Kohl's has rolled out an exciting addition to its existing return services – The Return Drop @ Kohl’s. Announced on Thursday, The Return Drop is now available in more than 1,100 Kohl's locations across the United States, marking yet another significant step in the retailer's efforts to enhance customer convenience and operational efficiency.
The Return Drop @ Kohl’s is a collaborative initiative with industry-leading partners Narvar and Inmar Post-Purchase Solutions. It serves to simplify the return process for customers by offering them the flexibility to return items from popular brands such as Carhartt, Hanes, and Levi's without needing a box or shipping label.
“Providing shoppers with convenient services is critical to Kohl’s ongoing commitment to the customer experience,” said Gregg Barta, Kohl’s executive vice president of supply chain and logistics. “Not only will The Return Drop @ Kohl’s remove friction for customers, but it will also provide operational benefits and efficiencies to participating retailers and brands.”
After initiating the return through the original retailer, shoppers receive a QR code generated by Narvar, which they bring along with the returnable merchandise to any Kohl's store.
“Shoppers have shown how much they value easy returns, and brands win when they offer multiple returns options to meet their customers’ need for convenience. By partnering with Kohl’s, we’re bringing the power and breadth of its nationwide store network to our merchants, giving them an additional way to deepen their relationships with customers and drive long-term loyalty.” - Narvar's CEO, Amit Sharma
Returns Made Easy for Shoppers
The Return Drop @ Kohl’s is designed to be extremely user-friendly. Customers start by initiating a return on the original retailer's platform, selecting “Kohl’s Drop Off” to receive a QR code powered by Narvar. This QR code, along with the merchandise to be returned, is brought to a local Kohl’s store. The returns are then aggregated and sent to Inmar Post-Purchase Solutions for final processing.
“This collaboration with Kohl’s to streamline in-store customer returns underscores our mission of making businesses smarter to improve consumers’ lives,” said Spencer Baird, CEO of Inmar Intelligence. “Inmar Post-Purchase Solutions, a joint venture with Doddle Inc., a Blue Yonder company, and Inmar, solves a key problem for shoppers when returning merchandise by offering a packageless and label-free return experience.”
Final Thoughts
Despite the innovative strides, Kohl's has faced financial challenges. The company reported a 5.3% fall in first-quarter revenue for 2024, missing analyst estimates. Operational shifts are also observed as the retailer aims to reverse its fortune by focusing on brick-and-mortar stores rather than digital businesses, following lukewarm digital performance cited by CEO Tom Kingsbury. The pivot to enhancing physical store experiences, including services like The Return Drop @ Kohl’s, reflects the company's strategy to drive foot traffic and customer engagement. It’s a response to evolving consumer behaviors and a bid to regain market momentum.
