Business Profile

Department Stores

Kohl's Corporation

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

1,622 total complaints in the last 3 years.
676 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/13/2025
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.
I placed an order with Kohls on May 2, 2025 Order # ********** for the items of Zojirushi Induction Heating System Rice Cooker and Warmer, Ninja Foodi NeverDull Premium 14-pc. Knife Block Set with Built-in Sharpener System x1, and T-Fal Essentials 20-pc. Nonstick Cookware Set x1 . The tracking information shows the package was delivered but I never received it. Tracking 1ZY6754X0360176375, ************, ************. I immediately checked around my property, with neighbors, and confirmed that my shipping address was correct. I also received no photo confirmation or notice of attempted delivery. I contacted Kohls customer service multiple times. In their final response, they told me they cannot refund or replace the order because the shipping carrier marked it as delivered and reported no issues. I explained that I never received the item, but they stated they cant override the carriers confirmation. After I followed up again, the representative stopped responding completely and I was left without support or resolution. This response is unacceptable. According to the ************************* Mail, Internet, or Telephone Order Rule, the seller is responsible for ensuring that the customer actually receives their purchase not the shipping company. The rule states that if an item is never received, the seller must refund the customer. Additionally, the Fair ********************** Billing Act allows consumers to dispute charges for goods that were not delivered. I have done everything on my end to resolve this issue directly with Kohls, but I have not received a resolution. I am seeking a full refund for the undelivered merchandise. Attached are screenshots of my communication with Kohls support, clearly showing that I reported the issue and was told they could not help due to the carriers delivery scan. I never received the package, and after I followed up again, the representative stopped responding. I also attached my order confirmation for reference.
Business Response
Date: 05/15/2025
Our records indicate your order placed on May 2, 2025, consisted of three items. The order was fulfilled and each item was picked up by the carrier **** and Fed Ex). Each item was assigned a different tracking number. The tracking number ending in 7760, indicates that Fed Ex delivered the item on May 7, 2025. The tracking number ending in 6375, indicates that *** delivered the item on May 8, 2025. The tracking number ending in 6942, indicates that Fed Ex delivered the item on May 12, 2025. All three items were shipped to the address that was provided for the order. As previously advised, we are unable to process a refund at this time. Please reach out to your bank/card issuer to dispute the charge of $766.19.

Customer Answer
Date: 05/15/2025
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. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

***** ***
Initial Complaint
Date:05/13/2025
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 received multiple gift cards as merchandise credit for returns. I put the gift cards in my kohls wallet. The gift cards clearly state on the back they never expire and never charge fees. In December of 2024, my gift cards still showed in my wallet. Some of they were even used at that time. In February 2025, all of the gift cards suddenly showed a $0 balance. I have talked extensively with Kohls customer service and *********** (who I was referred to by Kohls ****** It appears the gift cards have been deleted from the system and can not longer be found. Therefore, they cannot honor the balances on them. I was told by multiple **** that this happens often a few years after the gift cards have been issued even though it clearly states, in bold print, they do not expire.
Business Response
Date: 05/15/2025
Please note that a ****** Merchandise Credit (KMC) does not expire. As stated on the ***, ****** may replace the unused value of lost or stolen and damaged cards with proof of issuance. Please provide the receipt information for the return sales receipt, or provide the number for the ****** Merchandise Credit and we will research this matter further.

Customer Answer
Date: 05/15/2025
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. For your reference, details of the offer I reviewed appear below.

i do not have original receipts as they were discarded once the gift cards were proven to be active with the proper amounts. They remained active with correct monetary amounts for a while. I had no reason to believe they would suddenly be deactivated in the Kohls system and I would again need the receipts
for some of them, I do have proof they we partially used on purchases.
again, they worked for awhile until they suddenly went to $0 and were, from what I am told, deactivated in the Kohls system. I do not want to post actual card numbers in a public forum, but I have been told by multiple Kohls employees and *********** they have been deleted in the Kohls system and , apparently, they see this often in gift cards a few years old.
it may be possible, if you search my Kohls account , to find when they were issued. However, I see no way to do that on my end.

Regards,

****** *******
Business Response
Date: 05/19/2025
We stand behind our previous response. The customer would need to provide the receipt information for the return or provide the number for the ****** Merchandise Credit.

