Complaints
This profile includes complaints for Kohl's Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,625 total complaints in the last 3 years.
- 680 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/13/2022
Type: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.
Hi, I am writing to get help with my missing/damaged packages. I did not receive the missing package and I did not receive a refund for it. I also have three packages that arrived with damages.order number: ********** product name: Shark Rotator Powered Lift-Away TruePet Self-Powered Upright Bagless Vacuum (NV752)Tracking number: 1Z3X99240320130096 Price: $195.49 Status: not received, filed a claim with *** (*** issued a refund to Kohls)order number: ********** product name: Shark Vertex DuoClean PowerFins Upright Vacuum with Powered Lift-away & Self-Cleaning Brushroll (AZ2002) Tracking number: 1Z3X99Y70320154507 Price: $191.24 Status: This item is damaged when arrive, did not receive a refund Order number: ********** Product name: Shark Vertex DuoClean PowerFins Upright Vacuum with Powered Lift-away & Self-Cleaning Brushroll (AZ2002)Tracking: 1Z3X99Y70310171678 Price: $191.24 Status: Package returned to Kohls due to damage at arrival, did not receive a refund.Order number: ********** Product name: Shark Vertex DuoClean PowerFins Upright Vacuum with Powered Lift-away & Self-Cleaning Brushroll (AZ2002)Tracking: 1Z3X99Y70370143434 Price: $191.24 Status: Package returned to Kohls due to damage at arrival, did not receive a refund.I would like to get a FULL refund for the missing item, and a replacement or refund for the damaged item.Thanks,Mia
Business Response
Date: 12/14/2022
We apologize for our customer's disappointment. Our records indicate the the Kohls.com order ending in **** with tracking ending 096 was damaged in transit. We H3331313036353831****Hed SKU ending **** on 12/14/22 with $195.49 going back to the **** card ending in ****. The refund back to the **** card will post within the next seven business days. The same for order ending **** with tracking numbers ending 507 and 678; we H3331313036353831****Hed two (2) of sku ending **** with $382.48 and Order ending 882 for one sku ending **** under tracking number ending **** with $191.24.
Thank you,
Customer Answer
Date: 12/14/2022
[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:12/13/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased 2 sweatshirts online in a size small. When my order arrived, I noticed they had sent me a size medium in both. I called customer service and was told I could dispose of or donate the sweatshirts and I would receive a refund. This was on 11/26/2022, as of today I still have not received a refund. I have called customer service 4 times and just as recently as today and asked to speak with a supervisor, I was transferred to a voice mail. I will not be ordering from Kohls's in the future. Order#********** $99.98Business Response
Date: 12/13/2022
We apologize for our customer's experience. Upon review of Order ********** placed November 16, 2022 for Men's Under Armour Rival Fleece Big Logo Hoodie (SKU ********) and Men's Under Armour Rival Fleece Big Logo Hoodie (SKU ********). We verified that these two hoodies were refunded December 12, 2022 with $99.98 going back to the original form of tender, please allow up to 10 business days to receive.Initial Complaint
Date:12/12/2022
Type: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 visited Kohls.com on 12/04/2022. I placed two orders, Order ********** for $116.53 and order ********** for $103.81. I received my both my orders in pieces over the following week. I am missing five items, I am missing two packs of ladies' underwear, a 3 pk of gloves, a pair of boots, and a pajama set in 3x. I reached out to live chat on Kohls.com on 12/12/22 about the missing items. I explained to them I wanted my items shipped to me that were missing. I had reached out to *** about my missing items and the items were being returned to sender because of a wrong address placed on the order by Kohls. I don't understand why the address was wrong because the other pieces were delivered with no problem. I spent over a hour on the chat not getting helped and just bounced around to "account manager" to "account manager" because they were all having problems with their system. They told me they couldn't replace my items but offered a refund and Kohls cash. Since I used gift cards, I explained to them that I used the gift cards and no longer had them and couldn't accept a refund. I was not offered reasonable substitutions either.Business Response
Date: 12/16/2022
We apologize for our customer's experience with not receiving merchandise from two orders.
For Order ********** placed December 4, 2022 with a $105 ****** Gift Card and $11.53 Mastercard).
