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 Corporation

  6120 Grand Ave Gurnee, IL 60031-1650

• 

  Kohl's Corporation

  6130 SW 17th St Topeka, KS 66615-1141

• 

  Kohl's Corporation

  275 Route 10 Succasunna, NJ 07876-1358

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:05/16/2023

  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.

  I tried to place an online order several times. I drove to my local store to receive free shipping only to find out the wifi would not connect. I was not able to complete my order due to lack of resources. My $25 kohls cash expired one day ago while trying to complete my order. I chatted online with 2 very rude associates who told me I should have called sooner, when I could not have called sooner. They do not know my situation. Another associate told me to call and that they would honor the kohls cash within 9 days of it expiring. The associate on the phone was rude, hung up on me, and would only honor part of the cash. All I ask is that you honor my EARNED addition cash of $10. But it seems you would rather receive a bbb claim than treat your loyal customers with respect. Please have someone from your corporate contact me as your customer service ********************** is very rude and did not provide a solution. Waste of my time.

  

  Business Response

  Date: 05/18/2023

  We apologize for our customer's recent experience. Please know that in order for us to research the concern, we do need more information as there was no evidence provided with complaint. Please advise what day the customer stated that she drove to the ********************** and was unable to connect to the store's WIFI, please include store location and date as well as the names of any of the associates may have spoken to. We also require a copy of the $25 ****** Cash coupon so that we may examine. If customer does not have the coupon, then we require a copy of the purchase so we can obtain the numbers on our end.

  Customer Answer

  Date: 05/19/2023

  I drove to kohls in ************** ** on 5/15/2023 trying to complete me order. I placed a prior order from my home on 5/14/2023 with no issue, but I was trying to get free shipping. I did not know that the kohls cash was expiring that night. When I chatted ans called the very next day less than 24 hours later they refused to honor my kohls cash. The kohls cash number has mysteriously been deleted from my app now but it was $24. And some change. You can check all of your chat records online and your call center from 5/16/23 where you should have a record of all of this. Very poor service provided. 
  
  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:

  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 4/11/2023 I order a Baxton Studio *************** it was delivered on 4/13/2023. I started to set up the bed and one of the large parts was damaged. It look like a fork lift hit it and has hoes/large indents. The other large piece had a manufacture error, the s**** holes do not line up correctly. I contacted Kohls to see if I can get the parts exchanged. They informed me they do not do this for this company and gave me Baxton Studios phone number. I called Baxton Studio and they were confused as to why I was calling because Kohls should be. I just called Kohls back just to be informed my only choice is to return the bed and order it again. We started the return, Kohls said I should receive an email with *** stating the pick up times. I never received them. I called Kohls back multiple times they said everything looks good their end. I called they customer service and corporate number. I called *** as Kohls was putting the blame on them. *** told me that Kohls has set up a pick with Kohls address and a delivery with the same address as pick up. Neither mine. I informed Kohls of this, was told they fixed it and I'll receive an email. Never happened. I have talked to them multiple times, they all said they would start the return again and ill receive an email every time. I was told it was given to a supervisor and they will email me, Never happened. I called and spoke with a call center supervisor and told them I just want my refund as they are unable to pick up the bed. She was unable to do this without the pick up. I talk to someone on the online chat, a employee then a supervisor then a manager. They all refused to give me a refund and said they can do the return correctly. The manager was being unprofessional, and I said I wanted the matter fixed today as I do not want to have to contact them again. They said all they are going to do is the return again and ill receive an email today (5/15/2023). I asked what I would do when this does not work. They disconnected the chat saying I was inactive even though I wasn't. I feel helpless as I'm going around in circles with them. I did everything I was suppose. I just want my money back. This bed is huge and is a huge inconvenience to have in 3 large boxes in my house. I also cannot get a new bed frame without the money from this one. I just want my money back at this point and feel like I should not have to wait for a return as they are not able to do one correctly.

