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08/10/2022

Kohl’s rolls out self-service in-store pickup option ahead of the holiday shopping season

Dan Berthiaume
Senior Editor, Technology
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Kohl’s fulfillment
Kohl’s is expanding its omnichannel fulfillment capabilities.

Kohl’s shoppers picking up digital orders in-store can now skip the line at the customer service counter.

The department store retailer has rolled out a self-pickup service for eligible Kohls.com orders at its more than 1,100 stores nationwide. Timed for the start of the 2022 holiday shopping season, the service, which has been in a test mode, is designed to offer a faster, more convenient in-store pickup experience for online customers.

Ready within two hours, shoppers who select “In-Store Pickup” for their online order will receive a “Ready for Pickup” email that will specify if the order will be found in the designated self-pickup area of their selected store. Customers will then be directed to the area for a quick email-guided pickup process.

Here are more specifics on how it works:

1. After placing an online order for in-store pickup, customers will receive an email from Kohl’s that indicates their order is ready for self-pickup. Once they have received an email, customers can head to their local Kohl’s store and click on the link to open the Pickup Pass.

2. Entering the store, customers should look for the signage directing them to the self-pickup area. In the self-pickup area, they select “Start Pickup” on their screen.  

3. Customers enter the four-digit code listed on the self-pickup station sign to find their order. The location bin number of their order will be displayed on their mobile device. Once customers have retrieved their order, they select “Complete My Order.”  Customers can then take their order from the store.

“Our teams have been working hard to ensure Kohl’s Self-Pickup service was available for all of our customers ahead of the holiday rush,” said Siobhán Mc Feeney, Kohl’s CTO. “At Kohl’s, we’re 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, and through a simple experience.

Kohl’s is rolling out this service following the February 2021 introduction of in-store pick-up of online and mobile orders via buy-online-pick-up-in-store (BOPIS) and drive-up services. The orders can be fulfilled the same day they are purchased, with most ready within one hour, according to Kohl’s. 

[Read more: Kohl’s offering fast in-store pick-up]

“Our customers love the convenience of same-day BOPIS, and now we’re taking the experience to the next level,” said Mc Feeney “With some of the busiest months ahead for both customers and associates, we’re excited to offer self-pickup at every store for an easier and more efficient omnichannel experience.”

Throughout testing phase of the self-pickup service, Kohl’s said customers have shared positive feedback, leading to its expansion. According to Kohl’s 80% of Americans live within 15 miles of a Kohl’s store.

[Read More: Kohl’s to open 100 small-format stores during next four years]

Kohl’s operates more than 1,100 stores in 49 states, as well as the Kohls.com e-commerce site and the Kohl's app.