PELL CITY, ALABAMA -- I placed an order online for a foldable exercise bike and paid $120 plus tax. I used the option to place the order online and then pick up in a nearby store so I wouldn't have to pay for shipping and wait until next week to receive it. Two hours later, I received an email notifying me that my item was ready for pickup. I got the item home and noticed that there was a blue sticker on it saying the item was $99.99 as of 10/27/15. I was very irritated by the price difference and the fact that I didn't notice this at the store.
I mean, I can understand having to have it shipped from another state and having to pay more because the prices may vary, but I shouldn't have to pay more for local stock just for the convenience of picking it up. Anyway, I contacted customer service online and chatted with an agent. I told him of the problem and took a picture of the blue sticker in case he/she needed it for their records. The agent warned me that online prices and in-store prices differ somewhat (which is my whole problem). I requested a partial refund for the difference. The agent had to check their policies regarding the price difference and couldn't find anything about issuing refunds.
However, he made an exception and gave me $10 (the difference was over $20) but I accepted since it was better than nothing (which is what I probably would have gotten from either another agent or if I had gone back to the store). I wanted to post this here to make others aware of the problem at hand and to be cautious when using the "pick up in-store" option as the price you pay may be more than it is in-store.
WYTHEVILLE, VIRGINIA -- I would like to take the time to say that I visited the store today and I became so impressed with all the sales items. It was more than I had expected. Manager Roger and cashier Connie was so helpful with checking me out. I was blown away with the good sales, and most of all all associates were great, very helpful. I always went to the compactor store and have left totally discussed with all. I want to take the advantage and thanks all who keeps the work going for as of today I will shop at Kmart for my goods. Thanks for Manager Roger for training all well.
SPRINGFIELD, MISSOURI -- Be the worst in the world. I have never had anything but trouble at this Kmart, but the others never have stock and this one always does. (I think simply because people won't go in there.) I decided to brave it today because I had simple transaction.
It was a male cashier, the hateful girl comes over from service desk to check my coupons. (She ALWAYS does this.) She has yet to be able to reject one of my coupons. I am using them correctly. She started in saying I didn't have enough Olay to use both, she said I had to buy 4 bw to used to coupons. I stated that you have to buy cleansers to get the bw free. She said she didn't see cleansers. I picked them up and showed them to her. She kept mumbling and being rude and snarling.
I asked her if she would like to see my next set of coupons. She said yes, she has to make sure they are correct (hatefully). I said "OK, but before you accuse me of anything, please read the coupons."Well needless to say it did give me the gift card, nor did it print p and g. She started saying it's after coupons and discounts. I said "no, manufacturer's coupons count for the total", she said no, she has worked there for years. I told her I have shopped there for several, and knew how the promos worked.
She kept on saying how she knew everything about Kmart, so I pulled out the 15 gift cards that I got yesterday and showed her. She said, "you SHOULD have spent over 50 each time." OMG!!! She is unbelievable. I asked her about the p&g and she said it was not her job to know the promotions, because she is only part time. Customer service shouldn't know promotions? If they are going to accuse people of wrongdoing they should at least read the coupons!!! I asked what exactly her job was... to harass customers?
She then started in about extreme couponing and how much people like me cost the store. I had 9 coupons!!! I said "are you accusing me of stealing?" She said, "it is like stealing." Wow. I asked if it was her job to be an **, and she said that she wasn't being an **. She said it was sad how they were on extreme couponing and how people are ripping the store off and that I am in there too much.
I go there about 3 times a week, but hadn't been since the first week of July because I have been out of town. I also am unaware that there is a limit on how much you can shop. ** argues about the bw coupons and said I didn't have enough stuff to use 2 coupons. The male that should have been ringing things up was so nervous and he was never rude, ** was the problem. I spent 300 dollars in cash yesterday at Kmart and then am treated like this.
I had a friend with me who saw the whole thing. I asked corporate to pull the tapes and watch how this went. I have had a few other run ins with ** when promos didn't work right and all she would say is that I did them wrong. Limits, always something besides a real answer.
BELLFOWER, CALIFORNIA -- On 12/22/2010 I went to the Kmart store located in Bellflower to finish some Christmas shopping. I spent about an hour and a half in the store before trying to check out. I had to wait 40 minutes in line then I was over charged by more than $50.00 for 2 items. The cashier gave me the receipt at which time I reviewed it and noticed the errors, she then told me to go to the customer service line to wait there to get my money back. There were about 10 more people in that line I refused, requesting a manager. The cashier ** then walked over to the customer service center and spoke with a lady in which she refused to come to the register.