  

  Business Response

  Date: 05/19/2023

  We apologize for our customer's experience. We have gone ahead and granted the customer's request for a refund for Order ********** placed April 8, 2023. Please allow up to 10 business days to receive the full refund back to original form of tender used on the order. Customer may keep, toss or donate merchandise.

  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:05/14/2023

  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.

  I order a group of items from Kohls (Order #: **********). However, two items were missing. The *** for the missing items are: ******** and ********. I contacted Kohls and they mentioned to me that I would get a refund. I have never received my refund although contacted them too many times.Below is the link showing that the two items were never received:************************************************************************************************************************** You can also see the screenshots that show the tracking number of the items that were missing. If you check these tracking numbers, you will see that I never received two items. I need my money back

  

  Business Response

  Date: 05/18/2023

  We apologize for our customer's experience. Upon review of the received complaint, we verified that the two missing SKUs were previously refunded as requested. We confirmed that 12 pairs of pajama sets were refunded December 15, 2022 for $97.35 and SKUs ******** & ******** were included with that refund.

  Customer Answer

  Date: 05/20/2023

  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 spoke with the customer service many times and everytime, they assure to me that I will get the refund soon. The amount that they mentioned was for something else. They can show me a proof of refund if they are honest about it. However, I feel that they just want to make me sick of things. I don't respect the way they are acting and eating the customer's money. 

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

  

  Business Response

  Date: 05/22/2023

  Original Order ********** placed December 12, 2022 for 18 sets of Men's Sonoma sets and all 18 pairs have been refunded...
  
  Return 12/15/22 
  
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  
  ========================
  Return 12/18/22 
  
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  
  =========================
  
  Return 01/11/23 
  SKU ******** MENS SLEEP/LOUNGE 

  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.
  
  There was a mixup. However, if you check, you will see that two items were not delivered. I contacted the customer service many times and every time they admit that I must get the refund. The problem is that you are not giving me my money back. Yes, I returned some of these items and I got a refund. However, you never refunded me for the items that were never delivered.

  If you don't believe me, check the tracking information for all the items in that order. You will see that two items were not delivered.

  I am a university professor and don't have the time for the hassle. I don't know why ****** is eating my money. It is never a good thing to keep me as a customer and for the business's image. All you need to do is to check the tracking information for the items and you will see that two were never delivered. I sent you screenshots before and still shocked why you would not refund me

   

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

  

  Business Response

  Date: 06/02/2023

  Order ********** placed December 12, 2022 was for 18 set of various Men's Sonoma sets.
  
  We confirmed that all 18 sets of Men's Sonoma Pajamas have been refunded from this order, there is nothing left to refund.
  
  Return 12/15/22 Refund Amount $97.35 (12 sets)
  
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  
  ========================
  Return 12/18/22 Refund Amount: $60.86 (5 sets)
  
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  SKU ******** MENS SLEEP/LOUNGE
  
  =========================
  
  Return 01/11/23 Refund Amount: $12.17 (1 set)
  SKU ******** MENS SLEEP/LOUNGE 

  Customer Answer

  Date: 06/12/2023

  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 receive two items from the order. You can see the tracking information. I contacted Kohls multiple times and they admitted that I must receive my money.

   

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

• Initial Complaint

  Date:05/14/2023

  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.

  I made a purchase in store at ***********, ** ****** yesterday. It was $8.40. I used $5 kohls cash, but it only took off $4.63. I contacted ****** chat to ask why and a representative could not understand and a supervisor **** told me call the store. We got nowhere. This answer should have been able to be answered by customer service, but no surprise it was not. It is not even about the .27 I lost, it was about why?

  

  Business Response

  Date: 05/18/2023

  We apologize for our customer's disappointment.  Our internal partners are investigating the issue with ****** Cash Coupon as to why the $.37 cents was deducted since it wasn't redeemed prior to the customer's purchase.  We have accommodated the customer with a new ****** Cash Coupon for the frustration and confusion caused.  The coupon was emailed to customer on May 16, 2023.

