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
- 1,637 total complaints in the last 3 years.
- 688 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:12/08/2024
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.
On Dec 2nd I placed an order and on the 4th at 3:54 AM was told it shipped. It is now the 8th, 4 days and 7 hours later and still sits in label printed status. This has happened to orders Ive placed the last 3 years and every time they lie and say it is volume related and that I have to wait and contact them like a week later. And every time I waste more time to then be told the warehouse either lost the label or the box. I asked to speak to a supervisor to have them go ahead and contact the warehouse this time and they flat out refused to do so even when I said I do not have time to keep following up with you. This is a recurring issue they cant seem to get away from and its time they truly addressed it and listened to their customers and actually contact the warehouse when something has not actually shipped multiple days after they said it did instead of giving the runaround.Customer Answer
Date: 12/10/2024
[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.This has been resolved and item was finally shipped. Can you please close the case? Thanks for your help!
Regards,
****** ******Initial Complaint
Date:12/07/2024
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.
Return policy is highly deceptive when it involves ****** "cash". I purchased an item and then used the "cash". Because I needed to return the original item I returned the second item as well, thereby returning all product purchased from ****** but they refuse per their policy to refund all dollars, instead refunding a portion in ****** cash that is neither as valuable as actual money even when used at kohls (as it doesn't count toward things like free shipping minimums and comes off before coupons) and far worse, has an expiration date. Effectively they have created over complicated return policy to consumer detriment where order of operations matters, not end points. Ultimately in the end I have no product, but ****** has more money, despite no restocking fees applying which is very deceptive
Business Response
Date: 12/09/2024
We apologize for our customer's disappointment. ********************** Cash is reduced when a return is made. For more information on ****** Cash Impact on Returns please see our policy : ******************************************************
Thank you,
Initial Complaint
Date:12/07/2024
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 am a frequent Kohls customer. On Nov. 17 I ordered a hand held vaccum (order **********). According to order status a tag was made for it to be picked up by the carrier. That never happened. I contacted Kohls and was told I had to wait until the date it was supposed to arrive which wasn't going to happen since it hadn't shipped. It never arrived. Called again. The representative cancelled the first order, issued me the $15 in Kohls cash I had used and credited my acount and re-ordered on Nov. 30. The second order (#**********) has not arrived. Same scenerio. The representative would not cancel the order and credit my account and would not let me speak to a supervisor. After 25 minutes plus my husband took over, asked to speak with someone else who he could understand my clearly, and was rudely transferred to an extension that was not available, All I we want is to cancel the order and credit our Kohls charge for $22.28. The item again is clearly not going to arrive unless someone hand delivers it today. We are not looking for anything we are not due. Tired of waiting and getting the run around every time I call. I should not have to be calling and arguing with them for over 20 minutes each time.Business Response
Date: 12/10/2024
We apologize for our customer's disappointment. Our records indicate Order Number ending 595 shows a delivery date of 12/17. Due to the fact that it didn't deliver within the promised delivery time frame, we have initiated a refund to the Orignal Form of Tender on the order. The $22.28 credit will reflect on the Customer's statement within the next 14 business days.
Thank you,
Initial Complaint
Date:12/06/2024
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 contacted your customer service ********************** in regards to an exchange for items that could not be exchanged in the store bc they were only available online. They told me in writing that if I went to the store, returned the items and then reordered the same items that they would honor the same pricing and kohls cash. I returned the items at the store, reordered the items, and then contacted customer service and they refused to honor the agreement they made. They told me this in writing. i emailed myself the transcripts. I told them if they didnt honor this, that I would file a complaint against your company and they did not care. You cannot tell customers things and not honor them, especially when you put them in writingBusiness Response
Date: 12/09/2024
We apologize for our Customer's disappointment. Our records indicate that a credit accommodation was issued on 12/06/2024 to Order number ending 4919 for 3 pairs of leggings. It can take up to 14 days for the refund to relfect on the Csutomer's statement.
Thank you,
Initial Complaint
Date:12/06/2024
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 2 orders online on Saturday, Nov 30. When I received the verification- the address was not what a typed in. It defaulted to an old California address. Verification was delayed. I called customer service to change address/ cancel the order. Order1 was canceled - earlier done. Order2 was not cancelled or corrected despite it being within the time allotted. Calls were outsourced to ******** SA- no **************** I was assured that they would intercept the order. They have not. The packages- 2 parts are on the way to ********** at an address that no longer has a child there. I tried calling the corporate office in *********- only got recordings. Called the Kohls store in *********- talked to the manager- no help. Their system is antiquated. Leaves no time to correct/ cancel. And customer service is useless/ not accessible. I have items on the way to ********** totalling a little over *****! OBusiness Response
Date: 12/10/2024
We apologize for our customer's disappointment. We have initiated a refund to Order Number ending 9260 for the items shipping to an incorrect address. This credit will reflect on the customer's statement within 14 business days.
