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

  175 E Alluvial Ave Fresno, CA 93720-2973

• 

  Kohl's Corporation

  4544 S Scatterfield Rd Anderson, IN 46013-2904

• 

  Kohls Department Store

  10353 Indianapolis Blvd Highland, IN 46322-3509

• 

  Kohls Department Store - All Locations

  3131 Woodland Dr SE Grand Rapids, MI 49512-1673

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:03/24/2025

  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.

  Feb 15, 2025-placed an online order for 1 item of clothing. Total $43.55 Feb 20-item received by mail was the wrong size/seller error.Feb 23, 2025-item returned to local ****** store Mar 24, 2025-received ******************** One statement and saw that i owed ****** $9.54, because they gave partial, not full credit. Same day-called customer service. They told me even though it was an error by Kohls, I still had to pay shipping and taxes (my state taxes clothing) and that they would not refund me. She offered a store voucher which I don't want because that requires me to continue shopping with them. When I asked to speak to a supervisor she said she could transfer me, but if she did, the voucher would be rescinded. I repeated what she said back and asked her to verify if what I heard was correct and she said yes. Now according to ******, I have to pay this bill even though they made an error and I have no merchandise to show for it.

  

  Business Response

  Date: 03/26/2025

  We apologize for our customer's disappointment.  Our records indicate the shipping charge and tax for the amount of $9.52 is being refunded to the original form of tender on Order Number  **********.  This will reflect on the customer's statement within the next 7-10 business days.

   

  Thank you,

• Initial Complaint

  Date:03/24/2025

  Type:Billing 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.

  My Kohls Cash does not appear in my Kohls app. Usually, any Kohls Cash given directly from the store (not an online purchase), will appear in the app. This is not happening ever since my rewards account unlinked from my credit card and shopping account. I have called numerous times since late December and always told these accounts will be linked and I will start seeing my Kohls cash through the app. My Request:Link my Rewards with the credit card and shopping account.****** the ************************** Cash I earned in January ****** the $10 Kohls Cash I earned in February.

  

  Business Response

  Date: 03/28/2025

  We apologize for our customer's disappointment.  Our records indicate the Shopping Account and Rewards Account are linked to the email for this customer.  A $40 Coupon earned 1/1/2025 was redeemed, a $15 Coupon earned 2/1/2025 was redeemed, a $45 Coupon earned 3/1/1025 was redeemed and a $15 Courtesy Coupon was emailed on 3/24/2025.

   

  Thank you,

  Customer Answer

  Date: 03/28/2025

  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 spoke to a supervisor earlier this week who confirmed that although my accounts are linked, that there is an issue that is preventing me from seeing any kohls cash or reward points in the wallet on my shopping account or through the Kohls app. I have an email saying I have $45 in Kohls Cash, but Ive attached a screenshot of the Kohls app showing $0 in the wallet. I was told a ticket was created. $30 Kohls Cash I earned through an in store purchase never showed up in my wallet, although I received several emails stating I had it. That was a screenshot sent in my original email that you did not acknowledged. What is the status on my ticket and why can I not see the $45 in my wallet that I am being emailed about - screenshot enclosed. 
  
  
  Regards,
  
  ******** *******

  

  Business Response

  Date: 04/02/2025

  The $45 Coupon earned 3/1/1025 was redeemed, if the customer is able to send us the barcode on the $45 ****** Cash she sent in the front of, that would be helpful for further review.  We have verfied a $15 ****** Cash earned is showing in the her wallet as of 4/1.

   

  Thank you,

• Initial Complaint

  Date:03/24/2025

  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.

  no calls i ordered all in my order under ***************************** to be shipped please ship a,ll no pick up please.

  

  Business Response

  Date: 03/26/2025

  We apologize for our customer's disappointment.  Our records indicate one online order was submitted under **********, two BOPUS, (Buy Online Pick Up at Store) items were cancelled and not charged; one item is being shipped to home address. We recommend when placing orders double check to see if the item is and/or can be shipped or if it shows BOPUS.

