Complaints
This profile includes complaints for Kohl's Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,634 total complaints in the last 3 years.
- 685 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order on November 23. I still have not received it as of today. I have called Kohls customer service 3 times and they keep giving me the run around. Here is the tracking information:Moving Through Network In Transit to Next Facility, Arriving Late December 16, 2024 Arrived at **** Facility SOLDOTNA, AK ***** December 12, 2024, 4:34 am ************* Regional Facility ANCHORAGE AK DISTRIBUTION CENTER December 12, 2024, 12:51 am Arrived at **** Regional Destination Facility ANCHORAGE AK DISTRIBUTION CENTER December 11, 2024, 11:01 pm Return to Sender SOLDOTNA, AK ***** December 11, 2024, 4:17 pm No Such Number SOLDOTNA, AK ***** December 11, 2024, 9:18 am Out for Delivery SOLDOTNA, AK ***** December 11, 2024, 6:10 am Arrived at *********** ****************** December 10, 2024, 2:53 pm Arrived at **** Facility SOLDOTNA, AK ***** December 10, 2024, 4:10 am In Transit to Next Facility December 10, 2024, 1:14 am Arrived at **** Regional Facility ANCHORAGE AK DISTRIBUTION CENTER December 8, 2024, 11:07 am ************* Regional Facility ********************************* CENTER November 29, 2024, 8:44 am Arrived at ************* ************** November 27, 2024, 6:22 pm Arrived at **** Regional Facility ********************************* CENTER November 26, 2024, 11:56 pm Accepted at **** Origin Facility ****************** November 26, 2024, 10:41 pm Pre-Shipment, **** Awaiting Item November 25, 2024 When I ordered it I used my shipping address and not my mailing address. the order was shipped through the **** and not **** The other orders I have placed has come through *** and I have not had a problem with getting them. The price I paid included a 40% off coupon, a 10% off coupon and $50.00 in Kohls cash.
Business Response
Date: 12/24/2024
We apologize for our customer's disappointment. Our records indicate there is a refund/credit being processed for Order Number ending 4549. This will reflect on the Customer's statement within the next 10 business days. Also, the item is continuing to move through the delivery process with USPS. Customer may keep the item if received at no addtional charge.
Thank you,
Initial Complaint
Date:12/23/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order for ceramic houses that are holiday decor on December 3rd. order **********O. On that date I was informed approximately half my order was cancelled after ordering. This item was lost in shipment and I was told by customer service I would be refunded the $8.99 (plus tax) for this *************************** ********************* yet no refund has been received. Tealight Holder. Of the items that I received, two completely shattered. I was told twice by customer service (once on the phone and once on chat after waiting for ************************ mind you) that I would receive refund. It has been over two weeks since I was first told a refund will process, than I was told a refund was "reprocessed". Why again does a refund need to be"process" more than once. In total I have wasted hours of my life trying to be refunded for items that were never received or received completely shattered due to being thrown in a box with a couple pieces of tissue paper and not wrapped in bubble wrap. The items I was told I would be refunded for are *. ******** Square Ceramic Cone Tree Table Decor Color: MULTI, Size: MEDIUM, Qty: 1 SKU # ******** ($7.79) and St. ******** Square Medium White Ceramic House Tealight Holder Color: MULTI, Size: NO SIZE, Qty: 1 SKU # ******** ($7.79). In total I am owed for each of these items and have been told a refund was processed but have not recieved funds back to my original payment on ******.Business Response
Date: 12/24/2024
We apologize for our customer's disappointment. Our records indicate Order Number has 3 items processing a refund/credit; sku numbers ********, ********, and ******** initiated on 12/19. This refund will reflect on the customer's statement within the next few days if it hasn't already. We appreciate our customer's patience.
Thank you,
Customer Answer
Date: 12/31/2024
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 appearNeither refund has processed and neither appear on my ****** statement. At this point I will be disputing the payments with ****** to receive monies owed as the business has failed to process a refund in a timely manner, despite ensuing they have refunded me they have not.
