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Business Profile

Department Stores

Kohl's Corporation

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Kohl's Corporation has 529 locations, listed below.

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    Customer Complaints Summary

    • 1,621 total complaints in the last 3 years.
    • 675 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/01/2022

      Type:Delivery Issues
      Status:
      Answered
      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 opened a ****** credit card before i moved and used the old address. i have tried to palace a order 6 time for pots and pans moved into a new apartment. The order was canceled 6 time. i spent hours on the phone with customer service with no help all they kept say is we can fix the problem when i ask way they say we cant fix the problem. ********** is the last order number. i want to know why nobody at kohls help me?

      Business Response

      Date: 08/03/2022

      We apologize for our customer's disappointment. In order for our customer to be able to place online orders at this time, they would need to send in identity verification documents to us. Our customer would need to send in a copy of their driver's license and one of the following: utility ****, home phone ****, auto insurance statement, or vehicle registration statement. Our customer can either email these documents to ******************************************************* fax them to **************, or mail them to ********************************************************************************************** our customer has any further questions regarding this matter, please have them contact ** by phone at **************.

      Thank you.

    Customer Answer

    Date: 08/03/2022

    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.

    Why are you accusing me of fraud? I send the documents to your fraud department to prove its not fraud.  I called 7 time and asked why the 9 orders where canceled all i got was BS from kohls; all you did was prove how ignorant customer service people are. your customer service is the worst of the worst.  I want the account closed and the credit card canceled.  i will never step foot in your store again. 


    Regards,

    ***********************

    Business Response

    Date: 08/04/2022

    Thank you for your response. We are not accusing our customer of ********************** and we apologize that our customer feels this way. All orders are subject to review before they are processed. In certain instances, we may ask our customers to provide additional verification for security reasons before an order can be processed, as is the case for our customer at this time.

    We're sorry that our customer would like to close their ****** Charge account due to this matter. If our customer has any questions regarding closing their ****** Charge account, please have them contact us by phone at **************.

    Thank you.

    Customer Answer

    Date: 08/12/2022

    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.

    kohls accused me of outright fraud I am so happy i will never have to deal with them again.  They lied to me 
    Regards,

    ***********************

  • Initial Complaint

    Date:07/31/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 took a survey and it was suppose to pay $90, never happened.Someone else was on my account. We image below.

    Business Response

    Date: 08/01/2022

    We apologize for our customer's disappointment. Unfortunately, we are unaware of any survey that offers $90.00 upon completion. Please have our customer provide any photos of the survey or any confirmation emails that they received regarding their survey. We will then be able to look into this matter further.

    Thank you.

  • Initial Complaint

    Date:07/31/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 27 I went to the Kohls store in ***********, **. I went to the Sephora makeup area. I found a makeup product I wanted to try. The display said $29. When the clerk rang it up, it showed $32. I questioned the price. The clerk had me walk him over to show him the display. He said "oh, that's an old sign". I didn't make a fuss and paid for the product. Later it bothered me more and more. I gave store feedback on the website listed on my receipt. I also chatted with a kohls representative online but did not get any resolution.Today (July 31) I went back to the Kohls store. The display still shows at $29. I picked up the product and asked the clerk if she could tell me the price. She scanned it and said $32. After several days of being aware of the issue, nothing has been done to fix it. It is wrong to display one price and then charge customers another price at the register.

    Business Response

    Date: 08/08/2022

    We apologize for our customer's experience. While ****** strives to provide accurate product and pricing information, unintentional pricing or typographical errors may occur. 

    We have spoken to management of the ***********, ** store and made them aware of this issue. We apologize for the inconvenience that this has caused.

    Thank you.

    Customer Answer

    Date: 08/11/2022

    [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:07/30/2022

    Type:Product Issues
    Status:
    Answered
    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 earned $810 KOHLS CASH by online shopping, but ****** voided all my KOHLS CASH with no reason.

    Business Response

    Date: 08/01/2022

    We apologize for our customers disappointment. Our customer's purchases are not eligible to earn ****** Cash or ****** Rewards coupons because our customer exceeded our quantity requirement policy to earn these coupons. ****** is a retailer, not a wholesaler, and does not honor ****** Cash coupons for purchases that are intended for resale to others. For more information regarding this policy, please visit our website here: https://www.kohls.com/feature/legal-notices.jsp.This verbiage can be found under the "quantity limits" section on this webpage.

    If our customer has any further questions or concerns regarding this matter, please have them contact us by phone at **************.

