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

  
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  Kohl's Corporation

  2708 W Loop 340 Waco, TX 76711-2408

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  Kohl's

  175 E Alluvial Ave Fresno, CA 93720-2973

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  Kohl's Corporation

  6120 Grand Ave Gurnee, IL 60031-1650

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  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:05/23/2023

  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 03/22/23 I was researching and about to buy a new King sized mattress. I had questions and went to the chat on Kohls website. I was connected with live agent ***. I asked *** the return policy which he stated was 180 days. I asked if I had to return to the store. His reply was "Please don't worry we will raise the pick up request they will come at you're place to pick the item." I ordered the mattress based on this reply. I do not have a pick up truck so this was important. On April 26, 2023 I reached out to see when I could have the mattress picked up. I was not quite ready and wanted to still give the horrid mattress longer. I spoke with ****** who stated "Please do not worry I will go ahead and create a return label for you you will receive email confirmation within 24 hours and. our delivery person will pickup the item." On 05/22/23, I got on chat and asked to have someone pick up the mattress. I was told I had to call the customer service line. When I called I was told that they could NOT pick up the mattress. I asked for a supervisor. The supervisor stated that I had to return it to the store. I never would have purchased this and now they did a bait and switch tactic. I got back on chat again and was told now on Chat that they cannot pickup the mattress. If this issue is not resolved by picking up the mattress and/or refunding my money, I will (1) file an action against ****** for their bait and switch tactics; and (2) close my Kohls account which will never be used after ***** years of being a customer. I have attached the chat to this (interestingly, each associate on chat should be able to see the previous chat as the history stayed each time).

  

  Business Response

  Date: 05/30/2023

  We apologize for our customer's experience. Upon review of the received complaint, we verified that Order ********** initially placed March 26, 2023 for one Lucid Dream 10" Memory Foam Plush Hybrid Mattress (SKU ********) was refunded May 25, 2023. The customer originally paid with a ****** ********************** Card and two ****** Gift Cards. Customer was refunded back to ********************** card and a KMC (****** Merchandise Credit) was mailed to the customer's residence. Please allow up to 14 business days to receive the merchandise credit.
  
  Please know that ****** does not promise or offer return labels and this information is posted on Kohls.com> ***************************************************************************
  
  We have reminded the associates that the customer spoke directly with of our posted policy regarding return shipping labels.

• Initial Complaint

  Date:05/23/2023

  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.

  Chat reference, 230523-012714, order **********. I purchased $500 worth of items, i needed to return my order because it arrived much later than i was told, so i purchased the items elsewhere. I have been told now THREE times i would be emailed a return label for my order as i went into the store and they said they were not able to do it for me because of a system glitch. So, I need this return label so i can get my funds back. This is so so much money!

  

  Business Response

  Date: 05/24/2023

  Upon review of Order ********** placed April 13, 2023 for 12 items including Sephora merchandise, pillowcases and socks. We verified that ****** estimated quoted delivery timeframe was: Mon, Apr 17 2023 to Thu, Apr 20 2023 was promised.
  
  We verified with the specific carriers of these packages that all 12 items were delivered on time as promised to the shipping address on the order:
  
  Armani Beauty Si Passione Intense *** de ****** (SKU 72620636) 
  Was delivered: Monday, April 17th 2023
  
  Rare Beauty by *********************** Positive Light Liquid Luminizer Highlight
  (SKU ********) Was delivered: Wednesday, April 19th 2023
  
  HUDA BEAUTY Cheeky Tint Cream Blush Stick-Rebel Red (SKU ********) Was delivered: Wednesday, April 19th 2023
  
  Moroccanoil Dry Shampoo Light Tones (SKU ********) Was delivered: Wednesday, April 19th 2023
  
  HUDA BEAUTY Cheeky Tint Cream Blush Stick-Coral ***** (SKU ********) Was delivered: Wednesday, April 19th 2023
  
  ********************************* Hills Superfine Micro-Stroking Detail Brow Pen-Blonde Color (SKU ********) Was delivered: Wednesday, April 19th 2023
  
  HUDA BEAUTY Cheeky Tint Cream Blush Stick-Baddie ***** (SKU ********) Was delivered: Wednesday, April 19th 2023
  
  SUNDAY ***** Pink Drink Firming Resurfacing Peptide Face Mist (SKU 78652372)  Was delivered: Wednesday, April 19th 2023
  