Regards,
***** *******Business Response
Date: 01/15/2025
Our ********************************** have confirmed all 5 items on Order Number ending 8783 have been refunded on our end. We are happy to hear that the customer is involving *******
Thank you,
Customer Answer
Date: 01/15/2025
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.The businesses response stating I have been refunded for all items in this order is flatly a lie. As you can see I have been refunded exactly ONE item in this order. The broken items have yet to be refunded. The only item refunded was I presume for the single item i never received. The business does not operate in truth and rather in theft from their customers. I will however be utilizing this response as well as all others to receive my due refund from ****** and/or my creditor as the business has failed to justly remedy the situation despite want they insist. My RECORDS ( which i have transparently provided) prove they are not being truthful.
Regards,
***** *******Business Response
Date: 01/21/2025
The five items have been refunded on our end as follows; sku ******** and ******** $13.21 on 1/3/2025, sku ******** $7.61 on 1/16/2025, sku ******** $7.61 on 1/16/2025 and sku ******** $7.60 on 1/3/2025. PayPal customer service number is ************.
Thank you,
Customer Answer
Date: 01/21/2025
Better Business Bureau:
Two separate cases have been opened with ******* Were this true the seller could simply refund me though those cases. They have not. I have only reced one refund in the amount of $7.60.
Regards,
***** *******Business Response
Date: 01/29/2025
Our Executive Team has been in contact with the customer directly and resolved with a $100 ****** Cash Coupon in lieu of the $36 ****** refund that is stuck in the process.
Thank you,
Customer Answer
Date: 01/29/2025
[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:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** *******Initial Complaint
Date:12/23/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I'm not happy with Kohls as I've placed several recent orders that I'm having issues with.The first is order: ********** Only Necessities Women's Plus Size Henley ************** PJ Set. I received the wrong pajamas. They sent the wrong color altogether. There was no easy way to return it so I started a chat to request a prepaid return shipping label in which I was told I had to bring it into a Kohls store to return. I ordered it online and should not have to go Into any store to return it. I was then told I could exchange it and I said I only wanted a refund and did not trust exchanging it. I was then told that I would receive a full refund of $50.99 but have yet to receive a refund. Where is my refund?The 2nd problem I have is with order:********** ****** *** ******* Women's Sherpa Scuff Slippers. The slippers had plastic tags through the bottom that will not come out and have made two holes in the base of the slippers. I would like a prepaid return shipping label to send the defective ones I have back.Finally, the third issue is order: **********. First of all the order just arrived so it took an extremely long time to arrive. I ordered my normal size of medium and they fit like a small so now I need to exchange them for a ** Medium, also with a prepaid return shipping label to return the ones that I have. I started two chats in which the first ****** outright lied about refunding my money. The 2nd chat told me again that I would be forced to bring in each item to a ************** store in order to get my refunds. If a customer orders something from ********************** online, they should be able to return it online. I need a prepaid return shipping label for all the items that I need to return including the Only Necessities PJ's, the ****** *** slippers and the heart Dearfoam slippers. I would like a full refund for the pajamas and the slippers.Business Response
Date: 12/24/2024
We apologize for our customer's disappointment. Our records indicate a refund/credit back to the original form of tender has been initiated and will reflect on the Customer's statement within the next few days for Order Number ending 6974, sku numbers ********, ******** and ********. Also Order Number ending 5924 sku number 81919161.
The customer may donate all items received that are no longer wanted.
Thank you,
Customer Answer
Date: 12/27/2024
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 have yet to receive any prepaid return shipping labels and no refunds have posted. In addition, no total amounts are listed in the emails that I've received. So far, the response is confusing and still pending.
Regards,
******* ******Business Response
Date: 01/04/2025
No return labels are needed as previously stated the customer may donate the unwanted items.