Thank you,
Customer Answer
Date: 12/10/2024
[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.
In addition, Kohls needs to update their ordering process online. The inability to change, correct or cancel orders, given their 15 minute time limit is not customer friendly. It was obvious that my order was not processed within the 15 minute time frame, as I did not receive a verification until over an hr later. Furthermore, I looked online for tracking info regarding this order and it took several days for the carriers to initiate transport. During that time, Kohls would have been able to intercept the packages. I shop at Kohls regularly, this has put a very bad "taste" in my mouth. Kohls cannot afford-literally, to continue such poor customer service in their ********************** and online. Customers also need to speak to US representatives, as outsourced representatives are difficult to understand, despite being very courteous.As of now, the packages delivered to the wrong address are waiting at the gate, house ( hopefully) which has been notified to hold them. Hoping that ****** will have a carrier pick them up to return to Kohls. I live in ***- the packages were delivered to the wrong address, and person in *********, **********, which was once occupied by another daughter.
I hope that Kohls takes my critic very seriously.
Regards,
******** ***Initial Complaint
Date:12/06/2024
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.
Hello I have order ********** that I would like canceled. **************** is refusing to cancel and refund my order. This is unfair and not okay. Please proceed with my requested refund.Business Response
Date: 12/09/2024
We apologize for our customer's disappointment. Our records indicate that Order Number Ending 7968 was picked up on 12/6/2024. Three items were cancelled due to not being available in the store and were not charged.
Thank you,
Customer Answer
Date: 12/09/2024
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 did NOT pick up this order. I have screenshots from an agent named ******* who claimed to have refunded me my full order, but never did. I am reaching out for a refund on items I do not have and that was promised. I am tired of reaching out to customer care because we always go in circles and they say they do something and dont. This doesnt have anything to do with the canceled items. The rest of the order.
Regards,
****** ******Business Response
Date: 12/10/2024
We regret the frustration caused. We have initiated a refund for Order Number ending 7968 for the items that show as Picked Up. This credit will reflect on the Customer's statement within 14 business days.
Thank you,
Customer Answer
Date: 12/10/2024
[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:12/06/2024
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.
For the past year I have ordered thousands of dollars of items. Many orders showing "waiting for carrier pick up" and never come, yet I was charged. I have received several packages missing items or damaged items.I'm told they will replace or refund. they send confirmation of replacement then the order is cancelled.refunds never issued I've called dozens of times but to no resolveBusiness Response
Date: 12/11/2024
We apologize for our customer's disappointment. If the customer is able to send us the Order numbers in question along with the sku numbers of damaged and or missing items we will be happy to review further and find resolution.
Thank you,
Customer Answer
Date: 12/11/2024
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 given kohls representative all the order numbers, sku's etc. I was given a case number from ***** associate number a1xky ref #******_028172 from ****** but have not received any update. Left oh hold for extremely long periods of time and disconnected at least three times. Unable to connect me with a supervisorSince my original complaint I had several other orders which also have had issues. Including missing items, incorrect items and items shipped and packaged from other businesses including Groupon, zulu's kitchen warehouse.. amazon. when i viewed these items from these companies not only were they 1/4 of the price they were missing or incorrect. A sterling silver bracelet came in a ziploc bag a detached tag and marked PAJ China this was supposed to be $350.00 on the site for PAJ it was selling for $59.00?Please type your response here.]
Regards,
***** **********Business Response
Date: 12/13/2024
Our apologies. The following sku numbers are being refunded to the original form of tender.