    Customer Answer

    Date: 08/01/2022

    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.

    Some of the product don't have limit, I would like my kohls cash back for those product. 

    Regards,

    *****************

    Business Response

    Date: 08/02/2022

    Thank you for your response. ****** does stand by its previous statement. At this time, we consider this matter closed. 

    Thank you.

  • Initial Complaint

    Date:07/30/2022

    Type:Product Issues
    Status:
    Answered
    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, We bought something online and can not return 1 item with a contactless service. We never intended to enter into this agreement where we need to do an in-person return or pay to ship back. We will stick to retailers who do accommodate our public safety concerns. Order #********** to return Women's ************** Effortless Stretch Pull-On Pants Color: Black, Size: 12 SHORT, Qty: 1 SKU #********

    Business Response

    Date: 08/01/2022

    We apologize for our customer's disappointment. In order to receive a refund for the item, our customer must either return their item in our store or by mail. More information regarding returns can be found on our website here: https://cs.kohls.com/app/answers/detail/a_id/860/~/returning-a-kohls.com-purchase

    Thank you.

    Customer Answer

    Date: 08/02/2022

    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.]

    We did not agree to those terms as they were not part of our initial offer. We wish to have a contactless transaction. We offered to go to the store, but not inside - can they accommodate this? Also, other department stores have prepaid shipping available. We were not aware that large companies had this return model in this day of age. We purchased it online for a reason and we wish to complete this online, or at the very least in parking spots available for online pickup. 


    Regards,

    *********************************

    Business Response

    Date: 08/03/2022

    Thank you for your response. Unfortunately, we do not offer contactless returns or prepaid shipping labels for returns at this time. Our customer can always contact their local ********************** and speak with the manager to see if there are any other options that are available.

    Thank you. 

    Customer Answer

    Date: 08/03/2022

    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.]

     

    What is the store number? I am not an admin person working for ******, just a customer. We purchased this on our ****** charge card and will be disputing this via that method. All this to return a pair of pants, wow! Do not be surprised if we do not purchase from you ever again. 
    Regards,

    *********************************

    Business Response

    Date: 08/04/2022

    Thank you for your response. Please have our customer advise which ********************** location they would like to return their item to.

    Thank you. 

    Customer Answer

    Date: 08/05/2022

    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.]

    Sure, the closest one to **************. Would they be able to reach out to us at ************? 


    Regards,

    *********************************

    Business Response

    Date: 08/09/2022

    Thank you for your response. An associate from our *********, ** store location will contact our customer by phone on 8/09/22 to coordinate a time and date to assist our customer with a contactless return for their item.

    Thank you.

  • Initial Complaint

    Date:07/22/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Ordered a bed frame on 7/10/2022. Received bed frame in 3 boxes. 2 of the 3 boxes had all of the pieces needed to assemble the bed. However, the third box arrived very damaged. Not only was it missing ALL of the hardware, but several parts arrived damaged. Called customer services to ask about replacing the third box. Was told I could bring everything to the store or a carrier could pick everything up. When I explained that I did not want to exchange all the boxes just the one the third box to ensure I wouldnt receive additional boxes that were missing parts, I was told there was nothing the agent could do. When I asked for a manager, I was transferred and sent to the managers voicemail. I am not seeking anything unreasonable. I just want the third box with all of the appropriate parts

    Business Response

    Date: 07/27/2022

    We greatly apologize for our customer's experience. We shipped our customer a new box to replace the damaged pieces of the bedframe from order number **********, as well as the hardware to put the product together. The *** tracking number for this shipment is 1Z2153VW0373376299. Please allow 24 hours for the tracking information to update.

    We apologize for the inconvenience that this has caused.

    Thank you.


  • Initial Complaint

    Date:07/21/2022

    Type:Product Issues
    Status:
    Answered
    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.
    So initally when i contacted kohls it was in may to inform them of a defective product and they instructed me to ckntact the manufacture neglecting to tell me that it was still under a 180 day warranty with thier company. I contacted them again on the 175 day since i recieved the item and the inital representative ( ****) said they could proceas the replacement but once it got to the end she said she would have to send it to my previous address. I no longer lived there so i asked for her to change it and she couldnt. She offered me a refund but i no longer have the same credit card. She then offered me kohls cash of 75 so i could reorder the item. But i asked just to try to override the replacement. She transferred me yo her supervisor (01ch) who said she would not help and offered me $30 in kohls cash. And i said just send me the original offer of $75 kohls cash and a shipping waiver or somehting and id reorder. She completely ignored my request and sent only the $30 I called back in to see why the full amount had not been sent and the supervisor Gaby - **** told me it was not her problem that the representative did not notate the account. But she would not help anymore This product is a child facing product that just fell apart this is a danger to children selling defective products and not replacing them!Please send the kohls cash or refund my order in full.