Customer Answer
Date: 05/20/2025
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 Merchandise credit numbers can be sent. That was not requested in the first response, only receipts. Please advise as to how I can send the merchandise credit numbers, in the form of the gift card numbers, in a private way vs over a public forum

Regards,

****** *******
Business Response
Date: 05/22/2025
On May 20, 2025, we reached out to the customer via email and requested the ****** Merchandise Credit numbers. When the customer responds to the email with the requested information we will be able to further research their concern.
Customer Answer
Date: 05/22/2025
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.

[Please type your response here.] email reply with requested information resent on 5/22/25 at 7:46 EST

Regards,

****** *******
Business Response
Date: 05/29/2025
After review of the four Kohls Merchandise Credits, we found all four were used on purchases made in the store and online at ******************************. The purchases made online the customer can view at their ************************** shopping account.
Customer Answer
Date: 05/29/2025
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.

[Please type your response here.]

There are not purchases in my shopping cart for all of the gift cards in question. My cart goes back less than two years. I cannot see history beyond that. I have searched emails for receipts from ************************** using the gift cards and cannot find them fully used. Some were partially used. Please send a detailed statement with usage to the email address of this complaint as no one has been able to find the gift card history until now.

Regards,

****** *******
Business Response
Date: 06/05/2025
We have emailed the customer with the requested information.

Customer Answer
Date: 06/06/2025
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.

[Please type your response here.]. Requested information sent. A *** ***lied to the information and I have ***lied to them. Waiting for a ***ly

Regards,

****** *******
Business Response
Date: 06/06/2025
We will provide the customer with a gift card and this will be mailed next week. Please allow sufficient time for the gift card to arrive.
Initial Complaint
Date:05/12/2025
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 am writing to report a serious issue regarding my Kohls Cash. I was issued $150 in Kohls Cash (ID: ***************, PIN: *****, which I had been saving to purchase a gift for my son. However, when I attempted to redeem it in-store, I was shocked to discover that it had already been redeemed without my authorization.This was both distressing and embarrassing. I drove to the store, spending time and gas, waited in line for over **************************************************** front of a long line of peoplethat my Kohls Cash had already been used. The reaction from other customers, including audible sighs and comments to hurry up, made the situation humiliating and emotionally distressing.I had no idea my Kohls Cash was compromised, and this experience has left me not only frustrated but also deeply disappointed. I respectfully request that Kohls reissue the $150 Kohls Cash that was wrongfully redeemed and, in light of the inconvenience and emotional impact of this experience, I am also requesting an additional $50 in Kohls Cash as compensation.Please investigate this matter as soon as possible. I would appreciate a prompt resolution, and I am happy to provide any further information if needed.
Business Response
Date: 05/16/2025
We apologize for our customer's experience. On May 16, 2025, we emailed a $150 ****** Cash coupon to the email address provided for this complaint. Respectfully, we decline the customer's request for compensation.

Customer Answer
Date: 05/20/2025
[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:05/12/2025
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 did a return and have a Kohls merchandise card that at the store is showing a zero balance if I call the gift card lineto check the balance it says the card is an active but when I call customer service, they tell me that the total is two 1671 the card is working. Ive already made at least 10 calls to customer service and have gotten nowhere that Im getting no help at the store from the managers **** would like to be able to use my merchandise card however, the card that I have right now, I am not able to use in store. I would appreciate if someone would reach out to me and correct this issue.
Business Response
Date: 05/15/2025
Our internal business partners need the following information to resolve our customers concern. Please provide a copy of the sales receipt of the original purchase, or if the purchase was made online, please provide the order number. If our customer does not have the sale receipt for the original purchase or an order number, please provide the store where the original purchase was made with a date range for the purchase. If the original purchase was a gift, please provide the name of the individual who provided the gift, along with the store and date range for the purchase. When this information is received, we will research this matter further.
Customer Answer
Date: 05/16/2025
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.

[Please type your response here.]