Order # **********
sku 52691782
Order # **********
entire order, all tracking numbers show no updates
Order # **********
sku 71585760
61078475
47882024
sku ******** refunded on 12/7, sku ******** refunded on 12/5
Order # **********
sku 52324797
75232096
48413383Order number ********** cancelled therefore no charge
Order # ********** sku numbers ******** ******** ******** ********* refunded on 10/22 // sku ******** refunded on 11/6
Order # ********** sku number ******** refunded on 11/21 sku ******** refunded on 11/8
Order # ********** sku number ******** refunded 12/4 sku ******** refunded 11/28
Order # ********** delivered
Order # ********** no charge
Order # ********** delivered
What were the damaged items on Order # **********
Initial Complaint
Date:12/06/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased this product through online. I had to open a charge account in order to take advantage of a discount. I did. I was approved by *********** kohls charge. I entered the shipping address and son in laws name and address. It was canceled without my knowledge. I'd checked to find out the status of order is how I found out. They canceled for fraud. I lost the benefit of my bargain of 35$. I was offered 5$ promo credit. I declined. I would never have open a **** charge but for the discount.I've tried to resolve it, to no avail. I called a local store. I explained my issue. I am hard of hearing and some call centers don't speak good English. I just want the benefit of my bargain and 5$ is an insult when it cost me 64$ more with ******'s dynamic pricing. I'm offended.Business Response
Date: 12/10/2024
We apologize for our customer's disappointment. Our records indicate Order Numbers ending 7677 and 1643 both have an item that is currently out of stock. Also when placing orders make sure the billing address matches the tender being used. For additional assistance please contact ************.
Thank you,
Customer Answer
Date: 12/10/2024
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.
[Please type your response here.]
Regards,
******* *****This does not address that they canceled this order without any notification. I lost my benefit of my bargain. I opened a new credit line in order to take advantage. How is it my issue when it said address to ship.. I put my son in laws address. Why wasn't I notified it was canceled?
Business Response
Date: 12/11/2024
Our regrets, if an item isn't available to ship or pickup in the store, the order cancels. When signing up for a new card your percentage off offer will arrive with the new card. The billing address on the orders must match the billing address of the card being used. You are able to enter any shipping address. If the billing address doesn't match, this too could cancel and order.
As a courtesy we have emailed a $20 ****** Cash coupon today for the frustration caused. This coupon doesn't expire until 1/30/2025.
Thank you,
Customer Answer
Date: 12/11/2024
[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,
******* *****It is satisfactory in the only sense you're what's wrong with corporate America.
Initial Complaint
Date:12/06/2024
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.
Purchased a colombian winter coat paid ****** few weeks ago tags still on it have receipt got it on my Kohls **** used 52 in kohls cash coat went on sale 140 store told me bring it back in for sale adjustment get all the up there they say they cant register wont let them i said fine refund it i will buy back for sale price then they say if i do that i loose my kohls cash that i applied to coat that is a 50 dollar sale price thats alot I would just return the coat and tell to keep it all I am so up set about this but i do like the coat I think they need to give me sale price make it right I am 60 years old and have ** and spend a lot of money at Kohls for them to do this and for me to have to do all this is just ridiculous I hope some one an help **Business Response
Date: 12/10/2024
We apologize for our customer's disappointment. Our records indicate that we emailed a $50 ****** Cash coupon to the customer as a courtesy pricing difference.
Thank you,
Initial Complaint
Date:12/06/2024
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 purchased an item online. I came in used and parts were missing. I took pic of box soon as it arrived. It was aweful covered in dirt. I returned it when I opened and realized it was used and missing parts. When arriving at store I had another item to return. They got it returned but could not return the vacuum cleaner. The computer system would not let them give all my money back. I paid ****** but they only wanted to give me back 11 and wanted to to take a coupon for $60 for the remainder that I had a month to use. I want all my money back not a limited coupon. I talked to my bank and the corporate headquarters for kohls and was told leave the item without getting my money back and file a dispute with by bank. That will take weeks my bank said. Now it out ****** and have no product. I want my money back. I also took a video from the store on my cell telling the manager I was filing on my card and was leaving the item as well as a pic of the item after the put it behind the counter.Business Response
Date: 12/09/2024
We apologize for our customer's disappointment. Our records indicate a refund has been initiated to Order Number ending 5719 in the amounts of $40.47 and $173.35 for the full refund of $215.82 back to the original form of tender used. This may take up to 14 days to reflect on the customer's statement.
Thank you,
Customer Answer
Date: 12/15/2024
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.
The ***** was gor a different item i returned a pair of boots it had nothibg to do with the vaccum cleaner. Look at the piv and order numbers.Thank u
******* ********
[Please type your response here.]
Regards,
******* ********Business Response
Date: 12/23/2024
After further review the vacuum cleaner was refunded $151.07; the $60 ****** Cash coupon was deducted since it was redeemed for the boot order. The boots were refunded in the store and the $60 ****** Cash coupon would have been given back to the customer along with the $40.47 refund for the boots. Initially a $173.35 was initiated for a refund of the vacuum however this along with the $151.07 would have been more than the purchase of $215.82 therefore that declined.
Even though the refund was made for the vacuum, we initiated a $70 ****** Cash coupon as a courtesy for the frustration caused.
Thank you,
Customer Answer
Date: 12/23/2024
[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,
******* ********
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