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Refusal to accept return on unopened items WITH receipt WITHIN 90 Days - blatantly ignoring stated return policy!
Posted by on
RICHMOND, VIRGINIA -- I run a business where I buy and sell videogames, and one of the places I have shopped with throughout the years is K-Mart. As I do a lot of purchasing from multiple retail stores, I am always ensuring that not only am I aware of each store's return policies, but that I keep all of my receipts in case I decide I need to make a return. It is rare when I do make such a return, but until today, I have never had any problems with doing so... after all, anything I do return is unopened, and the return by date is clearly listed on the receipts. If a return date passes and I choose not to make a return, so be it.

Today, I attempted to return approximately 25 video games across 4 different receipts, with return dates ranging from mid-March through mid-April. Those 25 items were just a small portion of the full amount of items that were purchased on those receipts (about 10% of the overall amount of items bought), and I made sure to have everything organized for when I entered the store, in order to facilitate an easy return.

Well, immediately upon entering the store and pulling the games and receipts out of the bags at the customer counter, I was confronted with accusations and questions - literally, I was treated as if I were some kind of criminal from the get-go. The first question/accusation that I received was the manager questioning where I got "all these games", and why I was trying to return them here.

I tried to show the manager my receipts and explain that I simply wanted to return these items, pointing out specifically that my returns were well within the 90 day policy CLEARLY stated on both the receipt and Most of these games still had the original KMart stickers on top of the shrinkwrap, and were clearly purchased from KMart. However, my receipts and the games themselves apparently did not suffice to quell the thoughts that I must obviously be some criminal trying to return stolen games to their store for whatever reason.

Just as the cashier is about to process the first return, a second manager came up and stated that "You need to remove your items from this store. We will not accept this return."

When I asked why and also asked to see where their store policy could contradict my receipts, the manager started becoming belligerent and threatened to call the police to escort me out of the store. I asked him for the phone number to corporate so I could consult with someone there. He proceeded to provide me with an incorrect number, while still threatening to physically remove me from his store.

I decided to leave and call corporate directly, but when I went outside to call them, the number that was provided to me was incorrect. The second manager who had threatened to call the police then came outside, and I informed him that he had given me an incorrect number, and asked him if he knew the correct number. Again, this person threatened to have me escorted away from the store, as it was "private property" and they were allowed to determine their own return policies independently.

I informed the gentlemen that I would be contacting corporate and that I would expect an apology for the abusive manner in which they treated their customer. He said that there was "no way in hell" that he would apologize and that he was "absolutely right". Yes, you read that correctly.

Now, I finally return home and look up KMart's customer support number and give them a call. I talk to a gentleman and explain the exact situation, and he puts me on hold for about 15 minutes. He comes back and tries to explain that the return policy for "media" items is 14 days, and it should say so on my receipt. Meanwhile, there is no statement REMOTELY close to this supposed policy on my receipt. In fact, I read the exact back of the receipt to him that states:

"A receipt dated within 90 days is required for all returns and exchanges... All returns and exchanges must be in the original packaging and contain all of the original accessories. Some items... including video games... will not be returned if they are opened."

I also point out that the last day to return these items is clearly stated in bold print on the front of the receipt, and that any unwritten policy to contradict these terms is false advertising. The rep starts to waver, but then says again that not all their policies are listed, and that 14 days is the return policy on games, despite all written evidence clearly stating 90 days with receipt, so long as the item is unopened.

He even then offers to call another store in the area and allow me to ask them their return policy... I have him call the next closest store while I am on the line, and when the person answers the phone, I state that I just want to make sure I have the return policy straight before I return the games I was planning on returning. The salesperson confirms that so long as the merchandise is unopened and I have a receipt, there will be no problem and that the 90 day return policy stated on my receipt is correct.

The rep then asks for his name, hangs up the phone with him, and then insists that the employee we spoke to (and that he recommended I ask) was incorrect, and that this fable of the 14 day return policy was correct, not 90 days... you know, as confirmed by store receipt,, and a KMart employee over the phone.

Has anyone ever dealt with anything so absurd as this? Can KMart or any other store just randomly choose to change their written return policies at their whim? I know that this is an incredibly long read, but I am just completely flabbergasted here. Not only is this store attempting to contradict their own stated policies, but they were also incredibly abusive towards a customer who simply came in to make a simple return.

Any responses or thoughts would be appreciated.

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madconsumer on 02/26/2008:
if you have your own video game store, why were you returning these? why not sell them? the return of 25 games is a little fishy, receipt or not.
Principissa on 02/26/2008:
I can see why they had such an issue. I can see returning one, even two games without raising a red flag, but 25 games? I mean come on, what did you expect them to do? Depending on what kind of games those were and what console they were for, those games are priced anywhere from 20-60 bucks a pop. People do have those machines that can re-wrap those games, I'm not saying you do, but this is the perfect set up for a scam. They can't open the boxes so they think the game is in there, sell it and then the person buying it has an empty case while the person who returned them has 25 games that they didn't pay for. Just sell them in your store.
FoggyOne on 02/26/2008:
When the manager threatened to call the police you should have said "Good" or call them yourself. Let a 'neutral' party review their policy and why you couldn't return the items. Even if they gave you the wrong number for 'corporate' I don't think it is a secret number, you can look it up. All that being said, I would be quite suspicious too when someone came in, even with a receipt, to return 25 games. If I were a manager I wouldn't want my store to be an open warehouse for you to just buy and return a large volume of items. Maybe the policy should be if you have more than 5 items to return there should be (like many places) a restocking fee. I think you went far beyound what the normal return policy was intended to be.
Anonymous on 02/26/2008:
You put the manager in a very difficult position by trying to return those all at once. With scammers being abundant in today's world, certainly you can understand why it would raise questions within a manager's mind. Once that light has gone off in their head - they have to act upon it. It sounds like this manager was performing his duty for the store. A little more understanding on your part could have improved this situation. One more thing - if you do so much purchasing and returning with Kmart, I am surprised that you haven't already established a relationship with them, doing so could help you avoid these situations in the future.
Starlord on 02/26/2008:
I don't understand how you can maintain a business buying at retail and reselling. You can't possibly think you can sell for less than you paid and make a profit. If you charge more, in order to provide a profit, why would anyone buy from you when they can get it cheaper by just buying it at K-Mart themselves. You are either the worst businessperson I have ever seen or a crook. If I were the manager of a store and someone came traipsing in with 25 video games for a refund, my spider sense would be tingling like crazy.
spiderman2 on 02/26/2008:
So you are basically using KMart as your wholesaler and when you can't sell the items are returning them to the store. If you want to buy large quantities of items for resale, then go about it the way any retailer does, which is not buying from a competitor and expecting them to take back your excess stock.
tnchuck100 on 02/26/2008:
I agree with all the comments so far.

