Complaints

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

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  Kohl's Corporation

  N56W17000 Ridgewood Dr Menomonee Falls, WI 53051-5660

  
• 

  Kohl's Corporation

  3550 Salzman Rd Middletown, OH 45044-9401

• 

  Kohl's Department Store

  2850 Centre Dr Fairborn, OH 45324-8611

• 

  Kohls Department Store

  10353 Indianapolis Blvd Highland, IN 46322-3509

• 

  Kohl's

  3802 Midway Rd Goshen, IN 46526-5852

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:01/17/2023

  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.

  purchased my wedding ring at ****** in *******, **. in 2/2016. When I purchased the ring I inquired about a warranty and how I would go about getting a repair done in the future if something were to happen to the ring. I was assured that even though they did not offer a warranty or have a jewelry repair department that my purchase would be protected under ****** return policy. I have the original receipt as well as documentation from ****** website that states back when I purchased the ring that they offered a hassle-free return policy where you could return any item at any time, for any reason, with or without the receipt. About a month ago while bathing my daughter one of the stones must have fallen out and went down the drain. I immediately contacted the ****** location that I bought the ring from and explained what happened and asked what my options would be. The store manager returned my call but the *** code was no longer in their system so they would not be able to issue me a credit but if I called the corporate office they could issue me a refund check and resolve my issue. called the corporate office and could not get through to anybody so I wrote a letter the president and explained my situation and requested a call back. I received a letter in the mail on 1/2 from the executive correspondence lead stating she had reviewed my concerns and regretted to inform me she would not be able to return or even offer a merchandise credit. She then stated in her letter that they have always had a return policy in place of 16 months but they have now gone to a 180-day return policy to align themselves with other big box retailers. She left a direct number in case I wanted to discuss the matter further.She returned my call today and the level of unprofessionalism and lack of customer service was atrocious. Shetold me there is nothing she is willing to do because she has been an employee for 15 years and there has never been a hassle free return policy with ******.

  

  Business Response

  Date: 01/30/2023

  We apologize for our customer's experience. ****** is very proud of our generous return timeframe of 180 days from original purchase date, 60 days for Sephora Beauty and 30 days for electronic/excluded merchandise. Even prior to the current 180-day return policy, Kohls still had limits on its ability to process returns. To process a return, Kohls must be able to locate your purchase in our systems.  If Kohls is able to locate the merchandise, then it may process your return in accordance with its applicable return policy.  If Kohls is unable to locate your purchase, or if the return is not consistent with the applicable return policy (e.g. beyond the return period), then Kohls is unable to accept the return. 

• Initial Complaint

  Date:01/17/2023

  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.

  I received a message from ****** that I won an air fryer and all I had to do was fill out the form and pay $8.95 with a **** ,or debt card and they would send. it out. This was ordered on 12-30-22. I have never received this item. I would like to have my money back or the item. Thank you

  

  Business Response

  Date: 01/21/2023

  We're aware of several third parties and potential malicious actors that are offering ****** gift cards, rewards and free gifts. They are commonly delivered through pop-*** ads or direct emails.I assure you that ****** is not affiliated with any of these organizations and we do not endorse or sponsor their programs. We suggest you file a dispute with the card used.

• Initial Complaint

  Date:01/17/2023

  Type:Sales and Advertising 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.

  Date of the transaction - 11/21/22 Transaction Total - $4,384.54 Kohls Order # - ********** I placed an order on Kohls which consisted of 5 AT-AT lego sets that totaled the amount of $4,384.54. After a week after when the items were supposed to be delivered they had not arrived to my house. I contacted Kohls regarding the issue and they confirmed that I would receive the total refund within 7 days. I only received the refund for 1 item and had to contact Kohls's every single week because they would delay my refunds. I have only received a refund for 3 out of the 5 items from my order. I recently contacted Kohls through online chat and their phone number in which they said I would receive my refund within 7 days but have yet to receive my last 2 refunds. I think Kohls keeps delaying my refund on purpose. I will show screenshots of the purchase amount including the 3 refunds I have received. I still need a refund for 2 items. I included screenshots of all of my transactions, including refunds, and the chat messages confirming I should receive the refund but have not.

  Customer Answer

  Date: 01/19/2023

  **SEE ATTACHED DOCUMENTS**

  Customer Answer

  Date: 01/20/2023

  [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. 

  Hi I finally received the rest of my kohls refund. Thank you all very much 
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  Date:01/15/2023

  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.