  Rare Beauty by *********************** Positive Light Silky Touch Highlighter (SKU ********) Was delivered: Wednesday, April 19th 2023
  
  Two Madison **** 25-Momme 100% Pure Mulberry Silk Pillowcases (SKU ********) Was delivered: Monday, April 17th 2023
  
  Men's Dickies 6-pack Dri-Tech Comfort ********************* Socks (SKU ********) Was delivered Tuesday, April 18th 2023
  
  We also confirmed that the customer returned 10 of the 12 items at our ************** location with the ******** Shopping Center in person on April 27, 2023 and the refund of $425.94 went back to the same Mastercard that was used to tender this order.

  Customer Answer

  Date: 05/24/2023

  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.
  
  There has been so responses 
  [Please type your response here.]
  
  Regards,
  
  *********************

  Customer Answer

  Date: 05/25/2023

  I made an order on April 13 order number ************. Whatever order number they are referring to is not the same order similar items, but not the same order. I wanted to return these items because they did not arrive when they were supposed to. I went to the store to return them and the women there had no idea how to do it, the system was not allowing them for some reason to return them. So I called the one 800 line about three different times now and have been promised that I would be sent a return label. It still has yet to happen so now my last attempt is to open up this case with you guys because I had to get my money back this is $500 worth of things that I need to return because I bought elsewhere  

  Customer Answer

  Date: 05/30/2023

  No and my order total owed to me is $539.08.

  

  Business Response

  Date: 06/09/2023

  As stated previously, Order ********** was placed April 13, 2023 for 12 various items including Sephora merchandise, pillowcases and socks. We verified that ****** estimated quoted delivery timeframe was: Mon, Apr 17 2023 to Thu, Apr 20 2023and items were all delivered within that quoted timeframe.
  
  Customer returned 10 of the 12 items (see below) to our Greenfield, ** location Thursday April 27, 2023.
  
  (1)Rare Beauty by *********************** Positive Light Silky Touch Highlighter (SKU 53527819)
  (2 & 3)Two ******* Park 25-Momme 100% Pure Mulberry Silk Pillowcases (SKU 54534996)
  (4) ********************************* Hills Superfine Micro-Stroking Detail Brow Pencil-Blonde Color (SKU 55127413
  (5)Rare Beauty by *********************** Positive Light Liquid Luminizer Highlight (SKU 55180086) 
  (6) HUDA BEAUTY Cheeky Tint Cream Blush Stick-Baddie ***** (SKU 55261738) 
  (7) Moroccanoil Dry Shampoo Light Tones (SKU 65135921)
  (8) HUDA BEAUTY Cheeky Tint Cream Blush Stick-Coral ***** (SKU 71764354) 
  (9) HUDA BEAUTY Cheeky Tint Cream Blush Stick-Rebel Red (SKU 75238539)
  (10) SUNDAY ***** Pink Drink Firming Resurfacing Peptide Face Mist (SKU 78652372)
  
  Customer is still in possession of the two items below and will need to return in store for a refund:
  Armani Beauty Si Passione Intense *** de ****** (SKU 72620636) 
  Men's Dickies 6-pack Dri-Tech Comfort ********************* Socks (SKU ********)

• Initial Complaint

  Date:05/21/2023

  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.

  To whom it may concern,I am reaching out to express my frustration and disappointment of how I was treated today at one your ********** ** store By Steph at the return register.Steph was absolutely unprofessional, rude unpleasant, unfriendly and definitely didnt adhere to Kohls return policy and challenged me with my return and decided to make Hassle return instead of hassle free return although I was within the guidelines 7 days after I made the purchase, and definitely had my receipt and credit card used with me.Steph :Gave me hard time for not having the tags on the items I returned and kept mumbling, complaining that I cant return them if they dont have the tags because its hard for them to find them tags.- she kept questioning me if they items have been work which I said yes my boys wore the pants for a day and she kept saying; theres is no way they pants only wore for a day, look how wrinkly they are!! Is kohls requesting now that people much iron and gold returns, am I suppose not return them since I dont have tags???- She also kept making comments and asking me would you agree to buy these items if you come to the store and they are on the shelf? Sure you wouldnt considering how wrinkly they are and the she kept me waiting u til she went back to her other register to reprint tags and retag them and then she completed the transaction I was pretty upset and I asked to speak to a a manger they transfer me to some name *** who said she is a manger, after I shared with her what happens she said I will have the manager call you, I said arent you the manger and she said yeah but store manager ******* will call you at 12 and I will Rely the message to her.Sure enough I didnt get a call back from anyone and then I called back asking for store manager, I said I was expecting a call back from you did you get a message from your employee, she said how can I help all I got was a paper with your name and number on my desk to call you! I was busy!!!