But, just in case I missed something, what does your retail/resellers contract with K-Mart state? Since you are posing as a reseller were you also avoiding sales tax? BULL!

I'm sorry, but your are the one in the wrong here.
damnfinecoffee on 02/26/2008:
I think a lot of you are letting the fact that I run an online business color your opinions on the matter. How I run my business should be inconsequential here - KMart makes plenty of money off of me as a consumer, and as a consumer, I should have the right to make a return for any reason within 90 days, as their return policy states. So long as the items were not opened, tampered with, or anything of the like, it shouldn't matter whether I bought the games to use as coasters in my house.

I don't have a retailer/reseller contract with KMart - I go in there like any other customer and pay the exact amount they are asking, including sales tax. Why should my choosing to return 25 items out of the 200+ items I purchased on those receipts be treated any differently than the person who returns 1 item out of 10 they purchased?

I absolutely understand why a manager would be wary, but that is why I'm very open and honest about what I do, and I provide all my store receipts, as well as identification if they ask. Considering that one of my receipts showed purchases totaling over $1300, I would think that would indicate that I am a reputable buyer from the store and not some kind of thief looking to skirt the system.

Anyway, you are allowed to have your judgements over the fact that I happen to run a business dealing in videogames. I am asking that you look at this issue from the very clear fact that a company is blatantly ignoring their return policy when their customer clearly followed the rules.

Foggyone - my initial thought was to let them call the police so that the situation could be resolved properly, but who is to say that they wouldn't simply lie about the situation - after all, 3 store employees, 1 customer, their property.

Anyway, I do appreciate the feedback relating to this matter. As I stated previously, I try to never return items, but in the rare case when I choose to make returns, I try to do all my returns at once - perhaps that is where I could have handled this differently and received a less malicious response.
Anonymous on 02/26/2008:
damnfinecoffee, I think you are 100% correct and KMart is NOT following their own rules and blatantly ignoring their return policy. I think because you are being so open about it that people think it must be a lie because that is what "we the people" have become a custom to, from the top on down.

Fight them and then fight then some more they must be made to follow their own return policy (s). Good review
Principissa on 02/26/2008:
You have the right to make a return, and they have a right to refuse it. You cannot walk into a store with 25 video games and expect them to not be suspicious. How do they know that you didn't take the games out of the cases and re-wrap them? The fact of the matter is this, you were trying to abuse the return system by returning 25 video games. You got caught and your return was refused. KMart doesn't care if you blow your annual salary in one trip to their stores, it doesn't matter that you were within the return policy. No does not equal rude/bad customer service.
Principissa on 02/26/2008:
Liddy, I don't think he's lying at all. I bought a movie from Target last year, the seals were on the top and bottom of the DVD case and it was wrapped. Paid for it, took it home and went to watch it later that night and there was no movie in it. I bought hubby Assassin's Creed for our anniversary this year from Best Buy. It's an Xbox 360 game. Once again the case was sealed and wrapped. Hubby went to play it, opened the box, no video game. I doubt the manufacturers forgot to put the game and movie in the box. This is a very common scam. And I agree with Kmart for not allowing the return. I basically paid 60.00 for an empty box. Do I think this person is dishonest, no, but there are people who are, and who is to say that this person wasn't returning 25 empty cases?
sunshine619 on 02/26/2008:
I agree with Lidman. If you have the receipt proving you purchased the games there and they are unopened and un tampered with then they should honor the return. Especially since you are only returning 10% of what you originally purhcased. It may seem a little fishy if you bought 25 games and returned 25 games, but you spent considerably more in their store than you are trying to return. If their return policy is in writing thay cannot decide to change the rules if they feel like it. If I bought 100 pairs of socks and tried to return 10 pairs, I don't think it would be an issue.
Anonymous on 02/26/2008:
off the subject a little, but why would you purchase games at K Mart (retail) to resell. Maybe I don't know much about the market, but it seems to me you should be able to set up a wholesale account with the supplier with your purchasing volume. Just a thought
Anonymous on 02/26/2008:
don't ask me why that posted 3 times
MRM on 02/26/2008:
I was going to say that we got the point the first time.
damnfinecoffee on 02/26/2008:
If the managers had any cause to believe that any item was tampered with, they would have the right to open any merchandise to inspect in prior to accepting the return. And if it were determined that I was attempting fraud by returning empty/reshrinkwrapped cases, the store would have every right to prosecute me to the full extent of the law. I play completely by the rules. So should KMart.
Anonymous on 02/26/2008:
DD, are you seeing three's today???

spiderman2 on 02/26/2008:
I think the bigger KMart point may be that you are depleting their inventory, then they are reordering to restock and then you return and now they are double stocked. Maybe their wholesaler won't take back the items? I don't give a rats behind it is you are selling, you are buying in bulk from them and asking them to take back a huge amount of return merchandise. Your receipt may show xxxxx number of dollars purchased, but you are returning a good portion of what you buy. You are renting their merchandise.
Aerocave on 02/26/2008:
Damnfine: I am "in the middle" on this one...It is clear you were well-organized with your receipts and if you were within the window of their stated "90-day Return Policy," which is accurate, I can see your point. What's right is is where I see the problem...To walk into any store with 25 video games expecting a refund is simply ridiculous. The red flag would be raised so high, you wouldn't be able to see it! You should have considered this before you walked in. Maybe even considered returning them in "stages" (You said you had 4 receipts)...I don't blame KMart for pulling the "exception" card on this one...And for the record, I don't believe you are a scam artist.
heaven17 on 02/26/2008:
I couldn't have said it better myself, Aerocave. Totally concur.
damnfinecoffee on 02/26/2008:
spiderman2 - isn't KMart then just renting their merchandise from their wholesaler? The ratio of merchandise I have attempted to return against the total amount that I have purchased in the past year is less than one percent overall. I don't think that's a good portion of what I buy.

