Dive Brief:
- In order to streamline operations headed into the holiday season, Kohl’s on Wednesday announced the expansion of its self-pickup service to all stores, according to a company press release.
- Customers who select “in-store pickup” for their online order will receive an email that will specify if it will be found in the designated self-pickup area of the store. Customers are then directed to an area within their local Kohl’s for an email-guided pickup process.
- The service is available on eligible online orders at all 1,100 Kohl’s stores, and will be ready within two hours.
Dive Insight:
Kohl’s aims to create a streamlined shopping experience with the nationwide rollout of its self-pickup service.
“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,” Siobhán Mc Feeney, Kohl’s chief technology officer, said in a statement. “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.”
Customers are instructed to go through a number of steps to obtain orders. Once they have placed an order and go to their local Kohl’s store, they click on an emailed link to open a “pickup pass.” In-store signage will direct the shopper to a self-pickup area, where they will select “start pickup” on their mobile device. Customers will then enter a four-digit code listed on the self-pickup station sign in order to locate the order, then the location bin number of the order will be displayed on their phone. Once the customer grabs their order they then select the “complete my order” button to finish.
If shoppers need help with the process, they can click a link on their mobile device to ask for an associate.
The service will help customers skip lines, according to the company.
“Our customers love the convenience of same-day Buy Online, Pickup In-Store, and now we’re taking the experience to the next level. 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,” said Mc Feeney.
Kohl’s initially rolled out in-store pickup to all of its store locations in 2015.
At the beginning of July the company rejected a takeover bid from Vitamin Shoppe owner Franchise Group. The department store also lowered its Q2 sales estimates from a low-single-digit decline to a high-single-digit decline, citing macroeconomic issues including inflation. The department store also said it is contemplating how to monetize its real estate.