    Business Response

    Date: 07/25/2022

    We apologize for our customer's disappointment. Our customer placed order number ********** for a KidKraft Round Table & Chair Set on 12/04/21. They contacted us regarding the defective product on 6/05/22, which was after the 180 day return window had expired for this product. 

    Our customer paid $45.49, plus tax for the product and we offered to send $30.00 ****** Cash to our customer as a courtesy to help place a new order for the item. Unfortunately, we are unable to provide our customer with any more ****** Cash as compensation for this matter. Because the product is outside of the return window, we advise our customer to speak with the manufacturer of the product regarding any warranty that the product may have at this time.

    Thank you.

    Customer Answer

    Date: 07/25/2022

    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 have the product in had until 12-9

    the return policy would ahve been in effect if your team didnt tell me to call the manufacturer in the first place and gave me the option to return it 

    Initally your team approced a exchange  because of the faulty item  then couldnt send it due to a system issue  all i needed was a replacement for the chair leg that broke while my child was sitting in it 

    the item is 76 dollars jn your store which is why the initial rep promised that amount  

    Thwn your supervisor got on and only send 30   I was waiting for the remaining amount and the cash expierd   You can see it was never used  your team did nothing but give excuses as to why they couldnt make this issue right   


    Regards,

    *******************************

  • Initial Complaint

    Date:07/20/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    All of the clearance items I had in my cart from 7/5-7/18, in which I was going to place my order late on 7/18 or very early 7/19, significantly increased in price. Most every item doubled in price. All the base clearance prices increased 75% to 100%. I have several screenshots with datetime stamps showing the lower price. I tried resolving this with Kohls (chatting with 2 associates and speaking to another and her supervisor) but they will not honor the clearance price that was shown in my cart for 2 weeks. They hung up on me and prematurely ended my chat window. They also stated they could not price adjust a clearance item back to the lower price it was because its against policy. Once again these are clearance items that should only lower in price over time, not increase. I was going to pay around $1000 and they are trying to charge me over $2300 now. This is deceptive, dishonest and I feel like they were trying to trick me into charging me over double the cost because the prices adjusted as I was attempting to finalize my purchase, just before I confirmed the order. As soon as the issue occurred I contacted an associate via the chat but he could not assist me but stated someone would assist me within 12 hours (which did not happen). I last added items the night of 7/18 and I was actively adjusting my cart throughout 7/5 - 7/18 and at no time did the prices fluctuate. It wasnt until I was about to confirm the purchase, I have added 2 screenshots to show a comparison however I have many other screenshots (and a witness) if I need to include more. Please look at the base price; not including any discounts. The cheaper price is the price they are not honoring but these are clearance; not sale prices.

    Business Response

    Date: 07/21/2022

    We apologize for our customer's disappointment. Our sales prices are constantly changing and it is common to see them fluctuate daily.

    Upon review of our customer's shopping cart, we show that all of the items are either still on clearance or on sale. Unfortunately, we are unable to honor previous sale prices and respectfully decline our customer's request at this time. 

    Thank you.

    Customer Answer

    Date: 07/21/2022

    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.

    These are not SALE items these are CLEARANCE items.  Therefore your explanation does not apply.  The only time CLEARANCE prices fluctuate is when the price further reduces.  The FTC and my attorney will agree with me as the consumer - I have rights.  You cannot increase posted CLEARANCE prices, that existed for over two weeks in your system, that way you did and with the explanation you provided.  One of your associates told me it was a glitch that was fixed.  So the story just keeps changing.  Clearance prices do not increase.  I have shopped at your store for several years and in all of my purchases, which have been in the thousands never once has this occurred.  In your store or by any other retailer.  You have bait and switched.  What is your new definition of a sale vs clearance?  Please be very specific.  And just know that I will fight this all the way.  I expect you to honor the price I had previously in my cart.  What would you do if someone bought the item at the higher price, gave it as a gift and that person brought it back for a return without a receipt?  Would you not state the lowest price it was sold at was half the amount therefore thats all the person gets back on a refund?  Of course you would because you are scamming consumers.  I expected better as a loyal customer.  Just know I have screenshots proving my case and I can also show how my last 2 purchases where CLEARANCE items were bought at a lower price now show the prices to be 100% higher than when I purchased them weeks ago.  How do you explain that?  And please quit insulting my intelligence by saying SALE prices can fluctuate - that explanation will not fly!

