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

  2708 W Loop 340 Waco, TX 76711-2408

• 

  Kohl's

  175 E Alluvial Ave Fresno, CA 93720-2973

• 

  Kohl's Corporation

  6120 Grand Ave Gurnee, IL 60031-1650

• 

  Kohl's Corporation

  6130 SW 17th St Topeka, KS 66615-1141

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:06/01/2023

  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 purchased a Kitchen Aid mixer online and once received, the lever to change the speed was broken. I contacted customer service, and they provided me a return shipping label. I returned the mixer and never received a refund. I have called CS several times, even asked to speak with a supervisor and they are not able to resolve the issue. Order #********** return tracking 1z5894r19010000716 The item was received back to their warehouse on 5/24 and still no refund.

  

  Business Response

  Date: 06/02/2023

  Please know that the quickest and easiest way to return kohls.com merchandise and receive a fast refund is to bring them to your local Kohls store.
  
  Returns by mail may take up to 30 days to be processed once the package has arrived back to the return center. 
  
  *****************************************************************
  
  Upon review of the received complaint, we verified that this information was also relayed to the customer via the call ********************** on June 1, 2023.

  Customer Answer

  Date: 06/13/2023

  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 already sent the item back and have the tracking number along with my receipt.

  
  Regards,
  
  ***************************

  

  Business Response

  Date: 06/13/2023

  processed once the package has arrived back to the return center. 
  
  UPS Tracking 1z5894r19010000716 was received 5/24/23 + 30 days= Please allow up to June 23, 2023 to receive refund

• Initial Complaint

  Date:06/01/2023

  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.

  Purchased items online and returned them in the store but did not receive a full refund for items purchased. Items were never worn, tags still on and returned within 2 days of receipt. Because Kohls cash was earned as a result of the purchase, but NOT Used toward this purchase, Kohls thought it was acceptable to keep $10 of my full refund. Shipping was free because of the total order amount, but Kohls did not refund my full purchase amount. This cannot be legal! Yesterday I spoke with customer service in the ********************** and today by phone. The complaint was also escalated to supervisor Chain of command without resolution. I am still due $10.53.

  

  Business Response

  Date: 06/02/2023

  We apologize for our customer's experience. Please know that our ****** Cash incentive is not meant to frustrate you, it is a reward coupon to use towards a future shopping trip if you choose to redeem. 
  
  Upon review of your concern, I verified that Order ********** initially placed May 19, 2023, included 
  Women's *** Flex-To-Go Cargo Capri Pants and  Women's *** Flex-To-Go Cargo Capri Pants. The customer earned a $10 ****** Cash coupon to spend May 22, 2023 to May 27, 2023. 
  
  The customer redeemed the $10 ****** Cash coupon online May 22, 2023 on Order ********** towards two pairs of Women's *** Flex-To-Go Cargo Capri Pants.
  
  When the customer returned the Women's *** Flex-To-Go Cargo Capri Pants and  Women's *** Flex-To-Go Cargo Capri Pants from the original Order **********, this return took into consideration that the earned ****** Cash was redeemed thus the return was reduced for redemption.
  
  Kohls advertising of our Kohls Cash promotion, including the Kohls Cash coupon itself, clearly discloses that If merchandise purchased earning Kohls Cash Coupon is subsequently returned or price adjusted, the value of the Kohls Cash coupon previously earned and/or the amount of the merchandise refund will be reduced to reflect any unearned value. This information is also found on the receipts that were included with the received complaint, as well as on Kohls.com. 
  
  If earned Kohls Cash is redeemed and then the original purchase is returned, the Kohls Cash that was redeemed is deducted from the return value. The ****** cash you earned was redeemed, therefore the return is adjusted accordingly. Finally, as set forth in the terms and conditions for the Kohls Cash coupon, the return value of merchandise purchased with Kohls Cash may be subject to adjustment. We verified that this information was also explained to the customer on June 1, 2023 when the customer called into the ************************** call ********************** also inquiring about this concern.

  Customer Answer

  Date: 06/02/2023

  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.
  
  The original return for order #********** should be refunded 100%, not reduced by $10.53. This is NOT acceptable. Kohls cash was NOT redeemed on this order and my full refund is requested.

  The subsequent order #********** is where I used the $10 Kohls cash, which was partially withheld from my partial return. That is acceptable. 
  
  Regards,
  
  **************************************

  

  Business Response

  Date: 06/02/2023

  We stand on our previous response as there is no ****** error. 