   

  Thank you,

• Initial Complaint

  Date:03/23/2025

  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 February 17, 2025, I ordered two jewelry items from ******, Order #**********. After receiving the items, I later noticed that a small diamond was missing from the ****** ***** 10k Gold 1/4 Carat T.W. Black Diamond Band that I had ordered. I don't know whether it was initially missing or had fallen out; it was a very small diamond. In either case, the ring was defective. I contacted ****** on March 14, 2025. As I live over 70 miles one direction from the store, making it a 140 mile plus round trip, I was issued a prepaid return label. I asked the representative who assisted me what the amount of my return would be; I was told $260.76. However, yesterday I received an email that I was credited only $193.28. This is not acceptable! I called ****** this morning. They told me that the reason I didn't get the entire amount was because I had spent the ****** cash that I received with my order. A couple of things here: I would not have returned the ring if it had not been defective. I also asked if it could be replaced; I was told that wasn't an option, so I assumed that it was no longer available. While that may be the normal procedure, this is a special situation. Like I said before, if the ring hadn't been defective, it wouldn't have been returned. It was a very pretty ring, and I really liked it. It is very unfair for ****** to discount my refund as it was in no way my fault that this happened. In my opinion, they are stealing from me. Therefore, I am asking that ****** refund the amount of my purchase in its entirety.

  

  Business Response

  Date: 03/26/2025

  We apologize for our customer's disappontment.  The ring was $410 with a 40% discount of $164; therefore the customer paid $246.  She received $193.28 for the refund with the ****** Cash deducted.  We have accommodated/refunded the original form of tender on the order for the difference of $52.72.  This will reflect on the customer's statement within the next 7 - 10 business days.

   

  Thank you,

• Initial Complaint

  Date:03/22/2025

  Type:Product 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 have been a Kohls account holder since 2009, which is over 16 years. I currently have MVC status. I received an email on 3/22/25 (attached) with the subject line "40%, 30% or 20% off ... savings are in your future. When I clicked on the email, there was an animation which indicated I had 40% off (attached). As you can see, there was no coupon code included. I clicked on the animation, which brought me to the Kohls website. I checked my online wallet and the 40% off was not in there. I then contacted Kohls through their chat portal and explained the problem. After checking with a supervisor, he said that a 40% discount would be provided to me as a one-time favor, which was a bit confusing since the email plainly said I was getting the 40% off. A person named ***** **** then joined the chat (portion attached) who stated "we are unable to resolve your concern for a trend of the same issues being recorded on your account". He then disconnected the chat, effectively hanging up on me. I do not have any idea what Mr. **** was referring to; I did report a similar problem in, I believe, December 2024 or January 2025 (since Kohls does not have a way to communicate via email, nor allow a transcription of online chats, I am unclear of the exact date.) However, and I discussed this with the prior CR rep when this happened, I am hardly responsible for Kohls sending me percent-off promos that ultimately are not reflected in my online wallet. THEY send me the email, I cant conjure up emails with discount offers on my own! I also have been having continuing issues with getting the promos via text, which I have also discussed with them without success. Kohls internal problems on serving their customers is on their end, not mine! I am insulted and angry that Mr. **** disconnected our chat without further resolution or escalation. I am a long-term customer with a ********************** score over 800, I am not a scammer or a *****!

  

  Business Response

  Date: 03/26/2025

  We apologize for our customer's disappointment.  Customer needed to scroll down further on the third screenshot she sent in, attached.  The code was listed for the 40% off that did expire on the 23rd of March.  Not all codes generate directly to the customer's wallet.  After further review we did find an online order submitted on 3/23/2025, **********, that did receive a 40% off discount. Only one percentage off discount is allowed per order.

   

  Thank you,

  Customer Answer

  Date: 03/26/2025

  [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:
  
   have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me; however, the resolution came about via guidance from their ******** representative while I was waiting for my BBB complaint to be answered. I notice there is no apology about treated rudely by your CS person. The issue could have been solved very easily had "***** ****" taken a single moment to actually research it instead of insinuating I was being unscrupulous and disconnecting the chat before I could even answer him. I've been a ****** customer for ******************************************************** my online wallet, but ****** has apparently changed that protocol. I'm also aware of the limitations placed on discount codes about "only one per order", please do not condescend to me. Be a little nicer and more professional  to your customers and maybe you will keep them. 
  
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  Date:03/21/2025

  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.