She called over several times on the phone then sent ** approx 15-20 min later. I explained what the complaint was, she took the merchandise and the receipt and had me show her where I got the merchandise from. She then walked away, came back a few minutes later and stated "you're right, let me process it." and walked away again. She went to the register, did some things, walked back and handed me money and receipts, wadded up and said "there you go. Thank you and sorry." then walked away. I looked at the receipts and counted the monies, $42.98 was refunded. That was the end of the conversation, she walked away.
I called the manager at approx 8 A.M. this morning 12/23/2010 and spoke to **, who I explained the rude behavior of the employees and the monies still due me. He said bring in the merchandise in question and the receipts and he will correct it - end of conversation. I then was not satisfied, I called the complaint line to have the complaint go to the supervisor and they told me he would call me back within 48 hours. I had no problem with that other than 15 minutes later, I received a call from ** the store manager to complain to me about filing a complaint against him??? What are you serious????
He then went on to tell me that I can have a gift card for $20 sent to me but that I cannot have my money back. What, they stole my money but the only way I can get it back is to use it in their store???? I then called the complaint line again about the manager calling me, being rude. At this point I spoke with a rude lady who actually argued with me that I need to wait the 48 hours and that I could not speak to anyone above her. Finally after 20 min of going back and forth with her, I got a supervisor ** (employee number **) who had a difficult time as well listening then stated she would get the district manager on the line now.
I waited a few minutes then got disconnected. I called back (because expecting them to call me back was out of the question) and got a gentleman named ** who said repeatedly there is no **, it must have been ** but she said she did not speak with me????? Finally after another 10 minutes ** got on the phone stating ** the district manager would call me in the next 30 min. She said that she tried to call me back but my line was busy, OK whatever, and that ** was new and did not know her. They have an excuse for everything.
I finally received a call from ** who explained I could not get my money back in a check, KMART/SEARS did not do that. Seriously, they can steal money from customers then not give it back, I have to use it in their store????? I said fine, the store can do it in a money order. He finally said OK and that it would go out today. While ** seemed sincere, I hope he hold his end up. The whole experience was frustrating. From the store associates to the corporate office, they couldn't care less about their customers.
I was in the Pineville NC Kmart store and decide to buy some items they had a flier for with coupons. I purchased some items, took it to the register and some of the items did not scan right. After several tries of trying to fix it, the cashier finally called the manager on duty. After waiting a long time, the manager finally shows up after two pages and asking another associate where he was. The manager look mad because he had to come to the front and deal with a problem. When he got there he didn't acknowledge me or apologizes to me about the wait. He was rude to the cashier and acted like he had never seen the coupons before.
He finally fix the problem and walk away without even saying "sorry for your wait." As I was leaving the store he was at the service desk talking crap about me, and as I approached he stop talking and acted like nothing happen. When I got home I went online to do the survey at the bottom of the receipt. Three days later the manager of the store calls me. She apologizes to me and doesn't let me talk. Finally I had to interrupt her to tell her it was the manager on duty fault and not the cashier fault for my wait.
After all that was said and done, she promise me a gift card from another retailer because I will not step foot in another Kmart. She said she was going out that day to get it and send it the next day. A week goes by and I don't receive it. I call exactly a week later and she says she mail it out Friday? Three days after she said she was going to mail it. So she said she would call me on Friday to make sure I get the card. I never receive a call. So a day before two weeks of her first phone call to me, I called the 1-800 number to complain. Well all they did was call the store and told me what she did. If I wanted that kind of service I would of called the store myself.
I did find out that her HR manager sent the card. What happen to I was going out that day to buy the gift card and mail it myself the next day? Of course the people at 1-800 don't care either. Does anyone care at Kmart?? I received a phone call the next day from her assistant manager that she said I could come to the store and pick up my gift card since she was afraid it was going to get lost in the mail. "Why couldn't she call me?" I asked her. She was on a conference call. WHAT??
I told the assistant manager that I was not driving across town to pick up a gift card and they needed to figure out how they were going to get it to me. Her answer to me was "I will tell her what you said." No willingness to try to fix the problem. DOES KMART CARE ABOUT HOW THEY TREAT THEIR CUSTOMERS??? APPARENTLY NOT!!!
Because of a Paypal promotion I visited the Kmart website on 12/09/09. There was a free shipping on $60 promo and I started building an order. There was an additional promo $10 off on orders of $100. I'm very low income and it was a stretch to spend that much so early in the month but I saw that the delivery date was 12/17 and realized that would give me time to wrap and re-ship. And being disabled, would not have to ask anyone to go out and shop for me later. By foregoing grocery shopping and eating from the cupboards, I budgeted enough to finish my shopping and take advantage of the savings.
First I tried 2 or 3 times and couldn't get the order to go through. They kept wanting me to pay for "some other way" than Paypal, and the coupon code didn't work. I wrote to customer service and kept trying to figure out what to do. I discovered I was typing "10" instead of TEN on the coupon code and got it to work. Finally while checking their "other ways to pay", I filled out a bunch of Kmart info, hit Paypal again and it worked!!