Customer ordered Women's Sonoma Goods For Life Flannel Pajama Pants & Pajama Top Sleep Set (SKU ********) Customer Paid $21.34
*This was refunded December 15, 2022 for $21.34 as a KMC (****** Merchandise Credit)
Customer also ordered Women's MUK LUKS 3 Pair Pack of Gloves (SKU ********) Customer Paid $11.53
*This was refunded December 15, 2022 with $11.53 back to Mastercard
-----------------------------------------------------------------------
For Order ********** also placed December 4, 2022 with $103.81 ****' Gift Card
Customer ordered Women's Fruit of the Loom Signature 5-pack Ultra Soft Brief ***** Set 5DUSKBR (SKU ********) AND Fruit of the Loom Fit For Me 6-Pack Brief ***** Set 6DKBMRP (SKU ********) Customer paid $15.37 for each package ($30.74 total)
Customer also ordered Sonoma Goods For Life Lumbar Women's Wedge Hiker Boots (SKU ********) Customer paid $34.14)
All 3 items were refunded December 15, 2022 to a KMC (****** Merchandise Credit) for $64.88 ($15.37, $15.37 & $34.14) These merchandise credits were mailed to the address provided in the complaint. Customer must allow at least 10 business days to receive.
If customer does not receive by January 3, *********** reopen this BBB Complaint ID ********Initial Complaint
Date:12/12/2022
Type: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.
Misled to buy products Made purchases to receive the rebate Kohls Cash. When I tried to redeem I was told the kohls cash cant be used for Sephora Kohls. Prior to purchase, I was informed that the Kohls cash can be used at any Kohls SephoraBusiness Response
Date: 12/14/2022
We apologize for our customer's experience. Please know that ****** Cash Coupons are an incentive if you choose to use/redeem. ****** Cash is not a legal tender and does have restrictions that include (1) Sephora at ****** merchandise; (2) ****** Cares cause merchandise or other charitable items; (3) Gift Cards; (4) price adjustments; (5) payments to a ****** Card or any third-party charge account or; (6) any services or fees, including taxes and shipping. This information is found on the coupon itself as well as https://www.kohls.com/feature/kohls-cash.jspInitial Complaint
Date:12/12/2022
Type: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.
Hi, I am writing to get help with my missing/lost package. I did not receive the package and I did not receive a refund for it.order number: 6299712825product name: Shark Rotator Powered Lift-Away TruePet Self-Powered Upright Bagless Vacuum (NV752)tracking number: 1ZY658900360132341 price: $195.49 status: not received, label created but never get scanned by *** order number: 6302066714product name: Shark Vertex DuoClean PowerFins Upright Vacuum with Powered Lift-away & Self-Cleaning Brushroll (AZ2002)tracking number: 1Z3YA6290330207192price: $191.24 status: not received, *** issued refund to Kohls order number: 6302066714product name: Shark Vertex DuoClean PowerFins Upright Vacuum with Powered Lift-away & Self-Cleaning Brushroll (AZ2002)tracking: 1Z3YA2920310129676status: This item is damaged when arrive.order number: 6305885433product name: Shark Stratos DuoClean PowerFins HairPro with Self-Cleaning Brushroll Upright Vacuum (AZ3002)tracking: 1Z3YA1590310165012price: $429.99 status: lost in transit I would like to get a FULL refund for the missing/lost item, and a replacement or refund for the damaged item.Thanks,*******Business Response
Date: 12/14/2022
We apologize for our customer's experience with not receiving four vacuums from three orders. We have gone ahead and processed refunds back to the original form of tenders used on each order-please allow up to 10 business days to receive.Customer Answer
Date: 12/14/2022
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 full refund for this.
Regards,
**************Business Response
Date: 12/17/2022
Customer needs allow adequate time for processing as customer requested refunds from three orders. We asked customer to allow ten business days to refunded, customer may contact the ******************** after the ten business days has passed, so December 29, 2022. If customer still feels the refunds are incorrect, ****** will need examples on what customer feels has not been fully refunded after December 29, 2022.Customer Answer
Date: 12/19/2022
[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:12/12/2022
Type: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.