  Someone from corporate needs to contact me immediately regarding an incident. This happened yesterday, 03/17/2025, at around 9:07pm CST.****************, ******* location locked my mother in the store and apparently made no announcement that the store was closing. She was there to pay her Kohlss charge account bill and had to unlock a door to get out. She tried to get help from nearby mall security to figure out what happened. Apparently they didnt realize she was still in the store.This means that 1 of the doors at your store was unlocked OVERNIGHT because she had to find a way to get out. She exited out the door opposite the location where her truck was parked. My mother is a senior citizen and was terrified. I have spoken with the managers at the store level, and my mother specifically asked for something in writing apologizing for the incident, as well as assuring her that she did nothing wrong, criminally. The letter that I received and signed by the store manager was three sentences long, was not on letterhead, didnt name my mother, did not specifically address the incident, and was addressed to whom it may concern with $30 in Kohls cash. I let my mother know that this is what I received on her behalf from the store and she said that it was very disrespectful. The KOHLS CASH IS EXPIRED!The manager reviewed the cameras and verified that the entire store was left unlocked overnight after my mom tried to get out, that the security alarm did not work properly, and there was no manual closing announcement made besides the ones played automatically that are sometimes hard to hear.I am requesting that someone from corporate calls to speak with us directly after not receiving a respectful and sincere response from our local store. I have attached the letter the store presented to us. I reached out via Kohls social media on X and got a lackluster response and the email I sent bounced back with an incident number of ****** ****** Unacceptable.

  

  Business Response

  Date: 03/28/2025

  We apologize for our customer's disappointment.  Our Executive Team spoke with the customer and is mailing an apology letter to her mother regarding the in store incident with a Courtesy $30 Gift Card. 

   

  Thank you,

  Customer Answer

  Date: 04/05/2025

  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.
  

  Sending a letter that isnt on Kohls letterhead, with a vague apologetic statement doesnt address the concerns we raised about the incident along with EXPIRED Kohls cash is STILL unacceptable, as we stated before. We have requested to SPEAK with corporate. NOT THE STORE MANAGER, in regards to this matter and we have been continuously gone ignored. Kohls doesnt even know my mothers name to even address her properly. 
  
  Regards,
  
  ******* ********

  

  Business Response

  Date: 04/08/2025

  As stated on 3/28/2025, Our Executive Team spoke with the customer and is mailing an apology letter to her mother, ********* ****** regarding the in store incident with a Courtesy $30 Gift Card with the address provided by the customer.  The letter and Gift Card will be received within 14 business days from 3/28/2025.

   

  Thank you,

• Initial Complaint

  Date:03/20/2025

  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 previously spoke with an agent who advised me to return several pairs of pants that were marked and labeled as 32x29 but arrived longer than expected due to a quality issue. The agent mentioned that I should return them and then reach out to reorder the correct size (32x29) at the same price as the original order.Below are the order details for reference:Order #********** Price: $14.39 Item: Flexwear Slim-Fit Chinos, Light Khaki, 32X29 Order #********** Price: $14.39 Item: Flexwear Slim-Fit Chinos, Brown, 32X29 Order #********** Price: $12.59 Item: Flexwear Slim-Fit Chinos, Dark Khaki, 29X30 Order #********** Price: $12.59 Item: Flexwear Slim-Fit Chinos, Dark Khaki, 32X29 Order #********** Price: $12.59 Item: Flexwear Slim-Fit Chinos, Light Khaki, 32X29 Order #********** Price: $12.59 Item: Straight-Fit 5-Pocket Pant, Gray, 29X30 Order #********** Price: $12.59 Item: Flexwear Slim-Fit Chinos, Dark Khaki, 32X29 Order #********** Price: $12.59 Item: Flexwear Slim-Fit Chinos, Brown, 32X29 Reference ID: ************* Could you please assist me in reordering the correct size (32x29) for the pants that were received longer than expected, at the same price as the original order? Yes, I need to visit the same location for the re-order.Thank you for your assistance! Regular agents will not help

  

  Business Response

  Date: 03/26/2025

  We apologize for our customer's disappointment.  The 8 orders mentioned and submitted in November of 2024 are all past the ****** policy time frame for returns / exchanges. We are unaware of any sizing issues with this Vendor but have forwarded this Complaint to them for review.  We recommend that the customer go to the ********************** to try on the pants to ensure the perfect fit. 

