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Your return policy is not fair, Kohl's!

Posted Mon January 4, 2010 12:00 pm, by Susan D. written to Kohl's Department Stores

Write a Letter to this Company

My son bought me a steam cleaner and a cover for my mixer at Kohl's among many other purchases for my birthday and Christmas. I decided to return the two items because I already bought a steam cleaner 2 weeks before and the cover looked sloppy. I had gift receipts for everything they bought and instead of getting cash back, I had to take a merchandise voucher! Why even bring the receipts if you have to take a voucher? I already knew what I was going to purchase and it was $40.00 cheaper at another store
Their excuse was "We don't know if he put the puchase on a credit card or not." What difference does that make? It was MY gift and if they know it was a credit card, they put the amount back on that card so I don't get a gift at all.

The women in front of me was in tears because she wanted to exchange something she received as a gift and they made her take a voucher because the item was no longer on sale? She said "I just wanted to exchange it for the same thing, now I have to pay $40.00 more because it is not on sale."

I want them to give me the cash for the gift that was bought for me so I can purchase what I want where I want to purchase it.
Their return policy is not fair to the person who receives the gift or the giver.
I will not shop at Kohl's anymore and will let my family members know not to purchase anything for me again from Kohl's including the gift cards I receive for my birthday and Christmas.


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by pattI1228 Posted Mon August 10, 2015 @ 6:29 AM

My daughter received four sets of dishes from Kohls for her wedding,
her gift registry only called for one set. We went to Kohls yesterday
to return the Dishes. The guests that bought the dishes gave no gift
receipt and we did not have the credit card in which the 3 sets of
dishes were purchased (obviously, as it was a gift; generally people
do not give you their credit card along with the gift they just
purchased for you). In our first attempt to return the 3 sets of
dishes, we were told that because we had no gift receipt or the
purchasing credit card, we could only exchange each box of dishes,
priced at $64.99, for an equally priced item in housewares; no more,
no less, no wandering out of housewares to find 3 things in the entire
store that was the exact price of $64.99. If we were unable to find
anything in housewares for exactly that price, we would be given the
lowest sale price for those dishes, in the world in the last six
weeks...which was $8.49, on a store merchandise credit, a total of
$25.10. In exchange for 3 sets of dishes priced at $64.99. This is an
awful exchange policy. Most guests do not give gift receipts and none
give their credit cards. I will encourage my friends and family not to
to do their gift registry at Kohls, because of the return policy. Our
story ended positively because a manager who was nearby heard our plea
and chose to over-ride the return policy. If not for the managers pity
my daughter would have walked away from kohls with just $25.10 worth
of merchandise in exchange for the $195.00 worth of product she was


Re: Your return policy is not fair, Kohl's! by pattI1228 Mon August 10, 2015 @ 7:29 AM
by Soutrigger O. Posted Mon December 24, 2012 @ 9:40 PM

I used to work for Kohls and if you have a gift receipt you ONLY get a
KMRC (Kohls merchandise return credit). If you have original receipt,
you get original form of payment without a receipt, you get store
credit. And as far as exchanging something, they don't go by the sale
price. When exchanging for a different size, it doesn't matter bc its
the same thing, but you can also do an even exchange say if the shirt
is $40.00 originally and a pair of pant is $40.00 originally, that
would be an even exchange. No store in retail will give you cash back
with a gift receipt. You always receive a store credit, hence the
point of a gift receipt, you don't know the exact price someone paid
for the item.


by Jaclyn c. Posted Fri June 1, 2012 @ 2:10 PM

I agree what happen to hassel free returns. I bought a sweater and it
didn't fit right. I wanted to return it but was told I would loose my
$10 cash and they wouldn't give me a store credit. I told them I would
be using it today and would be spending quite a bit more than to top
was worth. Basically they said I would loose the Kohls case and they
couldn't give me a $16 credit to use that day. So for me it was a
loose, loose situation. Made me feel like not shopping there anymore.
I used to love the place but they are making things alot difficult
even for frequent customers. So Disgusted.