Order Number ending 6974 has been refunded as follows; sku number ending 5050 $50.99 less $16 ****** Cash Coupons plus $1.81 tax $34.80 refund posted on 1/3/2025...sku number ending 5749 $28.50 and sku number ending 4188 $17.99 less $4.76 ****** Cash coupons, less $12.52 discount plus $2.61 tax $30.83 refund posted on 12/24/2024.
Order number ending 5924 has been refunded for sku number ending 1961 $28.00 less $12.29 ****** Cash plus .86 cents tax $16.57 refund. posted on 12/24/2024.
Thank you,
Customer Answer
Date: 01/06/2025
[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:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******* ******Initial Complaint
Date:12/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The company advertised that the return would be hassle-free, however when we talked to an agent an hour going to the store or standing in line at the post office and paying for shipping is hassle-free. When the order was placed and the offer was made to the store, hassle-free was implied as not spending money or a lot of time on a simple return. Order Number: ********** Item: ******** $32.99Business Response
Date: 12/24/2024
We apologize for our customer's disappointment. Our records indicate sku 79394850 has a refund/credit processing back to the original tender on Order number ending 9144. This refund will reflect on the customer's statement within the next few days.
Thank you,
Initial Complaint
Date:12/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Khols has no idea where my package is located. A label was created on December 15 and there is no other information. I did online chat and spoke with 2 customer service representatives. This is the 2nd problem with 3 weeks. I ordered tennis shoes, waited for them to arrive about a week and a half, called customer service to check on the order. They told me they canceled the ordered, but refunded the card because the shoes were not in stock. I expressed my concern for not being notified and that I was able to place the order for an unavailable item. My thought is this could be a repeat.Business Response
Date: 12/24/2024
We apologize for our customer's disappointment. Our records indicate Order Number ending 6664 has a refund/credit being processed for the mis shipped item , sku 50652906. The refund will reflect on the customer's statement within the next few days.
Thank you.
Initial Complaint
Date:12/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a purchase on November 15th, 2024. Initially charged the full price for merchandise without discount $ ******. Realizing the mistake the associate made a correction and I was given a receipt with sale price of $ ******. I received my bill which states the amount owed is $ ******. I called and talked to 2 associates, and finally asked for an English speaking associate. She refused to hear my explanation. I plan to pay $ ****** which was the receipt amount. I need a resolution as soon as possible. The amount I was billed is an additional $ ******. Purchase was made at the ******************************Business Response
Date: 12/24/2024
We apologize for our customer's disappointment. We will be happy to review this incident if the customer could please send us the Original Purchase Receipt information.
Thank you,
Customer Answer
Date: 12/24/2024
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 do not have the original receipt any longer. Just look at the action on my account and you can see my issue.]
Regards,
****** ********Business Response
Date: 01/04/2025
After further review we found a purchase for 4 items with a $48.26 discount totalling $543.25.
We found another purchase for 3 items with no discounts (this order doesn't include UPC **************) totalling $413.75. These 3 items were returned and refunded for the $413.75.Thank you,
Customer Answer
Date: 01/06/2025
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 will pay the amount that YOU say I owe. Not satisfied. When you ****** give a customer their receipt and it says $413.75 that is what I should have to pay. I will also CUT UP THE CARD ONCE I PAY IT IN FULL.]
Regards,
****** ********Initial Complaint
Date:12/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
my mother purchased my 4 pair of underwear she in her mid 70s so she think you can stretch it it will fit well if you look at them there's no way they would fit so and friend and I bought them back and while she was looking around they wrong me up ad gave me a 22 gift card I asked for the manager they weren't there I am very mad nd I am definitely spread this all over social media I have the proof screen shots every thingBusiness Response
Date: 12/24/2024
We apologize for our customer's disappointment. We will be happy to review this incident further if the customer can send us the receipt information for the original purchase of the items.
Thank you,
Initial Complaint
Date:12/21/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered sheets from order number ********** at it says shown as delivered. This was 8 days ago. I have checked with my neighbors and they did not receive either. I would like a refund or replacement asap.Business Response
Date: 12/24/2024
We apologize for our Customer's disappointment for not receiving the sheet set. We have initiated a refund/credit to the original form of tender on Order Number ending 0357 for the sheets. This will reflect on the customer's statement within the next 10 business days.