  

  Business Response

  Date: 05/22/2023

  We apologize for our customer's experience. As requested, we have asked that the Store Manager of our **********, ** location call the customer within 72 hours. 

  Customer Answer

  Date: 05/22/2023

  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.
  
  My request was to get a follow up from some above ********** store manger as i already requested she call me and she didnt, I ended up by calling the store again and spoke with her and she was not very helpful definitely didnt solve my issue and assumed that I am asking to fire her staff.

  she Said she will call me back and never did. Again I didnt feel she put any effort to solve my issue and improve the horrible experience I had by her staff.

   

  furthermore I am asking for a compensation for my experience and what happened with me and how I was treated by your staff who refused to adhere to your own policies 

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

  

  Business Response

  Date: 05/23/2023

  ****** does not compensate via the BBB. We confirmed that the customer did speak to the ********************** Manager ******** yesterday regarding his wife's return experience. Again, ****** cannot release any internal actions taken with our associates.

  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 have responded back to you and my issue has not been resolved 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:05/21/2023

  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.

  ****** has a sale add that runs through May 21st. Today is the 21st. I have a ****** coupon that begins on May the 21st. I planned to use today to purchase an item that is on sale. The sale add list the Ninja Foodi 10-in-1 air fryer oven on sale for $199.99 (sale ends on 5/21/2023). Today the air fryer is listed as $299.99. The price was increased $100. They are still advertising the sales ad until the 21st.This is an unjust sales practice. I would have purchased at a cheaper price but thought since they advertised a sales ad until the 21st I had today to purchase. I want to complain about their business practice and believe I should be able to purchase the item as advertised on sale at $199.99 and use my 15% off coupon to do so.Thank you

  

  Business Response

  Date: 05/22/2023

  We apologize for our customer's experience. Upon review of the received complaint we did not see any evidence for ****** to research. Please know that we we do carry more than one Ninja Foodi 10-in-1 air fryer oven.

  Customer Answer

  Date: 05/22/2023

  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.
  
  Ninja Foodi 10-in-1 XL Pro Air Fry Oven - For the date of 5/21/2023 in question. ****** only had one Ninja Foodi 10-in-1 XL Pro Air Fry oven for the price of $299.99 at the *********** Kohls store.

  When you only have one oven for that price, and you cannot figure it out, that is called a run around to avoid answering the complaint.

  So lets review the complaint one more time. On May 20th, 2023 the sales ad for the ************ Kohl's store state the sale ran through May 21st. The Ninja Foodi 10-in-1 XL Pro Air Fry Oven was listed on May 20th on sale for $199.99 per the sales Ad which stated sale run through May 21st. Best sale of the season; however, on May 21st, ****** raised the price to $299.99. This I believe is because they have a 15% coupon released on the 21st. I planned to use the coupon with the sales price of $199.99.

  The is an inappropriate sales tactic for which I believe I should be able to get the sales price of $199.99 and also use the 15% coupon with purchase.

  ****** should not be able to run ads that state "through May 21st" and then change prices of merchandise during the sale.
  

   

   

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

  

  Business Response

  Date: 05/31/2023

  Our pricing compliance team has investigated your concerns. The item in question was listed at a sale price of $199.99 from May 17, 2023 thru May 20, 2023, Ninja's National Promotional calendar. The price reduction was not part of ****** Lowest Prices of the Season sale. The item went back to the $299.99 price as of May 21, 2023 when Ninja's National Promotion ended. We are sorry if any confusion was created by the timing of these two different sales events.
  
  In recognition of your inconvenience, we emailed a $100 ****** Cash coupon to ********************** valid until June 30, 2023. This coupon is also viewable in the wallet portion of the kohls.com shopping profile.

• Initial Complaint

  Date:05/20/2023

  Type:Customer Service 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.

