Kohl’s Reviews & Complaints

Kohl’s reviews on ZeroStars cover purchases in stores and on Kohls.com, shipping, pickup, returns, Kohl’s Cash, rewards and customer service. Share a firsthand experience and rate it from −5 to +5; a rating of 0 is also valid.

Kohl’s is a U.S. department store retailer operated by Kohl’s, Inc., headquartered in Menomonee Falls, Wisconsin. It sells clothing, shoes, beauty, home products and other merchandise through stores and Kohls.com. Some online listings are marked “MARKETPLACE” and are sold and fulfilled by approved third-party sellers. Sephora at Kohl’s purchases also have special rules; a standalone Sephora store is a separate purchase channel.

Identify the item, approximate purchase date, store or online channel, payment method, seller if shown, fulfillment method and any promotion or Kohl’s Cash involved. Describe the support contacts and the actual outcome, such as an exchange, card refund, merchandise credit or missing delivery. Do not publish your order number, card number or other private account information.

For Kohls.com orders, pickup, returns and shopping questions, use the official contact page, its chat option or 855-564-5705. Kohl’s says chat is available around the clock and does not offer an option to email an associate. Check order status and tracking first: one order can ship in several packages, and a Marketplace item may ship separately from the seller. If an item is missing, incorrect or damaged, retain photos and packaging and contact support; Kohl’s directs customers with a missing or extra item to its chat.

Orders can move to fulfillment quickly. For an eligible Kohls.com order, check “Manage Order” in Recent Orders immediately; cancellation or modification ends once that option disappears. Store pickup and Ship to Store have different cancellation rules. Kohl’s offers free store pickup and eligible Ship to Store options, while shipping charges and delivery speeds vary with the order. For store pickup, wait for the ready email and follow the stated pickup instructions. Kohl’s generally refunds pickup orders that are not collected within seven days. For same-day purchases made through DoorDash or Instacart, delivery support and return treatment may differ from a direct Kohls.com order.

For most merchandise, Kohl’s accepts returns within 120 days when purchased with a Kohl’s Card and 90 days with other payment methods, with or without a receipt. A shipped online order’s window starts on its ship date; a store purchase starts on its purchase date; eligible store pickup and Ship to Store windows start when the order is ready. Check Kohl’s current return policy for your item. Premium electronics and watches have a 30-day window with original packaging and a receipt or successful lookup. Sephora at Kohl’s and mattresses have 30-day rules with additional proof and condition requirements. Certain gift registry purchases have their own extended terms. Beverages, trading cards, blind-box items and opened or unsealed breast pumps are among the listed nonreturnable categories.

Eligible in-store and Kohls.com purchases can usually be returned at a Kohl’s store. In-store purchases cannot be returned by mail. Eligible online purchases can be mailed back at the customer’s postage expense, and Kohl’s does not provide prepaid return labels. Exchanges are in-store only and generally require the same item, brand, style and ticketed price, with a different size or color. Marketplace items cannot be evenly exchanged in store. Large items delivered through Kohl’s Threshold Delivery Service require a separate return process and cannot be brought to a store; Kohl’s lists a 15% restocking fee unless defective and a special returns number of 844-564-5701.

Kohl’s may look up a transaction using an order number, rewards account, credit card number or app return barcode. If a qualifying purchase cannot be located and no receipt is available, its policy says Kohl’s Merchandise Credit may be issued for the lowest discounted price during the prior 13 weeks; photo ID may be required. Excluded categories, including Sephora at Kohl’s, still require their specified proof. An in-store credit-card refund usually appears in about seven days after processing, subject to the bank. Mailed returns may take 7–10 days after Kohl’s receives them to process before the payment credit is issued. Merchandise credit and a refund to the original card are different outcomes.

Look for the “MARKETPLACE” label when shopping on Kohls.com. These products are sold and shipped by approved third-party partners, may arrive separately, and follow Kohl’s return policy for applicable eligibility and deadlines. Kohl’s says Marketplace products do not qualify for its ordinary coupons or promotional discounts, though eligible orders may earn or use Kohl’s Cash and Rewards. Kohl’s customer service handles order questions and can coordinate with the seller. Purchases placed through DoorDash or Instacart are a separate channel: check that platform for delivery problems, and read Kohl’s same-day delivery guidance for in-store return and merchandise-credit rules.

Kohl’s Cash is a promotion with defined earning and redemption dates. If a return reduces the amount that qualified for Kohl’s Cash, an unused coupon may be reduced or voided; when Kohl’s Cash was already redeemed, the refund itself may be reduced. Kohl’s Rewards is a separate loyalty program; qualifying purchases may earn rewards, with a higher earn rate for linked Kohl’s Card purchases. Check coupon eligibility before buying: brand, product and Marketplace exclusions apply. Kohl’s price-match policy distinguishes local in-store competitors from qualifying online competitor prices. Stores do not match competitor online prices, while Kohls.com may match eligible identical products from qualifying online competitors. A later Kohl’s price drop may qualify for a separate price adjustment under its terms.

The Kohl’s Card is a store credit account; the Kohl’s Rewards Visa is a distinct co-branded card. Card billing and payment questions have a dedicated 24-hour number, 844-463-7013. Card disputes or unauthorized transactions should be reported using Kohl’s official contact route and your card issuer’s instructions. Kohl’s gift cards, Kohl’s Merchandise Credit and Kohl’s Cash have different uses and return values. Check balances and account notices within Kohl’s official site or app, and avoid sharing card or account numbers in public reviews. Product warranties, where offered, are separate from Kohl’s return windows; follow the manufacturer’s or applicable plan’s terms for a later defect.

Read other customer experiences with Target, Walmart, Ross Dress for Less, Best Buy and Amazon. Browse the Retail Stores & Shopping category. These are separate businesses; Amazon return drop-off at some Kohl’s locations does not make Amazon a Kohl’s company.

Official sources checked September 28, 2026: Kohl’s return policy, customer contact, order changes, store pickup, Marketplace, same-day delivery, price matching, loyalty programs and corporate contact. Store, product, payment and seasonal exceptions can change; verify the terms applicable to your purchase.

Most purchases have a 90-day window, or 120 days when purchased with a Kohl’s Card. Exceptions such as premium electronics, watches and Sephora at Kohl’s may have a 30-day window and extra conditions.

Many eligible items can be returned without one. Kohl’s first attempts an order or payment lookup; if that fails, a qualifying return may receive Kohl’s Merchandise Credit based on the lowest discounted 13-week sale price. Some categories require proof of purchase.

Generally yes for eligible items, including most Kohl’s Marketplace purchases. Threshold Delivery items require a separate process and cannot be returned to a store.

Returning items can lower the purchase total that originally earned Kohl’s Cash. If the earned coupon was already spent, Kohl’s may deduct the unearned amount from the refund.

Kohl’s says Marketplace items are not eligible for its even in-store exchange process. Check the return policy and contact customer service about returning the item and placing a separate order.

No. Kohl’s accepts qualifying Sephora at Kohl’s purchases made there or on Kohls.com under its 30-day conditions, not purchases made through Sephora.com or a standalone Sephora store.

Kohl’s says to use its chat for assistance, or an uncollected store pickup order is generally automatically refunded after seven days. Check your order details and current pickup notice.