Regards,

******* *********
this is my response to Kohls
i have no way to respond to the request. I was doing a return for my father, **** *********. His girlfriend ***** ****, purchased the items while they were on a road trip. She said she is pretty sure it was at one of your Omaha stores. She doesnt know where the recipes is and paid cash at the store. If you need to contact her directly her phone number is ************. Thank you.
Business Response
Date: 05/19/2025
We stand behind our previous response. Without the requested information we are unable to proceed further.
Customer Answer
Date: 05/20/2025
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.

she thinks it was the Kohls at ******************************** on April 16th or 17th. Is that the information you requested. She used cash for the purchase. If I am not able to use the merchandise card how can I get my items back? Am I just out the money now? If I am not able to use the card then I would like my items returned to me.
Regards,

******* *********
Business Response
Date: 05/23/2025
We thank the customer for providing the additional information. The ****** Merchandise Credit for $216.71 is now available for the customer to use.
Initial Complaint
Date:05/10/2025
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.
Purchased a bracelet online on ************************** on 26-Nov-2024. The description claimed it was 14k gold. Item never worn due to my wife being overseas till like a month ago when she pulled it out to wear it. The bracelet is completely discolored with black specs all over. Submitted a return request online and got a barcode to return it in one of Kohls stores. The store wouldnt take it back because according to them, it doesnt have a box with a barcode to scan even though it came in a bag without a box. Called customer service and they denied my request to return the item stating the return period was over and said that the 14k gold they sell is not good quality gold and I shouldve known this. This is false advertisement because it was mentioned nowhere in the description as it being low quality
Business Response
Date: 05/12/2025
We apologize for our customer's experience. We have initiated a refund/credit for the 14k Gold Vermeil Twisted Oval Bangle Bracelet (SKU ********) from order **********. Please allow up to 7 business days for the refund to reflect on the form of tender used for the order.
Customer Answer
Date: 05/12/2025
[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,

Said Messerour
Initial Complaint
Date:05/09/2025
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.
********** Im waiting on the refund for the area rug in this order. I have attempted calling in four times. Long hold times and people who dont speak English, fluently. While I have no problem with immigrants in our country, if you dont speak the language; dont work in customer service. The wrong rug was sent and returned. Im just looking for my refund. Thank you.
Business Response
Date: 05/10/2025
We apologize for our customer's disappointment. Our records indicate a refund request has been issued for the rug on Order Number ending 3643. This credit will reflect on the customer's statement within the next 7-10 business days.

Thank you,
Initial Complaint
Date:05/08/2025
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.
Placed an order #**********. **** ********************** tracking for package hasn't updated since 4/17/25 and is lost in transit.I inquired with the chat to get a refund since they advised my items were out of stock and could not be reshipped and I only got a partial refund. I re-chatted with the **** to get my full refund and they advised they couldn't because I had kohls cash. I explained that my package was lost in transit and that it wasn't my fault and I didn't want a refund in the first place and they said they could not do anything. I would just like the rest of my money back.
Business Response
Date: 05/12/2025
The return amount was less than the purchase amount due to Kohls Cash earned for this order was redeemed on a subsequent purchase. In consideration of the circumstances with the order lost in transit, as a courtesy, we credited $21.79 to the form of tender used for the order. Please allow up to 7 business days for the additional refund to reflect.
Customer Answer
Date: 05/14/2025
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.

I have not received my refund yet. Please let me know when this will be processed.

Regards,

******* ********
Business Response
Date: 05/16/2025
We have confirmed a credit for $21.79 was processed. Please allow a few days for the credit to reflect.
Initial Complaint
Date:05/08/2025
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 ordered two items in December. One shipped. The other said pending in the shipping status from then until late March. I called today to get a ***lacement or refund and the ***resentative said neither was possible because the order was over 120 days ago. But I was charged for the item back in December, paid for it in January and the item never shipped. I waited since the order was still pending because I understand how customs and shipping can work. But since their site still said pending I just waited. Now I cant get the item or refund when Ive paid for it??That makes no sense What is the resolution to this?I spent 40 minutes with a *** and they finally transferred me to a supervisor who left me on hold for 5 minutes and then hung up on me
Business Response
Date: 05/10/2025
We apologize for our customer's disappointment. Shipment tracking shows there was an exception for the Razor. We have refunded $25 back to the original form of tender. This credit will reflect on the customer's statement within the next 7-10 business days. We are unable to replace the order for the customer; however, if they choose to reorder and send us the Order Confirmation number, we will be happy to adjust the pricing to reflect the original price paid.

