Kohl’s Has Stopped Accepting Amazon Returns at Some Stores

Kohl’s has stopped accepting Amazon returns at select retail locations.

Per Modern Retail, employees at Kohl’s stores in Leominster, Massachusetts; Washington, Missouri; and Eau Claire, Wisconsin confirmed via phone that these locations have stopped processing Amazon returns. A company spokesperson confirmed the news to the outlet, calling it a “temporary test.”

However, they did not share if this new policy would spread across all stores or how long this test would last, though they did explain why some Kohl’s stores would no longer accept Amazon returns.

“To continue to learn from our customers, we are conducting a test in a handful of our stores where we will be temporarily discontinuing the third-party returns service,” said a Kohl’s spokesperson. “Kohl’s has a test and learn culture that helps us to evolve our store experience and stay informed about customers expectations and preferences.”

Kohl’s employees took to Reddit to share details about the test. Many commenters cited the cost it takes for returns to be processed as well as the time for employees to process returns and deal with customers as reasons they hope the test expands to all locations permanently.

When Did Kohl’s First Start Taking Amazon Returns?

Kohl's not accepting Amazon returns at 'test' stores as sales slide https://t.co/gUSLIlBXhQ

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Kohl’s began accepting Amazon returns in 2017 through a pilot program in select stores located in Los Angeles, Chicago, and Milwaukee. This initiative was expanded nationwide in July 2019, allowing customers to return eligible Amazon items at all Kohl’s locations across the United States.

The partnership aimed to increase foot traffic in Kohl’s stores by offering a convenient return option for Amazon customers. In the three weeks following the nationwide launch, Kohl’s experienced nearly a 24% increase in foot traffic, according to Business Insider, with the program attracting approximately 2 million new customers, a third of whom were millennials.

Currently, Kohl’s has not updated this change on its website. The site contains instructions on how to return Amazon items at all Kohl’s stores. It is unclear when and if a change will be made. However, in the fine print, the store encourages customers to shop at their local Kohl’s store after returning their Amazon packages.

It states, “While you’re at your local Kohl’s, take a moment to discover what’s new from an expanded home collection to the latest looks for the family. Remember to get the most out of every time you shop with stacked savings, Kohl’s Rewards and Kohl’s Cash!”

The end of the service comes as Kohl’s plans to close 27 of its underperforming stores by April 2025 and cut 10% of its corporate workforce.