  Customer Answer

  Date: 06/05/2023

  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.
  
  The response from ****** appears to be illegal, as the corporation has withheld part of a full refund due to a customer.   The refunded amount should be paid in full.  Please provide a legal standing for the actions taken by ******.  

  ****** has obviously confused the two transactions as one and this is not the case.   ****** should treat the first transaction (the one in dispute) as a stand alone transaction where there were no incentives applied to the amounts charged and the ****** cash earned was AFTER the subsequent purchase was made.  The amount of the purchase was NOT decreased by any incentive earned for the subsequent purchase. 

  
  Regards,
  
  **************************************

  

  Business Response

  Date: 06/05/2023

  Our ****** Cash coupons have been in around since **** and the terms of ****** Cash is printed on the paper coupon itself, included with the email if coupon was earned online, as well as kohls.com.

  Customer Answer

  Date: 06/05/2023

  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 did not visit the Kohls website, nor did I receive a paper coupon. I selected an item from a ****** search which gave me that specific item to view. I selected the size and ordered the item. I am not a Kohls customer, nor am i familiar with its illegal business practices. Additionally, I received the Kohls cash "earned" statement as part of my purchase confirmation email, not in advance of the purchase. I did not receivea discount on my purchase, but kohls took my $10.52 of my purchase price when I returned the full order. Additionally,  Kohls took another $5 on my subsequent partial return(where Kohls cash was actually used.)

  In total, I earned $10 in Kohls cash and Kohls has kept $15.52, which is more than the amount earned in Kohls cash. Not only is this illegal, but ethically and morally wrong.

  Do the right thing and return my full refund on the order where I did not use Kohls cash.
  
  Regards,
  
  **************************************

• Initial Complaint

  Date:06/01/2023

  Type:Customer Service 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 states you have 10 days after your Kohls cash expires to use it. So my Kohls cash # *************** 10 days after expiration would have been yesterday. I went to the store in ****** on MacArthur the cashier looks at my coupon and says I need to contact customer service not customer service in the ********************** but I need to call or I can go online. Well I was on my way to work so did not have the additional time as I thought it would be simple for me to go in use the kohls cash in the store as I was told and read then it would be done. Now today here I am still trying to get what I earned by spending a large amount of money. If you will look at my profile you will notice I do spend a lot of money at kohls. I am not asking for anything more than another coupon of ***** as I already know what I want to purchase. I think this is unfair for me to be penalized for the cashier telling me incorrectly as I did contact customer service I have the conversation we had on chat and was told there is nothing they can do.

  

  Business Response

  Date: 06/02/2023

  We apologize for our customer's experience. We have gone ahead and emailed the customer a $90 ****** Cash replacement coupon to her email, coupon is good until July 30, 2023.

• Initial Complaint

  Date:05/29/2023

  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 May 17th I placed an order to be shipped to a friend, the next day Kohls canceled it. On May 18th I placed the order again, and it was canceled again. No reason was given either time. I called Kohls, was transferred around repeatedly to people who spoke very bad English who did not understand what I was reporting to them. I then spoke to a "supervisor" also very hard to understand, he told me that he needed to send me a one time pass code to verify who I was, although I had already provided way too much information to multiple people. I gave him my phone number and he tells me he needs a cell phone to send a text, I told him that is my cell phone, it is the only phone I have. He tells me I am giving him a land line, I explained that I am on vacation in ******** speaking to him from my cell phone. He said he cannot help me because his system thinks my phone is not a cell phone. I explained that I already gave him plenty of identifying information. He said I could place the order again, but cannot use my kohls card because it is blocked. So he said use another payment form, so I placed the order for the 3rd time, used my bank debit card for payment, and the next day my order was canceled for the 3rd time. I have made at least 10 calls to Kohls asking for help with this issue, and each time transferred to someone who does not help and ultimately disconnects me. Today I called to payoff and cancel my Kohls account and explained why. So they tell me they will help me, repeat of the exact experience, phone transfers, difficult to understand them, and again disconnected 3 times, starting over each time. This is the worst customer service on the planet! Also used my kohls cash on orders that got canceled and now the kohls cash is all expired. What a con! I have been a loyal customer for years, but this severe decline in their systems and customer service is shameful and disappointing. I have an account I cannot use, log into, order from...it is all blocked.

  

  Business Response

  Date: 06/01/2023

  We apologize for our customer's experience. Due to the sensitive nature of the concern, we are unable to address via the BBB as verification is needed. We recommend calling ************** directly.

