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 Corporation

  2708 W Loop 340 Waco, TX 76711-2408

• 

  Kohl's Corporation

  6120 Grand Ave Gurnee, IL 60031-1650

• 

  Kohl's Corporation

  6130 SW 17th St Topeka, KS 66615-1141

• 

  Kohls Department Store # 1086

  3175 S 25th E Ammon, ID 83406-5732

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:12/06/2024

  Type:Customer Service 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 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 *****! O

  

  Business 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:Order 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.

  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: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.

  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 resolve

  

  Business 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 supervisor

  Since 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
  48413383

  Order 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: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 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: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.

  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: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 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,
  
  ******* ********
  

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair 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 placed a pick up order: ********** on Thurs, Dec 5 at 7:41 AM CST. The order box for delivery method says FREE STORE PICK UP AVAILABLE, ready for pick up in 2 hours. When I realized last evening I never got the pick up email, I checked the status to see if it was canceled or delayed. Nothing. It says IN FULFILLMENT. I research the ***** try the ASK ME chat (useless, BTW), nothing. So I take time this morning to call customer service, clearly reaching an offshore center. After asking me my name, my email and my phone number, he says you will just have to wait for the pick up email. That was it. No resolution. If I am promised a pick up upon ordering for same day, in 2 hours, I expect that. I don't feel that is unreasonable. Yet, here it is, 24 hours later, no pick up email and no resolution. If you review my account, I am sure you will see I am a long time customer, with many, many pick up orders. If I can't rely on this, then I will make my purchases elsewhere. At the very least, I believe I am entitled to some compensation for my inconvenience and failure on the part of Kohls to meet their advertised practice.

  

  Business Response

  Date: 12/09/2024

  We apologize for our customer's disappointment with a delay of fulfilling the order.  Our records indicate Order Number ending 6610 was submitted on 12/05/2024 and picked up on 12/8/2024.  

   

  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.
  
  Yes, I understand I ordered and picked up the item. >>>HOWEVER<<<< my original  complaint was detailed my first statemetn and I have included again below.  I did not receive an adequate response via the BBB.  I expected ****** to #1:  apologize as the promise of a 2 hour pick up was not met  2:  acknowledge that not only was it not ready for pick up, there was no explanation from customer service for its delay  3:  offer a resolution that compensates me for my inconvenience and also time spent trying to find out what had happened to my order.  

  ****** did not meet the expectation set upon ordering. 

  ORIGINAL COMPLAINT: 

  I placed a pick up order:  ********** on Thurs, Dec 5 at 7:41 AM CST.  The order box for delivery method says FREE STORE PICK UP AVAILABLE, ready for pick up in 2 hours.  When I realized last evening I never got the pick up email, I checked the status to see if it was canceled or delayed.  Nothing.  It says IN FULFILLMENT.  I research the ***** try the ASK ME chat (useless, BTW), nothing.  So I take time this morning to call customer service, clearly reaching an offshore center.  After asking me my name, my email and my phone number, he says you will just have to wait for the pick up email.  That was it. No resolution.  
  
  If I am promised a pick up upon ordering for same day, in 2 hours, I expect that.  I don't feel that is unreasonable.  Yet, here it is, 24 hours later, no pick up email and no resolution.  If you review my account, I am sure you will see I am a long time customer, with many, many pick up orders.  If I can't rely on this, then I will make my purchases elsewhere. At the very least, I believe I am entitled to some compensation for my inconvenience and failure on the part of Kohls to meet their advertised practice. 
  
  Regards,
  
  **** *****

  

  Business Response

  Date: 12/10/2024

  Again, we apologize for the customer's disappointment.  This time of year there can be delays with shipping, filling orders and longer shopping lines and for that we regret the frustration caused.  We have emailed the customer a courtesy $10 ****** Cash Coupon.

   

  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. However, I would like to point out that my frustration was with the fact that #1:  No notification attempt was made to let me know my order was delayed.  #2:  Calling and dealing with the customer service *** who questioned me, took all my info, then just said to  wait, was ineffective and a waste of my time.  #3:  I understand that 'this time of year there can be delays.  I know that.  You know that.  Why isn't there a better way for ****** to deal with delays and customer satisfaction?  It's not that I couldn't live without the product another day, it was the fact I had to spend my time and  investigate the issue to be sure the order was going to be fulfilled and there was no easy path to do so.    Instead of promising 2 hour pick up, perhaps something that indicates the order may not be ready in 2 hours due to customer demand.  
  
  Regards,
  
  **** *****
  

• Initial Complaint

  Date:12/05/2024

  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 am confused. I am getting mixed messages from kohls I called in to get a free return label but the phone rep ***** seem to understand so I chatted and here is my convo which they cut off prematurely. Was I refunded and what about the damaged item?

  

  Business Response

  Date: 12/09/2024

  We apologize for our customer's disappointment.  Our records indicate a refund has been initiated and will reflect on the customer's statement within 14 days if it hasn't already.  The customer may donate or dispose of the damaged rug.

   

  Thank you,

• Initial Complaint

  Date:12/05/2024

  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 ordered from Kohls but on 11/30/24 and the order got canceled and I still have not received my money back. Ive called over and over again. They said its a problem with my bank. I spoke with my bank and the charge is still processing on Kohls side. I called Kohls back and they want me to dispute it with my bank.. you cant dispute a pending charge. I got hung up on twice, told a supervisor would call back, and that they would be looking into this. Theres nothing to look in to! My order was canceled and I have yet to receive my refund. Plain as that

  

  Business Response

  Date: 12/09/2024

  We apologize for our customer's disappointment.  Our records indicate Order Number ending 8555 was cancelled and never 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 was definitely charged.
  
  [Please type your response here.]
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:12/05/2024

  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.

  Made a purchase 10 days ago. That had a expected delivery date 7 days ago. The package was a hour away and out for delivery the following day. I did not receive the package. Ive called 3 times regarding a package that went from out for delivery in *********** to being in ************* and *************. I spoke to customer service and they told me the did not have the tracking info and they did not know where it was. I asked for a refund and was refused. I asked to speak to some else in charge and was informed there was nobody else, and they could not give a refund. So I have no info, no product and no refund. When I asked for the name and number of a superior I was hung up on.

  

  Business Response

  Date: 12/09/2024

  We apologize for our customer's disappointment.  Our records indicate a refund has been initiated since the items were not delivered within the promised time frame.  A credit will reflect on the customer's statement within 14 days.

   

  Thank you,