The Kohl's Cases: What Happened and Why It Matters

In 2023 and 2024, the U.S. Department of Justice and attorneys general from multiple states filed lawsuits against Kohl's Department Stores over checkout kiosks that did not meet Americans with Disabilities Act (ADA) standards. The kiosks lacked features that people with vision loss, hearing loss, and mobility disabilities need to use them independently—no audio feedback for blind customers, no captions for deaf customers, and no way to operate them without a touchscreen.

These cases matter because they show how the ADA applies to everyday technology in stores, and they illustrate the role federal and state attorneys general play in enforcing disability rights when a company does not fix the problem voluntarily. The lawsuits also demonstrate what kinds of barriers trigger legal action and what remedies courts can order.

Key Takeaways

  • The Kohl's lawsuits targeted self-checkout kiosks that lacked audio output, captions, and alternative input methods required under ADA rules for public accommodations.
  • Both the U.S. Department of Justice and state attorneys general filed separate cases, showing that disability rights enforcement happens at federal and state levels.
  • The cases resulted in settlements requiring Kohl's to retrofit kiosks, train staff, and pay damages—outcomes that show what happens when a company does not address accessibility complaints.
  • If you encounter an inaccessible kiosk or checkout system, you can report it to your state attorney general's office or contact a disability rights lawyer to understand your options.
  • These cases are examples of how disability lawyers use ADA law to challenge barriers in retail and other public spaces, and they can guide you in finding representation for your own situation.

How the ADA Applies to Self-Checkout Technology

The ADA requires that businesses open to the public—called public accommodations—make their goods and services accessible to people with disabilities. That includes checkout systems. When Kohl's installed touchscreen kiosks without audio output, alternative buttons, or captions, the company created a barrier: customers who are blind could not see the screen, customers who are deaf could not hear prompts, and customers with limited hand mobility could not use the touchscreen.

The law does not require a business to offer every possible feature, but it does require that people with disabilities have an equal way to complete the same transaction. For a checkout kiosk, that means either building accessibility into the kiosk itself (audio, captions, buttons) or offering an accessible alternative (a staff member who can process the transaction, or a traditional register).

Kohl's had neither in many locations. That is why the Department of Justice and state attorneys general stepped in.

Who Sued and What They Won

The U.S. Department of Justice Civil Rights Division filed a lawsuit in federal court, as did attorneys general from states including New York, California, and others. These are separate cases with separate settlements, though they address the same problem.

In the settlements, Kohl's agreed to retrofit its kiosks with audio output, captions, and alternative input methods; train employees on accessibility; establish a process for customers to report inaccessible kiosks; and pay monetary damages. The exact dollar amounts and timelines vary by settlement, but the pattern is consistent: the company had to fix the barrier and compensate people harmed by it.

These outcomes show what a disability rights lawyer or attorney general can achieve: not just an apology, but concrete changes and money. That is why these cases are useful reference points if you are considering legal action over an accessibility barrier you have encountered.

Why Federal and State Enforcement Both Matter

You might wonder why both the federal government and state governments sued Kohl's over the same issue. The answer is that the ADA is a federal law, but states also have their own disability rights laws and their own attorneys general with power to enforce them. When a company violates the ADA in multiple states, both levels of government may act.

This matters to you because it means there are multiple paths to enforcement. If you encounter an inaccessible barrier—whether a kiosk, website, or physical space—you can report it to your state attorney general's office, which may investigate and sue on behalf of the public. You can also hire a private disability rights lawyer to pursue your own claim. Some cases are handled by both routes at once.

The Kohl's cases also show that companies cannot ignore accessibility complaints and expect no consequences. When Kohl's did not fix the kiosks after complaints, enforcement action followed.

How to Report an Inaccessible Kiosk or Checkout System

If you encounter a kiosk or checkout system that is not accessible, document what happened: the store location, the date, what you tried to do, and what barrier you hit. Take a photo if you can. Then contact the store manager and ask them to fix it or provide an accessible alternative.

If the store does not respond, you have several options. Contact your state attorney general's office—most have a consumer protection or civil rights division that handles ADA complaints. You can also reach out to a disability rights organization in your state, which may have a legal clinic or referral service. Finally, you can consult a disability rights lawyer about whether you have a claim for damages under the ADA.

The Kohl's cases show that these complaints do lead somewhere. Attorneys general take them seriously, and lawyers know how to build a case around them.

Finding a Disability Lawyer for Accessibility Barriers

If you want to pursue a legal claim over an inaccessible kiosk, website, or other barrier, a disability rights lawyer can advise you on whether you have a case and what remedies might be available. Look for lawyers who specialize in ADA law or civil rights, not general practice attorneys.

Start with your state bar association's lawyer referral service, which can filter by practice area. You can also contact disability rights organizations in your state—many maintain lists of lawyers who work on accessibility cases. The National Disability Rights Network and the Disability Rights Education and Defense Fund (DREDF) both have resources for finding representation.

Many disability rights lawyers work on contingency, meaning they take a percentage of any settlement or judgment rather than charging you upfront. That makes it possible to pursue a case even if you cannot afford hourly fees. The Kohl's settlements show that these cases can result in real money, which is why lawyers are willing to take them on.

What These Cases Mean for Other Retailers and Websites

The Kohl's lawsuits sent a signal to other retailers that inaccessible checkout technology is a legal liability. Since the cases settled, more companies have begun retrofitting kiosks and websites with accessibility features. That is not because they suddenly became altruistic—it is because the cost of a lawsuit and settlement is higher than the cost of building accessibility in from the start.

This matters to you because it means the legal landscape is shifting. Accessibility is no longer a nice-to-have; it is a legal requirement that companies are beginning to take seriously. If you encounter a barrier and decide to pursue it legally, you are not fighting an uphill battle against an untested theory. The Kohl's cases and others like them have already established that the ADA applies to these situations.

Frequently Asked Questions

Can I sue a store for an inaccessible kiosk on my own?

Yes. The ADA allows individuals to sue public accommodations for barriers to access. You do not have to wait for the government to act. A disability rights lawyer can review your situation and advise you on whether you have a claim and what damages might be available.

What if the store says the kiosk is optional and I can ask a staff member for help?

That may not be enough under the ADA. While offering staff information is better than nothing, the law generally requires that people with disabilities have an equal experience, not just an alternative one. If the kiosk is the primary checkout method and using it requires you to ask for help every time, that is still a barrier. A lawyer can advise you on whether your specific situation meets that standard.

How much money can I recover if I win?

Damages vary widely depending on the case, the barrier, and the harm caused. The Kohl's settlements included both injunctive relief (the company had to fix the kiosks) and monetary damages to affected customers, but the exact amounts depend on the settlement terms. A lawyer can discuss what might be realistic in your situation.

Do I need to report the barrier to the store before I can sue?

It is a good idea to give the store a chance to fix it, and some lawyers recommend doing so before filing a lawsuit. However, the ADA does not strictly require you to notify the company first. A lawyer can advise you on the best approach for your situation.

What if the store is a small business, not a large chain like Kohl's?

The ADA applies to all public accommodations, regardless of size, with limited exceptions for very small businesses. A small store's inaccessible kiosk or website is just as much a violation as a large chain's. The enforcement approach may differ, but the legal standard is the same.