WEST HILLS, CALIFORNIA -- On October 5, 2001, I purchased merchandise from your Kmart store located in West Hills, California. I had been shopping in the store for about an hour, and proceeded to the check out counter before closing. There were two Caucasian women in front of me in line, and they both used their credit cards to make their purchases, with no problem. When it was my turn the cashier Marci scanned my purchase. I proceeded to swipe my Visa Check Card through the terminal at the register. I gave her my credit card and driver license. The floor supervisor Hosai came over to the register and took my credit card and driver’s license from Marci, she very rudely told me she had to check my credit card. I watched her walk away with my credit card and drivers license and instead of going to the Customer Service counter she went to the back of the store. I waited for 15- 20 min. During which I had Marci page her several times because I wanted to know what the problem was and I asked her repeatedly if this is Kmart credit card acceptance policy.
Unfortunately, no one could give me an answer. I asked Marci to call the Store Manager, Rory Mullan, who had walked by the register several times and did not stop once to see or inquire about the problem. I saw the Store Manager, Rory Mullan go into a front office and never came back out even after he had been paged. Finally, Hosai return with my credit card and drivers license, and I asked again about the delay, and what are Kmart’s policies with credit card transactions. Hosai still could not explain the problem or policy. Hosai then gave the card to Marci and it was approved with no problem.
I was so distressed about being treated in this manner that I did not check my shopping bags. When I got home I noticed some of the items I paid for were not in the shopping bags. I had to go back to Kmart on Saturday, October 6th, 2001 to pick up my items; which was a further inconvenience. I had called Kmart at 8:00am on Saturday to speak with the manager, I was transferred to a manager named Gabi, I explained the problem to Gabi, and she could not give me an answer. I was transferred to the Store Manager Rory Mullan. I asked Rory if what happen to me on Friday night was Kmart credit card policy and he stated ”No” and he would talk to the floor supervisor Hosai that was on duty that night. I asked Rory would the items I purchased on Friday night is held for me to pick-up at the customer service counter, Rory replied “Yes”. I arrived at Kmart Saturday afternoon, went over to the customer service desk asked Hosai (who was working the customer service desk) if she was hold my purchase from Friday night. Hosai stated “No”. I had to send my friend Joy to run around the store, pick up the items I had purchased from Friday night. Rory told me my purchase would be waiting at the customer service counter; which was a lie. Rory was not available Saturday afternoon; I had to speak to the Assistant Manager, Felix. I asked Felix what Kmart policies on credit card transaction are; his answer was every Kmart has different policies. I asked him for the different polices in writing. Felix did not have the answer either, gave me the telephone number to Kmart Customer complaint line. I filled out a slip with my name and telephone number and gave it Hosai; I have yet to hear from Rory Mullen.
On Monday, October 8, 2001, I called the customer service complaint line. The operator, who took my complaint, found my situation amusing and started to laugh. I do not find anything amusing about this situation. Its obvious Kmart’s customer service department needs more training on professionalism when assisting customers.
Unfortunately, Kmart’s customer service was poor. I feel I have been treated unfairly because of racial profiling and lack of knowledge of company policies. My rights as a consumer were violated. I was treated like a criminal and I also fear I was a victim of fraud because I have no idea what was being done with my credit card and drivers license while not in my presence. I am seeking compensation for harassment and racial unfairness, and mental stress against Kmart Corporation. I look forward to your reply and a resolution to this incident, and will wait until ten business days for a response, before I seek legal assistant and media publicity. Thank you for your time.
To help keep me as a potential future customer, I would like the following:
I would like for your company to look further into the racial profiling and consumer credit card laws.
At the very least I would like a response from your company regarding this incident. Thank you for your time.