Amazon's In-Store Returns Program Needs Some Work
- Gordon Haskett’s Grom visits Kohl’s to review partnership
- Kohl’s has now started selling Amazon products, taking returns
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Amazon.com Inc. began letting customers return products at some Kohl’s Corp. locations last week, an attempt to meld its e-commerce prowess with brick-and-mortar stores.
But the effort needs some work, said Chuck Grom, a Gordon Haskett analyst who visited six stores offering the service in Chicago on Monday. The returns desks at Kohl’s weren’t particularly visible, which may mean the program needs better marketing, he said in an interview. Kohl’s has started taking Amazon returns at 82 of its stores.