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

• 

  Kohls Department Store # 1086

  3175 S 25th E Ammon, ID 83406-5732

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:08/15/2022

  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.

  There seems to be confusion with the kohls cash policy. This is now the second time I have went into a kohls store where staff are not familiar with how kohls cash work. **************** and corporate have both advised that stores should be merging receipts if two receipts within the same earning period total over $50 before tax. I was also advised by **************** that the customer service ********************** should be merging online and in store purchases if you shop both. Some of the newer employees are not properly training and denying customers the kohls cash they would have earned when receipts are merged. I need clarification from corpate. Part of the reason I only shop at kohls is because of all of the rewards. If I can no longer combine online receipts as well as in store receipts, this may cause me to stop shopping with the store.

  

  Business Response

  Date: 08/15/2022

  We apologize for our customer's disappointment. Our policy states that ****** Cash must be earned on one transaction. It sounds like our store may have combined our customer's receipts to earn ****** Cash previously as a courtesy, but this is not part of our policy. 

  
  

  Thank you. 

• Initial Complaint

  Date:08/13/2022

  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 July 28, 2022 I placed an order online at kohls.com order number ************. I had just moved to ******* and I didnt realize that I had the wrong name of the town for the order. Quickly after realizing I contacted ***** to reroute the package to the correct address. I spoke to an agent and a supervisor. The order totaled $172.22 with $50 coast cash used to words that purchase and a total of $87.89 paid. The supervisor I spoke with claimed but as a courtesy he will refund me the $87.89 along with the $50 cause cash. I have yet to see neither refunds or any of my products. I would like my $50 Kohls cash back please along with the amount paid on my credit card of $87.89 as promised thank you. Needless to say this order shouldve never been processed since the billing information does not match the information on my bank

  

  Business Response

  Date: 08/16/2022

  We apologize for our customer's experience. We processed a refund for order number ********** on 8/15/22. A refund in the amount of $87.89 will post to our customer's **** card ending in **** within 7 days. We also emailed a $50.00 ****** Cash coupon to our customer as part of the refund. The ****** Cash coupon will be valid for 30 days.

  
  

  Thank you. 

• Initial Complaint

  Date:08/12/2022

  Type:Delivery 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 am writing to let someone know, if there is any interest, just how your shipping departments are sending out the orders, the photographs are attached. I ordered two (2) pillows, and what looked like a nice shirt until it was received from your OH shipping facility in this condition. I have tried to get in touch with someone, anyone at all, but I am told by your customer service phone number that there is no one I can contact for Kohls to show what is occurring, which I find unacceptable as Im sure others do as well. I also sent an email to the kohls customer service email address and received an automated email response that states they will not even monitor the customer service emails, the photograph is also attached. I do not understand why this is how my order was received but I would like to know what Kohls plans to do about this terrible customer service before I place any further orders. ***** Juno

  

  Business Response

  Date: 08/15/2022

  We apologize for our customer's disappointment. Unfortunately, the email address that our customer previously attempted to contact us by is unmonitored. In the future, our customer may use our chat feature or call us with any questions or concerns that they may have.

  
  

  Upon review of our customer's photos, we are unable to determine the nature of our customer's issue. The first picture of the torn shipping label occurred while the package was in transit with the carrier, but we are happy to hear that our customer received their package.

  
  

  The picture that shows the pillows and the shirt, we can see that the pillows are packed neatly in the box, but the shirt appears to be unfolded and wrinkled laying on top of the pillows. If this is how our customer received the shirt, we apologize that it was not folded on top of the pillows.

  
  

  If there is any additional information that our customer would like to provide regarding this matter, please have them respond to this complaint. 

  
  

  Thank you. 

