Question
The partnership between Amazon and Kohl's has created a synergistic value for both companies. It has allowed Kohl's to increase foot traffic in their stores as Amazon customers come in to return items. This has potentially led to increased sales for Kohl's. For Amazon, it has simplified the return process for their customers, enhancing their customer experience. It has also potentially reduced their costs associated with handling returns.
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The Amazon and Kohl's partnership is a standout example of two companies aligning their goals to create synergistic value. Starting in 2017 as a small pilot program and then expanding nationwide in July 2019, Kohl's stores began accepting return items from Amazon customers, free of charge and without the need for packaging or labels. Customers could simply walk into a Kohl's store, drop off their Amazon returns at the designated return desks, and Kohl's would package and ship the items back to Amazon warehouses.
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