Complaints

This profile includes complaints for Kohl's Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kohl's Corporation

  N56W17000 Ridgewood Dr Menomonee Falls, WI 53051-5660

  
• 

  Kohl's Corporation

  3550 Salzman Rd Middletown, OH 45044-9401

• 

  Kohl's Corporation

  2450 N Richmond Rd McHenry, IL 60051-5412

• 

  Kohl's Corporation

  92 Cluff Crossing Rd Salem, NH 03079-3504

• 

  Kohl's Department Store Inc.

  2350 Central Park Ave Yonkers, NY 10710-1250

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed this pick up in store order a week ago: ********** , and unfortunately I couldn't pick it up on time, so it got cancelled. I used ****** cash for this order, so I should have received ****** cash back for the refund. However, I never received the refund ****** cash. When I contacted customer service, they told me to contact **********************, and when I called the store, I was told to contact customer service. Can someone help me with this?

  

  Business Response

  Date: 05/09/2025

  We apologize for our customer's experience. On May 9, 2025, we emailed a $140 ****** Cash Coupon for the $139.98 ****** Cash that was applied to our customer's order that was not picked up at the store.

  Customer Answer

  Date: 05/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  kohls will not ship the remainder of the order i placed on 4/30. Their website says ordered are processed the next business day and it has been 5 business days, part of my order has arrived but no one will help me until 5/14. Apparently they take your money and say 3-6 days for standard shipping yet my package is supposedly going to be shipped on 5/9 which is a full 10 days after they took my money.

  

  Business Response

  Date: 05/12/2025

  We apologize for our customers experience. The item Juniors' Lion King ****** Matata Sunset Circle Muscle Tank Top Shirt was cancelled. The customer has not been charged for this item.
  
  

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I didnt realize that my kohls cash had expired so I went online to see if it was worth anything after expiration considering I had to purchase things to receive the kohls cash. Online it says that they can be redeemed in store up to ten days after expiration so I called customer service to resolve the issue. Not only would they not give me any of my kohls cash back but when brought up the return policy they representative become very agitated and kept repeating the same thing back to me before disconnecting and sending me to a survey. It isnt fair that kohls doesnt follow they own customer service policy.

  

  Business Response

  Date: 05/09/2025

  Kohls Cash can be used in-store and online up to 10 days after the expiration date. Orders must be placed with a **************** associate in order to honor the expired Kohls Cash online within a 10 day grace ******* Please note that Kohls Rewards and Return Kohls Cash coupons cannot be applied to an online or in-store transaction after the expiration date since they have a longer time frame to apply toward a purchase. Both Kohls Rewards and Return Kohls Cash coupons are valid for 30 days from the date issued. No grace ****** is offered for the coupons that can be used for 30 days and the coupons cannot be replaced. 

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After losing 40 lb it was necessary for me to replace my entire wardrobe. I chose to do so at ******. I have spent almost $5,000 on clothing which I ordered online. Because I'm not used to my new size I would order the same item in two different sizes and keep the one that would fit and return the one that did not. The clothing that I ordered online, unfortunately, was not available in the store for me to try on. Now, ****** is telling me that they have a new return and exchange system that has penalized me for having too many returns and has blocked me from returning any more clothing for 6 months. Ironically, anything you order must be returned within a 6-month period. It's a catch-22. I have contacted their customer service regarding refunds that I have not received fully and they have promised me a call regarding reinstating my ability to order and make returns. I have 2 verification numbers (Reference #******-009067 created on 4/14/25 by customer service **** named ***************** #******* created on 5/2/25 by customer service **** named *****) and a refund total of $558.10 which I have not received all of, yet. As you can see in the images that I have attached I have made 4 calls to ****** customer service over a period of more than two weeks trying to get this problem resolved. And each call lasted no less than 45 minutes. My last call to ***** on 5/25 lasted over an hour and a half. It's shameful that a corporation that survives on the patronage of its customers would penalize a patron because they returned items. Please note, the amount of money I spent on clothing was more than double the amount of clothing I returned. If necessary, I can provide those details as well.

  

  Business Response

  Date: 05/07/2025

  We have a new policy in place regarding return activity. When a customer receives a receipt with a return warning or return decline, they can use the contact information listed on the bottom of the receipt to obtain additional information. Our customer has the option to file a dispute with The Retail Equation (TRE) by calling **************, and we will review the dispute filed with TRE.  