Thank you,
Initial Complaint
Date:05/08/2025
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.
On 5/1/25 I ordered an Amazon Fire Tablet HD 10 for $179.99. On5/4/25 I recd an email from Kohls stating a price reduction of $104.99 was now in effect. My item was enroute and I checked my acct to see if the price was reduced. It was not! I contacted **************** and was told they couldn't do anything because it was an exclusion item! I thought that was ridiculous and asked for a Manager and the Floor Supervisor **** told me the same thing and they would NOT do a thing! Here's their stupid suggestion which the ** gave me. Return the item when it arrives then reorder under the Sale price! I told him that was Insane! If I don't get the adjustment I will never order from you again! Just in the last month I have ordered $400.00 in items....I will go elsewhere if this is how I'm going to be treated! I have the Tablet and I refuse to jump through ignorant hoops!
Business Response
Date: 05/10/2025
We apologize for our customer's disappointment. Some of the items sold at ****** are 'excluded' from the Vendor being not eligible for coupons or price adjustments. However, we have accommodated/refunded the price difference of $75 as a one time courtesy. This will reflect on the customer's statement within the next 7-10 business days.

Thank you,
Customer Answer
Date: 05/10/2025
[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,

***** Best
Initial Complaint
Date:05/07/2025
Type:Customer Service 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 reached out before but didnt hear back. I had kohls cash $12.50 and it expired on 12/23 I thought it was on 12/24 and I went in and they wouldnt accept it. I was then told they have a ***** period so I am wondering why they didnt let me use it a day late.And when I reached out to kohls via email this was the message I received back Thank you for taking the time to contact ******. I regret that I am unable to assist you via email. Please call our **************** Contact ********************** at ************** so we may assist you directly. ****** **************** Representatives are available Monday through Saturday, 7:00 a.m. to 9:00 p.m., and Sunday, 10:00 a.m. to 8:00 p.m. Central Time. Hours of operation may vary and are subject to change. I apologize for any inconvenience this matter may have caused you.We appreciate the time you took to contact us and look forward to serving you again.Yet I couldnt get through to the phone lines
Business Response
Date: 05/09/2025
Kohls Cash can be used in-store and online up to 10 days after the expiration date. Orders must be placed with a **************** associate in order to honor the expired Kohls Cash online within a 10 day grace ******* The coupon provided with this complaint is Blue Kohls Cash. Please note that Kohls Rewards and Blue Kohls Cash coupons cannot be applied to an online or in-store transaction after the expiration date since they have a longer time frame to apply toward a purchase. Both Kohls Rewards and Blue Kohls Cash is valid for 30 days from the date issued.
Customer Answer
Date: 05/09/2025
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.

[A 10 day ***** period and I wasnt allowed to use it a day late so I didnt get the 10 day grace.]

Regards,

******* ********
Business Response
Date: 05/19/2025
As previously advised; The coupon provided with this complaint is Blue Kohls Cash. Please note that Kohls Rewards and Blue Kohls Cash coupons cannot be applied to an online or in-store transaction after the expiration date since they have a longer time frame to apply toward a purchase. Both Kohls Rewards and Blue Kohls Cash is valid for 30 days from the date issued. We consider this matter closed.
Customer Answer
Date: 05/20/2025
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.

[You stated there was a ***** period I wasnt given that. Ive been a loyal customers for years and always use it ontime and the one time I wasnt even given a 24 hour ***** ******* Nevermind the 10 days you said above. So would they honor that now since I wasnt allowed to use what I was suppose to then.]

Regards,

******* ********
Business Response
Date: 05/20/2025
Please note that a grace ****** was never offered for ***************** Cash. Blue Kohls Cash coupons cannot be applied to an online or in-store transaction after the expiration date since they have a longer time frame (30 days) to apply toward a purchase. We consider this matter closed.
Customer Answer
Date: 05/21/2025
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.

[Now youre changing what you said from above. Thats fine you easily could have allowed it and things would have been fine with a loyal customer but Ill no longer show at ********************** and Ill take all my business to ******.]

Regards,

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

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