  On 5/18 I was just logged out of my kohls app. I tried to sign in but couldn't so I resetted my password. When I logged in I was in a previous rewards account which was ***********. Prior to being locked out I was linked to rewards id ***********. I had access to my $40 kohls cash, kohls rewards and my credit card It took 2 phone agents, 3 chat agents and 1 chat supervisor to finally link my rewards account to my shopping account. But told agent still couldn't see my credit card and my $40 kohls cash I had the $30 available since I had physical receipt. The $10 kohls cash was automatically loaded to my wallet as I found out apparently the email address had the letter o after the .com. This appears reason I was locked out and not getting my kohls cash but apparently didn't stop the daily advertisements. 2nd phone agent today 5/20 argued with me about the $10 finally understanding the situation said it was a miscommunication which it wasn't. She recent the $10 kohls cash so I figured we were done. When I went in to put it in manually it told me it was already entered. I was infuriated and called but to speak with supervisor. This supervisor "******" just kept telling same thing that it was used and you only have $30 left.I told him last time I logged in I had $40 and didn't use anything. I asked for his email address so I can send email from kohls as recent as the 19th previous day reminding me to use my $40!!! Before it expires. He told me he has no email and I understand and believe you have $40 but you only have $30 is there anything else I can do fir you? I'm like what!! Asked to speak to his manager he said none available I asked to speak to another supervisor he said I will schedule a call to have them call you back. I spend hundreds of dollars here all asking is yo give me the $40 I had!! With all the time spent and aggravation o should be given more dealing with thus poor service and all the wasted time spent!

  

  Business Response

  Date: 05/22/2023

  We apologize for our customer's experience. We have sent a $50 ****** Cash coupon to email: *********************** coupon is valid until June 30, 2023.

  Customer Answer

  Date: 05/22/2023

  [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:05/19/2023

  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.

  Dateordered : May 13, 2023 Order Number: ********** Three of the items were missing from my order and one arrived damaged. I reached out to customer service Friday March 19th. I explained the situation and how several items were missing and how an item I received today arrived damaged. The item was opened and the contents spilled all over my couch and me because it was broken. They promised that they would get this replaced and left me with a reference number:230519-013884 as proof. ********** Date: May 19, 2023 was placed but 2 items are missing. Rare Beauty lip liner in shade worthy and rare Beauty highlighter in shade enlighten. I immediately went back to chat to inform them and they are telling me that they cannot replace these two items even though there was some kind of mistake. They then told me that they were going to give me a refund but I have received no proof of the refund as well. When asking for more help the agent put me on hold for over 10 minutes and then hung up with me. Finally I reached a supervisor who would not provide any type of help or acknowledgment hardly of the mistake. They won't tell me any type of news about the refund if it was actually sent. I informed them that these practices are illegal that you cannot lie to customers and they refuse to do what they said and simply replace the missing items that I ordered. Instead they want me to put in a new order and then contact them to get a refund. This is not my fault that the customer service agent obviously did not do their job correctly or they just simply lied to me. Instead of looking into this ****** refuses to care about their customers. I will never be shopping through ****** again. And I want to mention to everybody that they send delicate makeup items in yellow envelopes with absolutely no bubble wrap or protection! Do not buy makeup here do not shop here they lie and they steal money from you! I want my items as promised!

  

  Business Response

  Date: 05/22/2023

  We apologize for our customer's experience. We have gone ahead and processed a refund for the three beauty items: the two  Rare Beauty by *********************** Positive Light Silky Touch Highlighters and the Rare Beauty by *********************** Kind Words Lip Liner, please allow up to 10 business days to receive refund. We have also resent the missing Rare Beauty by *********************** Positive Light Silky Touch Highlighter and  Rare Beauty by *********************** Kind Words via Order ********** at no cost to the customer. 

  Customer Answer

  Date: 05/23/2023

  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 type your response here.]
  Unfortunately it is still unresolved. 

  1. I have received a new type of confirmation of any type of refund that has been made.

  2. Replacement package that was first sent out that was made incorrectly, **********, the highlighter was shipped once again in a manila envelope with no protection and has arrived damaged as you can see from the photos. I just want what I ordered on damaged can they send it with any type of protection and in a box because this is ridiculous this is a delicate makeup item you cannot just send it in a ****** envilope with nothing, no bubble wrap either.

  3. The pair of Nikes that they sent me are used and worn! How is is a replacement? I received used shoes that must have been returned! The shoes are not only dirty from use but it's very obvious. They also smell!

  Why is customer service so bad at helping make this right? 