   

  Thank you,

  Customer Answer

  Date: 03/26/2025

  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 was specifically told by a chat agent that I must return the pants first to have the new order placed at the same price. Now that I returned them every agent is telling me that they can't replace the order at the same price. All I want is the pants I ordered at the price I paid with the proper inseam of 32x29. Each pants that came was a whole inch longer and measured at least 30 inches as the inseam. 
  
  Regards,
  
  ****** Kaminas

  

  Business Response

  Date: 03/28/2025

  Our regrets for the frustration caused.  The slacks are around the same price, with discounts given frequently the customer will be able to order at the same pricing.  Again, we recommend going to the store to try them on for accurate sizing. 

   

  Thank you,

  Customer Answer

  Date: 03/31/2025

  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.
  
  My local store does not have them. I already know my size as i buy these same pants all the time from Kohls. If you sell them again for this same price why not just do what I was told would happen after I return them? Place the new order at the same price. Or would you rather turn away another loyal customer as ********************** is failing? 
  
  Regards,
  
  ****** Kaminas

  

  Business Response

  Date: 04/01/2025

  Again, our regrets for the frustration caused.  We have a 14 day price guarantee and cannot honor the same pricing from 2024.  

   

  Thank you,

  Customer Answer

  Date: 04/01/2025

  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.
  
  This has nothing to do with your 14 day price adjustment policy. I ordered all these pants. They came and where longer than they were supposed to be. Each pants was supposed to have an inseam of 29 but measured longer. I chatted in and agent said i need to return them. Once returned they would replace the order at the same price. So I returned them and every agent will not honor the price. It's not my fault you have QA issues. 

  I have exclusively switched over to sonoma pants for a few years now. I know my size and how the 29 inseam should fit. Im even wearing some older purchased pairs. I spend a few thousand a year at Kohls. If you do not want to correct this issue then I will stop shopping at Kohls. I see that loyalty is not a concern for you if you do not help. Very unfortunate as i like ****** and continue to shop to support it to continue to exist. But i don't think kohls cares to lose a customer over such a small solution 

  
  Regards,
  
  ****** Kaminas

  

  Business Response

  Date: 04/07/2025

  We will honor the $27.99 pricing for the Men's Sonoma Goods For Life Flexwear Slim-Fit Chinos as a one time courtesy.  Please have the customer send the Order Number after placing the order and we will accommodate/refund the price difference.

   

  Thank you,

  Customer Answer

  Date: 04/11/2025

  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 pay $27 per pants. I paid much less than that. Again, if you do not want to fix this issue please let me know. I will then stop shopping at ******. I followed the steps provided by a chat *** who told me to return the pants and then you will honor the same price on a new order. They came longer than they were supposed to be. My store does not have them in stock now or when I ordered or when I returned them. The only option is to order online. I paid $13-14 a pants. 
  
  The pants should be 32x29
  
  Here are the order numbers:
  **********
  **********
  **********
  **********
  **********
  **********
  **********
  **********
  Regards,
  
  ****** Kaminas

  

  Business Response

  Date: 04/12/2025

  $27 was the price before the coupons used.  As those coupons are no longer valid , we will, as promised use the $27 rather than the $29 price of today.  You may use coupons listed on the main page of ************************** and we will adjust accordingly.

   

  Thank you,

  Customer Answer

  Date: 04/14/2025

  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.
  
  It is clear you do not want me as a customer anymore. I do not care if the coupons are valid anymore. You sent me pants that had qa issues. I was told to return them and then the same price would be honored to order them again. Im glad to see that you do not value me as a customer. Unless your next response is that you are honoring the same final price to correct this issue with all coupons applied. I will no longer shop at kohls. Im sorry i will not support a company that lies and cant correct a simple qa issue
  