    Regards,

    ***************************

    Business Response

    Date: 07/26/2022

    Thank you for your response. ****** does stand by its previous statement. More information regarding pricing can be found on our website here: https://cs.kohls.com/app/answers/detail/a_id/85/~/pricing-%**********************#:~:text=In%20the%20event%20that%20an,credit%20to%20your%20credit%20card.

    We consider this matter closed at this time.

    Thank you.

  • Initial Complaint

    Date:07/19/2022

    Type:Delivery Issues
    Status:
    Resolved
    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 online order for some luggage (Order #**********). I was excited when it arrived because it was luggage for my trip. When opening each piece of the 4-piece set, I started noticing a strong, foul odor. When I opened the second piece of luggage, I screamed because there was what appeared to be a cat's corpse! It clearly made it's way in the luggage, was trapped and died a long time ago. The smell was horrible! I immediately boxed everything back up. It was suppose to rain so I had to keep it in my house in a large trash bag. I then called ****** and spoke with customer service, at this time they said they could not do anything because they had not recieved confirmation that the luggage had been delivered. I then waited until later and called again in hopes that they had been notified. I spoke with a supervisor ******** (Sat, July 16, 2022). He informed me to throw away the luggage and offered to send me replacement luggage if and when they received confirmation that the luggage had in fact been delivered. He then offered me $30 in ****** cash. I refused because that was simply not good enough. Again, there was a DEAD CAT in my luggage that I had deal with. He did increase the offer to $50, which he apparently sent to me without my consent. I don't intend to use this offer. My intention is to get the luggage I ordered replaced with the same or equal value, and a full refund. I won't accept any other resolution. If this isn't agreeable to ******, I'm sure my local news station would love to report this story.

    Business Response

    Date: 07/26/2022

    We are very sorry for our customer's experience and we are unsure of how something like this could happen. We processed a refund for the luggage set from order number ********** on 7/21/22. A refund in the amount of $269.90 was issued to our customer's ****** Charge card ending in ****. We also emailed our customer a ****** Cash coupon in the amount of $18.33 as part of the refund.

    We attempted to ship our customer another luggage set free of charge, but it is currently out of stock at this time. Is there another similar luggage set that our customer is interested in? Please have our customer respond with another similar set that they would like and we will ship it to our customer free of charge.

    We greatly apologize again for this experience.

    Thank you. 

    Customer Answer

    Date: 08/01/2022

    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,

    ******************* I noticed the luggage I ordered was no longer available. I got fed up and found a new set and just ordered it. My order number is **********. Please issue a full refund for this order and I'll consider this matter closed.

    Business Response

    Date: 08/05/2022

    Thank you for your response. We processed a refund in the amount of $272.50 to our customer's new order number ********** on 8/03/22. The refund will post to our customer's ****** Charge card ending in **** within 7 days.

    We apologize again for this experience.

    Thank you. 

    Customer Answer

    Date: 08/05/2022

    [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:07/17/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Every time I order a discounted koolaburra throw my order gets cancalled and they still sent the rest of the order I only order whwn it says there some still in stick I ordered a throw and it stated 3 were left in stock this happens every time it seams to me its a way to get customers to but other things and im sick of it this has happened to me many times and I'm done dealing with the lies ypu should give a product since your so called closeout is out of stock. I paid upfront and it said it be delivered I expect a koolaburra throw or ill cancal my mvc card asap and never buy from ****** again

    Business Response

    Date: 07/20/2022

    We apologize for our customer's experience. Upon review of our customer's order number **********, we show that the Koolaburra throw unfortunately became out of stock after the order was placed. In most cases, out of stock merchandise is reflected prior to the checkout process, but there are some situations when an out of stock item may not be evident until after an order is placed. This can be attributed to high order volume, damages, etc.

    The throw that our customer attempted to order is still currently out of stock, but we do have other Koolaburra throws available for similar prices. Unfortunately, we are unable to honor the exact same price for a different throw.

    We apologize for the inconvenience that this has caused.

    Thank you. 

    • Kohl's Corporation is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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