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

  

  Business Response

  Date: 06/01/2023

  ****** has confirmed that the customer is continuing to contact our call center while also filing complaints via the BBB for issutes stemming from original Order ********** placed May 13, 2023.  
  
  Going forward if a complaint is filed via the BBB for an order, we encourage all communication stemming from that order be thru the BBB.
  
  We verified that this entire order has been refunded, minus the redeemed ****** Cash that the customer redeemed ************************ May 21, 2023 at our ******, ** location. We consider this matter closed.

  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 type your response here.]
  You would not respond to me which forced me to reach out to them. I have not received any refund and you sent me a used pair of shoes. They would not help me to get it replaced you need to help me replace this pair of shoes you're not supposed to be selling used shoes. If somebody return these and they're used you're supposed to get rid of them. I spoke to somebody at the ****** store about this I couldn't return them for a new pair because they didn't have them in stock. But they confirmed that they are not supposed to be selling used shoes.

  
  

  Not only are they used they smell bad have no tag and a black marks all over the bottom I don't want to use pair of shoes.

  
  

  I ask them several times for a replacement and told them that they did not send me a replacement because they sent me a used pair of shoes. Again they tried to tell me they would not send me a replacement. Can you please send me my replacement shoes because right now all I have is a used pair of shoes. It has not actually been replaced because you didn't replace it with the item I ordered you replaced it with somebody's return!

  
  

  
  

  
  

  Please respond sooner and stop making me wait for weeks to get this resolved. I also want to let you know I still don't have a refund if they did refund me I don't have it.

  
  

  
  

  
  

  The there is no proof of a refund being sent I would like the replacement immediately. I also told you in the last email that you were supposed to send me a replacement for the highlighter it came damaged did you not look at the pictures. You promised that I would get my refund and a replacement for that highlighter and I still haven't gotten it because you sent it in a manila envelope with no protection no padding nothing. It arrived cracked damaged into 100 million pieces please look at the picture I will add it again. This is again it's not a replacement it's a damaged item. It is not considered a replacement if it's damaged or used!

  
  

  
  

  
  

  Please replace both of these items it's unacceptable and I was told I was getting replacements not damaged and used things. Please make them ship the makeup in a box what kind of person ships makeup delicate makeup in a Manila envelope
  Regards,
  
  *****************************

  

  Business Response

  Date: 06/06/2023

  All items from original Order **********, the initial order that the customer contacted ****** regarding has been refunded, please see breakdown below.
  
  The two Rare Beauty by *********************** Positive Light Silky Touch Highlighters (SKU ********) and Rare Beauty by *********************** Kind Words Lip Liner were refunded internally May 22, 2023. Refund $71.16 ****
  
  Customer returned Boys **** ******** Shark Tops & Bottoms Pajama Set (SKU ********) and Boys **** ******** Sloth Tops & Bottoms Pajama Set (SKU ********) instore at our ******, ** location Saturday May 27, 2023.
  Refund: $36.14 **** and given $2.94 Blue ****** Cash, good until June 26, 2023 (This is visible in the Customer's ************************** wallet)
  
  The ****** Runfalcon 2.0 Women's Running Shoes (SKU ********) were refunded internally June 1, 2023 
  Refund: **** $46.99 and was emailed $2.06 Blue ****** Cash, good until July 1, 2023 (This is visible in the Customer's ************************** wallet)
  
  We also sent out courtesy merchandise that customer is also stating was received defective. We also supplied the customer an additional $5 ****** Cash coupon as customer stated she didn't receive but she did in two previous increments: $2.94 & $2.06. The $5 Green ****** Cash was emailed to the customer and is visible in the customer's ************************** wallet and good until June 30, 2023. We are unable to send out a 3rd round of replacement merchandise due to system functionality. We consider this matter closed.

  Customer Answer

  Date: 06/07/2023

  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 type your response here.]
  You are not reading my messages at all. You told me that you were sending me a replacement and a refund go back and read your own message.

  You did not send me a replacement you sent me a used pair of shoes and a broken highlighter.

  I I showed you the pictures and you won't even look at them!

  You cannot lie to a customer telling them the resolution is a replacement and a refund when you send them used and broken items as a replacement. You did not do what you said you were going to do.

  What is wrong with this company you cannot lie to customers telling them the resolution is a replacement and a refund and then not do it what is wrong with you?!

