Kohl’s Sees Amazon Returns as Their Single Biggest Initiative of the Year
Kohl’s now accepts Amazon Returns at all 1,100+ locations nationwide, according to a statement from the company. Customers are able to return eligible items without a box or label. Kohl’s handles all of the packaging, shipping and processing.
Michelle Gass, Kohl’s chief executive officer, says the “Amazon Returns program is our single biggest initiative of the year.” The company is relying on Amazon Returns as a key source of traffic for the coming year. “It drives customers into our stores, and we are expecting millions to benefit from this service.”
Kohl’s piloted the program in 2017, starting with 10 locations. They subsequently expanded to over 100 stores in select cities, followed by the nationwide rollout this year.
The service offers benefits for Kohl’s and Amazon alike. In exchange for processing the returns, Kohl’s has the potential to gain new customers that may not have otherwise entered the store. Amazon is able to provide a convenient return process for customers who do not want to go through the traditional shipping route.
Gass emphasized this partnership is a “long-term bet” for Kohl’s. The store has had a spike in overhead costs due to increased staffing. She says, “What our data would suggest is that we’re also bringing in a new customer and we’re bringing in a younger customer. That is significant.”