  Sunday January 15th I went to the ****** store in ********* ** to purchase a Amazon fire stick. I went to the customer service ********************** for assistance. A lady contacted someone to help me. I was told to go to the electronics department and someone will come to assist me. Customer service representative gave the associate a description of what I was wearing. A male associate approached me never said hi or anything he said he has 1 left. He handed it to me. I asked are they difficult to setup he said he didn't know nothing about them or used one and walked away. He definitely was having a bad day. No greeting, thank you or offered me any assistance. When I got home the fire stick remote was incorrect and damaged. This product was returned from a previous customer. They kept the newer model remote and returned the fire stick from a older version remote. I tried calling them over a dozen times. Unable to get a human. I don't have transportation had to get the bus. Horrible service and defective and incorrect products packaged for resale.

  

  Business Response

  Date: 01/21/2023

  We apologize for our customer's experience with purchasing used merchandise. Our associates ask all customer when returning merchandise if product was used so that we don't sell to another customer. Unfortunately a previous customer was dishonest. Please know that ********************** purchases must be returned in store. Premium electronics have a 30 day window per posted signage and receipt .

• Initial Complaint

  Date:01/13/2023

  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 placed an order using $79.99 in ****** cash and cancelled the order. While the order was cancelled, I never got my $79.99 in ****** cash returned to me. This is an unfair business practice and I'm asking that my ****** cash be returned to me appropriately.Regards

  Customer Answer

  Date: 01/17/2023

  Hello,  I reached back out to ****** **************** last night to try to get my ****** cash back of $79.99 and they gave two different answers.  Both which required me to wait hours or either ***** hours.  Meanwhile, the items that I wanted have sold out and are no longer available.  

  Customer Answer

  Date: 01/19/2023

  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.
  
  The Cash was put back and I managed to use it.  I'm not happy with Kohls anymore and contemplating severing ties after many years a Cardholder. 

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

• Initial Complaint

  Date:01/12/2023

  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.

  In November I placed an order for two (2) purses. Order No. **********. One was for Gray color and one was Sand color. Both were in stock. Received 2 purses - one was Gray and one was dark brown color...definitely not the Sand color shown. I called, I chatted and waited forever for someone to help. Finally the agent said she would ship me a Sand color purse as I had requested. She said it was in stock. I received another dark brown purse...definitely not the Sand color. This time I contacted ****** by Chat and I was promised a refund. Refund reference # is 221211-023978. You should have a copy of the chat. I have a copy too. Today (Jan 12) it has been ONE MONTH since this chat. No refund. So I chatted again (so I could have a written record). I waited forever for an agent. Waited and waited while she (****) "checked on this". She said she could not help and gave me to the "Supervisor" -- and I use that term VERY LOOSELY. Her name is ****************** You should have a copy of the chat. I have a copy too. ****************** made NO attempt to help. She said "call the phone team". I told ******* this was unacceptable and I would be contacting BBB. Her response was "I hear you". It is obvious that ****** has LOUSY customer service. We customers wait and wait when we call on the phone or in the chat and are asked the SAME info over and over, and wait some more while the agents and lousy supervisors "check on it" and are then handed off to a new agent or supervisor and have to start all over again with the info...This is unacceptable. I have filed this complaint with BBB to get action and receive my refund as promised and deserved. That is apparently the ONLY way we can get some action from your company. I have let my friends and family know about this experience and will continue to spread the word. It is totally unacceptable. There's so many better places to shop. DO NOT call me. I will not answer. ALL CONTACT must be made by email or letter.

  

  Business Response

  Date: 01/21/2023

  We apologize for our customer's experience with receiving an incorrect color handbag twice. We have verified that the two handbags from Order ********** have been refunded. We have also shared the concern with our internal partners to investigate the possible discrepancy. 
  

  Customer Answer

  Date: 01/23/2023

  [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:01/12/2023

  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.

  I ordered shoes on November 25 2022 which I received that was too small I sent them back on December 8 2022 I had to pay $22 to return them I call to see had they received them they say they did and a refund of $57 will be refunded in 30 days I asked why they taking so long to put it back on my debit card when they had the shoes for over two weeks so I reached out again after 30 more days which was yesterday they are now saying 30 days again I just want my money back.I should have to wait this long for a refund when they got my money off of my card in a matter of minutes.so I sure hope you can help me.