   

  Thank you,

  Customer Answer

  Date: 05/19/2023

  [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. The company was very understanding and responsive. I appreciate their help and resolution a lot.
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:05/12/2023

  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.

  I have tried to return a pair of shoes to Kohls using the return label provided on the packing slip. I tried to ship at ***** and was told no such address exists and that my package was undeliverable to that address. Went to *** to try there. Same story. This is not an address that exists within the postal system and therefore I cannot return these shoes. I spent about 3 hours driving around town and on the phone to customer service twice to resolve this and their only answer was to tell me the address is correct and my only other option was to drive to a store, which is like asking me to fly to ******* given that I dont live anywhere near a Kohls (to get to one driving through ****** traffic would take me two hours there and two hours back). But my issue is that Kohls official form for returns directs packages to a fradulent address that no mailing service will send to. Directing customers to return items to a fraudulent address so that Kohls does not have have to refund my payment and can say the item was lost feels like Ive been hoodwinked. After the amount of time and energy I have expended (not to mention that postage is on me as is a $15.00 restocking fee) I offered to keep the shoes if they would offer me a 50% discount which is about what the postage and restocking fee would cost me, just so I dont have to waste any more time on this. They said no and offered me $10 is Kohls Bucks which is beyond offensive. If they cant refund me without asking me to either return to the post office which I already know refuses to send my package to an address that doesnt exist OR drive four hours as my only course of action, why would I ever use Kohls Bucks or believe theyd even honor them?

  

  Business Response

  Date: 05/16/2023

  We apologize for our customer's experience. Upon review of the received complaint, we verified that the Easy Spirit ****** Women's Low Wedge Dress Pumps (SKU ********) from Order ********** placed April 28, 2023 were shipped to directly to customer by Easy Spirit themselves. Unfortunately Easy Spirit did not have a valid return address for ****** Return Center.
  
  We apologize for the frustration and have processed a refund for the Easy Spirit ****** Women's Low Wedge Dress Pumps so customer can keep, toss or donate the shoes. Please allow up to 10 business days to receive full refund of the original order back to the initial tender.

  Customer Answer

  Date: 05/16/2023

  [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. 
  

  I would ask that this possibility be something your customer service agents and supervisors are made aware of, because it would save a lot of frustration for both customers AND customer service agents and supervisors if this were made known as a possibility. 

  Thank you for your understanding.

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

  
  

• Initial Complaint

  Date:05/11/2023

  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.

  I purchased a waterproof mattress pad via online in store pick up on 05/08/2023. Order Number: **********. This mattress pad is infested with bed bugs! See the attached photo for reference. I had opened the packaging on my sofa and now I am very concerned that my sofa and the rest of the living room is infested with bed bugs too. I am very disappointed with the quality of inspection on store items and I do not feel safe purchasing anything else from Kohls. Bed bugs are an OSHA violation and a public health pest according to www.epa.gov

  

  Business Response

  Date: 05/16/2023

  We apologize for our customer's disappointment.  We have confirmed there have been no bug outbreaks at Store 109 from where you purchased this item through a BuyOnline Pickup in Store.  As this product is not produced by ****** this concern would be addressed by the Manufacturer.  We have forwarded your information to the Keeco, LLC company who will be in contact with you shortly.

   

  Thank you,

• Initial Complaint

  Date:05/10/2023

  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 received 3 different kohls cash paper certificates but they never appeared in my awards account within the ********************** app. One was for (1) $70 exp date 4/25/23, (2) $56.90 exp date 5/5/23, (3) $15 exp 5/1/23. Total of all kohls cash equals $141.90. I was out of town and did not have the certificates with me and they were not showing on my app so therefore I could not use them prior to expiration date. I tried to use them on 5/10/23 and I was denied. I believe this is a lot of award money to lose for something that is faulty with the app. Id like ********************** to reimburse the rewards to me totaling $141.90. Thank you, *********************

  

  Business Response

  Date: 05/11/2023

  We apologize for our customer's experience. Upon review of the received complaint we did not see any evidence attached for ** to review. Please reply to the complaint and include a copy of the coupon themselves for ** to review further.