Received defective item. Ordered Keurig descaling solution. Arrived bottle in plastic bag inside a box.Solution leaked all inside the plastic bag.Cant used half / empty container .I was shipping back but the return label isnt attached as statedBusiness Response
Date: 12/13/2022
We apologize for our customer's experience in receiving Keurig Descaling Solution (SKU ********) not packaged correctly. Upon review of the received concern, we confirmed that customer paid $9.01 for the descaling solution and that the customer called in 12/07/22 to advise ****** of the defective merchandise received and $8.01 was credited back to the original form of tender. We have gone ahead and credited the remaining $0.91 back to the original form of tender. Please allow up to 10 business days to receive.Initial Complaint
Date:12/12/2022
Type: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 a Toastmaster immersion blender on 11/23/22 (order #**********) and submitted the form and receipt for the $12 rebate that was offered through the ****** Rebate Center. Today I received an email that my rebate had been denied, and the reason was "missing receipt." I had included the original packing slip per along with the **** per the instructions on the rebate form. When I visit the linked website to inquire about why the rebate was denied, the chat feature is disabled every time I try to use it, and the "send email" feature does not work. The included customer service phone number does not connect to anything. Thus I am left with a denied rebate after I properly submitted all the required information and no place to contact customer service to resolve the issue.Business Response
Date: 12/13/2022
We apologize for our customer's disappointment. We have verified the Rebate Tracking # ********** is missing the receipt information; however, our Rebate Vendor will issue the $12 **** Prepaid Card as we were able to provide the receipt information to them. The card will be mailed within fifteen business days.
Thank you,
Initial Complaint
Date:12/12/2022
Type: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 for a few sets of lego pieces on November 6. I was promptly emailed about a week later saying that it was delivered. After about 3 days of still not receiving anything, I contacted kohls and was told that a full refund had been issued.It has now been over a month and only 1/5 items have been refunded. I have contacted kohls about a dozen times and every time I am told that the full refund for the entire order has been processed, but thats not true. Only 1/5 items have been refunded, despite the fact that none of the items were successfully delivered.The order number is **********.The case number is 221110-046693.I would like to be refunded for the entire order due to not receiving my order, as promised by several kohls customer representatives.Business Response
Date: 12/13/2022
We apologize for our customer's experience. Upon review of Order ********** placed November 6, 2022 for five LEGO Star Wars AT-AT ***** (SKU ********). One set was refunded 11/17/22 another set was refunded 11/30/2022 and then the remaining three were refunded 12/13/2022. Please allow up to 10 business days to receive refund back on original form of tender used on order.Initial Complaint
Date:12/11/2022
Type: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 150$on ****** cash I was unaware of. I was told I have a grace ****** to use it, until December 16th, that in order to use said kohls cash I had to place an order with my money call back in request they use my ****** cash and refund me my 159$ well now after confirming it with 3 people they cannot do it and refuse to do so. I just want my ****** cash money back and my money returned to me like they said on their recorded lines had to happen I did exactly as they said and now they refuse to return my money. I'm highly upset I spent 3 hours on the phone with people who refuse to do anything at all. They just want me to eat that money and I refuse to do so whether I have to file here and elsewhere I will be having my money back. And I doubt I'll continue to shop with them there is always an issue with them every time I order and they refuse to ever make it right and I'm sick of it. I didn't shop with them for 2+ years over something similar and I'm about to go back to it. ****** has good points but also has so many bad. Please use my ****** cash and give me my 150$ back!Business Response
Date: 12/12/2022
We apologize for our customer's experience. Upon review of customer's concern, we verified that the customer called the ****** Call ********************** today December 12, 2022 and her $150 ****** Cash was applied to Order ********** per her request.Initial Complaint
Date:12/11/2022
Type: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.
Order ********** was not delivered and a refund was promised in its entirety (*******) for the order.I have only received refunds in the amount of ******* and ****** which totals *******. As I was promised a full refund for the order, I request the remaining $550.02 be returned via my payment method of mastercard as promised.Business Response
Date: 12/13/2022
We apologize for our customer's experience. Upon review of Order ********** submitted November 20, 2022. We verified that our call center team did request a refund of the entire order however two items were not credited. We have gone ahead and refunded the Beats Studio3 Wireless Headphones (SKU ********) and Beats by ********** - Beats Fit Pro True Wireless Noise Cancelling In-Ear Headphones (SKU ********) for $549.98 going back to the original form of tender used on the order. Please allow up to 10 business days to see refund.Customer Answer
Date: 12/15/2022
[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.
Kohls, I highly recommend you start sending email confirmations.
Regards,
*********************
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