  Please please go back and look at the dirty used shoes and the busted highlighter that you sent me as a resolution. I guess this is the type of service you get when you order from ****** broken used items. I spoke to ****** in person and they told me that they're not supposed to sell used shoes like this you're supposed to get rid of them when somebody returns them like this!

  I want to know how I ended up with a used pair of shoes and a busted up highlighter as a resolution??????

  I want to know why you lied to me about sending me a replacement and a refund. You need to address this and stop ignoring me! I'm super angry your taking weeks to resolve this!!

   how do I send back these used nasty shoes and the broken highlighter to get the replacement that you promised me? 

  What am I supposed to do with used shoes that stink? Is this how you do business you send people used items as replacements?

  How am I supposed to use a shattered highlighter????????????????????

   

  STOP IGNIRING WHAT IM ASKING /SAYING.

  THIS IS UNRESOLVED UNTIL YOU COMPLETE WHAT YOU TOLD ME YOU WOULD DO AS A RESOLUTION. YOU TOLD ME I WOULD BE GETTING A REPLACEMENT FOR THESE ITEMS AND A REFUND GO BACK AND READ YOUR MESSAGE YOU INITIALLY SENT ME ON THE BETTER BUSINESS BUREAU!

  AND I REPEAT USED IT SHATTERED ITEMS ARE NOT REPLACING AN ITEM. THEY NEED TO ARRIVE IN THE CONDITION THE WEBSITE STATES NEW UNUSED AND UNDAMAGED! 

   

   

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

  

  Business Response

  Date: 06/15/2023

  As stated previously, all merchandise from original Order ********** (originally placed May 13, 2023) has been refunded. Please see attachment.
  
  Customer will need to follow up with her financial institution that is responsible for **** xx8047. We are also unable to replace these items a third time due to system functionality.

  Customer Answer

  Date: 06/16/2023

  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 type your response here.]
  WHY WON'T YOU READ WHAT I AM TELLING YOU? I HAVE NO USE FOR USED ***** AND BROKEN ***** YOU CANNOT REPLACE THINGS WITH USED SHOES AND A SHATTERED MAKEUP ITEM I TOLD YOU THE SHOES ARRIVED USED THEY STINK THEY'RE DISGUSTING WHAT AM I SUPPOSED TO DO WITH THEM?! PLEASE HELP ME RETURN THEM FOR A NEW PAIR YOU TOLD ME YOU WERE REPLACING MY ITEM BUT YOU CAN'T SEND A USED ITEM AS A REPLACEMENT THAT IS NOT A REPLACEMENT!!! PLEASE HELP ME RETURN THE SHOES FOR A NEW PAIR PLEASE HELP ME RETURN THE SHATTERED MAKEUP ITEM THE HIGHLIGHTER FOR A NEW ONE I WANT THE ***** REPLACED LIKE YOU PROMISED YOU WOULD DO! WHAT IS WRONG WITH YOU WHY DO YOU LIE TO CUSTOMERS YOU CAN'T LIE SAYING YOU'RE GOING TO SEND A REPLACEMENT AND THEN JUST SEND A USED AND DAMAGED ITEM! 

   

  ****** IS REFUSING TO HELP ME THEY TOLD ME THAT THEY WERE GOING TO SEND ME A REPLACEMENT FOR THESE ***** AND THEN THEY SEND ME USED AND SHATTERED ***** IS THIS HOW YOUR CUSTOMER SERVICE WORKS I'VE TRIED CONTACTING YOUR CUSTOMER SERVICE AND THEY WON'T HELP ME EITHER PLEASE HELP ME RETURN THESE ***** I DON'T WANT TO USE A PAIR OF SHOES THIS IS DISGUSTING!

   

  WHAT AM I SUPPOSED TO DO WITH THIS SHATTERED MAKEUP ITEM PLEASE TELL ME PLEASE TELL ME HOW TO FIX IT HOW AM I SUPPOSED TO FIX THIS?!

  YOU CANNOT LIE TO CUSTOMERS LIKE THIS!

  HOW DO I RETURN THE ***** HOW DO I RETURN THE ***** HOW DO I RETURN THE ***** HOW DO I RETURN THE ***** I'M JUST GOING TO KEEP REJECTING THIS UNTIL YOU TAKE BACK YOUR USED NASTY SHOES THAT YOU TRIED TO GIVE ME AS A REPLACEMENT!