My spending in general would be much different at a KMart that listed a 14-day return policy than the 90 day policy that is advertised. By offering a bigger return window on items, KMart makes many sales to me that they wouldn't have made otherwise. Perhaps they wouldn't have that <1 percent return that seems to ruffle their feathers, but they would also be losing out on that other 99+ percent of money that they make from me.

Simply speaking, stand behind your policies. If you feel the need to make an exception, explain why in a reasonable manner so that the customer knows what to expect in future situations.
damnfinecoffee on 02/26/2008:
Aerocave - I appreciate the feedback, and perhaps I should have spaced out the returns so as not to freak them out. However, there were 17 items on one receipt (out of 80 items where I spent $1300+), and just a couple items on each of the other receipts. I figured it would be less wasteful of the store's time (as well as my own) to return everything at once. *shrug*
Aerocave on 02/26/2008:
You are going to think I'm nuts, but this situation reminds me of last year when we moved into our new house...we had so much trash that, in order to "comply" with Waste Management's "2 Trash Can limit" I actually had to "spread the trash out" over 3 weeks...It was a pain having all kinds of junk in my garage, but I knew if I didn't comply, the "trash guys" would just take the "2 Trash Can limit" and leave the rest...OK, dumb story...I'll stop.
Starlord on 02/26/2008:
I can unsersrtand perfectly the situation now. You buy the games at retail with attenedant sales tax, then turn around and double the cost to sell them online. Thanks for the heads up. If I want a cartridge for my trusty old Nintendo 64, I will buy where I know I get the best price. If I had one of the new 'Gottrocks' systems, then I will buy my games at K-Mart or Wal*Mart, instead of getting rooked in by someone who charges twice what they are worth to begin with.
Starlord on 02/26/2008:
I can understand perfectly the situation now. You buy the games at retail with attenedant sales tax, then turn around and double the cost to sell them online. Thanks for the heads up. If I want a cartridge for my trusty old Nintendo 64, I will buy where I know I get the best price. If I had one of the new 'Gottrocks' systems, then I will buy my games at K-Mart or Wal*Mart, instead of getting rooked in by someone who charges twice what they are worth to begin with.
damnfinecoffee on 02/26/2008:
Aerocave - I don't think you're nuts at all with the comparison. Only real difference is that Waste Management notified you of the "2 Trash Can limit" ahead of time. If KMart had done the same, I would have either made several smaller trips, not purchased as much in the first place, or simply decided a return wasn't worth the trouble.

Starlord - Please don't make assumptions that have little to do with the topic at hand. You are welcome to purchase from anywhere or anyone you please. An item is worth what someone chooses to pay for it, and most customers are happy to have a seller who provides hard-to-find product at reasonable prices.
heaven17 on 02/27/2008:
"...most customers are happy to have a seller who provides hard-to-find product at reasonable prices."

But aren't these things hard-to-find because resellers are snatching them all up before regular consumers can buy them?
damnfinecoffee on 02/27/2008:
heaven17 - fair question. However, everything that I buy has been sitting on shelves for quite some time before I even think about purchasing them... It's not like I've been keeping anyone else from buying them long before I do. There's a difference between hoarding Halo 3 games upon release and finding a rare Final Fantasy VII game that's just been collecting dust for years.
Anonymous on 02/27/2008:
Interesting. So you see yourself as being comparable to an antique dealer, only with video games. You do the searching, buying from others, and people come to you for those hard-to-find games? People have been doing it with comic books for years - why not video games? Interesting.
chad14701 on 04/09/2008:
I messaged you personally

but I will also put this on here

I'm a Kmart employee, and items purchased in the electronics department have a 30 day return limit.

I know its not fair, because they don't tell you this on the receipt, but I've been wrote up for returning a game that was over the 30 days.

however I do believe the managers treated you wrong.
eckounlmted609 on 04/29/2008:
if you actually full read the refund policy it states that they have to right to limit or refund any refund. learn to read the hole thing before you get pissy.its not their fault you have selective reading skills and choose to ignore the part of the refund policy you don't like to acknowledge. thank you have a nice day!
mrs kmart on 07/26/2008:
I am a Kmart emploeer myself, at the service desk.this is a classefiet case of customers who can not read signs or reciepts.we deal with this day in and day out, five hundred times, or more , a day, believe me damfinecoffee, we are getting a little tired of it.but please excuse the manager who might has been a litle rude about the situation.........Gesa
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StarEmpty StarEmpty StarEmpty StarEmpty Star
False Advertising and Full of Lies
Posted by on
Rating: 1/51
DUBUQUE, IOWA -- On the Sunday before Black Friday, I received an email from Kmart saying if I was a member of their shop your way rewards card I could receive their Thanksgiving and Black Friday sale deals on that Sunday only starting online at midnight Central Standard time. Needless to say when I went online that was not the case. I went into the store the next day to talk to a customer service representative who looked at my email on line agreed that this was confusing, but the tree that I was looking to buy wasn't on sale like my e-mail said. She even called her manager who could do nothing. She was very friendly and helpful. When I got home, I went online and chatted with a custom service representative from Kmart. Who once I explained the situation, tried to tell me to go to the store and they could help me, which I explained I all ready did. Then the representative told me that an e-mail from Kmart wasn't connected to the online Kmart so

they couldn't do anything (side note the email I received was from the official Kmart site). The customer service representative told me I should hear back within 24 to 48 hours. I waited over 50 hours and heard nothing so I contacted Kmart again via chat. They once again made promises that someone would get back to me and no one did. They gave me a reference number this time and told me they would try to resolve this and call me back. Needless to say I had to chat them again today (Wednesday). This customer service representative told me that they couldn't honor the deal because it was no longer Sunday. I explained I tried to do this on Sunday. We were given a customer service number to contact someone with and did they helped us, told us our store had one in stock and we could get it today for the regular price and then in 5 days our credit card would be credited the $60. Which I have yet to see if that will happen. Then our email said it was ordered and ready to pick up in 5 days. When we called our store they put us on hold for 10 minutes and told us they didn't have any of the tree that they were having on sale the next day for Black Friday.

I called customer service again who told me I called the wrong number at first even though it was the number I contacted before. Then they connected me with someone else. This customer service representative said there was nothing that they could do. I asked to talk to a manager and was told it would take a couple minutes. A couple minutes later I got a manager. Who I then had to put on hold because we got a call from our area store who said they found the tree and we could have it tonight. I went back to the customer service manager asked her if she was the man I just talked to manager and at first she questioned what I said and then she said she was him manager. She told me Kmart was told months ago by the supplier that they would have so many trees so they put them in the add which they add to had together 6 to 8 months ago. I said know she was blaming the supplier she said no.

