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Business Profile

Department Stores

Kohl's Corporation
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

    • 1,634 total complaints in the last 3 years.
    • 685 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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    • 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,

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

    Kohl's Corporation is BBB Accredited.

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

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