  Customer Answer

  Date: 05/12/2023

  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 SEE ATTACHED RECEIPTS**

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

  

  Business Response

  Date: 05/12/2023

  We are unable to research the two blue ****** Cash coupons, please resend and include the barcodes on the back.

  Customer Answer

  Date: 05/15/2023

  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 SEE ATTACHED COUPONS**

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

  

  Business Response

  Date: 05/19/2023

  Upon review of the coupons, we are unable to ***** any extensions to these coupons. The Return Blue ****** Cash as well as monthly Rewards coupons, have longer redemption periods than our ****** Cash coupons. Please be mindful of the redemption dates going forward. 

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *********************

  Customer Answer

  Date: 05/22/2023

  I am not satisfied because liability lies on Kohls for their app not properly tracking the kohls cash properly. I was traveling and did not have the paper copies with me to submit. If the app was working properly it would have captured the kohls cash allocated and I could have used it prior to expiring. Over $140 is a lot of kohls cash to lose that was rightfully earned. 

• Initial Complaint

  Date:05/09/2023

  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.

  bought 2 stool from khols that were from jla home. The stools were very poor quality and only lasted a month before falling apart. I wrote a review on the khols website about the poor quality and the response was from jla home. They said that the stools came with a one year warranty. I had to send photos and other proof which I did. The response was public to show that they were responding to my concerns but received a private email that said otherwise. Publicly, they had made it appear that the issue would be resolved. I gave a follow up review about the company not going through with the warranty and ***** refused to approve the review.

  

  Business Response

  Date: 05/16/2023

  We apologize for our customer's experience. Upon review of the received complaint, we verified that the customer did not contact ****** after JLA Home advised her to.
  
  Please know that ****** is proud of our return policy and could have returned the items in store for a prompt refund. As a one time courtesy we have gone ahead and processed a refund for both orders *********** & **********), please toss the stools. Going forward, if there is an issue with a kohls.com order, we encourage the customer to notify ****** directly at **************.

• Initial Complaint

  Date:05/06/2023

  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.

  I purchase an order online with kohls and the order was promised to be delivered May 5, 2023, however part of the order came early. Saturday when I called to inquire where the rest of my order was I was told by a kohls representative that the post office could not deliver and they could not tell me anything else. My problem is I asked for my refund and I was informed that they will not give a refund until the order is returned to them, I was confused because none of this was my fault, I ordered all those items together and if they had to separate the order for any reason then they should have given the delivery service the correct information, I received the first part so why didnt I get the second part of my item. I feel that is is wrong for them to hold my refund until those items are returned from the post office, I had nothing to do with any of this so why does it have to fall on the customer because clearly when ********************** split the order they did not give the correct address because why was it not deliverable. I should not have to wait for a refund what if the items are lost and are not returned, all of this has nothing to do with me they are the company and they should suffer the loss not me.

  

  Business Response

  Date: 05/12/2023

  We apologize for our customer's experience. Upon review of the customer's concern, we did not see an Order # provided for us to research. 

  Customer Answer

  Date: 05/12/2023

  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.]
  They said they do not have a order number it is #**********, I should not have to edit for my refund because none of this was my fault.
  Regards,
  
  ***********************

  

  Business Response

  Date: 05/19/2023

  Upon review of Order ********** placed April 27, 2023 we verified that this order included three items: Women's Vanity Fair Seamless Smoothing Spin Tank (SKU ********), Jockey Comfies Microfiber French Cut ******* (SKU ********) and RED HOT by SPANX Flipside Firmers 4-Way Shaping Tank (SKU ********)
  
  We confirmed that the RED HOT by SPANX Flipside Firmers 4-Way Shaping Tank (SKU ********) was delivered as promised. The two other items:  Seamless Smoothing Spin Tank (SKU ********), Jockey Comfies Microfiber French Cut ******* (SKU ********) were not delivered and refunded May 12, 2023 with $44.60 going back to the original form of tender used on the Order. Please allow up to 10 business days to receive the refund.

