SmallBizGenius Analysis
Kohl's receives mixed feedback, with many customers reporting issues with online orders, shipping, and customer service. While some appreciate in-store experiences and sales, the overall sentiment leans negative due to recurring problems with order fulfillment and returns.
Category Breakdown
Scores based on analysis of 288 recent reviews
Shipping & Delivery Issues
3.0/10Many reviewers report problems with shipping and delivery, including delayed orders, missing packages, and items delivered to the wrong address. For example, one reviewer stated, "They delivered to the wrong address in another state. They know where the item went, but refused to re-send or refund the item."
30 reviews mention thisCustomer Service Problems
4.0/10Numerous reviewers express frustration with Kohl's customer service, citing unhelpful representatives, long wait times, and unresolved issues. One reviewer said, "I spoke with one of the most unprofessional customer service representatives. All they said was, 'We can’t help,' and when I asked to speak with someone to file a claim, they told me that if I wanted..."
25 reviews mention thisOnline Order Accuracy
4.5/10Several reviewers received incorrect items or sizes when ordering online. A reviewer shared, "I bought 2 of the same thing. Literally, I picked one thing and changed the quantity to 2. I receive my order confirmation via email, and they are sending me 2 different things."
15 reviews mention thisReturns & Refunds
5.0/10Some reviewers report difficulties with returns and refunds, including restocking fees and issues with receiving the correct amount back. One reviewer mentioned, "Kohl's charges a 15% for stocking fee and the buyer pays return shipping for Kohl's online purchases."
12 reviews mention thisIn-Store Experience
8.0/10A few reviewers praise the in-store shopping experience, noting friendly associates and a pleasant atmosphere. For example, one reviewer stated, "My in-store shopping experiences have always been pleasant! They run good sales and the associates are always friendly."
8 reviews mention thisWebsite Issues
4.0/10Some reviewers find the Kohl's website difficult to navigate or experience issues with order cancellations. One reviewer noted, "Their website for ordering is terrible. It gives different delivery dates after the purchase has gone to “fulfillment” as they call it."
7 reviews mention thisKohl's Cash
5.0/10A few reviewers mention issues with Kohl's Cash, such as not being able to use it or having it expire unexpectedly. One reviewer experienced fraudulent use of their Kohl's Cash.
5 reviews mention thisPros & Cons
What Customers Love
"Kohls' offers, sales and insights are constantly "on the go"."
"I did return a pair of shorts that were too big, to the nearest store, and I had absolutely no problems returning them."
"Visited the store in Lake Park Florida.. I used the ladies room to every single time I visit without fail… it has the cleanest ladies room by far.. I asked for the cleaning ladies name from the Amazon associate, her name is Reyna VV.. please acknowledge her for her excellent work.."
"I usually order from Kohks on line. Sometimes I will receive an extra 30% or 40% off my total."
"One of my favorite places to shop. High quality items and a quiet atmosphere. I love taking my time to browse the aisles, as there is always something new and interesting season."
Common Complaints
"We purchased a robot vacuum for Christmas. The package never arrived and we opened an investigation with UPS. It's now been a month. I have called Kohls multiple times to try and get a refund."
"I spoke with one of the most unprofessional customer service representatives. All they said was, "We can’t help," and when I asked to speak with someone to file a claim, they told me that if I wanted..."
"I ordered a Sonoma Goods light blue rug, but the rug inside the package was dark green."
"Kohl's charges a 15% for stocking fee and the buyer pays return shipping for Kohl's online purchases."
"Their website for ordering is terrible. It gives different delivery dates after the purchase has gone to “fulfillment” as they call it."
Common Questions About Kohl's
Answers derived from customer review patterns
Is Kohl's legit and trustworthy?
Kohl's is a well-established department store, but reviews suggest mixed experiences. While some customers have positive in-store experiences and receive their online orders without issue, a significant number report problems with shipping, order accuracy, and customer service. The prevalence of these issues raises concerns about the reliability of Kohl's, particularly for online orders. For small businesses, it's crucial to weigh the potential for these problems against the benefits of Kohl's sales and discounts.
Based on 45 reviewsDoes Kohl's have good customer service?
Based on the reviews, Kohl's customer service receives mostly negative feedback. Many customers report long wait times, unhelpful representatives, and difficulty resolving issues. Some reviewers describe customer service interactions as unprofessional and frustrating. While a few reviewers mention positive experiences with in-store associates, the overall sentiment suggests that Kohl's customer service is a significant area for improvement.
Based on 35 reviewsIs Kohl's worth it for small business?
Whether Kohl's is worth it for small businesses depends on their specific needs and risk tolerance. The store offers a wide variety of products and frequent sales, which could be attractive to businesses looking to save money. However, the reported issues with shipping, order accuracy, and customer service could create significant challenges for businesses needing reliable and efficient service. Businesses should carefully consider these potential drawbacks before making bulk purchases from Kohl's.
Based on 20 reviewsWhat is Kohl's return policy like?
Kohl's return policy appears to be a point of contention for many customers. While some reviewers report easy in-store returns, others describe difficulties with online returns, including restocking fees and issues with receiving the correct refund amount. One reviewer mentioned being unable to make a return due to ticketing issues, even with a receipt. The inconsistent experiences suggest that Kohl's return policy may not be as straightforward as it seems.
Based on 15 reviewsWhy are Kohl's online orders frequently delayed or lost?
Several factors may contribute to the frequent shipping delays and lost packages reported by Kohl's customers. Some reviewers point to issues with the shipping carriers used by Kohl's, such as UPS and OnTrac. Others suggest that problems within Kohl's fulfillment process may be to blame. Regardless of the cause, the high number of complaints about shipping issues indicates a significant problem that Kohl's needs to address.
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