I said then they shouldn't have emailed me that the tree was going to be sold. I also told her my store said they didn't even get a tree which was false advertising since they were for sale tomorrow she said that my store didn't up date their supply. I did end up going to my store to get my tree finally. Now I am just waiting the 3 to 5 days to see if Kmart credits my credit card for the difference between today and the price they were supposed to give me it to on Sunday or on Thanksgiving day.

Update on 9 Dec 2013: I called KMart/Sears customer service today about the $60 credit which we still haven't received over a week later. Was told that it is being forwarded to their "offline" team and it should be another 2-5 business days. Suspect I will end up calling back again on Friday.
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Samantha on 11/29/2013:
Wow, for all of that trouble that better be one super magical tree...
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Posted by on
Rating: 1/51
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 trans.
tide 11.97
Downy 5.00
socks 6.99
2 Olay face cleansers 3.59
2 ol bw 5.79
1 all 3.50
2 ivory@ 1.79
just a little over 50.
no card and no p and g

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 its after coupons and discounts. I said no, manufacturers 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 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 a@@hole, and she said that she wasn't being and a@@hole. 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. Becca 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. Becca 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 Becca when promos didn't work right and all she would say is that I did them wrong. Limits, always something besides a real answer.
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Tezrien on 07/31/2012:
Bottom line is this: Have you talked to either the Store Manager of the Regional Manager? If not you should.
leet60 on 07/31/2012:
In reality your use of coupons cost the store little if anything. If you bought other items at full price any loss they had was negated. In addition the store is recompensed for the coupon value plus a small amount over and above.
FoDaddy19 on 07/31/2012:
I'm kind of torn, I agree that the woman was being rude. At the same time personally I absolutely loathe "extreme" couponing, 9 times out 10 they will hold up the check out line for everyone else and the worst ones will clear out a shelf leaving nothing for other shoppers, granted stores now often have limits on sale items, but some foolishly do not.
yoke on 07/31/2012:
The OP was far from extreme couponing. Just because she had a coupon for the items she bought does not mean she was an extreme couponer. She only bought what was on the coupons and did not take everything off the shelves like extreme couponers do. Thanks to the extreme couponers the rest of us suffer. If I were the OP I would report the incident to the GM.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Stolen Shopping Cart Nightmare!!
Posted by on
Rating: 1/51
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 situatiom.

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 K-Mart, 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 K-Mart to begin with, only when it was too inconvenient to drive the extra 5 miles to the next nearest store. K-Mart already had two strikes against it, in my opinion; their store has a) the highest prices of any store in the area, and b) 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 threated 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 K-Mart, 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.
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SteveWiginowski on 02/28/2012:
This is an interesting review. I hate seeing shopping carts in random places where they don't belong, such as in parking spots in a shopping center. I really hate it when I see them outside of where they normally would be found.

When I lived in LA, I would see shopping carts often. Periodically, they would be picked up and brought back to certain stores, so I understand why K-Mart would have this approach.

If the cart was a potential hazard to traffic, I would recommend (as you actually did do) placing it in a different area so that it's not a hazard anymore, just as you would if a trash can blew into the street due to wind.

The supervisor handled it well until the whole cart killing someone conversation, at which point (just going on the story listed), he seemed to get annoyed and was responding poorly.
FoDaddy19 on 02/28/2012:
I kind of hope the OP had the decency to move the cart out of the road, the way this reads it sounds like he/she saw the cart, got the number off the cart and then left it to it's own devices. With that said that's about where the OP's responsibility ends. If Kmart isn't interest in retrieving their property, then into the dumpster it goes.
BigAl on 02/28/2012:
I agree Steve. If the OP got the shopping cart number she must have been standing right next to it. Hardly a big chore to move it out of the way. She would not be doing this task for KMart, which she stated she disliked, but for the unsuspecting motorist. I am not the sharpest pencil in the box but I would not call an 800 number and expect a truck to be dispatched immediately for cart retrieval.
Nohandle on 02/28/2012:
The OP clearly states the cart was moved onto his own property out of traffic.
Anonymous on 02/28/2012:
It's Kmart's property, they need to get it. If it's indeed a traffic hazard, the OP should call the cops and have them deal with it. (Why should the OP risk his life dealing with Kmart's abandoned junk on a dangerous, blind curve?)

I would not want Kmart's junk in my yard, not for a day, not for a month - it's their problem. They should be happy the OP bothered to call at all. The fact that Kmart now knows their property is a hazard puts them on notice - not the OP.

I'm glad I do not shop at Kmart, especially after having read this review.
Churro on 02/28/2012:
First of all the OP did absolutely nothing wrong. Secondly, the twirp manning the k-mart phone line needs to be immediately fired and then a good tar feathering would probably do some good. Third and most importantly it is the stores responsibility to retrieve their abandoned carts in a timely manner. In fact several cities around here will fine stores for abandoned shopping carts. If it were me after I hung up with the Kmart ahole my next call would be to the city.

No wonder Kmart/Sears is in the crapper.
SteveWiginowski on 02/28/2012:
I think the main thing that people aren't realizing is that someone took the cart to this location. It wasn't K-Mart who put it there and left it there. It sounds like K-Mart has a program in place to collect the carts.

I applaud the OP for attempting to do something, but it doesn't sound like K-Mart is willing to go that extra step to acquire the one cart sooner than they normally will come and get it. Trying to blame K-Mart for a potential accident is completely wrong, though, and may be what set the K-Mart Supervisor to react the way he did.

To be honest, if someone said that I would be to blame if someone died in an accident as a result of someone stealing my trashcan and it now being in the middle of the street somewhere, I wouldn't react kindly.
Churro on 02/28/2012:
Doesn't matter. Kmart is responsible for their abandoned carts especially after notification. That's not me. That's the law.
Anonymous on 02/28/2012:
If my trashcan had my name and number on it, and someone took it and left it anywhere else - in a dangerous spot or not - and I was called about it, I would just go get it and this review would never have been written.
SteveWiginowski on 02/28/2012:
K-Mart said that they will be picking them up. Don't forget about that.
SteveWiginowski on 02/28/2012:
Scruffy, you'd drop whatever it is that you're doing and go pick up that trash can? That would be the comparable example.
Churro on 02/28/2012:
Yeah, in possibly a month. Not only is Kmart responsible to retrieve abandoned carts they are also responsible to take reasonable measures to prevent the carts from being abandoned in the first place. The fact they have an established abandoned cart pickup routine tells me they fail misserably.