• Initial Complaint

  Date:05/04/2023

  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.

  On April 30, 2023 I made a purchase in the Kohls #**** located in *******, **. I attempted to exchange one of the items for the same item in a different size and color on May 4th at another nearby location, and purchase some additional clothing. The cashier stated I could select the new item and exchange it at the register with the new items I was purchasing. When I returned to the register she tried to complete the exchange but the item I initially bought showed a price of $46 in the system, and the replacement showed $48 even though it was the same item in a different size. The price on the label of both of the items was $48, so the cashier asked a manager for assistance. The manager stated the item I initially purchased was "white labeled" in their system and was priced $2 cheaper, even though the items were identical in every way other than size and color including the price marked online, on the sign in store, and on the tags attached to the product. After a few minutes at the register I decided it wasn't worth my time and effort to argue further and offered to pay the $2 difference just to leave the store and continue my day. The manager told me I would need to complete the transaction at the **************** desk since the items were not the same price. I purchased the new items and proceeded to complete the exchange. Once I got to the **************** desk the agent was as confused as me and questioned why it was different, so she asked for manager support. A different manager showed up to assist and while she was looking at the items and receipts the manager initially involved approached and loudly stated "I already told him it was white labeled and the price was $2 more!" Not wanting to be there any longer I told the customer service agent I would happily pay the difference and be on my way. She returned the original item, but when she rang up the new item it was $15 more due to rewards calculations and a coupon used in the initial transaction.

  

  Business Response

  Date: 05/05/2023

  We apologize for our customer's experience. In the event that a customer would need to complete an even exchange (same item and price, different size or color) for an item, this can be done with a receipt at any register. An even exchange must be exactly even (based on the original or clearance marked price tag) in order for an exchange to be processed. If the items are not an exact even exchange, a return will be recommended.
  
  For example: An item purchased at $19.99 but original price is $24.99 can only be exchanged for the same item (different color/size) at $24.99.
  
  In the event the item is not available in the store for purchase but is available online, the even exchange involves another step. Customer would need to purchase the same item in the desired size. Once the merchandise is received bring to a local ****** store for a return so that the returned item can be exchanged. Again, original price or clearance price must match the merchandise being exchanged.

  Customer Answer

  Date: 05/06/2023

  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 return policy is clear. The item being returned and the exchange item were EXACTLY the same, other than color and size, therefore the exchange should have been completed at the register with my receipt as described in your response. Same manufacturer, same style, same tag, and picked from the same rack.  The only difference was size and color.  Three of your in-store employees (the original cashier, a Department Manager, and your rep at the **************** desk) agreed it was the same item, but the Manager that was called to assist didn't even look at the items before stating they had to be the same.  After leaving your store I spent 90 minutes on the phone with ****** **************** attempting to resolve the issue, most of that time holding for an agent because, as your recorded message states, "you are experiencing high call volume".  When that didn't work I filed this complaint.

  I am still in possession of an item of clothing that is useless to me because it is one size too large.  Enough time has been wasted trying to resolve the issue, will I be able to exchange the item?
  
  Regards,
  
  *************************

  

  Business Response

  Date: 05/12/2023

  If the customer is trying to exchange the 
  >MENS B&T APPAR ************ $46.00 
  (last item on the receipt from 4/30/23)
  
  *This must be exchanged for the same item at original price of $46.00
  
  If the item is not $46.00 then the associate will recommend returning and repurchasing the item.

  Customer Answer

  Date: 05/18/2023

  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 find it absolutely ridiculous Kohls will not permit the even exchange of the exact same product for the correct size.  Returned last week to the store and returned the product as suggested, and purchased the correct item (SAME manufacturer, SAME item, one size smaller). Return amount was $14 less due to Kohls cash that was used in the initial purchase but not credited on the exchanged item.  Paid the difference to have a usable item but will not visiting this business in the future.  
  
  Regards,
  
  *************************