  Customer Answer

  Date: 05/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I  am aware of the new policy they put in place. I have already spoken with this new policy provider and indeed have requested a review of this situation. I have made no returns that have been worn or damaged in any way. And I have had all of my receipts for these returns. The returns that I am speaking of now are returns that have already been made that I have not been paid for! Those totals are reflected in the copies that I sent you that contain the refund amounts and the reference number and the people I spoke with and the dates I spoke with them. I just want the money back for the clothes I have already returned. I Will no longer do business with ****** after this situation is resolved. I just want the money back for the returns that I have already made to them and for which I have receipts for.
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 05/19/2025

  Our records show the two orders the customer provided screenshots for this complaint were returned. The first order ending in 8960, several items were returned within the refund of $449.24 that posted to the account on April 10, 2025. The remaining two items were returned for $54.14, with a posting date of April 18, 2025. For the second order ending in 4282, there is a return for $33.15 that posted to the account on April 15, 2025, and a return for $35.72 that posted on April 24, 2025. *********** purchased at ************************** and mailed to the Return Center for a refund are automatically processed. The customer states they request the money back for returns they already made and which they have receipts for. Please provide the date of the return receipt information, and the twelve numbers at the top of the receipt using this format XXXX/XXXX/XXXX and will research further. 

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have attached images of my numerous tele-cons with various Kohls customer service folk.

   The image on order #********** shows the **** when I spoke with ****** on 4/14/25. It also shows the refund totals for 5 separate orders that were returned...a total of 15 items were returned for a total refund amount of $558.10. You will also see on another image showing the refunds promised and on another image the refunds I actually received on my Kohls card including the dates of those refunds. My total refund amount adds up to $414.09. These 15 items were returned on 4/14/25. $558.10 - 414.09 = $144.01 which I have not received.

  Anything returned on April 10 does not apply to this situation. 

  When I spoke with ***** on 5/2/25 (image also attached) he stated that of the 6 items I returned on 4/14 with ****** from order #********** only 1 showed returned. He proceeded to process the rest of that refund and gave me a total of $157.35 to be received within 7 days (image attached). My Kohls card showed a refund of only $77.54 on 5/3/25 (image also attached).

  In addition, ***** escalated my concern and promised me a call back from the escalation team to help me get my refunds sorted out as well as to discuss my "no more returns punishment" of 6 months and gave me Incident #******* (image also attached). I never heard back from anyone at Kohls. This was my last straw and this is why I finally contacted the BBB. As you can see on the images attached, I have made more than my fair share of calls to get this straightened out but Kohls continues to make this difficult. I just want my refunds as promised. I would also like the Kohls cash back that I used for some of these refunds but if I can't get them to refund my actual monies it's unlikely that I'll ever see any of the Kohls cash again.

  Why can't Kohls go back and listen to the "recorded for quality assurance" conversations that I have had with all their customer ***** It would make all this much simpler.

   Thank you BBB for opening a venue for discussion. I was getting nowhere on the phone with Kohls.

  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 05/27/2025

  As previously stated, when a customer receives a receipt with a return warning or return decline, they can use the contact information listed on the bottom of the receipt to obtain additional information. Our customer has the option to file a dispute with The Retail Equation (TRE) by calling **************, and we will review the dispute filed with TRE. No further returns can be processed at this time.
  
  

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My ability to return clothes to ****** is not the issue here! I am still waiting for my full refund of the clothes that I have already returned! All of my receipts and reference numbers were attached to my last response. ****** did not respond to any of my last message regarding where is the rest of my refunds.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:05/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im contacting regarding order ********** .I placed an online order on April 20th I also paid for expedited shipping.I have not received my order I contacted *** because the photo that was provided on their website is not even my home .The package was delivered to the wrong address.I have tried to reach out to them for a couple weeks an still no answers to what happened to my package .I am asking for a refund at this point so I can purchase at my local kohls store .I contacted kohls via chat today (May 3rd) representative told me I can be issued a replacement order at no cost to me but they couldnt edit the shipping address .so told him if the shipping address cannot be edited I would just prefer a refund not even a minute later he comes back an says absolutely not to either the replacement nor refund ???? So why tell me that was even an option??? I am extremely disappointed I just want my money back so I can repurchase my time sensitive order at my local kohls store .

