In October, Kohl’s began accepting returns of select merchandise purchased from Amazon in 82 stores in Los Angeles and Chicago. The company recently announced that they will start accepting these returns in all of its stores across the country starting in July 2019. Kohl’s stated that they would package and ship all the returned items to Amazon’s return centers. Kohl’s CEO Michelle Gass said, “Amazon and Kohl’s have a shared passion in providing outstanding customer service, and this unique partnership combines Kohl’s strong nationwide store footprint and omnichannel capabilities with Amazon’s reach and customer loyalty.”
The percentage of “new customers” at Kohl’s has increased 9% since beginning to accept Amazon returns, compared with growth of 1% nationwide. Sales were also higher in Chicago than any other store nationwide.
Kohl’s is also looking into dividing their stores to share space with companies like Aldi and Planet Fitness. With this, the hope is that customers will go to those places to get groceries or workout and then stop at Kohl’s for desired merchandise. This real estate is one advantage that Kohl’s has over stores like Macy’s or JCPenney. Most Kohl’s stores are located in strip malls or are stand alone stores instead of being in an enclosed shopping mall.
Kohl’s is really setting themselves apart from other department and big box retailers. It is interesting to see how they are working on their strategy to increase presence in their stores. We will have to keep watching to see how these changes impact the sales and grown of Kohl’s in the future.
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