There no amount of spin possible to put Kmart in the right on this one.
Nohandle on 02/28/2012:
Did folks actually take a moment to read the complaint? Stolen Shopping Cart Nightmare!! The OP stated he discovered it in front of his home, moved it out of traffic and placed it on his property so no one would be injured. He then reported it and was met with less than a thank you. I don't believe the OP lives at a shopping mall where this is a everyday occurrence and at day's end employees retrieve their carts and roll them back to their store.

Shopping carts are very expensive. If the store doesn't express an interest in having it back then by golly use it for a wheelbarrow, give it to the neighbor's children to use as an outdoor toy or toss out on the trash heap for weekly pickup. The OP did all he could when he reported it.
SteveWiginowski on 02/28/2012:
Sounds like you're assuming they don't take reasonable measures to prevent carts from being stolen from their store. There are only two methods I've seen to prevent people from stealing carts. One is putting in electronic sensors in the carts that can't go past a certain spot, and that was mainly for places like Walgreen's, Rite-Aid, and CVS. The other is to put a bar on the carts so they can't leave the store (saw them at the same places as the other method).

It seems really simple to take a shopping cart from a shopping center.
Churro on 02/28/2012:
And it seems equally as simple for Kmart to retrieve one.
Anonymous on 02/28/2012:
When I see wayward shopping carts in the street, I just move them out of the way.

In some areas here, a person (as well as the business) can be fined for removing a shopping cart from the premises.

Nohandle on 02/28/2012:
Steve I expect it is easy. There was a smaller grocery store in my area that had a huge sign up apologizing for the lack of ample carts because they had been stolen. They also stated the cost of each cart they had to replace. People will steal anything.

Years ago I walked into my nearby grocery store and the cashiers were still in dismay. They had glanced out the front window and witnessed an able bodied man and what they thought his son load up one of the handicapped carts onto the back of a truck and speed off.
FoDaddy19 on 02/28/2012:
I retract my statement about hoping the OP moved the cart from the road, I did in fact miss the bit about "I am now furious, and had to pull this ugly cart onto my own property " My mistake.

raven2010 on 02/28/2012:
My condo complex is right next to a Sam's Club. we have a lot of elderly women who live here---they walk over to Sam's club, shop, then roll the cart back.

They sometimes leave the cart next to our dumpsters and sometimes on the parking lot or next to an island.

Samn's Club comes and get them and the condo complex has sent notice after notice not to do it---but people still do.

I don't think there is an easy solution---Kmart has a program that does not act fast enough for the OP. yet at the same time, the OP went out of their way to try to help.
*Brenda* on 02/28/2012:
Wow how rude! From what I understand those carts cost a lot of money too. No good deed goes unpunished I guess!
clutzycook on 02/28/2012:
In some cities, certain stores have put little devices onto their carts that will lock the wheels if they leave the parking area.
apocalypsedude137 on 02/28/2012:
Just want to clarify, I did not accuse nor mean to imply that K-Mart would be responsible in the horrible event of someone's death. Rather, I was shocked at the indifference the man displayed to the possibility. The main purpose of my complaint here was to shed light on the man's general attitude and the way he treated me rudely and offensively on the phone. I never expected to have someone immediately retrieve their cart, but I feel that a month is too long for me to have to babysit their property. I'm sure that these carts are quite expensive, and that the cost to retrieve one would be substantially less, or they would not do it at all.
My main point here is that I was treated extremely rudely for trying to help them recover their stolen property in the first place. After all, I was only doing exactly what it says to do on the cart itself if the cart is found. And I will never forget that this man actually accused me of taking the cart from the store in the first place. Hope that helps.
Anonymous on 02/28/2012:
Stores need to start hiring cart chaperones aka concierge service. Just like the old days...the employee wheels your cart out, unloads your groceries/stuff into your vehicle and brings the cart back inside.

That's good service and helps the unemployment rate.
clutzycook on 02/28/2012:
that would be great just, but what is the replacement cost of a shopping cart versus the annual salary of a cart chaperone (even if you paid them minimum wage).
Anonymous on 02/28/2012:
No idea Clutzy, but it seems like it would solve the problem.
TheRealKramer on 02/28/2012:
Let's say the carts cost about $100, and the guy makes $8 an hour. Seems like if he stops one cart theft a day, he pays for himself, anything else he catches is gravy. On top of that, any extra customer service a store provides can't hurt.
Venice09 on 02/28/2012:
Apocalypsedude137, thanks for the additional explanation, but it shouldn't have been necessary. Your original post was quite clear. Sometimes I wonder how employees like that get jobs in the first place. Ben must offend a lot of customers, which is not good for business.

My understanding is that the carts cost much more than $100. Paying someone to keep track of them is a good idea and could save a lot of money.
clutzycook on 02/28/2012:
I guess it would depend on how many carts go missing in a business every year. Plus, you'd have to hire more than one cart person, depending on the size of the store.
jktshff1 on 02/28/2012:
disassemble it and put it in the trash.
Good review
Anonymous on 02/28/2012:
Because sometimes I'm a nerd, I decided to Google it and see if anything came up. According to one article the estimated loss per year of stolen carts is around $800M globally.