  

  Business Response

  Date: 05/07/2025

  We apologize for our customer's experience. We have initiated a refund/credit for order 6632666051.Please allow up to 7 business days for the refund to reflect on the form of tender used for the order. Please note the address our customer provided for this complaint shows an apartment number. The customer's address in their ************************** shopping account does not reflect an apartment number. Please update the current address information to ensure delivery to the correct address for future orders. 

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an order on April 20th. I was told that the items should arrive in the timeframe of April 24th through the 28th. I got my tracking number and it stated that my order would arrive on April 24th. April 24th swings around and I was home all day that day, knowing I was supposed to get a package that day. I notice that it says it was delivered but I still hadn't gotten it, so I check the delivery image to see if it was delivered near my door or house. Turns out the door in the delivery photo isn't mine!! I get in contact with my neighbors to see if they have my package, even though I shouldn't have to as the customer, my order should've been delivered right in the first place. Of course no one says they've received my package. I contact ****** Sunday, April 27th, and they say that it shows it was delivered and that they cannot help me, nor issue me a refund or a reshipment for the item. They said to just "dispute with my bank." I can't just "dispute with my bank" as I did it with ******. I NEED MY MONEY BACK! I don't know how they expect customers just to say "Oh ok! That's alright" after not receiving a package nor the money for the package. I needed the items to prepare for a big event and had to go in-store and spend twice as much. I just want the money I'm owed and I shouldn't have to go through this long process to have to get it back. This is insanely unprofessional. They didn't even try to help and pretty much only had automated messages. It was like I was speaking to a robot, constantly repeating the same message over and over. I'm extremely disappointed, this is the first time this has ever happened to me. I want my refund and the least they could do is issue it.

  

  Business Response

  Date: 05/07/2025

  We apologize for our customer's experience. We have initiated a refund/credit for order **********. Please allow up to 7 business days for the refund to reflect on the form of payment used for the order. 

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 19th, 2025 I made an online purchase from Kohls. Order# **********. The item I purchased was a black and ****** personal air conditioner that costs ******. The estimated delivery was around the 28th. I received an email on the 22nd that my order had been shipped out and that it would be delivered around the 25th. Order tracking number by ***** ************after days of not receiving my package I searched the tracking to see that it was labeled as delivered to a location in **********, mind you that the shipping address is in ******, I double checked my shipping address as well which was correct on my part. I contacted kohls online and explained to them that I never received the package and the representative acknowledged the location it said delivered was ************ which means it went to the wrong location. I asked for a refund back of my money speaking to a supervisor because we both looked it up and knew I didnt receive my item I purchased. The supervisor then told me that they could not refund my money, that I need to contact my bank/card holder to file a dispute instead! I explained that I used Affirm and that they have to refund the money on their side. She said they can only refund a kohls card. I have further looked into ***** tracking and it states that the package has since been returned to sender which is kohls, which further proves I didnt get the item I purchased. I have included screen shots of the conversations and all info from *****. Kohls this is fraud, taking peoples money, this is so wrong on so many levels.

  

  Business Response

  Date: 05/05/2025

  We apologize for our customers experience. A $274.86 return has been processed today for order **********. The return amount is less than the purchase amount due to Kohls Cash earned for this order was redeemed on a subsequent order made on April 21, 2025. Please note the following is listed in our ****** Cash advertisements as well as with the email for the ****** Cash Coupon; if merchandise purchased earning a ****** Cash Coupon is subsequently returned or price adjusted, the value of the ****** Cash Coupon previously earned and/or the amount of the merchandise refund will be reduced to reflect any unearned value. If Kohls Cash is redeemed and then the original purchase is returned, the Kohls Cash that was redeemed is deducted from the return value. The return for $274.86 will reflect on the customers statement within 10 business days. 