  

  Business Response

  Date: 01/21/2023

  We apologize for our customer's experience. Upon review of Order ********** placed November 25, 2022 for one pair of **** Run Swift 2 Women's Running Shoes (SKU ********) this order was fully refunded January 11, 2023 back to the customer's original form of tender.

• Initial Complaint

  Date:01/11/2023

  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.

  I purchased a Step 2 Hot Wheels Extreme Thrills Coaster (sku ********) on November 13, 2022. Order number **********. Two out of three of the boxes were delivered. Upon further investigation with ****** it was declared that the package was lost. On December 12, 2022 I contacted ****** to resolve the issue as this was the only Christmas gift I had planned for my sons. The item was out of stock, so I contacted Step 2 to see if they could help. At first they said they could helped, but then let us know that the parts that we were missing were also our of stock from their facility. On December 20, I contacted ****** requesting I refund for the purchase. They quickly offered to refund my order plus an extra $20 for the hassle which sounded great. I was told I would receive an email confirmation once the refund was processed, roughly 7 days. I waited patiently for 7 days, then 10 days and still no refund. I contacted customer service again and was told it would be another 2-4 days. That time passed, and I again contacted customer service. I was assured the refund would be in my account within the next ***** hours. That time passed as of last Friday, 1/6/22, and I again contacted customer service. I was told in the next 4 days the money would be refunded and there was "nothing else they could do." We have again hit that threshold and I still have not received a refund. The charge is for $373.18. That is not pocket change for me, and I had to purchase another gift to replace the one that didn't arrive. I need my money back, and at this point for the hours I have spent trying to solve this issue I would like compensation for my time.

  

  Business Response

  Date: 01/21/2023

  We apologize for our customer's online experience. Upon review of ********** placed November 13, 2022 for one Hot Wheels Extreme Thrill Coaster (SKU ********) ****** fully refunded this order January 9, 2023 and we also asked Step 2 to contact the customer directly to resolve the missing part concern.

  Customer Answer

  Date: 01/21/2023

  [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 received a refund within 24 hours of making my complaint to the BBB. However, it did not include the extra $20 that ****** had initially promised, nor did I ever receive an email with any confirmation of the refund from ******. I do not have the time to pursue this any further, so I will take this as satisfactory. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:01/10/2023

  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.

  I had a problem getting Kohls $50.00 eGift card delivered to a recipient. When I contacted Kohls customer service for help, they gave me the runaround. At the end of an arduous discussion with a rep who couldnt answer basic questions, I asked for a refund. They said they issued the refund and a $10.00 Kohls cash to my account. It would be processed within seven days. As of today, nothing. Note that this occurred on December 22, 2022, so even if we counted only business days, the refund and the Kohls cash has still not been received in a timely manner. Reference ID number given to me is 221222-032873. But who knows if even that is real?

  

  Business Response

  Date: 01/23/2023

  We apologize for our customer's experience. Please reply to the concern with the Order number so that we may research further.

  Customer Answer

  Date: 01/23/2023

  [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 ********. Order number is **********.

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

  
  

  

  Business Response

  Date: 01/24/2023

  Per our internal financial partners The $50 was returned back to the original form of tender used on Order **********. Please allow up to 7 business days for processing.

  Customer Answer

  Date: 01/24/2023

  [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 ********. I was given the same exact response (seven days), but nothing. How do I know that this will indeed be processed?
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:01/10/2023

  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 placed an order (the only product my son wanted for his birthday) on 1/3. The estimated delivery was 1/6-1/10. The order status remained in fulfillment. I called on 1/6 to inquire. They told me I had to wait until 1/10 to call back before they can research but that this is from a foreign entity and they had no way to track but not to worry. I called today as its still in fulfillment. They escalated it escalation number 230110-002751. I then received an email that they canceled my order. They have no way to get it. I called back and they said sorry nothing they can do. This is false advertising, they lied to me and have left me 24 hours yo get this item. The lack of compassion or any alternative options and the dismissive nature is horrible. I asked to speak to someone else and they refused. If they are a vendor for this product they need to advertise this for transparency for buyers to make informed decisions especially when sensitive timing is important.

  

  Business Response

  Date: 01/18/2023

  We apologize for our customer's experience. Upon review of Order ********** placed January 3, 2023 we confirmed that demand for this jersey exceeded supply and ****** was unable to fulfill the order hence the cancellation. 

  Customer Answer

  Date: 01/18/2023

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