Re: Your return policy is not fair, Kohl's! by pattI1228 Mon August 10, 2015 @ 7:12 AM

by Hedi Posted Sun March 11, 2012 @ 7:39 PM

You are a dumb ass read the return policy. In every store I go into u
get a merchandise credit for a gift reciept. Your a total idiot and
loser get a life

by jov j. Posted Fri December 9, 2011 @ 9:26 PM

Kohls is the WORST of all. They will NEVER issue your refunds till
call them, and even if you call...kiss goodbye to your money. They
harass people a lot on refunds. No one picks up their Customer
Transactions number, and even if u leave a call back...(keep
no one calls)....I am sure they probably have made millions by not
issuing refunds. A class action law sue is needed by citizens against
Kohls for stealing fradulently. I have had many cases...Now, I keep
copies of the refund reciept, and call after 10 days...but still,
getting money back is a dream...I have lost almost $500 earier by not
tracking kohls refunds....Trust me...a law sue is needed against
for these refunds.

by Norman P. Posted Fri January 7, 2011 @ 7:08 PM

I agree I will never shop at Kohl's again also my extended family
unless they change their return policies. In-addition the management
is so arrogant when they call him up front to explain such. Perhaps he
or she hates it also?


by Kirsten A. Posted Fri January 8, 2010 @ 10:22 PM

"I already knew what I was going to purchase and it was $40.00 cheaper
at another store "

Does Kohl's price match? I think if you spoke to the management and
was able to show them the competitors price they may have sold it to
you for that price. As long as your request was done calmly.

I also do not know of anywhere that gives cash back from a gift
receipt. The reason; if your son returned the same item (maybe bought
at another store for example) gave him a refund with the original
receipt. Then turned around and gave you a refund with a gift receipt
then they are losing money. Think of the potential for financial
disaster Kohl's could face with this tactic.

This is how it was explained to me when I worked at a different retail
store a few years ago. And it makes perfect sense. And there are a lot
of deceptive people out there who would do this exact thing.


Re: Your return policy is not fair, Kohl's! by pattI1228 Mon August 10, 2015 @ 6:59 AM
by Kalphoenix Posted Wed January 6, 2010 @ 10:15 AM

OP is actually pretty lucky that Kohls is willing to offer a gift card
at all. Usually if the purchase is made with a credit card (Which
sounds like it is the case here) then the return is made ONLY to the
credit card or to an exchange right then and there within the return
period. I feel that THIS policy is more than fair and actually pretty

Let us know, OP, if other stores will offer you a cash refund on
purchases made with a credit card, because I strongly suspect you will
run into the same problem.

And I don't feel that the customer "in front" of OP is relevant to her
complaint, since she was not privy to all the information, UNLESS OP
heard the clerk saying obscenities or nastiness to the customer.

I'm quite sure that Kohl's (And most businesses') policy/agreement
with the credit card makes getting cash back for a credit card
transaction (at least over a certain amount, say $10 or something)
quite impossible, ESPECIALLY considering that OP wasn't the card
holder to begin with.

Since OP is going to be "telling everyone" not to purchase anything
for her at Kohls anyway, maybe she should ask her son to process the
return for her and just give her the money, since this is what OP


The OP had a gift receipt. by Just Simply Bella Sera Wed January 6, 2010 @ 10:54 AM

by Nate. Posted Tue January 5, 2010 @ 7:51 PM

I do not think they are obligated to give you cash. A gift receipt is
to ensure a return is accepted and credited for the proper amount. It
is not like a regular receipt that entitles the bearer to cash.


by Linda B. Posted Tue January 5, 2010 @ 7:24 PM

Apparently you are not familiar with the return policy of many stores.
I have worked for many retail companies and this is standard policy.
You have a gift receipt so that you can be credited the same amount
that was originally paid, otherwise you would get the sale price and
I'm sure you wouldn't want that. If it was paid with a credit card you
should not get cash back. The credit should be returned to the same
credit card it was paid with; however some gift receipts don't even
state the form of original payment. Additionally, some stores need the
same credit card so it can be swiped again. I am now working at a
retailer and their computer system requires the same credit card
otherwise the consumer gets store credit.

Maybe your son should return the items with the original receipt and
give you cash instead. This way he can also save the $40.

From reading your posting, I do not see where Kohl's has an unfair
policy. It seems to be a standard used by many retailers. Also, if you
look around, their return policy is posted (At least it is in the
Kohl's I have visited).


by Irving Patrick Freleigh Posted Tue January 5, 2010 @ 7:17 PM

"I had gift receipts for everything they bought and instead of getting
cash back, I had to take a merchandise voucher!"

The only way you would get cash back is if you could prove the items
were paid for with cash. You could not. Gift receipts normally don't
show the method of payment; just the amount.