Thank you,
Customer Answer
Date: 12/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
**** **********Initial Complaint
Date:12/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I hope this message finds you well. I am writing to seek your assistance regarding a purchase and return issue that has yet to be resolved.On 12/25/2024, I purchased a cabinet through your online store for a total of $640.19. The cabinet was delivered in early October, and I planned to use it as part of preparing my apartment for Thanksgiving, which I was hosting.The week of Thanksgiving, my uncle helped me assemble the cabinet. To our disappointment, we discovered that the cabinet was previously used and damaged, with evidence that someone had attempted assembly and caused irreparable harm to the ******* uncle kindly returned the item on my behalf, and I received a merchandise credit of $515.19. However, the $125 used from a gift card to complete the original purchase was not refunded. I immediately contacted the store, and they directed me to customer service for resolution.When I reached out to customer service, I was informed that the issue would be corrected within seven days. Unfortunately, I did not receive the credit within that timeframe. When I followed up, I was told that the refund had been changed from an email credit to a mailed refund, requiring up to 30 days, even though I did not request such a change.During this conversation, I asked for clarification, but the representative insisted that I had requested the change and then abruptly ended the call. This interaction was upsetting and left me with no resolution. It has now been 11 days since the return, and I am still without my $125 refund from the gift card.I am pleading for your help to correct this mistake promptly. I trust that this was an unintentional oversight and would deeply appreciate any steps you can take to ensure the missing refund is issued.Thank you for your attention to this matter, and I look forward to your response.Business Response
Date: 12/23/2024
We apologize for our customer's disappointment. Our records indicate that our **************** is working with the customer for resolution with this Complaint.
Thank you,
Initial Complaint
Date:12/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a Men's Black Plated Spinner Window Stainless Steel Ring #**********, size 12, on 11/29/24 for $31.48. I walked into Kohls in ******, ** on 12/19/24 to exchange the ring for a size 10. The cashier refunded $21.88. I explained I wanted to exchange the ring for a smaller size. Cashier said it was too late she already refunded it. I explained that I needed a size 10. Cashier said I needed to reorder it at home. I asked her if she could order a size 10 and I could pick it up in store. She said she could not. I reordered the ring in size 10 on 12/21/24, order #**********, $38.56. It was a birthday present for my son who really wanted that one. I called ****** customer service ************, ref# ************* at ****** and was on the phone 31 mins. I didn't resolve the issue. I asked for a REFUND of the DIFFERENCE to be credited to my bank acct because I paid $8.95 for shipping twice and I did not get the sales price the 2nd time. The *** offered me $10 ****** cash for inconvenience. I declined because ****** Cash expires so I asked for a ****** gift card. She said ****** cash was the only thing she could do. I asked for her to escalate the matter to her manager. She placed me on hold and said that the manager couldn't offer ****** cash so I should settle the matter with her. I asked for corporate's number. She stated she didn't have one to give me. I would like to receive $16.68 refund, $31.48-21.88 what I paid vs what was refunded $9.60 plus $38.56-$31.48 the difference in the two transactions for the SAME ring $7.08. I believe that is fair. Thank you so much.Business Response
Date: 12/24/2024
We apologize for our customer's disappointment. Our records indicate the refunds are being processed per the customer request. The **********************/ refund will reflect on the customer's statement within the next 10 business days.
Thank you,
Customer Answer
Date: 01/03/2025
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.
They just refunded $8.95 for shipping. I would also like $7.08 which is the difference in price from original transaction and repurchase of same ring. It should have been an even exchange. I should not have had to pay a difference. If the cashier ordered it in store she could have adjusted the price. Original purchase price was $31.48 and the second time I purchased it it was $38.56. Thank you.
Regards,
**** *****Business Response
Date: 01/11/2025
We regret the frustration caused. The $7.08 was refunded and processed on 1/7/2025.
Thank you,
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