Kohl's Launches In-Store Pickup Service At All Locations

By Megan Zielinski, contributing writer

Leading department store retailer, Kohl’s, is continuing to blur the lines between brick-and-mortar and ecommerce with the introduction of in-store pickup service available at all 1,164 locations nationwide for customer’s shopping convenience.

After positive reviews in sales and customer satisfaction rates while testing at 100 stores last fall, Kohl’s decided to implement the service at all stores as of this month. With more consumers using their computers and devices to browse and purchase items, Kohl’s is making the process even easier by offering in-store pickup as an option. Online shoppers select items from Kohl’s inventory to be hand-picked by associates and ready at their nearest Kohl’s location—desired items that are currently not in stock at the Kohl’s in their area will be shipped directly to the store for their accessibility. Kohl’s will even have designated parking spots for in-store pickup customers close to the store entrance for an easy in-and-out trip.

In-Store pickup saves time as customer’s items are readily available at their local store and saves dollars as customers bypass shipping expenses as items are either at or shipped to the store instead of their doorstep—it’s no wonder the ecommerce service is becoming increasingly popular. As much as 50 percent of online shoppers expect retailers to offer in-store pickup as an option. Kohl’s is new among top retailers including Target, Sears, Nordstrom and even Ace Hardware to incorporate in-store pickup at all their locations. More retailers are recognizing the importance of using store-based fulfillment to meet customer demands, increase sales and gain a competitive advantage in the industry.

The in-store pickup service is part of the retailer’s “Greatness Agenda” strategy to position Kohl’s as the most engaging department retailer in America. In an effort to revamp the customer experience for Kohl’s shoppers across all channels along with reverting four consistent years of flat and declining sales—Kohl’s announced major plans to invest a total of $2 billion over the course of six years toward advanced technology, marketing and enhancement in customer-requested services. The new Kohl’s mobile app stands as the second app with the fastest consumer-based growth, increasing its user base by nearly 800 percent since it was updated in the fall of 2014. The app is designed to provide a seamless shopping experience for online customers while offering personalized content, special rewards and incentives to drive in-store traffic. Mobile app users will soon be able to use their devices to purchase items for the in-store pickup service.

Kohl’s is dedicated to delivering a smooth, inspiring shopping experience for all multichannel customers. “We are only beginning,” stated Krista Berry, EVP, Kohl’s Chief Digital Officer.