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/10 I ordered a car seat. My orig Order Number: ********** that was delivered to me was a returned item. Packaging was all messed up (they put taped over the box again but tape was coming off) missing packaging inside & carseat plastic was ripped open. Unfortunately that same item is no longer avail. 4/18 I asked ****** (he didnt give a ref#) i need this as a gift for my nephew i told him there are 2 items that are similar same brand ( also sent him a pictures of available car seats) and asked if they can price adjust the other items that I showed him since the original order is not avail anymore. He said yes just return the item first, purchase another one contact your company via chat to do the price adjustment/refund. He said he noted the act so I shouldnt have any issues. I did exactly what ****** told me to do and that same day 4/18 I contacted your customer svc again chatted with ****** Y manager ref #******-009321 and did the adjustment for my new Order Number: ********** to match the same *** as my original order and HE WAS VERY WELL AWARE THAT IT WAS NOT THE SAME ITEM. He advised me that he processed a refund for the difference and should go back to my credit card. 4/27 Ive contacted your cs to check stat of my refund unfortunately all reps/ ***** sup are not recognizing the refund that was processed by ****** * . They kept saying it's not the same item and not the same size. I also asked about stat of my order because the estimated delivery was between 4/23-4/26 but status hasnt changed since 4/21 labeled but *** has not received the package. Per ***** to wait til 4/30 and if I dont get it contact your company again. Ive reached out to customer service on 4/30 via phone waited for almost 45 mins finally got ******* after I explained everything i got connected to survey. So i decided to contact kohls via chat again because I have not received my order. Pls credit my refund adjustment to my cc as promised by prev mgrs.

  

  Business Response

  Date: 05/05/2025

  We apologize for our customer's disappointment.  Our records indicate Order Number ending 5925 has a refund request for the amount of $182.97 reflecting the price difference of $347.23 versus $164.26.  The credit will reflect on the original tender within the next 7 days.  We also found mis-shipped Order Number ending 5925 was replaced at no additional charge under Order Number ********** with estimated delivery of Wednesday, May 7, 2025.

   

  Thank you,

• Initial Complaint

  Date:04/30/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/11/25 I returned a couple items to Kohls and also picked one up. After the return, while handing me the receipt, the clerk pointed out that at the bottom of the receipt it stated that I can no longer return any items to the store for 180 days. Before the 11th, I had ordered some shoes that were delivered after the 11th. At the time of this order, I did not know that I could not return anything for 180 days. My partner of 55 years has dementia. I rarely get out to shop. Because of this, I order online a lot. That isnt always successful so items have to be returned. I am highly offended by this action against me. I want to be able to return the shoes and bedspread that I ordered before the 11th. The I want to close my charge.

  

  Business Response

  Date: 05/02/2025

  Please note our Return Policy allows you to return most merchandise purchased in-store and ************************** for up to 90 days after the original purchase date for non-Kohls Card transactions, and 120 days (as of 7/31/24) after the original purchase date for Kohls Card transactions, with or without receipt except for the following items which are subject to the noted restrictions and require either a valid ****** receipt or ****** account look-up.
  
  Premium electronics and watches must be returned within 30 days of purchase with the original packaging and a valid receipt or account lookup.
  
  Sephora at Kohls purchases, must be returned within 30 days from date of purchase.
  The above information can be found on our website at ******************************. 
  
  As a one-time courtesy, we will be happy to process a return for the shoes and bedspread. Please provide the order number or store receipt information. For the store receipt, please provide the date of the receipt and the twelve numbers at the top of your receipt using this format XXXX/XXXX/XXXX. 

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out regarding an issue with my ****** online order (#**********) placed on March 28, 2025. This order included a pair of Koolaburra by UGG Classic Short Women's Winter Boots in Chestnut, Size 5 Wide.Unfortunately, the boots run large, so I attempted to return them at my nearest Kohls store, located at *************************************, in accordance with ****** return policy. However, the store associate informed me that the SKU/UPC number on the shoe box does not match the one listed on the packing slip, and therefore refused to accept the ********* resolve the matter, I also contacted Kohls customer service at ************. Despite explaining the situation clearly, the representative was unable to assist me further.Attached is a photo showing the boots name, size, and colorall of which match my original order. I am unsure why the SKU/UPC number is different.I kindly request your assistance in processing a refund for this item in the amount of $29.24, as I have exhausted both in-store and phone support channels without success.Thank you for your attention to this matter. I look forward to your resolution.

  

  Business Response

  Date: 05/02/2025

  We apologize for our customer's experience. We have initiated a refund/credit for the Koolaburra by UGG Classic Short Women's Winter Boots SKU ******** Size 5.This will reflect on the customers statement within 10 business days. 
  

  Customer Answer

  Date: 05/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, I did not receive that refund on my credit card. Please kind help me request a refund confirmation to my email: *****************************.
  
  Regards,
  
  ****** ****
  

  

  Business Response

  Date: 05/06/2025

  The refund was previously completed. It may take up to 10 business days for the refund to reflect on the customer's statement.