  Customer Answer

  Date: 08/15/2022

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

   

  The issue was in regard to the *********************** shirt that was purchased with the pillow order.  This shirt wasnt just not folded, the issue was that the shirt was crumpled into a ball of sorts and shoved in between the pillows that I had to pull out to see it, please enlarge the photographs sent to you. I assumed which maybe I shouldnt have, that Kohls would expect to provide their customers with high quality service and this type of service is way below even poor.  Unfortunately, as noted from your response, there is still no one at Kohls that cares at all about this type of customer service.  I believe that this type of service seriously reflects on Kohls as a whole, and you dont even offer at the very least, advisement that this will get corrected and will not occur again on anyones online orders. 

  

  Business Response

  Date: 08/16/2022

  Thank you for your response and for providing more information regarding this issue. We apologize that our customer feels that ****** does not care about their issue, as this is not the case. We were unable to determine exactly what had occurred based on our customer's original message and that is why we asked for more information. We appreciate our customer for doing so.

  
  

  Our customer's order was fulfilled and shipped by one of our stores. We do not expect our associates to ball up clothing when packaging an order and we greatly apologize that our customer received their clothing item this way. This is unacceptable and we have forwarded this feedback to the store that packaged the order to provide coaching to the associate to ensure that this does not happen again.

  
  

  We apologize for the inconvenience that this has caused.

  
  

  Thank you. 

  Customer Answer

  Date: 08/16/2022

  [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,
  
  ***** Juno
  

• Initial Complaint

  Date:08/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased items on the 1st of August and still have not received. Called the office and was told to repurchase items and they could send over night. Also if I ever received initial item to then return. Spoke to representatives who were rude and advised there is no resolution for this. I been placed on hold for more than 30 minutes multiple times and still no apology. I have ordered from them many of times and not once have I ever had this issue. Bottom line I want a refund for merchandise that I did not receive.

  

  Business Response

  Date: 08/11/2022

  We greatly apologize for our customer's experience. Upon review of the tracking information for order number **********, there was a *** transit delay in our customer's shipments. Our customer's order will be delivered on 8/13/22.

  
  

  We apologize for the inconvenience that this has caused.

  
  

  Thank you. 

• Initial Complaint

  Date:08/07/2022

  Type:Delivery 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.

  Order placed July 29, 2022 for Shark Cordless Vertex Pro Powered Lift-Away (ICZ362H)NO SIZE, **** Quantity: 1 SKU #******** Delivered on August 2, 2022 We returned from travel on the morning of the 7th of August excited to plug in the battery for the vacuum to get ready for later in the day until we opened the box. Once the box was opened we were disgusted because they sent us a used vacuum. Dirt fell out of the hose on to our floor not to mention the battery and accessories were missing. During a time our country is trying to recover from two years of Covid and other diseases it was ok to send a used cleaning item that has now introduced dirt and who knows what in our home and to top it off we paid for Kohls to do that believing we were getting what we paid for. We spoke with customer service on the mobile chat and they immediately refunded our money but left us with having to dispose of this item, we would have preferred to just received what we paid for the first time. Besides the inconvenience the part that needs to be known is they are sending items that could be a health hazard because we have no information where this vacuum was used previously prior to exposing our home to what ever was still in it. We have 5 children one with health issues and this concerns us if it continues to happen.

  

  Business Response

  Date: 08/08/2022

  We greatly apologize for our customer's experience. Upon review of order number **********, we show that the order was fulfilled by one of our stores. No customer should ever receive a used item from us and we apologize that our customer received a used vacuum in their order. We have spoken to store management regarding this incident to ensure that something like this will not happen again.

  
  

  We greatly apologize again for our customer's experience.

  
  

  Thank you.

  Customer Answer

  Date: 08/08/2022

  [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:08/07/2022

  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.

  Hello, I really like shopping at ****** especially because my credit card provider gives me a higher % of cash back when I shop at your store. My only complaint is you don't sell the Fenty Skin Fragrance Free Face Wash. Its an inconvenience to have to use my card at 2 different merchants when I should be able to get all my stuff at one place. I have mild acne, I have to use fragrance free - you only sell the fragrance one. Please consider being more universal with Fenty Skin products, specifically their fragrance free products. Thanks !

