The Surprising Change That Just Happened At Every Kohl’s Store

A new surprising change is occurring at all of Kohl's 1,100 stores nationwide. The company touts it as a more efficient option for guests.

By Charlene Badasie | Published

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Popular department chain Kohl’s is expanding its self-pickup service to all locations across the country. Launched as part of the company’s commitment to improving its shopping experience, the service is now available on eligible online orders at more than 1,100 stores. The retailer currently lets customers pick up items at their nearest location. But purchases are held at the customer service desk, which often has a line. However, the need to wait has been eliminated after the firm officially announced the new service in a press release.

Speaking about the service expansion, Kohl’s Chief Technology Officer Siobhán Mc Feeney said, “Our customers love the convenience of same-day buy online, pickup in-store. And now we’re taking the experience to the next level.” With some of the busiest months ahead for customers and associates, the company believes the self-pickup option will create an easier and more efficient omnichannel experience for everyone. Orders placed online will be ready in two hours when selecting “In-Store Pickup”. Folks will get an email when their purchase is ready for collection.

There’s no need to wait in line inside the Kohl’s store. Customers just need to follow the signs to the designated self-pickup area. Once there, folks simply need to use their smartphone to click the “Open Pickup Pass” link included in the email. After selecting the “Start Pickup” option, they will be prompted to enter a four-digit code displayed on the physical pickup station to receive a bin number. Once the bin and purchase have been located, all that’s left to do is select “Complete My Order” on the screen.

Kohl’s first introduced drive-up curbside pickup during the height of the pandemic in 2020. But the service has been temporarily paused, BestLife reports. Self-pickup was piloted in 2021 and, after receiving positive feedback from customers, the retailer was prompted to expand the offering. The company is also intentionally rolling out the option before the holidays when stores are particularly busy. “Our teams have been working hard to ensure the service was available for all our customers ahead of the holiday rush,” Mc Feeney explained.

She added that Kohl’s has always focused on listening to what shoppers want and using technology to make it as easy as possible for families to get everything they need quickly, through a simple experience. Founded in 1962, the department store is a trusted name that folks rely on for everything from a closet upgrade to back-to-school shopping. Recently, the Wisconsin-based chain has been revamping its business model by rolling out a new store format which adds small Sephora stands to 400 locations.

Announced in February, Kohl’s originally planned to have the concession stands replace the current in-store beauty departments. But the concept was thwarted a few months later when the owners of JC Penney made an offer to purchase the retailer for almost $8.6 billion. According to the New York Post, the proposal put the Sephora stores in jeopardy. The retailer put itself up for sale earlier this year at the urging of activist investors Macellum and Engine Capital, who were unhappy with the direction of the company.