US department store chain Kohl’s has paused its programme of accepting Amazon returns at select locations as part of an internal test, the retailer has confirmed to USA TODAY.
The decision is being piloted in stores in Leominster, Massachusetts, in Eau Claire, Wisconsin and in Washington, Missouri, as reported by the trade publication Modern Retail.
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The initiative was first communicated to employees one month before its commencement on Monday 17 March 2025, according to a post on the Kohl’s employee Subreddit.
Response from store associates within the forum has been predominantly positive.
As of 19 March, Kohl’s had not updated its website to indicate the changes. Further details of additional stores to be involved in the test and the duration of the experiment have not been disclosed. A store associate from the Chippewa Valley Plaza location in Eau Claire confirmed to NBC Chicago that their store ceased processing Amazon returns one to two weeks previously.
Kohl’s stated: “[We have] a test and learn culture that helps us to evolve our store experience and stay informed about customers expectations and preferences.”
In 2019, Kohl’s expanded its partnership with Amazon, introducing a service that allowed customers to return eligible Amazon purchases at all Kohl’s locations nationwide.
In 2024, the Washington Post reported that while the Amazon returns service increased foot traffic, it did not translate into a significant boost in sales for Kohl’s.
The operational change coincides with Kohl’s broader restructuring efforts, which include the closure of 27 underperforming stores by April 2025 and a reduction of its corporate workforce by 10%. These measures aim to streamline operations and improve financial outcomes for the company.
Kohl’s recently reported that its net sales dropped 7.2% to $15.38bn in fiscal 2024, compared to $16.58bn in the previous year.