  

  Business Response

  Date: 08/08/2022

  We apologize for our customer's disappointment, but appreciate their feedback regarding our product. We have forwarded this information on to the appropriate department for review to see if the non fragrance version of this product is something that we may be able to carry in the future.

  
  

  Thank you.

• Initial Complaint

  Date:08/07/2022

  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 placed an order on Kohls.com yesterday. My billing and shipping addresses are different. When I placed the order, their system used my billing address for shipping instead of the address I entered. Ive called and requested that they correct the address or refund my money. The order has not shipped and they have refused to correct the issue. They state that after the order ships they can request that it reroutes back to them and they will refund my money 30 days after receiving the merchandise. This is unacceptable considering I cannot wait 30 days to repurchase the items and I do not have the money to place a 2nd order which is what they advised me to do. It seems as though they are taking money from people and then trying to get them to spend more money. I want them to either fix the delivery address so I receive the order in time or refund the money immediately.

  

  Business Response

  Date: 08/15/2022

  We apologize for our customer's disappointment. Unfortunately, we are unable to modify a billing or shipping address of an order after it has been placed. 

  
  

  We processed a refund for 1 of the items from order number ********** on 8/09/22. A refund in the amount of $16.90 will post to our customer's **** card ending in **** within 7 days.

  
  

  We processed a refund for 8 of the items from the order on 8/11/22. A refund in the amount of $67.67 will post to our customer's **** card within 7 days.

  
  

  We processed a refund for the remaining 6 items from the order on 8/14/22. A refund in the amount of $110.61 will post to our customer's **** card within 7 days.

  
  

  Please have our customer remove any incorrect addresses from their shopping account to prevent this issue from happening in the future.

  
  

  Thank you. 

  Customer Answer

  Date: 08/15/2022

  [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.  I do need to point out that I cannot remove the address because it is the billing address. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:08/07/2022

  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.

  I placed an order with Kohls.con for a Ninja Blender for my wifes birthday. The blender was on sale and I had 40 dollars Kohls cash. The initial order number was **********. The order showed up box all destroyed. When my wife went to take it out she cut her finger with the broken glass. This device you can tell had been used there was no packaging in the box. I called Kohls for the inconvenience they said they would return the 40 dollars Kohls cash and ship out a new unit. The new order number is **********. The top of the box looked destroyed and had scotch tape all over it. I open the box it was a protector on the top, however the blender has a crack, and loose in the box. There was a receipt in the box with the blender as well. I could not tell if it was that one or a previous one. But why would there be a receipt in the box? These items should be new and I have not received 2 used and damaged items. I called Kohls and had a very negative experience with **********************. I explained to him my frustrations and asked what are the options.. I told him I can go to kohls and take the new damaged device in to show them and exchange. He stated I have already refunded this item I said well why did we do that? He said because we sent a replacement. So if you want to get another blender you have to wait to the 40 kohls cash clear and place another order. I explained to him it was a gift, and I got the item on sale. He kept saying the problem is with the Carrier..Although yes it has to do a lot with the delivery team, however Kohls is selling returned items that are clearly damaged. He did not provide me resolutions or even asked if I wanted to order another one and he can help with adjusting the price. When I said have a great day it sounded like he was mocking me, with his closing remarks, and really did not show any empathy or care in this situation. All I want is to be able to get my wife the Blender that she wants.

  

  Business Response

  Date: 08/09/2022

  We greatly apologize for our customer's experience and we are sorry to hear that our customer's wife was injured by one of the products. Upon review of our customer's orders, we show that each order was shipped from different locations. It is very strange for our customer to receive one used blender, let alone two of them from different locations. It is not ****** practice to ship our customers used products and we are very sorry that they received two used and damaged products.

  
  

  As a resolution to this matter, we could ship our customer another blender free of charge as a courtesy. Please have our customer advise if this is a satisfactory resolution to their complaint.

  
  

  Thank you. 