• Initial Complaint

  Date:05/28/2023

  Type:Billing 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 bought several items from ****** online. I had surgery so it is hard to try on in the store. When I returned the items, instead of going back to my charge card, they gave me store credit.I paid for a leather jacket we did keep for $75.53. However, now I have $64.00 remaining that were returns. I had the receipt and also the online order on my phone.Sometimes my account was not even coming up in their system. We had to make phone calls to get it credited. they said their computer had a glitch and so they gave me store credit which I do not want at all. I want to pay the $64.00 with my store credit and be done with this. Nowhere does any store do this except Kohls. I had my receipt and all of this should have been back to my Kohls' credit card. I have been on the phone trying to resolve this. There is no one to help me at all. I should have gotten the credit of the returns back to my Kohls charge card.

  

  Business Response

  Date: 06/01/2023

  We apologize for our customer's experience. Upon review of the received complaint, we did not receive a copy of the return receipt or KMC (****** Merchandise Credit) included for ** to refer to.

  Customer Answer

  Date: 06/01/2023

  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 gave all of the receipts to many people I spoke to with Kohls. Please call and read the notes. I have spent at least 8 hrs with many phone calls to resolve the remaining balance of $64.00

  Please refund this. They were suppose to return it to my ****** credit card for a refund but instead gave me Kohls merchandise credit which I do not want. I had all my receipts on the day of the returns.
  
  [Please type your response here.]
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 06/02/2023

  Customer stated items were purchased online, please provide the order number or numbers so that we may research. 
  
  If customer has the return receipt, please provide us the date of the return along with the numbers directly below the store location ie: from left starting with the date, time and the numbers separated by slashes "/"
  
  As stated previously, we are unable to respond to the complaint without purchase and or return evidence. If customer handed over original paperwork receipts to the store, please let provide ** the associate's name and store location so we may follow up directly with that person.

• Initial Complaint

  Date:05/27/2023

  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.

  Returned all my item including the ones with Kohls cash and they refused to refund the full amount of purchase. I found the same **** socks online for 1/5 the price Kohls was charging. I bought 30 pairs of socks for $60. At Kohls those same socks was $200. I used the $40 Kohls cash to buy additional socks. I then purchased online and returned the socks. I returned the socks I bought with the Kohls cash and walked out of Kohls with $40 plus tax less than what I originally paid. *** spent thousands at Kohls in the last 2 years on my daughter. I will NEVER spend another cent in their store. The lady at the return counter repeatedly insulted me. Telling me I cant read. I will never shop at this s*** hole ever again.

  

  Business Response

  Date: 05/31/2023

  We apologize for our customer's experience. Upon review of the received complaint, we did not see any evidence for ****** to research. If customer would like us to review further, we do require original purchase information along with return receipt so that we may examine.

• Initial Complaint

  Date:05/27/2023

  Type:Sales and Advertising 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.

  Horrible experience at the Kohls in-store purchase at the **********, ************* store. The employees in the store were aggressively negative towards the customers and to my family - speaking in loud voices, scolding me and my family for using a coupon more than one time, reprimanding me and my family for coming in more than once to checkout some items. They also used derogatory terms when I asked them why they were behaving that way.The use of a coupon for $10 off $25 was in question but the behavior exhibited by the employees was far from professional. They were singling me and and family out and making negative remarks at the top of their lungs. Very depressing experience...

  

  Business Response

  Date: 06/01/2023

  We regret our customer's recent ********************** experience. As requested, we have asked that someone from our Store Team contact the customer within 48 hours to the phone number provided on the BBB complaint.

• Initial Complaint

  Date:05/26/2023

  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.