So there is nothing at all unreasonable about Kohls return policies.
In fact, this is the same policy almost all retailers follow, if not
all of them. Refunds are issued in the same tender that was used to
pay, or you get a merchandise credit.

by K.B. Posted Tue January 5, 2010 @ 6:31 PM

I think everyone below took the words out of my mouth. But I am
curious, being that I work in retail and have never encountered
anything but this policy, what stores do give cash back with a gift
receipt? I have never heard of such a thing!


by calm Posted Tue January 5, 2010 @ 3:02 PM

After reading your letter, I am completely baffled as to what is not
fair about Kohl's return policy. It seems right to me. If the
presents were bought with a credit card, then the only things they can
give you are store credit or a refund to the same credit card. If
they don't know whether the presents were bought with a credit card,
then they can only offer store credit. If cash was that important,
you could presumably have gone to your son and asked him to return the
items, and then just give you cash so you could buy your own presents.
Since he gave you the gift receipt, he clearly isn't going to be
offended by the revelation that you would rather have something other
than the items he chose.

This year, for the first time, I bought Christmas gifts from Kohl's.
I was very pleased with the selection and the prices and -- I bought
online -- with the prompt shipping. I gambled a bit there, because
they didn't guarantee that they would ship as fast as I needed them
to, and I might have had to go out and buy more gifts at a mall in
order to get my packages out on time. But they shipped very quickly.

I have a hard time believing you are not going to need anything sold
by Kohl's in the near future; you could just wait until you budget
for those things, and then use your voucher and take the money you
budgeted to buy whatever it is that you wanted for your Christmas

Alternately, if there really isn't anything Kohl's sells that you
want, there are plenty of organizations that could really use things
that Kohl's sells. Even entities that provide used clothing to people
who need it are likely to want things like socks and underwear to be
new, for instance. You could give them the voucher or buy something
to donate, and your Christmas present could be feeling good about
having helped others.

Having read your letter, I am now confident that Kohl's' return policy
is fair and reasonable. Thank you for giving me that information. I
was already planning to shop there again, so this doesn't affect my
shopping plans, but it's nice to know.


I ordered online from Kohl's for the first time too.. by Harleycat Tue January 5, 2010 @ 6:25 PM

by MA Cunningham Posted Tue January 5, 2010 @ 2:52 PM

an original receipt, if he paid via credit card, it's refunded to like
tender. You will NEVER get refunded cash when a credit card was used.

And the policy is completely fair - it keeps stores from getting
ripped off by low life people who steal things and then return them as
unwanted gifts, trying to collect cash.

You can thank THEM for stringent policies like this.

The alternative to restricting returns is to allow every return and
then raise prices through the roof to cover the losses. Which would
you rather have?


by Harleycat Posted Tue January 5, 2010 @ 9:12 AM

Why even bring the receipts if you have to take a voucher? Because if
you don't, you will most likely get the lowest sale price within a
certain period and not necessarily the amount your son paid. I know
at Macy's, if you don't have the receipt, you get the lowest sale
price that the item sold for within the past 90 days.

Kohl's has one of the most generous and liberal return policies of all
the retailers. I do know most retailers only give vouchers for gift
receipt returns so I guess you won't be shopping at those stores

There had to be more to the story with the woman in front of you.
Kohl's always does even exchanges with no problem even if there is a
difference in price.


"There had to be more to the story with the woman in front of you." by Donno Tue January 5, 2010 @ 9:29 AM

They will do an even exchange at the desk, as long as you have the receipt. by Just Simply Bella Sera Tue January 5, 2010 @ 11:57 AM

Macy's by Tooter Thu January 7, 2010 @ 12:11 AM

Since when? by Harleycat Thu January 7, 2010 @ 9:22 AM

It started in 2007 where I worked, if I remember correctly. by Maegan Z. Thu January 7, 2010 @ 1:02 PM

That explains it.. by Harleycat Sat January 9, 2010 @ 6:46 PM

by Just Simply Bella Sera Posted Tue January 5, 2010 @ 8:07 AM

I too was surprised to see this letter. Kohls has one of the more
customer-friendly return policies out there. Did you know there is no
time limit to returning items? I used to work there. We once took back
tons of clothing purchased 10-15 years prior. All had receipts, and
all were returned for the value at the time of purchase. I don't know
of any other store that would do this.