  Regards,
  
  ****** Kaminas

• Initial Complaint

  Date:03/20/2025

  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 placed four orders with Kohls.Order #1 Order Number: ********** Order Date: October 3, 2024, at 10:18 PM (CST)Item: Advent Calendar (10 units)Unit Price: $50.00 Fees & Tax: $41.25 Total: $541.25 Order #2 Order Number: ********** Order Date: October 7, 2024, at 3:34 PM (CST)Item: Advent Calendar (10 units)Total: $500.00 Payment: Gift Card (x6256) - $500.00 Order #3 Order Number: ********** Order Date: October 10, 2024, at 11:06 AM (CST)Item: Advent Calendar (10 units)Total: $500.00 Payment: Gift Card (x9870) - $500.00 Order #4 Order Number: ********** Order Date: October 10, 2024, at 11:30 AM (CST)Item: Advent Calendar (10 units)Total: $500.00 Payment: Gift Card (x8463) - $500.00 I later realized I ordered the wrong item and returned 9 items per order (keeping 1 each). Kohls instructed me to return them to:Kohls Return Center ********************************************** *** Tracking Numbers:1ZC722K80314212749 1ZC722K80306610931 1ZC722K80319733150 1ZC722K80329058120 I covered return shipping costs, and Kohls assured me of a refund upon ********** late January, I had received no updates. **************** processed only one return, refunding $500 via gift card.Despite multiple follow-ups, a supervisor confirmed my request but, after nearly two months, I still havent received the remaining refund.I am awaiting $1,300, as I returned 36 items ($50 each) but only received $500. I am fine with a Kohls gift card refund, but it is unfair to lose $1,300 after returning the products.

  

  Business Response

  Date: 03/26/2025

  We apologize for our customer's disappointment.  The 4 orders ending in 5377 2306 7830 6244 were submitted 10/03/2024, 10/07/2024, 10/10/2024 and 10/10/2024 and returned on 12/19/2024.  Sephora at Kohls purchases, which must be in new or gently used condition, must be returned within 60 days from date of purchase.  The refunds have been denied due to time frame policy.

   

  Thank you,

  Customer Answer

  Date: 03/26/2025

  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 difference between products wasnt explained in the return policy. However, in this case, I request the products be returned. I either want a refund or the products back.

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

  

  Business Response

  Date: 03/29/2025

  Regretably it would be impossible to return the items sent to the Returns Center as they are generally damaged out.  For the information on ****** Return Policies please refer to: *****************************************************************************.

   

  Thank you,

  Customer Answer

  Date: 04/04/2025

  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.
  
  Dear Kohls Customer Service,
  
  I appreciate your response, but I must respectfully disagree with your decision.
  
  1. Lack of Clear Policy Communication Nowhere during the purchase or return process was I informed that ******* products had a different return window. If this had been communicated upfront, I would have acted accordingly. Your customer service assured me that I would receive a refund upon return, reinforcing my belief that my return was valid.
  2. Partial Refund Inconsistency You processed a refund for one order ($500) but denied the rest, despite all orders being returned together and under identical circumstances. This inconsistency suggests a failure in processing rather than an issue with policy enforcement.
  3. Failure to Return My Items If my refund is denied based on the return window, I expect the products to be returned to me. You state that items returned to the Kohls Return Center are generally damaged out, but I was never informed that I was forfeiting ownership by returning them. If you cannot issue a refund, you should return my property.
  
  Given these facts, I request one of the following resolutions:
  
  - A full refund of $1,300 in the form of Kohls gift cards, as was done for the first order.
  - The return of my products in the condition they were received.
  
  If we cannot reach a resolution, I will escalate this matter further. I trust that Kohls values its customers and will do the right thing.
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 04/11/2025

   ********** customer claimed damage and the order was replaced under **********, Order *********** was refunded $450 for 9 items; order ********** $500 and order ********** $500. Customer claims returning 9 of each item (s) That would be total 18 at $50 each. As a one time courtesy for only being a few days late on the return I will request the $900 Gift Card to be mailed to the customer.  This can take up to 15 business days to receive.

   

  Thank you,

• Initial Complaint

  Date:03/20/2025

  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.

  I used a gift card I got for Xmas of 50$ online the site sent my order to the wrong store for pickup so I called customer service to cancel the order. They said they would send a new gift card in the mail and not to use the old one.. I never got it .. called in again and they said they would send it got an email asking where I got the card. I called in again and they said they would not give me a card or the 50$ and the person who purchased it had to contact them .. I have waisted hours on the phone with them and it is ridiculous for me to have to ask the person who gave it to me as a gift to have to waist their time .. so pretty much they stole 50$ because they received it and did not give it back

  

  Business Response

  Date: 03/25/2025

  We apologize for our customer's disappointment.  Our records indicate a Gift Card for the amount of $50 was processed on 3/20/2025 and mailed with an email sent to the customer with this update.  They recommended under Incident # ******-007386 to respond back to them if the card isn't received within 30 days.

