Kohl’s is under fire — again.
The retail giant is facing a fresh wave of customer backlash after a coupon fiasco left one shopper $50 short in Kohl’s Cash, despite the credit technically being within its 10-day grace period.
The incident exploded on social media, with the disgruntled customer tagging @Kohls on X writing:
“You stop honoring the 10-day grace for Kohl’s Cash without notice? That’s $50 lost. Thanks for nothing.”
According to the shopper, their Kohl’s Cash was due to expire on May 26, but the store refused to honor it even before the official expiration window closed — a move that has sparked confusion and outrage among loyal customers.
Kohl’s responded with a boilerplate reply:
“We can certainly understand your concerns… we value your feedback and will share it with the appropriate team.” But the shopper wasn’t having it: “Typical response,” they fired back.
No Warning, No Grace Period
What’s particularly enraging to customers is the lack of notice. Historically, Kohl’s Cash has enjoyed a 10-day grace period post-expiration — a small mercy for forgetful or busy shoppers. That policy appears to have vanished without warning, and as of now, Kohl’s hasn’t clarified whether the grace period is gone for good or only applied inconsistently.
The location of the incident also remains unconfirmed.
Coupon Confusion in a Cost-Cutting Economy
This debacle comes as Kohl’s is desperately trying to win back its middle-income base amid inflation and recession fears. In a recent earnings call, CFO Jill Timm confirmed the company is shifting toward “value-first” promotions and cutting down on coupon exclusions.
“We are bringing more products back into the coupon mix,” said Timm. “Being more promotional and value-driven is key, especially as middle-income consumers are stretched thin.”
New interim CEO Michael Bender added:
“People are trying to make sense of the dollars they have… we have to meet them where they are.”
But critics argue abrupt changes to coupon policies — especially ones that cost shoppers money — only worsen customer trust.
Kohl’s Under Pressure
This isn’t the first customer service controversy for the brand in 2025. Earlier this year, Kohl’s scrapped a popular returns perk that had been in place for eight years, prompting widespread backlash. The company also replaced its CEO in a bid to reverse lagging sales and shrinking foot traffic.
Now, with over three in five Americans cutting spending and nearly three-quarters reducing dining and entertainment, stores like Kohl’s can’t afford to alienate customers.
A 2025 Harris Poll with Bloomberg News revealed the key reason shoppers are walking away: “inconsistent policies and poor communication.” Kohl’s, already on thin ice with its core demographic, may be tipping the scales in the wrong direction.
What Happens Now?
- Kohl’s has yet to confirm whether the 10-day grace period is permanently eliminated.
- The company says it’s “reviewing coupon systems and exclusions” to simplify the experience.
- Shoppers are urged to double-check expiration dates — and assume there’s no grace period for now.
Bottom line? Kohl’s may be trying to lean into value, but confusing policies and surprise changes aren’t exactly how you win customer loyalty.
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