One thing I do know though is that giving a merchandise credit for
items returned with a gift receipt is standard for most stores, Kohls
included. I returned a sweater at Target last week with a gift receipt
and received a merchandise credit. As Michelle aptly stated below, it
DOES make a difference if it was put on a credit card. So, if you
don't like that policy, you're going to have to tell your friends and
family not to purchase anything from you at ANY store from now on.

And I too think there were more details to the other woman's exchange
that you were not privy too. In fact, I'm guessing the woman in front
of you did not have a receipt for her exchange as I know for a fact
Kohls will do even exchanges at the service desk if you have a
receipt, gift or otherwise.


Bella by LadyMac Tue January 5, 2010 @ 7:29 PM

That depends. by Just Simply Bella Sera Wed January 6, 2010 @ 10:26 AM
by Michelle O. Posted Tue January 5, 2010 @ 12:06 AM

A gift receipt only shows that the item A) came from Kohls and B) how
much was paid for it - therefore ensuring that you get the value of
the gift intended for you in your exchange.

If it was purchased with a credit card originally, they are not
supposed to give cash back in any circumstance - that would be the
same as the card holder getting a cash advace on the card, without any
of the fees. Merchant agreements with card companies usually
stipulate that returns must be credited back to the card - your way
around this is to take an exchange - either in product or merchandise

I was surprised to read thisletter, as it seems that Kohls has one of
the more customer friendly return systems/policies around.


by olie Posted Mon January 4, 2010 @ 10:55 PM

"It was MY gift and if they know it was a credit card, they put the
amount back on that card so I don't get a gift at all."

This is pretty fair to your son, the person who selected gifts for you
and paid for those gifts. Item is returned, he (the guy who PAID)
gets his money back. Funny how that works.

Kohl's merchandise receipts are as good as cash, in my book. There's
an awful lot of stuff you can get at Kohl's. And just about
everything goes on sale within the next two weeks.


by RedheadwGlasses Posted Mon January 4, 2010 @ 10:37 PM

I agree with Kohl's side in your argument with them.

HOWEVER, with regard to the other woman: So if I get jeans that don't
fit and want the same jeans only in a different size, I have to pay
any increase in the price since they were purchased?

I don't believe that is Kohl's policy at all. I believe that woman in
front of you either had other details to her exchange to which you
were not privy, or she misstated things.

by gb Posted Mon January 4, 2010 @ 9:44 PM

Maybe next year they just shouldn't buy you anything! That would solve
your problem.


by RowdyRetailer Posted Mon January 4, 2010 @ 8:44 PM

Next time just ask for cash for Christmas

Good Day


Sure would save her a lot of time, wouldn't it? by C A. Tue January 5, 2010 @ 4:33 PM

by Retail Veteran Posted Mon January 4, 2010 @ 8:34 PM

If the items were paid for with cash and you had the original
receipt, then you would get cash back. The only thing a gift receipt
shows is that the items were bought at that store. It may be possible
for the store to look up the original transaction if it occurred at
that specific store. For example, Most of the retail stores I have
worked at had the capability to look up the original transaction by
credit card number or by the transaction number on the gift receipt.
If the original purchase was done by credit card, any refunds will be
put back on the card that was used. You do not get a cash refund just
because you want the money to go buy something at a different store.


by Maegan Z. Posted Mon January 4, 2010 @ 5:53 PM

Many department stores do this, Macy's included.

Returing the gifts for cash and using that cash somewhere else is not
fair to Kohl's.


by Donno Posted Mon January 4, 2010 @ 5:44 PM

The person who bought the merchandise is the one who should determine
if the policy is fair. If they are happy with the policy, then they
go ahead and buy the item and the gift receiver is bound by whatever
the rules are. If the gift giver doesn't like the policy they can buy

Fron Kohl's website:
"With a Kohl's Gift Receipt, you may be given*:
A Kohl's Merchandise Credit.
An even exchange.
A corporate-issued refund."

It sounds like you can get a refund if you are willing to wait for
corporate to process it. This could take weeks, and if the original
purchase was a credit card it is possible the funds go back to the
person who purchased the item.


WHAT!!! by fishbjc Sat January 9, 2010 @ 10:48 AM

kohls have a very bad return policy and due to this developing a bad bad reputation by su a. Mon August 2, 2010 @ 2:45 AM

Not true by mindicna Sat November 12, 2011 @ 1:20 PM

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