Either change the policy if it truly exists or train the clerk in Marion Ohio to make a sale instead of running the risk of losing a customer
We have been customers since the early ****’s
No
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Kohls.com

Watch battery
Customer service issue
Reported by GetHuman3239069
Jul 12th, 2019 - 2 years ago
Not resolved
Seen by 19 customers so far
Similar issue to 2513 others
0 customers following this

Timeline

GetHuman3239069 started working on this issue
Jul 12th, 2019 10:40pm
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Jul 14th, 2019 2:43am
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Jul 14th, 2019 2:54am
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Jul 16th, 2019 12:34am
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Jul 16th, 2019 12:38am
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Jul 16th, 2019 12:38am
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Jul 16th, 2019 12:41am
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Jul 16th, 2019 12:26pm
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Jul 16th, 2019 2:51pm
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Jul 16th, 2019 2:55pm
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Jul 17th, 2019 12:48pm
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Jul 18th, 2019 1:01am
GetHuman3239069 indicated the issue is not fixed yet.
Jul 19th, 2019 11:29pm