   

  Thank you,

• Initial Complaint

  Date:03/20/2025

  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 want to clarify and start out by saying I am a dancer and I have my customer buy me expensive curtains where I can take them back and get merchandise cards at Kohls so the first incident was June 25, 2024. I took some items back and I got a merchandise card for a total of$610.54. Well I end up shopping on that day and I spent a little of it and it dropped it down to $524.35. Well I went to try using it and it was deactivated. The second incident was on July 7, 2024 I got a merchandise card for ****** I went shopping spend a little bit of it. Try to spend some online and my card was deactivated with around 400 and some dollars on It well, the third incident was July 11 2024. The beginning balance was $156.87. I spent some of it left it $67.64. Well I went to try using it again and it was deactivated from here on out I had so many of their merchandise cards that was deactivated, and then there was some that was not deactivated. They asked me to send receipts that they were my merchandise gift cards, which I did and the photos Im sending. Im sending you the merchandise cards the receipt I zoomed in so you can see the last four digits on the receipt and the card matching then Im sending my conversation I had with them. The proof that they cannot just deactivate my cards by me having so many and then some of my merchandise cards they didnt deactivate. Im sending receipts with ones that I bought after this occur with the merchandise cards that went totally fine and didnt get deactivated, but I want all my money back that was on this merchandise cards. They didnt give me a reason why they did it when I asked them to clarify it. They didnt contact me back whatsoever, and they kept saying the same thing. and they didnt even close my account. My ********************** account is still open so if it was something wrong with fraudulentor anything suspicious, they would have clothed my Kohls account I feel like they were just doing it

  

  Business Response

  Date: 03/26/2025

  We apologize for our customer's disappointment and appreciate the copies of the receipts.  However, for our Finance Team to verify and reinstate the Gift Cards, we will need copies of the original purchase of the curtains that were returned.  We were unable to find any online orders. 

   

  Thank you,

  Customer Answer

  Date: 03/26/2025

  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 
  

  
  Kohls return policy allows for returns without a receipt in exchange for a merchandise credit, which I received. Now, Im being asked for the original receipt, and my credit has been deactivated. If Kohls has specific restrictions on merchandise credits, and a return without a receipt those terms should have been made clear at the time of return like we get the lowest price of sale in the last 30 days for the item not after issuing the credit.  It is unfair and inconsistent to allow a return, provide a merchandise credit, and then later decide to deactivate it. If my account was suspected of any issue, it should have been restricted before the return was accepted. 
  
  ******* ******

  

  Business Response

  Date: 04/01/2025

  Our ************************** are waiting and willing to assist once they receive the original purchase receipts.

   

  Thank you,

  Customer Answer

  Date: 04/01/2025

  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 

  
  I am writing in response to your request for original receipts regarding the merchandise gift cards that Kohls unilaterally deactivated. Your selective deactivationcanceling some credits while leaving others activedemonstrates an inconsistent and arbitrary practice that raises serious consumer protection concerns.  
  
  Under **consumer protection laws and fair business practices**, companies are expected to uphold the terms of their return and credit policies in good faith. Nowhere in Kohls publicly stated policies does it indicate that a merchandise creditonce issuedcan be later voided at your discretion, especially without prior notification or valid justification. Your request for original receipts appears to be an arbitrary barrier, as such proof is neither standard nor required once merchandise credit has been issued.  
  
  If Kohls is unable to reinstate the deactivated credits, I will have no choice but to escalate this matter further. I am prepared to file complaints with the ************************** (***), my states ************************* and consumer rights organizations** regarding this unfair business practice. Additionally, I am aware that similar complaints against retailers have led to **class-action lawsuits** when consumers experience unjust revocation of store credits. I sincerely hope Kohls does not intend to force its customers into pursuing legal remedies over what should be a straightforward resolution.  
  Kohls deactivated over $1500 in merchandise gift cards
  
  ******* ******