I got an order confirmation, although one item had gone out of stock while I was trying to submit the order and I had to re-shop for that one. AND my money was immediately taken from my guaranteed bank account even though they say will bill when shipped. The next day I got a not helpful response from CS but I'd already solved the problem - I thought. I got NO notice of shipment so called CS on the 14th after checking order status, told me nothing. I told them for me to get the order as promised on the 17th it needed to be in transit.
The very nice CS man couldn't figure it out either but thought maybe it had been shipped and I just didn't get any tracking numbers or notification - wait and call back in a couple days. I've been spending my life sitting at the front window watching for UPS. Another 2 days, no help at online order status. On the 16th I call again, this time a very nice lady assures me that the order is NOT SHIPPED, she doesn't know why, but don't worry Kmart will send it with OVERNIGHT shipping. Next day, promised delivery day, I get a notice that one of my items has been cancelled. Later a cryptic message about reversing the charges. The order date now changes to 12/17.
I finally get a notice of shipping with one tracking number that doesn't "track" and one that says "ground". I'm thinking the none tracker is what switched it to overnight - so I'm still at the window. Finally on the 21st I do what damage control I can for the out-of-towners - remember Kmart has had my shopping and grocery money this whole time. I console myself that even getting delivery on the 24th will be in time for the locals. With no UPS on the 24th, I check the tracking #'s again and it says "RESCHEDULED FOR DELIVERY ON 12/29." Well Merry Christmas to all. This may easily be my last Christmas - the one my family and friends will have to remember me by.
I wrote and told them that - not even an apology - I think they owe me more that that. And, I'm still waiting. Christmas in January, anyone? How does one get past the very nice but useless lying customer service people?
TAYLOR, MICHIGAN -- So I just got home from the Kmart in Taylor and am pretty upset. I went in to pick up something to eat after work and to check and see if the new Transformers toys were in stock (I've been an avid transformers collector for quite a few years now). I picked up some food for myself and headed back to the toy section, where I found that they had all of the "legend class" Transformers toys from the new movie out on the shelves, priced and ready to be sold. I picked up one of each, because I knew that I was going to buy them sooner or later to add to my collection anyway, so why not buy them all at once.
The total of my bill WOULD have been well over 50 dollars, but as you can see, I used the word "would". The cashier rang up my food, no problem, but when she got to the first of the toys, her computer came up with a message saying "before street date". She proceeded to grab all the items off of the counter in such a hurry that she nearly threw herself over the counter, and then shoved them all under her register. The way that she grabbed them off the counter, you would have thought I was about to grab them to try to run out of the store with them. She looked at me and simply said "you can't buy these... your total is $4.50".
I asked her why I couldn't purchase them, because I didn't see what her screen flashed when she tried to ring the items up. She told me that they had been put on the shelf before the "street date" and then repeated my total again, trying to rush me through the rest of the transaction even though there wasn't anyone behind me in line.
I asked what the street date was, now completely disappointed that I was going to have to wait to buy all of the toys at a later date. The lady told me that she didn't know and when I asked if she could find out, she gave me a "you have got to be kidding me" look and said "it would probably say on the box, but that's in the back room" and then gestured to the credit card machine where my total was now showing up... as if to say "pay and get out already". While the transaction was getting more and more awkward by her rude attitude and failure to seem sorry at all about the whole situation, I decided to just pay for my food.
As I was going through the steps on the credit card reader she made a call to someone to come and pick up the toys at the counter and to take the other ones off of the shelves. I finished paying and the cashier handed my bag and then just stood there, like she was guarding the toys, again, like I was going to steal them or something. I took my food and left, but didn't feel like letting it drop there, especially since they had a "tell us how your Kmart experience was" survey on the receipt.
Now, I understand that the toys were out there before their official release date, but the fact is that they were out there, priced and ready to be sold. The thing that upset me about the whole thing was just that instead of deciding to make the exception for one customer and then have them taken off of the shelves after, they chose to not sell me the items that I had picked out, all while giving off the feeling that I was some kind of thief or something. It was like if they didn't get them away from me right there and then, that I was going to steal them or something.
Then, when I asked what the actual release date was, she didn't even make an effort to try to find out, she just kept trying to rush me out of the store, even though there was NO ONE else there (the store was practically empty).
I know that a few toys are kind of a stupid thing to be making a big deal over, but I've been a pretty hardcore collector for quite a few years now, so it just bugged me. If they would have just told me "sorry sir, we can't sell you these, they weren't supposed to be out on the shelves yet" and then actually made SOME KIND of effort to find out when the actual release date was for me, I would have no problem. I just feel that they handled the whole situation very poorly.