   

  ****** GAVE ME A SHATTERED MAKEUP ITEM AS A REPLACEMENT THIS HIGHLIGHTER IS SHATTERED LOOK AT THE PICTURES PLEASE LOOK AT THE PICTURES PLEASE LOOK AT THE PICTURES PLEASE LOOK AT THE PICTURES!!!!!!!

   

  THIS IS NOT RESOLVED UNTIL YOU DO WHAT YOU SAID YOU'RE GOING TO DO OTHERWISE YOU ARE LYING AND THAT'S NOT ETHICAL AND THAT'S NOT OKAY THIS IS WHY I TOOK YOU TO THE BETTER BUSINESS BUREAU!

   

  NOT REALIZE THAT YOU LIED TO ME THIS IS WHY WE ARE HERE TO SHOW THE PUBLIC THAT YOU ARE LYING AND TRYING TO RESOLVE THIS WITH USED AND SHATTERED ***** SO THAT THEY CAN SEE THAT THIS IS HOW YOU RESOLVE THINGS. I WANT IT TO BE KNOWN AND THIS IS WHY WE'RE GOING PUBLIC!

   

  YOU NEED TO RESOLVE THIS ! THIS IS NOT A RESOLUTION!

  YOU TOLD ME I'D BE GETTING A REFUND AND THESE REPLACEMENTS YOU LIED! 
  Regards,
  
  *****************************

• Initial Complaint

  Date:05/18/2023

  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.

  Per advertised email. Incentive to earn Kohls cash through may 21 was emailed to me on 5/16 at approximately **** am. I made a purchase at 4:16 at my local kohls and was denied the kohls cash. I called customer service spoke to *** customer service supervisor who also denied ****** cash. Ive attached the misleading email.

  

  Business Response

  Date: 05/19/2023

  We apologize for our customer's experience. Upon review of the received complaint, we verified that May 16, 2023 was not a ****** Cash earning day thus we are unable to generate ****** Cash outside of an earning promotion. We also did not see any email attached to review.

  Customer Answer

  Date: 05/19/2023

  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.
  
  Ive attach screenshots twice now, with the add 

  Earn $10 ****** Cash for every $50 spent

  through May 21. Redeemable May 22-29.
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 05/19/2023

  Ive attached. Please let me know if not received. Thank you 

  

  Business Response

  Date: 06/02/2023

  As stated previously, we verified that May 16, 2023 was not a ****** Cash earning day.
  
  In recognition of your inconvenience, we emailed a $10 ****** Cash coupon to the customer's rewards email, ************************* valid until July 30, 2023. This coupon is also viewable in the wallet portion of the kohls.com shopping profile.

  Customer Answer

  Date: 06/02/2023

  [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.  Thank you to BBB for the communication and assistance. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:05/17/2023

  Type:Product 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.

  On April 8th, 2023 you were running a promotion, that for every fifty dollars you spent on Lego, you would get back ten dollars in ****** cash. Being a huge Lego collector and an avid shopper at ****** I couldn't see a downside. So I ordered the Lego Atari **** ***** on Order #********** along with 2 smaller sets to round it past $250 to get the full $50 back. I had them, shipped to the store nearer to where I work. I tried waiting to spend the ****** cash until the order had arrived so I wouldn't have any issues. Unfortunately, I did not get the email that the order was ready for pickup until after I had left the store it was being shipped to and was at ****** in ***** ***** **** miles away. Unfortunately, the ****** cash that was given to me for that purchase was expiring on Sunday and I would be back out to Meridian till Monday.I picked up the larger Lego Atari set I was horrified to find someone had stuck a giant sticker on the actual Lego box.Ruining the value of it from a collector's standpoint. I immediately tried to return the Lego Atari set and was informed the amount of the ****** cash would come out of the return price. So I was told to come back with the sets I bought with the ****** cash. I expressed all I wanted was to return everything for a full refund to my credit card When I did return they were unable not only to refund the ****** cash but not to explain why an additional nine dollars and some change wasn't able to be refunded. I was told to come back when manager ***** was in. So I called to make sure ***** was in and was informed there was no way to refund ****** cash. So I came in anyway to just return the initial purchase keep the sets I bought with the ****** cash (that I never wanted) and just let this be a fifty-dollar ************** to learn from and not buy site unseen from ****** again. When they refunded it it was still nine dollars and some change short.I called the ***** number and got even more ****** cash, not a refund.