  Customer Answer

  Date: 08/09/2022

  [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:08/04/2022

  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 ordered some items for pickup which weren't picked up. I never received the ****** cash from the cancelled pick up. After previously involving BBB, ****** has so far issued $1,000 of $1,100 in owed Kohls cash. I have chat records and screenshots where managers and reps have said the $100 was being issued yet it is still not sent.

  

  Business Response

  Date: 05/09/2022

  We apologize for our customer's disappointment. Please have our customer respond with the transaction information that they earned their coupon on. We will then be able to look into this matter further.

  
  

  Thank you. 

  Customer Answer

  Date: 05/09/2022

  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.
  
  Good afternoon, the kohls cash was being reinstated because of failure to pickup an order that used existing kohls cash funds. Kohls reps and managers who have been on the customer service thread have acknowledged that the $600 in kohls cash is still owed but even though it has been approved has yet to be issued. Please see the pictures from my chats with kohls reps and incident numbers 220413-028544 & 220430-026139 where they are clearly approved. I am still awaiting this matter being resolved.

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

   

   

  

  Business Response

  Date: 05/10/2022

  Thank you for your response. We have reviewed the chat conversations that our customer had with customer service, but we are unable to locate the transaction that our customer earned the ****** Cash coupon on. Please have our customer respond with the transaction information or order number that they earned the ****** Cash coupon on. We will then be able to look into this matter further.

  
  

  Thank you. 

  

  Business Response

  Date: 08/05/2022

  We apologize for our customer's disappointment. We have reviewed the chat conversations that our customer had with customer service, but we are unable to locate the transaction that our customer earned the ****** Cash coupon on. Please have our customer respond with the transaction information or order number that they earned the ****** Cash coupon on. We will then be able to look into this matter further.

  
  

  Thank you.

  Customer Answer

  Date: 08/08/2022

  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.
  
  The Kohls cash was owed from canceled pickups of orders 6253976490, 6253978977, and 6253982971. So far only $1,000 of the $1,100 has been returned to me and only after my last BBB filing. I have been told by every chat representative I've spoken with at ****** that I will receive the remaining $100 with ***** hours yet as you can see that has failed to happen. Please issue as promised by the chat records provided. 

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

  

  Business Response

  Date: 08/09/2022

  Thank you for your response. Our customer submitted a ******************** complaint in May 2022 regarding the same issue. As we stated in our customer's previous complaint, as well as their new complaint, please have our customer provide the transaction information that they earned their ****** Cash coupons.

  
  

  We are unable to assist any further until our customer provides us with this information.

  
  

  Thank you. 

  Customer Answer

  Date: 08/09/2022

  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 posted all 3 transactions in my last post in which my Kohls cash was used on and due to failure to pickup timely canceled. Usually when the order cancels the kohls cash is returned to my email, however, it wasnt in this case. .]
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 08/11/2022

  Thank you for your response. We are asking our customer to please provide the transaction information where they earned their ****** Cash coupons, not the transaction information that they used the coupons on. Once we have the transaction information that our customer earned the coupons on, we will be able to look into this matter further.

  
  

  Thank you. 

  Customer Answer

  Date: 08/15/2022

  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 provided transactions which showed the Kohls Cash needing to be refunded. There were no "coupons" used on these transactions, only ****** cash. It was never picked up and therefore as is ****** policy, the ****** cash was to be refunded. ****** management and reps have confirmed the $100 is still owed as is proven in the chat screenshots and correspondence provided. It is hard to believe that a company would withhold the customer's earned rewards after their frequent loyalty. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/02/2022

  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.

  See appended complaint and documentary evidence of identity.

  

  Business Response

  Date: 08/03/2022

  We apologize for our customer's disappointment. Our ordering system can cancel an order at any time due to a variety of reasons. We appreciate our customer providing us with a copy of their driver's license so that we could use it as verification for their account. Our customer can successfully place orders going forward, but every order is always subject to review for security purposes.

  
  

  Unfortunately, we are unable to compensate our customer for this matter.

  
  

  Thank you.