I'd rather see businesses spend $$ on hiring more staff to haul groceries/stuff out for customers and return the carts to the store, then spend $$ on grocery cart boots...or even grocery cart repo men. Who knew there was such a thing? Not I.
Venice09 on 02/28/2012:
Good info, just. When my son worked in a supermarket, he was trained to do many jobs, carts being one of them. This service should be included in an employee's job description for the day. It might not create new jobs, but it would keep the existing employees employed.
andbran on 02/29/2012:
I think you should put the cart out on trash day. maybe when Kmart has to buy more carts they will start keeping track of them
Starlord on 02/29/2012:
Shopping carts cost about $400 on average, accoeding to a program showing how they are made. Some places put an electronic barrier at the parking lot perimeter that cause the wheels to lock when they try to pass that point. I don't know how much that adds to the cost of each cart, but it would stop the theft of the carts. The K-Mart in Casa Grande, AZ put long pieces of aluminum conduit on the wheelchairs they had after several were stolen. I had a golf bag stored on a top shelf fall on my once, when the conduit knocked it off the shelf, so that is not a feasible solution, eithee. Some cities have enterprising people who patrol the streets and alleys of their neighborhoods, collecting carts and returning them to the proper stores. They negotiate a monthly contrscat, propbably similar to the security patrol company I once worked for. I would try that, if I were physically capable. It seems to be a pretty good business.
Venice09 on 02/29/2012:
Four hundred dollars sounds closer to the number I heard because I remember being flabbergasted by the price.
Ron J on 03/05/2012:
Hey, there's an app for that! CartSnap ( has an iPhone app specifically designed to address this problem. Just take a picture of the lost cart with the CartSnap app, identify the store it belongs to, submit the report and CartSnap will do the rest. (Also see
TLSmith on 05/29/2012:
I think I read this complaint over on "PLantFeedback"
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Posted by on

-----Original Message-----
From: Kmart Help
Sent: Mon, Jan 4, 2010 5:26 pm
Subject: Re: (KMM7269144I15977L0KM)

Dear Customer,
Thank you for contacting Kmart Personal Shopper!

We do apologize for the delay in the processing of your order# 117294302 for Toaster Oven Rotisserie - White item# 9990000001618611 which we are showing we did not have in stock online for delivery to your home. What we are trying to do is locate this item at a store in your area and have this shipped out to you this is a new great service we are offering called ship from store. However at this time we have been unable to locate a store with this item in stock but we are still looking.
Thank you,
Sana R.
Kmart Personal Shopper
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User Replies:
Ytropious on 01/05/2010:
Believe it or not OP this happens a lot, not just at Kmart. That's a risk you take ordering online, especially on sale. They're trying to help you and have been nothing but professional. If you can't wait I'd suggest asking for a refund.
musculaboy on 01/06/2010:
Anonymous on 01/06/2010:
Musculaboy, you must not shop online much. If an item is an advertised special, do you think you are the only one who might want it? Sometimes more sales come through than expected, and online inventories are not real time and can not be expected to be. I think you should stick to store sales, but stores can have back orders too, so either way you best not shop at all when something is on sale.
musculaboy on 01/06/2010:
I shop online all the time. I buy at Tiger Direct, Comp USA, Walgreens etc. I have never had a worst experience than shopping at With all other etailers, if they were out of a product, they would immediately email me and let me know if I wanted a credit or whether Id be willing to wait for my order to be fulfilled. I had to write after the scheduled delivery date to find out they were out of a my product. That's messed up.
BEJ on 01/06/2010:
There have been several times when I have ordered online-paid for the item and gotten an estimated delivery date only to find out that the item was on backorder. When I inquired--I was told that the online order system was not connected to their inventory system and sometimes items are not available for immediately delivery.
voiceoff on 01/06/2010:
yep that is how it works. Sometimes they never get the item, and refund you instead. They keep stuff at wharehouses until the stores run out of them and restock. I am not sure if they ship from the wharehouse or the store. I find the convenience of on line shopping phenominal.
Jondn on 01/06/2010:
I probably make 30-50 online purchases a year. It only happened to me once, but the retailer was good enough to email me right away. The more reliable online stores know that customer service is the number one priority since consumers can easily visit different sites and compare prices. Currently, I'm having a bad experience with Kmart. The items I purchased were listed as "in stock". Several weeks after ordering, they won't tell where my purchase is or if it will ship at all. They probably ran out of stock but won't admit it. I will never shop at again.
Skye on 01/06/2010:
OP, having the photo of an item, is not unprofessional or stupid. The items had been in stock, and so many orders come through, things end up not being in stock. They sent you a very nice, and professional email regarding the matter. They can't ship to you, what they do not have. Sorry that you weren't able to get your item, but it happens.

I love on line shopping.
Anonymous on 01/06/2010:
If these vendors would just look to Accenture for some badly needed supply chain management and inventory control consulting then all these "yeah we got it -- no we don't" issues would go away. In this day and age there's no excuse for these type of mishaps.
voiceoff on 01/06/2010:
I have been doing shopping for JCP items online and they have been stupendous so far, hope it continues.
I like shopping bedding t oo and getting delivered in staed of shlepping home.
ONLINE shoppimg is great.
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StarStarStarEmpty StarEmpty Star
Misleading, Wrong Price
Posted by on
Rating: 3/51
NY, NEW JERSEY -- Kmart is such a scam! I grabbed a beautiful 16 pc king comforter set which was originally priced @ $119.99. There was a $69.99 sale sticker placed over the original tag on the shelf. Also, there were 2 other shelves stocked with full and queen sized comforter sets with the $69.99 sticker place over the reg price. when I go to check out it is a different story. I'm told that the price is $119.99. They point out that the brand on the sale sticker is different but all other info was the same( 16pc set, reg price $119). My question why place the freaking sticker over the reg price. BTW the reg price sticker had the brand of the set I grabbed. Very misleading! I say false advertisement. what an embarrassment; I had other items and only had limited amount of cash.

This is another story that happened to me the same morning.

I purchased 2 Essential comforter sets which were on sale for 34.99, reg price 49.99. When I checked-out, I'm told the sale price is way higher than what I expected. I fought and showed them the on-sale sticker. They honored the sale eventually.

Sadly, they did not honor the 16pc set I tried to buy tonight. Crooks! They know the sale sticker was a typo. The sales staff became irritated when I confronted them with this issue, but they were more worried about closing-up than actually dealing with the typo on the sales sticker or determining the real issue.
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yoke on 04/11/2013:
Sounds like someone stickered the wrong item, but that is Kmarts problem not yours. They should have honored the price that the sticker said
Black veiled bride on 04/11/2013:
They should honor the price if all the items were marked that way.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Sent wrong item, will not make right
Posted on
Rating: 1/51
HOFFMAN ESTATES, ILLINOIS -- My old lady, just got this morning an ugly, fugly dark purple dress. When in fact she ordered 2 bras. How the heck can anybody get a dress and a bra mixed up. Its not the money, its the principle. I have been telling her about them! Now, she found out the hard way. She called several times, only to get someone outside the U.S. who only knows to say they apologize this happen. Then she holds on with this guy to try to speak to a supervisor, at least 45 more min. Then she has to call back and then gets disconnected! Then calls again and gets NO HELP!