  

  Business Response

  Date: 05/19/2023

  We apologize for our customer's disappointment.  Our records indicate that the full Kohls.com order number ending in **** has been refunded.  The $53 was credited gong back to the Mastercard ending in 1748.  The refund back to the Mastercard will post within the next seven business days.

   

  Thank you,

  Customer Answer

  Date: 05/30/2023

  [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:05/17/2023

  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.

  Its actually three complaints rolled up in the one about how I was treated and how Im being treated 1. It seems they have no one there to help with shoes every time Im there I get screwed over in getting a pair of shoes by people that dont even work that department 2. They have conflicting dates about when Kohls cash actually begins and ends. I had taken something back and I was supposed of had $20 in Kohls cash because I spent $50 all over that $114 to be exact altogether and I took half of it away and because it was a return only got an additional three dollars of Kohls cash which is ridiculous. 3. I cant use any of the special discounts they have on anything namebrand, which is ridiculous. Whats the point of having them if you cant use them on under armor, **** or ****** stuff because it is expensive after all.I had taken something back most recently on Friday as well because whoever hung up hung the wrong size on the wrong size hanger and as a result, I didnt realize until I got home the next day and they didnt add the amount to my Kohls card, it was $38 purchase after tax altogether on a pair of ***************** khaki shorts So heres what Im asking for 25% discount on anything in the store $100 paid on my Kohls card, and $65 in Kohls cash.

  

  Business Response

  Date: 05/19/2023

  We apologize for our customer's experience. Please know that ****** does not compensate via the BBB. This portal is for assistance with resolving disputes. (1) Please know that store staff does assist in other areas as needed. We recommend asking for a member of management if having an issue locating staff. (2) Green and Blue ****** Cash can be redeemed during the dates on the coupon itself. If customer is inquiring if it is a ****** Cash earning period, we recommend viewing promotions on the ****** App or inquiring with a store team member. ****** Cash is an incentive if a customer chooses to redeem the coupon, terms of the coupon itself are located on the coupon itself and on kohls.com. If a customer earns ****** Cash and then chooses to redeem, return values will be reduced per the terms of the ****** cash program. (3)Kohls is proud to partner with an extensive number of iconic national brands, including ***** Under *************** Levis, Columbia and others, in addition to featuring hundreds of elevated beauty brands through our partnership with Sephora.  In order for Kohls to be able to offer these exciting brands to our customers, our partnerships require that we maintain these brands products as coupon excluded.  Due to print limitations, we are unable to list all excluded brands on the coupons themselves thus we direct consumers to visit Kohls.com/exclusions for more details. Our in store signage will also advise of exclusions. Despite the excluded nature of these brands, you can still earn and redeem Kohls Cash and Kohls Rewards on many of these brands products.

  Customer Answer

  Date: 05/30/2023

  [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:05/16/2023

  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.

  May 4th, I ordered a few things on ******. Com, I received my items all but a pair on Converse that I bought as a gift. I had called in ***************) to see why I hadn't received them yet being it was the 16th and was told the first conversation that they would look into the order and let me know in 7 days, I thought this was very odd asked why it would take another 7 more days and didn't get a response really I asked to speak to someone else because the phone on their end was cutting in and out and I couldn't understand what was happening I asked to speak to the supervisor and the phone discounted, I called back again and once again waited on hold for an associate and once I got them on the phone I had to tell them again what was going on, I took screen shots of my hold time and the amount of time that went by on conversations and once again was hung up on, I finally got someone on the phone and was told they are not in stock and I will not be getting this item at all, this was the fourth person, they never even left the warehouse because they were not in stock in the first place, but yet my ****** card was charged. This entire experience seemed like a scam for start to finish, being hung up on and told they were sending me to a supervisor, leaving me on hold hoping I would hang up and even the chat process was a long time in between responses. 5 times I called in, the process started at 12:13pm and ended with a chat at 2:26pm and they refused to replace the sneakers.

  

  Business Response

  Date: 05/19/2023

  We apologize for our customer's disappointment.  Our records indicate that the Kohls.com order ending in **** has been refunded for the shoes under SKU 80776645 in the amount  of $36.42.  The refund back to the Kohls card will post within the next 7 days.  We have given the customer our contact information if she chooses to order a similar pair of shoes that we could accommodate any pricing difference since the specific style she chose has been clearanced out. 

   

  Thank you,