QUEENSBURY, NEW YORK -- Last year, I went out of my way - literally, the local Kmart is not in a convenient location - to purchase a room fan. A fan that turned out to be broken. It cost me 20 dollars in cab fare, to go buy the fan, take it home, return it, etc. I exchange it for another - ALSO broken! I complain, and am told that I should take it up with the store manager - yeah, I'd already thrown away 50 dollars of my hard-earned cash, I should waste even more dollars, talking to someone who I'd already talked to, who only made an excuse instead of an apology? So, I boycotted Kmart AND Sears, for 6 months. I went back today, to give them a second chance.
FAILURES LIST: First, I had to go to customer service to ask a question. The lady was nice, but slower than molasses in January - I mean, it was like watching a person on a slow motion camera - and, she kept interrupting service to the customer standing there waiting - with a line behind them, to answer phones, and putter about fussing with returns, going to look for someone, etc. FAIL #1.
I went to K-Mart, for one specific purpose: to buy a pair of plus size ladies Riders jeans - jeans the store has sold in their plus-size department for DECADES. However, Kmart apparently no longer values overweight customers, because there were virtually no jeans in the plus size department, and I was informed that Kmart no longer sees fit to sell Riders jeans to its overweight customers - only to people size 14 or less.
Well up yours, Kmart! Since they obviously don't value the business of their plus-size shoppers enough, to continue providing decent jeans, well I'll shift my jean buying over to TJMax, Target and Walmart, who DO sell nice plus size jeans. (That had a FEW pairs of Chic jeans, but I don't happen to like that brand.)
FAIL #3: Needed to try on some clothing. Had to wait for someone to open up the dressing room - something I DON'T have to do at Walmart, Target, TJMax, Bonton... Jeez, even Tractor Supply Company keeps their dressing room readily available for customers.
FAIL #4: Cashier was only marginally friendly - perfunctorily polite, rather than genuinely caring. Actually, she was marginally surly, and packed my bags like crap. One bag weighed so much I literally couldn't lift it - two 2 liter bottles of soda and a jar of spaghetti sauce! My clothing purchase was just shoved in the bag.
Well, I used to actually enjoy shopping at Kmart 10, 20, even 30 years ago. Today, since Sears took it over, it's just plain poo. Sears should have just let Kmart fold. It's garbage now. I not only will never shop K-mart again, I won't step foot in Sears, either. You'd never know there was a recession on! These businesses don't need to be bailed out, they just need to disappear, if they can't get their act together, and give customers what they need. It costs more for me to shop at Kmart, which was OK, back when they had the products I needed and the service was better. Now... why waste time and money, when I can go where my business is truly valued?
How can you sell something you don't have. Most online sites know what they have in stock and show that number on the web page. The fact that you sell something you don't have in stock makes you look awfully stupid and certainly unprofessional. As an unhappy customer I would hope you would offer me something in exchange for the
inconvenience you put me through.
HESPERIA, CALIFORNIA -- I Called 1-866-KMART4U after getting the number off of a shopping cart that had been left in front of my house. After being passed from representative to representative 3 times, I was told by a man who would only give his name as "Ben" that they do not pick up carts on a daily basis, only once a month or so. When I informed him that I live on a 45mph street in the middle of a blind curve, and that as such, their cart was a dangerous road hazard, he expressed his indifference to the situation.
He then suggested that I myself track down the individual responsible for the shopping cart theft (my city has 80,000 plus people in it), and also that I should be doing a better job keeping an eye on my neighborhood to make sure things like this don't happen. I told him how ridiculous that sounded to me and asked for his supervisor. He told me that he was a supervisor.
I asked him who supervises him and he told me that no one does. I asked if he was the president of Kmart, and he did not answer. Instead he blankly asked me what exactly it was that I wanted him to do, to which I responded "I want you to pick up your shopping cart before it causes an accident that might kill someone." He responded with "If someone gets killed then that would not be our fault. You should not be stealing shopping carts from our store." I could not believe that he would insinuate that I had, in fact, stolen the cart and brought it to my house, and at this point I began to tell him just that, when he hung up on me in mid-sentence.
I am now furious, and had to pull this ugly cart onto my own property so that the wind does not blow it into traffic. I very rarely shopped at Kmart to begin with, only when it was too inconvenient to drive the extra 5 miles to the next nearest store. Kmart already had two strikes against it, in my opinion; their store has the highest prices of any store in the area, and the worst in-store customer service of any store I have ever seen. Now this third strike is the single most offensive experience I have ever had from any store, EVER.
I was treated rudely, and as if I were a pest. Furthermore, I was personally insulted, and ostensibly called a thief. The icing on the cake was being hung up on after all that. I will never again shop at Kmart, Sears, or any of their affiliated stores again, and will relate this story to anyone who ever mentions the brand to me. It is not very hard to see why their sales are down and their stores are closing all over the nation.