The point being now they want her to make an order all over again and PAY again for the same items she ordered and already paid for. What kind of company does this! Idiots, that's who! Meanwhile they are supposed to send a return label to her, so she can return the dress that she did not order. No e-mail, yet with a label to print. She already put this ugly dress back in the pkg. to send back. It is very ugly, I cannot see any classy or otherwise lady wearing this.

We do not have a K-mart within maybe 300 miles, so they think they can just send junk and no one will bother to send it back, since its not that expensive. They are going UNDER that's why. So, listen up people do not use these people. They will screw you one way or the other. I myself had trouble years back and NEVER forgot and mine was for several hundred, so I have NO use for them.

She has made many orders and had just got started, so its their loss. We have a booth and buy and resell, plus she makes Cameos, etc. So, they missed out on thousands in a few months. She was checking out their products, which she liked most to resell and some for herself. But, this hassle is uncalled for when they do not care enough about their customers to make it right. I really wish they were closer. Because when she is not happy no one is! I would put my size 14 boot in somebodys a$$ and they would pay attention. Just do not order from these creeps! Maj Gen Trent Taylor HOOHYA
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Alain on 02/18/2012:
Try emailing Sears at
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Assaulted by security, in the process of pressing charges and suing
Posted by on
230 GREEN SPRINGS, ALABAMA -- I was shopping with my wife for some jeans and some new work boots, I had tried on 4 or 5 pairs of jeans for my wife to see which ones she liked best. I went into the dressing room to try on the last pair and I liked them, I decided to purchase them and didn't want to leave the pants I came in wearing back in the dressing room with my wallet in it. So I quickly threw my cacki pants back on over the jeans to see what they would look like with my new work boots on and with the work boots and
the pants I wanted to purchase, I went to look for my wife who I thought was maybe standing back outside infront of the store,
I didn't go outside but once I crossed the register line 3 Kmart thugs grabbed me extremely hard and bruised my arm saying that I was shop lifting, the work boots I was wearing to try to walk around in them because I knew I was buying them and was carrying the old shoes with me so I could find my wife to see what she thought of my outfit and then I would have purchased the clothing, at other stores I've done this before if I really liked the clothes so because public education is not a priority in the state of Alabama neither is the training program at Kmart security school. Bottom line there was no need to get violent with me when I was explaining the situation very calmly and cooperatively. I will be pressing charges and will fight this to the end I'm so upset that this is how someone who shops their all the time could be treated this is an outrage and ridiculous, I know corporate attorney's who will have a field day with this. I could understand if I had walked outside but I was just looking outside for my wife this is what society has become I don't appreciate being physically assaulted by uneducated Kmart thugs, and the last thing I'll say is Karma is a mother&^#*!%.
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User Replies:
Venice09 on 01/09/2011:
I agree that there was no need to get violent, but don't you think you should have known better? It may seem like an innocent thing to you, but there are people who are very creative at shoplifting and stores have to be on the alert at all times. I don't think insulting security's intelligence and education helps your case.
Skye on 01/09/2011:
I would like to know Kmarts side of this story.
Anonymous on 01/09/2011:
Frankly, I don't buy this story. It sounds like something some shyster lawyer would tell someone to write. From what was described more than shows reasonable suspicion of the items not being paid to purchase. Most men I know don't have the patience to try on 4 or 5 pairs of jeans, yet alone shop with ones wife. Plus, most men never wear an outfit with their workbooks.
momsey on 01/09/2011:
My husband has gone shopping with me and sometimes tries on his clothes before he makes a purchase. I see nothing unusual there.

However, I do think it's unusual that a guy would put his pants over another pair of jeans in any situation. Why not just carry the pants? I also agree that it's unusual that a man would care what his work boots looked like with his jeans.

If you do call a lawyer (and it won't be a corporate attorney) they would be smart to tell you to remove this review. It won't help your case. If you are pressing charges, you don't need a lawyer. You just need to call the cops.

Were you charged with shoplifting?
jktshff1 on 01/09/2011:
Most guys I know, don't have a pair of pants large enough to fit over another pair, much less go looking for the wife to check a pair of shoes out.
Venice09 on 01/09/2011:
Also, if the OP didn't want to leave his wallet in the dressing room, why didn't he just take it with him?

I'm trying to visualize this, and it seems like something a kid would do.
CrazyRedHead on 01/09/2011:
Sounds like a big lack of common sense here, especially with knowing how today's "society" is like.
Nohandle on 01/09/2011:
I loved this story. Please tell another.
Anonymous on 01/09/2011:
Something seems fishy about this review. I mean cmon. You put your pants you were wearing OVER the new pair? WHO does that??? Sounds to me you tried to be slick and lost.
trmn8r on 01/09/2011:
This story makes me wonder why public or home schooling is *not* a priority in the state of Alabama.
Anonymous on 01/09/2011:
This is utter bull.
Anonymous on 01/09/2011:
You're right OP, corporate attorneys would have a field day with this.
madconsumer on 01/09/2011:
putting pants on over the pants you wanted to buy, as well as putting on the boots, and then trying to leave is theft. only reeason you are saying all this now is because you got caught!
Anonymous on 01/09/2011:
What are "cacki" pants?
Inat on 01/09/2011:
sorry but this is a ridiculous claim! no grown man would do what you did unless he was trying to get away with something. You went OUTSIDE to find your wife?! come on! an adult would have simple put his original clothes back on and found his wife b/c you would have KNOWN that going outside wearing clothes you haven't purchase BENEATH your original clothes would look EXACTLY like theft
tnchuck100 on 01/09/2011:
I agree with everyone here. The OP brought this upon himself!

We are not allowed to infer the poster did something to deserve bad treatment but this guy ABSOLUTELY did.

*standing by for all the inevitable deletions for rule violations*
Inat on 01/09/2011:
since it will be deleted anyway, this reminds me of the people who get caught doing bad things on the internet claiming they are "doing research" on said bad things
spiderman2 on 01/09/2011:
Really? when my husband is trying something on and I know he is going to want to me look at it, I hang out by the dressing room. By putting you own pants on over the unpurchased pants you were concealing them. Did you really think this was going to have a good outcome?
spiderman2 on 01/09/2011:
Also, you think just because you didn't leave it is stealing? We had someone arrested at our store recently and they hadn't left the premises yet but had concealed a whole lot of stuff. Security was even following the guy very obviously but he kept on doing it. It takes all kinds.
oldisgood on 01/09/2011:
I don't believe the story at all. Just too pathetic
Ytropious on 01/09/2011:
I'm sorry but as an LP as soon as you cross the POS you've made your intentions of not paying clear. They have proof beyond a reasonable doubt you could have been shoplifting. They have you on camera. I'm pretty sure you will lose this case, even though you were not attempting to shoplift, you behaved exactly like a shoplifter. You concealed merchandise (HUGE no no) AND you went past the POS.