  May 13 (Saturday) I bought a comforter from Kohls at Mountain View (store #****) at a price of $100.17 (sale price + $ item markdown + total off offer + tax). Ridiculously, for this purchase I paid total amount of $159.74 (tax included) in two cards. After the first card, **** debit card (see photo 1), was sliding through credit machine, cashier #1 told me that card has not enough fund to pay the product price, I then gave her my second card (Mastercard xx0159) and it was being charged an amount of $100.17. At this stage since only Mastercard charge was shown on the receipt (see photo 2), I assumed the first **** card charge was not going through. I then carried the product purchased to home. While at home I entered into My Banking ****** (**** card issuer) account and found the pending amount of $59.57, which was charged by Kohls on 5/13/2023, and a zero balance in my account (see photo 3). I went back to Kohls on the same day to request a credit or cash refund of $59.57. Surprisingly, cashier #1 ignored my request and sneaked into the small room behind her credit machine and then went home. I then talked to cashier #2. She promised to refund on next day if the amount of $59.57 was being really charged and meanwhile she wrote the amounts which Kohls would charge me on the receipt (see the hand writing above Mastercard number on the receipt). Next day I brought the purchased product, backed to Kohls and request department (or store?) manager for refund. She refused my request for the reason that the receipt showed the charge of product was only from Mastercard, thus she can only refund $100.17 and can't refund $59.57 from **** card. I tried to show her the evidence on the **** statement, but she refused to look. Finally, I returned the product bought and she only refund $100.17 to me (see photo 4). No matter after several requests and showing her the charge on my **** statement, she still insisted on her way.

  

  Business Response

  Date: 05/31/2023

  We apologize for our customer's experience. Upon reviewing the complaint with our internal financial partners, we were unable to view any "charge" for $59.57 on May 13, 2023 at our Mountain View location. We suggest the customer dispute this transaction with their bank.

• Initial Complaint

  Date:05/25/2023

  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 purchased 2 outdoor ring cameras on 5-16-23, they were delivered on ****. I paid $169.99 for each camera. Today I checked and they are on sale for $129.99. Kohls stated they do price adjustments but not for this item. I asked them why and they said they just don't. These items have not been opened yet. I am asking for a price adjustment for the items or I will return them both and never shop at Kohls again.

  

  Business Response

  Date: 05/26/2023

  We apologize for our customer's experience. Please know that "Ring" is an excluded brand and this product is not eligible for coupons. However, you are able to earn and redeem ****** Cash and ****** Rewards on this product. Modified return policy applies.
  
  For information regarding price adjustments please visit: ******************************************************************

  Customer Answer

  Date: 05/26/2023

  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 NOT looking for to use a coupon, obviously you did not read what my issues was/is. I purchased this item and within 7 days you put it on sale. I want you to honor the sale price that you now have. I am confused as to how this is a coupon. Request.

   

  not once did you ask for the order number. You simply rejected my issue saying something about I cannot use a coupon. NOT ONCE DID I ASK YO USE A COUPON. IM SIMPLY ASKING YOU TO HONOR YOUR SALE PRICE]
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 05/31/2023

  ****** did not respond that this was a coupon request. We simply stated that "Ring" is on the list of excluded brands and ineligible for an adjustment.  
  
  ******************************************************************

  Customer Answer

  Date: 06/01/2023

  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.
  
  [Please note thanks for letting me know because you have just lost a customer. I will be closing my ********************** account, my wifes account and any other family member that shop with you all. I dont do business with places like this. So I hope it was worth it. Accounts will be closed by the end of the day on Friday as Im sure your stores will follow soon with closing as they have gone down hill. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/24/2023

  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.

  Went to the Kohls at ************ today and experienced worst customer service from the Manager. He was extremely rude and not an ounce of intelligence in him. I went to return items and he told me that I MUST have a printed packing slip other wise he cannot do the return for me. I have never heard of this policy before. I have been a customer of ********************** since ****. I have bought and returned an item many times. I always swipe my Kohls card and they are able to take the return. This Manager flat out refused to take my return even when I showed him my order number and my tracking package number. He not once entered the order number in his computer. When I first got there, I was the only one customer. There was no one else. I asked him to make an exception today because I was not aware of this new policy. He rudely informed me that its not their job to tell all the customers about the new policy that is listed on their website. How hard was it for him to look up my order number when it was being given to him? Is Kohls hiring illiterate and unprofessional Managers? I had all the information on my phone, then why is it necessary to have a paper copy?Unfortunately, I did not get his name but he said he was the Manager when I asked to speak to someone else. I would love for Kohls corporate office to look at the cameras to see how unprofessional he was. I was at Kohls on Saturday May 20th around 12 pm.I am a owner of a retail shop myself and I know that customer service comes first.Is this how ********************** treats their customers?

  

  Business Response

  Date: 05/30/2023

  We apologize for our customer's experience. Upon review of the received complaint we verified that this complaint is a duplicate to one received within the **************** of ****** on May 22, 2023. We confirmed that this matter was resolved. If customer has any additional concerns, we recommend that the customer call the associate at the number provided on the voicemail left on May 22, 2023.