Am I the only one with a husband who never tries anything on? All the pants he buys off the rack fit him. Maybe it's because his wardrobe is 95% carhartt clothing. I will sometimes not try a shirt on, but pants? I have to try every single pair of pants on, just because it says its a 5 doesn't mean it fits like a 5. Mens pants are so easy!
Anonymous on 01/09/2011:
Everything in this post goes against common sense.
Anonymous on 01/09/2011:
Ytrop, my bf doesn't try on clothes either. Men do have it easy.
Nohandle on 01/09/2011:
Hey, physically assaulted ...have you been to the grocery lately? Give me a couple of minutes to pop some corn, melt the butter and I'm all ready. It should prove to be a masterpiece, far surpassing this one.
Obsfucation on 01/09/2011:
You concealed merchandise. That constitutes shoplifting. You don't actually have to leave the store. They got you dead to rights.
Skye on 01/09/2011:
One thing I do not understand, is the op says he went on to try jeans on for his wife. Why didn't she stay outside the fitting room? Why did she leave the store, and go outside?

I don't know how violent the op may have behaved with security either, There are three sides to every story. This all could have been avoided. All the op had to do, is what the rest of us do. We put back on the clothes we came in, and take what we are going to buy out of the room, in our hands. You don't put your clothing that you came in, over the clothes you are trying on. It's called theft for a reason.
Ytropious on 01/09/2011:
Obs, at my company concealment doesn't constitute shoplifting. it should but it doesn't. They have to conceal and walk past the check out in order to do a stop. I can't even leave the store after them so I have a very small window to stop.
Anonymous on 01/09/2011:
I think it is sort of odd to put your own pants on over the pants you were planning to buy...wouldn't it occur to you that employees might assume you were planning to steal them? One time I was trying on sunglasses, and one of my babies starting crying and distracted me. I popped them ontop of my head real quick, with the intent of trying them back on and looking at some more, but I had to leave in a hurry because of my son, and forgot they were on my head! I was stopped at the front door, and I felt soooo bad. Luckily, they believed me. I was so embarrassed though. I just can't imagine putting my own clothes over the store's clothes and leaving the dressing room, and especially not trying to go up towards, or past the checkout area.
jktshff1 on 01/09/2011:
Yt, I don't try anything on. Might forget I did and get stopped for shoplifting.
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The lack of Respect for Customers
Posted by on
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 Mariateres 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 Griseldea 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 your 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 then monies $42.98 was refunded. That was then end of the conversation she walked away I called the manager at approx 8 A.M. this morning 12/23/2010 and spoke to Jose 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 Jose 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 can not have my money back. What they stole my money but the only way I can get it back is to use it in there 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 Miranda (employee number)77020 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 Roy who said repeatedly there is no Miranda it must have been Amanda but she said she did not speak with me????? Finally after another 10 minutes Miranda got on the phone stating Wayne 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 Roy was new and did not know her. They have an excuse for everything. I finally received a call from Wayne 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 there 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 Wayne 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 there customers.
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FlShopper on 12/23/2010:
Why did you file a complaint against Jose when he offered to help you?
andbran on 12/23/2010:
after reading your complaint I think you turned something easy into something difficult. you should have been keeping an eye on the register.second you should have just stood in line at customer service to get your problem taken care of. I agree you would be there awhile but look at all the time you would have actually have saved. I think it was kind of mean to complain about someone who was trying to help.
Anonymous on 12/23/2010:
I think I would have been outraged. THEY made an error ringing her up. Mistakes happen but they did all of the wrong things to correct it. Why should she stand in a line 10 men deep for them to correct THEIR error?? And when they did "correct" it, they did it improperly STILL shorting her $8 and offered her a store card as compensation? Outrageous! If you just took too much of my money, you need to reach in the register and give it back to me TODAY in the same manner you took it (cash for cash, credit for credit). THEY turned something easy into something difficult by causing this paying customer undue stress.
jktshff1 on 12/23/2010:
Because they messed up the other 10 people's ring up before they messed her's up.
leet60 on 12/23/2010:
I always question why people shop during the Holidays and then are upset over the waiting times at the cashier. This was the first thing that struck me in this post. Simply expect the wait or shop at another time.

The cashiers normally have little to no authority to process refunds and almost all large retailers will direct you to customer service to address your issue.

While it is wrong the OP was shorted money, I have to wonder about the tone of the conversation with the managers as it seems he/she was angry before even being cashed out at the cashier due to the wait.
werelucky on 12/23/2010:
Since you had all that time didn't you add up the two items beforehand yourself and tell the cashier before you paid? I always have a good idea of what the total price will be and nit give the cashier any money before I know the price is correct.

As far as lines, everyone knows to expect long lines and long waits this time of year. There are 365 days a year to shop and plenty of them are less crowded than this time of year.
partyhero on 12/23/2010:
It seems like both sides could have handled the situation a little better, however, it likely wasn't the cashier or management that "took" the money. Having been in retail for years, I have seen it where something may have been input into the compute system incorrectly and that is not usually on the store level. I agree with werelucky, it is the busiest time of year. Please remember, it is CHRISTmas, so try a little more patience (which can be difficult) but will get you a lot farther in these situations.
drugdoc121 on 12/23/2010:
agreed leet60
localgod on 12/23/2010:
Most customers do not understand, when you complain to our corporate customer service centers, the complaints are referred back to store management. Now if you really want us to help you, why would you do that? We inform our corporate CSR's that the situation is resolved and then store management determines the next course of action. Most situations can be resolved at the store level, but if you become unreasonable, your chances of a fair resolution become less favorable.
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Poor Service by Management at Kmart
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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 on line 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 any one 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 lose 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???
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andbran on 05/18/2010:
it did sound she was trying to help. I have never heard of any retailer offering to go to another busisness to get a gift card. they could have sent it certified mail.
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